Care Home: Brendon House

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What the care home does well The home is due for imminent closure and most of the residents and staff will transfer to a purpose built modern facility in Chesterfield as a result. In spite of this development the standards of operation of the home have been maintained and the quality of the physical environment has not been allowed to deteriorate. The morale of the staff has remained high and both they and the residents we spoke to said they are looking forward to the move positively and with a high expectation. As one member staff said `it`s been business as usual as far as we are concerned`. Staff have continued to work in planned ways and have clear documentation to help them care for and support people in their day to day needs. People`s needs are properly assessed and their healthcare needs are effectively met. Staff have a good understanding of older people and ongoing training about caring for the needs of people suffering from dementia has been arranged in preparation for their move to the new unit. In addition, staff said that they have received a good amount of training in the past year and they has been a high level of achievement with the National Vocational Qualification (NVQ), well in excess of the required standard; this helps them do their jobs more professonally and consistently. Staff expressed views that demonstrated that they are very committed to the people living at the home. What has improved since the last inspection? The home`s manager has continued to maintain a good standard of service and individual care, and all of the legal requirements made at the last inspection, related to weight monitoring, staff gender balances and medicines management have been carried out. Improvements have contiued to be made with the home`s administrative systems and documentation, and there have been additions to the management team to support this. What the care home could do better: Because of the imminent closure of the home and good standards of care have been maintained, we have not made any legal requirements or good practice recommendations as a result of this inspection. Key inspection report Care homes for older people Name: Address: Brendon House Brendon Avenue Loundsley Green Chesterfield Derbyshire S40 4NL     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: Brian Marks     Date: 2 6 0 1 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 26 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for 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) 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. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 26 Information about the care home Name of care home: Address: Brendon House Brendon Avenue Loundsley Green Chesterfield Derbyshire S40 4NL 01629537610 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: www.derbyshire.gov.uk Derbyshire County Council care home 31 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: Brendon House care home is registered to provide accommodation and personal care for service users whose primary care needs fall within the following category: Old age, not falling within any other category (OP) The maximum number of persons to be accommodated at Brendon House is 31 Date of last inspection Brief description of the care home Brendon House is situated in the Loundsley Green area of Chesterfield, close to local shops and public transport. The home provides accommodation on two floors and personal care for up to 31 older people. There is an extensive garden, part of which has been fenced to provide a secure area for residents to use. Derbyshire County Council owns Brendon House and the authority has plans to provide a replacement building in 2010. Residents and their families have been made aware of these plans. The home is not accepting anyone on a permanent basis until after the closure to minimise disruption. The authority has undertaken a programme of refurbishment that reflects the proposed lifetime of the building. The home provides both short-term Care Homes for Older People Page 4 of 26 Over 65 31 0 Brief description of the care home respite and long term care provision. A copy of the homes service guide is available for people in the main reception area. Care Homes for Older People Page 5 of 26 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home 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: This was a Key unannounced inspection that took place at the home over one day. Additionally, time was spent in preparation for the visit, looking at key documents such as previous inspection reports, records held by us, the written Annual Quality Assurance Assessment document (AQAA), which was returned before the inspection, and surveys that had been previously sent out to the homes staff, the people living there and their families. All of the above material assisted with the preparation of a structured plan for the inspection. The information from the surveys that were returned before the inspection was analysed and the outcomes included in the inspection process and reflected in this written report. At the home, apart from examining documents, files and records, time was spent speaking to the homes manager, who was in charge of the home during the visit and the service manager who was present throughout the inspection. We also spoke to the staff working on the day shift. The care records of two people who live at Care Homes for Older People Page 6 of 26 the home were examined in detail and they were interviewed along with some of others. No other inspection visits have been made to the home since the last Key unannounced inspection on 11 February 2009 and the assessment was made against the key National Minimum Standards (NMS) , as well as other Standards that were felt to be most relevant. Care Homes for Older People Page 7 of 26 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 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 26 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 26 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People do not come to