Care Home: Bay Tree Court

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What the care home does well The home has an excellent system in place for assessing the needs of potential residents. There is also good care planning and assessment of any care related risks. Staff also uphold residents` privacy and dignity. The home provides a range of activities suitable for all residents and maintains strong links with residents` relatives and the local community. There is an excellent approach to dealing with complaints which are thoroughly investigated and and the home is open about bringing the complaints policy to the attention of residents and their representatives. A high priority is given to training staff in recognising and preventing abuse to residents. The environment of the home is clean and maintained to a high standard. Staff receive training in a variety of areas relevant to residents` needs and are recruited through robust procedures that are designed to protect residents. The home is well managed and there are a variety of quality audits in place as well as a number of safety checks. What has improved since the last inspection? The home`s residents guide now contains a copy of the terms and conditions. Care plans are now subject to an auditing process. There has been an improvement with the recording of medication administration and storage arrangements for controlled drugs. Recruitment procedures have improved. What the care home could do better: Visits and reports by the registered provider under the requirements of the Care Homes Regulations 2001 must be made every month. More attention must be given to the storage of medication both with regard to maintaining correct storage temperatures and where residents are looking after their own medication. More staff should complete an NVQ at level two. Where checks are made on window restrictors, these should be recorded. Checks should also be made to ensure that all cleaning substances are kept in correctly labelled containers. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Bay Tree Court Bay Tree Court High Street Prestbury Cheltenham Glos GL52 3AU     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: Adam Parker     Date: 1 8 0 8 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 28 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 28 Information about the care home Name of care home: Address: Bay Tree Court High Street Bay Tree Court Prestbury Cheltenham Glos GL52 3AU 01242236000 01242244576 MFrancis@EHGUK.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : European Healthcare Group plc care home 59 Number of places (if applicable): Under 65 Over 65 59 old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home 0 Baytree Court is a purpose built care home situated in the heart of Prestbury, which is on the outskirts of Cheltenham. It is convenient for local shops, the post office and a public house. It has its own designated parking within well-kept grounds. The Home offers both personal care and nursing care to those over 65 years of age. Accommodated over two floors, those requiring nursing care are predominantly cared for on the first floor. This area has a keypad entry. The ground floor is mainly designated to those requiring personal care only. Both areas offer well appointed, single accommodation all with en suite facilities. There are ample communal rooms and residents are welcome to use any throughout the home. There are assisted and non assisted bathing facilities. The Home and its grounds are extremely practical for wheelchair use. The fees vary from 395.25 pounds to 850.00 pounds. Additional charges include: Care Homes for Older People Page 4 of 28 Brief description of the care home hairdressing, chiropody, toiletries and some activities. The most recent inspection report is located within the homes Statement of Purpose in the reception area. 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: 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: One inspector carried out the inspection visit on one day in August 2009. The manager was present for the inspection visit that consisted of a tour of the premises and examination of residents care files. In addition staff training was looked at as well as medication storage and administration and documents relating to the management and safe running of the home. Four residents were selected for inspection against a number of outcome areas as a case tracking exercise. Four residents were spoken to during the inspection visit as well as four members of staff. An Annual Quality Assurance Assessment (AQAA) form was received from the home prior to the inspection visit. This was comprehensive and gave us the information we asked for. Care Homes for Older People Page 6 of 28 The judgements contained in this report have been made from evidence gathered during the inspection, which included a visit to the service and takes into account the views and experiences of people using the service. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 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 9 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The homes pre-admission assessment procedure ensures that full consideration is made between the home and prospective residents and their representatives as to the suitability of the service and how residents needs would be met. Evidence: The assessment documentation for a number of residents recently admitted to the home was looked at. A comprehensive assessment of their needs based on activities of daily living had been completed and recorded before the resident was admitted to the home. With one resident a copy of an assessment of health and social care needs from the local authority had been obtained at the same time as the homes own assessment although the resident was privately funded. On admission a generic 72 hour care plan is written until more comprehensive care plans are developed. Wherever possible prospective residents are given the opportunity to visit the home, Care Homes for Older People Page 10 of 28 Evidence: stay for the