Inspection on 22/10/09 for Nunthorpe Oaks

This inspection was carried out on 22nd October 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 2 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Similar services:

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Moor House

Mendip House

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Middlesbrough Intermediate Care Centre

Extracts from inspection reports are licensed from CQC, this page was updated on 18/02/2010.

Key inspection report Care homes for older people Name: Address: Nunthorpe Oaks Nunthorpe Oaks 114 Guisborough Road Nunthorpe Cleveland TS7 0JA     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: Jean Pegg     Date: 2 2 1 0 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: Nunthorpe Oaks Nunthorpe Oaks 114 Guisborough Road Nunthorpe Cleveland TS7 0JA 01642316694 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: European Care (GB) Limited care home 40 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: Maximum number of places 40. The registered person may provide the follow category of care service only : Care home - Code PC. To service users of the following gender : Either whose primary care needs on admission are within the following categories : Old age not falling within any other category : Code OP Date of last inspection Brief description of the care home Nunthorpe Oaks is a residential care home providing accommodation for up to forty older people. Accommodation is provided over two floors and includes communal lounge and dining areas. Each bedroom has en-suite facilities including toilet and wash hand basin. There are garden areas surrounding the building and a small car park to the front of the building. The home is situated in a quiet residential area. The local train station and other transport links are near by. As of the 22nd October 2009 the fees for this home are £458 - £488 per week. Fees include 24 hour care, food and laundry services. Please contact the home manager for further details on fees. Care Homes for Older People Page 4 of 26 Over 65 0 40 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 inspection visit was completed on 22nd October 2009. The report is based on our findings from the visit, results of surveys that we sent to people who live and work at the home and other professionals who visit the home. When we visited the home, we walked around the building talking to people and watching what was going on. We also looked at records and documents held in the home. Before our visit we asked the manager to complete a self assessment document called an Annual Quality Assurance Assessment (AQAA). This document helped us to understand what progress the manager thought that the home was making against the achievement of the national minimum standards for care. Care Homes for Older People Page 5 of 26 What the care home does well: What has improved since the last inspection? What they could do better: The Statement of Purpose and Service Users Guide should be updated to show the changes in ownership of the home. People living at the home or their representatives should be encouraged to sign their care plan showing that they agree with what it says. More accurate records of medication given out in the home must be kept to ensure that people are given the correct medication when they need it. The complaints procedure should be updated to show the correct contact details for European Care (GB) staff and the Care Quality Commission should people need to contact them. There should also be a clear record maintained of all complaints made. This record should detail the nature of the complaint and the actions taken to resolve the complaint. Accurate records must be kept of the checks carried out when recruiting staff to work at the care home. This will ensure that only suitable people are employed to work at the care home. Care Homes for Older People Page 6 of 26 Staffing levels should be continuously monitored to ensure that there are sufficient staff on duty each day who are effectively deployed to meet the needs of the people who live at the home. We were told More staff are needed. The staff are very friendly but sometimes rushed off their feet. At times there is a long wait after pressing for assistance. Staff should continue to be encouraged to achieve National Vocational Qualifications in Care. And training should continue to ensure that all staff are provided with the appropriate skills and knowledge to do their jobs. The manager should apply to be registered with the Care Quality Commission as soon as possible. A system for evaluating the quality of the services provided should be implemented as soon as possible. This should include seeking the views of the people who live at the home and their representatives. Accurate records of monies held on behalf of people who live at the home must be maintained so that all monies can be properly accounted for. 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 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 but this needs to be updated. People have their needs assessed before they move into the home. Evidence: In our survey we asked people living at the home if they had received enough information about the home to help them decide if the home was right for them. All six people who responded said yes. The manager told us that the information which includes the Statement of Purpose and Service Users Guide need to be updated to reflect the change in the homes ownership. We asked people have you been given written information about the homes terms and conditions? All six respondents said that they had. We also saw signed copies of contracts in the files we looked at. The manager told us that they were working towards implementing new assessment Care Homes for Older People Page 9 of 26 Evidence: procedures in line with European Care policy and procedures. The files we looked at had copies of assessments completed for people before they moved into the home. The home encourages people to visit before they take the decision to move in. One lady told us As far as Im concerned its perfect. Everyone is so kind. My son picked the home, then I had a day here just to see. My son chose the room. 