Care Home: Alexandra House

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What the care home does well Everyone moving to the home has an assessment of their needs to ensure their needs can be met before they move in. People have detailed, person centred care plans that identify their assessed needs. They are supported to make their own decisions through person centred planning. People are supported to participate in a variety of activities they enjoy and to access the local community for their daily activities. People enjoy their meals. People who live in the home are listened to and protected form abuse. They benefit from the homely, family atmosphere. They are supported by sufficient numbers of competent and qualified staff. They are protected through robust recruitment procedures. The service is run by qualified and experienced managers and people are consulted on their views of the support they receive and are encouraged to have a say in how their service is run. What has improved since the last inspection? People looking to move to the home are provided with information in the Statement of Purpose and Service User Guide to help them decide if the service will be suitable for them, this information has been updated. Excellent care plans have been developed to ensure each person`s plan of care identifies and provides guidance on how to meet their individual needs. Personal information is stored securely. Individual personal files are now organised in such a way as to enable staff to access current information quickly and easily. Recording is being improved in daily care records to provide evidence that staff are providing the daily support each person requires and that their needs are being met in all areas of their lives. Risk management systems including individual assessments have been improved to ensure they are effective in identifying risks and protect people from harm. The record of meals now details all food served in the home. Menu planning ensures each person has a healthy balanced diet which takes account of their individual needs and choices. Infection control measures have been improved to ensure people are protected from risk of harm. Management systems have been improved to ensure training needs can be monitored effectively. At least 50% of staff have NVQ Level 2 in care or an equivalent qualification. Quality assurance and management systems are effective in identifying shortfalls in the service to ensure peoples` health and welfare is continually monitored and promoted. What the care home could do better: The service has achieved compliance with all the requirements made at the previous inspection. No requirements have been made following this visit. Key inspection report Care homes for adults (18-65 years) Name: Address: Alexandra House 31 Pollards Oak Road Hurst Green Oxted Surrey RH8 0JL     The quality rating for this care home is:   two star good 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: Ruth Burnham     Date: 2 2 0 4 2 0 1 0 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 Adults (18-65 years) Page 2 of 26 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 Adults (18-65 years) can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 26 Information about the care home Name of care home: Address: Alexandra House 31 Pollards Oak Road Hurst Green Oxted Surrey RH8 0JL 01883380739 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Mr Mike Noorbaccus,Mrs Myrna Noorbaccus Name of registered manager (if applicable) Mrs Myrna Noorbaccus Type of registration: Number of places registered: care home 5 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 learning disability Additional conditions: The maximum number of service users to be accommodated is 5. 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: Learning disability (LD). Date of last inspection Brief description of the care home Alexandra House is registered with the Care Quality Commission to provide accommodation and care to five adults with a learning disability. The property is located in a residential area in Oxted in Surrey and is close to public amenities. Accommodation is on two floors and comprises of a kitchen, dining room, lounge, laundry area, bathrooms, toilets, one shared bedroom with an en-suite bathroom and Care Homes for Adults (18-65 years) Page 4 of 26 Over 65 0 5 Brief description of the care home three single bedrooms. One bedroom and bathroom is on the ground floor and is accessible to wheelchair users. The home has a front and rear garden. Private parking is available. The range of fees charged by the home is from 900 to 1700 pounds per week, depending on an individual assessment of need. Care Homes for Adults (18-65 years) Page 5 of 26 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: The unannounced site visit, which forms part of the homes key inspection, was undertaken on 22 April 2010. We were in the home for three and a half hours from 09:00 to 12:30. We asked the owner to complete and return the Annual Quality Assurance Assessment (AQAA) before our visit. This was returned to us and contained all the information we asked for. Evidence for some of the information provided was looked at during our visit. The focus of this inspection was to check compliance with requirements made following our visit on 25 September 2009. There are 4 people currently living in the home. We spoke to 2 members of staff, the registered manager and a consultant who is advising the provider about his service. We looked at most areas of the premises. We examined a number of records including, daily records, risk assessments, reviews and care plans. Care Homes for Adults (18-65 years) Page 6 of 26 Before the visit we sent surveys to people who live in the home and members of staff. Twelve surveys were returned: 4 from people who live in the home which had been completed by the manager on their behalf and 8 from members of staff. Responses were largely