Inspection on 30/12/09 for Manor Hall

This inspection was carried out on 30th December 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 4 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Manor Hall 12/04/10

Manor Hall 03/03/08

Manor Hall 30/10/06

Manor Hall 13/12/05

Manor Hall 14/07/05

Manor Hall 01/02/05

Manor Hall 29/07/04

Similar services:

Springfield House

Sutton Lodge Nursing Home

The Shelley

St Helier`s Residential Hotel

St Joseph`s

Ridgemount

Wingham Court

Old Hastings House

Extracts from inspection reports are licensed from CQC, this page was updated on 28/03/2010.

Key inspection report Care homes for older people Name: Address: Manor Hall Borough Lane Eastbourne East Sussex BN20 8BB     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: Kathy Flynn     Date: 0 5 0 1 2 0 1 0 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 28 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 28 Information about the care home Name of care home: Address: Manor Hall Borough Lane Eastbourne East Sussex BN20 8BB 01323-722665 01323647804 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): South Coast Nursing Homes Limited The registered provider is responsible for running the service care home 44 Name of registered manager (if applicable): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category physical disability Additional conditions: The maximum number of service users to be accommodated is 44. The registered person may provide the following category/ies of service only: Care home with nursing - (N) to the following gender: Either Whose primary care needs on admission to the home are within the following categories: Physical disability - (PD) Old age, not falling within any category - (OP) Date of last inspection Brief description of the care home Manor Hall is registered to provide nursing care for up to forty-four residents, and is situated in a residential area of Eastbourne, close to local amenities and public transport with an attractive park nearby. A considerable amount of work has been Care Homes for Older People Page 4 of 28 Over 65 44 0 0 44 Brief description of the care home done to convert two buildings into this large care home, while still retaining many of its original features. A stair lift and two shaft lifts enable residents to access all parts of the home. There are two lounges one in each side of the building. The larger lounge has a dining area and is also used for activities. To the front of the home is a small patio area accessible through the main lounge, and there is an enclosed patio area between the main building and the rear extension. There is some parking at the rear of the building, which is accessible at the side of the home. The current rate of fees can be obtained from the home. Care Homes for Older People Page 5 of 28 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: 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 quality rating for this service is 1 star. This means the people who use this service experience adequate quality outcomes. This unannounced inspection was carried on the 30th December and the 5th January and included a review of pre-admission assessments, care plans, staff records and training, medication records, activities, and menus. There were 40 residents at the home during the inspection. 8 residents were involved in the inspection and two visitors to the home were happy to discuss the support provided. The provider, deputy manager, nurses, care staff, cook and maintenance staff on duty discussed the care and support they provide at the home. Residents and staff surveys were sent of the home prior to the inspection, two resident and no staff surveys were completed and returned to the Commission, and the Care Homes for Older People Page 6 of 28 information provided has been used as part of the inspection process and included in this report. The reader should aware that the Care Standards Act 2000 and the Care Homes Regulations 2001 use the term service user to describe those living in care home settings. However for the purposes of this report those living at Kestrel House will be referred to as residents. The Annual Quality Assurance Assessment (AQAA) was completed by the deputy manager within the required timescale, and was used as part of the information collected for the inspection. Care Homes for Older People Page 7 of 28 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 28 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 28 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Information about the home is available for people and their relatives, however this should be reviewed and updated to ensure that it includes the range of needs the home can meet. Evidence: The statement of purpose and service users guide provide information about the support and care offered at Manor Hall, and are available for people enquiring about the service and their relatives. The information provided should be reviewed and updated to ensure that it clearly states the range of needs the home can meet, including people with a dementia type illness. Assessments are completed for all prospective residents to ensure the home can meet their indiviudal needs. Five were examined and found to contain information about their nursing and care needs which is used as the basis of the care plans. Although the assessment for a pressure relieving mattress and aid for one resident was completed Care Homes for Older People Page 10 of 28 Evidence: after they were admitted, which may put residents at risk if the home is unable to provide the appropriate aids. Residents involved in the inspection said that relatives had visited the home for them and then arranged the move on their