Care Home: Tanglewood Care Home

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What the care home does well This home provides a pleasant, clean and very well decorated environment for residents. The home has provided evidence prior to this inspection, which shows that the home continues to meet the needs of the residents. Those residents spoken to expressed their satisfaction about all aspects of the care provided. Comments received were the food is always served hot and it is very good. The staff are always very kind and helpful. I have been here a long time and I am very happy. Staff are very good, can`t fault any of them. Two residents stated that we press our buzzers and the staff are here straight away. The carers were observed throughout this visit as being competent, kind and polite when speaking to people. What has improved since the last inspection? The acting manager stated that since the last inspection they have recruited a full time training officer who has addressed a wide range of care issues. A full time activities coordinator has also been employed to ensure that people have access to stimulating activities and hobbies, which they wish to do. She also commented that next year all bathrooms and toilets are to be refurbished to ensure the high standard of decor is maintained withing the home. Audits are now undertaken on a monthly basis to ensure that all residents finances are in order. What the care home could do better: Care plans must address the issues of individual residents privacy and dignity and how this is to be delivered. This would ensure that individual residents have their say as to how their privacy and dignity is to be maintained given the daily routines that communal living imposing on them. Not all people living in this home have a list of property or valuables that they came with. This must be undertaken to ensure that valuables can be accounted for and that residents are happy to keep them or not. Care plans seen of three residents did not reflect person centred care planning. This must be introduced so as to ensure that residents are actively involved in their care plans, which would reflect the care that they request. The acting manager was advised about the Mental Capacity Act 2005 and how this addresses the rights of residents. Care plans now need to record any requests made by people affecting their care and general welfare. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Tanglewood Care Home 36 Louth Road Horncastle Lincs LN9 6EN     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: Douglas Tunmore     Date: 1 1 1 2 2 0 0 8 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 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 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 Older People Page 2 of 27 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.csci.org.uk Internet address Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: Tanglewood Care Home 36 Louth Road Horncastle Lincs LN9 6EN 01507527265 01507527965 nike.ajewole@twhealthcare.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Tanglewood (Lincolnshire) Ltd Name of registered manager (if applicable) Type of registration: Number of places registered: Conditions of registration: Category(ies) : care home 55 Number of places (if applicable): Under 65 Over 65 55 0 old age, not falling within any other category physical disability Additional conditions: 0 55 The maximum number of people who can be accomodated is 55 The registered person may provide the following category of service only: Care home with nursing - Code N to people of the following gender: either whose primary needs on admission are within the follwoing categories: Old age, not falling within any other category - Code OP Physical disability - Code PD Up to 5 service users, accommodated within the main body of the home under the category of PD, can be aged between 50 and 64 years. Up to five of the following rooms may be used to accommodate people within category PD: 16, 17, 18, 19, 40, 41, 42 and 43. When used by service users within the category PD, these rooms will be used on the basis of single occupany and total occupancy will be reduced accordingly. Date of last inspection Care Homes for Older People Page 4 of 27 Brief description of the care home Tanglewood is situated in the market town of Horncastle, which has a range of local services and facilities. It is one of a group of homes operated by the same company. It is set in its own landscaped gardens and comprises of a main home with rooms on two floors which can be accessed by a lift or stairs and four bungalows within the grounds each having lounge, bathroom, toilet, kitchen and bedroom facilities. There are carparking facilities to the front of the property. The home is registered as a care home with nursing for up to fifty-five older persons; however, within these numbers it is also registered to provide care for up to nine service users with physical disabilities within the age range of fifty to sixty four years. The home has developed a comprehensive statement of purpose, which makes reference to the principles of care such as privacy, dignity, independence and choice. Care Homes for Older People Page 5 of 27 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 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: The quality rating for this service is 3 star. This means the people who use this service experience good quality outcomes. This was an unannounced visit and it formed part of a key inspection, focusing on key standards, which have the potential to affect the health, safety and welfare of people who use the service. Throughout this report the terms we and us refer to The Commission for Social Care Inspection (CSCI). We took into account previous information held by us including the previous inspection report, their service history and records of any incidents that we had been notified of since the last inspection. Before we made our visit the provider had returned the Annual Quality Assurance Care Homes for Older People Page 6 of 27 Assessment (AQAA). This gave us information about their own assessment of how well they are meeting standards and their plans to improve aspects of the service. The main method used to carry out the inspection is called case tracking, this includes following the care of a sample of people through their records and assessing their care. We spoke with two people who use the service and saw rooms of seven people who gave us permission. We spoke with two staff members, the administrator and the training officer. We spoke with two visitors as part of the information gathering process. One of the directors was present during this visit as well as the acting manager who were informed of the general outcomes of this visit. We were told that the current fees for a weeks stay at the service range from three hundred and forty eight pounds to six hundred and eighty eight pounds depending on the level of care required and if the service user is receiving residential care or nursing care. Extras charged for include chiropody, hairdressing toiletries and newspapers. The providers Service Users guide and the last inspection report is available from the manager. 