Care Home: Cameo Rest Home

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What the care home does well Cameo is a small friendly home that makes visitors welcome. There were warm relationships and interaction between staff and people living at the home. A full assessment of needs is carried out prior to a person coming to live at the home. The assessment is undertaken by both the registered manager and senior care. A letter is then sent to people giving them assurance that following the assessment, the home will be able to meet their needs. People we talked to told us that they like the home and the care that they receive. One person living at the home told us; `staff work hard` `they help you here`. There are appropriate arrangements in place for the continued health care from other professionals. People told us their health care needs are well met. What has improved since the last inspection? Requirement of previous report has been met. Service Users Guide has been updated. Improved pre admission assessment questionnaire in place to provide more information. Care Plans have been updated Weight charts are in place as necessary. Individual activities record maintained. The menu identifies two main meal choices each day. The complaints procedure is available in alternate formats such as large print. Five staff have received training in Vulnerable Adults, the remaining five staff are waiting to start safeguarding training with Staffordshire Social Care Workforce Partnerships. The upstairs bath is provided with a mechanical bath seat to enable its use for people living at the home. A training matrix is now in place that identifies the training that staff have received, and where training is due. What the care home could do better: Some areas of the physical environment would benefit from repainting. The lounge and dining room carpets would benefit from being cleaned. The broken chair needs to be removed from bedroom as identified with the Care Manager. Key inspection report Care homes for older people Name: Address: Cameo Rest Home 14 Hopleys Close Glascote Tamworth Staffordshire B77 3JU     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: Kathryn Marks     Date: 0 7 1 0 2 0 0 9 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 27 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 27 Information about the care home Name of care home: Address: Cameo Rest Home 14 Hopleys Close Glascote Tamworth Staffordshire B77 3JU 0182753906 0182764458 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Mrs Yvonne Patricia Aikens care home 10 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: 10 The registered person may provide the following category of service only: Care Home Only (Code PC); 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 (OP) 10 Dementia (DE) 4 Date of last inspection Brief description of the care home The home provides accommodation and care for ten older people. Cameo is a two storey detached house which has been converted into a residential home and stands in its own grounds. There is a garden at the rear of the home. Within the home is a small office, one lounge and one dining room. Cameo has eight single bedrooms , and one double bedroom, no bedrooms have en-suite facilities but all are adjacent to bathrooms and seperate toilets. There is a bus stop on the main road at the bottom of the cul de sac that the home is situated in. Car parking is located at the front of the Care Homes for Older People Page 4 of 27 2 1 1 0 2 0 0 8 4 0 Over 65 0 10 Brief description of the care home home. Fees charged vary dependent on the needs of the person, and are identified in the individual service users guide. Care Homes for Older People Page 5 of 27 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 unannounced Key Inspection was carried out on Monday 5th October 2009 by one inspector, who used the National Minimum Standards for Older People as the basis for the inspection. The last Key Inspection was 21st October 2008. On arrival for this inspection the Care Manager, Senior Care and a Care Assistant were on duty. There was also a member of night staff still on site. The Care Manager provided written information regarding staffing, staff training, menu and dietary provision, that was observed to be in place at the home. We discussed with the Care Manager the arrangements for the day, to avoid disruption to people using the service, staff, and routines in the home. We spoke to people using the service in the lounge and dining room. Care Homes for Older People Page 6 of 27 The care records of three people were checked and the records of three members of staff, including recruitment and training records. We discussed the food with people using the service, talked to the cook, and observed lunch being served. Choices were available at lunchtime and identified on the menu. We also looked at the Annual Quality Assurance Assessment (AQAA) this is a self assessment tool, and had been well completed with a lot of detail, and sent to us prior to the key inspection. Completion of the AQAA is a legal requirement and it enables the service to undertake a self assessment, which focuses on how well outcomes are being met for people using the service. It also gave us some numerical information about the service. Care Homes for Older People Page 7 of 27 What the care home does well: What has improved since the last inspection? What they could do better: Some areas of the physical environment would benefit from repainting. The lounge and dining room carpets would benefit from being cleaned. The broken chair needs to be removed from bedroom as identified with the Care Care Homes for Older People Page 8 of 27 Manager. 