Inspection on 30/04/09 for St Valery Residential Care Home

This is the latest available inspection report for this service, carried out on 30th April 2009.

CQC found this care home to be providing an Excellent 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

St Valery Residential Care Home 23/01/06

St Valery Residential Care Home 27/06/05

St Valery Residential Care Home 21/03/05

St Valery Residential Care Home 17/01/05

St Valery Residential Care Home 08/01/04

Extracts from inspection reports are licensed from CQC, this page was updated on 20/07/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: St Valery Residential Care Home St Valery Residential Home York Road Kennington Ashford Kent TN24 9QQ     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Wendy Mills     Date: 3 0 0 4 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. 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. 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 Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 28 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). 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 CSCI 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 28 Information about the care home Name of care home: Address: St Valery Residential Care Home St Valery Residential Home York Road Kennington Ashford Kent TN24 9QQ 01233613931 Telephone number: Fax number: Email address: Provider web address: patstvalery@btconnect.com Name of registered provider(s): Type of registration: Number of places registered: Mrs Patricia Mary Ireland care home 13 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia Additional conditions: The maximum number of service users who can be accommodated is: 13 The registered person may provide the following category/ies of service only: Care home only - PC to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Dementia - DE Date of last inspection Brief description of the care home St. Valerys is a residential home providing care and support for up to thirteen older people with failing mental capacity. The registered provider and manager Mrs Patricia Ireland lives in a separate flat within the grounds of the home. Mrs Ireland owns one other registered care home, York House. This home stands within the grounds of St Valerys and provides accommodation for up to three residents who lead a more independent lifestyle. The services provided at both homes are identical. Care Homes for Older People Page 4 of 28 Over 65 0 13 Brief description of the care home St Valerys is situated approximatley three miles from Ashford town centre and is near to local amenities. Public transport links are close by and there is easy access by car to the A 20 and M20. There is car parking to the front of the property. Acccommodation is arranged on two floors. The living areas on the ground floor include a large lounge, dining room, conservatory, toilet and bathroom. In addition there is a kitchen and managers office and five bedrooms on this level. The other bedrooms and a bathroom are on the first floor. These rooms are accessed by a flight of stairs fitted with stair rails and a stair lift. To the rear of the home there is a sheltered and enclosed garden. The fees for this home at the time of inspection were given as £500 per week. Further information about the home can be obtained by contacting the registered provider. Care Homes for Older People Page 5 of 28 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: This visit formed part of the annual inspection process of the newly formed Care Quality Commission (CQC) under the Care Standards Act. The inspection process takes into consideration information that we have gathered during this visit and information that we have received prior to the visit. This includes the homes Annual Quality Assurance Assessment (AQAA) and notifications required by the Act, as well as information that other people have given us, including the results of surveys and the views of visiting health and social care professionals. During this visit we spoke to relatives, five members of staff, three of them in private and observed the interaction between staff and residents. Time was spent chatting to residents. Although it was not possible to elicit the residents views about the home some conclusions were made through observation of day to day life in the home. Three care plans were examined in detail and tracked to other records such as the daily Care Homes for Older People Page 6 of 28 record and medicines administration records. Three staff files were examined and tracked to training and recruitment records and staff opinions. A tour of the home was made and detailed discussion was held with the registered provider/manager. The evidence from this inspection process will be used to make a judgement about the quality rating for this service. Supporters of the people who live in this home said that they believe they would prefer to be referred to as Residents. Therefore, this is the term used throughout this report to refer to the people who live in this home. The residents, their relatives and supporters, staff at the home and the registered provider/manager are all thanked for the welcome they gave and their assistance throughout the inspection process. The quality rating for this service is 3 Stars. This means that the residents experience excellent outcomes in all aspects of their care whilst living in the home. 