Care Home: St George`s Hotel

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What the care home does well The home provides a clean, comfortable, homely environment for people who use the service and it is free from offensive odours. The decor and furnishings are very good and the accommodation is well maintained. The garden is attractive with colourful flowerbeds and seating for residents to utilise. The service is very well managed by the registered manager and the owners are involved in the day to day running of the home. There are two heads of care and an administrator who assist the registered manager. People using the service spoke very positively about their care and the facilities provided. Staff are perceived as extremely kind and caring and they provide a friendly atmosphere for both residents and visitors. People said they are able to live their lives as they choose and the daily routines are flexible. The atmosphere in the home is relaxed and staff interact very well with residents and other members of staff. New people are assessed prior to living in the home to ensure their needs can be met. Each person has a plan of care to direct staff on how their individual needs are to be met. There is an appropriate system for dealing with medicines and all staff administering medicines have received relevant training. Activities are on offer, organized by a volunteer who is very popular with the residents. Entertainers visit and the residents go out on trips. People said the food is good with fresh fruit, vegetables and homemade cakes included. The menu shows that people can choose from a selection of food at each mealtime. Procedures for dealing with complaints and adult protection issues are satisfactory and staff receive relevant training. There is a robust system for the recruitment of staff that ensures checks are undertaken prior to employing anyone to care for vulnerable people. The rotas show that a suitable number of staff are on duty at all times. There is low staff turnover and agency staff are not employed which ensures a consistent team of workers. There is a suitable system in place for dealing with people`s money with records maintained and kept up to date. Health and safety is managed appropriately with all service checks and maintenance kept up to date. What has improved since the last inspection? Further re-decoration and refurbishment has taken place including the tiling of the whole kitchen. A new wide screen television and entertainment system has been purchased for the main lounge. Paper hand towel dispensers have been installed in to all toilets and bathrooms. Hygienic toilet roll dispensers have also been installed.Two heads of care are now employed and an administrator. A senior night carer has been employed. The volunteer spends more time with the residents than she used to. A further member of staff has completed the NVQ level 2 in care and another staff member is undertaking level 3. What the care home could do better: Ensure the controlled drugs register is signed appropriately. Ensure each member of staff has a photograph on file. When dates are recorded the year should be included. Key inspection report Care homes for older people Name: Address: St George`s Hotel St Georges Road Truro Cornwall TR1 3JE     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Diana Penrose     Date: 1 7 0 9 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 25 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 25 Information about the care home Name of care home: Address: St George`s Hotel St Georges Road Truro Cornwall TR1 3JE 01872272554 01872242162 info@stgeorgeshotel.biz Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Mr Rolf Little,Mrs Christine Elizabeth Little care home 22 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home St. Georges Hotel is a care home that is within level walking distance of Truro city centre. The property originally belonged to the church and still has some ecclesiastical characteristics. The accommodation and facilities occupy two floors with a stair lift provided; the ground floor is wheelchair accessible. The home provides care and accommodation for up to twenty-two residents with low dependency needs who are over 65 years of age. An appropriate skill mix of staff provide care in a relaxed and friendly atmosphere. The home is decorated and maintained to a high standard and the grounds are tidy. The garden at the front is accessible to residents. Information about the home is available in the form of a residents guide, which can be supplied to enquirers on request. A copy of most recent inspection report is available in the home. Fees range from 307 to 450 pounds per week; information was supplied to the Commission during this inspection. Additional charges are made in respect of private healthcare provision, hairdressing and personal items such as newspapers, Care Homes for Older People Page 4 of 25 Over 65 22 0 3 0 0 9 2 0 0 8 Brief description of the care home confectionary and toiletries. Care Homes for Older People Page 5 of 25 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: An Inspector visited St Georges Hotel Care Home on 17 September 2009 and spent five and a half hours at the home. This was a key inspection and an unannounced visit. The purpose of the inspection was to ensure that residents needs are properly met, in accordance with good care practices and the laws regulating care homes. The focus was on ensuring that residents placements in the home result in good outcomes for them. On the day of inspection 20 residents were living in the home. The methods used to undertake the inspection were to meet with residents, staff and the registered providers to gain their views on the services offered by the home. The registered manager was on leave at the