Care Home: Grindleford Avenue 2

Similar services:

• Ashlong House
• Norbury Crescent (30)
• Edenvale
• Wadham Avenue
• Chatsworth Care - Dawson House
• Cowden Road, 52 - 54
• Chatsworth Care - Tudor Lodge
• Foxley Lane (121a)

What the care home does well The home is accessible to people who use the service. The residents health and personal care needs are met by the home`s good management system. The activities provided to engage the residents as well as the home`s efforts to assist the service user to attend places of worship and keep in touch with friends and families are commendable. What has improved since the last inspection? The garden is well maintained and the waste from people smoking is dealt with properly. a new manager has been employed to run the home. What the care home could do better: It is important for the home to review care plans and risk assessments. These ensure that the residents needs are identified and proper care plan and risk assessment are completed to meet their needs. We are concerned with the way the medicines are stored and administered. The manager must make sure that the temperature of the room where medicines are kept is not high (or above 25 degree Celsius) and staff who administer medication sign the medication administration sheet to confirm that the residents have taken their medicines. It is also important for the manager to introduce a system of quality assurance so that the people who use the service and their relatives and others can give their views about the quality of the facilities and services. Key inspection report Care homes for adults (18-65 years) Name: Address: Grindleford Avenue 2 Grindleford Avenue 2 New Southgate London N11 1JN     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: Teferi Degeneh     Date: 1 0 0 8 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 Adults (18-65 years) Page 2 of 26 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) 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 Adults (18-65 years) Page 3 of 26 Information about the care home Name of care home: Address: Grindleford Avenue 2 Grindleford Avenue 2 New Southgate London N11 1JN 02083685177 02083685177 alinjard@adepta.org.uk www.pentahact.org.uk Dimensions (ADP) Limited care home 4 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 learning disability physical disability Additional conditions: The maximum number of service users who can be accommodated is: 4 The registered person may provide the following category of service only: Care Home only - PC to service users of the following gender, Either, whose primary needs on admission to the home are within the following categories: Learning Disability - Code LD Date of last inspection Brief description of the care home 2 Grindleford Avenue is a purpose built bungalow, situated at the end of a cul-de-sac on a relatively new housing estate in New Southgate. The home accommodates four adults who have learning and physical disabilities. The home is owned and maintained by Sanctuary Housing Association and managed by Adepta through a written agreement. Adepta is currently joining with a new care provider called Dimentsions. The current group of residents have lived in the home since it opened in 1997. The home is specially adapted and furnished to meet the needs of residents with physical disabilities, whilst still providing a comfortable homely environment. Care Homes for Adults (18-65 years) Page 4 of 26 Over 65 0 0 4 4 Brief description of the care home The home consists of four double bedrooms, one bathroom, a shower room, a toilet, a lounge, a kitchen/diner and an office. The home has a well-maintained back garden and a small front garden, with off street parking for several vehicles. Twenty-four hour care and support is provided. The home has a minibus, which provides access to a range of day care and leisure facilities. Public transport, shops and amenities are a short walk from the home. The fee for residents living in the home is £1,505 per week. Care Homes for Adults (18-65 years) Page 5 of 26 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: This was a surprise inspection which meant that we had not told the home that we were visiting. The inspection started at 8:20 am and finished around 1:30 in the afternoon. The manager was available throughout the inspection. As part of this inspection, we have received a self assessment form known as the annual quality assurance assessment (AQAA) from the home. An AQAA is a form which we request from care homes every year to complete and send back to us. It gives the care homes an opportunity to tell us how they are planning to improve the service. We have included the information from the AQAA in this inspection. The other activities we carried out on the day of this inspection included a tour of the building, the examination of the residents files including care records, the examination of health and safety records, the viewing of staff rotas and discussions with and observation of people who use the service, care staff and the homes management. We Care Homes for Adults (18-65 years) Page 6 of 26 have also considered all the other information that we have about the home. Care Homes for Adults (18-65 years) Page 7 of 26 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Adults (18-65 years) Page 8 of 26 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 9 of 26 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. 