Inspection on 04/02/09 for Springhill House Nursing Home

This inspection was carried out on 4th February 2009.

CSCI found this care home to be providing an Good 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 3 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Springhill House Nursing Home 05/03/07

Springhill House Nursing Home 31/01/06

Springhill House Nursing Home 07/07/05

Springhill House Nursing Home 15/12/04

Springhill House Nursing Home 21/07/04

Similar services:

Chirnside House

Keer Sands Residential Home

Ruskin Lodge

Bushell House

Langrigg House

Parkside

Dystlegh Grange

Thornton Lodge

Extracts from inspection reports are licensed from CQC, this page was updated on 19/06/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Springhill House Nursing Home Fairfield Street Accrington Lancashire BB5 0LD     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Susan Hargreaves     Date: 0 4 0 2 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 29 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 29 Information about the care home Name of care home: Address: Springhill House Nursing Home Fairfield Street Accrington Lancashire BB5 0LD 01254381719 01254872685 kparkinson@springcare.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Springhill House (Accrington) Limited Name of registered manager (if applicable) Miss Catherine Dunn Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia mental disorder, excluding learning disability or dementia old age, not falling within any other category physical disability terminally ill Additional conditions: Only service users requiring nursing care may be admitted in the categories TI (terminally ill) and PD (Physical disability under 65 years of age) Staffing for service users requiring nursing care will be in accordance with the Notice issued dated 8th March 2002. The home is registered for a maximum of 75 service users to include:- Upto 3 service users in the category TI (Terminally Ill) Upto 4 service users in the category of PD( Physical Disability under 65 years of age) Upto 10 service users requiring nursing care in the category of DE(E) (Dementia over 65 years of age) or MD(E) Mental Disorder, Care Homes for Older People Page 4 of 29 care home 75 Over 65 17 17 75 0 0 0 0 0 4 3 excluding learning disability or dementia over 65 years of age) Upto 7 service users erquiring personal care in the category of DE(E) (Dementia over 65 years of age) or MD(E) (Mental disorder, excluding learning disability or dementia over 65 years of age) Upto 71 service users requiring nursing care in the category OP (old age, not falling within any other category) Upto 21 service users requiring personal care (old age, not falling within any other category) The service should, at all times, employ a suitably qualified and experienced manager who is registered with the Commission for Social Care Inspection. Date of last inspection Brief description of the care home Springhill Care Home is a large detached house, which has been extended to provide purpose built accommodation on two levels. It is situated in a residential area, on a hillside overlooking the small town of Oswaldtwistle. It is on a bus route and close to all local amenities. The home offers personal care, nursing care, and care to older people suffering from dementia. The home also has a contract with the local Primary Care Trust to provide orthopaedic intermediate care for 6 people. The home is registered to provide care to a maximum of 75 residents. Accommodation is provided in mostly en-suite bedrooms. Communal rooms include 5 lounge areas and 2 dining areas. A passenger lift facilitates access to all areas of the home. The grounds are spacious with ample parking for visitors and staff. The seating areas are easily accessible to residents. The current fees charged at Springhill House Nursing Home are from £324.50 to £675 per week. Additional charges are payable for hairdressing and newspapers. A statement of purpose and service user guide was available to prospective residents and their relatives on request. Care Homes for Older People Page 5 of 29 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: two star good 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: A key or main unannounced inspection, which included a visit to the home, was conducted at Springhill House Nursing Home on 4 February 2009. The previous key inspection took place on 5 March 2007. Information about this can be obtained from Springhill House Nursing Home or www.CSCI.org.uk No additional visits have been made since the last inspection. An annual service review was carried out on 16 January 2008. This involved looking at all the information we had received since the last key inspection to make sure the home was being managed properly and people using the service received the care they needed. The manager completed an annual quality assurance assessment several weeks before this visit to the home. This document is a self-assessment that focuses on how well Care Homes for Older People Page 6 of 29 outcomes are being met for people who use the service. It also gives us some numerical information about the service. Eight completed surveys were returned from people who use the service and nine from members of staff. At the time of this visit seventy one people were living at the home. A tour of the premises took place and we looked at staff files and care records. We also spoke to members of staff on duty, people who use the service and their visitors. Discussions also took place with the matron and the manager regarding issues raised during the inspection. