Care Home: The Grange

Similar services:

• Byars Care Home
• St Marys Nursing Home
• Bramble Lodge
• Parkmanor Residential Home
• Thornham Grove
• Hunter`s Lodge
• London Road Neurological and Specialist Care Unit
• Carlton Care Home

What the care home does well Various information such as the service user guide has been made available in a pictorial format to make the information easier for people to understand. Care plans are very comprehensive and covered all aspects of the care and support that people require. There was much detail about people`s individual preferences and evidence of people are helped to make choices. Care plans reminded staff of the need to respect people`s dignity and advised how this should be done for each person. Notices on the wall throughout the home remind people of the need to drink plenty of water. Staff were seen offering people drinks on a regular basis. The atmosphere in the home was calm and relaxed with routines being flexible to accommodate individual`s preferences. One person told us "I never knew that there were homes like this - we have so much freedom, it`s a lovely atmosphere." The home offers an extensive range of activities geared to people`s individual preferences and abilities. Staff explained that because people have something meaningful to do it reduces any anxieties that they may have and any behaviour that might be related to their anxiety levels. People were observed looking relaxed and happy. The lounge / dining areas have been laid out so that there are several quite areas where people can sit quietly or entertain visitors away from the main sitting / dining areas. The manager explained that she utilises various methods to ensure that staff receive the training and information that they require such as people attending training sessions organised by the Council County, training from other agencies, videos, information packs and e learning. One member of staff commented that they "have training all the time." This makes sure that staff continue to develop their skills. Staff were seen spending time sitting with people talking to them and doing various activities. The manager told us that she spends a lot of time talking to and observing the people who live in the home and attends the staff handover each morning so that she can monitor people`s well being and care. The results of a recent satisfaction survey showed an excellent level of satisfaction with all thirty five respondents saying that they would recommend home to others. What has improved since the last inspection? People have the choice of having door knockers and individual picture plates on their bedrooms doors to promote privacy and orientation.The home has Utilised training DVD`s to give in house workshop training on Stroke, Quality in Care and Infection Control. The home has introduced increased monitoring of the standard of care provided by agency workers. The home is beginning to implement "Essential steps to safe, clean care" which is a nationally recognised framework to prevent and manage the spread of infections and improve people`s safe. What the care home could do better: Contact details within the homes complaints procedure need to be updated to ensure that people are aware of who to contact if they have a concern. Key inspection report Care homes for older people Name: Address: The Grange Staverton Road Daventry Northants NN11 4EY     The quality rating for this care home is:   three star excellent 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: Catherine Perrins     Date: 1 1 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 26 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 26 Information about the care home Name of care home: Address: The Grange Staverton Road Daventry Northants NN11 4EY 01327705226 01327709758 mcraig@northamptonshire.gov.uk www.northamptonshire.gov.uk Northamptonshire County Council care home 38 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: No person admitted with the DE category will be below the age of 60. No person falling within the DE category can be admitted where there are already 5 people of DE category already in the home. No person falling within the DE(E) category can be admitted where there are already 25 people of DE(E) category already in the home. No person falling within the OP category can be admitted where there are already 38 people of OP category already in the home. The total number of service users within the DE(E) and the DE category must not exceed 25. Total number of service users in the home must not exceed 38. Date of last inspection 5 0 Over 65 25 38 Care Homes for Older People Page 4 of 26 Brief description of the care home The Grange provides residential care for up to 38 older people of both sexes with 20 places for people with dementia. The Home offers 28 permanent places and 10 Interim care places for up to 12 weeks when arrangements are made for discharge to the community or to another care home. The Home is owned by Northamptonshire County Council and is situated within a residential area of Daventry with easy access to the local facilities and amenities. The premises consist of all ground floor accommodation. There are central lounge/dining areas and all the bedrooms are single. People have the use of safe garden areas. The Home charges 450 pounds per week; People are assessed to pay according to their means. Extra charges are made for Hairdressing, Chiropody, Toiletries and Newspapers. Care Homes for Older People Page 5 of 26 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 three star. This means the people who use this service experience excellent quality outcomes. This was an unannounced key inspection which means that we focused on the key national standards. The key standards are those considered by the Commission to have the most impact on outcomes for residents. As part of the preparation for this inspection a period of three hours was spent reviewing the information that CQC has about this service. We looked at all the information that we have received, or asked for, since the last key inspection or annual service review. This included: Care Homes for Older People Page 6 of 26 The annual quality assurance assessment (AQAA) that was sent to us by the service. The AQAA is a self-assessment that focuses on