live at the home without the care they need being properly identified, which the staff are encouraged to individualise and to make person centred for everybody. Evidence: In the AQAA we were told about the detailed admissions process that people coming to live at the home go through, and about the information that is given out so that they can make an informed choice about the home. We looked at the care records of two people living at the home, including somebody who had moved in about a month before the inspection, and another who had previously spent a number of short respite stays at the home and whose future was unsure. Within these records, there were assessments of the physical care needs of the person concerned and these assessments were carried out at, or before, the time that the person came to live at the home. They were both completed to the same Care Homes for Older People Page 10 of 26 Evidence: standard, using the same documentation, and the information had been obtained from the person concerned, from their family, or from a care manager who had made the arrangements. Neither record contained much more than a brief social history, although it was the homes stated intention to provide person centred care for everybody living there. Both care files had a recent photograph of the the person concerned. All of the care records looked at contained an assessment of the risks related to their lives and were covered in detail where they had been identified as an issue; they included mobility and safe handling as well as asessments related to good skin integrity, falls, nutrition and any general issues relating to their immediate environment. There was system in place to evalute them for their effectiveness on a periodic basis and to make sure that they were still relevant and up to date. The home does not provide intermediate care. Care Homes for Older People Page 11 of 26 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. The people living at the home have care and risk assessment records that promote safety and consistency, and staff work in ways that respect individuality, privacy and dignity, including the management and administration of medicines. Evidence: In the AQAA we were told how the delivery of personal care is underpinned by clear policies and occurs within a safe environment following careful assessment and individual planning. We were also told how the homes management and staff are committed to work closely with outside agencies and how the senior staff are trained to administer medicines safely. The two care records that we looked at all contained a detailed care plan prepared by the homes senior staff. These were developed using standardised documentation of the Adult Social Care Department and gave clear descriptions of the areas where people need help. Because of the timescales involved only one included evidence that they had been looked at and evaluated. As mentioned above, none of the records contained detailed descriptions of the persons social history and interests; these Care Homes for Older People Page 12 of 26 Evidence: would help to fulfill the provision of a person centred approach to care for the people living at the home. The care plans that we looked at indicated detailed actions for staff to carry out, and staff told us that the care documentation was consulted by them on a regular basis and helped them carry out their duties properly. There were clear records of the medical and health needs of residents being regularly monitored, and also of visits by outside professionals such as G.P and district nurse. Additionally in the written records and from the direct comments and written feedback we received, it was clear that the staff at the home work hard to care in sensitive and dignified ways, and to keep people as independent as possible: My admission here was handled safely in the middle of the night after the Police had to break into my home. Staff made me feel at home right away. Staff have helped me to settle in well and plan for my future which looked very uncertain at first. I am now living more of a routine and pattern which I wasnt at home, and I feel in control of my life. Everything is done discreetly and I can choose to just have female staff. Im able to see the doctor or nurse when I want. Staff here are very good at attending to the little important things. Life is good here, its like being at home. We looked at arrangements for managing medicines at the home during this inspection and found that the receipt, storage and administration were satisfactory. There were clear protocols in place for staff to use when they administer irregular (PRN) medicines, and medication was stored securely using a Monitored Dosage System for most of the medicines in use; entries in the written records had been made properly. Arrangements for the management and storage of controlled drugs was satisfactory. We were able to confirm that all of the staff involved in medicines administration had all received training from the homes pharmacist and there was an indication of audit checks being carried out on a routine basis. Care Homes for Older People Page 13 of 26 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People at the home enjoy lifestyles and routines that suit them and take part in leisure and social activities, along with opportunities to be involved with groups from the local community. Evidence: In the AQAA we were told about regular meetings with people living at the home to discuss routines of the home and activities that they would like. We were also told about some of the things taking place at the home and arrangements for meals and diet. One of the care staff has been assigned responsibility for arranging activities during part of the week and he told us about the things that had been organised. These included various craft and arts sessions, bingo sessions, outings during spring and summer, visits by entertainers and a gospel singers group and church attendance for those that wish. There was nothing structured on the day of the inspection. The people we spoke to confirmed that they are happy with their lives at the