behalf. They were happy with the choice, although some are expecting to return home in the new year. Care Homes for Older People Page 11 of 28 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The care planning system provides staff with some information about the nursing and care needs of the people living in the home, although additional information is required to ensure a complete picture of their needs is available. Policies and procedures are in place for the ordering, storage and administration of medication. Evidence: Five care plans were viewed and found to contain risk assessments, including Waterlow, moving and handling and mobility, pressure relief and the aids required. Risk assessments are carried out by the nurses employed at the home, however discussions on the day identified that they have not attended a risk assessment course, and the expectation is that only people qualified to do so carry out these assessments The care plans were noted to identify the residents needs, and the AQAA states that all staff are fully appraised in the ideology of person centred care, the importance of individual holistic care planning, and that they will continue to support the emotional, spiritual and physical needs of each individual. Care Homes for Older People Page 12 of 28 Evidence: However it was difficult to see how the home meets the needs of some of the residents, including those with a dementia type illness. Care plans were not reviewed on a regular basis, with the involvement of the residents and their representatives, and there was no clear information regarding meeting their social and psychological needs. The feedback from staff during the inspection was that they are very busy providing basic care, with residents who are able to communicate their needs and preferences taking up more of their time than those who are unable to do this. The manager advised that discussions have taken place with residents who are felt to use up more of the staffs time than necessary. The expectation is that there are sufficient staff working in the home to meet the assessed needs of all the residents, irrespective of how much time staff spend with each of them. The support offered to residents is recorded by care staff on a new form introduced a few days before the inspection, which requires care staff to record the personal care that they provide throughout the day. They are clearly still learning to complete it, as a number had not been completed, and some staff did not know that they were required to fill it in for the first few days. A daily record is also kept in the care plan and completed by the nurses. It was noted that very little information is recorded, comments like all care given as planned, no new problems or concerns, no change in condition, do not reflect how the needs of the residents are met. Daily records, when well written, help ensure a consistent approach and good quality of care for residents. It is in the homes interests to be able to show what they have done, along with providing the evidence on which to base the monthly review, and to record that they are following the assessment of needs. A requirement has been made with regard to the care planning system. The provider and deputy manager advised that they will be providing further training for staff, to ensure that the care planning system reflects the needs of the people and how these needs are met. Residents are registered with GPs and visits by allied health professionals, including chiropodists and opticians, can be arranged if required. Systems are in place for the ordering, storage and administration of medicines, medication administration record (MAR) charts were examined and found to be completed appropriately. The nurses explained that people living in the home have complex needs that demand a lot of their time, particularly when they are administering their medicines, which can have an affect on their ability to meet the Care Homes for Older People Page 13 of 28 Evidence: residents needs at times that suit the residents. The staff were noted to protect the residents dignity when offering care, although during lunch staff assisted two residents to eat at the same time which is not ideal. The feedback from staff is that the routines of the home have changed and there are not enough of them to offer the support they would like. Residents and visitors to the home involved in the inspection said that the staff are very good, they look after them very well, although they are also very busy. Care Homes for Older People Page 14 of 28 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Activities are offered at the home, however they are not provided on a regular or flexible basis. The meals at the home are good, choices are offered and staff provide assistance when required. Evidence: The provider and deputy manager advised that there are a range of activities offered to residents and there was some evidence that parties are arranged for particular dates, such as the 25th anniversary of the company, birthdays and Christmas. The AQAA clearly states that activities are tailored to suit the needs of the people living in the home, with the aim to promote positive mental health as a result. It also states that the home has pictorial evidence that activities and celebrations take place and that documentation is in place to audit the types of activities offered and how effective the activity team have found them with individuals, but these were not made available during the inspection. Activities were not offered on either day of the inspection and residents were seen to be sitting in the lounge, or remaining in their own rooms with very little interaction with staff, unless they were providing