positive. The last inspection took place on 25 September 2009. We found the requirements made following that inspection have all been met. There are no required developments at the end of this report. One of the providers who is also the registered manager of the service was present throughout the visit. A consultant who is advising the provider was also present in the home. People who live in the home went out to an activity shortly after our arrival. . Care Homes for Adults (18-65 years) Page 7 of 26 What the care home does well: What has improved since the last inspection? People looking to move to the home are provided with information in the Statement of Purpose and Service User Guide to help them decide if the service will be suitable for them, this information has been updated. Excellent care plans have been developed to ensure each persons plan of care identifies and provides guidance on how to meet their individual needs. Personal information is stored securely. Individual personal files are now organised in such a way as to enable staff to access current information quickly and easily. Recording is being improved in daily care records to provide evidence that staff are providing the daily support each person requires and that their needs are being met in all areas of their lives. Risk management systems including individual assessments have been improved to ensure they are effective in identifying risks and protect people from harm. The record of meals now details all food served in the home. Menu planning ensures each person has a healthy balanced diet which takes account of their individual needs and choices. Infection control measures have been improved to ensure people are protected from risk of harm. Management systems have been improved to ensure training needs can be monitored effectively. At least 50 of staff have NVQ Level 2 in care or an equivalent qualification. Quality assurance and management systems are effective in identifying shortfalls in the service to ensure peoples health and welfare is continually monitored and promoted. Care Homes for Adults (18-65 years) Page 8 of 26 What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Adults (18-65 years) Page 9 of 26 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 10 of 26 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, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. 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 the person and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People looking to move to the home are provided with helpful information about what life is like there to help them decide if the service will be suitable for them. Before people move to the home they can be confident their needs are fully assessed to ensure they can be met. Evidence: People who are considering moving into the home are provided with helpful information about what life is like there. This information is included in the Service User Guide and Statement of Purpose. These documents have been reviewed and updated to ensure the information, including information about staffing, is up to date. The information has been produced in a more user friendly format with the inclusion of pictures. Everyone currently living in the home had an assessment of needs. This was completed prior to them first moving to the home. No one has moved into the home since the last inspection. Care Homes for Adults (18-65 years) Page 11 of 26 Individual needs and choices 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 needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. 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 can be confident their individual needs are understood and staff know how to provide appropriate support and care in line with their wishes and expectations. People can be sure their personal information is stored securely. People are supported to make their own decisions through person centred planning. They are protected from harm through effective risk management systems. Evidence: People who live in the home can be confident their care needs are understood and are being met. Comments from people who responded to our survey were positive. Three care plans were examined in depth, these show great improvement and are now excellent. They are available to the individual to whom they relate and easily accessible for staff to follow. Staff told us that information about people who live in the home is much improved and is particularly helpful to new staff. Staff now have all the information and guidance they need to provide excellent care to people who live in the home in line with their wishes and expectations. All personal information is stored Care Homes for Adults (18-65 years) Page 12 of 26 Evidence: securely. Care plans for everyone who lives in the home have been reviewed and updated since our last visit. Personal files contain detailed plans of care, they include information about each persons day to day activities; a Health Action Plan; an activities plan and a risk assessment and management plan. All documents are signed and dated. Information in the care plan section is detailed and contains clear guidance for staff on how to meet all identified care needs. This includes information about mobility, nutritional needs, skin integrity and challenging behaviours. People who live in the home have been involved as far as possible in developing their care plans. People are protected from harm through effective risk management processes. Individual risk assessments cover all aspects of peoples lives and take account of specific individual needs. Risk assessments include moving and handling, activities and outings, nutrition, and behavioural needs. They include clear guidance for staff on how to minimise risk in these areas. Daily records are maintained of all care provided. Staff complete a record each day for each person who lives in the home, these show that staff are providing the daily support each person requires. Care Homes for Adults (18-65 years) Page 13 of 26 Lifestyle 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 can take part in activities that are appropriate to their age and culture and 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 and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. 