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 set out 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 Care Homes for Older People Page 8 of 28 7535. Care Homes for Older People Page 9 of 28 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 28 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home gives prospective residents and their supporters plenty of information about the home so that they can make an informed decision about moving in. Thorough pre-admission assessments are made to ensure that only those people who are suited to the home and whose needs can be met are offered a place in the home. Evidence: The home has a statement of purpose and a service user guide that give good information about the home. Relatives said that they are clear about the rights of the residents in the home and that they are kept well informed about what is gong on. Three care plans were examined in detail. Two of these were the care plans of the most recently admitted residents. These provided evidence that there had been thorough pre-admission assessments made. The registered manager and the deputy confirmed that they always go out to visit a prospective resident to carry out this Care Homes for Older People Page 11 of 28 Evidence: assessment before offering a place at the home. The home currently has a waiting list. Prospective residents and their supporters are invited to visit the home for meals and short stays, if they wish, before they make a decision about moving into the home. Care Homes for Older People Page 12 of 28 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. The home positively promotes the health and well being of the residents and staff give care and support in a an effective, gentle and discrete manner that respects the privacy and dignity of the individual. Evidence: Every resident has a care plan. Care plans are important documents because they are one of the means by which the people who use this service and their supporters can be assured that their care needs have been identified and met. In addition they are an important source of reference for the staff who provide the care and support for the residents. A sample of four care plans was examined. These included the care plans of the people who had most recently come to live in the home. These plans were up-to-date and in good order. They contained detailed information about all aspects of care. This included information about the way personal care should be given, preferences, likes and dislikes, cultural and religious needs, nutritional needs and details of any specialist appointments. Care Homes for Older People Page 13 of 28 Evidence: Direct and indirect observation showed that the staff treated each resident as an individual and gave care and assistance in a kindly and caring way. Staff were very familiar with the likes and dislikes of each resident and gave any necessary prompts in a gentle and encouraging manner. The home takes care to ensure that the residents have the correct equipment such as walking frames, hearing aids and spectacles. These are noted in the care plans and staff were seen to check that each person had the right spectacles, and had their hearing aids in. Staff were observed to check and clean spectacles throughout the time of this visit. All the residents are registered with local General Practices. Doctors and district nurses from these practices visit the home when needed. Records show that specialist appointments are made when indicated. The home supports residents to attend these appointments if necessary. Other health and social care professionals such as care managers, chiropodists and dietitians visit the home. Records show that the advice given on these visits is noted and followed. Ten surveys were sent out and we received ten completed surveys. In all cases relatives and other visitors had helped the resident complete these, or had completed them on behalf of the residents. All comments on these surveys were very positive. They said that care and support needs are always met and that the staff are very efficient and friendly. On the day of this visit all the residents were looking very well and were calm and relaxed. Due to their failing mental capacity it was not possible for them to give opinions about the home but time was spent chatting to them. Visiting relatives said that they are very happy with the care at the home. One said, We looked all over for a good place for mum and this one was the one we liked the best. Its like a family and the staff treat them (their residents) as their own. I dont think they could give any better care than they do. There is very good monitoring of nutrition. Residents are weighed regularly and a note made of any action taken should significant weight loss be noticed. Extra staff help out at mealtimes as many of the residents require encouragement and assistance with their meals. The main mealtime was observed. Staff were seen to give the necessary help in a discrete and calm way so that the residents they were helping ate a nourishing meal and enjoyed the social occasion of the mealtime together. Care Homes for Older People Page 14 of 28 Evidence: Medicines in the home are stored safely and securely. The storage temperature is checked daily and records kept. All staff who administer medicines have received training in the management and administration of medicines. Staff were observed to manage medicines in accordance with the guidelines issued by the Royal Pharmaceutical Society of Great Britain. Those spoken to were knowledgeable about the procedures for all aspects of medication and clearly understood the importance of adhering to these. The registered manager said that they work closely with so that the doctors to ensure that medication levels are no higher than necessary. The Medicines Administration Records (MARs) of four residents were examined. These were in very good order and no errors or gaps were noted on these records. Some hand written entries had been signed but not counter signed. It is recommended that all hand written entries are double checked and signed by two members of staff trained in the administration of medicines. We were told that the home is soon to change the pharmacy it uses as they wish to receive a more personalised service for the residents and to work more closely with the pharmacist. Care Homes for Older People Page 15 of 28 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. Daily life in the home reflects the cultural backgrounds and preferences of the residents and provides a range of activities that make their lives meaningful and interesting. Evidence: There is a calm and relaxed atmosphere in the home. Staff are very aware of the likes and dislikes of the residents and try to encourage them to make as many