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. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 Care Homes for Older People Page 8 of 27 240 7535. Care Homes for Older People Page 9 of 27 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 27 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. The provider clearly sets out what it they intend to do for people and this information is freely available to them. A good initial assessment ensures that the needs of people can be met. Prospective residents are encouraged to take time before making the decision to move into the home on a permanent basis. Evidence: The providers AQAA states that; We give prospective and new clients as much information as possible to enable them to make an informed decision as to whether Tanglewood is suitable for their needs.We invite them with their relatives to visit the home and encourage them to experience all or as many aspects of our service. Through vigorous pre-admission assessments we ensure we are able to meet the clinical, social and physical needs of each resident. All pre-admission assessments are shared with all relevant departments, and if necessary we consult with their GP and other health care professionals. Care Homes for Older People Page 11 of 27 Evidence: We looked at the files of three residents who were being case tracked, which evidenced that pre-admission assessments had taken place and their care needs were clearly identified. One resident had been an admission from hospital and her file contained a nursing assessment of her care needs. Files of those people who were being case tracked also showed that risk assessments had been undertaken and were revised during their stay as required. Residents are also written to by the acting manager confirming whether the home can meet their needs or not. Visitors confirmed that they had been fully involved in the assessment process when their relative had been admitted to this home. The visitors stated that their experience of the admission procedure was very good during a very stressful time. All residents stated that they like living in this home and felt that their needs were met. One resident who was being case tracked commented that the staff had been welcoming and so good, this is a happy home. This home does not provide not intermediate care service. Care Homes for Older People Page 12 of 27 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. Peoples needs are being met by staff who understand their needs and deliver care in a respectful manner. However, some care plans do not contain sufficient information to make sure that individual needs and preferences are always fully met. Peoples are able to manage their medication themselves if they can, if they need help staff are trained to support them with it in a safe way. Evidence: The providers AQAA tells us that, care is personalised for each resident; their individual rights to privacy and dignity are maintained. Two of the three people who were being case tracked confirmed that they knew about their care plans. We looked at three files of residents who were being case tracked, which showed that their likes and dislikes were identified, as was the need to maintain their privacy, dignity and independence. However, there was no evidence that individual residents had been asked as to how they wished their intimate care need to be managed. Care Homes for Older People Page 13 of 27 Evidence: Care plans were seen not to be person centred in relation to the delivery of a care service. The acting manager confirmed that care plans are currently being reviewed and will reflect person centred care as well as individual residents wishes regarding their intimate care needs. Both residents told the inspector that the carers maintained their privacy. Files also identified the health care needs of residents and when the GP or chiropodist visits. Those residents who were being case tracked felt that the care given met their needs and that staff listen to what they say and act on their wishes. Two care staff confirmed that they were aware of peoples intimate care needs and knew how to ensure that their privacy and dignity is maintained. This visit found that risk assessments for individual residents are incorporated into care plans with details, so that where there are issues of concern they are acted upon. The acting manager evidenced that knew risk taking assessments are being introduced, which clearly shows levels of risks to individual residents. The pharmacist visited the home in 2008 and recorded that a medication evaluation was carried out with no discrepancies being found. Medication sheets were examined and it was found that an accurate record is kept of all medication given to residents on the day of this visit. One of the residents living in the home self medicated. The self medication risk assessment was seen and found to have not been signed and agreed by the resident, acknowledging she was aware of the risk factor. The acting manager actioned this issue and the risk assessment was signed during this visit. Care Homes for Older People Page 14 of 27 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. Social activities are extensive and well promoted, creating a variety of events and activities which residents are informed about. People can exercise choice about which activities, if any, they wish to