Care Home: Farthings Residential Care Home

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What the care home does well Anyone new wanting to come to the home is assessed beforehand to identify what the person`s needs are, and if the home is able to meet them. This information is then shared with staff, so they know what they are expected to do. One person said, "I came here in March, Noami (the manager) came to see me in hospital." People are treated with respect and dignity and residents said staff follow good practices. Visitors are welcome to come and see their friends and relatives in the home and they are able to take people out. One person told us "My family come, they are made welcome and can have a drink." People are able to make choices about their daily routines. One person told us, "I am able to choose for myself, everyone is very nice to me". People are happy with the food they receive, and have a choice at each meal. Comments made by residents and relatives included, `Food is home cooked and usually excellent`, `The home is always looking to make improvements with regard to the care, menu and activities for the residents` and `Food is mostly excellent`. People are given information about how to complain if they are not happy about anything. One person said, "I am always very happy, I get on with everyone". There are sufficient and suitably trained staff on duty who have been through the required recruitment checks. Some staff have a professional qualification and other staff are working towards one. Staff receive regular training and new staff undergo an induction once they have completed the pre employment checks. There is a suitably qualified and experienced manager in post and people will be encouraged to comment on how the home is run. The required health and safety checks and tests to the building and equipment are carried out. What has improved since the last inspection? This is the first inspection since the new provider was registered. What the care home could do better: Care plans are needed for all needs identified and they should also assess people`s mental capacity and recognise any deprivation of liberty taking place. People`s health must be promoted through healthcare checks and medication must be administered in accordance with the guidelines for this. There should be sufficient and varied activities provided in line with the wishes of residents, and the correct procedures must be followed in the event of any allegation of abuse. Some areas of the home are in need of decoration and furniture needs to be appropriate for use by residents. A ramp would make it easier for some residents to be able to access the courtyard area. Key inspection report Care homes for older people Name: Address: Farthings Residential Care Home Old London Road West Drayton Retford Notts DN22 8ED     The quality rating for this care home is:   one star adequate 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: Stephen Benson     Date: 0 3 1 2 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 29 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 29 Information about the care home Name of care home: Address: Farthings Residential Care Home Old London Road West Drayton Retford Notts DN22 8ED Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): David Ashall, June Ashall trading as Farthings Residential Care Home Name of registered manager (if applicable) Miss Naomi Jane Goodwin Type of registration: Number of places registered: care home 13 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: 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 category: old age not falling within any other category-code OP Date of last inspection Brief description of the care home The Farthings is located in the village of West Drayton, which is easily accessible from the A1. There are regular public transport services to the local town and surrounding areas. Care Homes for Older People Page 4 of 29 Over 65 13 0 Brief description of the care home The care home is registered to provide personal care for 13 residents over the age of 65. The care home provides accommodation on to floors, the upper floor being accessible via a staircase with a fitted stair lift. Some rooms are located in converted outbuildings across the enclosed courtyard, which has seating areas for residents use. The provider said on 03/12/09 that the fees range from £320 to £460. A copy of the latest inspection report is available at the home. Care Homes for Older People Page 5 of 29 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: one star adequate 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 accommodated 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. This was our first visit to the home since it was taken over by a new provider. This inspection involved one inspector; it was unannounced and took place in the daytime, including lunchtime. Prior to the visit an analysis of the home was undertaken from information gathered since the new registration as approved including that from the Annual Quality Assurance Assessment they completed. We sent survey forms entitled Have your say about... to a sample of service users, relatives and staff and 10 of these were returned. Care Homes for Older People Page 6 of 29 The main method of inspection used is called case tracking which involves looking at the quality of the care received by a number of people living at the home. We also use evidence from our observations; we speak with them about their experience of living at the home; we look at records and talk with staff about their understanding of the peoples needs who they support. The premises were not inspected in detail but various areas of the home were visited as part of the inspection. Care Homes for Older People Page 7 of 29 What the care home does well: What has improved since the last inspection? What they could do better: Care plans are needed for all needs identified and they should also assess peoples mental capacity and recognise any deprivation of liberty taking place. Peoples health must be promoted through healthcare checks and medication must be administered in accordance with the guidelines for this. There should be sufficient and varied activities provided in line with the wishes of residents, and the correct procedures must be followed in the event of any allegation of abuse. Some areas of the home are in need of decoration and furniture needs to be Care Homes for Older People Page 8 of 29 appropriate for use by residents. A ramp would make it easier for some residents to be able to access the courtyard area. 