Inspection on 09/02/10 for St Teresa`s Home

This is the latest available inspection report for this service, carried out on 9th February 2010.

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

The inspector found no outstanding requirements from the previous inspection report, but made 2 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

St Teresa`s Home 02/04/07

St Teresa`s Home 05/09/05

St Teresa`s Home 18/04/05

St Teresa`s Home 13/09/04

St Teresa`s Home 26/04/04

Similar services:

Henry Nihill House

Birchwood

The Infirmary

Orchard House Nursing Home

St Josephs Rest Home

Red Court Nursing Home

Spinney (The)

Queen Elizabeth House

Extracts from inspection reports are licensed from CQC, this page was updated on 25/04/2010.

Key inspection report Care homes for older people Name: Address: St Teresa`s Home 40/46 Roland Gardens London SW7 3PW     The quality rating for this care home is:   three star excellent 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: Sheila Lycholit     Date: 0 9 0 2 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 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) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. 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: St Teresa`s Home 40/46 Roland Gardens London SW7 3PW 02073735820 02073737330 st-teresas@hsc-uk.org Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Sisters Hospitaller of the Sacred Heart of Jesus care home 25 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: 25 The Registered Person may provide the following categories of service only: Care home only - Code PC 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 Date of last inspection Brief description of the care home St Teresas, which has been in existence for more than 75 years, provides residential care for 25 older people. The home is located in South Kensington, close to shops, restaurants and other services. There are good transport links, with Gloucester Road and South Ken tube stations nearby. The building, which was originally 3 town houses, has been substantially altered to provide 25 single rooms, with the majority having an en suite bath or shower room. There are a number of communal rooms, including a conservatory that leads out onto the terrace and garden. The standard of decoration, furniture and fittings is high. The building is fully accessible, with a ramp to the main entrance and a lift serving all floors. The home, which is run by the Sisters Hospitallers Care Homes for Older People Page 4 of 27 Over 65 25 0 0 6 0 7 2 0 0 9 Brief description of the care home of the Sacred Heart, has good staff ratios with an experienced team. There is a chapel where Mass takes place daily. The home is open to non-Catholics. An Anglican priest visits regularly. Fees for 2010 range from £650pw to £1300pw depending on the size of room and care needs of the resident. 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: three star excellent 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 unannounced visit took place on Tuesday 9th February 2010 from 10.10am until 3.55pm. The Manager and Head of Care were on duty and made themselves available throughout the visit. The local GP was also making her monthly visit to review residents health care and training with the PCT was arranged for care staff in the afternoon. The Manager had completed an Annual Quality Assurance Assessment (AQAA) in detail prior to the visit. In addition to discussion with the Manager and Head of Care, a member of the care staff was spoken with in private. Discussion also took place with the Catering Manager, Administrator and Maintenance Officer. A good response was received from the residents surveys, with 17 returned. Comments from residents and from their relatives, who assisted in completing some of the surveys, are included in the report. Three residents were spoken with in their rooms regarding life at St Teresas. A tour of the building took place. Care Homes for Older People Page 6 of 27 All 25 places were occupied at the time of the inspection. One resident was away, staying with relatives. The home operates a (long) waiting list. Care Homes for Older People Page 7 of 27 What the care home does well: What has improved since the last inspection? 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 Care Homes for Older People Page 8 of 27 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. Comprehensive information about St Teresas is provided for prospective and current residents. A very clear contract covers all aspects of the service. Pre- admission assessments are thorough. Evidence: Up to date information about the home is provided for prospective residents, including copies of recent inspection reports. The contracts file shows that all residents are given a clearly written contract, which covers all aspects of the service provided, including the room allocated, fees and charges. The individual files of the two most recently admitted residents were looked at. Both contained a pre-admission assessment using the homes pro-forma. Steps had been taken to gain a picture of the residents previous life and interests, as well as social and health care needs. All residents move to St Teresas on a trial basis and it was clear from reports and discussion with staff that one of the new residents was not yet certain about moving to a care home. She was being given time to reach a decision Care Homes for Older People Page 11 of 27 Evidence: with the support of her family and of staff. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Care plans are comprehensive, showing the involvement of the resident. The health care needs of residents are given a high priority. Medication is generally well managed. Evidence: All of the 17 surveys received from residents and their families refer to the high standard of care provided at St Teresas. Comments include - the staff and Sisters are very kind and helpful to my mother and look after her very well; caring and very helpful staff and consistently good care ....this is St Teresas top priority. Feedback from the 3 residents spoken with during the inspection was equally positive about the care and support given at the home. The individual files of six residents, including the two people who had most recently moved to the home, were looked at. Each contained a care plan, covering all aspects of the residents care needs, which was regularly reviewed. All care plans looked at had been signed by the residents and the content showed their involvement. The Manager confirmed that all residents are offered a copy of their care plan. The home uses an electronic care planning system, which has been customised to meet the Care Homes for Older People Page 13 of 27 Evidence: needs of the service. Daily notes are well written, noting any changes in the persons condition and the outcome of assessments by health care professionals, including the Dietitian and Physiotherapist. Action recommended by health care colleagues needs to be included in the relevant section of the care plan at the earliest opportunity to ensure that all staff are aware of changes agreed. Residents weight is monitored, with action taken where there are concerns, for example a loss of weight. It is recommended that the weight charts are used consistently to clearly show changes. Staff work closely with the local GP practice who in addition to seeing residents as required, also visit monthly to review residents health care needs and their medication. Steps are taken to ensure that residents have access to other health care services, including Dentists, Opticians, Podiatry and hospital treatment where required. The home uses the Boots measured dosage system for medication. The Boots Pharmacist had recommended changes to the storage and recording of controlled drugs at her last visit. These changes had been implemented with the installation of a CD cabinet that meets current standards. A separate CD book is kept for each floor. While the medication (Temazepam) had been signed for, on one floor the balance had not been noted for the past few nights. The Head of Care checked the balance straightaway, which was found to be correct. The Manager undertook to meet with the night staff, who are members of a different Order, that evening to remind them of the procedure for recording in the CD books. MAR sheets seen were up to date and fully completed. Some residents handle their own medication, following an assessment by the GP. Residents wishes regarding end of life care are recorded on care plans. The home has a policy of caring for residents at St Teresas, with the support of the local GP practice and the palliative care team if necessary, rather than in hospital. 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. Residents receive excellent support to continue their interests and to maintain contact with families and friends. Catering is of a high standard, focused on the preferences of residents as well as on their nutritional needs. Evidence: Residents are supported to maintain their interests, lifestyles and contact with families and friends. All rooms are wired for a direct dial telephone and for broadband. The visitors book and feedback from relatives in the surveys show that relatives and friends feel welcome and are encouraged to visit regularly. Discussion with residents show that their interests are supported, including meeting with other residents to do their daily crosswords, help to access email and the internet and assistance to visit local shops and services. One resident commented in discussion on how staff had installed a larger book case so that he had easier access to his wide collection. The activity programme, which is particularly geared to the needs of the less mobile residents, has been increased to provide daily activities both in the mornings and afternoons. There is an Activities Co-ordinator who is responsible for the programme and the home has a number of volunteers who support residents to take part in activities. Feedback from residents in the surveys remarked positively on the activities Care Homes for Older People Page 15 of 27 Evidence: programme - the daily activities are good and interesting, I enjoy the music and singing and the daily exercises. Residents cultural and spiritual needs are recognised and valued. Many residents choose St Teresas in part because of its Catholic ethos, though other denominations are welcome and their faith valued. Mass is celebrated daily in the Chapel and an Anglican priest visits regularly. An external catering firm provides the catering for the Orders three homes. The Catering Manager was present during the visit and discussed how menus have been varied at residents request, as well as to ensure that the catering meets the particular nutritional needs of older people. A five week rolling menu is used, with choices at all meals. Regular entries are made in the comments book in the dining room, showing that resident feel able to request changes as well as show their appreciation of certain dishes. Residents have breakfast in their rooms and lunch and dinner in the pleasant dining room on the lower ground floor. Snacks, such as sandwiches and yogurt as well as tea, coffee and juices, are available in each of the well fitted kitchenettes on each floor. Many residents also have fridges in their rooms for snacks and drinks. 