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 29 Care Homes for Older People Page 9 of 29 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 10 of 29 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. A through admission procedure ensured the health and social care needs of people using the service were identified and met. Evidence: A copy of the statement of purpose and service user guide is available to people who are considering using the service and their relatives on request. These supply information about the care and facilities provided at the home. The matron or a senior member of staff visited people who were considering using the service in hospital or their own home before admission. The purpose of this visit is to assess the persons health and personal care needs to ensure they can be met at the home. One person who used the service who completed a survey wrote, Matron came to assess me and told me all about the home. Care Homes for Older People Page 11 of 29 Evidence: The care records of a person who was recently admitted to the home contained a detailed pre-admission assessment. This assessment provided important information for the development of the care plan. One part of the home was used for up to six people who needed rehabilitation following a stay in hospital for surgery such as a hip replacement. Occupational and physiotherapists regularly visited these people to plan and review their rehabilitation programme. Designated members of staff cared for and encouraged these people to regain their independence in order to enable them to go back home. Admission to this intermediate care unit was funded and arranged from the hospital. People who were considering using the service or their relatives received confirmation in writing that their needs could be met at the home. Care Homes for Older People Page 12 of 29 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. Care was planned and delivered in a way that met the wishes and preferences of people who used the service. Evidence: We looked at the care plans of six people who use the service. These plans identified the health and social care needs of each person and provided clear directions for staff to follow to ensure their individual needs were met. Wound care records for one person contained detailed information about the care and condition of the wound. This included instructions about the type of dressing to use and how often the dressing needed to be changed so that staff knew exactly what they needed to do in order to help these wounds to heal. The care plan for one person suffering from dementia advised members of staff on the best way to approach this person and what to say if this person was reluctant to accept their help. Care Homes for Older People Page 13 of 29 Evidence: Appropriate risk assessments including ones for falls, nutrition and the development of pressure sores were in place. Guidance for staff to follow about how to manage identified risks was also included in the care plans. A written report about the care given to each person using the service was written during each shift. This ensured that all staff had up to date information about the condition of each person to ensure continuity of their care. Care plans and risk assessments were reviewed monthly and usually updated when the needs of the resident changed. However, one of the care plans we looked at had not been updated when there was an important change in the way this person was able to eat and drink. Where possible the person using the service or their relatives were involved in care planning and signed the care plan to indicate their agreement with the care provided. There were records of the involvement of GPs and other health care professionals including the chiropodist, occupational therapists, physiotherapists and social workers in the care of people who use the service. The matron explained that she was committed to implementing the Gold Standard Framework for end of life care. This involved working closely with the MacMillan nurses and completing further training in order to improve the quality of the end of life care for people using the service. Medication was stored correctly and administered by qualified nurses. Some records to ensure medication was managed safely were in place. These included a record of medication when medication was given to each person using the service and medication sent for disposal. However, a record of the medication received for people admitted for rehabilitation to the intermediate care unit was not made. Keeping accurate records of the medication received for all the people admitted to the home helps to prevent mishandling. We checked a sample of medication records and stock but found it difficult to account for medication to make sure it had been given to people correctly. This was because packets of medication were not dated on opening and the amount of medication left over from the previous month was not recorded on the new medication administration records. Keeping detailed and accurate records helps to prevent the mishandling of medication. Care Homes for Older People Page 14 of 29 Evidence: One person was prescribed a tranquiliser to be given when required. However, there were no instructions for staff to follow about the signs of agitation this person might display when they needed this medication. Having clear written instructions for the administration of when required medication ensures people are given their medication only when they need it. We checked how controlled drugs were handled, these are medicines that can be misused. A special register was used for record keeping and was seen to have been completed correctly. One person who used the service was responsible for looking after their own medication. A detailed risk assessment had been carried out to ensure this was done safely. We looked at the records of the how medication was checked by the matron. Although this was done regularly the matron was advised to check the amount of medication in stock against the administration records to make sure it was being given correctly. Personal care was given in the privacy of the persons own room or the bathroom. Members of staff were observed attending to people in a caring and professional manner. Two members of staff explained how they promoted privacy and dignity for everyone using the service and considered this