time of this inspection. Records, policies and procedures were examined and the inspector toured the building. The registered manager has returned a completed Annual Quality Assurance Assessment, which has informed this inspection. Also surveys have been returned in respect of 10 residents, 9 staff and 4 Care Homes for Older People Page 6 of 25 healthcare professionals, these have also informed this inspection. This report summarises the findings of this inspection. Residents expressed high levels of satisfaction with the care they receive at the home and told us the staff are extremely kind and caring. Care Homes for Older People Page 7 of 25 What the care home does well: What has improved since the last inspection? Further re-decoration and refurbishment has taken place including the tiling of the whole kitchen. A new wide screen television and entertainment system has been purchased for the main lounge. Paper hand towel dispensers have been installed in to all toilets and bathrooms. Hygienic toilet roll dispensers have also been installed. Care Homes for Older People Page 8 of 25 Two heads of care are now employed and an administrator. A senior night carer has been employed. The volunteer spends more time with the residents than she used to. A further member of staff has completed the NVQ level 2 in care and another staff member is undertaking level 3. What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 9 of 25 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 25 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are only admitted to the home following an assessment of their needs to ensure the home can provide appropriate care. Evidence: We looked at the care files of two people who had recently been admitted to the home. One did not have a full assessment of needs undertaken by the registered manager prior to admission as she was admitted as an emergency. Her needs were assessed on admission. The other person did have a full assessment recorded on a specific form which was dated and signed. The registered providers told us that the manager tries to visit all prospective residents to undertake an assessment . Information from Adult Social Care and hospital staff was seen in the care files. We were told that an individual plan of care is compiled from the assessment documents. Care Homes for Older People Page 11 of 25 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Individual care plans are generated for each resident that inform and direct staff in the care to be provided and people say their healthcare needs are met. There is an appropriate and safe system in place for dealing with peoples medicines and appropriate records are maintained. Evidence: We inspected three care files and found that each person had a detailed care plan that directed staff in the care to be provided, relevant risk assessments were also seen. There was a precis of the care plan in each persons daily record book and care staff said they tend to refer to this rather than the full plan. Staff told us that most of the residents needs remain constant which is why they frequently record care as plan each day. It was noted that if a specific event occurs it is recorded. We observed that most people using the service were able to move around independently. Staff told us that most people need minimal assistance or prompting with their personal care needs. Staff talked about the care of people using the service and they seemed to know the residents very well. The care practice observed was Care Homes for Older People Page 12 of 25 Evidence: good and staff interacted well with residents in a very calm manner. Residents said they are treated as part of a family. Surveys received from residents prior to this inspection told us that the care and support they receive always meets their needs. Staff told us they provide a high standard of care to residents and that they work well together. They told us they have suitable equipment provided for moving and handling purposes and pressure relief and can seek advice from specialist nurses if required. People using the service told us their health needs are met and they have access to their doctors and district nurses when they need them. There are records of visits by doctors and nurses in the care files. A Community Nurse visited during this inspection and she was very satisfied with the care provided at the home. Surveys were received from four Healthcare Professionals and they were very positive about all aspects of the home. Comments include A very well run residential home where the care of the patients is the main priority, The home maintains a high standard of hygiene and personal care to all their clients, and They take good care of patients who are resident in St Georges Residential Home ensuring they have a safe and comfortable environment, meeting physical, mental and social needs. One resident we spoke to was very appreciative of the care she receives in the home and the care provided by the Community Nurses. She said the people who look after her are all angels. The home has an appropriate medicines policy that is available to staff. We were told that one person administers her own medicines and that some people control their own eye drops. The head of care explained that medicines are dispensed for each resident and taken to them individually from the medicines cupboard. This has overcome the problems encountered at the last inspection. The records of medicine administration were complete with no gaps seen and the receipt and disposal records were appropriate. A new controlled drugs cupboard has been purchased that complies with current legislation. The controlled drugs register showed that one witness signature was missing and that one person was not signing her name she was initialing the records. The