Care Home: Belvoir Lodge

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Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: Belvoir Lodge 243 Edwards Lane Nottingham NG5 6EQ 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: Rob Cooper Date: 3 1 0 3 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. They reflect the things that people have said are important to them: 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 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 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 Adults (18-65 years) 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 © (20092008) 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 Adults (18-65 years) Page 3 of 28 Information about the care home Name of care home: Address: Belvoir Lodge 243 Edwards Lane Nottingham NG5 6EQ 01159621315 01159622867 paula.henderson@scope.org.uk 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) : Scope - Terry Boardman (c/o Rutland House School) care home 5 Number of places (if applicable): Under 65 Over 65 5 5 5 0 0 0 learning disability physical disability sensory impairment Additional conditions: Belvoir Lodge is registered to provide accommodation and personal care for a maximum of five (5) people aged between 16 years old and 25 years old, whose primary care needs are Learning Disability (LD) - 5, Physical Disability (PD) - 5, Sensory Impairment (SI) - 5 Date of last inspection Care Homes for Adults (18-65 years) Page 4 of 28 A bit about the care home Belvoir Lodge is a five-bedded care home owned and managed by Scope, and situated in a converted bungalow. The bungalow is largely open plan to accommodate people who use wheelchairs, and there is an overhead tracking system for the hoist, so that people can be moved easily from their bedrooms to the bathrooms. The entire bungalow is very well equipped with specialist bathing options and units within the kitchen that can be raised or lowered to accommodate wheelchair users. Currently the service is aimed at young adults who have either left school, or who are about to. The bungalow is situated on a main road with car parking spaces to the front. There is a bus stop right outside the bungalow, and the service is situated close to the City Hospital, and local shops, and other facilities. How much it costs Fees: The currently fees are £1,839 per week Care Homes for Adults (18-65 years) 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 judgment 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 Care Homes for Adults (18-65 years) Page 6 of 28 How we did our inspection: This is what the inspector did when they were at the care home The quality rating for this service is 3 stars. This means the people who use this service experience excellent quality outcomes. The Inspector came This was an unannounced visit as part of the key inspection process, so that no one at Belvoir Lodge knew that the inspection visit was going to take place. The visit took approximately five hours through the middle of the day, with one inspector present. We looked at the last report In preparing for this inspection, the information that the Commission holds about this care home was reviewed, this included looking at the last inspection report, the inspection record, considering any complaints or concerns that have been made about the service, and reviewing any notifications made relating to incidents that affect the well being of people living at Belvoir Lodge. We looked at the policies The methods used during this key inspection and visit were to visit the home, where a method called case tracking was used; this involved Care Homes for Adults (18-65 years) Page 7 of 28 identifying two people who live at the care home and looking at their individual files and making a judgment about the quality of care they are receiving, and if their needs are being met. This was followed by a partial tour of Belvoir Lodge, looking at the activities on offer, and talking to two members of staff about the quality of the service, and their experiences of working at Belvoir Lodge. We looked on our computer for information The Commission also sent out an Annual Quality Assurance Assessment (known as an AQAA) as part of the inspection methodology, this allows care homes like Belvoir Lodge to self assess their service. Information provided by the home helped to form the judgments in this report. We also left a number of surveys asking for views and information with people who live at the home, and staff. Unfortunately none were returned in time to inform this report. The registered manager Paula Henderson provided much of the information during this key inspection visit. On the day of this inspection there were five people living at Belvoir Lodge. We have written an easy read summary with words and pictures People who might want to live at Belvoir Lodge can obtain information about the Care Homes for Adults (18-65 years) Page 8 of 28 home direct from them, and this would include seeing previous inspection reports prepared by the Commission for Social Care Inspection. What the care home does well What has got better from the last inspection The home has established itself, and everyone - people living at the home and staff have become more settled and relaxed. The garden has become developed, as it has become more established, and there is now a sensory Care Homes for Adults (18-65 years) Page 9 of 28 garden with different smells and colours. An advocate from Advocacy Alliance has started working on a part time basis at the home, and is helping the staff to improve communication and choice. What the care home could do better If you want to read the full report of our inspection please ask the person in charge of the care home If you want to speak to the inspector please contact Rob Cooper Care Quality