Care Home: The Laurels Nursing Home

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What the care home does well People told us that they thought the attitude of staff was good and that staff were helpful. They also told us that the food was good. The way staff recorded care needs was good and records were clear and easy to follow. They gave staff clear directions. People also received a good assessment of their needs prior to moving in to the home, so people were not being admitted inappropriately. Staff did a lot of internal quality assurance, by listening to people and monitoring practice they found ways to continually improve their service. What has improved since the last inspection? Care plans contained better risk assessments meaning that people were better protected against potential harm. There were new checks on medications, meaning that there was less risk that people would not get the right medicines. People had more opportunity to enhance their lifestyle because a new activities person had been employed and there was more planned activity. Staff training had improved meaning that staff had access to a regular programme of training and so they could provide a better service to people. Measures had been taken to improve infection control within the home and staff had been trained in this area, making it a safer place for people to live. The environment was improving through ongoing refurbishment. Systems had been introduced so that when people raised concerns, the action the home had taken was better recorded, and things were being recorded in a more confidential way. What the care home could do better: Care planning needs to identify mental health needs more accurately and social care needs could be more individually planned. Staff will need ready access to the safeguarding procedures and where information is given out to staff, they will need to make sure it is accurate so people are better protected. There are still some improvements needed to the fabric of the home, particularly the front of the building, to make it more inviting and homely. Staff need to get better at recording when they have taken action to reduce areas of risk identified through the fire risk assessment, to support they are keeping people safe. Key inspection report Care homes for older people Name: Address: The Laurels Nursing Home 77 Nottingham Road Spondon Derby DE21 7NG     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Helen Macukiewicz     Date: 0 9 0 6 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 28 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 28 Information about the care home Name of care home: Address: The Laurels Nursing Home 77 Nottingham Road Spondon Derby DE21 7NG 01332662849 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: thelaurelshome@aol.com European Care (Derby) Limited care home 45 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category physical disability Additional conditions: European Care (Derby) Limited is registered to provide nursing and personal care to service users whose primary needs fall within the categories of: Old Age, not falling within any category, (OP) - 45 Physical Disability (PD) - 10 The maximum number of service users to be accommodated at The Laurels is 45. Date of last inspection Brief description of the care home The Laurels care home provides personal and nursing care for up to 45 persons aged 65 years and over, mainly with physical health needs, including up to 10 places for persons aged 50 years and above. The Laurels is a two-story detached building, which has been adapted and extended as a care home. The home opened in 1989. It is situated in Spondon close to local shops and a bus route. Access to the first floor is by stairs and a lift. The home has 3 lounges and a dining room on the ground floor. A smoking area is provided on the first floor. The home has a garden area, which is accessible. At the time of this inspection visit it was stated that the fee range for this service was Care Homes for Older People Page 4 of 28 0 10 Over 65 45 0 Brief description of the care home between 425.00 GBP to 547.00 GBP per week. Any extras to pay for are stated in the information guide for people who use the service, available from the home. Copies of the latest inspection report can be found in the managers office, upon request. Care Homes for Older People Page 5 of 28 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The focus of inspections undertaken by the Care Quality Commission (CQC) is upon outcomes for people using the service and their views of the service provided. This process considers the homes capacity to meet regulatory requirements, minimum standards of practice and focuses on aspects of service provisions that need further development. Where possible, we include evidence from other sources, notably District Nurses and Social Workers. We also use information gathered throughout the year, to support our judgements such as notifications from the provider, complaints or concerns. We also use information from an Annual Quality Assurance Assessment (AQAA), referred to throughout this report as the pre-inspection self-assessment, which the provider is required to complete prior to a visit to the service. This provides evidence for us to make informed judgements when assessing the National Minimum Standards (NMS). Care Homes for Older People Page 6 of 28 The primary method of inspection used during the visit to this service was case tracking. This involved selecting four people and tracking the care they receive through review of their records, discussion with them where possible, the care staff and observation of care practices. Time was spent in discussion with the Manager and staff. Relevant records belonging to the home were also examined such as complaints and policy documents. A brief tour of the home took place including some bedrooms. All of the key