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. Staff demonstrate a high awareness of residents rights and act promptly in response to any concerns. Evidence: Information about the complaints procedure is contained in the service users guide and in residents contracts. Residents views, including any concerns, are elicited during day to day contact with staff, in resident and relative surveys and in residents meetings. The complaints record shows that one complaint was received in the previous 12 months, which was resolved. Staff receive training in safeguarding vulnerable adults as part of their induction. In addition regular workshops take place and the Manager confirmed that a further session on safeguarding will take place in 2010. The Manager has attended training in safeguarding and on the Mental Capacity Act with the Royal Borough of Kensington and Chelsea. No safeguarding referrals have been made in the past 12 months but the Manager has previously taken prompt action in line with local procedures, when she has had concerns. Care Homes for Older People Page 17 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. St Teresas provides accommodation of a very high standard, which meets residents mobility needs, as well as creating an attractive environment. Residents rooms are particularly spacious, well furnished and highly personalised. Evidence: St Teresas is well located, close to local services, including public transport in South Kensington. Since the last inspection further work has taken place to improve the accommodation, including upgrading of the fire safety and electrical system, the installation of additional en suite bath and shower rooms and a new external ramp. The main sitting room has a loop system and residents commented positively on the new wide screen TV. The home is furnished and decorated to a very high standard. All but 4 of the bedrooms have en suite lavatories, baths or showers. Residents rooms are spacious, well furnished, usually with the residents own furniture and have sufficient seating to allow residents to entertain friends and families. The balconies of 3 of the rooms have been recently glazed in to provide additional space for residents. Four of the bedrooms were seen during the inspection visit, each of which was well furnished, with a large number of the residents own possessions, including books, photos and pictures, as well as furniture. New adjustable beds were being delivered during the inspection. The Manager stated that the majority of beds have been replaced with adjustable beds and new mattresses, although some residents prefer to keep their own beds. Care Homes for Older People Page 18 of 27 Evidence: In addition to ensuite bath and shower rooms, the home is well provided with bathrooms, a number of which are fitted with assisted baths. Grab rails, hoists and other equipment are provided and some WCs have been replaced with higher seats to support residents independence. A high standard of cleanliness throughout the home was noted at this unannounced visit. The level of hygiene and cleanliness was also commented on in the surveys kept scrupulously clean, spotless environment and the cleanliness of this house is always very good. Care Homes for Older People Page 19 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. Staff ratios are good, with a team of well trained staff led by an experienced Manager and Head of Care. Staff have access to a comprehensive training programme. Evidence: In their feedback, residents commented positively on the quality of staff - the staff are always available, helpful and kind, very helpful staff and a friendly atmosphere is created between residents, carers and Sisters. The home has good staff ratios, with a team of carers, senior carers, Head of Care and the Manager. In addition to the Manager, other Sisters of the Order, who are very experienced in caring for older people, also assist in the running of the home and in the care of residents. As well as care staff, the home employs an administrator, receptionist and catering and cleaning staff under contract. The files of the two most recently appointed staff were looked at. The files were in good order and contained all recruitment checks with the exception of references, which had not been returned for one member of staff. The Manager explained that this had become overlooked during the postal strike. The administrator phoned for the references straightaway. Copies of documents confirming staff identity and right to work in the UK were seen on file. It is recommended that staff confirm they have seen the original documents by signing and dating the copy. All criminal record Care Homes for Older People Page 20 of 27 Evidence: (Independent Safeguarding Authority) checks for staff, Sisters and for volunteers