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Inspection on 21/09/09 for Nydsley Residential Home

Also see our care home review for Nydsley Residential Home for more information

This inspection was carried out on 21st September 2009.

CQC found this care home to be providing an Poor 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.

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

What the care home does well

People who live at the home told us that staff were `kind hearted` and were `willing to do anything to help`. People said they had comfortable clean room and that the food they were given was `excellent`

What has improved since the last inspection?

The refurbishment of one bedroom has taken place since the last inspection.

What the care home could do better:

Disappointingly none of the requirements we made at the previous inspection had been addressed fully and they all remain outstanding. When we asked the manager why this had not been done she told us the she did not have the time to do it. Documentation regarding the care people were receiving was not up to date and had not been reviewed for a long time. This means that in the absence of up to date information and accurate care plans people who live at the home are put at significant risk. We had asked previously that staff have mandatory training in protecting people from abuse, moving and handling and fire and rescue procedures, again this has not been done. The owner and manager of the home has been issued with a statutory notice by the commission in order that these outstanding requirements are completed.

Key inspection report Care homes for older people Name: Address: Nydsley Residential Home Mill Lane Pately Bridge North Yorkshire HG3 5BA     The quality rating for this care home is:   zero star poor 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: Bridgit Stockton     Date: 2 2 0 9 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 27 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: Nydsley Residential Home Mill Lane Pately Bridge North Yorkshire HG3 5BA 01423712060 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Mr Frank Leonard Hall,Mrs Elizabeth Anne Hall Name of registered manager (if applicable) Mrs Elizabeth Anne Hall Type of registration: Number of places registered: care home 14 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home Nydsley Residential Home is a care home, which looks after fourteen older people. The house is a large detached property, which has been extended to provide four additional bedrooms. It is set in its own grounds. There is a lounge, a dining room, a conservatory and five bedrooms on the ground floor. In total there are ten single bedrooms, eight with en-suite facilities, and two double bedrooms. Accommodation is spread over three floors. A stair lift is available to take people from the ground floor up to the first floor. The third floor, where there is one bedroom and a small visitors lounge, is reached using stairs. There is a well-tended garden and a conservatory, which provide views of the local Care Homes for Older People Page 4 of 27 2 5 0 6 2 0 0 9 0 Over 65 14 Brief description of the care home countryside. There is a car park for staff and visitors. The home is located close to the local services and amenities of Pateley Bridge. There is an information pack and service user guide, which informs people about the home. On 16th March 2010 the fees ranged from £350 to £370 per week. Services such as hairdressing and chiropody are available, but an additional charge is made. Copies of inspection reports are available in the home. Care Homes for Older People Page 5 of 27 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: zero star poor 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 purpose of this inspection was to assess the quality of the care and support received by the people who live at the Care Home. In addition to this it was to assess how the home had progressed with meeting the requirements made at the previous Random Inspection in July of this year. The methods we used to gather information included a visit to the home, conversations with the people who live there, their relatives, healthcare professionals and the staff. We looked in detail at the care and records of three people, examined other records and looked around the home. We spent six hours at the home. The manager also completed some paperwork for us called an annual quality assurance assessment. This provides valuable information to help me form a judgement about the quality of service offered at the home Care Homes for Older People Page 6 of 27 Care Homes for Older People Page 7 of 27 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 8 of 27 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 27 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are not properly assessed prior to them moving into the home, therefore there is no guarantee that there needs will be met at the home. Evidence: We did not see any pre-admission assessments that had been completed by the home prior to people been admitted there. We saw in one persons care plan a very detailed letter from a relative that relayed very good information about the persons hygiene routine, their dislikes and likes, how and when the person took their medication and what social activities this person enjoyed and was interested in. None of this information had been captured in the person care plan. We did see on another care plan an assessment from the placing authority, again this had not been used to inform the homes care plan. Care Homes for Older People Page 10 of 27 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Poor practice associated with record keeping and the safe administration of medication is placing peoples health and welfare at risk. Evidence: At the last inspection we found that the paperwork used to record peoples care and how they were looked after was not very good. We asked that the manager to look at this and improve on the way peoples care and support is recorded. Disappointingly the manager had not done this at this inspection. We found that peoples care plans were out of date and had not been written in for quite sometime. We observed a very poorly person who was waiting to see the doctor. When we read their care plan we had no way of finding out when this person became poorly or what signs and symptoms they were having because the care plan had not been updated for several months. When we asked the manager about this she said that she had been too busy to write in the care plans. We talked to the staff on duty about recording in peoples care plans. They told us that they only recorded in the main diary which is located in the kitchen. They said that they did not write in the care plans and that the plans were kept in the office, which is sometimes locked. Because no improvement was seen Care Homes for Older People Page 11 of 27 Evidence: with regard to how care plans were written the Care Quality Commission issued a statutory requirement notice. This means that the manager must take action quickly to get things put right. This will make sure that people are safe and cared for properly. If she fails to do this in the timescale given then further action will be taken and this could lead to prosecution. We looked at how the home managed risks. At the last inspection we