Care Home: Bramley Court

What the care home does well We received many positive comments from residents and their relatives about Bramley Court including: ` the nursing and caring is excellent, and staff are attentive and caring and are proactive on health care, they keep the family informed` and `the quality of care is good` and `residents always are able to have a say or complain if not happy`. Activities and outings continue to be given a high profile in the home ensuring that residents have access to entertainment stimulation and social interaction. Residents` end of life wishes are clearly recorded in their care plans ensuring their preferences at this important time are known and can be respected by staff. Residents` needs are met by well trained and competent carers. What has improved since the last inspection? There have been many improvements since we last visited this home: Staff at the home have been working closely with a specialist dementia care company and care practices on the dementia unit have improved greatly as a result. The environment of the dementia care unit is better, with clearer signage and orientation aids to help residents find their way about, and objects of interest easily available to stimulate them. Information about adult protection is now available of each floor of the home so that residents, relatives and staff have the information they need should they wish to report concerns. At least 50% of staff now have an NVQ level 2 in care or above ensuring that residents receive their care from qualified and competent staff. The use of agency staff has decreased considerably since we last visited ensuring that residents receive consistent care from a stable staff group who know them well. The home now actively involves residents in the recruitment and selection of new staff, giving them a real say in the people that will look after them. Door closures have been fitted to all doors to ensure they close fully in the event of fire to protect residents. What the care home could do better: Important information contained in the home`s statement of purpose and service user guide should be given to prospective residents before they move in (and especially when they are not able to visit beforehand), so that they have good details about the home to help them decide if it is where they want to live. Information around the home specifically for residents should be produced in large print to make it easier for them to read. Care plans should contain much more information about residents` past lives and history so staff can use this to engage meaningfully with them. Understanding someone`s life story is often the most accessible way for a resident with dementia who has memory problems to communicate and be themselves. All medication must be signed for by the person who actually administered it so there is a clear record of who has given what. In particular, care staff must sign the medication records to show that they have administered topical applications such as creams. The actual amount of variable dose medication given to residents must be recorded to ensure there is an accurate record of what they have received. Laundry systems at the home must improve to ensure that residents` clothes are looked after properly and are available when needed. Key inspection report Care homes for older people Name: Address: Bramley Court Bramley Court Care Home Chivers Way Histon Cambridgeshire CB4 9YR     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: Janie Buchanan     Date: 2 7 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 Older People Page 2 of 28 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) © 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 Older People Page 3 of 28 Information about the care home Name of care home: Address: Bramley Court Bramley Court Care Home Chivers Way Histon Cambridgeshire CB4 9YR 01223236105 01223234289 charlie.carter@carebase.org.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Carebase (Histon) Ltd Name of registered manager (if applicable) Mrs Jacqueline Wicks Type of registration: Number of places registered: care home 67 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is 67 The registered person may provide the following categories of service only: Care Home with nursing - Code N To service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP Dementia - Code DE Date of last inspection 1 2 0 5 2 0 0 9 67 0 Over 65 0 67 Care Homes for Older People Page 4 of 28 Brief description of the care home Bramley Court is a new, purpose built residential care home with nursing that provides care and accommodation for 67 older people. It opened on 17 March 2008 and is owned by Carebase (Histon) Ltd who already own and manage three residential and four nursing homes. Weekly fees for residents vary between £650 and £950 depending on their needs. 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: two star good 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: For this inspection we (The Care Quality Commission) looked at all the information we had received about the home. This included the annual quality assurance assessment (AQAA). The AQAA is a self assessment that focuses on how well outcomes are being met for people living in the home. It also gave us some numerical information about the service. We visited the home and talked to residents, visitors, members of staff and the manager. We checked a sample of medication storage and administration records, toured the premises to check on health and safety, and viewed a range of the homes policies and documents. An expert by experience (ex by ex) was part of our inspection (an ex by ex is someone who has direct experience of using care or are involved in running social care services). During this inspection our ex by ex looked at the quality of activities, admission