personal care or assisting with meals. Some of the residents involved in the inspection said they were bored, although one also said Care Homes for Older People Page 15 of 28 Evidence: there are activities at times, and that although the TV was on in the lounge, she did not really watch it but it is something to look at. Staff said that they did not have the time to sit and talk with the residents, the routines at the home have been changed and breakfast starts at 8 am with the day staff, unless the residents request it earlier. Staff explained that this means they are rushing to ensure residents are washed, dressed and comfortable by lunchtime, with some residents receiving more of their time than others. Links with the community are encouraged with local churches and a non denominational group visiting regularly. Visitors are welcome at any time and those spoken with said they are happy with the care offered, and feel their relatives are well supported to make choices. Some residents said that they prefer to spend their time in their rooms, they watch TV or read, and interaction between residents, visitors and staff was relaxed and friendly. Staff involved in the inspection said that the activity room at the end of the building was being used again as a staff room, and the provider said that the activities tend to be organised in the large lounge dining room. When building work was carried out at the home, and an extension built to the rear with additional rooms, one of the conditions of registration was that the home would provide additional communal space. It was agreed that the staff room would be moved to another floor and that room would be used for craft and painting activities because there is a sink and ample space. The decision to change the use of this room was based on staffing issues, and the provider should review this to ensure there is sufficient communal space in the home. The meals offered at the home are good, there are choices and staff assist residents if required. The chef explained that the menus are based on the preferences of the residents, and they can ask for anything they want if they choose not to have what is on the menu. The meals looked appetising and residents said that the food is very tasty, and those involved in the inspection said they are able to choose what they want to eat. It was noted that a number of residents sitting in the lounge need assistance and there were not enough staff available to offer assistance so that they could all eat lunch at the same time. This was highlighted at the last two inspections and the expectation is that residents are enabled to eat their meals together. Care Homes for Older People Page 16 of 28 Evidence: Part of the homes custom and practice is to leave residents plates on the trays even when they are sitting at table and do not need assistance, this should be reviewed to ensure residents can eat their meals as it is their home. The kitchen has been updated, however the shelves used to keep residents trays have not been replaced and were rusty and dirty, the chef explained that they do clean them but it is difficult to do this properly. The concern is that the trays used for residents meals are placed on these shelves and then placed on the residents tables. An alternative system for storing trays should be provided to protect residents. Care Homes for Older People Page 17 of 28 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Policies and procedures are in place to enable people living in the home, or their representatives, to raise any concerns. Training in protecting vulnerable adults is provided for staff to protect residents. Evidence: The complaints procedure is displayed in the home and is included in the Statement of Purpose, for residents or their representatives to refer to if they have any concerns. Residents and visitors who took part in the inspection said that if they are worried about something they will have a word with the staff, although they also said that they havent got anything to complain about. Two referrals have been made under Safeguarding Adults, and have been addressed by the Local Authority. Protecting vulnerable adults training has been provided for staff to protect residents. Those spoken with were able to demonstrate an awareness of abuse, and some were aware of the multi agency policy that should be followed. Care Homes for Older People Page 18 of 28 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Manor Hall offers residents a homely and comfortable environment, and infection control training is provided for staff to protect residents. Evidence: The home consists of two converted buildings joined on the ground floor at the entrance. There is a large lounge dining room to the right of the entrance and a smaller seating area to the left, which is part of the corridor between the two buildings. Residents are encouraged to personalise their bedrooms and many have brought small pieces of furniture, pictures and ornaments to the home. There is an ongoing refurbishment of the home, with rooms redecorated and updated as they become empty. Some of the rooms have overhead hoists, and there are plans to provide them in more rooms to help staff when they are assisting residents to move. Hoists and other aids are available on both floors of the building and staff are trained to use these appropriately. However staff did say that at times they do not use the aids as they take time to organise and it is difficult to find the slings necessary. This was discussed with the deputy manager, provider and training manager to ensure that Care Homes for Older People Page 19 of 28 Evidence: moving and handling training is reviewed and updated for all staff. Infection control