Inspection on 23/06/09 for West Melton Lodge Nursing Home

This inspection was carried out on 23rd June 2009.

CQC found this care home to be providing an Adequate service.

The inspector found no outstanding requirements from the previous inspection report, but made 7 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

West Melton Lodge Nursing Home 09/07/08

Similar services:

Alderson Road 12

Abbey The

Grayling

Larch Avenue

Cranworth Close Registered Care Home

Muston Road (70)

The Cornerstone

John Street Nursing Home

Extracts from inspection reports are licensed from CQC, this page was updated on 17/02/2010.

Key inspection report Care homes for older people Name: Address: West Melton Lodge Nursing Home 2 Brampton Road West Melton Rotherham South Yorkshire S63 6AW     The quality rating for this care home is:   one star adequate service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Christine Rolt     Date: 2 3 0 6 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 28 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 28 Information about the care home Name of care home: Address: West Melton Lodge Nursing Home 2 Brampton Road West Melton Rotherham South Yorkshire S63 6AW 01709879932 F/P01709879932 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Miss Susan Jane Leigh,Mr Stephen John Oldale care home 32 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 learning disability old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is: 32 The registered person may provide the following category of service only: Care home with nursing - Code N, to service users of the following gender: Either, whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP and Learning disability - Code LD Date of last inspection Brief description of the care home West Melton Lodge is in West Melton village, which is between Rotherham and Barnsley. The home is registered to provide accommodation for 32 older people, some with nursing needs. The home was once the old vicarage and retains many of its original features including narrow corridors and some steps along the corridors. Chair lifts are provided at these points. Accommodation is on two floors and a passenger lift is provided. There are Care Homes for Older People Page 4 of 28 Over 65 0 32 1 0 Brief description of the care home several lounges and dining areas throughout the home. Bedrooms vary in size and some have en-suite lavatories. The home has landscaped gardens and there is a car park to the front of the property. The fees were from £363 to £382 per week. Hairdressing, reflexology, manicures and newspapers were not included in the weekly fee and were charged extra. The acting manager supplied this information during the site visit on 23rd June 2009. People are given full information about the home before they make a commitment to stay. The most recent inspection report, a copy of the service user guide and other information about the home was available for perusal in the main entrance. Care Homes for Older People Page 5 of 28 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: one star adequate service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating for this service is 1 star. This means that the people who use this service experience adequate quality outcomes. To improve national consistency, we have reviewed our practice when making requirements. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations, but only when it is considered that people who use services are not being put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken. This was a key inspection and comprised a site visit and information already received from or about the home. The site visit was from 9.15 am to 5.45 pm on Tuesday 23rd June 2009. The acting manager completed an Annual Quality Assurance Assessment (AQAA). This document is designed to give the manager the opportunity to say what the home does well, what has improved since the last inspection and what the home is Care Homes for Older People Page 6 of 28 working on to improve. Various aspect of the service were checked during the site visit. Care practices were observed, a sample of records was examined, a partial inspection of the building was carried out and service provision was discussed with the acting manager and one of the owners. The majority of people living in the home were seen throughout the day and several were asked for their opinions of various aspects of the home and the care received. A visitor was also asked for their opinion. Surveys were sent to ten people living in the home and six members of staff. Completed surveys were received from three people living in the home and four members of staff. The care provided for three people was checked against their records to determine if their individual needs were being met. All opinions and comments were considered for inclusion in this report. The inspector wishes to thank the people who live in the home, visitors, staff, the acting manager and Ms Susan Leigh, one of the owners, for their assistance and cooperation. Care Homes for Older People Page 7 of 28 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. Care Homes for Older People Page 8 of 28 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 9 of 28 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 28 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples needs were assessed but the information was not fully utilised or kept up to date. Evidence: The files for three people were checked to determine if their needs had been assessed. There were no assessments on the files seen. This was discussed with the manager who was able to provide local authority assessments which had been filed separately. These assessments contained detailed information of each persons identified needs at the time they were admitted to the home. However, this information had not been utilised in the plans of care and although some of the information might no longer be relevant, there was information that would never change and needed to be considered when providing care. Each file had a Night Care Plan which was actually an assessment of each persons night time needs and wishes. The manager was advised to use this information, the local authority assessments and guidance from The National Minimum Standards to help provide an assessment template for peoples Care Homes for Older People Page 11 of 28 Evidence: individual physical, health, emotional and social needs and wishes. This would ensure that up to date information covering all aspects of care was available to enable the formulation of individual care plans. The home does not provide intermediate care therefore Standard 6 is not applicable. Care Homes for Older People Page 12 of 28 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples health, personal and social care needs were not always set out in individual plans of care. Peoples rights to respect and privacy could improve. Evidence: Three files were checked. The care plans were not completed fully from each persons assessed needs and wishes. See previous section. The care plan information was too general and could have applied to the majority of people living in the home. For example, the nutrition element of the care plan for one person could have applied to anyone