to be an important part of their care. They also said that they had received training about the importance of privacy and dignity for people using the service. One person who used the service said, Everybodys friendly. The people who used the service who completed the survey stated that they were always or usually treated well by the staff. Care Homes for Older People Page 15 of 29 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Leisure activities and meals are well managed and enabled people using the service to have an interesting and fulfilling lifestyle. Evidence: People who used the service were encouraged to continue with their own interests and hobbies. A number of people were seen to be watching television or reading in their own rooms. One person was doing embroidery and another person had a pool table in the ground floor lounge and enjoyed playing pool with other people using the service and members of staff. The matron explained that an activities co-ordinator had been appointed on a part time basis to help organise activities in all areas of the home. Discussion with people who use the service and members of staff confirmed that a variety of activities were organised at the home. These included bingo, movement to music, aromatherapy, painting, sewing and watching films on the large screen television. The activities organiser also spent time individually with people who used the service chatting or reading a newspaper. During the summer months people who use the service were taken out in the homes minibus for a drive and afternoon tea. An outside entertainer visited the home every month. One person who used the service attended classes at a local college twice a week. Suitable activities were also organised Care Homes for Older People Page 16 of 29 Evidence: for people suffering from dementia. These included a weekly creative dance session, listening to music, playing with dolls, jigsaws, puzzles and colouring. Care workers also spent time chatting and reminiscing with people. Local clergy regularly visited the home and offered communion to people who wished to practice their faith in that way. People using the service said their visitors were welcomed into the home at any time and offered refreshments. The relative of one person said she often stayed for tea, another visitor said he had enjoyed several meals when visiting his mother. Discussion with people who used the service confirmed that the daily routine was flexible. All the people asked said they could choose when to get up and ago to bed. The meal served at lunchtime looked wholesome and appetising a choice was offered for both the main course and dessert. Special diets to cater for peoples cultural and religious beliefs were available including halal meat. Members of staff were observed sitting and chatting with people using the service at lunchtime and assisting them with feeding when necessary. Lunch was unhurried allowing people time to socialise and enjoy their meal. All the people asked said the meals were good. However, two people said it was mainly sandwiches for tea and one of them said, I cant do with a lot of sandwiches. Care Homes for Older People Page 17 of 29 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. Complaints were taken seriously and investigated. members of staff had the training necessary to ensure people who use the service were protected from abuse. Evidence: A copy of the complaints procedure was displayed in the home and included in the statement of purpose and service user guide. Eight people who use the service completed a survey and seven indicated that they knew how to make a complaint. Five complaints had been investigated by the matron during the last year. A record of these complaints, the investigation and action taken were seen. No complaints have been made directly to the Commission. The relative of a person who used the service said, If l had anything to grumble about l would tell them. Clear policies and procedures about the safeguarding of vulnerable adults were in place. Discussion with four members of staff confirmed that they had received training in safeguarding vulnerable adults. They all said they would report any concerns to the matron or the nurse in charge immediately. The matron explained that action was being taken to comply with the deprivation of liberty safeguards legislation due to be implemented in April. New documentation was being prepared for the care plans to ensure the rights of people using the service were Care Homes for Older People Page 18 of 29 Evidence: protected. Care Homes for Older People Page 19 of 29 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 premises provided a comfortable and homely environment for most of the people who use the service. Evidence: A tour of the premises confirmed that the main part of the home was clean, tidy and well maintained. This provided a safe and comfortable place for people using the service to live. The eight people who completed surveys indicated the home was always clean and fresh. However, when we visited the Lynwood dementia unit during the afternoon there was an unpleasant odour in all areas of the unit. A second visit was made to this unit after tea and although the odour was not as strong it was still present. An unpleasant odour does not promote the wellbeing of people who use the service. People who use the service were encouraged to bring personal items for their bedrooms to make them more homely. These included ornaments, photographs and pictures for the walls. The grounds and gardens were well kept and accessible to people using the service if they wished to sit outside when the weather permitted. Care Homes for Older People Page 20 of 29 Evidence: All the laundry was done at the home. A suitably equipped laundry room ensured clothes were washed promptly and returned to people using the service. One person who used the service said, You get your washing done, they take it and bring it back. Care Homes for Older People Page 21 of 29 