home and that they are able to do very much what they like. They develop their own routines, including spending their time in the communal areas or in their rooms; the Care Homes for Older People Page 14 of 26 Evidence: former is where most people spend their time, although we saw a small number who were in their rooms out of choice. The people we spoke to told us: Since Ive been here the life of the home has brought me out of my shell. I read a lot and watch TV, and often go to my room to read. Last night I had a really good game of bingo with all of the others. I have newspaper every day and we have socialising and drinks in the evening. We also received written feedback from our own surveys and were told that there are always activities for people to take part in. A brief visit was made to the kitchen and the cook described current arrangements. Good standards in the catering service have continued, and she works to a four week menu. We noted from a sample of menus that there was a variety of traditional style meals on offer and that a choice at the main meals of the day is available, with a hot option available for breakfast and at teatime. People were positive in their feedback about the standard of food at the home, with several mentioning good quality and quantity: The food is very good, theres nothing I dont like. I sometimes supplement things with my special favorites and the cook looks after things for me. Arrangements for purchase, storage and stock control of food supplies were satisfactory. The cook routinely deals with people who have special dietary needs, and at the time of the inspection these included diabetic, with softened diets a feature in the past. Her arrangements for these indicated a careful approach to individual needs. Care Homes for Older People Page 15 of 26 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home responds to complaints made by residents and their representatives according to a written procedure, and aims to protect them from harm. Evidence: In the AQAA we were told that the home aims to ensure that people living there are safeguarded from all types of harm and abuse and that staff receive regular training to help them do their jobs properly. We were also told how complaints are taken seriously and are always looked at speedily with consistent feedback. The AQAA indicated that there had been one complaint since the last inspection and our examination of the homes records indicated that investigations had been properly carried out and recorded by the homes line manager, and that there had been a satisfactory resolution of the problem. In the feedback that we received everybody said that they knew about making a complaint and were confident that they would be listened to: I always go and see Amanda, the manager, if Ive got a problem. The AQAA told us that the home has continued to train staff in their responsibilities to protect vulnerable adults in their care, and the records we looked at supported this. Staff have received refresher training regularly, and this subject had also been covered in more detail when staff complete a National Vocational Qualification (NVQ). As the home is operated by the Local Authority, it is automatically governed by the statutory policies and procedures on safeguarding vulnerable adults, and records indicated that there had been no referrals or investigations under these procedures Care Homes for Older People Page 16 of 26 Evidence: since the last inspection. Care Homes for Older People Page 17 of 26 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, 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. The physical aspect of the home has been maintained to a good standard and people continue to enjoy a comfortable environment suited to their physical needs. Evidence: In the AQAA we were told about continued redecoration and maintenance of the home, in spite of plans for its imminent closure, and also about the continued purchase of small items of equipment and of furniture when it has been needed. From a brief tour of the building with one of the managers and visits to some of the bedrooms we saw how good standards of decoration and furnishing have been maintained and we saw the changes and improvements that have been made. As we have said above, this is in spite of the fact that the home will be closing shortly and residents moving to a new site. As rooms have been vacated those still in occupation have been kept in the same area of the home so that there wasnt an atmosphere of emptiness and peoples comfort had been maintained. Communal areas were light, warm and comfortable and we also noted that bedrooms had good levels of personalisation to suit individual residents and which create a sense of personal space. There was a good range of equipment for staff to help people with mobility difficulties. Comments from people living at the home were positive about the standards of comfort and cleanliness offered: My room is lovely with my own furniture and TV. All the recommendations made at the last visits by the Fire and Environmental Health Care Homes for Older People Page 18 of 26 Evidence: Officers have been carried out, and the report from the latter rated the home as five star, the top rating achievable. On the day of the inspection the home was clean, tidy and free from odours and everybody spoken to was complimentary about the service provided by the laundry. All residents observed in the home were seen wearing clean and well presented clothing. Care Homes for Older People Page 19 of 26 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent 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. The home has satisfactory numbers of staff to carry out the care needs of the people living there and they have been recruited and trained to do their jobs properly and in a professional way. Evidence: In the AQAA we were told about staffing arrangements at the home and also about the training and qualifications that have been achieved in the past year. We were told how a high level of staff qualification has been achieved across all grades and that the management team have a variety of