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 29 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 29 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 are assessed prior to moving into the home to ensure their needs can be met. Evidence: We were told in the assessment they completed that Within our business all service users are assessed prior to being admitted to the Farthings care Home. I as a manager will visit the individual at their current accommodation with an assessment form to ascertain the needs of the individual and assess whether we are able to accommodate there needs. There has been one person admitted to the home since the change of ownership. The file for this person was seen, and this had an assessment completed in hospital by the manager prior to the person moving in. There was also a discharge letter form the hospital and a further assessment completed when the person arrived at the home. The information provided detail of what the persons needs were and how these should Care Homes for Older People Page 11 of 29 Evidence: be met. Staff said they had been told about the persons needs before they moved in and the resident said I came here in March, Noami (the manager) came to see me in hospital In our survey forms three people said they had received enough information about the home before they had moved in and one person said they had not. Care Homes for Older People Page 12 of 29 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Care plans are improving, although peoples mental capacity is not being properly assessed and healthcare is not being fully monitored. The practices for recording medication are not sufficiently robust. Evidence: We were told in the assessment they completed that, A care plan is put in place which highlights areas that need supporting and enables the service user and the team to build a plan around the service user and their personal characteristics. The files for the three people case tracked were looked at and these included a section for risk assessments and care plans. Some of the care plans seen had been changed and updated due to changes in the persons needs. All plans seen had been recently reviewed and explained what help should be provided, however there were needs identified in risk assessments that did not have a care plan prepared to explain how this need should be met. For example two of the care plans seen assessed the person being at risk of skin damage, yet there were no care plans seen for promoting good skin care. Care Homes for Older People Page 13 of 29 Evidence: There was no information seen in care plans about assessing peoples mental capacity or reference to any deprivation of liberty. There were not any care plans seen describing how peoples social needs should be met. One care file contained a life history, but this had limited information in and staff said more information about the person would help them, as would more detail in care plans. In our staff survey forms both said they are given up to date information about the needs of the people they support or care for. In our survey forms one resident told us they always receive the care and support they need and three people said they usually do. One person commented, Staff are caring and I am well looked after. Four relatives said the service usually or always meets their relatives needs. One person commented, The care provided is very good and most important my father is very happy at Farthings. During the visit a resident told us, I am very happy, I try to be independent, and they encourage me to be so. I am a lot better than I was, I am very happy. There were audiology reports from April 2009 seen in three peoples care files that referred to full hearing tests being needed, however there was not a record seen that these had taken place, and staff did not know whether they had or not. There was no reference to recent eye tests taking place, The most recent optical statement seen in one file was dated April 2005. A letter was seen in one care file from the hospital stating that a resident had failed to attend an eye clinic appointment in January 2009, but there was no record of a further appointment being made or attended. Each care file contained a chart to record when personal care is provided. One showed a resident having 9 baths or showers in the past month whilst a second care file showed 1 and a third showed 2. There was no explanation in the care plan about this. Residents who completed our survey forms said they always receive the medical support they need. One person told us, Ive got my hearing aids, staff put them in this morning, they had to put new batteries in. Part of the lunchtime medication round was observed and this people were observed Care Homes for Older People Page 14 of 29 Evidence: to take their medication before the administration record was signed. Administration records seen were fully completed. Medication is provided from more than one pharmacy, and some administration records have to be