Care Home: Copper Beeches

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What the care home does well The manager has been working in the home for many years and undergoes periodic training to update her knowledge. She told us that she works closely with people living in the home, their relatives and staff and that she has an open management approach. We saw evidence of the open management approach on the day of the inspection with the manager being available for people and being visible around the home. The staff told us that this was the normal routine for the home and that the manager spent time with people living in the home, making sure that their needs were being met and that they were happy. One member of staff told us, "I have worked in a few care homes and this one is the only one where the manager spends a lot of time around the home making sure things are right." People living in the home spoke very highly of the staff with comments like, "They are all lovely", "The staff will do anything for you, nothing is too much trouble" and "The staff make the place for me, you can have some fun with them and they cheer you up when you feel low." Relatives told us, "The staff are extremely caring, kind and considerate", "Staff appear to take good care of all the residents"and "Good care and cleanliness." One person living in the home told us in a survey, "There is a friendly atmosphere with friendly and efficient staff." What has improved since the last inspection? The home has had a new call system and two new washing machines installed. We looked at the care plans of two people living in the home and they contained risk assessments about areas of daily living and health care needs with information for staff on what they needed to do to manage the risks. There was also evidence of people living in the home having access to external health professionals when needed. The care plans were written in a person centred way with evidence of peoples choices around how their care was delivered being maintained. We looked at the homes medication administration and storage procedures and we found that they were generally safe. We also observed staff administering medication to people living in the home and this was done safely and according to procedure. What the care home could do better: Plans for improvements to the external and internal decorations should be implemented. Each staff recruitment file should contain an up to date photograph of the member of staff it applies to. The results of the annual quality assurance survey should be made available to people living in the home and their relatives along with a plan of action to address any comments made.We have made two recommendations for the home to further improve the medication procedures. Key inspection report Care homes for older people Name: Address: Copper Beeches 138 High Street Copper Beeches Collingham Newark Nottinghamshire NG23 7NH     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: Lynda Dyer     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 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) © 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 27 Information about the care home Name of care home: Address: Copper Beeches 138 High Street Copper Beeches Collingham Newark Nottinghamshire NG23 7NH 01636892789 01636894060 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Allen Heath Name of registered manager (if applicable) Mrs Glenys Carol Wheatcroft Type of registration: Number of places registered: care home 20 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The maximum number of people who can be accommodated is: 20 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 in admission to the home are within the following categories: Old age, not falling within any other category - Code OP Date of last inspection Brief description of the care home Copper Beeches is over 100 years old and was originally the home of the local Vicar. The home is located in the village setting of Collingham, close to local amenities. The home is set in its own grounds with views of the local countryside with mature well Care Homes for Older People Page 4 of 27 Over 65 20 0 Brief description of the care home presented gardens. There are two lounges, one called the sun lounge and this it set out to maximise the views of the local countryside. There are 18 single bedrooms and one double room, a well presented traditional dining room, a library, a TV lounge, a hairdressing salon and a lift for people with mobility impairments. 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: The focus of inspections undertaken by the Care Quality Commission is upon outcomes for people who live at the home and their views on the service provided. This process considers the providers capacity to meet regulatory requirements, minimum standards of practice and focuses on aspects of service provision that need further development. The last time we visited this service was 2nd June 2009. We, as it appears throughout the Inspection Report refers to The Care Quality Commission. One inspector carried out a site visit to the home, which took place over a period of six hours. The Registered Manager and the Provider were both present during the inspection. Care Homes for Older People Page 6 of 27 We have introduced a new way of working with owners and managers. We ask them to fill in a questionnaire about how well their service provides for the needs of the people who live there and how they can and intend to improve their service, this is called an Annual quality assurance assessment (AQAA). We received the AQAA back from the manager in good time. The form was completed well and gave us all the information we asked for. We also sent out surveys called, have your say, to people who use the service, staff that work there and relatives. This meant we could get an idea of what people thought about the way the home was run. We received the completed surveys back and we