Inspection on 28/04/09 for The Longdens

This is the latest available inspection report for this service, carried out on 28th April 2009.

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

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

Other inspections for this house

The Longdens 08/05/07

The Longdens 21/07/06

The Longdens 19/05/06

The Longdens 23/08/05

The Longdens 25/04/05

The Longdens 07/10/04

The Longdens 26/05/04

Similar services:

Hillside

Applegarth

Trevayler Residential Care Home

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Jubilee Villa Care Home

Thornham Grove

Beech Lodge

8 Thorndale Road (Homefield College)

Extracts from inspection reports are licensed from CQC, this page was updated on 10/07/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: The Longdens 7 Leopold Street Derby Derbyshire DE1 2HE     The quality rating for this care home is:   two star good 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: Janet Morrow     Date: 2 8 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 29 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 29 Information about the care home Name of care home: Address: The Longdens 7 Leopold Street Derby Derbyshire DE1 2HE 01332346626 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : keltie2054@aol.com Mr James Keltie,Mrs Dorothy Jean Keltie care home 16 Number of places (if applicable): Under 65 Over 65 0 0 learning disability mental disorder, excluding learning disability or dementia Additional conditions: 16 16 Age range of residents 65 years, with the option of admitting 2 persons aged 50 years and over. The registration includes the option of one day care place. This is in addition to the maximum number registered. Where residents under 65 years of age are residing in the home consideration is given to Younger Adults National Minimum Standards. Date of last inspection Brief description of the care home The Longdens is a care home for sixteen people aged 65 years and over with mental health and learning disability needs, with the option of admitting two persons aged over 50 years. The home is also approved for one-day care place. The home is a semidetached house in the centre of Derby; the city centre shops and facilities are close by. The home has ten single and three shared rooms, two rooms have en suite facilities. Stairs and a passenger lift access the first floor. Several steps and a chair lift access Care Homes for Older People Page 4 of 29 Brief description of the care home two rooms on the first floor. The home has a large enclosed garden. Information about fees provided in May 2008 stated that fees ranged from £353 £370 per week. The homes inspection reports are available from the office in the home and can also be located on the Care Quality Commissions (previously the Commission for Social Care Inspection) website www.cqc.org.uk Care Homes for Older People Page 5 of 29 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This inspection visit was unannounced and took place over one day for 7.25 hours. Planning prior to the inspection visit took place in which information received about the home since the last inspection visit was examined. Written information supplied by the home in the form of an annual quality assurance assessment informed the inspection process. Care records, staff records, maintenance records and a sample of policies and procedures were examined. Case tracking methodology was used that included looking in detail at specific peoples records and their experiences to see what impact the support provided had for them. Care Homes for Older People Page 6 of 29 A tour of the building was made. Five members of staff, the registered manager/provider and deputy manager were spoken with. Five people living at the home and one relative were spoken with during the inspection visit. Four surveys were received from people living at the home; three were received from relatives, one from a visiting professional and six from staff. Three visiting professionals and one relative were spoken with by telephone following the inspection visit. What the care home does well: What has improved since the last inspection? What they could do better: Peoples financial records should be audited regularly to ensure they are accurate. The home should make greater efforts to access training that is relevant for the service user group in the home, for example in mental health and learning disability. Care Homes for Older People Page 8 of 29 Secure storage that meets recommended guidelines must be provided for controlled drugs and staff should receive updated medication training. The home should obtain a copy of the Royal Pharmaceutical Society guidelines on handling medicines in social care. 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 7535. Care Homes for Older People Page 9 of 29 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 29 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There was sufficient admission information to ensure that peoples care needs could be met. Evidence: Two peoples care files were examined and both had an assessment in place that gave sufficient information to establish that needs could be met. Where appropriate, information from the assessment and care management process was in place. Although some people had developed mobility problems, there were no falls risk assessments in place. Risk assessments were in place on both files on admission for nutrition and pressure sores. All three relatives surveys received responded that the home always met individuals needs and all five surveys received from people living at the home responded that staff Care Homes for Older People Page 11 of 29 Evidence: listened and acted on what was said. One relatives survey commented that they treat everyone equally and endeavour to meet all their needs. A visiting professionals survey commented that the home has responded exceptionally well, approaching service users as individuals. Care Homes for Older People Page 12 of 29 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The care of people living in the home was planned