All lines of enquiry related to this area of the CQC inspection are listed below. Visit the CQC website if you need to clarify which ones relate to your service.

To learn more about how to gain access to our products and services, click here

  1. Click on one of the icons related to the Care Quality Commission inspection questions: is it safe, effective, caring, responsive or well-led. This will show the key lines of enquiry (KLOEs) associated with each question.
  2. Choose the KLOEs that relate to the type of service you provide (eg residential adult social care, community adult social care and hospices). This will reveal the resources most relevant to your type of service.
  3. Add the products you are interested in to My List.
  4. Go through each KLOE and continue to Add to My List. You can edit your list at any stage by deleting or adding more items.
  5. Email your list to yourself or colleagues. Just fill in your email address and press Send. You don’t need to register on Care Improvement Works to do this.
  6. Open your email and click on the links to the products in your list.

Prompts that may be used by CQC inspectors to explore this…

E1.1 Are people’s physical, mental health and social needs holistically assessed, and is their care, treatment and support delivered in line with legislation, standards and evidence-based guidance, including NICE and other expert professional bodies, to achieve effective outcomes?

E1.2 What processes are in place to ensure there is no discrimination, including in relation to protected characteristics under the Equality Act, when making care and support decisions?

E1.3 How is technology and equipment used to enhance the delivery of effective care and support, and to promote people’s independence? 

Products that can help include...

A Better Life for older people with high support needs: the role of social care (2014)
A Better Life for older people with high support needs: the role of social care (2014)

Resources to support practitioners in addressing challenges in their practice and relationships with older people with high support needs to help achieve more choice, control and quality in their lives.​​


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GP Services for Older People: a guide for care home managers (2013)
GP Services for Older People: a guide for care home managers (2013)

This guide looks how to ensure the health and wellbeing of older people in care homes. Aimed at care home managers factors include:

  • effective joint working between GP and care home management
  • the involvement of residents and relatives
  • the engagement of care staff

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Learning disabilities: challenging behaviour (2015) (QS101)
Learning disabilities: challenging behaviour (2015) (QS101)

NICE quality standard on the care of children, young people and adults with a learning disability and behaviour that challenges. It includes statements and measures on;

  • initial assessment of behaviour that challenges
  • a designated coordinator for the behaviour support plan
  • personalised daily activities
  • review of restrictive interventions
  • the use of antipsychotic medication

The statements are specific and concise and focus on priorities for quality improvement.


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Effective supervision guide
Effective supervision guide

Effective supervision which gives time for reflection and instruction is a key part of ensuring staff can deliver great care.  The effective supervision guide (£20 or £15 to registered manager members) provides:

  • ​information and guidance
  • detail of different approaches to supervision
  • advice on how you can support people

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Recommendations for CQC providers guide
Recommendations for CQC providers guide

Learn more about using workforce development to meet CQC standards. Because much is expected of you, we've split our Recommendations for CQC providers guide into:

  • introduction
  • leadership and management
  • recruitment and retention
  • induction, learning and development
  • qualifications and apprenticeships
  • improvement, innovation and continued success

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Legislation, Standards and Evidence (Good and outstanding care guide)
Legislation, Standards and Evidence (Good and outstanding care guide)

Recommendations and practical examples from services rated good and outstanding including;

  • How to effectively use legislation and standards (including NICE) to strengthen your service and be compliant
  • How to avoid not delivering best practice care related to legislation and national standards

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Prompts that may be used by CQC inspectors to explore this…

E2.1 Do people have their assessed needs, preferences and choices met by staff with the right qualifications, skills, knowledge and experience?

E2.2 Are staff supported to keep their professional practice and knowledge updated in line with best practice?

E2.3 Do staff and any volunteers have effective and regular mentorship, support, induction, supervision, appraisal and training?

Products that can help include...

Older people and quality of life: better life in residential care (2014)
Older people and quality of life: better life in residential care (2014)

This film helps in understanding what is important in the lives of people with high support needs who live in a care home. They talk about:

  • what is important in their lives
  • how they like to be treated

The film is based around the Joseph Rowntree Foundation's (JRF) A Better Life programme.


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Enhancing staff development through supervision (2013)
Enhancing staff development through supervision (2013)

Use this film to find out how supervision can enhance the skills of staff who work in care home for older people.