hand written each month. Where this happens this is checked and signed by two staff. A member of staff said she has not had any medication training and is not involved in administering any medication, however she does witness when a controlled drug is given. The member of staff said she does not actually watch the drug being taken or check the accuracy of the records made. A resident told us, One of the carers gives me my medication, they never forget. There is a dignity champion appointed in the home and staff said they felt this was a positive thing. Staff described good practices in promoting peoples privacy and dignity, which residents confirmed took place. Care Homes for Older People Page 15 of 29 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 have opportunities to choose and take part in activities in the home. There are opportunities for people to exercise choice in their lives and they are provided with a varied and wholesome diet. Evidence: We were told in the assessment they completed that, There are systems in place that the staff document and show that autonomy and choice is promoted. There is a chart in the care file to record any activities people take part in. These showed recent activities included individual time with staff, walking, reading and receiving visitors. There is a monthly religious service held. Residents were seen reading newspapers and magazines and one communal area had music playing. Staff said they try to provide some games in the afternoons when they have time. In our survey forms two people said there are always activities arranged they can take part in, and two people said there sometimes are. Comments made included, The staff are all very cheerful and friendly and do try to keep us fully occupied without Care Homes for Older People Page 16 of 29 Evidence: being too obtrusive and we could do with more organised activities. A relative commented, Activities are encouraged for those who wish to participate. There were visitors seen in the home who were talking with other residents. One person told us My family come, they are made welcome and can have a drink another person said, I go to visit my sister on Saturdays. Staff said they provide people with choices where possible and gave examples of when people get up or go to bed, what they wear for the day and choices made over drinks and meals. In our survey forms three relatives said the home usually supports people to live the life they choose, and one person said they always do. One resident told us, I am able to choose for myself, everyone is very nice to me. There is a five week menu displayed, which provides a varied diet and says that alternatives are available. At lunchtime there was a homemade mince pie with vegetables. One person was seen having a salad and another was having sandwiches. In our survey forms two people said they always like the meals in the home, and two people said they usually do. Comments made by residents and relatives included, Food is home cooked and usually excellent, The home is always looking to make improvements with regard to the care, menu and activities for the residents and Food is mostly excellent. Care Homes for Older People Page 17 of 29 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. There are systems in place for people to raise any concerns but safeguarding procedures are not always adhered to. Evidence: We were told in the assessment they completed that, Within our service we have a robust complaints procedure which is available and known to service users and All residents are protected and safeguarded from all forms of abuse. staff are fully trained and aware of forms of abuse and of the safeguarding policy. There was a copy of the complaints procedure displayed in the home and this is also included in the Statement of Purpose. There was a complaints file which had a record of complaints made, there were three entries made since the home was registered with the new provider. One was a staffing issue, another an incident between two residents and the third concerned an incident between a member of staff and a resident. There were details of an investigation into this, which referred to safeguarding responsibilities, but there was no evidence that this had been dealt with through the correct channels. In our survey forms all residents and relatives said they knew how to make a complaint and staff said they knew what to do if someone had concerns about the home. One person said, I am always very happy, I get on with everyone. Care Homes for Older People Page 18 of 29 Evidence: Staff said they had received training on safeguarding and that this had been included in their induction. There were certificates seen in staff files showing they had completed safeguarding training. One person told us, I feel very safe here. Care Homes for Older People Page 19 of 29 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. Areas of the home are in need of decoration to make it a more homely and suitable place for people to live in. Evidence: We were told in the assessment they completed that, Our environment is kept clean and tidy and free from odour. We have a robust system for cleaning. If any spillages are noted they are dealt with straight away. The main lounge had a number of small tables near armchairs. One resident knocked over a cup off tea when moving her legs and staff commented that the tables are not suitable for some of the residents. Staff commented a ramp was needed from the main house into the courtyard. This was looked at and there is a change of level. In our survey forms three residents said the home is usually fresh and clean, and one person said it always is. There were comments in staff and relatives surveys about the standard of decor when asked, what could the home do better, The homes