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. Care plans are satisfactory and people have their health care needs met by health care professionals. Medication practices need to improve to ensure accurate records are kept. Evidence: We looked at three care plans. The care plans hold sufficient information in them to describe what individual care needs are and how they should be met. The care plans we looked at did show individual differences for example specialist communication techniques. We did suggest that people or their representatives should be encouraged to sign the care plan showing that they agree with the content. We were also told that staff are being given extra time to familiarize them selves with the new European Care format for care planning, which will replace the existing format. Each care plan contained evidence of other health care professionals involvement in meeting the health care needs of the people who live at the home. During our visit we saw the district nursing service visit people in the home to give them their flu vaccinations. In our survey we asked people if they got the medical care they needed. Care Homes for Older People Page 11 of 26 Evidence: Five said always and one said usually. We checked the medication records and found that there were errors in the recording. These errors included inaccurate stock control records of boxed tablets, incorrect completion of the administration record sheets and failure to record in the controlled drugs register. We also found that some tablets that should have been kept in the controlled drugs cabinet had been left in the drugs trolley. The manager was able to identify the people responsible for the errors. Since our inspection visit, the manager has told us that the staff responsible for administering medication have been offered more training from the pharmacy that provides the medication to the home. We also noticed that the medical room was very small making the audit difficult to complete without causing some disruption in the corridor. There was also no hand washing facilities available. We did not observe any disrespectful behaviour towards service users during our visit. In our survey we asked people to tell us what the home did well. These are some of the comments they made. A very caring staff. The home is caring. The staff are cheerful. and I am happy here. Everyone is so kind. Care Homes for Older People Page 12 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. A range of activities are provided for people to take part in. People are able to make day to day choices and decisions. People are offered choices at mealtimes and plenty of snacks during the day. Evidence: As we walked around the building we saw examples of different activities taking place. We spoke to one lady who was waiting for the mobile library to come. She had a large selection of large print books she had read and was wanting to change. Several people were watching day time television, listening to music or reading papers. One person told us They take us to bingo and do keep fit classes. Weve been to Whitby, the Butterfly Museum and Hartlepool ships. The manager told us that they had used the local train to travel to Whitby and had taken a picnic with them on some of the outings. There is a list of activities available on display for people to see. At present activities are facilitated by the care staff, although an activities person has just been appointed. The home has chit chat sessions for the people who live there. At the last session, the group were asked if they would like a pet. They said they would like a canary. The manager told us that they were planning individual shopping trips for people to go Christmas shopping. There was evidence of some preparations being made for a Halloween Party. Care Homes for Older People Page 13 of 26 Evidence: During our visit we saw and spoke to some relatives who were visiting. The manager said that there were no restrictions on visiting. We saw evidence of relatives visiting the home quite late to fit in with work patterns and to socialise, for example enjoying a take away meal as a family get together. One lady we spoke to had just got up as she had visitors till quite late the previous evening. Families and friends are welcome to dine with people at the home for a small charge. As well as family and friends, the home receives visits from the local churches for services. The local school visits for Carol Singing and entertainers are booked. The people we spoke to gave us some examples of choices they make in the home. I get up and dress myself at about six, then I have breakfast. Some told us that they chose to have their meals in their bedrooms whilst others chose to go to the dining room. The care plans we looked at provided examples of how people had been consulted about how they wanted their care to be provided. In our survey we asked Do the staff listen and act on what you say? two said always and four said usually. We were given copies of the four week menu that the home uses. The menu showed that for both lunch and tea, two choices were offered for people to chose from. The meal we saw being served was nicely