Inspection on 29/07/09 for Bessmount House

This inspection was carried out on 29th July 2009.

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

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Bessmount House 10/05/08

Bessmount House 12/12/07

Bessmount House 20/07/07

Bessmount House 05/07/06

Bessmount House 15/11/05

Bessmount House 24/08/05

Bessmount House 07/04/05

Bessmount House 01/09/04

Bessmount House 13/04/04

Bessmount House 23/03/04

Bessmount House 06/01/04

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Fairfields Country Rest Home

Poldhu

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Trevaylor Manor

Didsbury Court Rest Home

Belma

Hunters Care Centre

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Extracts from inspection reports are licensed from CQC, this page was updated on 13/03/2010.

Key inspection report Care homes for older people Name: Address: Bessmount House 1 Rose Hill Kingskerswell Newton Abbot Devon TQ12 3PP     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Graham Thomas     Date: 2 9 0 7 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 27 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: Bessmount House 1 Rose Hill Kingskerswell Newton Abbot Devon TQ12 3PP 01803872188 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: sara@watson62.eclipse.co.uk Mrs Jacqueline Sheila Simpson,Mr David George Simpson care home 11 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home Bessmount House is a care home that is registered to provide accommodation and care for up to eleven older people, who need residential care. The home is situated in the village of Kingskerswell and is close to the Health Centre, local shops, church and other amenities. The home has seven single bedrooms and two double bedrooms. All except one have en-suite toilet facilities. All the bedrooms are connected to a call bell system and have telephone and television points. There is a quiet sitting room and a lounge-dining room. Bathroom and toilet facilities are available on each floor. A chair lift provides access to the first floor. At the back of the house is an enclosed patio garden. The fees at Bessmount House range from 550 to 750 pounds per week. Additional charges are made for made for chiropody, hairdressing, outings and newspapers. The homes service users guide, which contains a copy of the inspection report, is located in the hallway. Care Homes for Older People Page 4 of 27 Over 65 11 0 Brief description of the care home Care Homes for Older People Page 5 of 27 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: Before we visited the home, we looked at our records and information we had received since we last visited. We visited the home and spoke with people who live there, staff the manager and a visitor. We looked around the home and looked at records to check that it was being well maintained. Peoples individual plans were examined. We checked to see if people were getting the care and support that was described in the plans. We looked at the arrangements for recruiting and training staff and how they were deployed in the home. This involved examining staffing records and discussion with the manager. Other records were examined that told us about the management arrangements and the way that peoples health and safety was protected. Care Homes for Older People Page 6 of 27 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 order line 0870 240 7535. Care Homes for Older People Page 8 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 9 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. Standards 1, 3 and 6 People who are thinking about moving into Bessmount have good information on which to make their decision. The home takes sufficient care to make sure it can meet a persons needs before they move in Evidence: At our last inspection we recommended that the Service Users guide and Statement of Purpose should be updated. This is so that people who may be considering a place at Bessmount have up-to date information about the home and the services it provides. The new manager had updated this information and provided us with copies. She confirmed that this was now made available to prospective residents. We looked at the records of the person who most recently moved into the home to check the homes process of admission. This process was discussed with the manager, staff and the person who had moved in. Care Homes for Older People Page 10 of 27 Evidence: The records showed that the person had been visited in hospital a week before she moved in. A basic assessment had been made of her needs and information had been gathered from the referring authority. A summary of the persons needs had been produced to discuss with staff. and a care plan had been produced based on this assessment. The person confirmed that friends had visited the home on her behalf before She moved in. She felt that she had enough information about the home to make a decision about whether to accept a place. The information gathered by the home also provided the manager with enough information about the person to assess whether their her needs could be met at Bessmount and whether the person met their admission criteria. Bessmount does not provide intermediate care. Care Homes for Older People Page 11 of 27 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Standards 7, 8, 9 and 10 People moving into Bessmount can feel confident that they will receive the care and support that they need and that their preferences will be respected. Evidence: We examined how Bessmount provides care and support by looking in detail at the care of three people. One