day and have a meal before a decision is made as whether the home can meet their needs. The homes AQAA document stated A personal needs assessment is made and there is discussion with both the prospective client and their representative to enable individuals to make an informed choice that the home can meet their needs. Where prospective residents cannot visit the home a representative of the home would visit them in their own home or other setting. During the inspection visit it was noted that such arrangements were being made following a telephone enquiry to the home. The home does not provide intermediate care and so standard six does not apply. Care Homes for Older People Page 11 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Care planning and risk assessments backed by frequent quality checks ensure that residents medication, health, personal and nursing care needs are met and their privacy and dignity is upheld. Evidence: Care plans for residents receiving both nursing and personal care were looked at. A care plan folder for one resident contained an explanation of person centred care. One care plan for a resident receiving personal care was looked at through case tracking and although this was brief in content it gave clear instructions for staff to follow to meet the residents needs. Another care plan for pain relief described how the resident may express pain and included actions for giving pain relieving medication. A care plan audit was in place. Risk assessments had been completed for pressure areas, moving and handling and nutrition with a record of residents weights being kept. One resident was receiving treatment for a pressure sore and this had been well documented with a separate Care Homes for Older People Page 12 of 28 Evidence: wound assessment chart being completed. The care plan audit had picked up some issues with lack of signitures and dates on risk assessments. There was evidence of residents having input from health care professionals such as General Practitioners (GPs). Base line physical observations such as pulse and blood pressure were recorded for residents when they were admitted to the home. The home also offered reflexology and aromatherapy to residents through therapists that visited the home. The arrangements for medication storage, administration and recording were checked. Medication was stored on both floors of the home. Storage temperatures were being monitored and recorded although in both storage rooms some temperatures had been recorded that were over 25 degrees centigrade. The manager reported that fans would be used if temperatures were found to be too high and that the home was considering installing venting in the doors as a further measure to control temperatures. Recorded temperatures for the medication refrigerator were within appropriate limits. Bottles of liquid medication had been dated on opening as an indication of the expiry date. Medication Administration Records (MAR) were in good order on with no gaps in the recording of administration seen. Handwritten entries on medication administration sheets had been signed and dated by the staff member making the entry with a second signature by the staff member that had checked the entry. This practice had also been used where medication had been discontinued. There were some good protocols in place to guide staff in giving medication prescribed on an as required basis. In addition information was recorded for staff to follow where one resident was prescribed two types of medication for anxiety that these should not be given together. The controlled drug record was checked and this was in order with consistent times of administration of medication given for pain relief which would be in line with good pain management. Controlled drugs were stored correctly. One resident on the ground floor was self medicating and a risk assessment had been completed. The medication was being stored in the residents room. However when the resident was spoken to and the storage checked it was discovered that the cupboard provided could not be locked. The resident said that they had asked for a key several times and one had not been provided. After a search no key for the cupboard could be found and so the resident was given a new lockable cupboard to use before the end of the inspection visit. Residents spoken to said that staff were polite to them and always knocked on the door before entering their rooms. Care Homes for Older People Page 13 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home continues to provide a varied activities programme suitable for the needs and abilities of residents. This provides an excellent degree of social contact. In addition residents are consulted about their preferences for the meals provided in the home. Evidence: Following a residents admission to the home social assessments had been made where life history, hobbies and interests are recorded. One member of care staff had taken some episodes of the life story of some of the residents and presented them in a comic book style format. One residents experiences in the Royal Navy had been presented in this way. Activities available for residents in the home included quizzes, scrabble,whist and visits from musical entertainers as well as a pat dog visiting session. There had been outings to a number of destinations including lunch at a local public house. The home had a minibus and an adapted car that could carry a person using a wheelchair. Canal boat cruises had been popular and there was a display of photographs of the most recent trip on display in the home. An activity session suitable for residents with dementia had recently been introduced into the home on a weekly basis. It was reported that this had been particularly successful for residents Care Homes for Older People Page 14 of 28 Evidence: who were usually uncommunicative. Residents had also been involved in the planting and tending of vegetables and flowers in raised beds in the enclosed courtyard. A weekly Hydrotherapy swimming trip was also being made for a small number of residents