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Staff skills, knowledge and experience (Good and outstanding care guide)
Staff skills, knowledge and experience (Good and outstanding care guide)

Recommendations and practical examples from services rated good and outstanding including;

  • Ensure those new to care cover the Care Certificate as a minimum, continuing to develop staff beyond induction etc.
  • Avoid rushing inductions, failure to assess competence, poor record keeping etc.

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Effective Retention (Good and outstanding care guide)
Effective Retention (Good and outstanding care guide)

Recommendations and practical examples from services rated good and outstanding including;

  • Let them decide on reward and recognition etc.
  • Avoid failing to thank staff for their contribution etc.

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Choosing workforce learning
Choosing workforce learning

This practical guide will help you select and purchase learning and development. It provides information on: ​identifying the learning needs of your workersthe different types of learning availablequestions you need to ask to develop a learning packagehow to evaluate learning and development.


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On-going learning and development guide
On-going learning and development guide

​Know when your staff should (or must) refresh their learning and training, using our on-going learning and development guide​


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Learning providers endorsed by Skills for Care
Learning providers endorsed by Skills for Care

Buy the best training you can for your staff. Our Endorsement Framework is a mark of quality that is given to the best learning and development in the adult social care sector.​


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Care Certificate
Care Certificate

Using our guidance, free workbooks and presentations make sure new workers mee the Care Certificate standards for: 

  • prevention and control of infection
  • working in a person centred way​

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Effective Workplace Assessment Guide
Effective Workplace Assessment Guide

It is important that you effectively train and assess your staff; including assessing competence in the work place. Whether you're accessing new staff against the Care Certificate or existing staff, the workplace accessment guide (£20 or £15 to registered manager members) is packed with insights from award winning employers and learning providers.


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Learn from Others
Learn from Others

You can read good practice examples, learning materials and case studies about what has been successful for other organisations  using our free online best practice resource, Learn from Others.  Topics covered include:

  • Assistive living technologies
  • Autism
  • Dementia care
  • End of life care
  • Learning disabilities
  • Mental Capacity Act 2005
  • Recruitment and retention
  • Social Work​

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People Performance Management Toolkit
People Performance Management Toolkit

Manage the performance of your staff effectively. This toolkits helps you to review and address: 

  • staff performance (poor, good and excellent)
  • objective setting
  • poor timekeeping
  • errors in work

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Staff support (Good and outstanding care guide)
Staff support (Good and outstanding care guide)

Recommendations and practical examples from services rated good and outstanding including;

  • Ensure staff know what is expected of them, provide regular supervision, manage performance, observe staff in the workplace etc.
  • Avoid inconsistent support and supervision, not providing enough time to help staff, poor record keeping etc.

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Relates to: Services that provide, prepare or serve food as part of providing regulated activity, or that support people to do so for themselves. Prompts that may be used by CQC inspectors to explore this…

E3.1 How are people involved in decisions about what they eat and drink and how are their cultural and religious preferences met?

E3.2 How are people supported to have a balanced diet that promotes healthy eating and the correct nutrition?

E3.3 Are meals appropriately spaced and flexible to meet people’s needs, and do people enjoy mealtimes and not feel rushed?

E3.4 How are risks to people with complex needs identified and managed in relation to their eating and drinking? 

Products that can help include...

Dementia Gateway: Eating well with dementia (2013)
Dementia Gateway: Eating well with dementia (2013)

Use this resource to find out about the importance eating well has for people with dementia in maintaining their health, independence and wellbeing. Sections of the guide include:

  • why nutrition is important
  • chewing and swallowing problems
  • promoting independence at meal times
  • eating well at home

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Dignity in care: nutrition for older people in care homes (2015)
Dignity in care: nutrition for older people in care homes (2015)

Use this film to look at the role of good nutritional care and hydration for older people living in residential care.  The film highlights:

  • use of the Universal Screening Tool (MUST) as a way of identifying those at risk of malnutrition
  • the importance of food and meal times for older people and how the experience can be enhanced
  • the benefits of good hydration

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Nutrition support in adults (2012) (QS24)
Nutrition support in adults (2012) (QS24)

NICE quality standard on nutrition support for adults in hospital and the community who are at risk of malnutrition or who have become malnourished, and adults who are receiving oral nutrition support, enteral or parenteral nutrition. It includes statements and measures on

  • screening for the risk of malnutrition
  • management care plans
  • documentation and communication of screening results and nutrition support goals
  • self-management of artificial nutrition support.

