Care Home: Woodcote Hall

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What the care home does well The undertaking of a needs assessment should ensure people`s needs are met the way they prefer. People have access to other healthcare services to support their health. Staffs approach ensures people`s right to privacy is respected. Medication practices ensure people receive their medicines safely. People have access to a variety of social activities so they can live a stimulating lifestyle. People are able to have visitors enabling them to maintain contact with people important to them. Access to equipment and adaptations promotes people`s independence. On going staff training should ensure staff have the skills to met people`s needs properly. The following are comments from people who use the service: "The staff do look after me." "The staff do respect my privacy." What has improved since the last inspection? The home has implemented the `Preferred Priorities of Care` document. This should enable people to have a say in the way they receive the service. A nutritional tool is now in place so people can be confident their nutritional needs will be meet. The bedrooms and dining area have been redecorated to provide a more stimulating and comfortable place to live. What the care home could do better: To ensure all people or their representative are given relevant information about the service, so they can find out the homes suitability to meet their needs. To ensure all care plans contain relevant information, so staff know how to meet people`s needs. Where possible people should be encouraged to be involved in their care planning, so the care they received reflects their specific needs. To ensure all Control of Substances Hazardous Health [COSHH], are securely maintained, so not to place people at risk of harm. Key inspection report Care homes for older people Name: Address: Woodcote Hall Woodcote Newport Shropshire TF10 9BW     The quality rating for this care home is:   one star adequate 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: Dawn Evans     Date: 1 4 1 2 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 29 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 29 Information about the care home Name of care home: Address: Woodcote Hall Woodcote Newport Shropshire TF10 9BW 01952691383 01952691635 woodcotehall@btconnect.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Select Health Care Limited Name of registered manager (if applicable) Miss Kay Davies Type of registration: Number of places registered: care home 56 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is: 56 The registered person may provide the following category of service only: Care Home with Nursing To service users of the following gender: Either Whose primary care needs on admission to the Home are within the following category: Old Age, not falling within any other category, Code OP (56) Date of last inspection Brief description of the care home The last key inspection was carried out on 27 January 2009. Woodcote Hall is a care home for older people, which also provides nursing care for individuals with complex nursing needs due to their physical health condition. The home is located in a rural setting and is not easily accessible via public transport and amenities such as shops, pubs and restaurants are situated in Newport Town a short drive away. The two storey property is situated within its own grounds, offering 47 bedrooms located on Care Homes for Older People Page 4 of 29 Over 65 56 0 2 7 0 1 2 0 0 9 Brief description of the care home both the ground and first floor. Fifty per cent of bedrooms are equipped with en suite. Bathrooms and toilets are located on both the ground and first floor and are nearby to communal areas. The dining room, kitchen and laundry are situated on the ground floor. Equipment and adaptations are in place to assist people with restricted mobility. Staffing is provided throughout the day and night to assist people with their care needs. People have access to the previous inspection report, which is located in the reception area of the home. Access to this report should enable people to find out about the quality of service provided and peoples experiences of living there. The fees charged for the service provided at Woodcote Hall was not made available to us. The reader is advised to contact the service direct for this information. Care Homes for Older People Page 5 of 29 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: one star adequate 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 1 star. This means the people who use this service experience adequate quality outcomes. This inspection was carried out over one day; the home did not know we were going to visit. The focus of inspections we, the Commission, undertake is upon outcomes for people who use the service and their views of the service provided. This process considers the care homes capacity to meet regulatory requirements, standards of practice and focuses on aspects of service provision that needs further development. Prior to the visit taking place we looked at all the information we have received, or asked for, since the last key inspection. This included notifications received from the home. These are reports about things that have happened in the home that they have Care Homes for Older People Page 6 of 29 to let us know about by law, and an Annual Quality Assurance Assessment [AQAA]. This is a document that provides information about the home and how they think it meets the needs of people living there. Three people living in the home were case tracked. This involves establishing individuals experiences of living in the care home by meeting them, observing the care they receive, discussing their care with staff, looking at care files, and focusing on outcomes. Tracking peoples care helps us understand the experiences of people who use the service. We spoke to three people who live there and four staff members. We looked around some areas of the home. A sample of care, staff and health and safety records were looked at. Where