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 the person and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service are confident that their admission to the home is based on the outcome of their assessment and the ability of the home meeting their needs. Evidence: No new residents have been admitted to the home for many years. It is clear from the homes AQAA and discussions with the manager that new residents are assessed before their admission to the home. Conversations with two residents and observations of the others indicated that the home has facilities and services which meet the residents needs. The residents we spoke to said they are happy living at the home. Care Homes for Adults (18-65 years) Page 10 of 26 Individual needs and choices 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 needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. 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. The system of having regular one-to-one meetings has ensured that the residents needs are identified and met by the home. However, the residents are not fully confident that their care plans and risk assessments are regularly and properly reviewed, recorded and their needs met. Evidence: Three files of the people who use the service were randomly selected and examined. These all contained evidence of reviews of care plans and assessments. The manager said that the key workers (care staff who have a special interest in the care of named residents) review the care plans and risk assessments. The care plans are detailed covering the residents social, leisure, activity, health, medical, emotional and other needs. The plans identify the action to be taken to meet the needs or achieve goals. The home has also a system of monthly one-to-one meeting with the residents to discuss and review their care and to make sure their needs are met and they are happy living at the home. A close look at some of the care plans revealed that they are not always updated on time. In one of the care plans we noticed that the review Care Homes for Adults (18-65 years) Page 11 of 26 Evidence: was done by crossing off some of the contents and replacing them with new words rather than writing down a new care plan. Some of the files were also too big or bulky to manage. The manager said he was looking into ways of archiving or putting away in a safe place some of the information which is too old and is not needed for immediate use. A resident was observed accessing the homes communal areas without a restriction. They were seen talking to the staff and appeared relaxed. Discussions with the resident, a member of staff and the manager indicated that the residents are encouraged and supported to do things for themselves. For example, one resident was encouraged to make hot drinks on their own. We also saw how a resident was encouraged to choose their breakfast. Each resident has a risk assessment. One of the files we looked at required the risk assessment to be reviewed every month. However, an examination of the records showed that the home has not followed the guidance and the risk assessment has been reviewed annually rather than monthly. We were concerned by this and asked the manager to make sure that risk assessments as reviewed as agreed or planned following the overall needs assessment of the resident. Care Homes for Adults (18-65 years) Page 12 of 26 Lifestyle 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 can take part in activities that are appropriate to their age and culture and 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 and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. 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 good arrangements for the people who use the service to engage in the community and enjoy activities and meals that meet their needs. Evidence: From discussions with the staff and an examination of the files it was evident that the residents are supported to access different activities in the community. On the day of the inspection a resident talked about their planned outing with a member of staff. The AQAA says that each person who uses the service has a timetable which includes activities such as drama therapy, music sessions, story telling, arts and crafts and aromatherapy. The residents are also engaged during holiday times with activities such as sailing, going to the seaside, and visiting families. From discussions with the manager it was clear that the residents are supported to access local amenities including public houses, cafes and libraries. The manager also confirmed that two residents are supported by the staff to attend a place of worship. Care Homes for Adults (18-65 years) Page 13 of 26 Evidence: The residents files and a conversation with the manager revealed that the residents are supported to keep contact with friends and families. The staff assist the residents to keep in touch with friends by helping them write letters or supporting them to visit their friends. A resident is supported by the staff to see their family regularly. We checked the menu and observed the staff prepare and support the residents with their meals. We also talked to the residents about their meals. The staff we observed encouraged the residents to choose their meals. The residents we spoke to and observed seemed to enjoy their meals. The residents records indicated that the residents are encouraged, where possible, to help themselves to prepare or choose their meals. We have also noted in the files that the home has referred a service user for a risk assessment to ensure that they do not choke when swallowing food. There is a system for looking after and recording the residents money. We checked a residents money and found out that both the money and the records were in order. Care Homes for Adults (18-65 years) Page 14 of 26 Personal and healthcare support 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 receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people 