registered provider said she would address this. We were told that care staff who administer medicines receive appropriate training and we saw certificates in staff files. We saw that peoples privacy and dignity were respected during this inspection and people told us this is always the case. Care Homes for Older People Page 13 of 25 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. A variety of activities and entertainment are provided, a nutritious menu is on offer and residents are encouraged to live a life of their preference. Evidence: The registered provider told us that activities take place in the home and that a volunteer comes in to organize these. We spoke to the volunteer who said she enjoys her role and that activities are arranged according to what the residents like to do. They include exercises, massage, games, bingo, reminiscence and entertainers. We observed a game of bingo that was enjoyed by ten residents. People told us that they go out on trips but the bus driver had broken his leg so this had not been possible for a while. They said they enjoy the sing songs and that someone had come in from the museum with old things for them to look at and remember. We were told that the volunteer takes people out for short walks when the weather is fine, there is a park opposite the home. An annual cheese and wine party takes place we were told that families of residents and staff come in as well and everyone enjoys it. The providers said they go to France to get the wine and last time they got 43 different cheeses. The AQAA told us that the providers have purchased a new TV and entertainment system which was seen and residents said they enjoy it. Activities attended are recorded in the daily records and there is a book that lists the entertainers visits. Surveys told us Care Homes for Older People Page 14 of 25 Evidence: that residents are very satisfied with the activities on offer. Staff surveys showed that three people feel they would benefit from having more time to sit and chat with residents. The visitors record shows that people come to the home regularly. We were told there are no restrictions on visiting times. Residents said they can see their visitors in the lounges or in their bedrooms. People were moving about the home independently without restriction. Residents told us they get up and go to bed when they like and they decide what they do each day. They all have their personal possessions in their rooms. The cook showed us a menu which was also on display in the dining room. It was a nutritious menu with a good variety of choices available. Surveys told us the food is always or usually to the residents liking and people told us during this inspection that the food is very good. The cook told us that the cakes are all homemade and that fresh fruit is on offer each day. She showed us the records that show people can choose to have fruit each day. Care staff were preparing the teatime food and they told us that they prepare breakfast as well. Refreshments were on offer throughout this inspection and there was a water dispenser situated in the main lounge. Meals were served in the two dining rooms or people could eat in their bedroom if they preferred. Care Homes for Older People Page 15 of 25 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home has a complaints procedure that ensures complaints will be listened to and acted upon. Arrangements are in place for the protection of residents safeguarding them from harm or abuse. Evidence: There was a suitable complaints policy in the home at the last inspection. We were told it had been updated with the CQC contact details. People using the service said they were aware of the procedure and surveys told us that people knew how to complain if the need arose. There have been no complaints to the home or the Commission in the past year. There is an appropriate abuse policy in place and care staff told us they had received training about abuse; the cook said she had not had the training. The AQAA states that one of the heads of care has completed a Protection of Vulnerable Adults course. There have been no safeguarding referrals. Care Homes for Older People Page 16 of 25 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is clean, well maintained, decorated and furnished to a good standard with no unpleasant odours making it a safe and pleasant place to live in. Evidence: We toured the building and found it to be very clean, warm and homely with no offensive odours. It is decorated, furnished and maintained to a high standard and the providers said that redecoration is ongoing. They said the external decoration is due to be done. Surveys told us that the home is always very clean and we were told this during this inspection. Assisted bathing facilities are provided and there are sufficient toilets. There are two lounges to sit and relax although some people prefer to spend most of their time in their bedrooms. One lounge is a quiet area while the other is equipped with a very large screened television. There is a large dining room and the quiet lounge has been provided with a dining table and chairs at one end. The tables are laid with linen tablecloths and napkins. The kitchen is fitted with stainless steel units and has recently been re-tiled. The cook said this makes the cleaning very much easier. The grounds are kept tidy with attractive flowerbeds and they are accessible to residents. All laundry is done in house and residents told us that the system works well. A sluice Care Homes for Older People Page 17 of 25 Evidence: with a washer disinfector would be beneficial for the cleaning of commode pots and urinals. Paper towels and liquid soap are provided in all areas for hand washing purposes. New toilet paper dispensers have been installed that are more