choices as possible. A member of staff described how she helps residents to choose what to wear each day so that they can dress the way that suits their personality. This process choice in small stages, for example the first choice may be a skirt or dress, the next a choice of colours and so on. All the residents were well dressed in clothes that were appropriate for the weather on the day of this visit. Visitors said that they are always made very welcome when they come to the home. One said, Theres always a cuppa on offer and they make me very welcome - like a home from home. Discussion with the registered manager showed that she understands the implications of the recent legislation in respect of deprivation of liberty, and how applies to the Care Homes for Older People Page 16 of 28 Evidence: residents. The home, in conjunction with relatives and other supporters of the residents, has compiled folders, separate to the care plans, that contain information about the life histories and past interests of the residents. Where possible, photographs of families and other relevant subjects are included. Staff then use the folders as a focus for chatting with the residents. The life histories and also be used as a basis for making decisions on behalf of those who are no longer able to make choices for themselves. Some visiting entertainers visit the home. We were told that a guitarist visits monthly and that the residents enjoy these session. However, the registered manager said that they have tried other forms of entertainment that have received a mixed reception from the residents. She said that the activities that the staff lead tend to be more popular. She said that there are regular group activities such as skittles, painting and music and movement. Several of the residents enjoy joining in activities around the home with cookery sessions being very popular. Staff were observed to encouraged residents to take part in activities of daily life such as laying the table and accompanying and helping staff when they make beds, take laundry to the laundry room and other activities of this type. The home also has a number of DVDs that reflect the past interests and experiences of the residents. Records are kept of activities. The daily records show that staff spend time on one-toone activities with residents. These activities include walks to a nearby green or around the garden, hand massages, nail care and time spent chatting. The home employs a cook and the main meal is taken at midday. There was plenty of fresh, locally purchased produce in the home on the day of this visit. There is a small pleasant dining area and most residents choose to sit at the dining table for their meals. Lunch was observed on the day of this visit. The appearance and aroma of the food was appetising and staff gave assistance to those who needed it in a discrete and unhurried manner. Food and fluid intake is monitored when indicated and drinks and snacks are available throughout the day. Staff were noted to offer drinks frequently. Care Homes for Older People Page 17 of 28 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. The home has sound policies and procedures for handling concerns, complaints and safeguarding that staff understand. Residents and their supporters can be confident that their views will be listened to and acted upon, and that the home does all it can to protect the residents from all forms of abuse. Evidence: The home has sound policies and procedures for the handling of concerns, complaints and safeguarding. A copy of the complaints procedure is contained in the homes Statement of Purpose. There have been no formal complaints made since the last inspection. Relatives all said that they are aware of the complaints procedure but said they have never had to make a complaint. One said, Im very happy with my mothers care here, I cant imagine that I shall ever have to make a complaint, I know I can always speak to Pat (the registered manager) if I have any worries. Two members of staff were spoken to in private and asked specifically about their understanding of safeguarding. Both said that they had received training in the protection of vulnerable people and both were very clear about the procedures that they would need to follow should they have any concerns that residents were at risk of abuse. Care Homes for Older People Page 18 of 28 Evidence: Staff files show that staff receive safeguarding training. The staff team is very stable, having worked at the home for a number of years. There are sound recruitment procedures to ensure that only staff suitable to work with vulnerable people are employed. Care Homes for Older People Page 19 of 28 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. The environment is calm, safe, well maintained and very clean. this gives the residents a pleasant and homely place in which to live. Evidence: A tour of the home was made. The home is very well maintained, very clean and well furnished and there is a relaxed, friendly and calm atmosphere throughout. The homes Annual Quality Assurance Assessment (AQAA) confirmed that all necessary, current Health and Safety certificates such as electrical and gas safety, are in place. The home has a good sized lounge with a conservatory at one end. There is a light and airy dining area that leads off from the lounge. Bedroom accommodation is a combination of single and double rooms, some with en suite facilities. Relatives made very positive comments about the cleanliness and decor of the home. One respondent to our surveys said, St Valerys is spotless! The living areas are very well decorated and presented and the bedroom is always clean and tidy with fresh linen and towels. Another said, I commend the home for the high standard of cleanliness. There are sound laundry systems and infection control measures in the home, including an antiseptic hand spray in the entrance hall that all visitors are asked to Care Homes for Older People Page 20 of 28 Evidence: use. The kitchen has been given a 5 star rating for the, Scores on the doors award, by the Environmental Health