have included some of the comments in this report. We have not included comments that could identify the writer as we want people to feel they can be open about the way they feel the service is run. We also reviewed all of the information we have received about the home since we last made a visit to them and we considered this in planning the visit and deciding what areas to look at. The main method of inspection we use is called case tracking, which involved us choosing two people who use the service and looking at the quality of the care they receive by speaking to them, observation, reading their records and asking staff about their needs. We spoke with the provider, the manager, two members of staff and five people who live in the home to help us to form an opinion about the quality of the service being provided to people. We read documents as part of this visit and looked at the environment and facilities of the home to form an opinion about the health and safety of people who use 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: Plans for improvements to the external and internal decorations should be implemented. Each staff recruitment file should contain an up to date photograph of the member of staff it applies to. The results of the annual quality assurance survey should be made available to people living in the home and their relatives along with a plan of action to address any comments made. Care Homes for Older People Page 8 of 27 We have made two recommendations for the home to further improve the medication procedures. 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 that are admitted to the home have their needs assessed prior to admission which means staff will be able to plan for their individual needs and know how to care for them. Evidence: The manager told us in the homes Annual Quality Assurance Assessment (AQAA) that people are always assessed prior to being offered a placement in the home, to determine that they will be properly placed. We case tracked the most recent admission to the home and we found that a full needs assessment had been carried out prior to them moving in and that the information from this had been used to form part of the care plan for this person. We spoke with staff and they told us that the manager completed assessments on people prior to them moving into the home and that she gave staff information on the persons needs. Care Homes for Older People Page 11 of 27 Evidence: We spoke with a person living in the home about the admission process and they told us that their relative had looked around the home and been given information about the services offered. They told us When I moved in it was a little daunting but the staff worked hard to help me to settle in and I have some friends here now. The home does not offer intermediate care and so standard 6 does not apply. 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. People living in the home have up to date and relevant care plans to enable staff to deliver the appropriate individual care and people are happy with the care they receive. Medication procedures are generally safe. Evidence: The manager told us in the homes Annual Quality Assurance Assessment (AQAA) that people living in the home have good access to health care facilities in the community. They also told us that there are care plans in place for each person with a detailed health assessment and that care plans are reviewed regularly. We looked at the care plans of two people living in the home and they contained risk assessments about areas of daily living and health care needs with information for staff on what they needed to do to manage the risks. There was also evidence of people living in the home having access to external health professionals when needed. The care plans were written in a person centred way with evidence of peoples choices around how their care was delivered being maintained. Care Homes for Older People Page 13 of 27 Evidence: The care plans were being reviewed regularly and also contained a full monthly review report, which gave details of the persons wellbeing and what had changed since the last review. We received surveys from people living in the home and they said that they always received the care and support they needed and usually got the medical care they needed. One relative said, Excellent care. I have never found my relative in want of any care. We looked at the homes medication administration and storage procedures and we found that they were generally safe. We also observed staff administering medication to people living in the home and this was done safely and according to procedure. Some handwritten entries on one persons Medication Administration Record had not been witnessed and the although the external preparations had been dated on opening, the liquid medicines had not. People living in the home told us that staff respected their privacy and dignity and we observed this on the day of the inspection with staff knocking on peoples bedroom doors before entering. 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 living in the home are given the opportunity to participate in recreational activities and maintain social contacts. People receive a nutritious and appetising diet with individual preferences being met. Evidence: The manager told us in the homes Annual Quality Assurance Assessment (AQAA) that there are regular bingo sessions and musical entertainment, talks from the local museum and other instances of reminiscence. They also told us that there are food choices from an extensive menu. We spoke with people living in the home about the activities available and they told us that they were happy with what was available. They spoke of doing flower arranging or playing cards and games with staff. They also told us that they went out sometimes with relatives and that a variety of external entertainers visited the home one a regular basis. We looked at the activity records and saw that these