training is provided for staff and those involved in the inspection said they have attended or will be in the new year. Care Homes for Older People Page 20 of 28 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Robust recruitment procedures are in place to protect residents, training is provided for staff to enable them to meet the residents needs. Evidence: The deputy manager and provider advised that there a sufficient number of staff working at the home, and that staff are allocated to each part of the home, as stated in the AQAA, to meet the needs of the residents on a daily basis. However feedback from staff involved in the inspection was that they are unable to spend as much time with some residents as they think they should, if they are going to meet more than just their physical needs. A requirement has been made with regard to the staffing levels. The home offers a good training programme with in house provision for mandatory training, including moving and handling, fire training, food hygiene and infection control and external providers for specific topics. Details advertising training opportunities are displayed near the main office and staff involved in the inspection said they will be attending. All new staff are required to complete an induction course in line with Skills for Care, although one member of staff said that she had not completed this programme. The Care Homes for Older People Page 21 of 28 Evidence: training manager confirmed that she would be checking that all staff have done this course. On completion of induction training staff are encouraged to work towards National Vocational Qualifications, and a number of staff have completed these but the home is still below the expected 50 percent of staff with level 2 or equivalent. Robust recruitment procedures are in place, five staff files were examined and found to contain the required documentation including application forms, two references and Criminal Register Bureau and Protection of Vulnerable Adult checks. Care Homes for Older People Page 22 of 28 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The management of the home has changed since the last inspection, and may have had an affect on how services are provided at Manor Hall. Evidence: Manor Hall has not had a registered manager for nine months, and although a manager was appointed she resigned and currently the deputy manager is responsible for the home. She is a registered nurse, has experience in nurse education and providing care for older people, and will be taking on the role of manager when a new deputy is appointed in January 2010. The expectation is that she will register with the Commission in the new year. The provider advised that a quality assurance system is in place and includes Regulation 26 visits, as stated in the AQAA this is used to contribute to auditing and quality assurance of the home and the services provided. However the information recorded in the reports is collected by the manager or deputy manager and then signed off by the responsible individual when he visits the home. The requirement for Care Homes for Older People Page 23 of 28 Evidence: Regulation 26 visits is quite clear in that they are unannounced and independently completed by the responsible individual. If these visits had been carried out effectively as part of the monitoring system then the concerns that the provider has identified since April 2009 may have been dealt with at the time. The provider explained that surveys are sent out annually to obtain feedback about the support offered at the home, and those viewed included positive comments about the service and facilities of the home. The AQAA states that supervision is provided throughout the year and that appraisals are carried out annually, although the deputy manager advised that supervision is not in place and she is developing a programme starting with the registered nurses in the near future. The health and safety of the residents, visitors and staff is protected through ongoing staf training, refurbishment of the home, regular checks by the maintenance staff or external companies including lifts, hoists and fire systems. Care Homes for Older People Page 24 of 28 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 7 15 Care plans to be up to date 16/05/2008 and under regular review, with the involvement of residents and/or relatives, to protect residents. Care Homes for Older People Page 25 of 28 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 7 15 Care plans to be up to date 31/03/2010 and reflect the specific need of the residents, with regular reviews, and evidence of the involvement of residents and/or relatives. To ensure that the needs of the residents can be identified and met. 2 27 18 Staffing levels to be reviewed and appropriate changes made to ensure that the individual nees of the residents are met. To ensure the home can meet the individual needs of the residents. 31/03/2010 3 33 24 The current quality assrance 31/03/2010 and monitoring system to be reviewed and developed. To ensure the home can meet the needs of the people living there. Care Homes for Older People Page 26 of 28 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 4 33 26 The resonsible person to visit the home, review the services and facilities, and produce a written report. To ensure the service offered and the environment is appropriate to meet the needs of the people living there. 31/03/2010 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Older People Page 27 of 28 Helpline: Telephone: 03000 616161 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 28 of 28 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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