Inspection on 14/01/10 for Aalsmeer Care Centre

This is the latest available inspection report for this service, carried out on 14th January 2010.

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

The inspector found no outstanding requirements from the previous inspection report, but made 1 statutory requirements (actions the home must comply with) as a result of this inspection.

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Extracts from inspection reports are licensed from CQC, this page was updated on 28/03/2010.

Key inspection report Care homes for older people Name: Address: Aalsmeer and Tresillian Nursing Home 5-7 Westminster Road East Branksome Park Poole BH13 6JF     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Tracey Cockburn     Date: 1 5 0 1 2 0 1 0 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 25 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 25 Information about the care home Name of care home: Address: Aalsmeer and Tresillian Nursing Home 5-7 Westminster Road East Branksome Park Poole BH13 6JF Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mr Barry Lambert Type of registration: Number of places registered: care home 62 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 62. The registered person may provide the following category of service only: Care home with Nursing - Code N to service users of either gender whose primary care needs on admission to the home are within the following categories: Older age, not falling within any other category (Code OP) Date of last inspection Brief description of the care home Aalsmeer and Tresillian is a care home with nursing registered to provide nursing care for a maximum of 62 service users over the age of 65 years, who are in need of 24hour nursing and personal care. The Registered Provider is Mr Barry Lambert. 0 Over 65 62 Care Homes for Older People Page 4 of 25 Brief description of the care home Aalsmeer and Tresillian Nursing Home is situated in a quiet residential area of Branksome Park, approximately three quarters of a mile from the local shops and amenities of Westbourne. Car parking for visitors is available at the home, with additional parking on surrounding roads. Bus links are available in the nearby Tower Road. The home is divided into two wings. The Aalsmeer wing provides accommodation on the ground and first floor with access via stairs and a passenger lift. There is a separate lounge and dining room and easy access to a paved courtyard at the back of the property. The Tresillian wing provides accommodation on the ground, first and second floors with access via stairs and a passenger lift. There is also a lounge and dining area and access to a garden at the side of the property. In total the home has 26 single bedrooms, 18 of them with en suite facilities and 18 double bedrooms, 8 of them with en suite facilities. The home has assisted bathing facilities on each floor. The home employs an Activities Organiser on weekdays and recreational activities are arranged, including gentle exercise to music, quizzes, floor and board games. Aalsmeer and Tresillian Nursing Home provides 24-hour nursing and personal care, all meals, laundry and domestic services. Care Homes for Older People Page 5 of 25 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This was a key inspection of a service where the provider had changed in the past six month. We sent survey forms to the service to gain the views of people who work in the home as well as people who use the service. We also received surveys from health and social care professionals. We visited the home unannounced over two days. We spoke to people who use the service, we spoke to staff, the manager and the registered provider. We observed care practice, toured the building, reviewed care documents, recruitment files and health and safety documents. Care Homes for Older People Page 6 of 25 What the care home does well: What has improved since the last inspection? What they could do better: At the end of this key inspection there is one requirement and four recommendations. To ensure that vulnerable people are safe risk assessments need to be completed properly and equipment needs to be regularly checked. It is important that people are involved in their care plans and understand its contents, Care Homes for Older People Page 7 of 25 this has to be evidenced through the care plans being signed both by the person completing it and the individual it concerns or their representative. To ensure that staff know exactly how to support peoples health care needs care plans need to be consistent and accurate. In order to maintain an individuals privacy confidential documentation should not be left in communal areas where it can be seen by anybody passing by. Further work on developing activities for people in the home will enhance their experience of living there. 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 8 of 25 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 9 of 25 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. There is a system in place to assess peoples needs before they move into the home so people can be assured their needs will be met. Evidence: We looked at the care files for four people and found each person had a detailed pre admission assessment in place from which a care plan had been developed. For one person using the service for respite we could see a care management assessment from the funding authority. Care Homes for Older People Page 10 of 25 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The health and personal care that people receive is based on their individual needs and the principles of respect, dignity and privacy are put into practice. Work needs to be done to ensure that systems of review are consistently applied to ensure people are receiving appropriate