standards were inspected on this occasion. Care Homes for Older People Page 7 of 28 What the care home does well: What has improved since the last inspection? What they could do better: Care planning needs to identify mental health needs more accurately and social care needs could be more individually planned. Staff will need ready access to the safeguarding procedures and where information is given out to staff, they will need to make sure it is accurate so people are better protected. There are still some improvements needed to the fabric of the home, particularly the front of the building, to make it more inviting and homely. Staff need to get better at recording when they have taken action to reduce areas of risk identified through the fire risk assessment, to support they are keeping people safe. Care Homes for Older People Page 8 of 28 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 28 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 28 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are able to choose a home that can meet their needs. Pre-admission procedures ensure that people are not admitted inappropriately. Evidence: Information about the home was written in two main documents the Statement of Purpose and Service Users Guide. These documents gave people the information they needed about what services the home provided. They were kept in places where people could easily see them. In her pre-inspection self-assessment the manager told us all rooms and lounges we have a Statement of Purpose and Service Users Guide. New brochures have now been done, waiting for printing. Assessments are always carried out prior to admission unless admitted as an emergency. Still waiting for Braille and Audio tapes of Statement of Purpose and Service Users Guide to be completed. Care Homes for Older People Page 11 of 28 Evidence: Care files showed that a senior member of staff visited people to carry out an assessment prior to being admitted, unless it was an emergency admission. These assessments were recorded, and the form used showed that peoples needs were being fully assessed. A copy of Social Services and/or healthcare assessments were also kept, this meant that all people had a record on file to support that staff knew what their needs were going to be before they were admitted. One visitor told us they thought the home was lovely and that their relative had told them they liked living there. Care Homes for Older People Page 12 of 28 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. People have their care needs met in a private and dignified way. Evidence: We found that care records demonstrated more involvement from the person or their advocate although not all had been signed. However, in her pre-inspection selfassessment the manager had acknowledged that they needed to continue to engage families to share access to our documentation and input areas to help us provide person centred care. The manager had also started to do regular audits of care plans and this had helped to make further improvements to the standards of recording since we last visited. Generally, care plans gave clear directions for staff and flowed logically from assessment to review. People had their needs risk assessed in areas such as falls, continence and nutrition. Some entries had not been dated and signed and some basic information was missing from profile sheets such as marital status or religion. However, staff could demonstrate a sound knowledge of peoples individual circumstances. Care Homes for Older People Page 13 of 28 Evidence: Care plans to meet physical needs tended to be more individualised than those for people with mental health and social care needs. Although there was good assessment of peoples predominant mental health needs and social care history, the care they would need in this area was not fully described in the main care plan, or tailored to suit individual need. People told us they saw the Doctor when needed and that visits from the chiropodist, dentist and optician took place. Visits were clearly recorded in care files. There was information and equipment available for people with sensory loss. People told us they were treated with dignity and respect and that they had their need for privacy upheld. People confirmed that staff routinely knocked to request permission, before entering their bedrooms. Staff were given directions to uphold peoples dignity and respect in care plans. The management of medicines had improved since we last visited. Systems were in place to ensure staff were not disturbed during medication rounds, thus reducing the potential for medication error. All medications given had been signed for. A sample check of medication showed that all those given had been accounted for in the records, with the exception of one medication. In this case, the deputy manager thought the amount being transferred on to the new medication chart had been incorrectly recorded, and agreed to check back through former records held at the home. BOOTS the Chemist were conducting regular audits on medications and so were the staff at the home. Care Homes for Older People Page 14 of 28 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. People are supported to lead a varied lifestyle of their choosing. Evidence: In her pre-inspection self-assessment the manager wrote more varied activities, entertainment and outings are undertaken. New hearing loop installed. A small group of people who live in the home told us they had entertainment and that the routine was flexible, with no pressure to get up and go to bed. One person said you can go to your room anytime if you wanted to watch TV or something like that. They also said they do have singers now and again and theyre brilliant and that the activity coordinator was ever so good. The activity co-ordinator had been appointed in September 2008, she had produced a Newsletter, consulted with