participate in and what meals they want to eat. Evidence: The providers AQAA shows that, we ensure that our residents maintain contact with their families, friends, representatives and the local community as they wish.Residents are encouraged to maintain personal autonomy and choice. Residents are encouraged to personalise their rooms.We ensure that residents dine in pleasing surroundings and at a time convenient to them. Our menus have sufficient choice and is varied, appealing, wholesome and nutritious. We looked at the homes monthly newsletter for December 2008. It evidenced that there are a lot of activities over the Christmas period including; a coffee afternoon, craft sessions, decorating Christmas hats and stockings and there is to be a competition for the best ones judged by the mayor of Horncastle. There is a Christmas quiz, a fashion show, a junior brass band and a Christmas Fayre. On the day of this visit people were having the hairs permed by the visiting hairdresser. Care Homes for Older People Page 15 of 27 Evidence: The manager confirmed that since the last visit they now have a full time activities organiser. A nursery school visited in the afternoon of this visit and they sang Christmas carols for the residents. People were clearly very pleased to see the children and one resident commented that they were lovely. There is also an entertainments committee made up of visitors and residents who helped decorate the home for Christmas. The minutes of the last residents meeting were seen and evidenced that people have a say in the running of this home and their comments are recorded. Visitors confirmed that they are made welcome and are offered a hot drink when they arrive. A resident stated that I get a lot of visitors and I go out for visits with them. Both residents who were being case tracked felt that this was a very happy home, one made specific comments in that, I love it here, I have no relatives and am not on my own this is my home. In house surveys showed that the majority of people felt that they made their own choices and suitable opportunities are available for them to enjoy interests and activities. The inspector joined three residents for lunch and spoke to two others about the food on offer. Comments were complimentary about the food and they said that choices were available. One resident stated that they come around and ask you if the menu for the following day is alright and you can then make a choice of something else. Another resident commented that they know my likes and dislikes. Care Homes for Older People Page 16 of 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The complaints procedure is clear and gives people and their relatives the confidence that comments and concerns will be listened to. There is a robust adult protection procedure to safeguard residents. Evidence: The providers AQAA tells us that, residents and their families or Representatives are confident that their complaints will be listened to, taken seriously and acted on. We ensure that our residents legal rights are protected and that our residents are protected from any form of abuse. All staff are trained in the Safeguarding Adults procedure. Two carers commented that they knew what safeguarding was and what action they would take if abusive practise came to their attention. They were aware of the types of abuse and what forms it could take. They were aware of the policies and procedures, which they have read. One confirmed that she had undertaken training last week relating to safeguarding people with the training officer and it took the form of a discussion. The provider has the appropriate adult protection policies and procedures regarding the safeguarding of residents. The providers AQAA shows that there has been seven complaints and one safeguarding referral. The complaints file was seen and a record Care Homes for Older People Page 17 of 27 Evidence: was kept of all complaints and there outcomes. The acting manager stated that there had been a safeguarding strategy meeting in which an unsafe manual handling situation had resulted in a resident receiving injuries and being admitted to hospital. An action plan has been devised and the acting manager is to meet with a social worker during the week beginning 15/12/08 to discuss the ongoing care of this resident. The social services safeguarding officer was contacted on the 17/12/08 and confirmed that requirements had been made regarding this incident and that the appropriate agencies would be visiting to ensure that action has been taken by the provider. The director commented that any concerns or complaints should be addressed by the manager as soon as an issue arises as this ensures good practise and a quick resolution of complaints. The provider continues to work well with the social services department and keeps the commission informed of any events affecting the health and welfare of people at the home. The in house surveys showed that they the relatives and residents know how to make a complaint and no concerns were raised. Two people seen knew who to talk to if they needed to make a complaint. They told the inspector that they felt safe in the home and had no concerns. Care Homes for Older People Page 18 of 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents benefit from a comfortable, warm, safe and clean environment that meets their individual needs. Evidence: The providers AQAA states that the location and layout of our care home enables our residents to live in a safe, well maintained environment. Residents have access to safe and comfortable indoor and communal facilities and the care home provides sufficient and suitable WCs and bathing facilities. In house surveys show that residents feel that they have enought of their own possessions with them and within reason they can go to bed and get up they like. Two visiters seen on the day of the visit stated that the decor is very cosy and welcoming and that they had never detected any unpleasant odours. There are call bells in all rooms, which two residents said they have good access to. Rooms seen by the inspector were decorated to a very high standard. There are telephone points so that residents have a choice about using a phone of their own and there are television points in all rooms. Care Homes for