people who use the service were able to comment on the care they receive their views have been included in this report. We sent 10 of Have your Say surveys to people who use the service and 10 to staff members. We received two of returned surveys from people who use the service, three from staff members and two from healthcare professionals and their views have been included in this report. Care Homes for Older People Page 7 of 29 What the care home does well: What has improved since the last inspection? What they could do better: To ensure all people or their representative are given relevant information about the service, so they can find out the homes suitability to meet their needs. To ensure all care plans contain relevant information, so staff know how to meet peoples needs. Where possible people should be encouraged to be involved in their care planning, so the care they received reflects their specific needs. To ensure all Control of Substances Hazardous Health [COSHH], are securely Care Homes for Older People Page 8 of 29 maintained, so not to place people at risk of harm. 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 29 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 29 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them 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. Efforts to provide information about the service and the undertaking of assessments will ensure peoples needs are met. Evidence: The home has a Statement of Purpose and Service User Guide; this tells people about the service and facilities available. The manager told us people are given a copy of these documents before they move into the home. This should ensure people have the necessary information, enabling them to find out if the home will be suitable to meet their needs. However, two surveys received from people who live there told us they did not receive enough information to help them find out if the home was the right place for them. One person told us they did not receive any information before moving in. One visiting relative said they were given some information to assist them to establish the homes suitability. Care Homes for Older People Page 11 of 29 Evidence: Information contained within the AQAA and discussions with the manager confirm people have a needs assessment before they move into the home. We also saw evidence of this contained in care files. This assessment should enable the home to find out the persons needs and how to meet them. We spoke to two people who live there who said they had a needs assessment before moving in. Care Homes for Older People Page 12 of 29 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People cannot be assured that all staff will know how to meet their needs but staffs approach will ensure their right to privacy and dignity is respected. Evidence: We case tracked three people and looked at their care plan. A care plan should tell staff about the persons needs and how to meet them. The quality of the information contained within care plans is not consistent to ensure all staff know how to meet peoples needs. For example, one care plan tells staff to assess the persons physical and mental state and encourage them to wash as much of themselves as possible. Discussions with staff members and the manager confirmed that due to this persons health condition, they would not have the capacity to do this. The manager acknowledged information contained within this care plan didnt reflect the persons needs. This person cannot be confident that all staff will know how to assist them properly. Care Homes for Older People Page 13 of 29 Evidence: The care plan also tells staff to ensure the person is wearing their glasses and hearing aid. The manager acknowledged this person does not wear glasses or hearing aids. However, this care plan was reviewed in November 2009. This means the care plan does not reflect the persons needs and they cannot be sure all staff will know how to meet their needs. We spoke to one person who lives there and noticed they were wearing a hearing aid. This person told us about their health condition and the equipment needed to assist them. We looked at their care plan, there was no information relating to their hearing loss or the equipment needed. One out of four staff members spoken to were aware of this persons needs. Two staff members said they had recently commenced working at the home and were not fully aware of this persons needs. One survey received from a person who lives there, told us they sometimes get the care and support they need. Another survey said they usually get the care and support needed. The absence of relevant written information in care plans does not ensure all staff will know how to meet peoples needs and could compromise the care provided. The AQAA shows and we observed care plans are reviewed regularly but some parts of care plans are generic and do not reflect the persons specific needs. The manager said where possible people are involved in their care planning. We saw a persons signature on their care plan indicating their involvement. We explained to one person what a care plan was and they were not aware of their care plan but said, The staff do look after me. Where people are involved in their care planning, this should ensure they receive the support needed in a way they prefer. Discussions with staff members and the care plans we looked at show people have access to other healthcare professionals, such as a dentist, optician and general practitioner, amongst others. Two surveys received from people who use the service told us they receive medical care when needed. Access to these services should support peoples health. We looked at how the home manages peoples prescribed medicines, we saw these were appropriately stored and medication administration records [MAR] are signed to show when people are given their medicines. This means people can be assured they Care Homes for Older People Page 14 of 29 Evidence: will receive their medicines as directed by their doctor to promote their health. One registered nurse told us they have received