Care Home: Dorrington House (Wells)

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What the care home does well The purpose built home had all the environmental advantages of a modern type of the home, for example sensor activated lights in some areas and all doors and areas were appropriate for wheelchair access. The home was rewriting their service user`s guide to make it personalised to this home. The draft was finished and they were in the process of arranging publication. The admission process, explained by the senior staff member and seen in 4 checked files was appropriate and addressed the assessments with the intention to establish if the assessed needs could be met. The current 31 resident were well served by staff appropriately planned in the home`s rota to cover shifts and peak times. Care plans and records related to care were appropriate and staff used them effectivelly to ensure good care for the residents was delivered according to the set and agreed plans. Medication process managed by the senior staff was admirably well run ensuring the safety and protection of residents. Recruitment was condudted according to the general policy for all three homes belonging to the same owners. This procedure included all necessary checks of all new staff coming to work in the home. Food and Hygiene inspection awarded 5 star rating on the recent inspection of the kitchen. The senior staff member who helped us throughout this inspection showed a great level of competence, knowledge, motivation and commitment and deserved admiration. What has improved since the last inspection? All three requirements set on the previous inspection were met. Medication process was now very safe, very well managed and well known and explained by the competent senior carer. She also showed us how and where the prescribed creams were stored, thus reducing risk to residents. Risk assessments were well recorded in residents` files. Two examples discussed with the senior carer confirmed that the home successfully managed risks and reduced the danger for residents. Increased staffing level and the employment of an additional domestic staff contributed to better cleaning and laundry processes. The cook was especially happy when a new kitchen assistant started. Rearranging meal times to two serving times helped the home make meal times more relaxed, better controlled and more enjoyable for residents. Now staff could pay more attention to residents that needed help with feeding. Introducing a daily diary for staff`s communication between shifts helped improving care and support to residents. What the care home could do better: The home, with the consultant`s help, successfully identified areas for improvement. There were plans for further staff training on filling in residents` records. A meeting was arranged with the loca GP surgery to address some issues of getting an appropriate level of service for residents there. The home still had a full basket of mixed residents clothing items. Although in the majority of cases the owner of clothing items was found, the amount of clothes in the basket showed that this area could be further improved. The reduction of falls was significantly improved since the last inspection. However, there were still occassions when the same resident had a number of falls in quite a short period of time. The senior staff expressed confidence in their own plan which included engaging an external falls reduction specialist, to further reduce falls and better protect residents. None of the issues stated above needed to be emphasised or set as requirements at this stage, as the home was already addressing all mentioned areas. Key inspection report Care homes for older people Name: Address: Dorrington House (Wells) Westfield Avenue Wells-Next-The-Sea Norfolk NR23 1BY     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: Dragan Cvejic     Date: 0 5 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 24 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 24 Information about the care home Name of care home: Address: Dorrington House (Wells) Westfield Avenue Wells-Next-The-Sea Norfolk NR23 1BY 01328710861/710178 01328713088 steve.dorrin@btconnect.com dorrington-house.co.uk Steve Dorrington,Mrs Lorraine Dorrington care home 38 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : 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 38 The registered person may provide the following categories 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 - Code OP Dementia - Code DE Date of last inspection Brief description of the care home Dorrington House, Wells is the newest of Mr and Mrs Dorringtons homes having been registered in May 2008. It is situated close to the town centre and within easy walking distance to Wells harbour which is a very popular seaside resort. It is registered to provide care for 38 older people and older people with dementia type illnesses. The accommodation comprises all single en-suite bedrooms, ranging in size from 13.6 sq metres to 23 sq m. Some of the bedrooms enjoy spectacular views over the surrounding country side and are of good size to have their own sitting/lounge area. Care Homes for Older People Page 4 of 24 Over 65 38 38 0 0 0 6 0 1 2 0 0 9 Brief description of the care home There are 4 lounge diners all of which have kitchenettes that can be used by residents and visitors and they can make their own drinks, 4 assisted bathrooms, a shower room, 2 laundries (one of which can be used by residents if they so wish), a hairdressing salon with door to patio area, a dedicated scooter/buggy charging room, 2 treatment rooms, 2 lifts and CCTV on the entrances for security