levels of support and are not put at risk. Evidence: We looked at the care plans for five people, some care plans were in the new format and typed and some where in the old format and handwritten. We found that the care plans detail clearly the needs of the individual and how their needs must be met. In one care plan we looked at we found very clear guidance for staff on how to support one person with their personal care including mouth care, however the care plan was inconsistent mentioning maintaining skin integrity but then making no reference as to how this would be achieved. We looked at the care plan for another person which detailed their need to have cream Care Homes for Older People Page 11 of 25 Evidence: applied to a red area in groin however there was no further information on how this would be achieved or how much cream should be applied, how often in the day,the amount of cream or what would be achieved by applying it. We also found the language used in the daily records to be clinical and not person centred, talking about people as tasks such as pressure care given or fed diet/fluids rather than thinking of them in a more person centred way. We found nutritional assessments in place which are reviewed monthly. We found that not all the care plans we looked at had been signed either by the person themselves or their representative so it was difficult to know if they had been involved in the development of their care plan. We could see evidence of referrals to other health care professionals such as speech and language therapist for one person who was having difficulty swallowing. We could see detail of nutritional needs being addressed in the care plan and during the day we could see food and fluid charts being maintained correctly, we did however find a pile of charts in the corner of the lounge after lunch which was not very confidential. In the files we looked at we could see the appropriate assessments being completed such as falls assessment, moving and handling assessments, we could see evidence of reviews taking place. We looked at bed rail assessments and found that they were not consistently completed and in one instance the name of the individual, the date of the assessment and the signature of the person completing the assessment were missing so it was difficult to know if the assessment on their file was actually their assessment. We checked the bed rails in one persons room and found them to be loose which we reported to the manager. There needs to be a system in place for checking bed rails are safe on a daily basis. We observed a medication round in the home and found the practice to be good, the trolley was secure at all times, even when unattended when the member of staff went into someones room. We looked at the record of controlled drugs in the home and found this to be correct. All staff will be receiving training from an accredited source. The manager is completing competency assessments on staff. Throughout the two days we visited the home we observed staff and found them to be respectful of the people they were supporting, we observed someone being hoisted in the lounge staff took the time to explain what they were doing and where they were taking the person. We were told by the management team that they are going to be working towards Liverpool care pathway accreditation. Care Homes for Older People Page 12 of 25 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Further development of social and recreational activities for people will enhance their experience of using the service. Evidence: We received a comment in a survey form from a person who uses the service and thinks the service could do better by: try further activities that might help with dementia and disabled patients We observed a word game activity in the Tresillian lounge. On the first day of the inspection we observed the activity person engaged with activities with people and staff actively seeking out people to participate. We observed two members of staff supporting one person, they had their leg raised up after lunch however the seat was too high and the person was uncomfortable to staff were observed supporting her to her room to rest on her bed. During a spot check by management one evening they found the cook using packet soup, this has now stopped and only home made soup will be provided to people, action plan dated 07/01/10. Care Homes for Older People Page 13 of 25 Evidence: We discussed the food budget with Mr Lambert, the registered provider and were shown the accounts including the food budget for the last 10 months the budget for food averages at £3.45 per person per day and from looking at the live spreadsheet we could not see that it ever dipped to £2.00 per head per day. A training day has been sourced for the activity person Therapeutic activities for older people are holding a training day on 17/02/10 and the activity person will be attending. We were concerned about the lack of stimulation for people cared for in bed. We were told that the activity person has 1:1 time with each person, however we think there is more that can be done to stimulate people when there are no staff around. We did not see any stimulation for people being nursed in bed other than either the radio or the television. We also did not observe any activities taking place in the lounge in the Aalsmeer part of the home, the lounge there did not have any stimulation for people apart from the television. We did observe a piece of work on the wall of the dining room entitled Christmas memories which then detailed in pictures and words what various people living in the home remember about Christmas with comments such as Eating goose snowball fights We noted there is a programme of activities for people to participate in and on both days we visited the activity person