procedures, laundry and how staff interacted with residents. Her feedback is included in this report. Care Homes for Older People Page 6 of 28 We had lunch with the residents to check on the quality of food and observe how staff supported residents to eat. We also received a number of completed surveys asking residents, their advocates and staff their opinion of the home. Care Homes for Older People Page 7 of 28 What the care home does well: What has improved since the last inspection? What they could do better: Important information contained in the homes statement of purpose and service user guide should be given to prospective residents before they move in (and especially when they are not able to visit beforehand), so that they have good details about the home to help them decide if it is where they want to live. Information around the home specifically for residents should be produced in large print to make it easier for them to read. Care plans should contain much more information about residents past lives and Care Homes for Older People Page 8 of 28 history so staff can use this to engage meaningfully with them. Understanding someones life story is often the most accessible way for a resident with dementia who has memory problems to communicate and be themselves. All medication must be signed for by the person who actually administered it so there is a clear record of who has given what. In particular, care staff must sign the medication records to show that they have administered topical applications such as creams. The actual amount of variable dose medication given to residents must be recorded to ensure there is an accurate record of what they have received. Laundry systems at the home must improve to ensure that residents clothes are looked after properly and are available when needed. 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 Older People Page 9 of 28 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 28 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Prospective residents needs are assessed fully before moving into the home so they can be assured they will be met there. Evidence: There is a statement of purpose and service users guide that give good information about the home and the services it offers. However, this information is only available to residents in the homes reception area making it inaccessible for residents who do not visit before moving in. One staff member who regularly assesses prospective residents told us she doesnt give people written information about the home. Despite this, most residents who completed our survey told us they did receive enough information about the home to help them decide if it was right for them. Senior staff assess all prospective residents and all files we checked contained good evidence that peoples needs had been fully assessed before they moved in to ensure they could be met at the home. Residents are also issued with a contract that states Care Homes for Older People Page 11 of 28 Evidence: the terms and condition of their stay at the home. Residents are able to visit the home where possible and our ex by ex reported:all but one of the people that I spoke too hadnt actually visited the home prior to moving in but had been assessed either in hospital or in their own homes by a member of staff. Some had relatives who had visited and chosen the home. One gentleman had visited and had the opportunity to share a meal there before making a decision about moving in. A lady had actually visited a friend who had lived there so was familiar with the home. However, one resident we spoke to told us they received no information about the home and did not even visit first. They described the move as a complete shock having been moved from their previous care home of six years. Care Homes for Older People Page 12 of 28 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents receive the care and medical attention they need, and their health is monitored closely. Evidence: The home has been working closely with a specialist company to review its dementia care and has implemented many positive changes as a result (e.g. staff no longer wear uniforms on the dementia unit the environment has been made interesting and stimulating and residents are offered choices in a more accessible and understandable way). Staff told us they had learnt a lot from the training and it had given them much greater insight into how the disease affects people. We checked the care plans for four residents. The detail in them was generally good and clearly identified residents needs and what staff must do to meet them. There was good evidence that the plans had been reviewed monthly and that residents had agreed to the care they were to receive. The care plans showed us that residents saw a wide variety of health care professionals and had their weights, falls risk, and nutrition closely monitored. No resident currently has a pressure sore at the home. Care Homes for Older People Page 13 of 28 Evidence: However information about residents past life, their occupation, their childhood and family history etc was lacking in two of the plans. This information is especially important for residents with dementia so that staff know their backgrounds and can use the information to engage with them meaningfully. The layout of the plans was also a little confusing and it was hard to locate specific information quickly. Almost all residents we saw looked clean and well cared for, however we noted two residents on the dementia care unit who looked a little unkempt: one had unsightly chin whiskers that had been left to grow, and the other had very messy hair that needed attention. Another relative told us that her husband had not been dressed in his shirt that day, just a vest and jumper. Residents dignity is maintained and out ex by ex