against unwanted intrusion. All areas have an aid call system. The fees inmformation is available in the homes induction pack. Care Homes for Older People Page 5 of 24 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 quality rating for this service is 2 stars. This means the people who use this service experience good quality outcomes. We followed the home through their regular reporting of the events that affected residents, through reporting of the visits of their consultant and through various meetings with Adult Protection Team and social services. We made an unannounced visit on 07/10/09 and stayed in the home for 4.5 hours. During that time we met the owner, the manager from another home who covered for the home managers holiday, we spoke to three staff members and to 4 residents. A senior staff member on duty accommodated the inspection and provided information for this report. We checked medication process, 4 residents files and three staff files. We also toured the home to inform environment related findings. Care Homes for Older People Page 6 of 24 What the care home does well: What has improved since the last inspection? What they could do better: The home, with the consultants help, successfully identified areas for improvement. There were plans for further staff training on filling in residents records. A meeting was arranged with the loca GP surgery to address some issues of getting an appropriate level of service for residents there. The home still had a full basket of mixed residents clothing items. Although in the majority of cases the owner of clothing items was found, the amount of clothes in the Care Homes for Older People Page 7 of 24 basket showed that this area could be further improved. The reduction of falls was significantly improved since the last inspection. However, there were still occassions when the same resident had a number of falls in quite a short period of time. The senior staff expressed confidence in their own plan which included engaging an external falls reduction specialist, to further reduce falls and better protect residents. None of the issues stated above needed to be emphasised or set as requirements at this stage, as the home was already addressing all mentioned areas. 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 24 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 24 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. Prospective residents and their relatives could choose the home based on information provided prior to admission, the service users guide was recently rewritten and was ready for publishing. Properly conducted initial assessments were another indicator that the assessed needs would be met. Evidence: The home reported that they had rewritten their service users guide to make it more individual to this particular home, the draft was ready for publication and the new version was expected by January. Admission details checked in the files confirmed that all areas were appropriately assessed to ensure that the home would meet the needs when they offered the place to new residents. Good contact with relatives also contributed to the initial assessment, as families usually provided extra information about their referred relative that were not written beforehand anywhere. This allowed the home to record not only the needs but the aspirations of the residents. In all four checked cases, the Care Homes for Older People Page 10 of 24 Evidence: care plans were drawn up from the initial assessments. How the home met the assessed needs was demonstrated by an example: a resident preferred to wear skirt to trousers. As she had sensitive skin, special prescribed bandages were obtained to prevent scratching on her legs. This accommodated wearing the skirt, while still protecting her skin. Also special socks were introduced for sleeping protection at night. Flexibility related to residents needs was seen in an example where the senior carer introduced one-to-one care at the specific time, 6pm to 10pm, for a resident who expressed behaviour problems due to heightened agitation at that time. Since this measure was introduced the number of incidents involving this resident were significantly reduced. Care Homes for Older People Page 11 of 24 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents benefited from an individual approach to their care, from good staff knowledge of their needs and from the respect shown to their abilities to remain as independent as possible. Evidence: Four residents files were checked. Care plans were drawn up from the initial assessment and addressed all assessed needs in detail. Clinical conditions were properly recorded and the monitoring continued. The personal care needs, including for example skin care, were also described in detail in risk assessments, allowing staff to use appropriate technique and measures to reduce risks and respect residents wishes when caring for them. All areas that were addressed in risk assessments were monitored through appropriate charts. For example, falls of the residents occurred due to her going to the toilet more frequently. When this was identified, the staff started taking her to the toilet every 2 hours. Since this measure was introduced, there were no further falls for the last three months. However, as a high number of residents were prone to falls, despite individual risk Care Homes for Older People Page 12 of 24 Evidence: assessed plans to prevent falls, the reported incidents showed that even residents who were relatively independent, occasionally had falls. The home tried to balance the risk of falls and respect for the residents autonomy. After analysing the factors