using the facilities at another care home. A Christian service was being held once a week for all denominations with Communion being held by the Church of England once a month. The home provided facilities for visitors including refreshments and did not impose any restrictions on visits or times of visits. As well as maintaining links with the local community through outings such as lunch at a local public house, the home had also been visited by community groups. These included Brownies and local Morris Dancers. The home had information about local advocacy services available for residents. Evidence was seen of residents having brought in their own furniture and electrical equipment into the home. There are dining rooms on each floor of the home that are referred to as restaurants. Residents spoken to during the inspection visit described the meals as good and very good and confirmed that cooked breakfasts were available and that there was a choice of meals on offer. There was particular praise from two residents for the soup which was described as beautiful. A weekly luncheon club was being held on both floors of the home attended by the manager with a small group of residents. This was being held in one of the activities rooms and had become a useful way of receiving feedback about the service provided. Care Homes for Older People Page 15 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Complaints are thoroughly investigated in the interests of residents and the homes approach to training staff in safeguarding vulnerable adults should ensure that residents are protected from any possible abuse. Evidence: The home keeps a log for recording complaints, there had been two complaints received in the previous twelve months one of which we aware of. The complaints log contained full details of how each complaint had been investigated and of the response to the complainants. The complaints had been thoroughly investigated and any actions taken recorded. The complaints policy was displayed in the home and also available in the homes Statement of Purpose. The homes AQAA document stated Staff are encouraged to make sure service users are aware of their right to complain and that they may do so at any time. Some staff had received training in the Mental Capacity Act 2005 and there was a plan for training in the Deprivation of Liberty Safeguards (DoLS). Training for staff in measures to protect residents from abuse is provided as part of the induction training which includes the whistle blowing policy and the no secrets guidance. This initial training is followed by annual updates. The homes AQAA document stated that training was further supported through individual and group Care Homes for Older People Page 16 of 28 Evidence: supervision and awareness. It was noted that the Alerters Guide from the local authority adult protection unit was displayed in the home. The homes adult protection policy was looked at. This included specific contact details for relevant agencies who may need to be contacted in the event of any allegation of abuse to a resident. Staff spoken to recalled the training they had received regarding the different types of abuse and how any abuse should be reported. Training in dealing with challenging behaviour was planned for September 2009. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents are accommodated in a well-maintained and clean property that is designed and furnished to suit their needs. Evidence: The home was purpose built and on the day of the inspection visit was clean and well maintained. There were a variety of communal spaces available for residents throughout the home generally consisting of lounges and dining areas on each floor. On the ground floor there was a library area as well as two conservatories. One of which was planned to be converted to an internet cafe and the other was in use as a visitors coffee lounge. Surrounding the home were well maintained grounds, the home also had an enclosed courtyard providing a safe area for residents to access. As well as garden furniture this contained potted plants and raised beds containing flowers and vegetables that residents had been involved in planting. Individual rooms were very clean and well decorated with various degrees of personalisation. The laundry was clean and well organised with washable floor and wall surfaces. Hand washing facilities were provided for staff. Care Homes for Older People Page 18 of 28 Evidence: One resident spoken to described the home as Like a hotel. 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. Sufficient staff are deployed and training is undertaken in a number of areas to meet residents needs with robust recruitment practices in place. Evidence: Staffing on the nursing floor consisted of two registered nurses for the day shift with six care assistants in the morning and five for the afternoon. At night there was one registered nurse and two care staff. On the residential floor staffing was six care staff in the morning with four in the afternoon with a plan to increase to five in the near future. At night there were two care staff. Ancillary staff consisted of a housekeeper working five days per week, domestics and a laundry worker. In addition to the kitchen staff, a breakfast assistant worked seven mornings a week on the nursing floor and a kitchen assistant served lunch on the residential floor. Other staff included an activities organiser, an assistant, administrators and maintenance. The manager although a registered nurse is not included in the care or nursing numbers. Following comments from residents at a recent luncheon club the home was considering adding an extra member of care staff for four hours in the evening. There were nine care staff out of twenty seven with an NVQ level 2 or above. The home should continue to work towards achieving a higher ratio of staff with the qualification at a level 2. Care Homes for Older People Page 20 of 28 Evidence: Records for recently recruited members of staff were examined. All the required information and documentation had been obtained including