with nutritional needs, Provide more nutrition. Give more calorie diet. Encourage more fluid. Give good diet and assist to feed. Give supplementary drinks. However, there was no specific information of what this involved and was left to staff interpretation. Files contained risk assessments. Files did not consistently provide information of peoples likes, dislikes and preferences e.g. food, bathing, leisure etc. Each care plan contained a score sheet to determine each persons health level with particular emphasis on tissue viability. This was completed monthly and scores were entered to determine the level of risk. However, there was no information of the action that staff should take or had taken when the risk increased to the next level Care Homes for Older People Page 13 of 28 Evidence: and how this affected the persons care plan. Some care plans gave information of pain relief but no indication of what the pain relief was for. Where people had current acute health needs, the information of how this was being dealt with was good. There was very little information of how people liked to spend their day. Because care plans were not specific to each persons needs and wishes, the daily records did not consistently specify how each persons individual needs had been met and how they had spent their day. The night time records however tended to be more personalised. All of this information was discussed with the owner and the acting manager during the inspection. Monthly reviews were held and a visitor said that they had been consulted. The medication system had improved since the last inspection and the manager said that she carried out audits at regular intervals. Controlled drugs were stored and recorded correctly. Medication requiring refrigeration was stored correctly and records of the temperatures were kept most days. The manager was advised to keep daily records as a good practice issue. A medication trolley was kept in the lounge. It was suggested to the manager that alternative storage be found for this medication. This was a recommendation at the previous inspection. The medication for three people was checked. Medication in the monitored dosage system (MDS) was checked against the medication administration record (MAR) charts and these tallied. There were no gaps in the MAR charts. Medication was now being carried forward and recorded onto new MAR chart where it was still needed. A sample of loose medication was checked and some tablets did not correspond with the records. The manager was advised to carry out regular spot checks of medication. During the site visit, a person wearing night clothes was seen at 4pm going into a lounge. This was discussed with the manager and the nurse on duty who said that this person liked to change into her night clothes early. However, neither the nurse nor the manager could verify that this was on the persons care plan. Also during the site visit, a persons bedroom was checked. This contained several wheelchairs and a mobile hoist. There was also a person who lived in the home and their visitor in this bedroom even though it was not the persons bedroom. The visitor said that they had been given permission to use the bedroom, but staff denied this. This lack of respect for peoples private space was discussed with the manager and the owner who stated that this would not happen again. The manager said that keys for bedroom doors were issued to those people who wanted them, however, they were not issued as a matter of course. Some bedrooms did not have lockable facilities. Care Homes for Older People Page 14 of 28 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Information of peoples expectations, preferences, recreational interests and individuality can improve. Mealtime routines can improve. Evidence: The manager said that the homes activity coordinator had left so there were no programme of activities. A visitor said that their relative enjoyed singing and taking part in games of dominoes. Opportunities for stimulation and motivation for people in bed was discussed and the manager said that the one person now had a radio, there were ongoing discussions with the multidisciplinary team regarding mental stimulation and the staff checked the person regularly. Hairdressing, reflexology and manicures were carried out by people with the relevant qualifications and these services were charged extra to the weekly fees. On the three files that were checked, there was some information of people having visitors or watching television but there was no consistent information of social stimulation or how each person spent their day. See previous section. This was discussed with the manager during the site visit. A visitor said that they had regular contact with the home and they were made welcome. Care Homes for Older People Page 15 of 28 Evidence: The lunchtime meal was observed and looked appetising but no one was having the alternative meal as listed on the menu. When some people were asked, they said that the meals were good but they were not aware that there was an alternative to the main meal. The manager said that each person was asked and given the choice, however some were likely to forget. The member of staff was asked but did not know what the alternative meal was. There was a full menu displayed on the dining room wall but this was too small for people to see. The manager said that large menu boards were to be purchased. The presentation of tables was good with tablecloths and napkins. Condiments were available. All people were given coloured plastic beakers for drinks irrespective of their level of ability. This was discussed with the manager. Several people were helped to the table but were not sitting close up to the table and were leaning forward to reach their meals. One person was so far away that she picked up the plate to hug it to her to eat her meal. Therefore staff were not ensuring that people were sitting at the table properly before moving away. This was brought to the attention of the manager and the owner. Care Homes for Older People Page 16 of 28 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People were confident that they were protected and listened to. Evidence: The complaints procedure was available in the service user guide. A copy of this was kept in the entrance hall for people to read. The manager was advised to also display a copy of the complaints procedure to ensure that visitors were aware of the procedure. Complaints were recorded in the complaints file and this was seen during the site visit. The CQC had received one complaint which was referred to the owner who dealt with this appropriately. All staff had undertaken adult safeguarding training and the owner said that a member of staff was undertaking Training for Trainers to enable new members of staff to be trained quickly. There were no allegations of abuse. Care Homes for Older People Page 17 of 28 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People lived in a safe environment but improvements could be made to the maintenance of the home and contents. Evidence: There were no offensive odours and the home looked homely and welcoming. The corridor carpets were good quality but were dirty. This was mentioned in last years report. One bedroom had no carpet, the