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Inspection on 02/04/09 for Clifton House Residential Care Home

Also see our care home review for Clifton House Residential Care Home for more information

This inspection was carried out on 2nd April 2009.

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

The inspector found there to be outstanding requirements from the previous inspection report. These are things the inspector asked to be changed, but found they had not done. The inspector also made 5 statutory requirements (actions the home must comply with) as a result of this inspection.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

What the care home does well

The people spoken too, said that they were happy living at the home and are treated with dignity and respect. People have their needs assessed prior to moving into the home to ensure that the service is able to meet their needs. There are good social and leisure opportunities available and people are supported and encouraged to make choices about what they want to do. There is a good choice of food and people said that meals were tasty. The home has policies and procedures in place to support staff and to protect the people living there. The environment is homely and people are able to furnish their own rooms to their individual taste. Seventy five per cent of staff working at the home have an NVQ at level 2 or 3 which is commendable.

What has improved since the last inspection?

The home has in the main addressed the issues raised in the last fire officers report. Medicines are now being dispensed from the appropriate containers. Seated scales have been purchased so that people who are use wheelchairs can have their weight monitored. An activities co-ordinater has been employed and activities were said to be much improved. Menus had been updated and offered a variety of choice to people living at the home.

What the care home could do better:

People need to be given a copy of their contract so that they are aware of the terms and conditions of residence at the home. Care plans need to contain more detailed information so that people`s health and personal care needs can be fully met. Additional assessments to monitor people`s nutritional and pressure care needs should be put in place as these help to alert staff to any changes. The medicines trolley must be stored securely when not in use, this was highlighted in the previous inspection report and has not been actioned. The home must ensure that medication is appropriately labeled and stored and the manager should be carrying out regular audits to ensure that this is happening. The complaints procedure needs updating to reflect the up to date contact details for the manager, local authority and the Commission. Additional door guards should be purchased to stop the practice of doors being wedged open as this could be a fire risk to people living and working at the home. Recruitment practices must be improved as staff are being recruited without criminal record bureau checks (CRB) being carried out, this potentially places people at risk and was raised in the last inspection of the home. A warning letter was sent to the home telling them that this practice must cease so that people can be safeguarded. The home needs to develop its quality assurance systems so that the views of people living at the home, their relatives and other health professionals can be sought. To ensure that the home is being run correctly, reports required under Regulation 26 of the Care Homes Regulations 2001 need to be completed and a copy must be available in the home. This was also raised in the last inspection and must be actioned.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Clifton House Residential Care Home Clifton House 94/96 Clifton Avenue Hartlepool TS26 9QP     The quality rating for this care home is:   one star adequate 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: Tanya Newton     Date: 0 7 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 27 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 27 Information about the care home Name of care home: Address: Clifton House Residential Care Home Clifton House 94/96 Clifton Avenue Hartlepool TS26 9QP 01429223399 01429890632 info@cliftonhousecare.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Finest Care Limited care home 28 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is: 28 The registered person may provide the following category of service only: Care home only - Code PC To service users of the following gender: Either Whose primary care needs on admission to the home are within the following category: Old age, not falling within any other category - Code OP, maximum number of places: 28 Date of last inspection Brief description of the care home Clifton House is a care home for older people, registered under the Care Standards Act 2000, providing accommodation and care for up to 28 older people. The home has 28 single bedrooms. 14 bedrooms have en-suite facilities. Clifton House is located in a quiet road, close to local amenities and the town centre. Most of the people who live at Clifton House personalise their bedrooms with their own furniture and personal belongings. The home has a number of communal areas that are well used by Care Homes for Older People Page 4 of 27 Over 65 28 0 Brief description of the care home residents. There are quieter areas should privacy be required. Although the home is situated over four levels, a lift gives access to all floors. From information provided by the home, the current charges range from £415 to £427 per week. The higher rate is charged for some of the bigger rooms upstairs. Additional charges include those for hairdressing £5.00, chiropody £11 and newspapers (at cost). 