Department. This means that they judged the kitchen to have the highest standards of cleanliness and safety. At the time of this visit building work was going on to completely refurbish a bathroom and create a new office. A new, energy efficient boiler had recently been fitted and new beds purchased. Despite work going on in the home all areas were very clean. Residents were observed to move easily around the home. Furniture is suited to their needs and bedrooms are well decorated. Double rooms have privacy curtains and the furniture is arranged so that each resident can access their belongings without having to cross into the others space. Outside there is a sheltered, courtyard garden with areas of sun and shade and seating in both. Residents were observed to enjoy walking and sitting in this area in the company of staff. Care Homes for Older People Page 21 of 28 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staffing levels, staff training, staff morale and recruitment practices are all excellent. This means that the residents are care for by a carefully vetted and cheerful staff team who are well qualified to meet their needs. Evidence: Staffing levels meet the needs of the residents. During the daytime, between 7 am and 9 pm there are three care staff on each shift. At nights there are two wake staff. In addition there are catering and cleaning staff. The staff have a good age and skill range and their gender and backgrounds reflect those of the residents. During the course of this visit we spoke to five members of staff, some whilst they were carrying out their duties, and two in private. Staff said that they work well together and that there is a stable staff team with a low staff turnover. They said that this means that they are able to give enough time to support new staff coming into the home. Staff said that they love working in the home and that there is a good working atmosphere. One said, Its like being part of one big happy family. Direct and indirect observation showed that the staff understand the residents needs and provide care and support in a kindly and calm manner. Relatives praised the staff. One said, The staff are fantastic. Another told us, The staff are very patient and very caring Care Homes for Older People Page 22 of 28 Evidence: and a survey respondent wrote, The staff are very efficient and friendly. Staff receive comprehensive induction training as well as on going statutory training, such as moving and handling, and specialist training, such as dementia care. Seven members of staff hold the National Vocational Award at level three (NVQ 3)in care and six staff members are currently working toward this. This will mean that the home will soon have approximately ninety five percent of staff with NVQ 3. Staff said that they receive plenty of training opportunities and inspection of a sample of staff files confirmed that appropriate training has been undertaken. There are sound recruitment policies and procedures. Three staff files were examined, including the one belonging to the most recently recruited staff member. There was good evidence to show that all necessary checks had been made before a post was offered at the home. Records showed that a full work history had been obtained, Criminal Records Bureau (CRB) and safeguarding (POVA First) checks had been made and two written references obtained with additional telephone checks. Care Homes for Older People Page 23 of 28 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. The home is well managed. The views of relatives and supporters of the residents are considered and acted upon appropriately. This means that the home is run in the best interests of the residents. Evidence: The registered provider and registered manager for the home is Mrs Patricia Ireland. She runs one other small home, York house, which is on the same site. She also lives on site. The management arrangements for the home have altered since the last inspection with the appointment of a deputy manager. This post has been created with the intention of developing the role so that the deputy can step up to run the home when the registered manager retires. The deputy manager has many years experience of working in care settings and has recently achieved the National Vocational Qualification in Care at level four (NVQ 4) Care Homes for Older People Page 24 of 28 Evidence: and is currently working toward the Registered Manager Award (RMA). Staff and relatives praised the way the home is managed. They said that both the registered manager and the deputy manager are very approachable. They said that they can put forward ideas and know that they will be acted on appropriately. Staff also said that, whilst the managers foster a family atmosphere, they do not shirk their responsibilities to ensure staff are up to standard and carrying out their jobs properly. There are sound quality assurance systems in place and the views of relatives are sought on a regular basis both formally and informally. The home does not manage any finances on behalf of the residents nor does it act as appointee for anyone. Staff receive regular one-to-one supervision and written records are kept of these sessions. This time gives staff an opportunity to discuss their progress in private, to develop ideas and to identify training needs. The home has sound policies and procedures to ensure the Health and Safety of residents and staff. Health and Safety records are up-to-date and regular health and safety checks are made and records. Staff said that maintenance needs are addressed promptly when reported. Care Homes for Older People Page 25 of 28 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 26 of 28 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 Care Homes for Older People Page 27 of 28 Helpline: Telephone: 03000 616161 or Textphone: or 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) Commission for Social Care Inspection (CSCI). 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 CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 28 of 28 - 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!