Key inspection report
Care homes for older people
Name: Address: Chester Lodge General Nursing Home Brook Street Chester Cheshire CH1 3BX 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: Wendy Smith
Date: 0 2 0 9 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area.
Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection.
This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People
Page 2 of 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: Chester Lodge General Nursing Home Brook Street Chester Cheshire CH1 3BX 01244342259 01244403249 chesterlodge@aol.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Heathbrook Limited Name of registered manager (if applicable) Ms Joanne Turner Type of registration: Number of places registered: care home 40 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The registered person may provide the following category of service only: Care home with nursing - Code N. To service users of the following gender: Either. Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP. The maximum number of service users who can be accommodated is: 40. Date of last inspection Brief description of the care home Chester Lodge is a privately owned nursing home. It is a modern three-storey building situated close to Chester city centre. The home is convenient for local shops and other amenities and is accessible by public transport. The home provides personal care and nursing care for older people who are physically frail. 1 8 0 9 2 0 0 8 0 Over 65 40 Care Homes for Older People Page 4 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: The quality rating for this service is two stars. This means that the people who use this service experience good quality outcomes. We (the Care Quality Commission) visited Chester Lodge unannounced on 2 September 2009 as part of this inspection. During the visit we spoke with residents and staff. We walked round the building to see all the communal areas and some of the bedrooms. We checked records kept at the home and spent time talking with the manager and one of the home owners. We also looked at any information that we had received about Chester Lodge since our last inspection there. Before the inspection the manager was asked to complete a questionnaire to give us up to date information about the service. Care Homes for Older People Page 5 of 25 What the care home does well: What has improved since the last inspection? The requirements we made at our last visit have all been met. The recording of medicines has improved and all of the staff have received training about safeguarding vulnerable people from abuse. Where bedrails were in use, a risk assessment was recorded in the persons care plan. The manager has been developing ways for people Care Homes for Older People
Page 6 of 25 to express their views about the home. There is now an office for the nurses and care staff to use. The care plans used to be in the managers office but are now kept in the nurses office and this means they are more readily accessible for the staff to read. The manager has introduced staff supervision meetings to give all members of staff the opportunity to speak with her individually. Redecoration and refurbishment has continued to ensure that all parts of the home meet a good standard. The overall standard of record keeping is much improved and this means that accurate and up to date records are available. What they could do better: Although the care plans were completed well, the information in them was not always used to good effect. For example, one person who had been identified as being at risk of constipation, had significant gaps on her bowel chart and there was no evidence to indicate that any action had been taken. In one care plan we looked at the persons weight had increased considerably, whilst another persons weight had fallen dramatically in a twelve day period. Although the manager and the proprietor said that there had been a problem with the scales and that not all weights recorded were accurate, we were concerned that these readings had been charted but not followed up with any action. The daily entries in the care plans varied in quality. Some staff recorded simple but meaningful comments about how the person had been that day, for example enjoyed her supper, but others were written in jargon that did not give any useful information, for example appears settled, no conditional changes. As the manager is not a nurse, the provider should follow guidance issued by the CSCI in December 2008 to appoint a clinical lead nurse as part of the management team of the home to make sure that peoples nursing needs are met. The medicines fridge door was broken so it could not be locked. There is also a cracked window pane in the medicines room that needs replacing. It would be helpful for visitors if the complaints procedure had the name of the home manager and the name and contact details for the director who is responsible individual for the home so they know who they should contact if the wish to make a complaint. As there is only one nurse on duty throughout the day, it is essential that the role of senior care staff is extended to include the writing of care plans and administration of medicines for the residents who do not require nursing care. It is a big task for one person to administer medicines to more than 30 people and to keep all their care plans updated each day. We recommend that all staff should receive training about infection control, and care staff should have training about food safety and nutrition so that residents are Care Homes for Older People
