Inspection on 13/05/09 for Eastcotts Nursing Home

This inspection was carried out on 13th May 2009.

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

The inspector found no outstanding requirements from the previous inspection report, but made 4 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Eastcotts Nursing Home 18/04/06

Eastcotts Nursing Home 21/12/05

Eastcotts Nursing Home 21/06/05

Eastcotts Nursing Home 03/11/04

Eastcotts Nursing Home 20/05/04

Eastcotts Nursing Home 11/02/04

Similar services:

Claremont House

Oak Ridge

Sun Court Nursing Home

Ashville House

Bilney Hall

Hill Barn

Mabbs Hall Nursing Home

Henrietta House

Extracts from inspection reports are licensed from CQC, this page was updated on 25/11/2009.

Key inspection report Care homes for older people Name: Address: Eastcotts Nursing Home Eastcotts Nursing Home Calford Green Kedington Haverhill Suffolk CB9 7UN     The quality rating for this care home is:   one star adequate 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: Jenny Elliott     Date: 1 3 0 5 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 26 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 26 Information about the care home Name of care home: Address: Eastcotts Nursing Home Eastcotts Nursing Home Calford Green Kedington Haverhill Suffolk CB9 7UN 01440703178 01440763435 anjelina.silva@gmail.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Raveedha Care Ltd Name of registered manager (if applicable) Type of registration: Number of places registered: care home 59 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home Eastcotts is a Care Home with Nursing, it is registered to care for a total of 59 older persons including, up to 27 people with dementia. Located in a small rural hamlet near Haverhill, Eastcotts is set in its own grounds with car parking. The home is a converted three-story period property, with a single storey extension. The home is divided into 3 areas, Main home, Jasmine and Lavender Unit, each with their own lounge and dining room. There are 33 single and 13 double bedrooms, with some of the newer rooms having en-suite toilets and showers. Care Homes for Older People Page 4 of 26 Over 65 27 59 0 0 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: The information used for this report was gathered during a visit to the home and from information received by the Commission since the last inspection. This included the Annual Quality Assurance Assessment (AQAA), a self-assessment form completed by the home. The AQAA provides an opportunity for the service to tell us what they do well and areas they are looking to improve and/or develop. Completed surveys were returned by people who live in, work at or visit the home. Services are required to send us notifications of certain incidents, these help us to assess how well they respond to situations, and this information has also been used to inform this report. Seven hours were spent at the home on the day of the visit. During this time people who live in, work at and visit the home were spoken to and records were inspected. In addition time was spent observing the service provided to people who live at the home. Care Homes for Older People Page 5 of 26 Care Homes for Older People Page 6 of 26 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 7 of 26 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 8 of 26 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. People can expect to receive good information about the home before they move in and to have an assessment of their needs carried out. The assessments for people with more complex needs may not be sufficient in detail to enable the home to demonstrate it can meet their needs or for the home to draw up an appropriate care plan. Evidence: At the last key inspection the judgment for this section of the report included the statement that the home may not be able to promote the well being of residents with special needs. Since the last visit to the home two people had their stay terminated because the home was unable to deal with their challenging behaviour. Prior to this visit to the home, surveys were sent to people who live and work there. One completed survey was received from someone who lived at the home. They said that the manager gave us all the information we needed to know before they stayed Care Homes for Older People Page 9 of 26 Evidence: at the home. The service has information about the home that is sent to people making enquiries in the form of a Statement of Purpose, Service user Guide and Brochure. The Annual Quality Assurance Assessment (AQAA) completed by the previous manager, includes the following statement under the heading What we do well; The home manager ensures that a holistic care package of individualised care is assessed planned implemented and evaluated from preadmission throughout the service users stay The care plans belonging to four people who live at the home were looked at during the inspection. Two of these people had moved into the home since the last inspection. Two members of staff had carried out a pre-admission assessment for one person before they moved into the home. The information contained in the assessment was very limited. It included statements such as Likes most things and in response to ability to perform self-care tasks states minimal assistance. This is not sufficient in detail to enable a person centered care plan to be designed, it does not reflect a holistic care package of individualised care. The home had not sought supporting information from other sources before accepting the person into the home. Staff advised that usually care managers would send comprehensive information about a person before they moved in. Care Homes for Older People Page 10 of 