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Inspection on 11/09/09 for The Whispers Care Home

Also see our care home review for The Whispers Care Home for more information

This inspection was carried out on 11th September 2009.

CQC has not published a star rating for this report, though using similar criteria we estimate that the report is Good. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CQC judgement.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

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

The Whispers is a small family run home with a warm friendly atmosphere. It is clean and hygienic throughout and attractively decorated and furnished. Residents are encouraged to personalise their own rooms and these are decorated and furnished to a comfortable standard. The gardens are well stocked with mature shrubs front and back and residents say that it is nice to sit outside in the warmer weather.The Whispers Care HomeDS0000047604.V377727.R01.S.docVersion 5.2The home is satisfactorily run. Management react quickly to the views, concerns and comments of residents and their relatives. They always listen to residents and visitors opinions and are quick to respond to any requests or suggestions made. The staff team are kind, caring and well trained. They know the needs of residents well and are quick to respond when needed. Several residents commented that staff were `kind`, `caring` and `polite and courteous` Records are well kept and provide staff with information they need to provide high quality care to residents.

What has improved since the last inspection?

Since the last inspection the home has recruited a new manager who is experienced and qualified. She knows where improvements need to be made and is working hard to improve the service. Since the last inspection there have been some environmental improvements including a new front entrance and new staff duty room. The offices upstairs have been reorganised and there is better use of storage space. The Fire Authority has visited to give advice about the use of supplementary heating and is now satisfied that risk reduction measures are in place where they it is used. Recruitment practices are robust and the staff files have been reorganised to improve clarity and accessibility. Staff have received training in safeguarding, health & safety and fire awareness since the last inspection to improve and enhance their knowledge and skills.

What the care home could do better:

There are no new requirements arising from this inspection.The Whispers Care HomeDS0000047604.V377727.R01.S.docVersion 5.2

