Inspection on 10/08/09 for Roseville

This is the latest available inspection report for this service, carried out on 10th August 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

Roseville 23/08/06

Roseville 24/02/06

Roseville 30/11/05

Similar services:

The Vicarage

Fairfields Country Rest Home

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Poldhu

Queensmount

Trevaylor Manor

Didsbury Court Rest Home

Extracts from inspection reports are licensed from CQC, this page was updated on 15/11/2009.

Key inspection report Care homes for older people Name: Address: Roseville Marine Gardens Preston Paignton Devon TQ3 2NT     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: Michelle Finniear     Date: 1 0 0 8 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 27 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 27 Information about the care home Name of care home: Address: Roseville Marine Gardens Preston Paignton Devon TQ3 2NT 01803550530 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): dibradley@fsmail.net Underhill Care Ltd Name of registered manager (if applicable) Mrs Samantha Shaw Type of registration: Number of places registered: care home 22 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category physical disability Additional conditions: Date of last inspection Brief description of the care home Roseville is a detached property situated in a level residential area, approximately 200 yards from the sea front and near to local shops. The home cares for up to 22 service users aged 65 or over, who may have varying levels of physical and/or mental frailty. The home benefits from having level access to the ground floor, where the communal rooms are situated, and the garden. There is a shaft passenger lift to the first floor. All bedrooms are single rooms, and all have en suite toilet and washbasin facilities. There is a car parking area at the front of the building. Care Homes for Older People Page 4 of 27 Over 65 22 22 22 0 0 0 Brief description of the care home Care Homes for Older People Page 5 of 27 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: To help us make decisions about the home the owner and manager gave us information in writing about the how the home is run in an annual quality assurance assessment (AQAA). We looked at information we have received since the last inspection, and the report made on that occasion. We made a site visit to the home of nearly eight hours with no warning being given to the home as to the exact date and timing of the visit. We visited earlier in the morning so that we could see how the home gets people up. We held discussions with the manager and staff on duty and we looked at various records including care plans and risk assessments for people living at the home. We looked round the home, looking at cleanliness and how well they meet peoples needs. We spend time talking to people living and working at the home about their experiences, and spent time sitting in the homes lounge observing how well the home staff related to the people who live there. We also sent questionnaires to people before we came to the home. We sent Care Homes for Older People Page 6 of 27 questionnaires to some members of staff, people living at the home, and people who visit the home such as general practitioners and district nurses. This helps to give us a wider view of what it is like to live and work at Roseville. Care Homes for Older People Page 7 of 27 What the care home does well: What has improved since the last inspection? Since the last inspection the home has undergone some environmental improvements. The lounge has been redecorated and is imminently to be refurbished with new chairs and carpets. Care Homes for Older People Page 8 of 27 Staff supervision is regularly being given, to support staff in their work and ensure that they are working consistently and to their full potential. The high level of activities undertaken has been maintained, and supplemented with additional person centred activities, based on individual needs and wishes. The homes management structures have altered to better meet the needs of the home and ensure flexible management cover is available throughout the day. 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. Care Homes for Older People Page 9 of 27 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 27 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. Good information and clear assessments are available to ensure that the home is able to meet peoples needs. Evidence: On the site visit we looked at the process that had been followed for the two most recent admissions to the home. We looked at the information people can receive about the home before they make a decision to move in and how they understand their rights at the home. Roseville has a statement of purpose and service user guide available. They have been updated recently to show changes to the management structure of the home, and the service user guide is written in plain English. These documents give information about the services and facilities available at the home, and about any rules or restrictions on living there. A copy of the guide is given to people looking around the home, which can help them make a decision about whether the home is the right place for them. It Care Homes for Older People Page 11 of 27 Evidence: also contains copies of the homes contract, which is available to people who fund their own care. For people whose placement is funded there is a contract negotiated with the care trust. These contracts specify the fees to be paid and what people can expect to receive as a result. They also contain information on periods of notice and how to make a complaint. We looked at the information available and system that had been followed for two recent admissions to the home. The information and records that we saw showed that the home follows a clear admission pathway for people including