Page 7 of 25 protected. The homes job application form needs to be updated as it asks for personal information that is no longer acceptable with regard to equal opportunities legislation. Some of the bedrail covers are inadequate and do not fully cover the rails, so people could hurt themselves. 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. Peoples needs are assessed before they go to live at Chester Lodge to ensure that the home will be able to provide the care they require. Evidence: On the day we visited, there were 31 older people living at Chester Lodge; 16 people requiring nursing care and 15 personal care. The manager told us that she is reviewing the information leaflet that is provided for people enquiring about a place there so that they can be better informed about the services provided by the home. The manager has introduced a new pre-admission assessment form and this gives the staff more information about the needs of people coming to live at the home. We also saw detailed information provided the hospital discharge liaison team for a person who moved to Chester Lodge recently. Intermediate care is not provided at Chester Lodge, but people can have a short stay
Care Homes for Older People Page 10 of 25 Evidence: there if a room is available. Care Homes for Older People Page 11 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. In general the health and personal care needs of the people living at the home are met and the standard of recording has continued to improve. Evidence: Each resident has a care plan that details their needs and gives information to staff about how their needs should be met. The care plans used to be in the managers office but are now kept in the nurses office and this means they are more readily accessible for the staff to read. We looked at a sample of four care plans and found that they had been completed in full and kept up to date with monthly reviews. The manager told us that she checks the care plans monthly with the nurses. The care plans we looked at all contained good assessments of peoples needs and risk assessments for any identified risks. They also contained a brief life story so that the staff have some background information about each person. The care plans include a daily hygiene record and these were mainly completed well but were missed completely on some days. Care Homes for Older People Page 12 of 25 Evidence: The care plans also include a bowel chart and for some people there were gaps of several days between entries being made on the chart. One person who had been identified as being at risk of constipation, and was taking medication which can cause constipation, had gaps of up to eight days on the bowel chart and there was no evidence to indicate that any action had been taken. One person has small pressure sores on the buttocks and a wound care chart is filled in regularly, however it does not refer to the separate wounds on the left and right side and there were no photographs to show the sore areas. (Photographs can provide a useful record of the progress of wound healing.) She has an alternating pressure mattress on her bed. Whenever possible, residents are weighed monthly and this is recorded in their care plan. The weight chart of one of the people whose care plan we looked at showed that she had gained 25kg in weight since the beginning of April 2009. This had not been commented on in the care plan. Another person was recorded as losing more than 9kg in a twelve day period between 30 July 2009 and 11 August 2009. Again there was no evidence to show that any action had been taken with regard to such a drastic weight loss. The manager and the proprietor said that there had been a problem with the scales and that not all weights recorded were accurate, however we were concerned that these readings had been charted in the care plans but not followed up with any action. The daily entries in the care plans varied in quality. Some staff recorded simple but meaningful comments about how the person had been that day, for example enjoyed her supper, but others were written in jargon that did not give any useful information, for example appears settled, no conditional changes. In all the care plans we looked at there were records of visits by healthcare professionals. The more frail or poorly people had regular visits from their GP. A GP visits the home weekly and she saw several residents on the day we were visiting. The care plans also recorded visits by a physiotherapist, podiatrist, continence adviser, nurse assessor, Macmillan nurse, optician and district nurse. The people we met during the visit looked well cared for and told us that they were happy living at Chester Lodge. One person said Ive no complaints at all; very, very good; best lot of people Ive met, nothing is too much for them. Another person we spoke with was going out into town on her own. She said that she was really poorly when she came to Chester Lodge but was now much better and preparing to go home. She told us I couldnt have done it without them. The staff we spoke with were very Care Homes for Older People Page 13 of 25 Evidence: friendly and helpful and residents we spoke with said that all of the staff are lovely and nobody at Chester Lodge has ever been unpleasant to them or shouted at them. We looked at arrangements for the storage and recording of medicines. The room used for storing medicines is now also used as a nurses office. This is a great improvement because previously there was no office for the staff to use. Medicines were are all locked away securely except for those kept in the fridge. The fridge door was broken so it could not be locked. There is also a cracked window pane in this room that needs replacing. There are separate medicine trolleys for the top and middle floors. We saw that no old stock is kept. Storage and recording of controlled drugs was satisfactory. A new monthly supply of medicines had started two days before our visit. The