Care Home: Stuart House

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What the care home does well Stuart House is providing a very good service at present. The home is benefiting from an effective and dedicated manager, who is popular with people living in the home and with staff. Staff are aware of every person`s needs, and people are active in planning their own care with staff. People make their own choices and decisions. People live very independent lives, and staff help and support them where they need some encouragement, or some help to learn new skills such as cooking. People do the hobbies and activities they like, as part of the community. They are free to see family and friends. Each person chooses and prepares their own meals. Staff are aware of what to about any concerns for people`s well being, and people living in the home know they can tell staff of any concerns. The building is well designed so each person has their own flat, which is well maintained and decorated. Staff have regular training in all aspects of care, which is important so the people living in the home get the best quality care. New staff are carefully chosen, and people living in Stuart House have some involvement with employing new staff. People living in the home like the care staff and say they are always treated well and get the support they need. The home`s manager is well qualified and experienced and she is managing the home well. Staff and people living in the home like her and say she is a very good manager. She keeps the home safe, and makes sure that the service keeps improving for people living there. What has improved since the last inspection? The home has acted on all comments made by this Commission after the last inspection. They have improved staff training and keep better records of checks done during staff recruitment. Staff are having regular supervision with their managers. All of this helps to ensure people are supported by good quality staff. What the care home could do better: The home does most things very well. The following is advice for best practice. The home could check some of their written information to ensure it is always accurate and is openly welcoming to people of different backgrounds. They could ensure that they carry out a full check on the quality of their service which results in a development plan at least once a year. Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: Stuart House 147 London Road Worcester Worcestershire WR5 2ED     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Debra Lewis     Date: 2 4 0 6 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. 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. Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) 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 Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Adults (18-65 years) Page 2 of 29 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). 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 CSCI copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 29 Information about the care home Name of care home: Address: Stuart House 147 London Road Worcester Worcestershire WR5 2ED 01905360140 01905352116 Stuart.House@shaw.co.uk www.shaw.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Shaw Healthcare (Group) Limited care home 5 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 learning disability mental disorder, excluding learning disability or dementia Additional conditions: The maximum number of service users who can be accommodated is: 5 The registered person may provide the following category of service only: Care Home Only (Code PC); To service users of the following gender: Either; Whose primary care needs on admission to the home are within the following categories: Mental Disorder, excluding learning disability or dementia, (MD) 5 Learning Disability (LD) 5 Date of last inspection Brief description of the care home Stuart House had its last inspection in May 2007. Stuart House is registered as a home for 5 adults with mental health care needs and/or a degree of learning disability, some of whom may have associated complex needs and behaviours. It provides accommodation in 5 separate self-contained flats, with some Care Homes for Adults (18-65 years) Page 4 of 29 Over 65 0 0 5 5 Brief description of the care home shared facilities as well. It aims to provide support in daily life, within a safe and structured environment; to assist people to become as independent as possible; and to provide opportunities and develop skills. A variety of approaches to care and support are used, according to individual needs; a person-centred approach is used. The home is in a residential area of Worcester, within a mile of the city centre, and has access to local shops and facilities. The registered provider is Shaw Healthcare (Group) Ltd. The responsible individual within Shaw is Mr Peter Nixey. Ms Alison Avery has been the manager of the home since early 2008 and was registered with the Commission in August 2008. Information about the home is available in a statement of purpose and a service users guide. The homes current charges will be shown in the service users guide. Care Homes for Adults (18-65 years) Page 5 of 29 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: three star excellent service Choice of home Individual needs and choices Lifestyle Personal and health care support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: This was a Key Inspection. This means that we checked all of the standards that have most impact on people living in the home. This report includes findings from the visit to the home, as well as any relevant information that has been received about the home before this inspection. This includes details from a report on the home provided by the manager. The last Key Inspection of the home was in 2007, when we found that the service was good. On this 2009 inspection, one inspector was in the home over a day. Staff did not know we were coming. We met and talked with people living in the home, with several staff on duty, with senior staff, and with the registered manager. We sent surveys to the people living in the home, to staff and to other professionals who have contact with the people living at Stuart House. We received many responses, Care Homes for Adults (18-65 years) Page 6 of 29 and some peoples comments are included in this report. What the care home does well: What has improved since the last inspection? 