full preadmission assessments. These help to make sure that the home are clear that they can meet the persons needs, and that if any additional equipment or services are required they can be in place before the person moves in. People who completed questionnaires for us said that they had received sufficient information about the home before they made a decision about moving in. The home has a policy of encouraging people to visit and spend time at the home before making a decision. The home does provide respite care when there is a vacancy, however does not cater for intermediate care. This means they do not provide specialist rehabilitation programs to people with a view to returning them to their own homes. Care Homes for Older People Page 12 of 27 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. Peoples needs are being met. The home deals with medication safely. Evidence: On this site visit and we looked at the care plans for five people living in the home, discussed equipment and medical support available with the manager and people living at the home, and we looked at the way the home manages medication. The care plans seen on this visit were comprehensive and being regularly updated. The plans were based upon thorough assessment, and included detailed information on how the care was to be delivered. Plans included some consultation with people living at home wherever this has been possible, and a number of the plans included information about the lives people had led before coming into the home and about lifestyle choices they made. This helps to ensure that the care delivered is personal to the individual. The assessments and care planning included such areas as communication and personal care as core assessments. In addition there were a number of additional areas which could be applied to the care plan is as relevant, for example assessments for pressure areas, continence, positioning charts, fluid balance Care Homes for Older People Page 13 of 27 Evidence: charts and use of bed rails. This helps to ensure that although the care planning is consistent it can be tailored to meet individual needs. On the visit we also attended two handover meetings looking at how staff communicate between shifts. Each meeting involved an individual discussion on each person living at the home. This helps to ensure that communication works effectively and peoples needs are not missed when shifts change. Each person living at the home has a number of staff who acts as their key worker. This Keyworker spends individual time with each person, and makes sure that for example small items of personal shopping are purchased on their behalf. People living at the home have access to community medical services and district nursing services as needed. Files contained evidence of this support is being provided, and the district nurse attended during the course of the day to review a person who had been recently returned from hospital. We looked at the way the home manages medication with a senior care worker, who was the person responsible on that shift for its administration. She was clear about the system in use and has been well trained. She understood the medication that was being given out, what it was for and when it was to be given. All medication given to people is recorded, and this would include any information on over-the-counter remedies. Medication is stored securely in a lockable trolley. People we saw on the visit to the home or who completed questionnaires for us told us that they were happy with the level of care they received. One person wrote that the home always looks after everyone very well, and people are always asking me if Im all right. Care Homes for Older People Page 14 of 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People have opportunities to be active and enjoy social interaction., whatever their needs and abilities. Meals are home cooked and varied. Evidence: Roseville has an excellent program of social activities organised for the people living there. This includes twice-daily formal activity sessions and themed days, outings and trips, as well as individual time spent with each person. Discussions with the manager and staff showed that they had a clear understanding of what each individual liked to do with their time before coming into the home and how they could best support that for people now that they were resident with them. As an example one gentleman at the home enjoys sport, so he is taken to attend a local pub when sport is on television and he wants to go. He also has been taken to local sports grounds and discussions were being held on accessing a male volunteer to develop this further with him. The manager could also outline ways in which another person is supported to regularly go to the seafront where they like to see dogs playing, as they previously had bred dogs. The home aims to further develop this person centred care in future. However many Care Homes for Older People Page 15 of 27 Evidence: people enjoy the organised group activities which will still be continuing. As an example on the day of the visit to the home in the morning people in the lounge were engaged in games of charades, and in the afternoon a visiting professional activities company was organising a quiz and games afternoon. Staff at the home regularly dress up for themed days, a recent one of which was French day. People living at the home clearly had excellent relationships with the staff and there was a lot of friendly chat and banter throughout the day. There are also regular fish and chip evenings, where people insist on eating their meal out of paper. On arrival at the home at 7:40 AM there were six residents up and dressed in the lounge ready for breakfast at eight oclock. Other people stayed in bed until much later as they chose. Visitors are welcomed to the home and encouraged to visit or to take people out. During the course of the visit one