medicines received were signed in on the medicine administration record (MAR) sheets and stock balances of medicines carried over from one month to the next were recorded. The nurse on duty said that they receive a good service from the pharmacy that they use. She told us that the morning medicine round can take up to three hours to complete as there is only one nurse on duty and she sometimes gets called away for other jobs that need her input. We noticed that one person should have their blood sugar checked weekly but it had not been recorded since 15 August. Care Homes for Older People Page 14 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Social activities are arranged to keep people stimulated and a good standard of food is provided. Evidence: People we spoke with said that they can choose what time they get up and go to bed, and where they spend their time so they have some control over what they do each day. People can bring personal belongings with them so that their room feels more homely. The home does not have an activities organiser but care staff do activities with the residents in an afternoon and this is recorded in the care plans. A programme of regular activities and entertainment is displayed in the entrance area and this includes clothes show, singalongs, bingo, race afternoons, and cinema afternoons with typical cinema refreshments. Relatives are encouraged to join in with activities. A mobile library visits monthly and the home has recently borrowed a reminiscence box provided by library. They held a coffee morning to raise awareness of falls, in conjunction with Help the Aged, and invited families, friends and members of the local community. There are also links with a local nursery and the children visit three times
Care Homes for Older People Page 15 of 25 Evidence: a year. There are no restrictions on visiting times. There was a meeting for residents and relatives in August. This had wide agenda and a copy of the minutes in large print was available in the entrance area. The home has two new cooks who each work 30 hours a week. Breakfast is served from 8:45am, lunch is a light meal served at 12:30pm, and the main meal is at 5pm. Most people have their meals in the dining room but a few prefer to eat in their own room. Residents are encouraged to suggest ideas for the menu and some new dishes have been tried at lunchtime to see whether people would like them in the main menu. A menu is displayed in the entrance area but this doesnt show the alternatives that are available. However we saw detailed daily records that showed food choices for each person. During our visit we saw that people were enjoying their lunch. They told us that the soup was lovely and the apple crumble and custard was delicious. Care Homes for Older People Page 16 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. People living at the home are protected from abuse because the staff are aware of their responsibilities. Evidence: There is a complaints procedure for Chester Lodge and this was displayed in the managers office. We suggested that it would be better placed in the entrance area so that all visitors to the home can be aware of the complaints procedure should they need to use it. We also advised that it would be helpful for visitors if the complaints procedure had the name of the home manager and the name and contact details for the director who is responsible individual for the home. This would enable anyone who wished to discuss any matters to know exactly who they should contact and how to contact them. The manager told us that no complaints had been recorded during the last year. Since our last visit all of the staff have received training about safeguarding vulnerable people from abuse. Some of the care staff have also covered this subject as part of their NVQ training. The manager has provided a leaflet for each member of staff to remind them of important points. Care Homes for Older People Page 17 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Chester Lodge provides a comfortable, clean and safe environment for the people who live there. Evidence: Chester Lodge is located close to the city centre in an area where a lot of redevelopment has taken place recently. The surrounding area has been considerably improved. There are plenty of shops and other amenities close by. During our visit we walked round the home and saw that all areas were clean and tidy. Redecoration and refurbishment has continued to ensure that all parts of the home meet a good standard. There is a small garden area and at present this is being tended by a relative of someone who lives at the home and looks very good. It is accessible for people using a wheelchair. There is no maintenance person for the home at the moment, which may cause a delay in getting small tasks completed. The manager is trying to recruit a casual/parttime maintenance person and has an interested candidate. Care Homes for Older People Page 18 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. There is a well-qualified staff team and new staff are not employed until background checks of their suitability have been carried out. Evidence: When we visited, the home employed four nurses and 14 care staff. Staffing levels were one nurse and four carers in a morning, one nurse and three carers in an afternoon, and a nurse and two carers at night. As occupancy has increased, the manager told us that she is recruiting staff so that an additional carer can be on duty between 7am and 1pm and 4pm to 10pm and interviews had been booked. There are also seven housekeeping and four catering staff. Ten of the fourteen care staff have an NVQ in care and this is a nationally recognised qualification for care staff. As there is only one nurse on duty throughout the day, it is essential that the role of senior care staff is extended to include the writing of care plans and administration of medicines for the residents who do not require nursing care. At present there is only one person on duty to administer medicines to 31 people and to keep their care plans up to date. A number of the care staff have achieved, or are working towards, NVQ level 3. This means that they already have some of the skills required for a supervisory role. We looked at the recruitment records for three new staff. We found that good