commented: As some of the ladies prefer female staff to attend to personal needs to ensure dignity and avoid embarrassing situations a pink star is placed on the en-suite door. This is also helpful if there are agency staff on duty. However we received many complaints about how the home cares for peoples clothes. One resident told us: clothes are often ripped un-ironed and have been mixed with other colours. Clothes cost a lot of money to be ruined. Laundry often not returned on time and run out of things to wear. The manager was aware of these concerns and had employed a new laundry assistant as a result. We checked medication storage and administration on two floors. There has been improvement since we last visited: room and storage temperatures were recorded; daily hand written additions to the printed MAR sheets had been signed and dated; there were very few gaps in the MAR sheets; and there were descriptions on the front of each MAR sheet giving staff detailed instructions on how each resident took their medication. However we noted the following shortfalls: the amount of variable dose medication on 3 occasions had not been recorded making it impossible to tell how much medicine had been administered; carers had not been signing the MAR sheets to show they had given residents topical application such as creams; and there was no clear information explaining the change in prescription for one resident. Care Homes for Older People Page 14 of 28 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Activities and mealtimes are well managed at the home, giving residents opportunity for stimulation and interaction. Evidence: Our ex by ex told us: There are two full time activity co-ordinators and one part time. From both observing, and talking to people, there are plenty of activities going on. This morning it was a time for reminiscing and there was a great deal of laughter and obvious enjoyment. Several people told me that last week they celebrated St Georges Day. Some dressed up and the dining rooms were decorated. There are board games, hand and feet massage, gardening, music and movement, to name a few activities available. Residents also have access to a minibus and there are weekly outings to places of interest which residents told us they really enjoyed. A weekly activities schedule is clearly on display around the home so that residents know what is happening each day. Some residents continue with previous activities and we met one person who was on their way out to a local day centre that she visits twice a week. We took lunch with the residents. This was a pleasant and unhurried affair and staff worked hard to ensure residents were offered genuine choice in what they ate and drank. Equipment (such as plate guards) was available to help residents who needed Care Homes for Older People Page 15 of 28 Evidence: them. Our ex by ex reported: Several residents said the food is good and that there is choice. One person said The food is always good but sometimes it is excellent! One or two said It isnt quite like home cooking and another said You cant please everyone all the time. I was able to observe lunch time and was impressed to see the tables all nicely set with linen table napkins and a vase of flowers. This all helped to enable a good social atmosphere. Music was quietly playing in the background but not to prevent conversation. Care Homes for Older People Page 16 of 28 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents feel able to raise concerns and they are taken seriously by staff at the home. Evidence: Details of how to raise concerns are included in the homes statement of purpose and residents guide. There is also a poster on each floor explaining how to complain. The manager keeps a detailed log of complaints received and two received recently (concerning missing laundry and an unclean bedroom) had been investigated appropriately and responded to in writing within reasonable timescales. Residents who completed our survey told us they knew how to complain and those we spoke to felt confident their concerns would be taken seriously. One relative told us: any comments or concerns we have had as a family have always been taken note of and acted upon. We have received one complaint concerning staffing levels, poor infection control and medication administration. We investigated these concerns as part of this inspection and have not upheld them. Information about adult protection and who to contact is displayed around the home (although this information should also include details of the social services contact centre) so that people have the information they need should they wish to raise concerns. Staff we spoke to told us they had received training in this important matter Care Homes for Older People Page 17 of 28 Evidence: and showed a satisfactory knowledge of reporting procedures. Care Homes for Older People Page 18 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents live in a comfortable and well maintained environment. Evidence: Our ex by ex was shown round the home and reported My first impressions were of a clean spacious home that is well cared for. There are lounges and dining rooms on each floor and nurses stations. In one of the dining rooms there is a cinema screen where movies are sometimes shown. There is a hair dressing room where there is opportunity to be pampered. There are also bathrooms on each floor with hoists to access the baths. Each bedroom also has a lot of personal belongings small items of furniture pictures and ornaments so they all have an individual stamp to them. On the ground floor the French windows opened to a garden area that had tables and chairs scattered about. As the sun was shining it looked very inviting and some people were enjoying the fresh air. The homes dementia care unit has improved hugely since we last