person told us the the care and support she received couldnt be better. Another told us that staff ..call the District Nurse immediately I need (treatment) done We saw that each person had a detailed plan of care that had been produced before or soon after they moved into the home. The plans we looked at contained detailed information about peoples individual routines, their health and social needs and interests. People or their representatives had signed their plan to show that they understood and agreed with the contents. A new format had been introduced for care plans that were written from the persons Care Homes for Older People Page 12 of 27 Evidence: point of view. The plans contained, for example, sections on understanding me. This section gave details of the persons personal history and interests. Another section was titled understanding my condition. This section gave details about the persons health care and support needs. We looked at how the plans related to peoples needs. For example, one person needed assistance to get in and out of bed. We saw that the person had a rotary stand in their room and that their plan contained a detailed risk assessment for its use. When we spoke with staff they were clear about the use of the stand and a handling belt that was also used. Another persons plan described their ongoing optical treatment. We saw records of appointments and treatments in the plan. When we spoke to the person they described how staff assisted them to bathe their eyes. When we spoke with staff they were clear about the assistance to be given to the person with bathing their eyes. We saw that peoples call bells were nearby so that they could call for attention when needed. We saw that people had water or other drinks nearby and that staff were providing drinks and reminders to drink at regular intervals. This is important as dehydration is a common risk for older people. During our visit we heard staff referring to people by their preferred names, knocking on doors before entering and making sure doors were closed when personal care was being given. People living in the home confirmed that their dignity and privacy was respected. One person told us that staff were very respectful. Since our last inspection visit, new guidance has been produced on the use of the call bell system as recommended in our report. We looked at how the home managed the use of medicines. Most medicines were supplied in a monitored dosage system. These medicines are supplied by the Pharmacy in blister packs ready for administration. Each persons medication had a photograph to ensure the person was correctly identified. There were also samples of staff signatures to ensure accountability in the administration of the medicines. We saw that medicines were securely stored and that there was separate secure storage for controlled drugs, though none was in use at the time of our visit. A dedicated refrigerator was available for medicines that might require cool storage conditions. In accordance with the homes policy, keys for medication were held by the senior staff on each shift. The policy on medication was clear and provided detailed instructions on how to administer medicines. This was signed by all the staff trained to administer medicines. Evidence of training in the administration of medicines was seen in staff Care Homes for Older People Page 13 of 27 Evidence: training records. At the time of our visit, one person was administering their own eye drops. We saw a risk assessment in the persons care plan. Two people were using a variable dosage medicine. There was a separate policy for using this medicine. The medicines administration records we examined were accurate and up to date. they provided a clear account of the medicines and how they had been used or disposed of. 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Standards 12, 13, 14 and 15 People living at Bessmount enjoy a lifestyle that satisfactorily meets their needs and preferences. Evidence: During our visit we saw that people spent time alone, with visitors or with others in the homes lounges according to their individual preference. Peoples preferences were recorded in their plans. For example, one persons plan described how they liked to take their meals in their room. We confirmed this preference with the person and saw that meals were served in accordance with her preference. We looked at activity records, photographs and a newspaper article. These showed that regular activities such as games and exercises took place. This was confirmed in our conversations with people living in the home. Other occasional events such as visitors with wild animals and visiting musicians were also confirmed. People living in the home said that they could receive visitors at any time and that their visitors were always made welcome. We spoke with one visitor who attends the home on a daily basis. This person confirmed that they were routinely offered drinks Care Homes for Older People Page 15 of 27 Evidence: and cakes and had stayed for lunch on their relatives birthday. Peoples spiritual beliefs were described in their plans with arrangements for religious observance. A visiting priest attends the home regularly. In addition, some people told us that they attended church with friends or relatives. We looked at meal time arrangements. We saw that the menu (and weather) were written on a notice board in the lounge. We were also told that people had menus taken to their rooms. On the day of our visit the midday meal comprised roast chicken with fresh vegetables. Individual dietary needs were also catered for. In the kitchen, we saw a list of individual preferences and needs. These included one person who chose a vegetarian diet and the special requirements of a person with coeliac disease. We saw that meals were prepared for these people that matched their individual needs. Before the midday meal we saw people in the lounge enjoying a glass of sherry. The meal was taken in a convivial atmosphere in which staff shared jokes and conversation with people taking their meal. People with whom we spoke individually said the food was good or very good. One person told us how staff helped them by cutting up their food. 