how well outcomes are being met for people using the service. It also gave us some numerical information about the service. Surveys returned to us by people using the service and from other people with an interest in the service. Information we have about how the service has managed any complaints. What the service has told us about things that have happened in the service, these are called notifications and are a legal requirement. The previous key inspection and the results of any other visits that we have made to the service in the last 12 months. Relevant information from other organisations. The inspection visit lasted six hours during the morning and afternoon of a weekday. During the inspection three people were case tracked. This involves looking in detail at all aspects of their care and experiences at the The Grange, including looking as their individual plans of care and other records, talking to them and talking to their care staff. Because people with dementia are not always able to tell us about their experiences we also used observations of peoples state of well being and how they interacted with staff members and others. A sample of staff files were also viewed as part of the inspection. The registered manager was present for the inspection. Care Homes for Older People Page 7 of 26 What the care home does well: What has improved since the last inspection? People have the choice of having door knockers and individual picture plates on their bedrooms doors to promote privacy and orientation. Care Homes for Older People Page 8 of 26 The home has Utilised training DVDs to give in house workshop training on Stroke, Quality in Care and Infection Control. The home has introduced increased monitoring of the standard of care provided by agency workers. The home is beginning to implement Essential steps to safe, clean care which is a nationally recognised framework to prevent and manage the spread of infections and improve peoples safe. 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 26 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 26 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are given detailed information about the home and thorough assessments of their needs mean that they can be confident that the home is right for them. Evidence: The home has a statement of purpose and service user guide which give people good information about the home and the services it offers. The service user guide is also available in a pictorial format to make the information easier for people to understand. These documents along with other useful information about the home are displayed near the main entrance to the home so can be easily accessed by people living in the home and any visitors. Records show that peoples full range of needs are thoroughly assessed before they move to The Grange to make sure that the home is right for them. The manager explained that this initial assessment is used as a starting point for developing peoples care plans and that it is added to over the first couple of moths after Care Homes for Older People Page 11 of 26 Evidence: someone moves in and as the staff find out more about peoples individual needs and preferences. The manager explained that people are admitted to the home usually from hospital for an interim assessment when they no longer need medical intervention. The home can then assess people in a social care situation before they move into residential care or home. Many people who are admitted to the interim assessment beds decide that they want to stay at the home and wait for a permanent bed to be available. People told us that their relatives were able to visit the home before they moved in. Care Homes for Older People Page 12 of 26 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People can be confident that their health and personal care needs will be met in a way which respects their preferences and maintains their dignity. Evidence: Each person who lives at the home has an individual plan of care. This contains their care plans and other information that staff need to care for people in the right way. Care plans seen were very comprehensive and covered all aspects of the care and support that people required in relation to their physical, emotional, spiritual and cultural needs. There was much detail about peoples individual preferences such as what time they liked to get up and go to bed, whether they liked a cup of tea first thing in the morning and also evidence of people being helped to make choices such as what clothes they wanted to wear. Care plans reminded staff of the need to respect peoples dignity and advised how this should be done for each person. Care plans contained details about how peoples well being should be promoted for example it was noted that one person often became too warm at night so staff should Care Homes for Older People Page 13 of 26 Evidence: check her and fold back her duvet. Clear information is given to staff to help them communicate with people for example one person does not like to be rushed and likes staff to explain exactly what they are doing. Records show that staff had observed by someones facial expression that they were experiencing pain and had offered them pain relief. Records show that people had been assessed to find out if they are at risk of developing pressure sores. Where it was identified that there was a risk measures were put in place to reduce the risk such as provision of specialist equipment and helping people to change position regularly. Recognised assessments and screening tools are used to assess people for the risk of falls, moving and handling and nutrition. Notices on the wall throughout the home remind people of the need to drink plenty of water. Staff were seen offering people drinks on a regular basis and the manager explained that people are offered water after every meal. Individual plans of care seen contained life histories which detailed the significant events in peoples lives. The manager explained that this was being developed further to include a family tree with pictures and photographs or pictures to show other aspects of peoples lives such as where they used to work. These can then be used to encourage further conversations and reminiscence as well as giving staff an enhanced understanding