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 27 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 27 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 who wish to use the service have the information they need to make an informed choice about living at the home. Evidence: The AQAA we received prior to the inspection told us that The service issue prospective people with a service users guide which provides all the information needed, in order for the person and family to make an informed choice about whether the home meets their needs. A contract is issued to every service user with a statement of terms and conditions. New people are only admitted to the home after a full assessment has been undertaken in consultation with the person, relatives or representatives and any relevant professionals. People and their families have the opportunity to visit the home prior to admission to assess whether the home meets their needs. Staff consult the documentation relating to the assessed needs of each person in terms of health, personal and social care needs. Each persons risk assessment is adhered to. All information for each person documented in their care Care Homes for Older People Page 11 of 27 Evidence: plan, is followed to provide the best possible care. We received completed surveys from six people using the service that told us, that they were assisted by relatives to complete their surveys. We received enough information about the home, before deciding to live at Cameo. People told us they had been given written information. We saw the homes Statement of Purpose and Service Users Guide, that have been updated and provide detailed information for people who may wish to use the service. The Service Users Guide contains the fees charged, and both documents were displayed on the homes notice board. We saw records that told us people and their relatives had visited the home prior to admission. We also spoke to a relative, and a social worker from the hospital, who confirmed this. We saw the care records of three people and examined them in detail. Peoples records contained information collected by the Care Manager and Senior Care, who carried out the assessment. We saw that general risk assessments were in place on peoples care records. This means that peoples needs had been assessed and the home was satisfied it could meet those needs. Care Homes for Older People Page 12 of 27 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 health and personal care needs of people using the service are met, personal care is delivered in the way the individual wishes. Evidence: The AQAA we received prior to the inspection told us that We follow the individual care plans of all our service users to ensure that their needs are met. We treat each person as an individual, respecting their choices, treating them with dignity and respect at all times, respecting their views and wishes. There is a handover period every day where staff coming on duty receive an update on each person. They also have the opportunity to read the report record for that day. Staff respect peoples wishes at all times ensuring that they preserve the persons dignity and privacy at all times. In terms of personal care we actively encourage people to attend to their own personal care within their limitations and ensure that any additional care needed is provided. The home also ensures that medication is obtained and administered by a trained member of staff. We received surveys from six people using the service that told us that: we receive Care Homes for Older People Page 13 of 27 Evidence: the care and support we need staff are available when we need them staff make sure I get the medical care I need We looked at the care records of three people during this inspection. We saw that records contained up to date information regarding health care, personal care and socialisation, that are reviewed monthly. We saw health care records that identified people are registered with the local health care practice, and doctors visit the home as required. Appropriate referals are made to professionals as necessary. We observed that medication is administered from a monitored dosage system, with the exception of medication not compatable with the system. Medication is signed for as given and medication administration sheets were signed up to date. We saw that medication is administered by staff trained in the management of medication, all medication is securely stored. We saw throughout this inspection courtesy being shown to individuals, with privacy and dignity being promoted. We observed one member of staff assisting a person with dementia to have their meal, this assistance was given in a very sensitive and caring manner. Care Homes for Older People Page 14 of 27 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 using the service make choices about their lifestyle. The food provided is of a high standard, with a varied and nutritional diet being offered. Evidence: The AQAA we received prior to the inspection told us that We recognise the importance of providing nutritious meals to our service users to maintain their health and well being, and to this end we offer appetising food, catering for all needs with plenty of choices on offer. We recognise that our service users are individuals and as such their interests can vary widely. We therefore have individual activity plans for each person. We also tailor our general activities to suit our elderly people. We have four people who have dementia and one person with a hearing impairment. We are sensitive to their needs when choosing activities. We received surveys from six people using the service that told us that: They usually arrange activities that you can take part