Care Home: Abbeywood House

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What the care home does well Abbeywood House provides a comfortable service for people who may have some degree of memory loss. The home is well maintained and comfortable, with many rooms having en suite facilities. People are fully assessed before they are admitted to make sure the home can meet their needs. People are encouraged to visit the home and see if it is the right place for them. The home has a very high level of well qualified staff. Several are qualified to NVQ level 4/5 and have undertaken their registered manager`s awards, which are both specialist management qualifications in running care homes. In addition the home has developed good links with specialist training in Dementia Care and has resources available for people to access training information from Stirling University on dementia care. An observation was made for two hours of the ways people are being supported and the quality of the interactions they received from the staff. This showed people were being supported well and that there was a high level of engagement with the surroundings, despite some people having severe impairments. People were encouraged to take part in the way the home runs, for example helping to lay tables, folding linen etc. Information is available on people`s life histories and lifestyle choices which help to make sure that as far as possible the home can help keep people in their chosen routines. The gardens are attractive and the home is close to local facilities and services, so people can go out with support if needed. People are able to maintain control of their own medication if they are able, which helps people to feel independent. What has improved since the last inspection? Since the last Inspection the home have employed a compliance manager who works with the registered manager to make sure that all areas of practise are kept up to date. The home have expanded their training programme to make sure that staff have the skills they need to work with people living at the home in accordance with best practise. The home has made sure that their Quality Assurance documentation is completed and gives a good idea of what is working well at the home and what can be improved. Records being kept are improved both in updating and content. Monitoring systems are in place for example for enquiries, falls, accidents etc. These help to make sure the home can analyse these events regularly to see if there are any patterns or areas where their practise could be improved. Work has continued with the upgrading of the accommodation. What the care home could do better: The home should make sure that as far as possible the life histories and lifestyle choices documents are updated and completed for each person. Consideration should be given to providing more person centred activities for people. The home may benefit from consideration of specific environmental adaptation for people with Dementia while continuing with their refurbishment programme. The water temperatures to wash hand basins should not be so hot as to present a risk to people with impairments. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Abbeywood House Abbeywood House Cary Park Babbacombe Torquay Devon TQ1 3NH     The quality rating for this care home is:   three star excellent 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: Michelle Finniear     Date: 1 4 0 7 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 27 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 27 Information about the care home Name of care home: Address: Abbeywood House Abbeywood House Cary Park Babbacombe Torquay Devon TQ1 3NH 01803313909 01803313925 cliffstrange@tiscali.co.uk TorbayResidentialHomes.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Mrs Phillipa Wanda Strange,Mr Clifford Derek Strange care home 30 Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category physical disability Additional conditions: Date of last inspection Brief description of the care home Abbeywood House is now registered to provide accommodation and care for a maximum of thirty people who are elderly and who may have physical disabilities and/or dementia following the completion of a ten-bed extension. The home is situated in a quiet residential area and overlooks Cary Park. Shops, churches and other local amenities are within walking distance. The home is very well presented and all rooms seen were well decorated, comfortably furnished and clean. The home has sufficient Care Homes for Older People Page 4 of 27 Over 65 30 30 30 0 0 0 1 1 1 1 2 0 0 8 Brief description of the care home adaptations and equipment to assist those with physical difficulties. Fees range between #350 and #500 depending on the care needs of the resident and the quality of the room. Inspection reports are available from the manager. Care Homes for Older People Page 5 of 27 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: three star excellent 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: To complete this inspection we asked the home to complete an Annual Quality Assurance document. This told us information about how the home is run and the changes they have made since the last inspection. We also looked at the information we gathered in a random inspection we completed in between this inspection and the last Key Inspection in 2009. We sent questionnaires to the people who live and work at the home and visiting professionals to try to get the views of people who know the service well; we carried out a visit to the home without them knowing the exact time of our visit; we spoke to people living at, working in and visiting the home; we spent a period of two hours in the homes lounge watching the way people interacted and the ways in which people were supported; we looked at the records the home keeps; we made a tour of the premises looking at the cleanliness and upkeep of the building and we looked at the Care Homes for Older People Page 6 of 27 way in which they recruit and train their staff. What the care home does well: What has improved since the last inspection? Since the last Inspection the home have employed a compliance manager who works with the registered manager to make sure that all areas of practise are kept up to date. The home have expanded their training programme to