were being maintained with details of activities that people living in the home had participated in. Care Homes for Older People Page 15 of 27 Evidence: Two people living in the home told us that they had formed friendships with some other people living in the home and we saw evidence of this with visits being made to each others rooms and conversations going on in the dining area. People also spoke of their relatives visiting and being made welcome by the staff. One relative told us The entertainers are enjoyed by those that have capacity, with hairdressing, chiropody and church communion provided on a regular basis. We received four completed surveys from people living in the home and they told us that the home arranged activities that they could take part in. We observed lunch being served to people living in the home and we saw that there was a choice of meal offered to people and the lunch was well presented and looked nutritious. The manager told us that the cook went around to individuals and asked them what they would like for their meal and two people living in the home confirmed that this happened. We found the dining room to be attractive, with a traditional homely theme. The tables were laid with condiments and a choice of drinks with fresh flower arrangements on display. Staff were available to give assistance where needed and this was done in a dignified and discreet manner. One person living in the home told us, The meals are varied with plenty of locally grown vegetables and good quality meat. There is always fresh flowers on the dining room tables. 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 using the service feel able to raise concerns and complaints and can be confident that the manager will act on them. Staff know how to safeguard people living in the home from abuse. Evidence: The manager told us in the homes Annual Quality Assurance Assessment (AQAA) that the home has a clear and detailed complaints procedure and that all complaints are recorded. They also told us that all staff have been trained in safeguarding vulnerable adults. We have not received any complaints about the home since we last visited. The manager said that the home had received eight complaints since we last visited. We looked at the records of these complaints and we found that they were minor complaints such as one person living in the home saying that they had not liked the fish served one lunchtime. All of the complaints had been logged and acted on appropriately, with an outcome and timescale recorded. We received surveys from people living in the home and they all said that they knew who to speak with if they were not happy. We spoke with four people living in the home, on the day of the inspection, about raising complaints and they all said that if they felt they could speak with the manager Care Homes for Older People Page 17 of 27 Evidence: or the provider if they were not happy and if they had raised a concern it had been acted on. The home has the current local safeguarding procedures in place and we viewed two staff files and found that they contained evidence that staff are trained in how to safeguard vulnerable adults from abuse. Staff that we spoke with gave a good account of what procedures they needed to follow if they witnessed or suspected abuse. 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Good housekeeping procedures generally provide people with safe, clean and homely surroundings in which to live. However some upgrading of decoration in some areas of the home could make the environment more pleasant and safe. Evidence: The manager told us in the homes Annual Quality Assurance Assessment (AQAA) that the premises and grounds are routinely maintained and that a new emergency call system and two new washing machines have been installed since we last visited. The manager told us that the home could be improved with internal and external decoration being completed. They also told us that staff are trained in infection control procedures. On the day of the inspection we found the home to be clean and set out in a homely and attractive way. There is a TV lounge and also a sun lounge with patio doors, which looks out over a terrace, the extensive gardens and a nearby horse paddock. The home has a library and we found this to be a pleasant area for people to sit and look out over the horse paddock. One person living in the home told us, When my family visits I like to take them to the library as it is so pleasant in there. We viewed the bedrooms of four people living in the home and we found these to be clean, bright and very personalised to the persons taste. Care Homes for Older People Page 19 of 27 Evidence: We received surveys from people living in the home and they told us that the home was always clean. One relative said, The home is always clean and tidy. Some areas of the home are in need of attention with regards to maintenance and redecoration. In particular, some of the external windows need attention and internally some of the bathrooms and toilets require decorating. One relative told us, Since the new owner took over, the maintenance and fabric of the building appears to be negligible. The inside and outside are much in need of decoration. We spoke with the provider about this and they told us that they had plans for improvements around the home both internally and externally. We saw evidence that staff are trained in infection control procedures and we saw evidence of them following some of these procedures when delivering personal care. 