and given in a way that respected individuality, which ensured that health and personal care needs were met. Evidence: Care planning and assessment information was available in the two peoples care files examined. This showed that care was given in a respectful way that maintained peoples privacy. For example, there was specific information for staff to follow in assisting someone to have a bath that ensured privacy was maintained. Both care plans encouraged people to be as safely independent as possible and the care plans noted what the individuals could manage for themselves. There were risk assessments in place for nutrition and pressure sores and these were being re-assessed on a monthly basis, as required by the indicated score. Both care plans had been reviewed on a regular basis. One person had signed their plan and there was a note on the other plan that stated that person was not able to Care Homes for Older People Page 13 of 29 Evidence: sign it. The health needs of people living in the home were recorded in care plans. Information relating to visits from health care professionals such as G.P, dentists, podiatrists and opticians were recorded. Blood pressure and pulse were recorded monthly on both files examined. One visiting professional spoken with said that specialist advice was sought appropriately and that physical health needs were met. There was limited information on the five surveys received from people living at the home but all responded that they always received the care and support needed. One commented everythings very good. Two of the six staff surveys received responded that they always had the right skills and experience to meet peoples needs and four responded that they usually did. One commented that there was advice and help from outside professionals i.e. district nurse and epilepsy nurse. One relatives survey responded that staff always had the right skills and experience to care for people properly and two responded that they usually did. One commented that the staff treated their relative with great understanding and acceptance, which gives me peace. A survey received from a visiting professional commented that people they had contact with in the home have progressed and developed amazingly with the care they have received at the Longdens and issues of mental health, osteoporosis, autism-related issues have all needed considerable following through and this has been done by the care service. Another visiting professional spoken with described the care as second to none and two professionals stated they had no concerns about the care at the home. Three medication administration record (MAR) charts were examined for accuracy of recording. This showed that the records were signed accurately with no gaps on the charts and the amount of medicine received was recorded. Two medication administration record (MAR) charts were then examined in more detail and were completed accurately and corresponded with the dispensing system. The deputy manager stated that there were no controlled drugs in use at the time of the inspection visit and that they were used very infrequently. However, there was inadequate secure storage for these should they be required. Eye drops being stored in the refrigerator were labelled with date of opening and Care Homes for Older People Page 14 of 29 Evidence: refrigerator temperatures were being consistently recorded on a daily basis and were within safe limits. Although staff who administered medication had received relevant medication training in the past there had been no further training since the last inspection visit in April 2008, which meant that some staff had not received any updated training for several years. However, the manager stated that a local college was due to start providing a medication course. Care Homes for Older People Page 15 of 29 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Activities, meals and contact with the community were well managed, which enhanced the daily lives of people living in the home. Evidence: Daily routines in the home were flexible and people living there were able to make decisions about how they spent their time during the day. There was an emphasis on independence and people were able to go out on trips, were members of local clubs and attended local classes for computer skills. A holiday was arranged for five people, due to take place during May. The home had a lovely garden and outdoor space and people were involved in planting vegetables and growing flowers. A barbecue had been held and during discussion people talked about the Christmas festivities and said how much they had enjoyed these. A visiting professional commented that the home made an effort at Christmas and that there were activities available. A relative spoken with also paid tribute to the homes efforts in making Christmas a special occasion. A survey received from a visiting professional commented that the home provided a Care Homes for Older People Page 16 of 29 Evidence: caring, inclusive culture where people can grow and develop and lead happy lives. Every attempt is made to create a stimulating environment yet maintaining a homely environment where each person belongs. Three of the five surveys received from people living in the home responded that there were always activities arranged and two responded that there sometimes were. One survey commented that they liked to draw and colour and another said we have been gardening and said they went to floristry classes and music and drama classes. One relatives survey commented that the home supported their relative to do activity they have not done before i.e. gardening and general socialising and that they were included in all activities. Staff spoken with were knowledgeable about individuals routines and were observed to be aware of changes in behaviour. Relatives spoken with confirmed that they were able to visit at any time and stated that they were always made to feel welcome. A visiting professional and a relative spoken with both stated that the home was homely and two members of staff described the home as