medication training and staff training records we looked at also confirmed this. Access to this training should ensure staff have the skills to manage peoples medicines safely. Care plans tell staff they should ensure peoples privacy and dignity are maintained but dont tell staff how to do this. For example it did not show peoples preference of having male or female staff to assist with their personal care needs, or to address people by their preferred name. However, during our visit we saw staff knocking on bedroom doors prior to entering and talking to people in a polite manner. These practices should ensure peoples right to privacy are respected. One person said, Staff do respect my privacy. Care Homes for Older People Page 15 of 29 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. Access to various social activities will support peoples social interests, so they are able live a stimulating lifestyle. Evidence: The home employs a full time activities coordinator who works six days a week. The AQAA shows and discussions with the activities coordinator confirm people have access to various social activities. These include, making picture frames, manicure and pedicures, card making, going to pantomimes amongst other things. We looked at the homes newsletter, which shows arrangements in place to go to the theatre. A carol service was also planned to celebrate the festive season. The home also provided cinema afternoons. We saw people making picture frames for Christmas presents. The craft room was decorated with peoples art work such as paintings, bird houses and clay ornaments. Access to various social activities should ensure people are able to live a stimulating lifestyle. Care Homes for Older People Page 16 of 29 Evidence: The AQAA told us the home celebrates all faiths and festivals. Care plans show peoples religion and one staff member told us the local church visits the home twice a month to undertake a Christian service. This should ensure people are able to continue to practice their religious faith. People are able to maintain contact with their family and friends and are able to have visitors at anytime. During our visit we saw people visiting the home. This means people are able to maintain contact with people important to them. We looked at a number of bedrooms, which show people are able to personalise their rooms to reflect their preferred style. The home provides a detailed menu showing meals on offer for the week, this provides a choice of meals to reflect peoples likes, dislikes and ensure their nutritional needs are meet. Care records contain information about peoples nutritional needs relating to their health, culture and religion. Access to this information should ensure staff know how to meet peoples dietary requirements. One survey received from a person who uses the service told us they always like the meals at the home. One person said, The quality of the meals vary. Care Homes for Older People Page 17 of 29 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. Access to information about how to make a complaint ensures peoples rights are supported. Evidence: The homes complaint procedure is located in the main entrance of the home. Information on how to make a complaint is also contained in the Statement of Purpose and the newsletter. It is recommended that people should be given a copy of the complaints procedure, this should ensure everyone knows how to share their concerns. The AQAA shows the service has received three complaints since the last inspection visit. Two complaints related to domestic issues and the other one was about a leaky roof, causing water damage in a bedroom. The manager told us these complaints have now been resolved. We have received one complaint about the service, raising concerns that people are awoken in the early hours of the morning against their wishes. We carried out an unannounced random inspection on 11 November 2009 at 5.15am. The home did not know we were going to visit. Although a number of people were awake at this time, there was insufficient evidence to suggest this was against their wishes. A recommendation was made that peoples preference of times to go to bed and Care Homes for Older People Page 18 of 29 Evidence: awake should be written in their care plan. The care plans we looked at during this visit did not contain this information. The person who informed us of this practice cannot be confident their concern has been taken seriously or acted on. Two surveys received from people who use the service told us there is always someone they can talk to if they are unhappy. One person said, If I am unhappy I would tell the matron [manager] or staff. People are therefore, assured staff will listen to their concerns. The AQAA shows the service has received two safeguarding referrals since the last inspection visit. A safeguarding referral is where there maybe an allegation of abuse or where care practices may compromise a persons health or safety. These safeguarding referrals related to inappropriate techniques used to assist people with their mobility placing them at risk of harm. This allegation was investigated by Social Services, who recommended that refresher training for moving and handling training should be provided to staff. The other safeguarding related to domestic issues, the person later withdraw the allegation. The AQAA shows all staff have received safeguarding training. Two staff members confirmed receiving this training. This should ensure staff have the skills to recognise abuse and protect people from this. One staff member told us if they received an allegation of abuse, they would report it to the manager but was unsure of the need to share this information with other relevant agencies, so people can be protected from further harm. Care Homes for Older People Page 19 of 29 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is suitable to meet peoples needs and access to appropriate equipments and adaptations promotes their independence. Evidence: Woodcote Hall is located in a rural setting and is not easily accessible by public transport. The