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 who live in the home are supported to participate in a range of activities in the home and in the local community. People are supported to maintain contact with family and friends. They are supported to be as independent as possible and choose how they want to live their lives. People enjoy their meals and are provided with a healthy and balanced diet. They are able to choose what they would like to eat. Evidence: At the time of the inspection all four people living in the home were getting ready to go out to a poppy making class. Staff on duty said this was a regular activity which everyone enjoys. Each person has their own activity planner. These were seen for all four people and were found to include a variety of activities such as Karaoke, cookery, music for Care Homes for Adults (18-65 years) Page 14 of 26 Evidence: health, walks in the park, cafes, pubs and cinema, horse carriage riding, indoor games and pottery courses. People are supported to do an activity of their choice each day. Each person has an individual activity plan in place which is easy for them to understand. Everyone enjoyed the opportunity to go away together on holiday last year as a group. People in the home are supported to maintain contact with their family members through visits, phone calls and letters. People are supported to attend religious services if they choose to do so. Peoples responsibilities and rights in the home are laid out in the terms and conditions and the Service User Guide. People are supported to be as independent as possible around the home and help with household chores and cooking. The manager said privacy of peoples own bedrooms is respected although there are no locks on bedroom doors. The manager said none of the residents would be able to operate a lock. All the rooms have lockable drawers and wardrobes. People who live in the home choose what they would like to eat. They are supported to complete a request sheet each day to choose the meals they would prefer. A record of the meals provided is maintained in sufficient detail to be able to monitor if each person is being provided with a healthy, balanced and nutritious diet in accordance with their individual dietary needs. Menus are planned with people who live in the home through the use of pictures to help them choose what they would like. Care Homes for Adults (18-65 years) Page 15 of 26 Personal and healthcare support 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 receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people 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. If people are approaching the end of their life, the care home will respect their choices and help them to 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. People can be confident their personal care needs will be met in a way that promotes their privacy and dignity. Good care planning ensures peoples individual health needs are understood and met. People are protected from harm through the safe handling of medication. Evidence: People who live in the home are supported with their health needs and access is provided to health professionals as necessary. Each person has an individual health action plan. We looked at one of these plans in detail. The manager is in process of updating these plans. People who live in the home are registered with a local GP. and it is stated in the homes Statement of Purpose that they can choose any of the health professionals they use. Staff support residents to see a chiropodist, dentist and optician when they need to or when there checks are due. Staff monitor peoples general health and weight is checked and recorded regularly. Advice is obtained from the dietitian where appropriate. The new care plans provide guidance for staff on maintaining skin integrity and minimising risk of pressure sores. The privacy and dignity of people who live in the home is promoted when personal Care Homes for Adults (18-65 years) Page 16 of 26 Evidence: care is provided. Staff are trained in privacy and dignity which forms part of the induction process for new employees. Staff address service users by their preferred names, they knock on doors and wait for a response before entering bedrooms and bathrooms. People who live in the home are protected through safe handling of medication. There are policies and procedures in place. No one in the home is currently managing their own medication. All medication is administered by the staff on duty who have been trained in house. Care Homes for Adults (18-65 years) Page 17 of 26 Concerns, 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. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. 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 who live in the home are listened to and protected form abuse. Evidence: People who live in the home are listened to and know who to talk to if they are unhappy. Peoples personal files contain a copy of the complaints procedure along with an easy read version. Information is provided in this document about how to contact the Care Quality Commission. There have been no complaints received by the service since the last key inspection. People who live in the home are protected from abuse. The manager told us that staff have all been trained in safeguarding vulnerable adults. There is a safeguarding procedure in place. There is also a whistle blowing policy in place that tells staff how to raise concerns with Social Services or CQC if they need to. A copy of the surrey multi agency Safeguarding Adults policy is available in the home. All staff are checked through the Criminal Records Bureau before they start working in the home. Care Homes for Adults (18-65 years) Page 18 of 26 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, comfortable, 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. People have enough privacy when using toilets and bathrooms. 