Inspection on 01/12/09 for 46-48 Meadowleaze

This is the latest available inspection report for this service, carried out on 1st December 2009.

CQC found this care home to be providing an Good service.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

46-48 Meadowleaze 13/08/07

46-48 Meadowleaze 23/10/06

Similar services:

2 Perhaver Park

The Vicarage

St George`s

5 Seafield Road

Credence House

Radfords

Honeybourne House

32 Beaumont Way

Extracts from inspection reports are licensed from CQC, this page was updated on 15/02/2010.

Key inspection report CARE HOME ADULTS 18-65 46-48 Meadowleaze Longlevens Gloucester Gloucestershire GL2 0PR Lead Inspector Andrew Pollard Key Unannounced Inspection 1st December 2009 09:00 01/12/09 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 1 This report is a review of the 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. 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 home adults 18-65 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. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 2 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 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 3 SERVICE INFORMATION Name of service 46-48 Meadowleaze Address Longlevens Gloucester Gloucestershire GL2 0PR 01452 530113 Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) www.brandontrust.org The Brandon Trust Mr Jose Ignacio Fernando Serra Ubeda Care Home 5 Category(ies) of Learning disability (0) registration, with number of places 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care home only- Code PC To residents of either gender whose primary care needs on admission to the home are within the following categories: 2. Learning disability - Code LD The maximum number of residents who can be accommodated is 5. Date of last inspection 13th August 2008 Brief Description of the Service: The home is situated on the outskirts of Gloucester. Meadowleaze was formerly two adjoining semi-detached houses. Adaptations have been made to provide one detached property. There is a parking area at the front of the house, with ramped access to the front door and railings. The home is in keeping with other houses in the estate. All residents have single bedrooms, which are located on the ground or first floor. In addition there is a dining room and two sitting areas. Residents also have access to the kitchen. A stair lift has been fitted and there are other aids and adaptations throughout the home provided in accordance with people’s needs. Up to date information about fee levels was not obtained during this visit. Copies of the Statement of Purpose and Residents Guide are supplied to prospective residents. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. This inspection and took place on the 01/12/09. The inspector met with two residents, members of staff, and the registered manager. Staff were observed supporting and working with the residents. No surveys were sent by the Commission. Records relating to care planning, medication, health and safety and staffing were examined. An inspection of the environment was also carried out. Information has also been gathered from the Annual Quality Assessment Audit, the last report and notifications sent from the home to the Commission. The evidence gathered from the site visit has been used throughout the report. What the service does well: What has improved since the last inspection? 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 6 There were no offensive odours The home has continued to implement its care planning changes for all the residents. The home has had a period of consistent management. The fire risk assessment is fit for purpose and appropriately reviewed and dated. What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line – 0870 240 7535. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 1,2, People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Prospective residents and their families are given relevant information including terms and conditions in written, DVD or verbal form about the home to assist them in deciding if the home is suitable for their purpose. Prospective resident’s needs are assessed before a decision is made as to whether they can be met in a manner to suit the person. EVIDENCE: There have been no admissions since the previous inspection and the home currently has no vacancy. One resident is currently being assessed with the view to moving to a home more suitable for their age group and more specialised to meet their needs. There is an admissions policy in place that complies with the regulations and meets the current standards. There are 4 residents over 70 and some toward their 80’s. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 9 The home have reviewed and updated their Statement of Purpose and Service User Guide in part pictoral form and copies have been supplied to the Commission. These documents provide all the required information and also contain photographs of the accommodation. The service has also produced a DVD, which provides visual information to prospective residents. The manager is to review the admission criteria in particular with reference to emergency admissions. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 6,7,9 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Care plans are developed following person centered planning principles. It is written in plain language, is easy to understand and considers areas of the Individual’s life including health; specialist treatments, personal and social care Needs.People using the service are enabled to make meaningful choices, helping them to feel in control of their lives. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 11 EVIDENCE: Each person has a pen picture in their file and a communication guide for use by staff. The individual files contained good detail around personal histories, living skills and likes and dislikes. All residents have care plans, which aim to address their physical, mental, and social needs using a person centred approach. called planning for life All care plans are reviewed regularly and monthly evaluations written. There was evidence that residents/relatives and other professionals had been consulted where practical or needed in planning their care. The residents have regular reviews with the placing authorities and these are available to read, in addition the ongoing evaluation of the residents life is recorded in the daily records. All residents have individual risk assessments in their files. There was detailed information about any potential risks and risk behaviours that may be exhibited and their management. The home has archived and streamlined some of the files to make them easier to use and the most recent information more easily accessible. All residents have daily diaries completed by the care staff and key-workers A monthly summary report of events and issues is recorded A behaviour management plan was in place for one person and records showed that this had been regularly reviewed. The individual files contained good detail around personal histories, living skills and likes and dislikes. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): This is what people staying in this care home experience: 12,13,15,16,17 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents are involved in meaningful daytime activities of their own choice and according to their individual interests and capability; they have been involved in the planning of their lifestyle and quality of life. Residents are encouraged to eat healthily but their right to choose is respected by the staff team. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 13 EVIDENCE: The residents all have daily and weekly routines that are appropriate to their age and needs. One resident spoken with enjoyed the range of activities he takes part in and has a wall chart with his choices displayed. There was evidence that people are supported to keep in touch with families with records of visits and telephone calls being kept. People are assisted to visit relatives who in many cases live a considerable distance from the home. All resident go on annual holidays and regular trips out often on a one to one basis. The home has a mini bus but encourages residents to use public transport as well. No resident is able to go out unescorted any longer People attend day centres, lunch clubs, church groups and educational classes. One person attends a local church. There are no residents with particular cultural or religious needs. Residents have personalised their rooms and are involved in the décor and furnishing. People can have keys to their rooms if they choose. It was agreed with the manager that the “Vacant/Engaged” locks would be replaced as they are not homely and are commonly seen on toilets. One Resident was positive about the quality and variety of food. Residents are involved with menu planning. Healthy menus are encouraged but choice is respected. One person is receiving help and advice from a dietician. Each person has an individual food record 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 18,19,20 People using the 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 staff provide appropriate personal care in a sensitive manner to maintain resident’s health and well-being and dignity. Proper arrangements are in place for residents to access primary and secondary healthcare services. The staff properly manage and administer medication for the safety of residents. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 15 EVIDENCE: All residents are registered with a local GP with whom the home has a good working relationship. The consultant visits by referral from the GP and carries out reviews and gives advice as required All residents are registered with NHS dental services and have six monthly checkups and treatment if they will attend. A chiropodist and Physiotherapist visits regularly The manager ensures that the general health of residents is monitored and they have individual health action plans, which record any support, or visits to healthcare professionals. The manager has worked with the local learning disability community assessment teams to maintain health action plans, and to access specialist services on behalf of residents. The daily records reflected the time spent by staff with residents and any interventions needed. Care plans are written in a way to maximise people’s independence. All the residents require prompting or support to manage their personal care. It was observed that residents were well dressed and groomed and wore clothes that were individual in taste. The care plans provide information about how care should be provided by staff in meeting these needs. The home uses a monitored dosage system for regular medication and has ensured that staff that administer medicines have attended appropriate training provided by the pharmacist. The storage, receipt, administration, and disposal records were up to date and in good order. The manager states that the pharmacy is registered to dispose of unwanted medication. One of the residents is able in part to manage their own medication. Each resident has an updated drug profile with the MAR. Staff have undertaken training in palliative care and dementia awareness. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 22,23 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are robust policies in place to protect residents to manage allegations of abuse and good arrangements in place for staff training in these matters. The complaints procedure is up to date and available in accessible formats. The home has an open culture, which allows residents to express their views. The home provides a safe environment for residents in which they are respected and treated with dignity. EVIDENCE: The complaints policy, process and timescales meet the standard. There is a pictorial version of the complaints policy being developed for each resident individually. Each person has access to an advocate to support them if they wish. There is a system for recording complaints but to date no formal complaints have been received. The Commission has received no complaints in relation to this service since the previous inspection. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 17 The Safeguarding of Adults has a priority at the home and the manager has ensured that all staff have attended adult protection training in house and with the Local Authority (LA) when places are available. The manager and deputy have attended an investigators level training with the LA. A BANES trainer is currently offering the home support and additional training. Safeguarding and whistle blowing procedures are in place At the last inspection records of residents’ finances were seen. These appeared to be in order, with regular balance checks being completed, and checks being countersigned on a daily basis. Staff have completed training in Adult Protection. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 18 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 24,25,27,28,29,30 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are doubts about the long term suitability of the environment for older people. The home provides a safe and well-maintained and clean environment with a good standard of furnishing and décor for the benefit of residents. The bedrooms and communal rooms and facilities are suitable and well presented for their purpose and meet the resident’s needs. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 19 EVIDENCE: The home was comfortable and homely throughout, with several rooms having been recently decorated. All the bedrooms were personalised and decorated according to individual taste and preference and people expressed satisfaction with their personal accommodation. The remaining bedrooms are due to redecorated in accord with resident wishes shortly. The home has three bathrooms, which are adequate for the needs of the residents at present. However, with the increasing age and reducing mobility of the residents the bathrooms may become inadequate. The same could be inferred regarding the rest of the home and the suitability of the environment for this group of residents must be kept under close review. One shower room is currently cluttered with old furniture that should be removed. The outside of the property is well maintained and the rear garden provides a private and secure area for the residents. A smoking shelter is to be built alongside the patio. The kitchen was clean and was awarded 4 stars at the last EHO inspection. However the work tops are now damaged in two places and require repair or replacement. The premises were clean and hygienic throughout. There were no mal odours. Laundry facilities are satisfactory. The washing machines are capable of washing clothing at high temperature if needed. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 20 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 32,34,35 People using the 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 service has a good recruitment procedure for the protection of the individuals who use the service. Sufficient skilled staff are on duty to meet resident’s needs. Supervision of staff and improved team working has produced improved outcomes for residents. EVIDENCE: Residents and staff were observed interacting in a positive and appropriate manner and all residents appeared comfortable and confident in their home. Staff were observed encouraging choice and anticipating needs and relating well to the residents. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 21 The Provider has increased the care hours and the home as a resident requires extra support. Records showed that staffing levels have been maintained with occasional use of bank staff. The bank staff are known to the residents, which help with the continuity of care. The staff on duty have their pictures on display in the hallway of the home the pictures have names to help visitors to recognise staff. Three staff are on duty each day and one sleep-in at night. The manager works supernumerary Monday to Friday. There are no separate housekeeping or catering staff. Staff supervision sessions are six to eight weekly. The manager is using the structured supervision format provided by Brandon Trust in this process. All staff have annual appraisal and create personal development plans. All the current staff team are up to date with the required statutory training. Additional training has also been undertaken in palliative care, deaf awareness and dementia. It is felt that additional training relating to aging will be a priority in the coming year. The manager thought that staff morale was improved and they were supportive of one another and the Trust had listened to their concerns and were taking action. No new staff have been recruited since the last inspection At the last inspection staffing files were examined and found to be in order with all pre-employment checks being completed and the correct information being recorded. There is a full induction programme for new staff who also work shadow shifts until assessed as competent to work unsupervised. Staff meet the requirements of the common induction standards. Staff are enrolled in the Learning Disability Framework Award as part of their National Vocational Training Qualification (NVQ) level 3. A number of the staff have attained this level the remainder are on programmes. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 22 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 37,39,42,43 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users benefit from a home that is well managed, organised and committed to providing quality care and support The manager has the necessary qualifications and experience and is competent to manage the home. The home has good Health and Safety arrangements and there are appropriate arrangements in place to service and repair plant and equipment. Systems are in place that help to monitor and improve the quality of the service. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 23 EVIDENCE: The manager has the necessary qualifications and experience and is competent to manage the home. He and the staff have worked to improve the service and increase the quality of life for residents. The manager operates an open door policy for staff and residents and works alongside the staff team so that he is aware of the challenges that are met on a daily basis. The staff team can be confident that they can raise concerns with either the manager or the Trust. There are regular managers and staff meetings taking place. The health and safety requirements for the home are implemented effectively with low incidence of accidents. Health and Safety audits of the premises are carried out to identify any potential hazards. Risk assessments are in place and kept under review. The boilers, chairlift and fire alarm system and fire fighting equipment have all been serviced. The fire risk assessment has been updated. Portable appliance testing and periodic electrical installations safety inspections were in date. Hot water temperatures are monitored and recorded. COSHH products are securely stored. The quality assurance systems at the home include self auditing of systems and surveys from which action and development plans are put in place to demonstrate the standard of service the home provides and improvements that can be made. The home has also previously supplied questionnaires to relatives. Regulation 26 inspections reports are completed, often completed by different managers from within the Brandon Trust. 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 24 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 3 2 3 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 2 25 3 26 X 27 3 28 3 29 3 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 3 35 3 36 x CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 3 x LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 x 3 3 3 X X 3 3 Version 5.3 Page 25 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc No Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations 46-48 Meadowleaze DS0000067084.V378483.R01.S.doc Version 5.3 Page 26 Care Quality Commission South West Region Citygate Gallowgate Newcastle Upon Tyne NE1 4PA National Enquiry Line: 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. 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