Commission CPC1 Capital park Fulbourne Care Homes for Adults (18-65 years) Page 10 of 28 Cambridge CB21 5BR 01223 771300 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 Adults (18-65 years) Page 11 of 28 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 12 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, 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 who would want to live at this care home, or their relatives have the information they need to make an informed choice about living there. Evidence: The Statement of purpose and service user guide were both seen. Both documents contain a great deal of useful information about the service, although the biggest change in the statement of purpose since the last key inspection is that the home is no longer a transition for the people who live there, it is now about providing long term care. Two peoples care files were seen as part of the case tracking process. Both files contained a detailed assessment that had been completed in-house by staff at Belvoir Lodge, with some input from outside professionals. Care plans had clearly been produced from these assessments, and there was a review process to ensure that changing needs are captured by the assessment process. Care Homes for Adults (18-65 years) Page 13 of 28 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The people who live at the care home have their assessed and changing needs and personal goals reflected in their individual care plan. People are also supported to take risks as part of an independent lifestyle. Evidence: Two peoples care files were seen, these both contained a plan of care, based on individual assessments. The files were well organised with different sections for different types of information, for example: daily notes, medical notes, and input from other professionals. The care plans were being reviewed regularly to ensure that peoples changing needs were beingf appropriatley met. The people who live at Belvioir Lodge, have major communication difficulties, and need help from the staff and other speech and language professionals to help overcome these difficulties. Each person has a communication passport, which through a mixture of words, pictures and symbols aids the communication proccess, and helps the individuals to make choices. The communication passports are being further developed, and a discussion with a Belvoir Lodge member of staff, who is developing them on the computer demonstrated how theses communication aids are being changed, particularly to help with decision making and choices. Care Homes for Adults (18-65 years) Page 14 of 28 Evidence: Both of the files that were seen contained detailed risk assessments covering both individual risks, and more general risks related to everyday living. These were for example around the use of equipment, travel, bathing etc. The risk assessments contained sufficient detail to guide staff in how to reduce crisks and therefore contribute to the individuals safety. Care Homes for Adults (18-65 years) Page 15 of 28 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. The people who live at the care home are able to take part in appropriate activities, and are part of their local community, with their rights and responsibilities being respected by the staff. Evidence: The people who live at Belvoir Lodge were not present during this inspection visit, however there was a great deal of photographic evidence of activities taking place in the individuals activity books to record the activities. Activities include cooking and baking, and the walls of the home are adorned with art work which the people have completed. other activities have included pottery at Sherwood pottery, with some examples of pots made by the residents on display. There is also a computer, and everyone living at the home has a personal e mail account, and can use the web cam and skype to talk to family and friends. Recently some people have been approached to join facebook, the manager said that a policy is being developed, as there are issures of confidentiality, and sharing of information with facebook, which have been reported in the wider media, and the staff are concerned that people living at the home are not put in a vulnerable position. Hence the policy, which will help protect Care Homes for Adults (18-65 years) Page 16 of 28 Evidence: individuals, while supporting them to take part safely in this activity. All five people living at the home attend some structured activity away from the home during the week, at a local college, but also spends at least one day a week at the home for personal development, where they are sorting out their washing, and doing personal shopping, and perhaps going out for lunch. Discussions with the manager indicated that there is provision within the budget for activities, which are seen as part of the individuals wider development. The home sits on a main road approximately two miles from the city centre. There is an adapted minimbus with a wheelchair lift available for people to access the wider community, and there is a great deal of photographic and documented evidence in files showing people taking part in community activities, including lunches out, attending evening social groups, visiting friends and family, and shopping trips. Some of the people living at Belvoir Lodge are not originally from Nottingham, and have families who live in other parts of the country. The staff help arrange visits to see families, with in some cases a weekend with their family. Family members are welcome to visit Belvoir Lodge, and there is an open door policy, although this tends to be by appointment, due to the distance family members have to travel. The profound nature of peoples learning disability and associated communication difficulties means that the