that surrounded falls of a resident, the home established that the time of falls was contributing element. It was agreed with her that she spends the afternoon in the lounge rather than in her room and this reduced the number of falls without reducing her autonomy. The staff reported that two local GP centres did not serve residents equally and that the Wells Health Clinic was not as effective as the local smaller GP surgery. Some residents changed their GP to come under the smaller GP surgery. The senior staff member in charge of medication process showed us storage, records and explained the procedure. Records were accurate, including records for controlled drugs. Creams were now stored in a cupboard in the medication room, the nursing station as staff called it. The staff member in charge was regularly checking dates and ensuring an appropriate timely supply, without building a big stock of medication. She also knew details of medication, purpose and side effects and demonstrated that this aspect of clinical care was very well organised indeed. Medication audit was carried out weekly, temperature in the room was recorded, as well as medication fridge temperatures. The senior staff member also closely monitored liquidised medication to ensure proper dosage was respected and residents were well protected. A resident we spoke to explained that the respect for their dignity was appropriate: I am always grumping about anything and everything, but they listen, they are very good indeed. I would definitely say if they were not good in anything. They always come when we need them and they look after us really well. Two staff were observed using the hoist to help a redident move and they were constantly talking to him, reassuring and comforting him. Care Homes for Older People Page 13 of 24 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. A relaxed and slow pace suited residents who enjoyed the choices and were happy with the food offered and activities which suited their aspiration. Evidence: Daily life and daily routine were relaxed.During the visit a relative was just taking her mum out in a wheelchair and said about staff: I cannot fault them. They are very good. If you ask me they give 10 out of 10. The notice board showed some of the activities that residents could join and enjoy. The consultant reported the very successful Fete that raised money for residents activities. A church service was held here twice a month and the library visited the home monthly. Although there were no organised activities taking place during the site visit, the atmosphere in the home was relaxed and positive. Eight residents were in the lounge and all were were engaged: chatting to each other, talking to a staff member that was present there and generally relaxing, residents enjoyed a cup of tea that was just served.The consultant reported that the home was exploring how to improve stimulating activities at day time for residents. One of the bedrooms was filled in by personal items which the resident had brought in. She stated: My son tells me to stop bringing in my personal items as this will Care Homes for Older People Page 14 of 24 Evidence: completely fill in my room and I will not have any space. But I like my stuff here, this is now my home, isnt it? Meal time was observed. The staff were working in an organised way, respectfully and patiently helping reidents who needed help. Choice was offered in three ways: first residents chose in the morning between two offered dishes; then there was a displayed menu on the tables; the third choice came at serving time, when they still could choose between two offered dishes. The cook and the senior carer were asked and gave the same answer: there were 10 people who had a soft diet, one person had diabetic food. The cook explained that liquidised food was made so that vegetables were liquidised separately from the meat and the taste was preserved. The cook also explained that one resident wanted and had a full English breakfast every day as that was her choice. The resident of the day was offered an extra choice on his or her day. The menus were created at the head office based on 4 week variations. The same menus were made for all three homes belonging to the same owners. All residents spoken to about the food stated that the food was very good and confirmed that they could choose an alternative if they wanted. At the recent inspection the Food and Hygiene inspection resulted in a 5 star award to the home for the kitchen. Care Homes for Older People Page 15 of 24 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. Clear complaints procedure and appropriate investigations and actions taken, reassured residents that their opinion was taken into account and their rights were protected. Good recruitment procedure with all necessary checks also meant better protection of residents. Evidence: The consultant reported that there had been 2 complaints since the last inspection and that both were investigated and final satisfactory outcomes were reached. As a result of these, the home adjusted some of their working practices and procedures. Residents were safeguarded by the appropriate vetting process for all new staff. Staff spoken to stated that they knew how to complain and were fully aware of the procedure for reporting any safeguarding issues. Good cooperation with the Adult Protection Team also offered reassurance to residents that they would be appropriately protected. The homes policy instructed the staff not to deal with residents money, to include social services when there was a need for management of financial matters and support to residents. Better management of risk