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. Members of staff are encouraged to acquire the skills and knowledge necessary in order to meet the needs of people who use the service. Recruitment procedures are thorough. Evidence: The duty rota provided details about the grades and number of staff on duty for each shift. Nine members of staff completed the survey and in answer to the question, are there enough staff to meet the individual needs of people using the service one stated always and eight usually. One person using the service said, Theres always staff about, if l buzz they come. One person who completed the survey wrote, I have to wait too long for assistance some evenings and weekends. We looked at the files of three members of staff appointed within the last year. These files indicated that all the required information had been obtained before these members of staff had started working at the home. These included written references and a Criminal Records Bureau check. These checks ensure people who use the service are protected from the employment of unsuitable staff. Discussion with the matron and members of staff confirmed that training was actively encouraged. This included a detailed induction programme for new employees, moving Care Homes for Older People Page 22 of 29 Evidence: and handling, fire safety, safeguarding vulnerable adults, health and safety, dementia, managing challenging behaviour and first aid. The matron has obtained the necessary qualifications to enable her to deliver most of this training at the home. In addition to this all except two of the care workers had National Vocational Qualifications at level 2 or above in health and social care. Care Homes for Older People Page 23 of 29 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home has a competent manager and the views of people using the service are considered when decisions about the care and facilities provided at the home are made. Evidence: The matron who is also the registered manager is an experienced nurse. She is currently studying for a degree in professional practice and as a result of this has introduced a new risk assessment to better identify those people who use the service who are at risk of falling. She is also working on procedures to improve the end of life care for people who are terminally ill. Members of staff said the matron was approachable and supportive. One care worker said, The matron is easy to talk to and always has time to listen. Discussion with the management team confirmed that they were committed to providing quality care and facilities and had achieved the nationally accredited Care Homes for Older People Page 24 of 29 Evidence: Investors in People award and ISO 9001/2000. A management consultant had also been employed to give advice about how to improve the service. The people using the service and their relatives were asked to give their views about the home by completing satisfaction questionnaires every year in January. These were looked at by the management team and an action plan developed. People using the service had also been asked to complete questionnaires in December last year giving their views about the meals. Regular meetings were held with people using the service and at the meeting held in December end of life care was discussed. The matron said people had contributed to the discussion and found this a positive experience. The Annual Quality Assurance Assessment stated that as a result of listening to the views of people using the service and their relatives information about the date and time of hospital appointments are sent to the persons nearest relative. Several people using the service had money kept at the home. To ensure this was managed safely records of all transactions were kept. We checked some of these during the inspection and found them to be up to date and accurate. Policies and procedures for safe working practices were in place. These help to make sure the home is a safe place to for people to live and work. Fire alarms and emergency lighting were tested weekly. An up to date fire risk assessment was in place and fire drills took place regularly. We looked at records of the routine servicing of equipment. These included an up to date electrical installation certificate and evidence that the testing of small electrical appliances was carried out annually. Care Homes for Older People Page 25 of 29 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 26 16(2)(k) To ensure residents are living 27/04/2007 in comfortable and homely environment the odour problem in the Lynwood Suite and especially in the lounge must be addressed. Timescale of 31/03/06 not met. Care Homes for Older People Page 26 of 29 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 When the care needs of a person using the service changes their care plan must be updated. This will make sure that all nurses and care workers will know what they need to do in order to fully meet the needs of each person using the service. 27/03/2009 2 9 13 A record of all medication 27/03/2009 received into the home must be kept. This will ensure medication is managed safely. 3 26 16 The unpleasant odour problem on the Lynwood dementia unit must be addressed. This will ensure that people suffering from dementia have a homely and pleasant place to live. 27/03/2009 Care Homes for Older People Page 27 of 29 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 9 All containers of medication should be dated when they are opened. The amount of medication left over from the previous month should be recorded on the new medication administration record. This will ensure medication is not mishandled and enable accurate checks to be made. Clear written instructions should be in place for staff to follow to ensure medication prescribed when required is given correctly. 2 9 Care Homes for Older People Page 28 of 29 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 29 of 29 - 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!