The statements are specific and concise and focus on priorities for quality improvement. In particular, please see statements 2, 3, 4 & 5.


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Food and Nutrition guidance
Food and Nutrition guidance

Guidance, free workbooks and presentations are available to help employers meet the Care Certificate for new care workers joining the sector.  The following Care Certificate Standards can help:

  • Fluids and Nutrition​​​​​

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Food and nutrition (Good and outstanding care guide)
Food and nutrition (Good and outstanding care guide)

Recommendations and practical examples from services rated good and outstanding including;

  • Record and review food and nutrition in care plan, provide a choice of food (including healthy options) etc.
  • Avoid not providing enough to drink, failing to act upon weight loss, non-compliance with care plan etc.

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Prompts that may be used by CQC inspectors to explore this…

E4.1 How do staff work together to ensure that people receive consistent, timely, coordinated, person-centred care and support when they are referred to, use, leave, or move between, different services? 

Products that can help include...

Dignity in Care guide: eating and nutritional care (2013)
Dignity in Care guide: eating and nutritional care (2013)

This guidance on effective, safe person-centred nutritional care includes:

  • eating and nutritional care in practice
  • practice examples
  • key points from research and policy relating to eating and nutritional care and dignity

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Moving between hospital and home, including care homes: A quick guide for registered managers of care homes and home care (2017)
Moving between hospital and home, including care homes: A quick guide for registered managers of care homes and home care (2017)

This is a short and visually appealing guide for registered managers of care homes and home care, containing key information from the relevant NICE guidance.


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Transition between inpatient hospital settings and community or care home settings for adults with social care needs (2016) (QS136)
Transition between inpatient hospital settings and community or care home settings for adults with social care needs (2016) (QS136)

NICE quality standard on admissions into, and discharge from, inpatient hospital settings for adults with social care needs. It includes statements and measures on;

  • information sharing on admission to hospital
  • coordinated discharge
  • discharge plans
  • involving family and carers in discharge planning.

The statements are specific and concise and focus on priorities for quality improvement. In particular, please see statement 1.


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Transition between inpatient mental health settings and community or care home settings (2017) (QS159)
Transition between inpatient mental health settings and community or care home settings (2017) (QS159)

NICE quality standard on transitions for children, young people and adults between mental health hospitals and their own homes, care homes or other community settings. It includes statements and measures on;

  • Communication and joint working across adults' and children's services
  • Access to independent advocacy services

In particular, please see statement 2.


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Transition between inpatient mental health settings and community or care home settings (2016) (NG53)
Transition between inpatient mental health settings and community or care home settings (2016) (NG53)

NICE guideline covering the period before, during and after a person is admitted to, and discharged from, a mental health hospital. It aims to improve the way transition to and from a mental health hospital is planned and carried out.


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Transition from children’s to adults’ services (2016) (QS140)
Transition from children’s to adults’ services (2016) (QS140)

NICE quality standard on transition from children’s to adults’ services for young people (aged up to 25). It covers the period before, during and after a young person moves from children's to adults' services and covers all health and social care services. It includes statements and measures on;
• transition planning and annual review
• having a named worker
• introductions to adults’ services
• dealing with missed first appointments after transfer to adults’ services.

The statements are specific and concise and focus on priorities for quality improvement.
In particular, please see statement 1.


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Working together across organisations (Good and outstanding care guide)
Working together across organisations (Good and outstanding care guide)

Recommendations and practical examples from services rated good and outstanding including;

  • How to effectively create and maintain effective relationships across health and social care to benefit the service
  • How to avoid ineffective approaches to supporting other services

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NG93 Learning disabilities and behaviour that challenges: service design and delivery (2018)
NG93 Learning disabilities and behaviour that challenges: service design and delivery (2018)

This guideline covers services for children, young people and adults with a learning disability (or autism and a learning disability) and behaviour that challenges. It aims to promote a lifelong approach to supporting people and their families and carers, focusing on prevention and early intervention and minimising inpatient admissions.