an employment history. Checks against the Protection of Vulnerable Adults list were being made as well as with the Criminal Records Bureau. Where nurses had been employed the home was checking their registration using an employer confirmation service provided by the Nursing and Midwifery Council. New staff in the home received induction training in line with the nationally recognised Common Induction Standards. The induction work books for two new members of staff receiving induction to the standards were looked at. In addition training has been undertaken in a number of other areas such as dementia, helping people to eat and drink and skin care. A registered nurse gave examples of training that they had received that was relevant to their nursing role. One resident spoken to described the staff as Kind and helpful. Care Homes for Older People Page 21 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. Despite the lack of a registered manager the home has been well managed in the interests of residents with actions carried out to ensure their safety and the quality of the service. Evidence: At the time of the inspection visit the home did not have a registered manager. The current manager was in the process of making an application for registration. She had previously been registered as manager of the home and had left to undertake other management duties with the registered provider. The manager is a Registered General Nurse and had completed the registered managers award. She had also recently undergone training in moving and handling, infection control and the Mental Capacity Act 2005. The home carries out a number of audits to ensure that the home is run in the best interests of the residents. These included audits of care plans, health and safety, Care Homes for Older People Page 22 of 28 Evidence: medication and facilities. The care audit also looked at risk assessments and other care documentation. Surveys had been sent out to residents, their relatives, other visitors and staff to gain their views on the home. Responses received so far were currently being examined and it was reported that practice would be changed if any issues were raised. Three monthly forum meetings were being held for residents, these had previously been held monthly but switched to quarterly at the residents request. In addition visits had been carried out and reports completed by a representative of the registered provider in line with the requirements of the Care Homes Regulations 2001. The reports showed that during the visits, residents and visitors had been asked about their views on the service provided. Although reports were on file for January, February, May and June 2009 there were no reports for March or April 2009. It was reported that Julys visit had taken place although there was no report on file at the time. The home provided secure facilities for residents money and looked after money for a number of residents. Appropriate records were kept for any residents money held. Where valuable items had been held in the past records had also been made. A break in had recently occurred at the home and the safe removed and residents money had been stolen. The police had been informed. Residents money had been repaid through insurance arrangements. Staff had received training in first aid, moving and handling, health and safety, fire safety and food hygiene. During the inspection visit staff were observed using a hoist appropriately with one resident. Accidents and incidents were recorded and subject to an audit process. Monthly checks are carried out and recorded on temperatures from hot water outlets including those in individual rooms. It was reported that window restrictor checks were being made although not recorded. Most window restrictors were of the type that would be difficult to alter or remove except those in the communal lounge. Where checks are made these should be recorded with particular attention to those fitted in the main lounge on the first floor. Servicing has been carried out on lifts, the central heating system and the electrical wiring with an annual check being made on portable electrical appliances. A Legionella risk assessment was in place as well as a number of checks and actions such as the cleaning of shower heads to manage any risk to residents. The storage of cleaning materials was looked at. Although cleaning substances were generally kept in appropriately labelled containers, one was found in a spray bottle with air freshener handwritten on it. Checks should be made to ensure that all cleaning substances are stored correctly. Staff had also undergone training in handling hazardous substances. The home had completed a fire risk assessment in 2008. Care Homes for Older People Page 23 of 28 Evidence: A security risk assessment had been reviewed following a recent break-in. Care Homes for Older People Page 24 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 25 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 33 26 The registered person must 30/10/2009 complete unannounced visits to the home each month and produce reports in accordance with regulation 26, keeping copies in the home. This is so that the registered provider can demonstrate that they are checking that the home is being managed in the interests of the residents. 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 2 9 9 Give further consideration to measures to control the temperatures in both medication storage rooms. Where residents are storing their medication in their room, check that lockable facilities are in place in the room and that they function correctly. Checks should be made to ensure that all cleaning 3 38 Care Homes for Older People Page 26 of 28 substances are kept in correctly labelled bottles. 4 38 Where checks are made on window restrictors these should be recorded with particular attention paid to the window restrictors in the first floor main lounge. Care Homes for Older People Page 27 of 28 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 28 of 28 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!