staff take responsibility for many of the tasks involved in everyday living, however individuals are involved as much of possible, and there is a clear emphasis on inclusion and choice in the day to day lives of the people living at Belvoir Lodge, and this is supported by the staff knowing the people very well, and developing an understanding of their communication, particularly their non-verbal communication. This is borne out in the documentation in individuals files, and in the further development of the communication passports. The kitchen has been equipped with hi lo worktops to enable people in wheelchairs to be able to access them. People who live at the house are actively encouraged to make choices around food, and menus, and this is done through the use of pictures and signs and symbols, they are also involved in cooking, and food preparation, as was evidenced by a number of photographs. In addition receipes are downloaded off of the Internet, where photographs are available to assist people with communication diffficulties. Care Homes for Adults (18-65 years) Page 17 of 28 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 living at the care home receive personal support in the way that they prefer, and they are protected by the policies and procedures in place for dealing with medication. Evidence: Belvoir Lodge is very well equipped with the necessary equipment to help in moving and handling, including hoists, and there is an overhead tracking system for moving people their bedrooms to the bathroom. Issues relating to personal care, incvluding personal preferences are noted in the communication passports, together with photographs to ensure consistency. There is a policy in place which says that male staff will not carry out personal care for females living at the home. There are plans to install a specialist Aster Bannaman bath, which will improve the options available for people living at the home, and there is also an environmental control box, which allows people to remotely open and close their curtains, and turn the TV, lights and stereo on and off. Both peoples files that were seen, contained care plans relating to health care. In addition there were records of healthcare professionals, such as doctors and nurses involvement. A nurse is available twenty-four hours a day, through the main school. Care plans also contained information for staff on for example epilepsy, and there were also records of hospital visits to see a consultant when and where necessary. Care Homes for Adults (18-65 years) Page 18 of 28 Evidence: The medication at Belvoir Lodge is supplied by Boots (the Chemists). The records relating to administration of medication together with ordering, and returning medication to the pharmacy was seen, and all found to be complete and correct, with no obvious errors. Medication was also seen to be stored securely. No one living at Belvoir Lodge self-medicates. The records and systems in place indicated that people living at the home are safe from the point of view of medication. Care Homes for Adults (18-65 years) Page 19 of 28 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 living at the care home and their relatives feel that their complaints are listened to and acted upon. The policies and procedures in place ensure people are protected from abuse, neglect and self harm. Evidence: Belvoir Lodge has received three complaints since the last key inspection in January 2007. A review of the complaints showed that they had been dealt with in line with the homes complaints procedure, which is on display, and also forms part of the service user guide. No safeguarding referrals have been made since the last key inspection. In their AQAA they said: There are policies to support and promote the rights of residents and their advocates to make complaints and raise concerns. A review of the staff training records in relation to safeguarding adults, showed that half of the care staff had undertaken this training in February 2009, with further dates arranged through the year for the remainder of the staff team. The training is aimed at raising staff awareness of abuse, and issues around abuse and through raising those issues, offering people greater protection against abusive practice, while also making sure that the staff understand the correct policy and procedure to follow if abusive practice is found. Two members of staff were asked about safeguarding adults training and both said they were aware of the issues, and had undertaken this training. Care Homes for Adults (18-65 years) Page 20 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, 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People at the care home live in a safe, homely and comfortable environment, bedrooms suit their needs and lifestyle, and promote independence. Evidence: Belvoir Lodge is situated in a converted bungalow, the fixtures and fittings are to a high standard, with the design of the building taking into account the needs of the people who live there, with an open plan design, and wide doors for access. There are many design features to assist the people living at the home, for example ramped access to the front and rear, an overhead tracking system and double doors, and specialist bathing and shower rooms designed to meet the needs of people who have restricted mobility. Discussions with the manager showed that plans are at an advanced stage to convert the building from a four bedroomed to a five bedroomed bungalow, so that there are no longer any shared bedrooms. Work is expected to start in early summer. Since the last key inspection, the rear garden has become established, so that it provides a private area, with a sensory garden, and quiet sitting areas. Belvoir Lodge employs a cleaner five mornings a week, and on the day of the