was always engaged with people. There is also a monthly newsletter last months included pictures of the snow and the Christmas party. We think there needs to be further work done to ensure that people are able to make informed choices at meal times, at the moment, menus are printed and put on the table and people are asked what they would like for lunch earlier in the morning. We could see from care plans that people are supported to make choices about when they get up and go to bed and what they wear. Work has progressed in developing life histories, which in turn is informing activities which are more person centered. Care Homes for Older People Page 14 of 25 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. There is a system in place to ensure that people are able to express their concerns and be taken seriously. There is a system in place for training staff and responding to safeguarding concerns which should be consistently followed to ensure people are protected. Evidence: The service has a complaints procedure in place which is straightforward and the stages of the complaints process. An anonymous complaint had been received by the home and a detailed investigation was completed and reported on. The complaint should also have been reported to the local authority under safeguarding as elements of the complaint were about the welfare of people using the service. There is a safeguarding policy and procedure in place which is linked to the pan dorset policy and guidance. Staff receive training in safeguarding and this is recorded in the training matrix. There are four people who are supported with their financial affairs and the manager has been contacting funding authorities regarding hwo their finances will be managed in the future. clear records are kept of each persons monies and the manager is arranging for an advocate to be involved with one person. Care Homes for Older People Page 15 of 25 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Improvements to the environment are making this a more pleasant place to live, further enhancement of these communal areas will support socialisation for people. Evidence: We received a comment from someone who uses the service about the decor in the home: the home is in the process of being revamped. All paintwork and decor changed from what it was before. It was very drab before. Looking much brighter and more inviting at this time We walked round the home on both days we visited, the home was warm. There is programme of refurbishment taking place throughout the home and it is evident that more work has taken place in the Aalsmeer side of the home, carpet has been replaced, rooms have been redecorated and furniture replaced, all the beds in the home will be replaced in time, currently the budget allows for three a month, however the manager told us that this is flexible and if more are needed within the month they are able to get them. During the two days we visited we could see that bathrooms were being refurbished and modernised, turning one into a wet room. We also looked in one large bedroom which is being upgraded. Currently there are two entrances to the home both with signing in books, however the management team are considering having only one entrance to the building. The refurbishment of the home is part of the ongoing action plan which is reviewed weekly. Care Homes for Older People Page 16 of 25 Evidence: The gardens are accessible and there are plans to turn one area into a sensory garden, a gardener is employed. In the lounge on the Tresillian side of the home we found the seating arrangements to follow a traditional pattern of being located against the walls, the manager told us they are planning to change this into small groups of seating arranged differently to encourage socialisation, this is planned for after the carpet is replaced in this lounge. The lounge on the Aalsmeer side of the building is smaller and quiet, we again found the seating arranged against the walls. The action plan acknowledges the changes which need to be made to make the lounges more interesting and less institutional in feel. This lounge felt cold when we first went in in the morning and people sitting in this lounge were wrapped warmly with blankets, however there is a temperature chart on the wall which showed the temp to be 24 degrees C. The temperature is monitored during the day. There was very little stimulation in this lounge apart from the television. Consideration must be given to how this lounge could be more stimulating for people who use it. We looked in peoples bedroom and could see they were personalised. We also noted that new signs are up around the home, helping people identify rooms and be able to maximise their independence. One room which was previous used as a quiet room but is actually access from one part of the building to another is now being used to store activity equipment. During both days of our visit the home was odour free. New key pad system fitted to laundry so it is always secure. New laundry trolleys are in place on each floor. Extra slings have arrived so that everyone who needs one has one. Care Homes for Older People Page 17 of 25 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. Staff in the home are being given the training they need to support the people who use the service. Evidence: We received survey forms back from staff who made the following comments about how the home is staffed: Aalsmeer wing is often run on 2 carers which proves difficult as the nurse who works on the floor cannot work alone so 2 carers have to provide care for 14 clients Another comment was: There is not enough cover for staff breaks, consequently meals breaks are cut short and it is not unknown for staff to work whole shifts with minimal breaks We looked at the staff rotas for the previous