of the person. The administration of medication is well managed with all entries on the medication record being signed to show that people are receiving their medication as prescribed. Where people require prescription creams they have a chart in their bedroom which details how, where and why the cream should be applied to ensure that it is applied as prescribed. The manager explained that she carries out regular audits of the medication and of peoples care plans to ensure that the required standards are being met. Care Homes for Older People Page 14 of 26 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples quality of life is maximised by having flexible routines and a wide range of meaningful activities. Evidence: The atmosphere in the home was calm and relaxed with routines being flexible to accommodate individuals preferences. One person told us I never knew that there were homes like this - we have so much freedom, its a lovely atmosphere. Visitors are very welcome. Visitors come with their children. Signs have been put up in communal areas to welcome visitors and encourage them to make themselves a hot drink if they wish too. Throughout the day during the inspection people were observed taking part in a range of different activities. Staff explained how people are encouraged to participate in activities according to their individual needs and preferences. One person, who is in the advanced stages of dementia, was observed enjoying the company of sitting with others and observing their activity. Another person enjoyed sorting through a jewelry box. Staff explained that some people have their own boxes with items which are designed to stimulate them to join in with conversation and interaction with staff and Care Homes for Older People Page 15 of 26 Evidence: their relatives. A small group of men were observed looking at some old tools and items that would have been found in a garden shed and recounting their memories with a staff member. On the day of inspection a Pets as Therapy (PAT) dog was visiting the home and people were seen enjoying stroking and fussing the dog. The manager explained that they also have entertainment such as singers coming into the home and a volunteer who runs a bingo session each week. Staff explained that activities are planned for the evenings as well as during the day. People told us that they had recently enjoyed a film night. Numerous photographs on the walls show the various activities that people have taken part in. Within the communal areas various items were observed that were available to encourage people to develop their interests and hobbies such as craft materials, games and items to encourage reminiscence. Staff explained that because people have something meaningful to do it reduces any anxieties that they may have and any behaviour that might be related to their anxiety levels. Lunch was observed during the inspection. Staff were seen assisting people in sensitive manner, talking to them and explaining what the food was. One person told us the foods very good - I enjoy my food. Menus seen were varied with people being offered a choice of main meals. The manager explained that the home provide people adapted cutlery and plates if required to help people to remain independent with their eating. She told us that finger foods are also available should people find this easier. Care Homes for Older People Page 16 of 26 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. People are safeguarded by the homes policies, procedures and practices. Evidence: The home has a complaints procedure which outlines what people should do if they wish to raise a concern about the home and the response that they can expect. This is available for people to look at near the front door. The procedure generally contained good information but some of the contact details were not up to date. People spoken to said that they would raise any concerns they had with the staff or with the manager and that they were confident that their concerns would be acted on. The manager told us that peoples relatives are provided with a copy of the complaints procedure to ensure that they know how to raise any concerns that they may have. Details of local advocacy schemes and other sources of help and advice were also displayed by the front door. The manager said that the home has not received any complaints since the last inspection. Two alerts to the Safeguarding Adults team within the local authority have been made, in both instances records show that the home followed the appropriate procedures to ensure that people were safe. Staff spoken to knew how to raise any concerns that they may have and were aware of their responsibilities under the locally agreed safeguarding adults procedures. Care Homes for Older People Page 17 of 26 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. Use of available space has been maximised to ensure that people benefit from a comfortable and homely environment which caters for their needs. Evidence: The Grange is a single storey purpose built home in a residential area of Daventry. There are three separate wings to the home, two of which cater more for people with dementia. Each wing has an open plan lounge / diner which leads off from a large communal area by the main entrance to the home. People told us that they are able to move freely around the home and can chose to spend time wherever they wish to. Each area has been colour coded and there are various visual signs used to help people orientate around the home. A variety of crafts and other activities were taking place in the central communal area on the day of inspection and some people also has their meals in this area. The lounge / dining areas have been laid out so that there are several quite areas where people can sit quietly or entertain visitors away from the main sitting / dining areas. This layout combined with the decor, ornaments and other effects give a comfortable and homely feeling to the home. People were observed looking relaxed and happy. A small kitchen leads from each lounge / diner which is used for people to Care Homes for Older People Page 18 of 26 Evidence: make drinks. Various books, magazines, newspapers and activities are available and readily accessible to people. A cabinet in one of the lounge