was achieved by giving the management team of the home more autonomy to deal with risks and take appropriate actions to protect residents. Care Homes for Older People Page 16 of 24 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 purpose built home was appropriate and offered good comfort to residents. Maintenance and cleaning issues were dealt with straight away and ensured that the home was in a good state of repair, renewals and clean and bright. Evidence: On the outskirts of this picturesque Norfolk village, the home offered a quiet, but not isolated location that suited residents aspirations, abilities and, in most cases, preferences. Some residents were local and enjoyed the closeness of their family members. A resident commented on her neighbour, her nephew who lived just around the corner but: He does not know anything about the houses. He should learn more. The administrator showed us the home. All single en-suite rooms offered privacy to residents. The residents were encouraged to bring in personal items to provide more homely feeling in their bedrooms. There was a plan to introduce either curtains or blinds in the rooms which faced the car park to improve privacy for residents. At the back, a secure garden offerred the opportunity to residents to safely enjoy outside area. The consultant identified the need to change the admin office which did not offer privacy for possible talks with visitors if they wanted this. The homes plans included re-allocation of the managers office. On the arrival one small area of the home was affected by a strong unpleasanat odour. Looking for the source, a cleaner was found in one bedroom washing the Care Homes for Older People Page 17 of 24 Evidence: carpet. When we returned, 2 hours later, the smell was completely neutralised. The laundry area was well eqippoed with industrial type washing machines and tumble driers. Individual baskets helped the laundry staff separate residents clothes. The basket for mixed items was half full, showing that there are occassions when clothing items get mixed up or lost. The laundry staff explained that in most cases the items were returned to their owners-residents. During the tour there were no substances left in inappropriate places which would put residents under risk. Care Homes for Older People Page 18 of 24 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 strong and committed staff team with appropriate training and recently increased number were able to meet residents needs. Evidence: The staffing rota was checked. A recent increase in staffing level per shift for the afternnon shift resulted in a calmer atmosphere and better service to residents. Six carers, led by the senior staff member and supernumery manager were considered as appropriate cover and the home strived to ensure the planned rota was implemented. The senior carer expressed confidence that the current staffing cover was appropriate and staff were able to respond to the residents needs. Staff seen working with residents were unhurried and organised. Domestic staff showed how effective he was when he cleared the smell that was identified in a small area of the home. The cook also stated that her job was much easier with the new kitchen assistant recently employed. The owner provided information on NVQ trained staff: out of 23 carers, 17 were either holding this qualification or were working towards it. There staff files checked showed that all recruitment checks were conducted prior to new staff started working with residents. An improved training programme for all three homes, was also seen here and staff spoken to stated: Yes, we get all training we need to look after our residents. Care Homes for Older People Page 19 of 24 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. A good management team, supported by the consultant, ensured that the home was managed in a stable way and offered a consistently good level of care to residents. Evidence: The manager settled into her role and completed her Registered Managers Award (RMA) qualification. Although she was not present at the time of the site visit, her style was visible. The staff worked in an organised and effective way. Being supported by very good senior carers and a good staff atmosphere, the residents felt well cared for and protected. The consultant led the quality assurance programme that illustrated to the home the views of the residents and their families about the service and provisions. This analysis was also used for creating own improvement plan and was fed back on residents meeting. These meetings were followed by the staff meetings, thus allowing for any potential issue to be discussed at the staff meetings. The home did not deal with residents financies, but did arrange involvement of social services when it was necessary. Good cooperation with the Alzheimers Society also Care Homes for Older People Page 20 of 24 Evidence: helped the home respect the residents rights. Staff felt supported and were regularly supervised by the cascaded supervision programme. Safety and welfare of residents was ensured through clear working procedures, good training for staff and good management of the home and facilities. The temperature of hot water was recorded regularly to ensure better protection of residents. Analysis of accidents/incidents helped the home reduce risks and the number of these events affecting residents. Care Homes for Older People Page 21 of 24 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 22 of 24 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 23 of 24 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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