26 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. People who live at the home can expect to have their personal needs met. People who live at the home cannot be confident that they will receive medication as prescribed by their doctor. Evidence: The survey received from someone who lives at the home and one from a health professional included the following statements care and support ... is always willingly given and excellent standard of nursing care provided. The previous manager stated in the annual quality assurance assessment (AQAA) a self-assessment form, that the home have improved care planning systems to ensure a person centered approach .. advocates and family involved more. The documentation used by the home for assessment and care planning did not serve to promote person centered care, that is they did not describe the particular care of support needs for each person and were not written in a way that described how each individual wanted that care or support to be provided. Care plans had standardised goals followed by a selection of pre-printed actions, from which the most appropriate Care Homes for Older People Page 11 of 26 Evidence: were selected. There were records held that demonstrated care plans were reviewed, but the notes from these were generalised and not specific to individuals. They included actions such as continue person centered care and to promote [their] independence as much as possible using a firm approach. The notes did not say what was meant by a firm approach and the care plan section of the file did not explain this. There were, in one file, detailed, person centered notes about how to engage the person, but this information had not been included in the care plan. Relatives signed forms giving consent for people who live at the home to have photographs taken. It was not clear that the person signing had the legal responsibility for this or that capacity assessments had been carried out to ensure that the person living at the home did not have the capacity to give their own consent. This is important because it would demonstrate that every opportunity was being given to identify the areas where people were able to make their own decisions. The home carried out regular Mini Mental State Examinations which consisted of a series of questions related to memory, dates and cognitive ability. The results from these surveys showed that some people were unaware of the date, unable to memorise or recall everyday words and unable to use writing materials well. There was no evidence in care plans, or from discussion with staff that this information had any impact on the way care was provided, or indeed was used for any purpose. For some people this examination would be very upsetting. The home must be clear about the purpose of these questions to ensure that people who are unclear about their current environment are not unnecessarily upset. Health professionals visit the home regularly. It is clear from information provided to us by the home, that the home contacts them quickly if people are in poor health. Discussions with staff, and observation of the interaction between staff and people living at the home, showed that some very good care was provided, and that where this happened there was a good understanding of what helped people remain in a contented state. Staff described how they had met requests for information and objects in a way that showed they understood how dementia affected peoples understanding of the world around them. However, there were opportunities for staff to interact with people whilst they were being helped to move, or whilst providing materials for them to use, that were missed. Although both of these actions were carried out with an awareness of the persons needs, there was little verbal, eye contact or body language (other than instructions) used to engage with individuals. One person seemed to be content when given paper towels, and appeared to be using them with some intention. The member of staff providing the paper towels stood by them and handed them over, but did not engage with the person in any other way. Care Homes for Older People Page 12 of 26 Evidence: One visitor to the home said that their relative, and their clothes, were always clean, and that generally people looked well cared for. A sample of medication administration records (MAR sheets) were inspected. Largely they were in good order, sample signatures were held with the records and no unexplained gaps noted. One medicine for one person had handwritten administration notes once a day in evening. The MAR sheet had an X inserted on every Saturday (indicating that no medicine should be given on that day) to the end of the sheet. The dosage instruction had been copied correctly from the pharmacist label, the medication information from the hospital read the same as the instructions from the pharmacist and their was nothing in the persons file to say the GP had changed the prescription. It is important that any medicine is administered in line with the instructions from the prescriber, and that if those instructions change this is clearly recorded. Care Homes for Older People Page 13 of 26 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live at the home cannot expect their social needs to be met in a planned way. People who live at the home cannot expect to be offered a choice of food at meal times. Evidence: Two of the completed surveys received prior to this inspection identified activities and/or stimulation as ways in which the home could improve. During the inspection it was noted that in one room four of the seven people sitting there were asleep or dozing mid morning and in another two of the three people in it. There was also evidence from discussion with staff and