people about what they wanted to do, and had started to record individual activity sheets showing that most people had some personal time with her. Three day trips were advertised and some people and their relatives were going on a coach trip to the seaside, organised by the activity co-ordinator, the day after this visit. Communion dates were advertised in foyer and two people were taken out by relatives to attend church on a regular basis. Care Homes for Older People Page 15 of 28 Evidence: People were happy with the food provided. One told us that the food was smashing, and a visitor said the food is marvelous. A small group of people living in the home collectively said there was enough food, that they could choose a day in advance what they have and that they could have a snack at night. Care Homes for Older People Page 16 of 28 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 have their rights upheld through effective complaints procedures. People are kept safe through staff training. Evidence: In their completed pre-inspection surveys, people living in the home and their relatives told us they knew how to raise a concern. One relative wrote I have no complaints. People we spoke to on the day also told us they could raise concerns and found staff approachable. The complaints procedure was well communicated throughout the home. There had been six complaints since we last Inspected. New recording forms were in use that ensured records were kept more confidentially and gave more accurate details about what measures the home had taken to address concerns. Not all paperwork had been fully completed but the manager was able to give a verbal account to cover any gaps. There had been one safeguarding incident since we last Inspected. Staff had worked co-operatively with the relevant agencies to resolve the matter. Staff had training on safeguarding, which meant they knew how to keep people safe. Safeguarding procedures were given out to staff on induction and were available at the home. However, the ones given out contained out of date contact points for alerts and staff had difficulty locating the accurate procedure. Care Homes for Older People Page 17 of 28 Evidence: Where staff used equipment such as bed rails, that had the potential to have a restraining effect, to keep people safe, they had documented a risk assessment and had gained consent. There was a programme in place to ensure that all staff received training on the Mental Capacity Act and Deprivation of Liberty, so staff knew what action they should take to uphold peoples rights. Care Homes for Older People Page 18 of 28 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. Improvements to the maintenance of the building would further enhance peoples quality of life. Evidence: In her completed pre-inspection self-assessment the manager told us they were continuing to improve the environment of the home through decoration, new carpets and furniture. Some areas within the home have been redecorated and new flooring applied. We have obtained eight new profiling beds with more on order. We will continue with ongoing maintenance. We saw that there had been a continued programme of refurbishment and that additional privacy locks had been fitted to bathrooms. Internal audits had identified where improvements were needed, and the manager had been authorised to obtain quotes to have work completed. Although there had clearly been investment within the environment, people we asked told us that the look of the home, was an area that could be improved. We noticed that the front of the building needed attention to make it look more homely and inviting. Some letters were missing from the sign, and this needed cleaning. Some rendering had fallen off the front of the house and some window frames were rotting and needed replacing. Two people told us that they had the option to change their bedrooms and were happy Care Homes for Older People Page 19 of 28 Evidence: with the move. One said thats your room and you can go into it and you can take your friends there. People had a choice of lounges to sit in and access to a garden or paved areas around the home. One person told us they had a key to their bedroom door. However, a small group of people living in the home told us they did not all have lockable space in their bedrooms and some would like this to store their possessions privately. One person said they would like a key to their bedroom door, but hadnt been offered one. Measures had been taken to improve the control of infection within the environment. Information for staff and equipment was seen and staff told us they had regular training in this area. People told us that the home was kept clean and tidy and one said that the laundry lady was excellent. However, several people said that they had lost clothes and that this was an area they would like to see improved. Care Homes for Older People Page 20 of 28 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. People receive care from sufficient numbers of suitable, and well trained staff. Evidence: In their completed pre-inspection survey, one relative wrote the home seems to provide a home from home atmosphere through attitude of staff. People who live in the home told us that staff were smashing and respectful and one visitor said the staff are lovely, friendly and helpful. One person said they do what they can for you. People also told us that staff came quickly at night when they rang the staff call bell. People told us that staff could be busy and that they sometimes had to wait for assistance but no-one raised this as a concern and staffing rotas showed there were consistent levels of staff provided. Five staff completed pre-inspection surveys for us. They told us they were happy with the level of training and support they received. One wrote excellent training and support network for staff. Staff on the day told us they