like a family. The manager was aware of who to contact for an advocacy service and stated that no one in the home currently had an advocate. Training information showed that the manager had attended a training course on the Mental Capacity Act 2005 and the associated Deprivation of Liberty Safeguards. Those people spoken with also said they enjoyed their meals and stated that they were offered alternatives if they did not like what was on offer. Staff spoken with were aware of individual likes and dislikes and were able to discuss various strategies to ensure that people ate a balanced diet. The serving of the lunchtime meal was observed and demonstrated that individual preferences were taken into account, for example by offering fresh fruit as an alternative to one person who did not want the dessert. The dining area was bright and cheerful. The mealtime was unhurried, with appropriate assistance being given to those people who needed help with eating. Food stocks in the kitchen were good and showed a wide range of items. A relative described the food as brilliant and all five surveys from people living in the home responded that they always liked the meals. One person spoken with said the food was good. A survey from a visiting professional commented that the food is always fresh and plentiful and home cooked, service users love it. Care Homes for Older People Page 17 of 29 Care Homes for Older People Page 18 of 29 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. Systems were in place to ensure that complaints and safeguarding issues were responded to appropriately, which ensured that people living in the home were safeguarded and their concerns handled objectively. Evidence: The home had its complaints procedure on display giving information to both people living at the home and their families. The procedure was examined and this showed that complaints would be responded to in seven days. The written information supplied by the home stated that there had been no complaints received at the home since the last inspection in April 2008 and there had also been no complaints received at the office of the Care Quality Commission (previously the Commission for Social Care Inspection). The written information supplied by the home stated that we have an open door policy and pride ourselves on promoting a confident client group who are not afraid to come and speak to any staff member on anything they think is causing them concerns. All five surveys received from people living in the home stated that they knew who to speak to if they were not happy and four responded that they always knew how to make a complaint. Care Homes for Older People Page 19 of 29 Evidence: Two of the three relatives surveys responded that they knew how to make a complaint and all three said that the home always responded appropriately when concerns were raised. The home had a copy of the up to date Derby and Derbyshire Local Authority safeguarding adults procedures and the manager demonstrated in discussion that she knew how to refer to the Protection of Vulnerable Adults (POVA) list. The written information supplied by the home stated that there had been no allegations of abuse since the last key inspection in April 2008. Staff spoken with were aware of their responsibilities in reporting any allegations and training records showed that safeguarding training had taken place in July 2008 and April 2009. All six staff surveys received responded that they knew what to do if anyone raised concerns about the home. Care Homes for Older People Page 20 of 29 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. The building was clean and tidy and provided safe, comfortable accommodation for people living in the home. Evidence: The written information supplied by the home stated that the home is well maintained and any repairs that are necessary are reported and dealt with. A maintenance man is on site daily and is available for any repairs required. It also stated that the home had improved by: decorating the corridor areas and making them brighter, a new carpet shampooer had improved the carpets and minimized odours and stains, a new hoist had been purchased, a summerhouse and greenhouse had been erected and additional anti-bacterial wash applicators had been provided. A tour of the building was undertaken and showed that the home was generally clean, tidy and odour free at the time of the inspection visit. One bedroom had an odour and the manager stated that a plan of regular carpet shampooing was in place to ensure that it was eliminated. Some areas were beginning to look worn, for example corridors and one relatives survey commented that a way the home could improve was by bedrooms being cleaned more thoroughly. It commented that the domestic staff did an excellent job but that the house was large and rather poorly decorated but the good care of the residents outweighs this. Care Homes for Older People Page 21 of 29 Evidence: All five surveys from people living in the home responded that the home was always fresh and clean. The laundry was viewed and was neat and tidy and all equipment was in working order. The washing machine had a sluice wash facility. Staff spoken with were aware of how to control the spread of infection and confirmed that there was always a plentiful supply of protective equipment such as gloves and aprons. Training information provided stated that infection control training had been provided in June 2008 and January 2009. There was an attractive outdoor garden space that was used well during good weather and people had the opportunity to pursue gardening interests. There was a seating area and barbecue facilities. Bedrooms were viewed and were personalised with individual possessions. Care Homes for Older People Page 22 of 29 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There were sufficient well trained staff available which ensured peoples needs were met. Evidence: The staff rota was examined for the day of the inspection visit. This showed that there were two care staff on each shift in the day and the manager was supernumerary. There was