were looked at during an earlier visit in July 2009 and found to be satisfactory. Induction and training records show that staff receive a structured induction and take part in a regular training programme, usually with a workshop at least monthly. Training in mouth care provided by the local PCT was taking place on the day of the inspection. The majority of care staff have completed NVQ2 or 3, with newer staff enrolled on NVQ training. A member of staff spoken with in private commented on the quality of the induction and training she had received since working at St Teresas. In view of the investment in staff training, it is recommended that key workers are given an opportunity to contribute to the development of care plans and risk assessments. Care Homes for Older People Page 21 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. St Teresas is a well managed home, where senior staff strive to continually improve the service. The views of residents, relatives and staff contribute to the development of the home. A high priority is given to the health and safety of residents and of staff. Evidence: The Manager, Sister Isabel, is a Registered Nurse with many years experience of managing health and social care services. She has completed NVQ4 and the Registered Managers Award. Sister Isabel is assisted by experienced senior colleagues, including other Sisters of the Order, also qualified and experienced in the care of older people and by the Head of Care. The Head of Care has worked at St Teresas for many years and has completed NVQ4 and the Registered Managers Award. A resident commented that Sister Isabel runs the home with great care and efficiency. The home has an established quality assurance system that includes an annual survey of residents, relatives and staff. The summary of recent surveys were seen, showing a Care Homes for Older People Page 22 of 27 Evidence: high level of satisfaction. The home has acted on previous feedback, for example by increasing the number and variety of activities made available and by appointing an Activities Coordinator. Residents financial affairs are managed by themselves, by their relatives or by the local authority. Record keeping is of a high standard. The main office has been refitted to provide a more streamlined filing system and the home has all necessary office equipment. plans are in place to install an additional networked computor for the use of care staff, so that they can access care plans and training materials. A senior Sister of the Order undertakes regulation 26 visits on behalf of the provider. Reports of her visits indicate a thorough check takes place. The maintenance officer undertakes regular health and safety checks, including testing the fire alarm system, the temperature of the hot water and the emergency lighting system. Records and discussion with the maintenance officer show that regular fire drills, including evacuations take place. The fire detection system, fire doors and fire windows in the kitchen have all been upgraded since the last key inspection in 2007. The Health and Safety Officer from the Royal Borough of Kensington and Chelsea made an inspection in 2009 and a follow up visit in January 2010 at whihe confirmed that all points had been addressed. The Food Safety Officer gave the home a 4 star, very good rating in July 2009. Steps are taken to reduce the risk of Legionella, including regular testing of the water. Water tanks were replaced in 2009. The home employs an external health and safety consultant to advise on health and safety. Accidents are carefully recorded and the home has a good record of preventing falls. There were two incidents which had not been reported to CQC as required, not had risk assessment be rviewed straightaway. Staff must ensure that CQC is informed under regulation 37 when a resident receives hospital treatment, however minor, following an accident. Risk assessments should be reviewed following an accident, even if no change is made. Care Homes for Older People Page 23 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 24 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 1 29 19 Copies of two written 31/03/2010 references must be obtained before a new member of staff starts work. To protect service users from unsuitable staff. 2 38 37 CQC must be informed of any event that affects the well being of residents, including any injury that requires hospital treatment. In order that the regular is aware of any pattern of concerns or injuries. 31/03/2010 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 recommendation of health care professionals currently recorded on the daily notes, should be included in care plans as part of their regular review and updating. Residents weight charts should be used consistently, Page 25 of 27 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 rather than some recordings being noted in the diary. 3 29 Where copies of documents, for example passports or birth certificates, are made, a senior member of staff should sign the copy to confirm that they have seen the original. More opportunities should be developed to allow care staff to contribute to care plans and risk assessments. The risk assessment should be updated following any accident, even where the injury is minor. 4 5 30 38 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. 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