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. Standards 16 and 18 People can feel confident that their concerns and complaints will be taken seriously. There are sufficiently robust systems in place to protect people from abuse. Evidence: In accordance with a recommendation from our last inspection, a system had been developed for recording and reviewing complaints and concerns. In the hall we saw a book for complaints and compliments. There were also records held separately for complaints and day-to-day concerns. We saw records of three concerns together with action taken by the home and the outcome. We spoke with a visitor who told us that they would feel confident to talk with staff about any concerns and that these would be appropriately addressed. People living in the home also said that they would be happy to discuss any concerns with staff. Since our last visit, one incident has been referred to the local authority safeguarding team. This matter was dealt with by the homes manager in accordance with the homes policy and the local safeguarding procedures. Not all staff have yet received training in safeguarding vulnerable adults from abuse though we were told that this was planned. However, our conversations with the homes staff confirmed that they understood how to identify potential signs of abuse and how to report it. At our last visit we recommended the use of bed rails should be assessed recorded Care Homes for Older People Page 17 of 27 Evidence: and discussed with the person using the bed or their advocates. At the time of this visit no bed rails were in use and a policy on restraint had been produced that covered this issue. Care Homes for Older People Page 18 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Standards 19 and 26 People living at Bessmount benefit from improvements made to the homes environment. The availability of locks on bedroom doors to maintain privacy is not made sufficiently clear. Evidence: Bessmount is located close to the health centre, local shops, church and other amenities. The home has seven single bedrooms and two double bedrooms, all except one have en-suite toilet facilities. All the bedrooms are connected to a call bell system and have telephone and television points. There is a quiet sitting room and a loungedining room. Bathroom and toilet facilities are provided on each floor. Access to the first floor is assisted by a chair lift. At the back of the house is an enclosed patio garden. People with whom we spoke made positive comments about the homes environment. One person living in the home commented that the home was so clean and a daily visitor commented that the home was usually clean and odour free. This was confirmed by our own observations. We looked around the home. During our tour we noted that some improvements had been made in accordance with recommendations made after our last visit. For Care Homes for Older People Page 19 of 27 Evidence: example, the garden area at the rear of the property had been tidied and made more accessible. The area outside the rear of the property had been tidied and there was no accumulation of rubbish bags. A maintenance log and plan had been produced. This showed details of decoration, new equipment and furniture. Locks are not fitted to individual rooms. Since our last inspection, people have signed confirmations in their individual plans that they do not wish to have a lock on their room door. However, the availability of this facility for people who move in is not made clear in the homes statement of purpose and service users guide. We examined the measures taken to control infections in the home. Individual baskets were provided for peoples laundry. Soluble red bags were in use for potentially infected items. Staff told us that the washing machine had appropriate hot wash cycles that were used for such laundry. We saw guidance for staff in the handling of laundry. Hand washing facilities were available for staff in the laundry area. Care Homes for Older People Page 20 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Standards 27, 28, 29 and 30 People can feel confident that new staff are recruited safely. Staff are sufficiently experienced and well enough trained to understand and meet peoples needs Evidence: People with whom we spoke described the staff as very caring, helpful, and very respectful. We watched staff at work and saw that they spoke with people in a gentle and supportive manner. Their relationships with people living in the home appeared relaxed and friendly. When providing support they explained what they were doing and checked with people as to their preferences. Our conversations with staff members demonstrated that they had a clear understanding of peoples individual needs and preferences. The rotas we examined showed that there were usually 2 carers, on duty between 8:00am and 8:00pm The manager was also on duty during the day as well as a cook. However, at the time of our visit the cook was on long term sick leave. Care staff have responsibility for cleaning duties. At