wallpaper was damaged, a plug was missing from the wash basin, the commode was damaged, there was no bedside light and the room looked institutional. This bedroom was also being used for wheelchair storage (see section Health and Personal Care re respect). Another bedroom had two bedside cabinets but both were damaged and there was no mirror in the room. In another room, the curtains needed rehanging. None of the bedrooms seen had lockable facilities and all bedrooms had toiletries on the side of the wash basins therefore would benefit from shelving. This was mentioned at last years inspection. The carpet in the lounge was sticky underfoot. The acting manager made a note of all the issues during the environmental check. Risk assessments had been carried out and restrictors fitted to wardrobes and windows. A visitor said that there had been lots of improvements. Care Homes for Older People Page 18 of 28 Evidence: Aids and adaptations were fitted throughout the home to help people to maintain their independence. The grounds were attractive and tidy. Care Homes for Older People Page 19 of 28 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The numbers and skill mix of staff and the robust recruitment procedure ensured that people living in the home were in safe hands at all times. Evidence: There were sufficient staff on duty at the time of this site visit. Three staff files were checked and there was evidence that staff undertook induction training. Recruitment procedures had improved. Files contained all the relevant recruitment documents and correspondence that demonstrated a robust recruitment procedure. Staff kept up to date with skills training and the manager and owner said that this included catheter care, dementia training, pressure care training, death and dying, PEG feeding, syringe driver training and sensory awareness training. Care Homes for Older People Page 20 of 28 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is run in the best interests of people living there. Evidence: The owner said that they intended to register the current acting manager and the relevant documentation was being collated. The home had a quality assurance system that included questionnaires and meetings and a visitor confirmed that they had been asked to complete a questionnaire and had attended relatives and residents meetings. The quality assurance system also covered audits of systems included medication, accident analyses, staff files, staff training, complaints, and care plans and reviews. The manager said that environmental checks (furnishings, furniture, decoration and health and safety issues) were carried out. The issues relating to care plans and the environment, (see sections on Health and Personal Care and Environment), demonstrated that the quality assurance system for these areas needed to improve and this was discussed with the manager during the site visit. Care Homes for Older People Page 21 of 28 Evidence: The personal allowances for three people were checked. The money was stored safely and cash tallied with the records kept for each person. All entries had double signatures which is good practice and all receipts were numbered for ease of reference which is good practice. A relative said that they were always given a receipt for money left for their parent. A sample of maintenance and service certificates and records were checked and these demonstrated that systems were maintained and serviced within the required timescales as required by the relevant regulations. All staff undertook mandatory health and safety training and this was updated at regular intervals, which is good practice. Some staff had undertaken Training the Trainers to enable them to provide a variety of training for their colleagues, this included fire awareness, moving and handling, adult safeguarding and food hygiene. The staff receiving this training were spread throughout the various homes owned by Susan Leigh and Stephen Oldale. Care Homes for Older People Page 22 of 28 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 23 of 28 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 3 14 Peoples assessed needs must be kept under review and revised as necessary To ensure that the home continues to meet each persons individual needs and wishes. 18/08/2009 2 7 15 Care plans must identify each persons individual physical and health needs in line with their assessed needs and provide sufficient detail of how the needs are to be met. Daily records must verify that the identified needs have been met. To ensure that the identified needs are met 18/08/2009 3 10 12 People living in the home must be given respect and dignity and their bedrooms must not be used by other people or for storage purposes. 10/07/2009 Care Homes for Older People Page 24 of 28 Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action To ensure that people are treated with respect and dignity. 4 12 16 Consult people about their 18/08/2009 social interests and incorporate this into care plans and provide records of how each person spends their day. To ensure that people receive mental and social stimulation 5 15 12 Staff must ensure that people are seated properly at the table during meals. To maintain personal dignity, ensure comfort and prevent accidents. 6 19 23 Decor, furniture, furnishings 15/09/2009 and equipment must be maintained e.g.damaged wallpaper, damaged commode and bedside cabinets, missing or separate sink plugs and dirty carpets To provide a pleasant environment and facilities for people living there. 7 26 16 Occupied bedrooms must be 15/09/2009 provided with adequate furniture and floor coverings e.g. bedside cabinets, 18/08/2009 Care Homes for Older People Page 25 of 28 Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action bedside lights, mirror, lockable facilities and bedroom carpet to meet peoples individual needs. To provide a pleasant and adequately equipped environment for people living there. 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 7 Identifying peoples likes and preferences and incorporating them into their care plans will provide more person centred care plans Regular spot checks of medication will help to highlight any shortfalls in medication practices particularly for loose medication ie in boxes and bottles. Alternative storage should be considered for the medication kept in the trolley in the lounge. Keys should be issued as a matter of course on admission to enable people the choice of whether or not to use them. Large menu boards should be provided to enable people to see the meal choices at their leisure and to remind them of the meals on offer at any particular time. Individuality should be promoted by providing the appropriate drinking vessels at mealtimes and not treating everyone the same. Consider the provision of shelving for the storage of toiletries above or near wash basins Improving the frequency and method of audits and checks of care plans and the environment would help to quickly highlight any shortfalls that can then be dealt with immediately. Page 26 of 28 2 8 3 4 5 9 10 15 6 15 7 8 19 33 Care Homes for Older People Care Homes for Older People Page 27 of 28 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. 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