areas displays various items of interest which are regularly used as items for reminisces discussions. A sensory room also leads from the central area which people are able to access as they wish. This contains coloured lamps and other visually stimulating equipment. On the day of inspection people were seen sitting in the sensory room listening to relaxing music. Each of the bedrooms has a wash basin. Bedrooms seen had been made personal with people being able to bring in their own pictures, ornaments and effects. There are several communal bath and shower rooms available which are accessible to people with limited mobility. There is a small smoking room available for any people living at the home who wish to smoke and two enclosed garden areas which garden furniture so people can sit outside in the warmer weather. The home also has a main kitchen where all of the meals are prepared and a laundry room. The home was clean and generally well maintained throughout. Care Homes for Older People Page 19 of 26 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are cared for by a competent and conscientious staff team who are sensitive to peoples needs. Evidence: The recruitment of staff is well managed with all of the necessary pre recruitment checks being carried out to ensure that staff are suitable to work with older people. Staff told us that they had an induction when they first started working at the home which included working alongside an experienced colleague to make sure that they had all of the information that they need to do their job in the right way. Staff explained that they attend training courses such as food hygiene, safeguarding of adults, dementia care, infection control, fire safety and moving and handling. The manager explained that she utilises various methods to ensure that staff receive the training and information that they require such as people attending training sessions organised by the Council County, training from other agencies, videos, information packs and e learning. One member of staff commented that they have training all the time. This makes sure that staff continue to develop their skills. Staff were observed talking to and helping people in a kind and sensitive manner showing that they had a good understanding of the persons needs and preferences Care Homes for Older People Page 20 of 26 Evidence: and a good relationship with them. People spoke highly of the staff. One person told us, nothing is too much trouble - they are very helpful. Staff were seen spending time sitting with people talking to them and doing various activities. Staff rotas are planned to ensure that additional staff are available at busier times of the day, such as in the mornings to help people getting up. The manager explained that the home does rely on staff from an agency to cover shifts if regular staff are unable to work due to holidays or sickness but they they use the same agency workers to ensure consistency and minimise any disruption to the people who live in the home. Care Homes for Older People Page 21 of 26 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is efficient and well managed with a clear commitment to the best interests of the people who live there. Evidence: The registered manager has worked at the home for a number of years. Discussions with her and observations made during the inspection demonstrated a very high level of commitment to the home and the people who live their and the desire to see the home continue to develop and improve. The manager told us that the home carries out a satisfaction survey twice a year. The results are made available by the front door so that they can be viewed by the people living at the home and their visitors. The results of the most recent survey showed an excellent level of satisfaction with, for example all thirty five respondents saying that they would recommend home to others. Another person commented Mary (the registered manager) has been good to me. The home has a pictorial survey available for people who may find it easier to understand than the written version. Care Homes for Older People Page 22 of 26 Evidence: The manager explained that she is involved with the local Alzheimers Society and keeps up to date with the information and advice that they provide. She explained that she has also arranged for staff training on dementia through the Alzheimers Society to ensure that staff understand and are able to meet the needs of people with dementia. The manager told us that she spends a lot of time talking to and observing the people who live in the home and attends the staff handover each morning so that she can monitor peoples well being and care. One relative who returned a survey to the Care Quality Commission stated The Grange is an excellent care home. Another relative told us that they were very pleased, could not be more happy with the home and standard of care given. Records show that the home holds monthly residents meetings where issues such as activities and menus can be discussed. The manager explains that these meetings are done in smaller groups and that staff use photographs and pictures to help people to understand and contribute to the discussion. Records show that the necessary safety checks such as fire checks, checks on the water system and portable appliance testing have all been carried out recently. Hoists and lifting equipment has been serviced as per manufacturers recommendations. The registered manager informed us that she was going to be moving to manage another home owned by Northampton County Council and that another manager who currently manages another County Council home will be moving to The Grange. This is due to occur approximately two weeks after the date of inspection. Care Homes for Older People Page 23 of 26 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 24 of 26 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 16 Contact details within the homes complaints procedure need to be updated to ensure that people are aware of who to contact if they have a concern. Care Homes for Older People Page 25 of 26 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. 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. Care Homes for Older People Page 26 of 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!