night one staff member sleeps in and another remains awake. Evidence acquired during our visit suggested that the home remained clean and tidy, and that the standard of care remained satisfactory. However, it was Care Homes for Older People Page 21 of 27 Evidence: clear that the absence of the cook was placing extra pressure on the availability of staff time for individual attention. We examined a recently recruited staff members file to check the homes recruitment procedure. We saw that checks had been made before the person started work in the home. This included references and criminal records checks. The person had also supplied a full curriculum vitae. Examination of these records and discussion with the person confirmed that a formal application process had been followed involving a written application and interview. We confirmed that this person had received induction training based on the nationally recognised Skills for Care framework. We looked at the training arrangements for staff. We saw a training matrix that showed the training staff had received, training that was needed and training that required updating. Evidence was seen of training relevant to the needs of people living in the home and the roles of staff. For instance, this included first aid, infection control, food hygiene and some dementia training. Some training such as safeguarding vulnerable adults was planned. We confirmed that a programme was in place for National Vocational (NVQ) training in care. Two members of staff confirmed that they were awaiting enrollment of the NVQ care training at level three. Care Homes for Older People Page 22 of 27 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Standards 31, 33, 35 and 38 The new manager has overseen a number of significant improvements to the service provided by Bessmount. People living in the home can feel confident that the home will be well managed in their interests. Evidence: At our last inspection an acting manager had recently been appointed. At the time of this visit, an application for the manager to register with the Commission was in progress. The manager holds a National Qualification at level four in care and the Registered Managers Award. She has also maintained her knowledge and skills by attending short courses such as fire safety and first aid. She has previous experience as a registered manager. We saw that after the last inspection visit, an action plan had been produced to address a number of recommendations made at that time. Most of these recommendations had been fully addressed at the time of this visit and improvements Care Homes for Older People Page 23 of 27 Evidence: made to the service provided by the home. For example, there had been improvements in the assessments made before people move in. Care plans had been reviewed regularly and updated, external areas had been made safer, tidier and more accessible and a fire risk assessment had been produced. We saw records to show that the manager had improved monitoring of the quality of the service provided by Bessmount. These included questionnaires completed by residents and others associated with the home such as visiting professionals. The results of this survey had been summarised and discussed at residents meetings, the minutes of which we examined. As a consequence, ideas such as the purchase of a cat for one resident had been followed up. Other systems to monitor quality were also evident such as the maintenance records and a new medication audit system that was being introduced. We looked at how peoples financial interests were safeguarded. The manager told us that it is the homes policy not to become involved in peoples finances. This includes handling cash amounts. All such matters are dealt with by relatives or other representatives. This was confirmed by people living in the home with whom we spoke. Health and safety issues were examined. We saw that staff training included health and safety topics such as first aid, food hygiene and infection control. Some of their training needed to be updated and this was identified in the training plan developed by the manager. We saw that infection control measures were in place such as the provision of antibacterial hand gel in strategic locations. We saw that staff wore aprons and gloves for handling laundry and personal care tasks. Hazardous substances were seen to be locked away when not in use and that there were risk assessments and information for staff about these substances. Environmental risks had been assessed and reviewed in February 2009. These had been signed by staff to indicate that they had been read and understood. Shortfalls in fire safety were highlighted at the last inspection. On this occasion we saw a new fire risk assessment and evacuation plans. We also saw records of regular fire alarm testing and staff training in fire safety. These matters are regulated by the fire authority. Care Homes for Older People Page 24 of 27 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 25 of 27 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 2 18 19 The registered person shoulsd ensure that all staff receive training in safeguarding vulnerable people from abuse. The homes statement of purpose and service users guide should be amended to let people know that they may have a lock on their room door if they wish. The registered person should ensure that the process of registering a manager is completed 3 31 Care Homes for Older People Page 26 of 27 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 27 of 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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