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. If people are approaching the end of their life, the care home will respect their choices and help them to 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. Despite the practice of providing good personal and healthcare support that meet their residents needs, the residents are not confident that their medicines are stored, administered and recorded with care. Evidence: The personal and healthcare of the residents were on the whole, well managed. We noted from observations and discussions with the staff that the care staff have experience of ensuring privacy and dignity while supporting the residents with personal care. The residents seemed to be happy and comfortable with the staff. A resident we spoke to said they are happy with the staff. From the AQAA we noted that the home has arranged a home visit for a resident who does not like to attend hospital or health care appointments. We also noted from the AQAA and conversations with the manager that all the residents are registered with their own general practitioners (GPs). From the residents files it is clear that each resident has a health action plan. The AQAA states that the home has a plan to train and develop staff so that they are in a position to meet the changing needs of the residents. Many of the residents are becoming older and the home has taken this into account in assessments, referrals and provision of care. Care Homes for Adults (18-65 years) Page 15 of 26 Evidence: We checked the medicines and medication administration records around mid-day. We noted that some medicines which were no more needed have not been disposed of or returned to the pharmacist. The temperature of the area where the medicines were kept was monitored and recorded. The records showed that the temperature on some days reached 28 degree Celsius. In one instance on 17/07/2009 the temperature recorded in the area was 38 degree Celsius. The manager said this was probably an error in recording. The manager was aware that this was risky to the health and safety of the people who use the service. We also found out that the staff have not signed for a medication which was given to a resident. The manager has carried out an investigation on this and has written to us through email explaining the satisfactory action he has taken to improve the situation. The medication administration record sheets have information on allergies that the residents may have. Care Homes for Adults (18-65 years) Page 16 of 26 Concerns, 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. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. 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 people who use the service can be confident that their concerns can be listened to and acted upon and they are safeguarded by the home from abuse. Evidence: The home has reviewed its complaints policy and forms to reflect the new organisation (Dimensions) that now owns it. The forms are designed in pictorial format to help the residents understand how and who to complain to. The manager said the policy and format have been given to the residents and sent to their families. There have been no recorded complaints since the last inspection. The home also has a policy on safeguarding and has received a copy of the local authoritys policy and procedures on adult safeguarding. There is a system for recruitment and no member of staff works at the home without a satisfactory certificate from the criminal record bureau (CRB). A member of staff we spoke to confirmed that they had attended training on safeguarding. They were also able to give satisfactory description of their knowledge and experience of ensuring safeguarding of the people who use the service. Care Homes for Adults (18-65 years) Page 17 of 26 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, comfortable, 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. People have enough privacy when using toilets and bathrooms. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home has good facilities that meet the needs of the residents. These have enabled the people who use the service to live in a safe and comfortable environment. Evidence: The home is well decorated and looks to be in good condition. All parts of the home were clean and tidy with no offensive smell. However, some carpets in the communal areas were stained and were in need of cleaning or replacing. The rooms and communal areas are accessible to people who use wheelchairs. The manager said he will liaise with the company that manages the building to clean or replace the carpets. The home has a part-time cleaner and a gardener for keeping the home clean and the garden maintained. The garden has been cleared and waste from smoking has been dealt with as required at the last inspection. The AQAA confirms that the residents are involved in choosing colours for painting the walls of their bedrooms and in choosing furniture. We also understand from the AQAA and discussions with the manager that the home has bought a new washing machine with a sluice facility and a new fridgefreezer for the kitchen. A resident we spoke to said they liked the home. Care Homes for Adults (18-65 years) Page 18 of 26 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent, qualified 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. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The people who use the service are confident that they are supported by staff who are vetted, experienced and trained. However, the residents can be concerned that the staff are not always reliable and they cannot be sure whether or not some staff can turn up for work. Evidence: When we arrived at the home to undertake this inspection there was only one member of staff on shift. We were told that the second member, who was booked through an agency, did not turn up and an attempt was being made to get another care worker. While the inspection was in progress a care worker from an agency and the manager arrived. The rota showed that there are two care staff and a waking night staff on shift. Currently there are five members of staff employed by the home. As a result the home relies on agency staff who, the manager said, are not reliable. The manager is currently recruiting new staff. The recruitment process includes advertisement of vacancies, short listing of applicants and interviewing the ones short listed. We are informed through the AQAA that the people who use the service are involved in the recruitment of new staff. We checked all the files of staff and confirmed that they all have written references and satisfactory certificates from the criminal record bureau (CRB) checks. We also noted Care Homes for Adults (18-65 years) Page 19 of 26 Evidence: in the files that the home has sought clarification from some people who wrote references for staff to make sure that the information given in the reference was correct. A member of staff we spoke to confirmed attending different training programmes including safeguarding, first aid, basic food hygiene, health and safety, medication administration. The company has a training department which identifies and organises courses for the staff. The care worker we interviewed said they are satisfied with the training and development opportunities they have at the home. Care Homes for Adults (18-65 years) Page 20 of 26 Conduct and management of the 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 have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because 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. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. 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 good management system to ensure the residents live comfortably and safely in the home. An implementation of a system of quality assurance would enable the residents and their families to give their opinions about the home and help improve the service. Evidence: The manager is responsible for managing this and another small home run by the same company. He said he had been a registered manager of a childrens home before taking up this post. The manager said he has also an experience of working with older people in a care home. The manager explains in the AQAA that he has achieved NVQ (Health and Social Care) level 4, and a Bachelor of Science (BSc) in Public Administration as well as completing a diploma in Computer Operations and Data Analysis. A member of staff and a resident we spoke to have positive opinion about the manager. He works well with the CQC by keeping us up-to-date, for example, by sending notifications whenever these have been needed. Care Homes for Adults (18-65 years) Page 21 of 26 Evidence: The home is yet to implement a formal quality assurance system. However, the manager said the home monitors the quality of the service through one-to-one monthly meetings with the residents. He said that each resident has a key worker who has a special interest in the welfare of the resident. As we mentioned above in this report risk assessments have been completed for the residents. We checked the incident and accident books and found out that there have been four recorded incidents since April 2009. Each of these incidents have been dealt with by the staff. The manager said the companys health and safety officer visits the home once a year to check all the facilities and equipment are maintained, serviced and safe to use. From the health and safety folder we noted that the gas boiler was serviced on 21/05/2009 and the portable electrical appliances were checked on 15/08/2008. Fire alarm and emergency light tests are done and recorded regularly. Care Homes for Adults (18-65 years) Page 22 of 26 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Adults (18-65 years) Page 23 of 26 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 6 15 Care plans must be revised regularly. This is to ensure that the residents needs are reviewed and appropriate care is planned to meet their needs. 30/10/2009 2 9 15 Risk assessments must be kept under review as identified in the needs assessment. This ensures that risks are identified and proper care plan is put in place to safeguard the residents. 30/10/2009 3 20 13 The temperature of the area where medicines are stored must be kept at no 25 degrees Celsius. This ensures that the medicines are safe for the residents to take. 30/09/2009 Care Homes for Adults (18-65 years) Page 24 of 26 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 20 13 The medicines which are not 30/09/2009 needed must be disposed of or returned to the pharmacist. This ensures the safety of the residents. 5 39 24 Aa system of formal quality assurance must be implemented. This will enable the residents, families and visitors to give their views about the home and help improve the facilities and services. 31/12/2009 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 30 The carpets should be either cleaned or replaced. This will make the home a cleaner environment for the people who use the service. The registered person should ensure that the staff are reliable and turn up for work. This will enable the residents to receive the support that they need and to be safe at the home. 2 33 Care Homes for Adults (18-65 years) Page 25 of 26 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Care Homes for Adults (18-65 years) Page 26 of 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!