make sure that staff have the skills they need to work with people living at the home in accordance with best practise. The home has made sure that their Quality Assurance documentation is completed and gives a good idea of what is working well at the home and what can be improved. Records being kept are improved both in updating and content. Monitoring systems are in place for example for enquiries, falls, accidents etc. These help to make sure the home can analyse these events regularly to see if there are any patterns or areas where their practise could be improved. Work has continued with the upgrading of the accommodation. Care Homes for Older People Page 8 of 27 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 9 of 27 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 27 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home ensures that people are fully assessed to make sure they can meet their needs and that the home is the right place for them. Information is available about the home to help people make a decision about moving in. Evidence: During the inspection site visit we talked about how people are admitted to the home, and looked at the records for the last three people who had come to live there. The records show that the home has a full admission process involving pre-admission assessments undertaken by senior staff to ensure that they can meet the persons needs. The assessments included input from the person themselves, their relatives and health professionals where appropriate. They also included personal information completed by the person or their family about lifestyle choices and routines. This helps to ensure people settle quickly and well, and that the routines as far as possible will be familiar to them. Two of the people admitted had been in an emergency situation, where the home had not been able to assess their needs thoroughly prior to Care Homes for Older People Page 11 of 27 Evidence: admission. However immediately after their admission the appropriate paperwork and records had been completed. This also gave the home opportunity to consult with supporting professionals and relatives. It is the homes usual practice to offer people the opportunity to visit the service before making a decision about moving in. People who completed questionnaires for this inspection said that they had received sufficient information about the home before they or their relatives had moved in, and that they had received a contract or terms and conditions statement. The home has information available about the services and facilities provided in a brochure, service user guide and statement of purpose. These documents should help people understand more about what the home offers and any rules or restrictions on residency. There is also a contract which contains information about fees and what people can expect in return, as well as periods of notice required and information on who to make complaints to. This gives people information about their rights while living at the home. On admission a full series of assessments are completed including nutritional assessments, assessments of risk, pressure areas and Body mass index. This helps to target people with immediate needs and health care problems so that they can be addressed without delay. Abbeywood house does not provide intermediate care, which is a specialist rehabilitation function with the aim of returning people to their own home. Care Homes for Older People Page 12 of 27 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples health care needs are being addressed. Evidence: On this site visits to the home we looked at care plans for five people. Care plans contain an assessment of peoples needs and a plan for the care needed, including information in most files seen about peoples life histories and lifestyle choices. This is important particularly where people have memory loss. The files were written in a way that showed people had themselves been involved in providing information and making choices about how they like things to be done. In addition observations of the staff showed they had a good understanding of peoples changing needs and behaviour and were able to react appropriately to each person. The home has appropriate equipment available to meet the needs of people currently accommodated. In some cases this includes specialist beds and seating. The compliance manager confirmed that if they need additional equipment there is no problem in obtaining it for people. Care Homes for Older People Page 13 of 27 Evidence: The systems for managing peoples medication were seen. The home uses a monitored dosage system, which means that medication is supplied from the local pharmacist in a series of blister packs which are colour coded for different times of the day. This system helps to ensure that staff can easily check whether medication has been given, and reduces the risk of errors. Medication was seen being given out by staff at lunchtime. Medication is only administered by senior staff who have received training. The local pharmacist inspects the system in use and storage, which it is understood was last done around Christmas 2008. The home has provided a new medication policy, and has systems for the management of homely remedies, which is medication that can be bought over the counter. Some people are able to manage their own medication with support, and risk assessments are completed for this. The homes storage for medication was satisfactory, including the storage for controlled medication. This is medication which requires additional security due to its strength or effects. Two staff sign a controlled drugs register for each administration, and this was checked against the balance held and found to balance correctly. Relatives spoken to on the visit were happy with the level of care and support their relatives were receiving. One person expressed concern that if their relative deteriorated they would need to move on to a nursing home and were clearly did not wish this to happen as they felt their relative was receiving good care at Abbeywood House. People who completed questionnaires about the service said that they receive the care and support that they needed. One person wrote they act well and right. They talk to you and discuss things -- but as an equal Care Homes for Older People Page 14 of 