in. Always like the meals provided. Care Homes for Older People Page 15 of 27 Evidence: We looked at the care records of three people using the service, social contacts and daily activities are recorded, people have individual activity plans. A variety of activities are available, one person has gone out with her daughter during this visit for lunch, and went out for lunch three times last week. We saw from records that a Senior Care has attended a course/meeting regarding Provision of Activities in a Care Setting, via Staffordshire Social Care Workforce Partnership. Future plans are to develop crafts and include themed events from different countries. Christmas party is being planned with people using the service, for staff, people using the service, and relatives. We were told by a visiting relative that they can visit whenever they want to, and are always made welcome. We saw that peoples privacy was promoted, individuals were offered choices by staff, who told people what they were doing and what was happening in the home. We saw that people had brought favourite items with them to personalise their bedrooms, including items of furniture. Variety of pictures, photographs and nick knacks. We saw a varied traditional menu in place that is decided upon following discussions with people using the service. The menu is displayed in the hallway, and can be changed if people want something other than the two choices displayed. We observed the main meal on the day of the unannounced inspection was roast chicken, stuffing, roast potatoes, creamed pots and fresh vegetables. There was a choice of pudding available. People have their meals in the dining room together, and told us they enjoyed their food. Care Homes for Older People Page 16 of 27 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. People who use the service are able to make complaints and are safeguarded by the homes procedures. Evidence: The AQAA we received prior to the inspection told us that The service have a clear accessible complaints policy that details all the stages and timescales to be followed, when a complaint is received. We ensure that all people using the service are protected from abuse. We follow guidance from the Department Of Health No Secrets. Before employing staff they have to pass a Protection Of Vulnerable Adults check, and work under supervision until their Criminal Records Bureau check is cleared. We ensure that people using the service have their legal rights protected for example by voting in the election. We received surveys from six people using the service: Four people told us that there is someone they can speak to if they are not happy Five people told us know how to make a complaint Two people told us they had no one to talk to if they were not happy One person said did not know how to make a complaint Care Homes for Older People Page 17 of 27 Evidence: We saw that the home has in place a complaints procedure, that is displayed in large print on the main notice board in the hallway. The home has in place a complaints book to record any complaints, and the action taken to deal with complaint. There have been no complaints made to the home or the commission since the last inspection. We talked to people using the service who told us, that they would speak to staff if they had any concerns. One person did say she was not sure how to raise any concerns but said her daughter would do it for her if she was unhappy. We saw that peoples rights are protected by systems in place at the home, including their contract, ongoing assessments, policies and procedures in place. We saw peoples finances that are managed by the home, cash balanced with records maintained. All records are up to date and signed by two people. We saw staff training records and training matrix that identified staff have received training in the Protection of Vulnerable Adults. Staff on duty were aware of Depravation of Liberties and Safeguarding, this training is being arranged, staff are awaiting date. We saw that equality and diversity is promoted at the home via policies and procedures in place. The service has a mixed workforce with team members coming from various backgrounds. We saw all people using the service offered the same choices. We saw on staff files that Criminal Records Bureau and Protection of Vulnerable Adults checks are carried out, and two written references are taken up prior to employment. This means that people are cared for by appropriately recruited staff. Care Homes for Older People Page 18 of 27 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 design and lay-out of the home enables people to live in a homely, clean, and comfortable environment. Evidence: The AQAA we received prior to the inspection told us that Our home offers quality care in a homely environment. The home caters for 10 people. The small number of people allows us to offer good quality care, in a relaxed environment where people know all the staff. This makes them feel comfortable and secure. The home is well maintained, there is a constant programme of maintenance. This ensures people are comfortable and relaxed in the home environment. The grounds of the home are kept tidy and safe. All safety issues are upheld, the building complies with fire safety and the environmental health department. We saw the design and layout of the home meets the needs of the people using the service. The communal areas are comfortable and homely, people were relaxed and moving freely around. We saw that areas of the home would benefit from some repainting, this was discussed with the proprietor at the time of this inspection. We were told arrangements were in hand for the cleaning of the lounge and dining room carpets. Quotes