asked the manager to look at how risks to peoples health and welfare were managed. We found that although there were some risk assessments in place they were mainly to do with the environment and were not individual. For example we were told that one person who lived at the home was a diabetic and had some nutritional risk such as weight loss. However their was no risk assessment in place to monitor or manage this person should they loose weight. The Commission has issued a statutory notice about risk assessment and management because the manager had not made sufficient progress in this area to ensure that risks to peoples health and welfare were either eliminated or managed. We looked at how peoples medication was looked after by the home. Most of the tablets are sent to the home in a monitored dose system from the pharmacy. However when we looked at the medication administration records we saw that some people had been prescribed a controlled drug . We asked to look at the facilities for storing controlled drugs and the register that these drugs are recorded in. The manager said that she was unaware that this medication was a controlled drug and did not have a controlled drug register. In addition there was no separate storage for these drugs. The manager needs to make sure that when the home is responsible for looking after someones medication it is done safely, the storage of controlled drugs needs to be improved and so does the recording, this will make sure that peoples medication is handled properly and will keep people safe. We saw that care staff were kind to people and that people told us that some of the girls are nice and very helpful. People told us that if they needed help with personal care it was always carried out in private. When we looked around the home we found that some of the double bedrooms did not have privacy screening. The manager said she would look into this. In addition one of the double bedrooms only had one wardrobe which meant that both occupants were sharing. Although this was a large wardrobe it is not best practice for two people to be sharing and the manager needs to provide a second wardrobe. Care Homes for Older People Page 12 of 27 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The recreational and social needs of people are well catered for which enables them to make daily choices and maintain Independence. Evidence: Most people told us that they determined their own routines at the home. One person said that they got up and went to bed when they liked. One person told us that they stay up till the girls bring the tablets and then I go to bed. Sometimes I wish I could go sooner. During the inspection people were settled and occupying themselves. One person was doing a crossword, and another was reading the daily newspaper, several people were sat in their own rooms watching television or reading. Most people we spoke with said that they were happy doing this and did not really want to join in any group activity. Some people told us that they went out with their family and some people told us that staff often took them into the local village for a look out. People told us the food was very nice. One person said the food is lovely better that I would cook at home, I watch what I eat and the cook knows what I like. We spoke with the cook during the inspection. She told us that for lunch there was turkey, potatoes gratin, green beans and home cooked beetroot. For desert was homemade apple pie and custard. The lunch looked and smelt lovely and people told us that they Care Homes for Older People Page 13 of 27 Evidence: really enjoyed it. Care Homes for Older People Page 14 of 27 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience poor 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 may not be properly protected from abuse due to the lack of understanding and training surrounding keeping people safe Evidence: We looked at how the home manages complaints. There is a written procedure and the manager told us that if people make an official complaint, then she will investigate and respond to the complainant. The last complaint the home received was in September 2008, the inspectors were shown a copy of the response sent by the manager to the complainant. There have been no recorded complaints this year. Staff have not been trained in the protection of vulnerable adults. The manager was asked to provide training for all her staff in this area at a previous inspection. The manager said Ive looked into finding someone to do the training, but I have been really busy and just not got round to it. This is not acceptable, and could potentially be putting people at risk of harm due to staffs lack of knowledge in this area. All staff including the manager must receive training in how to keep people safe and in recognising the differing forms of abuse. The manager told us that recently she had been approached by North Yorkshire County Council who would provide training in the prevention of abuse with vulnerable adults for everyone who worked at the home. We would strongly advise that the manager arranges this without delay. Care Homes for Older People Page 15 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a pleasant and comfortable home. Evidence: The home is well decorated and the furniture is comfortable and in keeping with the home. There are a lot of original features within the home including the tiled floor in the hallway. At the last inspection we noted that some of the tiles were loose and could be a tripping hazard as some were outside peoples bedroom doors and in the main hallway which is the only access to the communal lunge area and dining room. We asked the manager to get them repaired. At this inspection the tiles were still loose. Again we asked the manager to get these repaired, to eliminate the hazard. During the inspection some refurbishment work was being carried out in a bedroom. It had been redecorated and a new carpet had been laid. The home was fresh and clean and people told us it was always spick and span. One person told us that their bedroom is always nice and clean. Staff have not had any up to date training in infection control. We asked that manager provided this for all staff who work at the home. She told us that she had already looked into a company providing this training, but that she had been too busy to organise this over the past few weeks. We observed some staff who were not wearing protective aprons and gloves when they were supporting people with some aspects of personal care. I looked at the fire safety records, the servicing of equipment such as fire Care Homes for Older People Page 16 of 27 Evidence: extinguishers and emergency lighting is up to date as is the fire alarm test. Care Homes for Older People Page 17 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Whilst there is enough staff on duty , lack of mandatory training means that staff may not be skilled or knowledgeable to meet peoples care needs properly. Evidence: The home has a well established staff team, who have worked there a long time and live locally. We looked at two staff files. Both staff had received appraisals in 2008 and 2009. One person had completed safe handling of medication in 2007 and dementia awareness in 2008. The other person training was out of date. They had not completed a first aid course since 2002 and health