decorating to bring the standards back up and The care home could do with some re-decoration in certain areas. Care Homes for Older People Page 20 of 29 Evidence: The decor in some areas of the home showed signs of aging and in need of some redecoration. One resident told us, My room is lovely. Staff have received training on infection control and described good practices in helping prevent the spread of any infection. Staff said there is always protective clothing available and residents said these are always used when providing personal care. Staff were seen wearing disposable aprons when serving out dinner. Care Homes for Older People Page 21 of 29 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. There are sufficient staff available to meet peoples needs, and they are provided with the training they require to do this. People are protected by recruitment practices in the home. Evidence: We were told in the assessment they completed that, All staff go through an application and interview process discussing relevant practices and an understanding of the job role and an induction pack is put in place and relevant training is undertaken. The rota showed there are two care staff on duty at all times and staff said this was sufficient for them to be able to complete their duties and see to peoples needs. Comments were made on our survey forms about the changes in staff that have occurred recently, a resident commented, There has been a big change in staff recently which is very unsettling and a relative said, My mother does get concerned about the high rate of staff turnover. The files for some new staff were seen and these contained the required pre employment checks. It was stated on the assessment they completed that all staff who have started work in the home in the last 12 months had satisfactory pre Care Homes for Older People Page 22 of 29 Evidence: employment checks carried out. A recently appointed member of staff said she had completed an application form, provided two referees and undergone a Criminal Records Bureau check (CRB). The staff member also said that she has been given an induction work book which she has found useful. Staff training records showed that regular training is provided and there is a plan for future training. We were told there is a staff training programme, that five staff have got a professional qualification, and four staff are currently working towards achieving one. Staff said in the surveys they completed that they are provided with training that is relevant to their role, and helps them understand and meet individual needs. A relative commented, Staff are pleasant but some lack experience. Care Homes for Older People Page 23 of 29 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 are suitable management arrangements in the home to ensure the home is run in the best interests of people living there. Evidence: We were told in the assessment they completed that, In the last 12 months we have made many new ideas and made changes to menus from results of the resident and relative meetings and surveys. Staff said the manager is very supportive and is available to be contacted if needed out of hours. A relative commented in our survey forms, the manager is very efficient and caring. There was not any information seen about any quality assurance taking place in the home, although there are quarterly residents and families meetings held. There were not any minutes of these available. A resident told us, I am asked for my views about things. Care Homes for Older People Page 24 of 29 Evidence: There is a system in the home to help manage people finances. A sample of these records were seen and found to be correct, although they were a little jumbled. We were told in the assessment they completed that equipment is serviced or tested as recommended by the manufacturer or other regulatory body. Dates were provided showing this to be the case. Staff said they did not have any concerns about health and safety within the home and a resident told us, Yesterday they were checking the fire buzzers. Care Homes for Older People Page 25 of 29 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 26 of 29 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 7 15 There must be a process in 01/03/2010 place to assess peoples mental capacity and regognise any deprivation of liberty taking place. This will promote people to retain as much control of their lives as they can. 2 7 15 Ensure a care plan is prepared for all identified areas of need. This will ensure staff know how to met all of the residents needs. 01/03/2010 3 8 12 People must have access to the healthcare checks they require according to their needs. This will ensure their well being is promoted. 01/03/2010 Care Homes for Older People Page 27 of 29 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 4 9 13 Staff acting as a witness for the administration of controlled drugs must fulfill the responsibilities of that position. This will ensure people medication is correctly administerd and managed. Ensure the correct procedures are followed in the event of any allegation of abuse. This will ensure people are safeguarded following an allegation. 01/02/2010 5 18 12 01/02/2010 6 19 23 Ensure the internal decor is maintained to a presentable standard. This will ensure residents live in a pleasant environment. 01/06/2010 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 3 12 19 19 Ensure there are sufficient and varied activities provided in line with the wishes of residents Ensure suitable tables are provided for residents to use and put things on. Provide a ramp between the main house and the courtyard. Care Homes for Older People Page 28 of 29 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. 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