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. The home operates a safe staff recruitment process and staff are trained effectively in supporting people living there. Evidence: The manager told us in the homes Annual Quality Assurance Assessment (AQAA) that the required safety checks carried out on all staff prior to employment commencing and that staff undertake induction and training programmes. We looked at the files of two members of staff working in the home and we found that they were well organised and contained evidence that all of the required recruitment checks had been made prior to employment commencing. The files also contained evidence that the manager was supporting staff to access training in areas of health care and in safe working procedures. We viewed the training that staff had attended during the previous twelve months and the plans for training in the next twelve months. We received one survey back from relatives of people living in the home and they said that they felt that the staff always had the right skills and experience to look after people properly. Care Homes for Older People Page 21 of 27 Evidence: People living in the home spoke very highly of the staff with comments like, They are all lovely, The staff will do anything for you, nothing is too much trouble and The staff make the place for me, you can have some fun with them and they cheer you up when you feel low. Relatives told us, The staff are extremely caring, kind and considerate, Staff appear to take good care of all the residents and Good care and cleanliness. One person living in the home told us in a survey, There is a friendly atmosphere with friendly and efficient staff. When we asked relatives what the home could do better, one person said, In an ideal world there would be more staff. They are always extremely busy and have little time to spend chatting or engaging with the residents. However, we spoke with staff working in the home and they told us that they felt there were generally enough staff on duty to meet the needs of people living in the home. We received four surveys back from people living in the home and they told us that staff were always available when they needed them and that staff always listened and acted on what they said. We spoke with people living in the home on the day of the inspection and they told us that if they needed assistance from staff they were generally quick to respond. 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. There is evidence that the home is run in the best interests of the people that live there and that the manager supports a team of staff to deliver safe and effective care. Evidence: We asked the manager to complete an Annual Quality Assurance Assessment (AQAA) and she completed this well and sent it to us when we asked her to. The manager has been working in the home for many years and undergoes periodic training to update her knowledge. She told us that she works closely with people living in the home, their relatives and staff and that she has an open management approach. We saw evidence of the open management approach on the day of the inspection with the manager being available for people and being visible around the home. The staff told us that this was the normal routine for the home and that the manager spent Care Homes for Older People Page 23 of 27 Evidence: time with people living in the home, making sure that their needs were being met and that they were happy. One member of staff told us, I have worked in a few care homes and this one is the only one where the manager spends a lot of time around the home making sure things are right. We received many positive comments from people living in the home regarding the manager, including She is a good leader and makes sure things are done right and The manager will make sure things are put right if you speak with her. Relatives said to us, The manager is excellent and runs everything efficiently, with care for the residents needs, Copper Beeches has been amazing. My relative is clean, well cared for and appears happier than before they moved here and The manager is excellent, caring and competent. We saw that the home carries out an annual quality survey in order to measure the quality of the service being provided and the provider told us that he acts on any comments made and makes changes if needed. People living in the home verified that this happened and told us that the provider would make changes if they asked him to. The results of the surveys are not shared with people living in the home or their relatives and a written action plan is not produced. The provider visits the home regularly and speaks with people living in the home, their relatives and staff to see how well the service is being run. We have been provided with evidence of these visits with written reports completed by the provider. The last time we visited the home we found that the procedures for safeguarding peoples finances were being maintained. These procedures are still current and so this standard was not assessed. The home has policies in place with regard to safe working practices and we saw evidence that staff are trained in how to put these policies into practice. The home has recently had a fire inspection and the provider was given a report with some recommendations which need to be met. We saw evidence that the provider is in the process of getting estimates from external professionals to get the required work carried out. 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 9 Only one trained member of staff should be involved in the whole medicine administration process during a single medication round. The date of opening should be recorded on any liquid medicines. Handwritten entries on the medication administration records must be signed by staff and witnessed with a further signature. Plans for improvements to the external and internal decorations should be implemented. Each staff recruitment file should contain an up to date photograph of the member of staff it applies to. The results of the annual quality assurance survey should be made available to people living in the home and their relatives along with a plan of action to address any comments made. 2 3 9 9 4 5 6 19 29 33 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). 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. 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