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 who live in the home benefit from the homely, family atmosphere. Recent improvement in organisation, furnishings and decor have enhanced their quality of life. The home is safe and people are protected from risk of cross infection. Evidence: People who live in the home benefit from the homely, family atmosphere. Changes made since our last visit have improved peoples quality of life in that administration is now contained within the office; seating in the lounge has been replaced and each resident has a reclining chair. The downstairs shower room has been refurbished and other areas of the home have been redecorated. Everyone who lives in the home has their own bedroom. There are sufficient bathrooms and toilets to meet their needs. Safe working practices minimise risk of cross infection. staff have been provided with training in infection control. People who have mobility problems have access to all areas of the home. There are adaptations and aids including grab rails to promote independence and safety. There is a stairlift providing access between floors for those who need it. The home was clean throughout at the time of our visit. There is a well equipped Care Homes for Adults (18-65 years) Page 19 of 26 Evidence: laundry which people who live in the home are supported to use. Care Homes for Adults (18-65 years) Page 20 of 26 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, qualified 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. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. 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 who live in the home can be confident they are supported by sufficient numbers of suitably qualified and competent staff. They are protected through robust recruitment procedures. Evidence: People who live in the home are supported by sufficient numbers of competent staff. There were 2 staff on duty during our visit in addition to the manager. The manager confirmed that staffing levels are regularly reviewed to take account of changing needs. Robust recruitment policies and procedures ensure people in the home are protected. Staff files seen at our last visit include completed application forms, proof of identity, two references and Criminal record Bureau checks. All new staff work through a skills for care induction. Time did not permit a check on each individual staff file of all training undertaken. The manager maintains a training record to track all training and plan updates as needed. Five of the eleven staff currently employed have achieved a relevant National Vocational Qualification and at least 50 of staff have at least NVQ Level 2 or an equivalent qualification. Care Homes for Adults (18-65 years) Page 21 of 26 Conduct and management of the 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 have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because 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. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. 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 living in the home benefit from a service that is run by qualified and experienced managers. People are benefiting from improvements in care planning, risk management, health and safety, the environment and quality assurance and management systems which have enhanced their quality of life and ensured they are protected from harm. People are consulted on their views of the support they receive and are encouraged to have a say in how their service is run. Evidence: The Managers of the home have made significant improvements to the service provided at Alexandra house since our last visit. A great deal of work has been done to develop the service to ensure that peoples needs are addressed in all areas of their lives in a person centred way. This was demonstrated at this key inspection. There are two registered Managers for the home. Both hold a relevant care and management qualification and have many years experience of supporting people with learning disabilities. A care management consultant is advising the managers on Care Homes for Adults (18-65 years) Page 22 of 26 Evidence: developing the service. People who responded to our survey confirmed their satisfaction with the service provided. People who live in the home can be confident there are processes in place to monitor the quality of the service provided in the home. These have been improved to ensure the quality assurance system is effective in identifying where improvements are needed. The manager has worked hard since our last visit and all the requirements made at that time have been met. The manager sent us all the information we asked for as part of this inspection in the Annual Quality Assurance Assessment. care plans are now excellent and include clear risk assessments to ensure people are protected and all their needs are identified and can be met. People can now be confident their health and welfare is promoted and their views are taken into account when decisions are made. The health and Safety of people who live in the home is promoted through safe working practices. Improved infection control practice protects people from risk of infection. A new electrical safety certificate was examined, this shows that installations are satisfactory. Care Homes for Adults (18-65 years) Page 23 of 26 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 Adults (18-65 years) Page 24 of 26 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 Care Homes for Adults (18-65 years) Page 25 of 26 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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