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: one star adequate 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 unannounced inspection took place over two visits on the on the 2nd and 7th April 2008. In line with CSCI policy on Proportionality, the inspection focused upon a number of key standard outcomes for people who use the service. The inspectors looked around the building and examined a number of records. Time was also spent speaking to people living at the home, the manager and staff. Prior to the inspection the home were asked to complete an annual quality assurance assessment (AQAA) which provides CSCI with statistical information about the service. Care Homes for Older People Page 6 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 set out on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get Care Homes for Older People Page 7 of 27 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples needs are properly assessed prior to admission to the home. Evidence: Assessments were looked at during the visit. Each person has a pre-admission assessment which is completed by the home. Assessments are also obtained from the local authority. People who are thinking about moving into Clifton house are welcome to visit with relatives, have a meal and stay overnight if necessary. This enables people to get to know the home. Any move into Clifton house is on a six week trial basis, this is followed by a formal review meeting to consider permanency. One of the people living at the home said, my daughter looked around the home before I moved in. Contracts were viewed, contracts set out the terms and conditions of residence. Contracts were not available for a number of people who are resident at the home. Each person must be given a copy of their contract. Care Homes for Older People Page 10 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Care plans need to include more detail to accurately reflect how peoples health and personal care needs should be met. People living at the home say that they are well cared for and that they are treated with dignity and respect. Evidence: Five care plans were looked at. These set out the way in which peoples physical and emotional needs will be met. Care plans are reviewed and updated on a monthly basis. Some of the care plans viewed would benefit for expansion in some areas so that they reflect how each individuals needs should be met. For example one made reference to a person being moved regularly from bed to chair, yet there was no information to reflect if this was happening. Another made reference to a person being walked regularly with their frame, again there was no recorded evidence to suggest this was happening. The home does seek advice from other professionals where this is required and this is recorded in peoples care plans. There was evidence of input from from other professionals Care Homes for Older People Page 11 of 27 Evidence: Some care files made brief reference to peoples dietary needs, the home were advised to implement a nutritional assessment to help alert staff to possible triggers where a referral to a dietician or GP may be required. The home were also advised to carry out some form of formal monitoring on pressure care. A requirement made in the last inspection stated that the medicines trolley needed to be kept in a locked cupboard or secured to a wall. Although there is a cupboard available to store the trolley,it was observed throughout the morning to be left in the entrance hallway of the home. The trolley must be stored securely at all times when not in use. A check was made on the medication systems within the home. One of the bottles of eye drops had not been dated on opening and had no name to identify who it was prescribed for. All medication stored within the home must be properly labeled and items with a set shelf life must be dated on opening. It is also recommended that the manager carries out regular drug audits to ensure that systems are safe. Care Homes for Older People Page 12 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. The recreational and social needs of people are well catered for, which enables them to make daily choices and promotes independence. Evidence: An activities coordinator has been appointed to work with the people living in the home. We observed this person taking someone out to the park in their wheel chair. One person told us about the activities that are provided. We observed some people reading independently. There was a supply of books available for people to borrow. The people we spoke to confirmed that they were able to make choices that gave them the lifestyle they preferred. For example one person described the music they liked to listen to, their preferred lounge area that they sat in during the morning and their routine of going to their room after lunch and retiring to bed early to watch TV. Another person told us I go out when I like with no one with me. There was also evidence of people being encouraged to bring their personal possessions in with them. One person told us The occasional tables and chair are mine. We noticed personal mobile phones and fridges in bedrooms that are used by the people living in the home. We observed visitors in the home throughout the day. We observed one meal being served in the dining room. People were eating different Care Homes for Older People Page 13 of 27 Evidence: things showing that choices are offered. The cook was aware of peoples individual food preferences and was able to tell us about special diets. The choices on offer the day that we visited were Mango chicken, mashed potatoes, peas, carrots, lime pie, meringue crush, sausage and chips, beans on toast. One relative told us they always have a choice and are looked after, today