one domestic member of staff and a cook each day and a handy person on duty three days per week. Staff spoken with confirmed there were sufficient staff in the home to meet the needs of people living there and five of the six staff surveys responded that there were always enough staff and one responded that there usually were. Four of the five surveys received from people living in the home responded that there were always enough staff when needed and one responded that there usually were. The written information supplied by the home stated that there had been no issues with staffing and described the staff team as settled. Four staff files were examined and generally showed evidence of good recruitment processes. All the documentation required by Schedule 2 of the Care Homes Regulations 2001 was in place including a Criminal Record Bureau check, Protection of Vulnerable Adults (POVA) First checks, evidence of identity and two written references. All six staff surveys received confirmed that recruitment checks took place before Care Homes for Older People Page 23 of 29 Evidence: employment commenced. The manager stated that seven of twelve care staff had a National Vocational Qualification (NVQ) at level 2 or above and both the manager and deputy manager also had NVQ qualifications. This meant the home had achieved the target of having a minimum of 50 of staff with a National Vocational Qualification at level 2. Training records in staff files confirmed that mandatory health and safety training took place. Staff spoken with also confirmed that this occurred. The manager also stated that training sessions on epilepsy had occurred and a session on diabetes was being planned. However, there were no other records to indicate that training in other areas relevant to the home, such as mental health and learning disability, had occurred since the last inspection in April 2008. Two of the six staff surveys received responded that they always had the right support and experience to care for people in the home and four responded that they usually did. One commented that we can call on professional advice and help for anything were not sure about. All six surveys said that they received training relevant to their role and one said a new hoist was necessary for a service user and all staff were trained in house by the provider of the hoist. Staff also practised in house on each other. The written information supplied by the home stated that three staff were undertaking medication training provided by a local college. One of the three relatives surveys received responded that the staff always had the right skills and experience to look after people properly and two responded that they usually did. One survey commented that they had confidence in the managers training of staff. A survey received from a visiting professional responded that staff usually had the right skills and experience and commented that there is an excellent core staff now. Care Homes for Older People Page 24 of 29 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 was well managed and health and safety needs were addressed, which ensured that peoples interests were safeguarded. Evidence: The manager/owner was suitably qualified with a National Vocational Qualification in management at level 4 and had in excess of ten years experience running the home. She was also a qualified nurse, registered in mental health and general nursing. She worked in the home most days, and closely supervised the staff. She was able to demonstrate in discussion that she was familiar with conditions associated with old age and mental health. Quality assurance processes were established and surveys were distributed to people living in the home in February and April 2009. Feedback was positive although comments were limited because of communication difficulties. Relatives made comments such as needs met with experience and understanding, meals were very Care Homes for Older People Page 25 of 29 Evidence: good and staff were friendly and helpful. The manager stated that she measured the happiness and quality of the care by the way people behaved such as staff interactions, moods etc. Three peoples financial records were examined. Generally, cash held corresponded with the written record, although one person had twenty pence more than the record stated and anther record had an entry that did not correspond with a receipt, meaning the person should have had £10 more in their account. The manager rectified this at the time of the visit. There were receipts available for identified purchases. Cash was stored securely. The written information supplied by the home stated that regular maintenance of equipment took place that included fire equipment in September 2008, the heating system in May 2008, hoists in May 2008 and portable electrical appliances in February 2009. Staff training records and the written information supplied by the home indicated that training had been undertaken in mandatory health and safety subjects such as first aid in February and March 2009, moving and handling in July 2008 and March 2009, food hygiene in February and March 2009 and fire safety in October 2008. Care Homes for Older People Page 26 of 29 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 27 of 29 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 9 13 There must be proper secure 31/07/2009 storage available for controlled medicines that meets recommended guidelines. This is to ensure controlled drugs cannot be stolen or accidentally misappropriated. 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 2 3 9 A falls risk assessment should be undertaken for all people at the point of admission to the home. The home should contain a copy of the Royal Pharmaceutical Society guidelines on handling medicines in social care. The identified bedroom should be odour free. Peoples financial records should be accurate and correspond with the amount of cash held. 3 4 26 35 Care Homes for Older People Page 28 of 29 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 29 of 29 - 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!