received a lot of training and training records showed that there was an effective programme of ongoing training for all. In her completed pre-inspection self-assessment the manager wrote all mandatory training has been achieved for all members of staff and some have done the Care Homes for Older People Page 21 of 28 Evidence: Yesterday,Today and Tomorrow training along with the Mental Capacity Act and Deprivation of Liberty - some members of staff have also completed the End of Life course, Over the next 12 months we need to maintain full attendance at all Mandatory training, continue with gaining places on NVQ 2 & 3 and NVQ 4 where applicable. This will help us to develop a more qualified and competent staff complement, thereby helping us to provide a high standard of quality of care. The recruitment files for the most recently recruited staff were viewed. These supported that staff were subject to appropriate pre-employment checks and that these safeguarded people against unsuitable workers. Staff records showed that they received the Skills for Care Common induction programme when they commenced employment. Care Homes for Older People Page 22 of 28 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. Management ensures that people are safe and have a say in the running of the home. Evidence: In her pre-inspection self-assessment the manager told us she had seven years of running a Nursing Home. Previous experience was working in the community as a District Nurse. I have also gained my NVQ4 (Registered Managers Award) and completed NVQ in Management & Care. She had updated her knowledge through undertaking courses in the past year. There were several internal quality assurance initiatives within the home. In her completed pre-inspection self-assessment the manager told us that they undertook care plan audits to monitor how well staff were recording care. Also that residents/family meetings are held every 2 months with discussions held re: improving the home or deciding what is working. Bi-annual service user questionnaires are carried out (now in the process of being carried out). We also send out Staff satisfaction surveys and feed back findings. We saw records to support the Care Homes for Older People Page 23 of 28 Evidence: home undertook internal self- monitoring and audits. People were consulted through this process, ensuring they had a say in the running of the home. A small group of people told us they got asked for their opinions and three said that if you made a suggestion it got acted upon. People told us they were happy with the way the home handled money on their behalf, one said they look after your money, if you want it, its there. Checks on records showed that accounts were accurate and that safety checks were in place. Receipts were kept for transactions but the dates on them did not match with receipts for hairdressing, as the money was paid two weeks after people had their hair cut. The manager told us in her pre-inspection self-assessment that all equipment such as hoists and electrical appliances had been serviced or checked in the last twelve months, to ensure their safety. We sampled a couple of records that confirmed this to be the case. A fire risk assessment was completed on 21.11.08. This stated some urgent requirements, but only 3 of the 17 significant risks/action points had been signed off as completed. The deputy and manager verbally confirmed that matters had been attended to and that the error was only in not recording things as they had been completed. General risk assessments were kept in individual care files. Staff had access to health and safety information, risk assessments, accident reporting procedures and a list of first aiders in the office. Care Homes for Older People Page 24 of 28 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 28 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 1 7 15 1) All care needs must be identified within the plan of care. This is to ensure care needs are not overlooked. 31/07/2009 2 18 13 6) Safeguarding procedures 31/07/2009 must accurately detail contact points for alerts and must be readily accessible to staff. This is to ensure staff have the information they need to keep people safe. 3 38 13 4a) The significant risks/action points stated in the fire risk assessment must be signed off as completed. This is to support that people are being kept safe in the home. 31/07/2009 Care Homes for Older People Page 26 of 28 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 7 Staff should ensure they date and sign all entries to the care plans to meet professional record keeping guidelines. All information pertaining to the person should be recorded in the profile so staff have ready access to all information about the person. 2 9 The correct number of medications should be stated on medication charts. This is to ensure there is a clear record of what medications people have received. The record of complaints should fully detail what action was taken for all concerns raised, to support people have their rights fully upheld. All people living in the home should be offered a bedroom door key, and lockable space within their bedrooms, subject to a recorded risk assessment. This is to ensure people have their rights to a private life upheld. Further improvements to the front of the building should occur to make it more homely and inviting for people living there. Issues raised by people relating to the laundry service should be addressed, in order to ensure people have their clothes returned following laundering. Staff should record both when money went out of peoples account and when peoples hair was actually done (ie: to which date the payment relates) so that records are clearer to follow. 3 16 4 19 5 19 6 26 7 35 Care Homes for Older People Page 27 of 28 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. 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