my relative is having sausage and chips for lunch followed by lime pie. One relative spoke to us about concerns they had about their relative losing weight. These concerns were passed onto the manager to investigate. Care Homes for Older People Page 14 of 27 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People can be confident that their concerns and complaints are dealt with appropriately and that safeguards are in place to protect them from abuse. Evidence: The complaints procedure was looked at during the inspection. It needs updating to reflect the current manager, the role of the local authority in investigating complaints and the correct contact details for the Care Quality Commission (CQC). People spoken to during the inspection said that they felt confident in raising any concerns. Copies of the complaints procedure are available on noticeboards within the home and are held on each persons individual care plan. Peoples views are obtained through regular contact and an open door policy. From time to time meetings are held as an additional forum for people living at the home to raise any issues or concerns. The home has a copy of the local authoritys procedure on safeguarding vulnerable adults. It also has its own policies and procedures for staff to follow in the event of an allegation being made. Staff have received training in the protection of vulnerable adults (POVA). The home also has a whistle blowing procedure in place. Care Homes for Older People Page 15 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. People live in a comfortable and homely environment. Evidence: We walked around the inside of the home and looked at the gardens seating areas outside. The home and grounds are very well maintained and clean. The decor and furnishings are in keeping with the style and age of the house. The cleaning routines and practices make sure that all furnishings are well maintained and we did not notice any unpleasant smells in the home. We were told that a new set of electronic weighing scales that could be used with wheelchair users had been purchased since the last inspection and that some door guards had been installed on bedroom doors. We did notice a door wedge being used and recommended that a door guard be fitted to prevent the bad practice of wedging doors open. The laundry are was clean and tidy and a new dryer had been purchased ready to be installed. The housekeeping staff that we spoke to described the cleaning routines that they followed including a colour coding system to prevent the spread of infection in the home. The training records that we saw indicated that eleven of the eighteen staff had completed Infection Control Training. The kitchen area was clean and tidy. The units were showing signs of bad wear and tear. We were told that a recent Environmental Health Officer visit had recommended that the units be updated and the flooring in the kitchen be either renewed or repaired. We were told that there were Care Homes for Older People Page 16 of 27 Evidence: plans to do this by the end of June 2009. Bedroom doors had Yale locks on them which might not be suitable for everyone to use. The manager was advised to carry out a risk assessment for each individual to ensure that they were suitable and safe. Care Homes for Older People Page 17 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 poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff are trained and on duty in sufficient numbers to meet the assessed needs of the people living there. Recruitment practices within the home are poor and potentially put people at risk. Evidence: The staff rotas showed that there were three staff including the manager working on a morning, three on a late shift and two staff during the night. The manager told us that they believed the staffing levels were right for the number of people they had in the home and that no one was rushed. We had some concerns that if the manager was occupied in caring tasks then they would not be able to carry out their managerial tasks properly. We suggested that these staffing levels be kept under review. The home employs eighteen care staff and of these, twelve have obtained National Vocational Qualifications in Care at level two. This means that seventy five percent of staff have a recognized qualification. The remaining six are enrolled onto National Vocational Qualification programmes. We were disappointed to see that of the five staff files that we looked at only two had evidence of a current appropriate Criminal Record Bureau check. The other three had no evidence of either a Protection Of Vulnerable Adult first check or a full Criminal Record Bureau check. The manager told us that the Protection Of Vulnerable Adult Care Homes for Older People Page 18 of 27 Evidence: first checks had been undertaken but they were not able to provide us with any written evidence of this. We explained that staff should not be working at the home without evidence of such checks. We agreed to visit the home the following week to view the evidence that the manager though they would be able to get. A further visit to the home on the 7th May established that these checks were still unavailable, a letter has been sent to the home stating that people must not be employed without these checks being carried out. The manager was advised to carry out a risk assessment so that these staff members would not be working unsupervised until these checks had been received. There was evidence that staff had received an induction. The domestic staff spoke to us about their training. We do fire, health and safety, manual handling, they are due for renewal. We did No Secrets last year. We were shown the staff notice board that showed training lists. We were told about the policy and