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CG192 Antenatal and postnatal mental health: clinical management and service guidance (2018)
CG192 Antenatal and postnatal mental health: clinical management and service guidance (2018)

This guideline covers recognising, assessing and treating mental health problems in women who are planning to have a baby, are pregnant, or have had a baby or been pregnant in the past year. In particular see recommendations 1.3.5 and 1.4.8


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Prompts that may be used by CQC inspectors to explore this…

E5.1 How are people's day-to-day health and wellbeing needs met?

E5.2 How does the service make sure that people can understand the information and explanations about their healthcare and treatment options, including medicines, and their likely outcomes?

E5.3 How are people involved in regularly monitoring their health?

E5.4 Can people access care, support and treatment in a timely way and, where the service is responsible, are referrals made quickly to appropriate health services when people’s needs change? 

Products that can help include...

Avoiding unnecessary hospital admissions among older people: residential care homes (2012)
Avoiding unnecessary hospital admissions among older people: residential care homes (2012)

Use this film to explore the steps that care homes can take to reduce the need for hospital admissions amongst residents despite their complex health care needs and high levels of dependency.


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Commissioning home care for older people (2014)
Commissioning home care for older people (2014)

Use this guide to find out the latest research findings on commissioning home care for older people with complex needs. Aimed at health and social care commissioners. Includes;

  • what older people want
  • what is a good care home
  • the commissioning cycle
  • funding and costs
  • practice examples

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Mental wellbeing of older people in care homes (2013) (QS50)
Mental wellbeing of older people in care homes (2013) (QS50)

NICE quality standard on the mental wellbeing of older people receiving care in all care home settings. It includes statements and measures on;

  • participation in meaningful activity
  • maintaining and developing personal identity
  • access to healthcare services
  • recognition of mental health conditions, sensory impairment and physical problems in care plans.

The statements are specific and concise and focus on priorities for quality improvement.
In particular, please see statements 3, 5 & 6.


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Faecal incontinence in adults (2014) (QS54)
Faecal incontinence in adults (2014) (QS54)

NICE quality standard on the management of faecal incontinence (involuntary loss of faeces that is a social or hygiene problem). It includes statements and measures on;

  • asking people who are at risk about faecal incontinence
  • referring people with bowel control problems for a baseline assessment
  • providing support and appropriate products to help people cope with symptoms
  • management plans including when to refer to a specialist.

The statements are specific and concise and focus on priorities for quality improvement.
In particular, please see statement 1.


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Pressure ulcers (2015) (QS89)
Pressure ulcers (2015) (QS89)

NICE quality standard on the prevention, assessment and management of pressure ulcers. It covers people of all ages living in care homes and their own homes. It includes statements and measures on;

  • pressure ulcer risk assessment and reassessment
  • skin assessment
  • advice and help with repositioning
  • providing information on preventing pressure ulcers
  • pressure redistribution devices.

The statements are specific and concise and focus on priorities for quality improvement.
In particular, please see statements 1, 5, 6, 7 & 8.


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Social care for older people with multiple long-term conditions (2016) (QS132)
Social care for older people with multiple long-term conditions (2016) (QS132)

NICE quality standard on the planning and delivery of coordinated, person-centred social care and support for older people with multiple long-term conditions. It includes statements and measures on;

  • including physical and mental health needs in a care and support needs assessment
  • discussing services that could help at a care and support needs assessment
  • having a named care coordinator
  • the planning and review of a health and social care plan.

The statements are specific and concise and focus on priorities for quality improvement.
In particular, please see statements 1, 3, 4 & 5.


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Mental wellbeing and independence for older people (2016) (QS137)
Mental wellbeing and independence for older people (2016) (QS137)

NICE quality standard on interventions to maintain and improve the mental wellbeing and independence of people aged 65 or over living in their own homes. It includes statements and measures on;

  • identification of people at risk of a decline in their independence and mental wellbeing
  • offering access to a range of activities to build or maintain social participation.

In particular, please see statements 2 & 3.


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Oral health promotion in the community (2016) (QS139)
Oral health promotion in the community (2016) (QS139)

NICE quality standard on oral health prmotion in the community. It includes statements and measures on;

  • Inclusion of oral health in care plans of people receiving social care support

In particular, please see statement 3.