large manor house provides 47 bedrooms situated on both the ground and first floor. The manager said 50 per cent of bedrooms are equipped with en suite facility. One person said they were happy with their bedroom but raised concerns about the lack of heating. Staff told us the heating problem in this room had now been resolved. Equipment and adaptations are in place to assist people with their mobility and promote their independence. These include grab rails, assisted baths and two passenger lifts. The home offers a large lounge and dining area. We observed the home was reasonably maintained but some areas, such as the bathrooms and toilets are sparse and institutional in appearance and provide little home comforts. Care Homes for Older People Page 20 of 29 Evidence: People have access to a well maintained garden. Ample off road car parking is available within the grounds. We observed the hygiene and cleanliness of the home was good. One survey received from a person who lives there, said the home is always fresh and clean. This should ensure peoples health and comfort. Care Homes for Older People Page 21 of 29 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent 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 can be confident their needs will be met by suitable, skilled staff provided in sufficient numbers. Evidence: The manager was confident that appropriate numbers of staff are available to attend to peoples needs. This was also confirmed by the staff we spoke to. People can therefore, be confident there will be sufficient staffing levels to meet their needs. Information contained in the AQAA shows 75 per cent of staff have obtained the National Vocational Qualification level 2 or above. The staff we spoke to told us they have access to on going training such as fire awareness, food hygiene, first aid, moving and handling, safeguarding amongst others. There was a staff training matrix in place, which also evidenced this. Access to training should ensure staff have the skills to meet peoples needs appropriately. The AQAA shows staff have safety checks before working in the home. We looked at two staff personnel files, which contained evidence of appropriate safety checks. These include a Criminal Record Bureau [CRB] clearance, Protection of Vulnerable Adult [PoVA] clearance and two written references. Two staff members spoken to said they had received these safety checks before they started working in the home. This should Care Homes for Older People Page 22 of 29 Evidence: ensure staff are suitable to work with vulnerable people. Care Homes for Older People Page 23 of 29 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. Quality assurance systems in place should ensure peoples needs are met but this could be compromised by the lack of safety standards. Evidence: The home is run by the registered manager who is experienced in health and social care. We looked at systems in place to promote the quality of the service provided. Records show monthly Regulation 26 visits are undertaken. These visits are carried out be a nominated person to look at the quality of service provided. These visits include a tour of the property, discussions with people who live there and also with staff members. These visits should identify areas that need improving and so promote quality standards. The AQAA was sent to us with the required timescale and provided reasonable information to reflect the service offered to people. Care Homes for Older People Page 24 of 29 Evidence: The home has received a number of quality assurance awards. These include the manager achieving the Matron of the Year 2009 - Great West Midlands Award and staff members within the finalist for Nurse of the Year and Activities Coordinator of the Year. The home assists people with their financial affairs. An account record is maintained of monies in safekeeping and all transactions. We also saw receipts are maintained. We looked at an account record and saw this tallied with the amount of funds held in safekeeping. People can be assured their finances will be well managed and so protect them from potential financial abuse. We looked at systems and practices in place to promote peoples health and safety. The home has a detailed fire risk assessment in place, so staff know how to protect people in the event of a fire. We saw two cupboards containing Control of Substances Hazardous to Health [COSHH], were not securely stored and this could place people at risk of harm. The manager acknowledged this and requested a staff member to remove chemicals from one cupboard to a secure area. Care Homes for Older People Page 25 of 29 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 26 of 29 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 7 15 The necessary measures 01/03/2010 should be taken to ensure all care plans reflect peoples needs. This should ensure peoples needs are met properly. 2 38 13 Action must be taken to ensure all Control of Substances Hazardous to Health [COSHH] are securely stored. This should ensure people are not placed at risk of harm. 29/01/2010 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 1 To ensure all people are given a copy of the services Statement of Purpose and Service User Guide before they move in. This should enable them to find out if the service will be suitable to meet their needs. Care Homes for Older People Page 27 of 29 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 2 7 To ensure all people are encouraged to be involved in their care planning, so they receive a service the way they prefer. To ensure care plans provide more detailed information, so staff know how promote peoples privacy and dignity. To ensure all people are given a copy of the complaints procedure, so everyone knows how to share their concerns. To ensure all staff are aware of the need to report any allegation of abuse to relevant agencies, so people are protected from further harm. 3 7 4 5 16 18 Care Homes for Older People Page 28 of 29 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 29 of 29 - 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!