person had gone to another home owned by the same company to look at the accommodation there. The home has regular residents meetings where relatives or advocates are also encouraged to join in and give their perspective on any changes that could be made in the home. As an example a recent meeting discussed the plans for redecoration. The home has a locked front door, which was discussed int he light of recent changes to legislation. Some people who are more capable have an access code and can let themselves in and out of the home. Others who would be at significant risk outside of the home from traffic or strangers do not. The manager is to seek further advice on this. Menus and meal plans seen were flexible. People can have choices in what they eat. On the day of the site visit the main meal on offer was fried egg, chips and sausages, with semolina and poached pears for dessert. The evening meal was a choice of crumpets with jam or cheese, sandwiches, scones and butter. There is a high tea at 3 PM which was a fresh cherry cake and tea. People told us the food was very good and that they ate well. Supplementation is available for people who are ill or have poor appetites. Care Homes for Older People Page 16 of 27 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 are protected by the homes policies and procedures with regards to the management of complaints and prevention of abuse and abusive practices. Evidence: Roseville have a complaints procedure available detailing how and to whom complaints should be made. Some people spoken to or who completed questionnaires said they were not sure what the policy said but that they would speak to one of the staff or the manager if they any concerns. The complaints procedure is written in plain English and contains information on people outside of the home to whom complaints may be addressed. The home manager has been looking at the complaints policy recently as it has been felt that relying solely on a formal policy has led to people being reluctant to raise small concerns or niggles. She has therefore been examining ways of gathering and addressing small concerns before they escalate and attempting to encourage a free and open dialogue around these issues with relatives and people living at the home. Information from these is then discussed and shared in the team leader meeting, so that everyone working at the home is clear about what needs to be addressed. The home have also been trying to work with relatives to have them be involved further with peoples care. Staff at the home have received training in Safeguarding/prevention of abuse and Care Homes for Older People Page 17 of 27 Evidence: there is a Safeguarding policy at the home. This gives people information about what to do if they suspect a person is being abused. Some staff have also received training in the Mental Capacity Act and Deprivation of Liberty Safeguards which relates to peoples capacity to make decisions. This training should help staff ensure that peoples rights are protected. The home has made two safeguarding referrals in the past year. In both instances the home acted quickly to protect the people living at the home as a priority. Care Homes for Older People Page 18 of 27 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. Roseville provides a comfortable home for people. Some areas of the building would benefit from refurbishment. Evidence: Roseville is a two storey home, close to the sea front and with level access to local facilities. There is limited parking at the home, but there is on street parking on streets nearby for much of the year. The home has an enclosed sunny garden. There are plans to extend and improve the accommodation, but this is not being actioned at present. There is a lift so people can access the first floor. Rooms have en suite facilities with showers and toilets, but some people do not use them and prefer to use the communal bathrooms where there is a hoist. Rooms at the home vary in size, with some suitable for shared occupation and others smaller. Some have an outlook onto the railway embankment, but this will be addressed by the extension plans. On arrival at the home at 7:40am the home was clean and well organised, even though it was a very busy time of day. The laundry was clear of built up linens to be washed and the home smelt fresh. Three bedrooms seen on the visit had an odour problem, which in one case was significant, but other areas of the home were free Care Homes for Older People Page 19 of 27 Evidence: from odour. All areas seen were clean, warm and comfortable. The manager said that 20 new chairs have been ordered for the lounge and this area has been redecorated. A new carpet is on order for this area. Risk assessments have been completed for the environment. These help to ensure that any risks are, as far as possible, managed and minimised. Staff have equipment available to prevent the spread of infection at the home. The laundry is capable of achieving a sluicing cycle which means that laundry can be disinfected. Discussion was held on ways to make sure peoples personal laundry does not get mislaid. Care Homes for Older People Page 20 of 27 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. The homes policies on staffing ensure peoples needs are met by well trained and competent staff. Evidence: On the site visit we looked at staff recruitment selection, training and the skills mix of people on duty. The home has a settled core of staff who work well as a team. The homes senior staffing compliment comprises the manager, a team leader, and two senior carers, which ensures there is always a senior experienced person available at the home each day. The staff seen on duty were respectful and well organised. They had a clear sense of the ethos of the home and expressed an interest in their work, personal development and enjoyment of working with the people living there. The group manager who has recently