Care Homes for Older People Page 19 of 25 Evidence: recruitment practice had been followed and the required checks had been carried out to make sure that these people would be safe to work with vulnerable older people. The homes application form needs to be updated as it asks for personal information that is no longer acceptable with regard to equal opportunities. The manager has written a training and development plan that will be implemented over the next year. There are individual training records for each member of staff. These showed that during the last year all staff have had training about fire safety and safe moving and handling. We recommend that all staff should also receive training about infection control and care staff should have training about food hygiene and nutrition. These are important topics for the staff to know about to make sure that people living at the home are protected. Some staff are doing a dementia awareness course. Care Homes for Older People Page 20 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. Chester Lodge has continued to improve the service provided for the people who live there and peoples views are listened to. Evidence: The previous home manager retired and a new manager was appointed at the beginning of May 2009. The new manager has considerable experience and has qualifications in care, management, and teaching. We saw that the overall standard of record keeping was much improved. As the manager is not a nurse, the provider should follow guidance issued by the CSCI in December 2008 to appoint a clinical lead nurse as part of the management team of the home. The guidance states that this person will have a lead role in: individual assessment and reassessment of care needs; management of infection control; management of medication; management of moving and handling; tissue viability care and management; nutritional and dietary management; identifying the staffing requirements to meet service user needs.
Care Homes for Older People Page 21 of 25 Evidence: One of the co-owners of Chester Lodge works as the homes administrator. She is at the home four days a week and is very involved in the day to day life of the home. The manager is developing ways for people to give their views of the home and how it can continue to improve the service it provides. The managers office is by the main entrance to the building which means that she is easily accessible for visitors. A quality assurance survey was done at the end of last year will be repeated this year. A meeting for residents and their relatives was held in August and a barbecue is planned for September which residents have invited families to. Staff meetings were held in July for all groups of staff and they were well attended, the manager told us that staff are expected to attend. Monthly nurses meetings are held but are not minuted. The manager has introduced individual staff supervisions and these are now on the second round. This gives all staff the opportunity to meet with the manager on an individual basis. People who live at the home can put small amounts of personal spending money in safekeeping and detailed records are kept. The home owner told us that there are still difficulties with accessing personal allowance for some people and she continues to raise this at reviews with social services. Regular fire alarm checks are recorded and fire drills are held to make sure staff know what to do if there is a fire. There is a fire risk assessment for the building. The AQAA gave us details of when equipment in the home had been checked and serviced to make sure that it continues to be safe and effective. There are records of any accidents that have occurred and a monthly audit shows whether there are any recurring accidents. An environmental health officer visited in January 2009 and awarded the home a four star good rating. The home owner said that there has been no recent visit by a fire safety officer. A significant number of people have bed rails fitted to their beds. There are risk assessments in the care plans but they are not always detailed enough. Some of the bedrail covers are inadequate and do not fully cover the rails. Care Homes for Older People Page 22 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 23 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 9 13 Repair or replace the drugs fridge. So that all medicines can be kept in locked storage. 30/09/2009 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 27 Training and development opportunities should be provided for senior care staff so that they can manage the care for people admitted to the home for personal care including care plans and medication. All staff should attend training about infection control and care staff should have training about food hygiene and nutrition so that residents are protected. The registered person should appoint a clinical lead nurse who will make sure that peoples nursing needs are met. Make sure people are not at risk from injury caused by bedrails that are not adequately covered. 2 30 3 4 31 38 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. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 25 of 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!