Older People Page 19 of 27 Evidence: During the visit the acting manager confirmed that there is a programme of maintenance in place and that in 2009 all bathrooms are to be refurbished. In a previous visit in 2007 it was found that a full refurbishment of the home had taken place. There is also specialised equipment for the moving and handling of residents. There is a hair dressing salon and conservatories in which residents can sit in a peacful area or they can sit in the main reception area and watch people coming and going during the day. All gardens are landscaped and have garden furniture so people can sit outside in a pleasant environment. Two residents stated that they liked their rooms and had brought memorabilia with them when admitted. They also said that their rooms are kept clean dusted and tidy and there are no unpleasant smells. We visited seven bedrooms with the consent of residents. They were found to be personalised and clean. All seven residents stated that they were very happy with their rooms. An infection control policy is in place and staff were seen wearing gloves and aprons and using the correct disposal bags when dealing with dirty laundry. Care Homes for Older People Page 20 of 27 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. The home is adequately staffed with employees who were experienced, competent and trained to care for older people. People are protected by the homes robust employment procedures. Evidence: The providers AQAA tells us that, residents needs are met by the numbers and skill mix of staff that are trained and competent to do their job. Two members of staff confirmed that they had undertaken training including; fire training, first aid, moving and handling, infection control and health and safety. We looked at the providers training programme, which evidenced that training is undertaken to ensure that staff can meet peoples needs. The providers AQAA and training programme also showed that nine staff have undertaken NVQ (National Vocational Qualifications in caring for the elderly) level 2 and five are working toward level 2. The training officer stated that all staff would be undertaking NVQ training. Both carers confirmed that they have undertaken employment checks carried out by the provider. This included obtaining two references, a criminal record bureau check Care Homes for Older People Page 21 of 27 Evidence: (CRB), protection of vulnerable adults check (POVA) and a formal interview. In house training relating to safeguarding has been undertaken and was documented in the training programme. We looked at two carers personnel files and found that checks had been undertaken. The acting manager stated that those staff who had POVA checks were supervised whilst their CRB was received. A specific comment from a resident was there is always someone there that I can talk to or ask for help if I need it. Two residents stated that they never wait for staff to attend them especially when they buzz for assistance. Another comment was that there is enough staff and they come quickly if required. We looked at the staff rota, which confirmed that appropriate staffing levels are being maintained and ensures a mix of skills are available to meet the needs of residents. Both members of staff felt that there was enough carers most of the time and that moral was good among staff. Care Homes for Older People Page 22 of 27 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 home is managed competently and the staff team are supported in carrying out their respective roles. The views of people are listened to and they are involved in decisions affecting them. Evidence: The providers AQAA shows that the care home is run in the best interest of the residents who benefit from the ethos leadership and whole management approach of the care home. Employees are suitably supervised and residents rights and best interests are safeguarded by the care home accounting, financial and record keeping. The health and safety and welfare of our residents and employees are promoted and protected. The acting manager who is otherwise employed as the companies compliance officer will be returning to her former post in January 2008. A new manager commences work at this home at that time and she has experience of managing residential homes for Care Homes for Older People Page 23 of 27 Evidence: the elderly. Both members of staff stated that the acting manager is very supportive and that she gets things done. They confirmed that she also spends time on the shop floor. A resident said that the acting manager is great and is around the home during the day. Observations made by the inspector during this inspection were that the acting manager spent a lot of time with residents and had an approachable manner. She was also proactive in addressing those issues raised in this visit and undertook changes as required. The providers undertake residents meetings and audits. We looked at the last audit, which evidenced that residents were happy with the care that they receive at this home. The acting manager confirmed that regular monthly audits are undertaken on records of any monies held on behalf of residents is maintained. We looked at financial records of two residents monies, which is kept in a safe place. It was found that there is a clear audit trail in place and that an accurate record was kept with receipts for purchases made being available. We looked at residents files and found that not all had a record of clothing items or valuables that the residents have brought with them on admission. The acting manager arranged for this to be undertaken immediately. The providers AQAA identified that there are a range of policies and procedures available in the home relating to the health and safety of residents. This document also showed dates when equipment was serviced and fire alarm checked to ensure the safety of residents and staff. Care Homes for Older People Page 24 of 27 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 25 of 27 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 26 of 27 Helpline: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.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. 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. 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