inspection, they were seen cleaning in a number of areas of the building, which was found to be clean and tidy, with no unpleasant odours or signs of stained carpets. The cleaning cupboard, which was seen had plentiful supplies of good quality cleaning materials. Care Homes for Adults (18-65 years) Page 21 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, 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 living at the care home have their needs met by appropriately trained and well supported and supervised staff. Evidence: The staffing rota showed sufficient staff numbers to meet peoples needs. A review of staff training records were seen, and these showed that there is a good training programme in place for all staff, covering training issues relevant to the work being undertaken, including the mandatory training courses in moving and handling, fire safety and food hygiene for example. Discussions with two members of staff about training identified that staff are being offered training, and they thought that their training needs were being well met. Four staff files were seen and these all contained information that showed that staff had been recruited safely, in that every applicant had been through a formal recruitment process, and had filled out an application form, provided two written references and had undergone a Criminal Records Bureau check. Two members of staff were asked about their recruitment, and both said they had been through a formal recruitment process, having filled in the necessary forms, been through a formal interview, and undergone the required checks. In their AQAA they said: All new staff complete a TOPPS Induction programme and are subject to a six month probationary period. All staff have an enhanced CRB check which is updated every three years. A satisfactory medical report and two references are taken up prior to staff starting at Belvoir Lodge. Care Homes for Adults (18-65 years) Page 22 of 28 Evidence: The care industry considers National Vocational Qualifications (NVQ) to level II in care to be the basic qualification for staff working in residential care. A review of the staff training records and their AQAA showed that currently there are twenty-one staff at Belvoir Lodge, of whom there are fourteen staff with a minimum of NVQ level II qualifications, and several with NVQ level III. Nottingham City Council provide the training for the NVQ courses. Belvoir Lodge has a formal staff supervision system in place, in which staff receive supervision, either with the manager or with one of the other senior members of staff. This is usually in a one to one meeting. Individual staff supervision records were seen, and checked against the National Minimum Standards. Formal supervision offers staff support and guidance in carrying out their work, and is seen as an essential management tool in residential care. Two members of staff were asked about formal supervision, and they both said they felt well supported, and were receiving regular supervision sessions. Care Homes for Adults (18-65 years) Page 23 of 28 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People living at the care home can be confident their views underpin all self monitoring, review and development plans. The health, safety and welfare of everyone at the care home are promoted and protected. Evidence: Paula Henderson is the Registered Manager. She is suitably qualified and experienced, and she has been judged by the Commission to be a fit person to run a care home. Paula became the registered manager when Belvoir Lodge opened in 2006. The last Annual Quality Assurance Assessment (AQAA) received from Belvoir lodge arrived in September 2008. This had been completed by Paula Henderson, the registered manager, and had been completed in a professional and competent manner, providing all of the information asked for by the Commission, and in sufficient depth to assist the key inspection process. Belvoir Lodges quality assurance system relies primarily on Regulation 26 visits (these are monthly audits by a representative of the owners management team.) The documentation showed that these visits are taking place on a monthly basis, as recommended by the National Minimum Standards. Copies of reports were seen and reviewed. Currently there are no surveys for people who live at the home, their Care Homes for Adults (18-65 years) Page 24 of 28 Evidence: relatives or visitors, although the manager said that this is being reviewed with input from the advocate. Belvoir Lodge do not hold formal meetings for the people who live there, due to the communication difficulties involved, however the advocate has been working with the staff and people living at the home around ways of expressing views, and this is done on a much more individual basis, rather than full meetings. A range of different health & safety records were seen, including the fire safety records, water temperature checks and the Control of Substances Hazardous to Health (COSHH) records, all were found to be correct and up to date, which shows that people are living and working in a safe environment. Care Homes for Adults (18-65 years) Page 25 of 28 Are there any outstanding requirements from the last inspection? Yes  No  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 26 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 Description 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 Description 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 39 An in-house satisfaction survey/ questionnaire for the relatives of the people who live at Belvoir Lodge and visitors would assist and enhance the quality assurance processes that are in place. Care Homes for Adults (18-65 years) 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). 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