observation that some positive interaction was taking place, and that visitors were welcomed into the home. It was observed that materials and props were provided for two people which enabled them to be engaged in activities that gave them a sense of purpose. However another person in the same room noted the unusual behaviour of one of these people, made a comment about how silly it was and then withdrew into themselves. The manager was aware that this person may have been allocated to the wrong unit and had begun the process to review whether a move to another unit would be in their best interest. Two people were observed walking about the home for most of the inspection and seemed content occupying themselves with the environment. It was noted that one person became Care Homes for Older People Page 14 of 26 Evidence: slightly anxious at one point, but no-one intervened to reassure them. In the afternoon magazines had been distributed in one room, with three people sitting there. Two people were asleep and the third person said I am not sure what to do with this. One member of staff described a very positive way of dealing with unusual questions from two of the people who live at the home. It was evident from this discussion that this person understood how to promote wellbeing in this situation, but the information and knowledge held by staff was not incorporated into care plans and therefore not necessarily known by all staff. Care plans did not address specific social needs of people living in the home. Opportunities to engage with people whilst carrying out basic tasks, such as helping people move with the aid of a hoist, or helping people eat their mid-day meal, were not always taken. At the beginning of the inspection it was noted that some people had been up for some time and some were finishing their breakfast. This demonstrates that the approach to getting up is flexible. The meals seen were well presented and looked appetising. When people were asked they said they had no complaints about the food. It was clear from discussion with some staff and the manager that there were plans to improve the choice available to people for lunch. Not all staff understood that the way menus were presented currently did not offer real choices for the people who live at the home. A significant number of people ate their lunch in the same seat they sat at all day. At lunch time it was noted that all of the people living at the home had the same meal. Meal times have a great significance for many people, they can be an opportunity to change their immediate environment, socialise or be with other people and an opportunity to make decisions and choices. Care Homes for Older People Page 15 of 26 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 who live at the home can expect to have concerns that they raise directly addressed appropriately and expect to be protected from harm or abuse. Evidence: Many of the people who live at the home have been diagnosed with dementia. Communication skills and understanding how people, who may not be able to verbally articulate concerns, may express dissatisfaction or unhappiness in other ways are important aspects of delivering a good service that keeps people safe. Discussion with the new manager demonstrated a good understanding of the need to understand what may otherwise be described as challenging behaviour. As stated previously the home carries out mini mental state examinations for no clear reason. Other records relating to episodes of challenging behaviour, included a section asking for antecedent, the information seen in this section included the task the person was engaged in and in one case nothing. These records do not suggest that everyone at the home understands that challenging behaviour can be a way of expressing unhappiness or dissatisfaction and the importance of having a full picture of what was happening around a person prior to an incident. There were two referrals to the local safeguarding unit. One was made by the home, when they were no longer able to manage the care of a person and another by a visitor to the home. In addition the home received concerns from someone worried about how their relative had been cared for. The initial letter and response by the Care Homes for Older People Page 16 of 26 Evidence: home was copied to the Commission. In all cases the home responded in a timely manner to issues and written records show an openness to receiving complaints as well as proactive response to the issues raised. Staff have undertaken training in the protection of vulnerable adults, but may need more support understanding how people with dementia communicate. Care Homes for Older People Page 17 of 26 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 who live at the home can expect the environment and equipment to be maintained safely and to benefit from a pleasant environment. Evidence: A tour of the home was carried out during the inspection. The home was clean, odour free and pleasantly decorated. The gardens were well maintained a provided a lovely outlook from all parts of the home. Symbols had been used on some doors to help people with dementia identify bathrooms and toilets. A selection of maintenance records were requested for inspection. Of these there was documentation available for the servicing of hoists and the regular check of hot water temperatures. Hot water outlets were tested monthly and the temperature of baths and showers checked and recorded before assistance was given with bathing. The home could not provide documentation that the lift had undergone an annual safety inspection, but records were held relating to the regular servicing of the lift. The home contacted the lift engineers who advised that certificates in respect of