left had been dealing with much of the training at the home. The registered manager has plans to construct a training matrix for the home, detailing the training people need and updates required. Staff seen and discussed on the day of the site visit were being well supported with training and this was confirmed in the questionnaires received. Currently at the home two staff have completed National vocational qualifications at level III and one is currently doing this. All the other staff except for a new member have level two NVQs. National vocational Care Homes for Older People Page 21 of 27 Evidence: qualifications are a national award reflecting the competency of the member of staff in their working role. Training is discussed in the appraisal system with each individual and the manager will organise training to meet needs. During the next month staff are due to attend training in infection control, diabetes care, health and safety and first aid. Training is also planned in firefighting and prevention and moving and handling for new staff. The home manager has also organised for five students to attend the home from a local college on a weekly basis to do activities with people living at home. The home will provide support and health and safety induction/criminal records bureau checks for any volunteers working. Staff are currently working through a three-month dementia course, which is comprehensive. Discussion was also held on additional resources available for best practice in dementia care. While at the home we also looked at how the home recruits and select new staff. We looked at two staff files which showed that the home follows through a full recruitment process including the obtaining of references and criminal records bureau checks. Staff on appointment follow a full induction programme. There are regular staff meetings and weekly senior meetings. This helps to ensure staff are working consistently. Care Homes for Older People Page 22 of 27 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. The home is being well managed. Evidence: On the site visit we discussed the management arrangements at the home, and sampled some policies and procedures. Since the last inspection Mrs Samantha Shaw has become the registered manager. She has worked at the home for many years and is currently undertaking her leadership and management in care award. She has a clear sense of direction for the home and is well liked by the people who work with her and live at the home. Roseville has a quality assurance system in place which is comprehensive and gives detailed responses which can be statistically analysed. However the manager feels that it does not provide her with the information that she needs to see what needs to be improved at the home. She is intending therefore to review this during the coming year. She has recently issued a series of questionnaires to staff, stakeholders such as Care Homes for Older People Page 23 of 27 Evidence: district nurses and general practitioners, relatives, and people living at the home to see what suggestions they can make about improvements and to gain their views on the services the home provides. These need to be collated, along with other information from internal and external audits to provide an annual development plan for the home. She also has plans to work with other managers from within the group of homes to look at ensuring consistency and improvement. We looked at the way in which the home handles money handed to them for safekeeping. Some people at the home have a small float left with management for day-to-day purchases and so that people can have easy access to money without having to leave the home. Purchases within the home might for example be for daily papers, hairdressing or podiatry services. There have been some recent issues with the account and safe storage of peoples money, however the home have at all times acted in the best interests of the people living at home and have safeguarded the money held in trust. The home has a system for supervision of staff. Staff supervision is a system combining performance management and staff development and involves each member of staff taking time with their manager or supervisor on a regular basis looking at any issues to do with their work performance and any training or support that they need. It aims to ensure that staff are working to their full potential and giving consistent care to people. The home has been aiming to deliver supervision to staff at least eight times a year, and this has recently been delegated to the team leader. The supervision systems seen were substantially based on observation of care practice, and discussion was held on ways of developing this into a more performance development/coaching structure. We also looked at health and safety systems within the home. Some of the health and safety issues are addressed through servicing contracts for example Electrical appliance testing, servicing of boilers, hoists and the lift. Recent requirements made by the environmental health officer have been dealt with and the home has taken precautions to ensure peoples safety through the regulation of water temperature and protecting of hot surfaces. The home has undertaken a series of safe working practices risk assessments which help to ensure that people are safe to be working at the home. Staff have received training in both basic health and safety issues, and a recent health and safety audit has been undertaken by an external company. Care Homes for Older People Page 24 of 27 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 25 of 27 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 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 12 The manager should take advice on the locked door. Care Homes for Older People Page 26 of 27 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 27 of 27 - 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!