qualifications to help them support staff more professionally. During the inspection we spoke to some of the staff on duty during the day, and they reported that morale was currently good with everybody looking forward to the challenge of working in the new unit and working with new colleagues. They told us that there had been few changes in staff at the home since the last inspoection, and that the staff group offerred stability and consistent care to the people living at the home. They told us that theyre a good team here, a very caring group of people, that training is very much part of our daily life and most of us have done NVQ level 2; we get sufficient training to do the job well and that we work well together and support the residents to remain reasonably independent. We were able to confirm this through sampling of individual staff files and the overview of the Training Pathway Care Homes for Older People Page 20 of 26 Evidence: being implemented for all frontline staff. Apart from the key health and safety subjects and a session on safeguarding vulnerable people, a course about caring for people with dementia will have been covered for all staff before they transfer to the new unit, as part of their preparatory programme. Records confirmed the high proportion of staff with an NVQ level 2, which the manager described as a recent priority for the home and the homes success in this area is to be commended. The personnel records of the last carer to be appointed was looked at and this supported that their recruitment had been carried out properly with the right checks being made; these included two written references from previous employment and a check by the Criminial Records Bureau (CRB) being obtained before hands on work actually starts. A detailed induction programme of basic training is carried out at this time. Examination of the duty roster and discussion with staff indicated levels of staff on duty that were satisfactory, with the target of two care staff throughout the day and a third in the mornings (for currently fifteen residents) routinely being achieved. The manager is supernumeray to these numbers for five days a week. Staff told us that the impact of this was for a workload that is not too great physically at present. In the written feedback we received from people living at the home and their families, we were told that there is always or usually enough staff on hand to meet peoples needs. ec were tolf that for the staff at this difficult time it is very much business as usual. Care Homes for Older People Page 21 of 26 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. The home is generally a well managed and safe environment in which to live and work. Evidence: In the AQAA we were told how the homes administrative systems have been improved and the management team boosted with new recruits. We were also told about the impact of legislation on the running of the home and how this has an impact on the lives of the people living there. The manager is registered with the Commission, has been in charge of the home for some years and has achieved the recognised management qalification, the Registered Managers Award. She has also continued to access other qualifications to support her own knowledge as well as that of the staff team. We were told that she will be moving to new employment shortly after this inspection, and we met the registered manager of another home operated by the Council in Chesterfield, who will be overseeing the move of staff and residents to the new unit. We also spoke to the homes service manager, who was present during the inspection and he described how the new developments were progressing. Care Homes for Older People Page 22 of 26 Evidence: There have been regular monthly meetings for the staff group in the past year, and planned meetings between manager and individual staff, supervision, have been occurring, but not regularly enough to meet the National Standard. However, the staff we spoke to were positive about the way the home is run and how the management team supports them if they have any problems. The feedback, both verbally and in writing from people living at the home and their relatives, was positive about the general aspects of how the home is run, with comments about the homely style and approachability of managers and staff. The Council has introduced a system of Focus Groups to support the process of consulting with the people living at the home, and meetings are held regularly with them and their relatives as a group. Consultation is done in this way because it was felt that other methods were not being very productive and people were not responding very well. The homes service manager described regular auditing of the homes systems and these included general health and safety matters, medicines and care plans. Legally required visits by the service manager have been taking place monthly. Generally good record keeping and management systems are in place, and we were told how the Adult Social Care Department, which had previously been awarded an international accreditation ISO9001 for the quality of service for its Homecare Service, was now preparing an application for all of its residential homes for older people. The systems in place for looking after residents money were found to be satisfactory at the last inspection and remain unchanged. The AQAA told us about good standards of health and safety activity at the home and about the regular servicing of equipment, and the records we examined as part of this inspection supported this. Additionally observations made around the building and and examination of fire safety and equipment records indicate that the home was hazard free at the time of the inspection. Care Homes for Older People Page 23 of 26 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 24 of 26 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Older People Page 25 of 26 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. 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 26 of 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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