Key inspection report CARE HOMES FOR OLDER PEOPLE The Whispers Care Home 30 Rambler Lane Langley Slough Berks SL3 7RR Lead Inspector Ms Julie Willis Key Unannounced Inspection 11th September 2009 09:00 DS0000047604.V377727.R01.S.do c Version 5.3 Page 1 This report is a review of the 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. 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. The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.2 Page 2 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 The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Whispers Care Home Address 30 Rambler Lane Langley Slough Berks SL3 7RR 01753 527300 01753 527300 hyaremoni@hotmail.com Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Mrs Mohanjit K Hyare Mrs Mohanjit K Hyare Care Home 19 Category(ies) of Old age, not falling within any other category registration, with number (0) of places The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category/ies of service only: Care home only - (PC) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: 2. Old age, not falling within any other category (OP). The maximum number of service users to be accommodated is 19. Date of last inspection 12th September 2008 Brief Description of the Service: The Whispers is a small independently owned residential home for 19 service users situated in a quiet cul-de-sac off the A4 Bath Road linking Slough and Langley. This home is a converted domestic house, which still retains some of the original structural and décor embellishments when built and is set in a moderate sized garden encompassed by large residential properties. The fees charged range from £420 to £500 per week and include basic hotel costs of staffing, meals, drinks, laundry and accommodation. Additional charges are made for hairdressing and chiropody. The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 star. This means that people who use this service experience good quality outcomes. This unannounced inspection took place on the 11th September between 10am and 3.30pm. It was a thorough look at how well the service is doing. It took into account detailed information provided by the service’s manager, and any information that CSCI has received about the service since the last inspection. Prior to the visit a questionnaire was sent to the Manager along with survey and comment cards for residents and visiting professionals such as doctors and nurses. Any replies were used to help form judgements about the service. Consideration has also been given to other information that has been provided to the Commission since the last inspection. The inspector toured the building, examined records and met all of the residents. The inspector also spent time talking informally to staff and observing how care was being delivered to the residents. From the evidence seen by the inspector and comments received, the inspector considers that this service has a good awareness and understanding of equality and diversity issues and would be able to provide positive outcomes for residents in the areas of race, ethnicity, age, gender, sexuality, disability and belief. The inspector gave feedback about her findings to the homes Proprietor and Manager at the end of inspection. There were no legal requirements made as a result of this inspection. The Commission has received no information concerning complaints since the last inspection which took place on 12th September 2008. What the service does well: The Whispers is a small family run home with a warm friendly atmosphere. It is clean and hygienic throughout and attractively decorated and furnished. Residents are encouraged to personalise their own rooms and these are decorated and furnished to a comfortable standard. The gardens are well stocked with mature shrubs front and back and residents say that it is nice to sit outside in the warmer weather. The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.2 Page 6 The home is satisfactorily run. Management react quickly to the views, concerns and comments of residents and their relatives. They always listen to residents and visitors opinions and are quick to respond to any requests or suggestions made. The staff team are kind, caring and well trained. They know the needs of residents well and are quick to respond when needed. Several residents commented that staff were ‘kind’, ‘caring’ and ‘polite and courteous’ Records are well kept and provide staff with information they need to provide high quality care to residents. What has improved since the last inspection? What they could do better: There are no new requirements arising from this inspection. The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.2 Page 7 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. The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 8 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standard 3 People using the service experience good quality outcomes in this area. Residents are fully assessed prior to admission to ensure the home will be able to effectively meet their need. We have made this judgement using a range of evidence, including a visit to this service. EVIDENCE: The pre-admission documentation for two of the most recently admitted residents was examined. The residents were case tracked from pre-admission to date. It is clear that significant planning is undertaken to ensure that the residents transition to the home goes smoothly and includes ensuring that the home has in place any specialist equipment needed by the person during their stay. The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 10 The home is careful to admit only those people whose needs can be met by the service. All prospective residents are fully assessed at home or in hospital by the homes Proprietor or Manager. Information is sought from a range of health and social care professionals as well as the resident themselves. Family input is valued and information provided enables the service to build up a picture of the residents needs and to fully plan their admission. The tools used for the purposes of assessment are holistic and detailed. A range of assessment tools were being used routinely to assess the resident’s nutritional needs, communication needs, risk of falls, continence needs, mental state and level of mobility. Manual handling risk assessments and safe systems of work have been completed routinely to reduce the likelihood of accident or injury. People spoken to by the inspector were generally positive about the home. One user said Its nice here, the staff are kind. Another said, I have everything I need. The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 7,8,9,10 People using the service experience good quality outcomes in this area. Clear information is in place to enable staff to effectively meet the health & personal care needs of residents effectively. Residents are encouraged to participate in the care planning and review process from the outset. Residents are provided with quality care in a manner, which maintains their right to dignity, privacy, independence and choice. The system for the administration of medication is good with clear and comprehensive arrangements in place to ensure the safety of residents. We have made this judgement using a range of evidence, including a visit to this service. EVIDENCE: The files of three residents were examined in detail and case tracked from preadmission assessment to date. The written records were user friendly and The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 12 satisfactorily documented. They provided staff with sufficient information to enable them to offer the appropriate level of care. Observation of care practice concluded that residents were encouraged to remain as independent as possible by providing appropriate levels of support to maintain the users privacy, dignity and independence. Sufficient time is provided to oversee self-care where necessary. Staff were observed to provide personal care in a discreet and sensitive manner and were heard to be polite and courteous to residents at all times. Staff routinely knocked and waited until they were invited in, before entering resident’s bedrooms. Residents are provided with access to other health and social care professionals for advice and support. General practitioners and community nurses are regular visitors to the home and provide advice to the staff on all aspects of care. Residents confirmed that they regularly see their GP and are referred to hospital when necessary. Routine screening and preventative treatments are provided to all residents, as are chiropody, sight and hearing tests. From examination of the medication administration system and discussion with the homes Manager it is clear that the home follows best practice guidance when administering drugs. From examination of staff training records it is evident that a number of staff have been trained in the administration of medication. They are responsible for the administration of medicines at the home in the absence of the Manager. A monitored dosage system is in operation at the home and medication is delivered to the home on a monthly basis. Storage systems are effective and disposal systems are safe. The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 12, 13, 14, 15 People using the service experience good quality outcomes in this area. Residents are provided with a range of activities that provide mental and physical stimulation. Food is satisfactory quality. We have made this judgement using a range of evidence, including a visit to this service. EVIDENCE: From discussion with the