the annual safety inspection were only provided upon an additional payment, but that the check was carried out as part of the contract. Practice in respect of moving and handling observed during the inspection was satisfactory in respect of the use of equipment. Care Homes for Older People Page 18 of 26 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. People who live at the home can expect to be cared for by people who have been appropriately vetted and trained. Evidence: At the time of this inspection there were 44 people living at the home. Feedback from people who completed surveys and observation during the inspection suggested that staff were employed in sufficient numbers to meet the needs of the people living there. In addition to care staff the home employs staff to carry out administrative, cleaning and cooking tasks. The home advised in the Annual Quality Assurance assessment that over 50 of care staff have achieved a level 2 national vocational qualification in care and all staff have received training in respect of infection control. Staff records showed that training in key areas had been provided. This included inhouse training in dementia care and person centered care as well as safe moving and handling and fire safety. This was confirmed in discussion with staff. It was apparent through the inspection that the homes practice and documentation did not always support good dementia or person centered care. The recruitment records relating to two staff employed since the last inspection were Care Homes for Older People Page 19 of 26 Evidence: looked at in detail. These provided evidence that the required checks in respect of suitability to work with vulnerable people had been obtained before they started work. The records were held in good order. Staff said they felt supported by the home and that the manager actively sought and listened to their views. Care Homes for Older People Page 20 of 26 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. People can expect their needs and best interests to be met by the way the home is managed. Evidence: At the time of this inspection the manager of the home had only been in post for two weeks. It was positive to note that during this time they had identified the need for improvement in most of the areas highlighted by this report. Staff described the new manager as open, approachable and with lots of ideas. The manager has considerable experience working with people with mental health problems, and presented as knowledgeable about good practice in terms of providing care to older people. The manager particularly demonstrated a good understanding of issues such as choice, dignity and well being for people with mental health problems and how the service could be developed to promote these concepts and incorporate them into practice. Care Homes for Older People Page 21 of 26 Evidence: The manager was also aware of the need to develop the supervision of staff and consultation with people who live at, visit and work at the home. Staff records included notes from supervision sessions which demonstrated they took place regularly. However, the notes from the sessions did not demonstrate that they covered care practice, the philosophy of the home or career development needs. Safe working practices in terms of training for infection control, use of hoists and servicing of equipment as well as checks on hot water temperature were good. Records were generally kept in a way that made them easily obtainable for inspection during this visit. The records and systems in place for looking after monies of people who live at the home were not inspected on this occasion. The home advised that the systems had not changed. These were assessed as meeting national minimum standards at the last inspection and there have been no concerns raised about this aspect of the home since the last inspection. A representative of the owners of the service was present during feedback provided about this inspection and responded in a manner that suggested they supported the need for development in the areas identified. Care Homes for Older People Page 22 of 26 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 23 of 26 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 3 14 The home must carry out relevant assessments of people wishing to move into the home before a place is offered. This is to ensure that the home has sufficient reliable information upon which to base decisions about their ability to meet the persons needs, and from which a plan of care can be developed. 30/06/2009 2 7 15 The home must ensure that care plans are developed that describe how individual needs in respect of health and welfare are to be met. This is to ensure that all staff have the necessary information about how to promote the wellbeing of people living in the home. 31/07/2009 Care Homes for Older People Page 24 of 26 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 3 9 13 The home must ensure that 29/05/2009 records relating to the instructions for the administration of medication are accurate. This is to ensure that people are given medication as they are prescribed. 4 12 16 The home must ensure it identifies for each service user, their needs in respect of social interaction. This is to ensure that the wellbeing of people who live at the home is promoted. 31/07/2009 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 22 The home should ensure that the current arrangements in place with regard to the certification for the annual safety check of the lift meet the requirements of the Health and Safety Executive and the homes insurance. Care Homes for Older People Page 25 of 26 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). 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