procedure quizzes that staff have to complete to keep their knowledge up to date. The manager told us that training had been booked for staff covering First Aid and Safe handling of medication. We were shown a training matrix that identified the training that people had undertaken. This matrix showed that the training that the least number of people had attended included infection control, risk assessment and dementia care. The majority of people had completed Health and Safety, Moving and Handling, First Aid and Fire training. The manager told us that they intended to follow up an offer of training run by the National Health Service that covered Food and Nutrition, Hydration and Infection Control. Care Homes for Older People Page 19 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a home that is generally well managed for their benefit. The home fails to provide evidence of a quality assurance system that is required by regulation. Evidence: The manager of the home has completed the Registered Managers Award and an NVQ 4 in care. People living and working at the home spoke highly of the manager. There was very little evidence to show that the home has any robust quality assurance systems in place. Further systems need to be developed so that the views of people living at the home, their visitors and other stakeholders views can be sought. A director of the parent company visits regularly. he talks to staff and the people living at the home. He also meets with the manager. However, reports required under regulation 26 of the care homes Regulations 2001 need to be completed and a copy must be held in the home. This was a requirement made in the previous inspection report of the home in 2007 which is unmet. The manager was asked to forward copies of these reports to CSCI following the inspection. Care Homes for Older People Page 20 of 27 Evidence: Health and safety systems were viewed. The record of portable appliance testing (PAT) was unavailable and the manager was asked to forward a copy of this to CSCI following the inspection. This was done. Other records examined were up to date. The home has a range of policies and procedures to support staff and to ensure that peoples health and safety is protected. Risk assessments are in place, these help to minimise risks to people living and working at the home. Care Homes for Older People Page 21 of 27 Are there any outstanding requirements from the last inspection? Yes R No £ 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 1 9 13(2) Medication held in the home must be kept secure. Although the homes medication trolley is kept locked, when not in use it needs to be kept locked away or secured to a wall. The home must also ensure that medication is labelled properly and that items such as eyedrops which have a short shelf life must be dated on opening. 01/09/2007 2 19 13 Issues raised by the fire 01/09/2007 officer in a recent visit must be addressed. In particular those relating to the fitting of automatic door closure devices. To ensure the safe 01/09/2007 recruitment of staff, if new employees are required to start work before full CRB (Criminal Records Bureau) disclosure checks are completed, POVA First (Protection of Vulnerable Adults) checks must be carried out before staff start. Reports required under Regulation 26 of the Care 01/09/2007 3 29 19 4 37 26 Care Homes for Older People Page 22 of 27 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 Homes Regulations 2001 need to be completed and a copy must be available in the home. Care Homes for Older People Page 23 of 27 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 2 5 Each person must be given a 31/05/2009 copy of their contract, which sets out the terms and conditions of residence at the home. Contracts were not available for a number of people who are resident at the home. 2 7 15 Some of the care plans 31/05/2009 viewed require expansion in some areas, so that they reflect how each individuals needs should be met. The home should also include nutritional assessments and pressure care assessments to help alert staff to possible triggers where a referral to a dietician or GP may be required. To ensure that all aspects of peoples care needs are being met. 3 16 22 The complaints procedure 31/05/2009 needs updating to reflect the Page 24 of 27 Care Homes for Older People 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 current manager, the role of the local authority in investigating complaints and the correct contact details for the Care Quality Commission (CQC). The current procedure needs updating. 4 29 19 The manager must ensure that proper pre employment checks are carried out before staff are allowed to work at the home. In particular the manager should be able to show evidence that satisfactory POVA First checks and full Criminal record Bureau checks have been carried out This will help to ensure that people are being cared for by staff who are fit to do so. 5 33 24 Appropriate quality assurance systems need to be implemented. To gain feedback from people living at the home, visitors and other stakeholders. 31/05/2009 31/05/2009 Care Homes for Older People Page 25 of 27 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 9 19 The manager should carry out regular audits on medication systems to ensure that they are safe. The manager was advised to carry out a risk assessment on the use of yale locks on bedroom doors to ensure that they were suitable and safe. The manager should keep the staffing levels under review to ensure that there are sufficient staff on duty to meet the assessed needs of the people living at the home 3 27 Care Homes for Older People Page 26 of 27 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 27 of 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!