and safety was last completed in 2003 We looked at the staff rota. There was one manager or deputy manager on duty every day plus three care staff and a cook available in the morning. These numbers were reduced to one manager or deputy in the afternoon plus two care staff, and then during the night one member of care staff plus a manager who was on call. We spoke to the manager about the staffing levels. She said that currently the home was not at full occupancy and because of this she had reduced the numbers of staff on duty. She said that she thought the staffing levels were appropriate to meet the needs of the people at the home at the time. The people living at the home told us they thought there was enough staff on duty. They said things such as I dont wait long for staff to attend to me. And staff always have time for a chat, they are all lovely to us. The inspectors spoke to the staff they told us that they felt that the staffing levels were sufficient and that if they thought that they needed extra help they would tell the Care Homes for Older People Page 18 of 27 Evidence: manager. Staff who work at the home have not received training in areas such as moving and handling, protection of vulnerable adult, fire safety or infection control. The manager was asked at the previous inspection to provide this for staff. She said that she had not had time recently to arrange this. However in some cases training in some areas was out of date for staff by at least four years. We looked at how staff were recruited to the home. All the records contained the correct information and checks to make sure that as far as possible the staff at the home are safe to work with vulnerable adults. Care Homes for Older People Page 19 of 27 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People and staff at The Nydsley Care Home do not benefit from a home that is managed where there views and opinions regarding the service provided is acted upon by the manager. Evidence: The manager works alongside staff and is supported in her role by the deputy manager. The manager told us that she does not hold regular staff meetings but has and open door policy. She told us that because the home is small any information that needs to be conveyed to staff can be done at handover time. Staff said that they would appreciate sometimes a staff meeting so they could discuss things that were relevant to peoples care and the day to day events that happen at the home. The home does not hold money for people. All financial transactions are dealt with through invoicing. The manager told us that she was not good with paperwork and this was evident throughout the inspection. Unfortunately the manager needs to demonstrate to us that some essential documentation is in place. All the regular health and safety checks for the home are carried out in a timely manner. We saw up to date certificates Care Homes for Older People Page 20 of 27 Evidence: for the electrical wiring at the home and the certificate of insurance for public liability. However training in fire safety was out of date and needs to be carried out without delay. At the last inspection we asked that the manager informed us of any events that may affect the people who live at the home. She has now started to do this and the Commission is now being kept informed of any significant events that happen at the home that could effect the health well being and safety of the people who live and work at The Nydsley Care Home.. Care Homes for Older People Page 21 of 27 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 22 of 27 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action 1 29 18 Training must be provided 18/01/2010 for all staff on a regular basis in order that people are trained to deliver care and support properly. The trainng must include safe guarding vulnerable people, manual handling, first aid, infection control and fire safety. This will make sure people are in receipt of care from trained staff who are skilled in meeting peoples assessed care needs. 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 People must be properly 18/01/2010 assessed prior to admission to the home and an accurate written record of this must be kept. To make sure the home can provide the proper care and resources before the person is admitted to the home 2 7 13 To avoid harm people who live at the home must have in place documented risk assessments and risk 18/01/2010 Care Homes for Older People Page 23 of 27 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 management plans. This must be applicable to the person rather than the environment. This will ensure that staff have clear instructions on how to manage an identified risk and keep people safe. 3 7 15 a review of each service 18/01/2010 users plan must be carried out to ensure that every service user has a coherent and consistent service user plan that clearly identifies how their individual health and welfare needs will be met. So that people are in receipt of planned care that will ensure that all their assessed needs have been met. A statutory requirement notice has been issued to the home regarding none compliance of this requirement. 4 9 13 Controlled drugs must be stored according to current guidance and safe custody regulations. The receipt, administration and disposal of controlled drugs must be recorded in a controlled 18/01/2010 Care Homes for Older People Page 24 of 27 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 drugs register designed for the purpose. This provides the extra security needed for this type of medicine and will help to prevent loss or diversion. 5 18 13 All staff must be trained in 18/01/2010 the protection of vulnerable adults. This will make sure that people who live at the home are not put at risk of abuse and harm, and that staff can be confident that they are aware of how to deal with a safeguarding incident if they suspect abuse is taking place. This was a requirement made form a previous inspection that remains outstanding. 6 19 13 The loose floor tiles that 18/01/2010 were identified at he inspection require repair This will make sure that people live in a safe and maintained environment and that the hazard of tripping is eliminated. This an outstanding requirement from the previous inspection Care Homes for Older People Page 25 of 27 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 7 26 13 all staff must be trained in 18/01/2010 infection control procedures. This will ensure that cross infection of service users is minimal. 8 31 38 The manager must make 25/01/2010 sure that all documentation in relation to the effective management of the home is kept up to date and in order. and health This will make sure the home is managed properly and will benefit the service users and the staff at the home. 9 38 12 All staff must be trained in fire and rescue procedures, on a regular basis as recommended by the fire and rescue services. To make sure that people are safe 14/01/2010 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 1 31 The manager should consider developing a quality assurance system, so that the people who live and work at the home can have a say on how the home is managed. Care Homes for Older People Page 26 of 27 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. Care Homes for Older People Page 27 of 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!