had been obtained to replace the hallway, landing and two bedroom carpets. Care Homes for Older People Page 19 of 27 Evidence: We saw a broken chair in a bedroom, the proprietor told us arrangements had been made for this chair to be removed. We saw that individual bedrooms were personalised with favourite items of the person occupying the bedroom. We saw that Health and Safety checks and services are carried out, with hazardous substances securely stored. We observed from training records that staff had completed infection control training, staff we spoke to confirmed this to us. Policies and procedures are in place for the control of infection. Care Homes for Older People Page 20 of 27 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. A well trained and consistent staff team support the people using the service. Evidence: The AQAA we received prior to the inspection told us that We provide the correct ratio of staff to cover the needs of people both during the day, evening and night. we also employ a cook who ensures that the peoples nutritious needs are met. In regard to qualifications the majority of our staff are qualified to National Vocational Qualification Level 2. The remaining new staff are enrolled with South Staffordshire college to start the National Vocational Qualification course in September 2009. We have recently instigated a new programme of training, from accredited training agencies, to increase our staff awareness. The courses have included as well as the mandatory first aid, moving and handling, fire safety courses, training on dementia, food hygiene, safe handling of medication, care of the dying, vulnerable adults, and infection control. We have implemented a new risk assessment form to ensure that from the time an applicant applies to the home for a care assistant post until they work on their own, no service users are put in a vulnerable position and open to abuse. We received surveys from three members of staff that told us: we are always given up to date information about the needs of people we care for Care Homes for Older People Page 21 of 27 Evidence: Criminal Records Bureau checks and references, were taken up prior to employment. Induction covered what I needed to know to do my job well supported by manager always have enough support, experience, and knowledge to meet the needs of people. Two staff told us that: always enough staff on duty one staff said there are usually enough staff . We saw the staff records of the last three people employed by the home, two senior care, one care worker. Records told us staff have received appropriate preemployment checks prior to commencing work at Cameo. We saw staff training records in staff files, that identified four care staff have National Vocational Qualification level two in Care, one staff has almost completed Level 2, two care staff are registering to do Level 2. The registered care manager is a State Registered Nurse and Midwife. We saw that staff on duty and identified on the rota, were satisfactory in number to meet the observed needs of people in their care. We talked to members of staff who told us they receive training opportunities, and that mandatory training is carried out. We talked to the Care Manager who told us recruitment is via word of mouth recommendations or the local newspaper. Care Homes for Older People Page 22 of 27 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 people using the service are safguarded by an experienced manager. Evidence: The AQAA we received prior to the inspection told us that We offer the necessary experience and qualifications required to run a care home. The registered manager has over 20 years experience in running a care home. We work to a high standard as required by the NMS and ensure that all staff receive necessary training to ensure the welfare of people using the service. We value each member of staff and work as a team with comittment and enthusiasm. We strive to ensure that all peoples familiy and friends are treated in a courteous way and are comfortable to discuss any issues with us. We regularly survey people and their families for their opinions about care in the home. In regard to peoples financial interests none of our service users have the capacity to manage their personal finances. We maintain records of all transactions and keep receipts to provide an audit trail. The Care Manager has 18 years experience as the Registered Manager/Proprietor of Care Homes for Older People Page 23 of 27 Evidence: Cameo rest home. We saw records that told us the Care Manager attends training with staff, to keep herself up to date with current practice and guidelines. We saw that good leadership was in place,the manager and staff demonstrated a good awareness of peoples needs. We saw monitoring systems in place, questionnaires had been sent out to people and an analysis of the results was being completed by the senior care. Health and Safety audits are carried out, and the home is developing its quality assurance system. We observed safe working practices to be in place, staff records show that Health and Safety training has been completed. Care Homes for Older People Page 24 of 27 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 27 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 1 2 19 19 Repainting takes place in areas discussed and identified with the Care Manager at the time of Inspection. The lounge and dining room carpets need to be cleaned as discussed with the Care Manager. Broken Chair in bedroom identified with the Care Manager needs to be removed. Care Homes for Older People Page 26 of 27 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). 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