presented. When we visited the kitchen we saw that there was plenty of food and drink available to give to people. We also observed that for morning and afternoon breaks, drinks and snacks were offered. We were told there are loads of drinks during the day, biscuits with tea or a dish of fruit as a snack. We observed this to be true. People were offered a choice of plain or chocolate biscuits and small individual bowls of fruit. Care Homes for Older People Page 14 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The complaints procedure is out of date and does not provide people with the correct contact details of who to complain to outside of the home. People are protected but staff need more information to enable them to make referrals to the statutory authorities if they need to. Evidence: The people we spoke to said that they would speak to the manager if they had a problem. In our survey, four people said that they knew how to make a formal complaint. However, the complaints procedure needs to be updated to provide the correct contact details for European Care staff and the Care Quality Commission. There also needs to be a proper record kept of complaints and how they have been dealt with. Although the manager could talk to us about the four complaints they have received, she was unable to show us sufficient evidence of how these complaints had been responded to. The home has provided staff with training in safeguarding adults and the protection of vulnerable adults. There is also a procedure for staff to follow, however, this procedure needs to provide staff with contact details of the local authority safeguarding team and the police vulnerable adult unit. When we asked staff about who they would contact outside of the home, they were not aware of these individual teams or their contact details. There is currently one adult protection investigation that the home are involved with. The management of the home have responded Care Homes for Older People Page 15 of 26 Evidence: appropriately and investigations are in progress. Care Homes for Older People Page 16 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. The home provides a good, clean standard of accommodation for the people who live there. Evidence: The home is currently having an extension built to provide another twenty bedrooms. This has had some impact on the people living at the home in so much as they can not access all parts of the grounds. The people we spoke to were quite positive about the building works with some people looking forward to the prospect of being offered the opportunity of moving to a larger room. The part of the home that is currently occupied provides three lounge areas and two dining areas. The communal rooms are nicely furnished and clean. We spoke to several people in their own bedrooms and noticed that each room was filled with furniture and or ornaments that belonged to the individual, making it very personal to them. We also noticed a range of specialist equipment available for people with disabilities. There is a lift from the ground floor to the first floor and this was in working order the day we visited. The manager demonstrated the bath hoist working in the communal bathroom. We contacted the local Fire Officer after our visit who confirmed that the home had been visited in May 2009 and had received a satisfactory report from them. We visited the laundry and spoke to the person who was working in there. It was clean and tidy and all equipment was in good order. The manager explained that they Care Homes for Older People Page 17 of 26 Evidence: were gradually replacing the linen which was looking old and washed out. Cleaning products were in original containers and correctly labeled to prevent any accidents from occurring. We were concerned that there had been a build up of rubbish and clinical waste meaning that bags that could not be placed in the bins were being stored in the grounds awaiting collection. We contacted the area manager who arranged to have the bags removed. We were later informed that the bags were removed the following week and that the home now has a new clinical waste contract and provider in place who will make regular collections. 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are adequate numbers of staff on duty to meet the needs of the people who live in the home. Recruitment records are incomplete and training needs to continue to ensure staff are fully trained to do their jobs. Evidence: On the day we visited there were four care staff and two team leaders on duty for twenty eight residents. We observed staff working with the people who live in the home and noticed that the interaction between them was good. The people we spoke to were complimentary about the staff describing them as cheerful and friendly. However, when we asked for examples of what the home could do better, we were told More staff are needed. The staff are very friendly but sometimes rushed off their feet. At times there is a long wait after pressing for assistance. We had also noticed that on some occasions the call system was going for longer than we would have liked. When we spoke to the manager about this she suggested that it might be because staff were covering two floors and that it took longer to respond to people upstairs. Bearing in mind the planned extension, it might be appropriate to keep staffing levels under review and consider how staff could be deployed when the extension is open, to prevent people from waiting for assistance for a long period of time. Ten of the twenty six care staff employed at the home have a National Vocational Care Homes for Older People Page 19 of 26 Evidence: Qualification in Care at level two or above. This represents 38 of staff with a recognized care qualification. Other staff are currently working towards achieving their National Vocational Qualification in Care and this should be encouraged to ensure that the workforce is qualified and experienced to meet the needs of the people who live there. We looked at four staff files to see if all recruitment checks had been undertaken. Of the files we looked at only one had evidence of all of the checks that we would expect to see. We were given a copy of the staff training matrix that shows what training staff have had and what refresher training they needed. Although the matrix shows that training is offered there is still more training to do for example, First Aid training, updates in moving and handling, food hygiene, mental capacity act and safeguarding. 