27 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People have opportunities to remain involved and active. The home hopes to expand the activities available to include more trips out. Evidence: During the course of the site visit a period of two hours was spent sitting in the lounge observing the care delivered and the quality of the interactions people received. This showed that peoples needs were generally being met well. People retained a high level of engagement in their environment, and there was a lot of interaction with staff and with each other. This helped people keep active and interested in what was going on around them. Some people were seen to be responding to the television pictures, however the sound was not on. Discussion was held on the activities people followed while at the home. Peoples care plans showed evidence of information being gathered about how people like to spend their time and hobbies or interests they had. Discussion was also held with staff and the management about encouraging people to remain active and involved in the life of the home. During the course of the visit people could be seen laying tables, and giving some help in the kitchen (when the main meal was not being prepared). One person spoken to who lived at the home said they enjoyed doing this as it made them feel Care Homes for Older People Page 15 of 27 Evidence: useful. Throughout the visit there were a high number of visitors to the home. People were free to wander around the home and most people spent time downstairs in the lounges. The noise levels in the lounge were discussed with the management who confirmed there were quiet areas people could use if they wished. There is also a quiet lounge on the first floor. Some people with dementia can find lots of noise and movement difficult at times. The home has a programme of planned activities such as church services, singing groups, music for health, entertainment, aromatherapy, quizzes, hand massages and pamper days, reminiscence and discussion groups. No formal activities were being undertaken on the day of the visit, but people were engaged and active. The manager gave an instance where a person at the home had said that at one time they had enjoyed knitting, so the manager had bought wool and a pattern and they were making their second item of clothing. The meals being served were enjoyed by the people living at the home. The people who needed support to eat had this given discreetly and at a pace that suite them, no matter how long this took. On the visit one person was being fed by a relation. This helps to show the home allow people to continue to support their relations where able. Care Homes for Older People Page 16 of 27 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience 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 policies in place to safeguard people from abuse and abusive practise. Evidence: Abbeywood house has a complaints procedure and policy which explains how to make a complaint and what people can expect from the home when one is made. No complaints had been received by the home since the last inspection and CQC have not received any complaints about the home. Since the last inspection the home reported an allegation of misconduct to the Safeguarding team which was investigated by them and action taken as a result. This is still ongoing. The home acted appropriately to safeguard the people living at the home. At this inspection of the home information was discussed concerning another incident which was subsequently reported to Safeguarding by the home and formally notified to CQC. This incident had been investigated fully by the home and action taken to support people living at the home and protect them from any harm. Staff have received training in Safeguarding adults, which should help to protect people living at home from abuse or abusive practises. Staff had also in some cases received training in the new Mental Capacity Act, and others are due to do so. This new legislation helps to ensure that peoples rights are protected. People who completed questionnaires said they were clear about who to complain to if Care Homes for Older People Page 17 of 27 Evidence: they were unhappy about something. People spoken to on the inspection who could express an opinion said that they would feel free to discuss any concerns they had with the home and would be confident that they would be resolved. Care Homes for Older People Page 18 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Abbeywood house provides a comfortable and homely environment for people to live and work in. Evidence: During the site visit we made a tour of all areas of the home, looking at issues such as cleanliness, decor and suitability for the people who live there. The home is attractively presented, and set in a residential area with level access to Cary Park, a local church and shops beyond. The property is a converted period detached building set in its own gardens and contained by electronic gates. There is some parking at the home, but plentiful free parking on local roads and outside the home. The property is well maintained, with the majority of rooms having en suite facilities. There are a variety of communal areas for people to spend time, and attractive, safe gardens with seating outside. People spoken to on the visit said they liked their rooms, and many rooms showed evidence of peoples belongings and personal interests. Most people had chosen to spend time downstairs in the communal areas on the day of the inspection, and these were busy and active areas for people. Care Homes for Older People Page 19 of 27 Evidence: The laundry and some service areas are to the side of the home, separate from personal accommodation. Discussion was held on laundry facilities and infection control in general at the home. Since the last inspection the home has purchased some dispersible laundry bags to ensure that contaminated linens can be transferred safely to the laundry and kept clear of clean linen due to be returned to the home. All areas of the home seen on this visit were clean warm and comfortable. The home have told us they intend to continue with their refurbishment and ongoing infection control training. There was a problem with odour in some areas of the home, however this was being addressed by the cleaning staff during the