month and we found that during the day there are four staff on duty in each wing of the home making a total of eight staff, as well as the manager, activity co-ordinator who works from 9-4pm, laundry assistant, maintenance person, kitchen assistant and cook. At night there are seven staff on duty throughout the building. At the time of our visit there were thirty seven people being accommodated in the home. There has been agency staff used mainly to cover the qualified nurse vacancies. Staff have received training in the following areas over the past few months, challenging behaviour, dementia, palliative care, care planning, Mental Capacity Act training and Deprivation of Liberty Safeguards training is also being organised. At the time of our visit those dates were not yet available. Care Homes for Older People Page 18 of 25 Evidence: We spoke to a member of staff who said that eight people need support to eat their meals and this is hard with only three staff on duty. Care Homes for Older People Page 19 of 25 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. There are robust management systems in place to ensure there is an effective quality assurance process and people receive the care they need. Evidence: A member of staff commented in the survey form that: Our manager is an approachable person and does listen to us. She is doing the best she can in the short time that has been available We were given copies of the action plan for the home one dated 9/12/09 and other dated 7/01/10. At the time of our visit the manager and a senior operations manager from the registered providers company were going through the action plan which they do each week. There are clear lines of accountability within the home and the manager has arranged staff team meetings to discuss progress. There are systems in place to fully implement the quality assurance process, audits take place on a weekly basis and feed into management meetings. There are clinical Care Homes for Older People Page 20 of 25 Evidence: governance meetings and the manager is assessing the competency of staff. The action plan for the home acknowledges that they need to seek the views of the people who use the service and their representatives and the action plan states they will be sending out surveys within the next month. There are currently four people who are supported to manage their money. The manager is trying to arrange reviews and have funding authorities take this on. One person is being assisted to open a bank account with the support of an advocate. All service users monies are audited monthly as part of the regulation 26 visit. Regulation 26 visits are completed monthly by Helen Rushton operations manager from BML, the registered providers compnay. We looked at reports from the past three months and found them to be detailed and containing action plans. We also discussed the heating and hot water system with Mr Lambert. On the two days we inspected we found the heating throughout the home to be warm and comfortable the only room which was cooler than the rest was Aalsmeer lounge, there were four people sitting in the lounge in the morning and they were all wrapped in blankets, the curtains had been drawn to retain the heat , when we went into the room later in the day we found it to be much warmer. The manager has been in post a number of months and we asked about progress in submitting her application to register with the commission. The senior operations manager confirmed that the application has been sent to the commission. We looked at fire records, the fire risk assessment completed 18/05/09, weekly test completed 11/01/10, equipment checked 4/01/10, escape lighting tested 15/12/09. Accident reports are kept together and audited each month, once the audit is completed the accidents records should go into the service suers file but this is not currently happening. All staff receive training in mandatory safe working practices. Windows are restricted and radiators covered. Care Homes for Older People Page 21 of 25 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 22 of 25 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 8 13 The registered person shall ensure that unnecessary risks to the health or safety of service suers are identified and so far as possible eliminated. Where people have been assessed as needing a bed rail these assessments must be properly completed and reviewed in order to ensure that people are safe at all times when they are in use. 26/02/2010 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 7 The registered provider should ensure that care plans are signed and dated both by the person who completed it and the person it relates to or their representative. The registered provider should ensure that where health care information is identified as a need in a care plan it is clearly detailed with the action staff need to take. This should be done consistently in every care plan to ensure all Page 23 of 25 2 8 Care Homes for Older People 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 staff have the infromation they need to meet peoples needs fully. 3 10 The registered provider should ensure that all staff are reminded that maintaining an individuals privacy is also about how information on them is stored and how records should not be left in a communal area where they can be seen by others. The registered provider should ensure that particular consideration is given to people with dementia and other cognitive impairments as well as those people cared for in bed, to give them opportunities for stimulation through leisure and recreational activities which suit their needs, preferences and capacities. 4 12 Care Homes for Older People Page 24 of 25 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. 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