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home has leadership but needs to develop more robust management systems to ensure that the quality of the service provided at the home is monitored and maintained. Evidence: The manager was appointed to manage the home in October 2009. Prior to this appointment the manager worked as a team leader in the home and acting manager for a short period of time. This is her first appointment as manager of a home. The manager has a National Vocational Qualification in Care at levels two and three and is currently working towards level four, including the registered managers award. The staff we spoke to were complimentary about the support they received from the new manager and felt that they had seen some improvements in the home. There was no evidence of any formal quality assurance system in place, although the manager did tell us that European Care did have their own system which would soon be implemented. There was no evidence of any system in place that seeks the views Care Homes for Older People Page 21 of 26 Evidence: of the people who live at the home or their representatives about the care provided. Medicines are audited regularly and people are asked their views about the food every six months. We were told that there are plans to audit the quality of care plans. Regulation 26 visits that are required by the Care Homes Regulations do take place. We were shown a copy of the July 2009 report. The home holds money on behalf of some of the people who live at the home. We checked a sample of the monies held and found that the records were poor. For example there were some discrepancies in the cash recorded and cash held. Record cards had not been completed correctly and signatures not provided properly. The home completed a full audit of the monies held following the inspection visit. We checked a sample of maintenance records and found that the clinical waste and servicing contracts for hoisting equipment had expired. We contacted the area manager who took action and confirmed to us that a new clinical waste and servicing contract were now in place. As stated earlier, we contacted the Fire Officer who confirmed that the home had received a satisfactory safety report in May 2009. All other records looked at were satisfactory. 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 9 13 Staff responsible for administering medication must follow the procedures for the safe recording, handling, safekeeping and safe administration of medicines held in the home. This will ensure that proper accurate records are kept of the medicines given to people in the home. 31/12/2009 2 29 19 Accurate records must be kept of the checks undertaken when recruiting staff to work at the care home. This will ensure that only suitable people are employed to work at the care home. 31/12/2009 Care Homes for Older People Page 24 of 26 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 1 The Statement of Purpose and Service Users Guide should be updated to reflect the changes in ownership of the home. People living at the home or their representatives should be encouraged to sign their care plan showing that they agree with its content. Consideration should be given to the provision or access to reasonable facilities for hand washing and the washing of syringes and pots etc. following medication rounds. There should be a clear record maintained of complaints made. This record should detail the nature of the complaint and the actions taken to resolve the complaint. The complaints procedure should be updated to show the correct contact details for European Care staff and the Care Quality Commission, should people need to contact them. Staff should be provided with the contact details for the local authority adult protection team and the police vulnerable adults unit. Staffing levels should be continuously monitored to ensure that there are sufficient staff on duty each day who are effectively deployed to meet the needs of the people who live at the home. Staff should continue to be encouraged to achieve National Vocational Qualifications in Care. Training should contiune to ensure that all staff are provided with the appropriate skills and knowledge to do their jobs. The manager should apply to be registered with the Care Quality Commission as soon as possible. A system for evaluating the quality of the services provided should be implemented as soon as possible. This should include seeking the views of the people who live at the home and their representatives. Accurate records of monies held on behalf of people who live at the home shuld always be maintained and audited on a regular basis. 2 7 3 9 4 16 5 16 6 17 7 27 8 28 9 30 10 11 31 33 12 35 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). 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 26 of 26 - 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!