inspection. Risk assessments have been undertaken of the environment, and the manager confirmed that window openings are restricted. Water temperature to rooms was also restricted to ensure people could not scald themselves. However the water tested at random in one room to the wash hand basin (room 17) was very hot. Some doors are alarmed to alert staff to people wandering from their rooms in the night. Care Homes for Older People Page 20 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home has recruited and trained high quality staff to support people who live at Abbeywood House. Evidence: On the inspection site visit time was spent looking at the staffing arrangements at the home. This included the numbers of staff on duty, the arrangements for recruitment and selection of new staff, and the training and support provided to them in their role. On the day of the inspection the staff on duty comprised the registered manager, compliance manager, deputy manager, senior care staff, two care staff, a cook, a laundry lady and two cleaners. Although staff were busy, they still had time to have banter and brief conversations with people who lived there. However a number of people who completed questionnaires indicated that they would like more time to provide individual one-to-one support to people living at home. One person who completed a questionnaire wrote that they needed more staff per resident to sit and chat and just to listen and do the job properly. and another wrote the home needed to make sure we are fully staffed so we have more individual one on one time with the residents. Time was spent looking at the recruitment practises for the home. Staff undergo a full recruitment process, including the obtaining of references and criminal records bureau Care Homes for Older People Page 21 of 27 Evidence: checks. Evidence of these was seen in peoples files, along with records of the induction programme that they followed. This was of a high level. In addition to this the home has recruited a number of staff qualified to management level, or who have had experience of running their own residential care homes. This brings a wealth of opportunity for the home to benefit from their experiences and skills acquired. The compliance manager has also owned a care home previously and has lectured on care home management courses at local college. All of the files seen complied with the homes recruitment policies. The home has put considerable investment into training staff, particularly in understanding dementia. Staff complete a distance learning dementia awareness course and have access to an in-house dementia training package delivered by a local community psychiatric nurse. On the inspection the compliance manager could demonstrate a variety of resources that have been obtained for the home from Stirling University who specialises in high quality dementia care training. The staff spoken to on this visit had a clear understanding of the needs of people with dementia and of the homes philosophy of care. The SOFI observation undertaken showed that staff were putting the skills into practise with good supportive interactions being witnessed. Care Homes for Older People Page 22 of 27 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is being well managed. Evidence: The registered manager of the home works there full-time and spent part of her time working directly with clients, supporting the care staff and making sure she remains in touch with what goes on in the home. Her Management hours are supplemented by the compliance manager who has been recruited since the last Key inspection. The registered manager said she deals with the care side of the management role, and some of her administration and teaching tasks are delegated to the compliance manager. This combination appears to work well, with the home having a clear sense of direction and policy. The home has a system for quality assurance, which has included questionnaires, internal and external audits and the production of a development plan. This helps to ensure that people have a say in the way the home is run and that it is working well to support people. Care Homes for Older People Page 23 of 27 Evidence: Staff are now receiving regular supervision and appraisals. Supervision is a system combining personal development and practice management. It should help to ensure that people are being supported by staff who are working to their full potential and in a consistent fashion. We looked at the way the home manages small amounts of money left with them for safekeeping. We checked the individual balances against accounts and found them to be consistent. All purchases made on behalf of people living in the home are receipted and individual accounts kept. The health and safety records seen were satisfactory. We sampled some risk assessments and looked at the homes maintenance records, for example the fire log book . This showed that the home undertakes regular tests of the fire system. During the inspection the fire alarm was sounded, and staff responded quickly to identify the problem. Staff receive training in health and safety, and have a new walkie-talkie system to help staff communicate around the home. Care Homes for Older People Page 24 of 27 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 25 of 27 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action 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 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 The home should continue with the development of the person centred element of care plans, including life histories wherever possible. The home may benefit from additional person centred activities being made available for people who are more mentally frail. The home may wish to consider current best practice advice on environmental adaptation support for people with memory problems whilst continuing with their refurbishment programme. This might for example mean the use of colours, signage and lighting to support peoples understanding of the environment. Water temperatures to wash hand basins should not present a risk to people, particularly those people with memory loss or cognitive impairments. 2 12 3 19 4 19 Care Homes for Older People Page 26 of 27 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. 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