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Learning disabilities: identifying and managing mental health problems (2017) (QS142)
Learning disabilities: identifying and managing mental health problems (2017) (QS142)

NICE quality standard on the prevention, assessment and management of mental health problems in people with learning disabilities in all settings. It includes statements and measures on;

  • mental health assessments
  • key workers
  • tailoring psychological interventions.

The statements are specific and concise and focus on priorities for quality improvement. In particular, please see statements 1, 2 & 3.


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Improving oral health for adults in care homes: A quick guide for care home managers (2016)
Improving oral health for adults in care homes: A quick guide for care home managers (2016)

This is a short and visually appealing guide for care home managers, containing key information from the relevant NICE guidance.


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Older people with social care needs and multiple long-term conditions (2015) (NG22)
Older people with social care needs and multiple long-term conditions (2015) (NG22)

​The guideline covers planning and delivering social care and support for older people who have multiple long-term conditions. It promotes an integrated and person-centred approach to delivering effective health and social care services​.


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Oral health in care homes (2017) (QS151)
Oral health in care homes (2017) (QS151)

NICE quality standard on oral health including daily mouth care for adults in care homes. It includes statements and measures on;

• oral health assessment in care homes
• Recording mouth care needs in care plans
• Supporting daily mouth care in care homes

In particular, please see statement 1, 2 & 3.


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Common Core Principles for Self-Care
Common Core Principles for Self-Care

Self-care is about everyone taking responsibility for their own health and wellbeing. This includes keeping both the body and mind fit and healthy. With Skills for Health we have developed the common core principle for self-care. The toolkit includes focus on;Person-centred practiceEffective communicationWell-informed decisionsLearning and developmentNew technologySupport NetworksRisk​


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The role of housing in effective hospital discharge
The role of housing in effective hospital discharge

Working with the Chartered Institute of Housing, we've produced a set of case studies from a wide range of housing providers who have shared their experiences of developing hospital discharge services, including what this has meant for their workforce.


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Healthier lives (Good and outstanding care guide)
Healthier lives (Good and outstanding care guide)

Recommendations and practical examples from services rated good and outstanding including;

  • How to promote healthier lives across the service, encouraging people who neeed care and support consider health and wellbeing
  • How to avoid approaches that do not support people's health and wellbeing

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QS165 Drug misuse prevention (2018)
QS165 Drug misuse prevention (2018)

NICE quality standard on the prevention or delay of harmful use of drugs by children, young people and adults most likely to start using drugs, or already experimenting or using drugs occasionally. It includes statements and measures on:
• assessment of care leavers
• information and advice for adults
The statements are specific and concise and focus on priorities for quality improvement. In particular, please see statement 4.


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NG96 Care and support of people growing older with learning disabilities (2018)
NG96 Care and support of people growing older with learning disabilities (2018)

This guideline covers care and support for adults with learning disabilities as they grow older. It covers identifying changing needs, planning for the future, and delivering services including health, social care and housing. It aims to support people to access the services they need as they get older.


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Relates to: Providers of the regulated activity ‘Accommodation for persons who require nursing or personal care’. Prompts that may be used by CQC inspectors to explore this…

E6.1 How are people involved in decisions about the environment?

E6.2 How do the premises meet people’s diverse care, cultural and support needs?

E6.3 What arrangements are there to ensure people have access to appropriate space:

  • in gardens and other outdoor spaces
  • to see and look after their visitors
  • for meaningful activities
  • to spend time together
  • to be alone?

E6.4 How does the signage, the decoration and other adaptations to the premises help to meet people’s needs and promote their independence? How are any changes to the environment managed to avoid causing distress to people who live there?

Products that can help include...

The dementia environment in a care home (2013)
The dementia environment in a care home (2013)

Use this film to find out how simple changes can create a more dementia friendly care home environment.
These include:

  • visual environment
  • communal areas
  • personal needs

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Dementia Gateway - dementia-friendly environments (2013)
Dementia Gateway - dementia-friendly environments (2013)

This guide provides practical ideas for making living spaces safe, user-friendly and enjoyable for a person with dementia.
Sections include:

  • design and technology room by room
  • assistive technology
  • gardens
  • lighting
  • noise levels

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The dementia environment at home (2013)
The dementia environment at home (2013)

Use this film to find out how simple changes can create a more dementia friendly environment at home.
These include:

  • staying independent
  • home assessment
  • changing the home environment

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Adaption and design of premises (Good and outstanding care guide)
Adaption and design of premises (Good and outstanding care guide)

Recommendations and practical examples from services rated good and outstanding including;

  • Provide an environment that reflects people's needs and protects their dignity etc.
  • Avoid poor maintenance, unsafe equipment, no choice of assistive technology etc.