management, staff and residents it is clear that residents are offered the opportunity to participate in a range of activities suited to their needs. On the morning of inspection residents were relaxing in the lounge or in their bedrooms watching television or reading the newspaper. A number of the residents were expecting visits from family or friends during the afternoon. Games, puzzles and quizzes are offered routinely and staff will The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 14 offer one-to-one sessions to those people that don’t like to take part in group activities Residents confirm that their visitors are made most welcome at any time and are offered appropriate hospitality during their visits. A number of social events are held throughout the year which promotes community involvement and which provide residents families with the opportunity to engage with the staff and residents on an informal and regular basis. Clergy and people from local churches are regular visitors to the home and offer the residents Communion and personal counselling and prayer. Residents say that the food is satisfactory quality. There are always alternatives to the main course each day and special diets can be catered for including diabetic and vegetarian meals. Most residents choose to eat in the dining room where tables are laid with tablecloths and small vases of flowers. Others choose to eat in their rooms. The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 16 & 18 People using the service experience good quality outcomes in this area. The home has a satisfactory complaints system. Residents feel their views are listened to and acted upon. Residents are protected from abuse and exploitation by well-trained and competent staff that can demonstrate knowledge of the homes abuse of vulnerable adults and whistle-blowing policies. We have made this judgement using a range of evidence, including a visit to this service. EVIDENCE: Details of how to make a complaint are displayed in the home. The complaint policy meets the requirement of Standard and Regulation. It provides information on how to make a complaint and the formal stages in procedures. Examination of the complaint records indicated that there has been one complaint made to the home since the last inspection. Residents spoken with at the time of inspection said that that they felt confident that they could approach staff with any concerns or complaints and these would be taken seriously and acted on without delay. There has been no The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 16 information about complaints reported to the CQC about the home since the last inspection. There are written policies covering safeguarding adults and whistle-blowing. These make clear the vulnerability of people in residential care and the duty of staff to report any concerns to a person in authority. There was evidence in staff files and from discussion with staff, that they receive training in ‘Safeguarding Adults’ as part of their formal induction to the home. This training is later refreshed and consolidated when staff undertake NVQ training in which it forms a core module. Service users confirm that they feel safe at the home and are well cared for by competent and caring staff. The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 19 & 26 People using the service experience good quality outcomes in this area. Standards of décor and furnishings in this home are of good quality and offer residents a comfortable and homely place to live. Resident’s benefit from living in a clean and hygienic home. We have made this judgement using a range of evidence, including a visit to this service. EVIDENCE: Residents were complimentary about the quality of décor and furnishings in the home. They said that the home is always odour free, kept clean, fresh and hygienic and is vacuumed and dusted regularly. The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 18 The communal areas are homely and well used by residents. Bedrooms were individually personalised and were bright and airy. Residents said that they were able to bring with them small items of furniture and pictures and ornaments to personalise their own rooms. The majority of the residents use the bathroom on the first floor. It was clean and hygienic. The bath was equipped with a bath hoist to aid resident’s access and ease of use. There is a large mature garden to the front and side of the property. The inspector was informed about plans to fence in and landscape the area to improve security and enhance enjoyment for residents. Since the last inspection the main entrance has changed its position and there is a new staff and administrative area in the main hall. This has improved accessibility for residents and provides better facilities for duty staff. There is better use of storage facilities and the office and medication area on the first floor has been reorganised to aid accessibility. The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 27, 28, 29, 30 People using the service experience good quality outcomes in this area. Recruitment policies and procedures at the home are robust and transparent and ensure the safety of residents. We have made this judgement using a range of evidence, including a visit to this service. EVIDENCE: The Whispers has a full complement of staff and there is no reliance on agency workers to fill gaps in the roster. Examination of three staff records and discussion with staff and management indicated that all necessary checks are undertaken on prospective staff to ensure the safety and protection of residents. Records were well kept and met the required standard. The staff files and training records evidenced that most of the current staff have either gained or are in the process of attaining NVQ qualifications at levels II & III. The current percentage of trained staff is 90 . Staff are trained and supported by Assessors and Verifiers at Thames Valley University or Bracknell and Wokingham College. The Manager is keen to support staff to The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 20 achieve professional qualifications in care and provides the necessary guidance to candidates. All staff are properly inducted and complete a period of shadowing senior staff to ensure that they are confident and competent to carry out the tasks of the job. Staff confirmed that they had undertaken an in-house induction and foundation training to Sector Skills Council specification. The homes manager keeps copies of induction training, job descriptions, training records & certificates, supervision and appraisal records. These were examined to evidence compliance with good practice. The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 31, 33, 35 & 38 People using the service experience good quality outcomes in this area. Residents benefit from living in a well managed home, where there is evidence that their health, welfare and safety is of primary importance. The registered persons are competent and experienced to run the home for the benefit of residents. We have made this judgement using a range of evidence, including a visit to this service. EVIDENCE: The Homes new Manager - Julie Palmer is an experienced manager who has also achieved the Registered Managers Award and NVQ level 4 to further enhance her knowledge and skills. She works hands-on in the home on a daily The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 22 basis and is well liked by the residents. She is currently applying for registration with the CQC. A team of committed and caring staff support the Manager in her task. Staff are cheerful and well motivated and are highly valued by the residents. Residents say that staff are caring & kind. Residents confirm that there is always someone available to deal with their enquiries and that management are open and approachable. Discussion with residents evidenced that they are regularly consulted on issues that affect them they feel that their views are taken into account. An examination of the homes quality assurance system evidenced that it seeks the views of residents and relatives on a regular basis. The results of the most recent surveys in December 2008 and June 2009 evidenced a high level of satisfaction with services provided at the home. The surveys are used by the home to measure its success in meeting its published aims and objectives. The home has recently introduced a suggestion box at the main entrance and positively encourages visitors to make comments and suggestions that can improve the outcome and care to residents. Examination of sample of health & safety records indicated that they were up to date and in good order. Routine servicing and maintenance of equipment is undertaken at appropriate intervals to maintain the home as a safe and risk free environment for residents. The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 x x 3 x x N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 x 14 x 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 3 3 x x x x x x 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 3 x 3 3 x 3 The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 24 Are there any outstanding requirements from the last inspection? NO STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations The Whispers Care Home DS0000047604.V377727.R01.S.doc Version 5.3 Page 25 Care Quality Commission Care Quality Commission South East Region Citygate Gallowgate Newcastle Upon Tyne NE1 4PA National Enquiry Line: 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. 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