visited. There were objects of interest along long corridor walls to stimulate residents; there were items such as newspaper games and picture books left lying around for residents to access; and memory boxes had been placed outside each bedroom door to help residents find their room. However, this unit is on the top floor, making access to the homes attractive gardens very difficult and making residents utterly dependent on staff to get out there. Care Homes for Older People Page 19 of 28 Evidence: The home was clean and hygienic and there were no unpleasant smells anywhere. We viewed hand cleaning stations throughout the building and staff told us they have easy access to gloves and aprons to reduce the spread of infection Care Homes for Older People Page 20 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. Residents are looked after by well trained staff in sufficient numbers to meet their needs. Evidence: Residents who we spoke to clearly rated the staff that looked after them. One told us: in over a years residence to date have never seen a member of staff inpatient or irritable with an inmate. One relative stated: the staff are extremely good and really consider people. Our ex by ex reported: I was informed by a member of staff that the manager liked to have one health assistant to five residents. On the nursing floor and the dementia unit there were also two trained nurses. All staff have in-house training on a regular basis and had recently been doing work on teamwork. This showed, as they all worked well together and created a happy relaxed atmosphere even though they were extra busy with new admissions. When asked the people that I talked to said they never had to wait long if they rang for help. In fact I didnt hear a buzzer all the while I was there as the staff were constantly alert to any needs. The use of agency staff has reduced considerably since our last visit. However two relatives told us they felt staff should have more time to sit and chat with residents. We checked the training files for three members of staff all of whom had received up to date training relevant to their role. 21 of 32 care staff have an NVQ level 2 in care or above which is well above the national minimum standard. All team leaders hold an Care Homes for Older People Page 21 of 28 Evidence: NVQ level 3 in care. We checked the personnel files for two recently employed members of staff which showed us that appropriate checks and references had been obtained to ensure they were suitable to work with vulnerable adults. A resident from the home is part of the interview panel for prospective employees ensuring residents get a real say in who looks after them. Care Homes for Older People Page 22 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. Residents live in a well managed home, with staff who feel valued and supported. Evidence: Both the manager and head of care are qualified nurses with good experience of working with older people. They are both clearly committed to providing a good service and have worked hard to bring about many positive changes to the home in the last year. Staff told us they received good support from their managers and that their views and suggestions were listened to. Files we checked showed that staff had received regular and meaningful supervisions where they got feedback about their working practices and where their training needs were identified. There are a number of ways in which the quality of service is monitored. Residents complete a food satisfaction survey every week and there is a general satisfaction survey every 12 months. There are regular clinical governance meetings amongst senior staff to promote good practice and the manager and head of care conduct regular audits of the homes systems. There are regular residents meetings minutes Care Homes for Older People Page 23 of 28 Evidence: of which are posted on each floor (although these could be displayed in much bigger print to make them more accessible to residents). We viewed recent minutes which showed that residents were actively consulted about a number of issues including the homes menu, activities, maintenance, work and the laundry. There is also a regular newsletter which is circulated to residents informing them of any changes at the home. The home holds cash for some residents and we checked a sample of cash sheets and receipts. These were satisfactory bar one minor discrepancy. The homes kitchen has been awarded 5 stars ensuring that resident receive food that has been stored handled and cooked to the highest standards 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 7 15 Care plans must contain information about residents past lives and history. You must do this to ensure that staff know this important information. 01/07/2010 2 9 13 The actual amount of variable dose medication given to residents must be recorded. You must do this to ensure there is an accurate record of what they have received. 01/06/2010 3 9 13 Records made when medications (such as topical creams) are given to residents must be accurate. You must do this to demonstrate that residents receive their medication as prescribed. 02/06/2010 4 10 12 Laundry systems in the home must improve. 01/06/2010 Care Homes for Older People Page 26 of 28 Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action You must do this so that residents clothes are properly cared for and available when needed. 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 1 37 Residents should be given full information about the home before they move in. Information for residents should be produced in a format that is easily accessible to them Care Homes for Older People Page 27 of 28 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. 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. 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