hygienic. Care Homes for Older People Page 18 of 25 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Recruitment procedures are robust and there are sufficient staff employed who receive regular training to improve their knowledge and skills. Evidence: We were told there were no staff vacancies. Staff said that normally there are 3 care staff on duty in the mornings until eleven oclock, then 2 in the afternoons and 2 at night plus one sleeping in. Sometimes there is an extra carer in the evenings from 18.00 - 22.00 and there are always two people on call. Cooks, housekeepers and maintenance staff are also employed. Seven resident surveys told us that there are always enough staff available, two said usually and one sometimes. Staff told us they are always busy and felt they did not have time to sit and talk with residents. All staff interacted well together and with people using the service during this inspection. Staff survey comments include We all work well as a team with Julie giving us well thought out advice whenever we have a problem, Its a very happy place to work, We all work extremely well together as a team and I feel that we provide a high standard of service to all our clients. The AQAA told us that 53 of care staff have achieved an NVQ either at level 2 or 3 and copies of NVQ certificates were seen in staff files. Care Homes for Older People Page 19 of 25 Evidence: Six staff files were inspected, the two newest files did not contain photographs of the employees. All of the other documents required by legislation were held and interview records were seen. The recruitment system is robust and there is an equal opportunities policy in place. The registered provider explained that all new staff commence an induction period that is supervised. Induction records were seen signed appropriately by a supervisee. Certificates of training attended and of qualifications achieved were seen in staff files. We were shown a training file that held individual sheets for each subject and the names of all staff with dates of attendance. The sheets were not all up to date. The electronic records were not seen on this occasion but we were told they are updated by the registered manager. The providers told us they have invested in a training system from a reputable company and there are packs for most subjects. This enables staff to undertake training at their own pace. They then undergo a test paper that is sent to the company for assessment. Staff said they have a lot of training and surveys told us that staff are extremely satisfied with the training provision and the relevancy to the work they do. Care Homes for Older People Page 20 of 25 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The registered manager is competent in running the home; systems are in place for health and safety and to monitor and improve the service for residents and staff. There is a suitable system for managing peoples money to ensure that their finances are safeguarded. Evidence: The registered manager is very competent in running the home. She has qualified to NVQ levels 2, 3 and 4 in care and has achieved the Registered Managers Award. She is also an assessor for other staff undertaking NVQs. She was on leave during this inspection and the registered providers were running the home. There are now two heads of care and an administrator who assist the registered manager in her role. Staff and residents spoke very highly of the manager and said she works very long hours which the registered providers said is her choice. Staff said she supports them and is very approachable, one person said Julie is lovely, I couldn t think of a person better to be our manager. Surveys told us that staff are supported regularly or often Care Homes for Older People Page 21 of 25 Evidence: by the manager. We were told that annual quality assurance surveys take place, the most recent results were not available for inspection. Staff told us that they attend meetings but they only happen if something crops up. No minutes were seen on this occasion but have been seen in the past. The registered manager has completed an Annual Quality Assurance Assessment (AQAA) for the Commission and returned it on time. The registered providers were not sure if the manager undertakes any audits at the moment but they said the menus had been reviewed with the residents. The administrator explained the system for the handling of residents money which has not changed since the last inspection. Money is held for six people and we saw it was held individually in a safe. We were told that eight people deal with their own money and others are assisted by their relatives. Appropriate records were seen along with corresponding receipts. Not all of the dates recorded had the year and this was discussed. The cash held for some people was checked against the records and found to be correct. We were told that health and safety and fire risk assessments have been undertaken and the fire officer was satisfied with the systems in place. The AQAA told us that equipment and service checks are carried out regularly and are kept up to date. The records show that statutory training takes place and most was up to date. The cook said the catering staff have undertaken food hygiene training, one cook to intermediate level. She said the Environmental Health Officer had visited and was due to return now that the tiling had been completed. The accident records show that eight were recorded during August 2009 and these were unwitnessed falls. Care Homes for Older People Page 22 of 25 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 23 of 25 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Older People Page 24 of 25 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. 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