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 set out on page 4. Care Homes for Adults (18-65 years) Page 8 of 29 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 Adults (18-65 years) Page 9 of 29 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and health care support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 10 of 29 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, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. 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 the person 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. The home provides enough information to help people choose whether they want to move in. They make sure they are aware of peoples needs before they move in, so that people know the home can meet their needs. Evidence: We spoke with people living in the home, taking into account the views they expressed in surveys; we also spoke with staff and the manager in the home, and looked at records of peoples care and records of work done in the home. We did not see all written information about the home, but what we did see (the statement of purpose) met the required standards. Four people living in the home said they had chosen to move in and they had all had enough information to make an informed choice. The statement of purpose said the home was unsuitable for people using a wheelchair. It would be a positive move if the home were to reconsider whether the ground floor flat could be adapted if necessary; and if so, to make this clear in the information Care Homes for Adults (18-65 years) Page 11 of 29 Evidence: about the home, to ensure people with such a disability would not be unnecessarily excluded from the service. In addition it mentioned church services, but not any other specific religious place. This may be a minor detail, but inclusion of specific mention of other faiths could help people from varying backgrounds feel welcome. The statement of purpose did not specifically mention whether nursing was provided in the home, which is necessary to ensure people are clear about what the service offers. The usual procedure before people moved in was to obtain a full assessment of their needs from their social worker / care manager. In one case this was not done as they moved from another Shaw home and the social worker did not deem it necessary to reassess their needs, however shortly after admission their needs had been reviewed at Stuart House, clearly with the involvement of the person concerned. There was further evidence that the home regularly reviewed peoples needs to ensure they were able to meet them. Care Homes for Adults (18-65 years) Page 12 of 29 Individual needs and choices 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 needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People living in this home are very involved with decisions about what support they need, and help staff to keep clear records of what support plans have been agreed. People can live ordinary lives, making their own choices and decisions with some support from staff as needed. They are not restricted unecessarily, and staff help to reduce any risks involved in their activities. Evidence: We looked at written records of what support people needed, and spoke with people living in the home and with staff. All records of support needs we saw were up to date, detailed and relevant. They covered all aspects of peoples lives, including where they needed significant staff support with particular difficulties; where they needed help with independent life skills such as cooking and laundry; and where they needed support with developing their social lives and interests. People living in the home told us they were involved with reviewing their plans usually on a monthly basis, and this was evident from the Care Homes for Adults (18-65 years) Page 13 of 29 Evidence: records as well. They said that staff let them do what they wanted within reason, but gave advice sometimes, which is an appropriate approach for this type of service. All who replied to the surveys we sent (4/5 people living in the home) said they made their own decisions about what they did each day. Staff were aware of potential risks to people living in the home, and these were recorded. Where possible risks were reduced, without unnecessarily restricting anyones freedoms. For example, some people had had help with developing skills related to road safety awareness, to reduce risks of going out unaccompanied by staff. Where someone had more complex needs, staff had a clear strategy for how they could manage these needs, and relevant professionals advice and input had been sought by the home to ensure the best possible outcomes were achieved for that person. Care Homes for Adults (18-65 years) Page 14 of 29 Lifestyle 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 can take part in activities that are appropriate to their age and culture and 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 and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. 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 living in Stuart House have as much independence as they want, with staff support if they need it. They are able to choose their routines, activities and food. Family and friends are welcomed in the home. Each persons individual needs and backgrounds are respected by staff. Evidence: We saw records of activities and spoke with people living in the home. It was clear from what we saw that people living at Stuart House are free to make their own choices about what they do, and are encouraged and supported to take part in any enjoyable activities available, whenever possible as part of the wider community. They were not limited to only participating in special services for people with mental health needs or a disability. Some people were very independent. Staff supported those who needed it. Some people attended college or had jobs, and all Care Homes for Adults (18-65 years) Page 15 of 29 Evidence: took part in a variety of activities and hobbies. A staff member commented Now we have more staff I can see a difference in our service users, who are more active with activities. We were told that family and friends were welcomed in the home, and this was evident in records we saw. One relative told us that they felt the home cared well for their relative in the home, who was quite happy there after moving from another service. Daily routines in the home were unrestricted, other than staff being aware of any particular support that individuals may need. Everyone bought and prepared their own food, with