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Assisted Living Technologies; ALT Resource Hub
Assisted Living Technologies; ALT Resource Hub

Gain the knowledge and skills needed to integrate ALT's into the support you offer to people with care and support needs. The hub includes;

  • an overview of the ALT framework and how it can be implemented
  • how ALT can play in supporting people with dementia
  • an eLearning module to identify opportunities for using ALT
  • an eLearning module which looks at dementia and ALT.​

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Prompts that may be used by CQC inspectors to explore this…

E7.1 Do staff understand the relevant consent and decision-making requirements of legislation and guidance, including the Mental Capacity Act 2005 and the Children’s Acts 1989 and 2004 and other relevant national guidance?

E7.2 How are people supported to make their own decisions in line with relevant legislation and guidance? 

E7.3 How and when is possible lack of mental capacity to make a particular decision assessed and recorded?

E7.4 How is the process for seeking consent monitored and reviewed to ensure it meets legal requirements and follows relevant national guidance?

E7.5 When people lack the mental capacity to make a decision, how do staff ensure that best interests decisions are made in accordance with legislation?

E7.6 How does the service promote supportive practice that avoids the need for physical restraint? Where physical restraint may be necessary, how does the service ensure that it is used in a safe, proportionate, and monitored way as part of a wider person-centred support plan?

E7.7 Do staff recognise when people aged 16 and over, who lack mental capacity, are being deprived of their liberty, and do they seek authorisation to do so when they consider it necessary and proportionate?

Products that can help include...

Managing risk, minimising restraint (2009)
Managing risk, minimising restraint (2009)

Use this summary to strengthen understanding of the use of restraint in care homes. It examines:

  • what restraint means
  • whether it is acceptable and in what circumstances
  • approaches to minimise restraint
  • what is good practice

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Minimising the use of restraint (2015)
Minimising the use of restraint (2015)

Use these films to examine good practice in minimising the use of restraint in health and social care.
What needs to be taken into account are:

  • an individual's human rights
  • putting people at the centre of decisions

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Mental Capacity Act Directory: tailored for social care staff (2015)
Mental Capacity Act Directory: tailored for social care staff (2015)

The Directory aims to raise awareness about the Mental Capacity Act, including the Deprivation of Liberty Safeguards. It contains material for people who may be subject to the Act’s provisions, and for professionals from a range of backgrounds.​​


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Mental Capacity Act 2005
Mental Capacity Act 2005

Make sure your staff understand the Mental Capacity Act 2005 using these resources from Skills for Care:

  • Level 3 Award in Awareness of the Mental Capacity Act 2005
  • Learn from Others awareness session plan
  • Learn from Others training materials
  • Endorsed Learning providers
  • Promotional materials

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Mental Capacity Act cards
Mental Capacity Act cards

Give each of your staff an overview of the MCA and five important principles to follow with our pocket sized guide to the Act. You can order them for your staff in bundles of 25 cards for £8.​


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Care Act - Learning and Development Materials
Care Act - Learning and Development Materials

We've created learning and development materials to help with the changes brought about by the Care Act 2014.  The materials are to be used as a first step towards helping and building a competent workforce.  The Care Act materials include focus on;

  • Introduction and overview of the Act
  • Information and advice
  • First contact and identifying needs
  • Charging and financial assessment
  • Person centred care and support planning
  • Transition to adulthood
  • Partnerships, cooperation and integration​

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Consent (Good and outstanding care guide)
Consent (Good and outstanding care guide)

Recommendations and practical examples from services rated good and outstanding including;

  • Train staff, assess competence, support people to make decisions, etc.
  • Avoid insufficient training, missing capacity assessments, unlawful restraint etc.

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Minimising Restraint (Good and outstanding care guide)
Minimising Restraint (Good and outstanding care guide)

Recommendations and practical examples from services rated good and outstanding including;

  • How to effectively minimise restraint and restrictions, promoting positive behaviour and helping people remain as independent as possible
  • How to avoid blanket restrictions and other poor practice

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