support from staff if needed, and staff advised if necessary on healthy diets. People living in the home confirmed that staff were aware and respectful of their cultural needs. Care Homes for Adults (18-65 years) Page 16 of 29 Personal and health care support 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 receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people 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. If people are approaching the end of their life, the care home will respect their choices and help them to 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. People living in Stuart House get the personal support and health care support that they need, and they know that staff are clear about what they need and want. Their medication is managed in a safe way. Evidence: We looked at records, and talked with people living in the home and with staff. We saw records of peoples personal and health care needs, which told staff what support each person needed. Those we saw were all up to date and fully detailed, with clear descriptions of what staff should be doing to support each person. There were clear, separate records of health care needs and of all health related appointments, which were planned or had occurred already. This ensured staff were always able to know what health care was needed by each person. A health care professional told us the the home did well at monitoring and working with people with complex needs. People living in the home told us that staff supported them in helpful and respectful Care Homes for Adults (18-65 years) Page 17 of 29 Evidence: way, and always treated them well. We looked at the way staff handle medication for people living in the home. At the last inspection we had given some advice about good practice, and this time we saw that the home had acted on all of this advice. Records we saw were all in place as required, so it was always clear exactly what medication had been taken by each person, and the reasons for any being missed. Medication was being stored securely. Handwritten entries on medication charts had been signed by 2 staff as a double check on their validity and accuracy. Dates of opening had been marked on medication with a short shelf-life. All of this contributed to ensuring people received the medication they needed in a safe way. No-one was looking after their own medication, but staff were clear about the reasons for this and would encourage self-medication whenever it was considered suitable and safe. Care Homes for Adults (18-65 years) Page 18 of 29 Concerns, 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. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. 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. The home does everything necessary to reduce the risk of harm or abuse to people living there, and staff are trained in this and know what actions they would need to take to keep people safe if there ever was a concern. People living in the home know they can complain if needed and feel sure that staff will act on their concerns. Evidence: We looked at the homes records, and spoke with people living in the home and with staff. We found that staff in the home were clear about what to do if there was ever any concern for someones well being or safety, and they had been recently trained in the prevention of abuse. The homes policy was also clear. This reduced the risks to people living in the home and helped to ensure that any concerns would be properly investigated. There had been a concern about someone in the home (not because of actions within the home) and the manager had approached the relevant professionals for advice and support, and had reported her concerns for the the persons safety to the local Safeguarding co-coordinator and to this Commission. She had also ensured that staff knew and recorded what support and actions were necessary. This meant the home had done all necessary on their part to reduce the risks to this person. Everyone living in the home said they knew how to make a complaint. They felt confident that staff would act on their concerns. This Commission had received no Care Homes for Adults (18-65 years) Page 19 of 29 Evidence: complaints about this home. There were no recent complaints recorded within the home. It would be good practice to ensure any concerns, even minor ones, were recorded together with the actions taken, to ensure that all concerns were resolved and any patterns were noticed. Care Homes for Adults (18-65 years) Page 20 of 29 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, comfortable, 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. People have enough privacy when using toilets and bathrooms. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Stuart House provides individual flats for each person living three, giving them ideal opportunities for developing more independent living (within a supported environment) and for choosing their own surroundings. The building is kept clean and safe for people living there. Evidence: We looked around the home, inside and out. One person welcomed us in to look around their flat. Others have shown us their flats on previous visits. The home provided excellent individual flats for service users, which were well furnished and maintained. Each was clearly individual. They were ideal for learning independent living skills. No specialist equipment was needed. The home had a very small back yard. Space is very limited, but good use had been made of this area so it is a pleasant place to spend time. In addition an area at the side of the home had been opened up and used for growing some vegetables, another improvement for people living there. Care Homes for Adults (18-65 years) Page 21 of 29 Evidence: The home was clean and hygienic on the day of the inspection. Staff had been trained in infection control and food hygiene so were able to support people with keeping their environment hygienic. Staff worked with service users, if needed, to maintain their flats. The flat we saw on the day was clean and tidy, and the person living there had furnished it to their own tastes. There was some concern from staff that plans to increase the number of flats by converting a downstairs area may have a negative impact on the ability of the staff team to function well. This was not discussed on the day, but should be taken into account by management. Care Homes for Adults (18-65 years) Page 22 of 29 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, qualified 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. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. 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 enough staff, who are well trained, to meet the needs of people living in the home. People say the staff are good and they get on well. No-one works in the home until they have had full checks done on them to reduce the risk of employing unsuitable people. Staff are well supervised, so people living in the home can be sure that staff know what they should be doing and are supported by the senior staff and manager. Evidence: We looked at the homes records, and talked with staff and with people living in the home. We found that there were enough staff on duty to meet the needs of the people living there, who all said staff treated them well and that they liked the staff. Staff had a very positive approach to their work. Comments from staff included I feel that the staff team works well with each other, which benefits our service users needs. and Staff are encouraged to seek out and attend training wherever possible, maintaining a high level of skill and support. Staff training was well organised and they had been trained in all relevant areas, Care Homes for Adults (18-65 years) Page 23 of 29 Evidence: including mental health, positive responses to challenging behaviour, and food hygiene; all undertook induction training and were doing (or had done) NVQs (National Vocational Qualifications) at level 3. The manager was clear who had done what training, and what was due to be done, so people living in the home could be confident that staff were well trained to give them the right support in any situation. Each staff member had individual supervision with the homes manager or with a senior staff member (who had been trained in supervision) so their work with people in th home was regularly evaluated and they received the support and information needed to work most effectively with people in the home. There were also regular team meetings. Full checks were done on staff before they were employed in the home. We saw records of checks done on new staff , which were well organised and complete, showing that the manager is conscientious about protecting people in the home from potentially unsuitable staff. In addition, people living in the home had been involved with the recruitment of new staff and described this process to us. Care Homes for Adults (18-65 years) Page 24 of 29 Conduct and management of the 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 have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because 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. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience excellent 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 very good manager, who people living there like. She is experienced and qualified, and her approach is very much based on the needs of the people in the home. She is thorough in ensuring that all records and checks are kept organised and up to date, which helps to ensure the safety and well being of the people living in the home. Evidence: The manager of the home was registered with the Commission in August 2008, when she was judged to have sufficient experience, skills and qualifications for the role. She is a qualified nurse with a speciality in learning disability, and her training included mental health needs. Staff and people who live in the home liked her and said she is a good manager. She was described as Very good, very nice, fair , gets things done, lovely, the best manager Ive worked for and approachable. A health care professional commented that the manager appears to have a realistic, personcentred vision for the service. The managers contacts with the Commission have been positive, open and Care Homes for Adults (18-65 years) Page 25 of 29 Evidence: informative. Before the inspection she provided us with a range of written information about the service, which during the inspection we found to be an accurate assessment of the service. It included ways in which the home planned to improve or develop, as well as what was being done well. During the inspection we found that she was very focused on the needs of people living in the home, and was willing to take firm and positive action to achieve the best possible outcomes for them. The managers approach was open and proactive. It was popular with people living in the home and with staff. We saw that she responded to each particular person or situation according to individual needs, and changed her approach if different needs arose. Within the home the manager uses regular quality audits to ensure care documentation, training and safety checks are all kept up to date. The home is also visited regularly by a senior manager from the provider (Shaw), who reports on how the home is meeting required standards. We saw some of these reports, which were detailed and showed actions being taken, or planned. The manager had acted on all requirements and recommendations previously made by this Commission, and all relevant improvements had been made. This shows that the home is being well managed in-house and by the organisation, ensuring it keeps developing to better meet peoples needs. The last full quality assurance audit had been done in early 2008 so this process was due to be repeated. Safety in the home was being well managed and we found evidence of required tests and checks being done at the necessary frequency. Risks were regularly assessed and required actions taken to reduce or eliminate them. Staff had up to date training in Health and Safety and in Risk Assessment. The manager did regular audits to ensure safety checks were up to date, which is good practice and helps to ensure the safety of the people living in the home. Care Homes for Adults (18-65 years) Page 26 of 29 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 Adults (18-65 years) Page 27 of 29 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 1 1 The manager should review the written information about the home, to ensure both the Service Users Guide and the Statement of Purpose contain all the necessary information, and show a welcoming approach to people from diverse backgrounds. The manager should ensure that full quality audits based on the views of people living in the home are carried out annually. 2 39 Care Homes for Adults (18-65 years) Page 28 of 29 Helpline: Telephone: 03000 616161 or Textphone: or 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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