Care Home: Henley House

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What the care home does well People who use the service said they were treated with respect. One person said, “The staff are polite and will do anything for you. They employ the nicest people.” Another person said, “I’m happy here, the carers are very good.” A district nurse visiting the home said, “The care is very good, the same staff have been here for a long time.” Training for all members of staff was encouraged. More than half of the care workers had National Vocational Qualifications in health and social care at level 2 or above. The member of staff who completed the survey commented that members of staff are regularly updated with courses in order to give the best care that they can. All the people asked said the daily routine was flexible and they could get up and go to bed when they wanted. One person said, “I can go to bed and watch television.” Another person said, “If you want a cup of tea in the night you just ring your bell and they bring you one.” Henley House DS0000009436.V377577.R01.S.doc Version 5.2 What has improved since the last inspection? The following action has been taken to comply with the requirements and recommendations made at the last key inspection. Care planning has improved to ensure care plans accurately identify and address all the care needs of each person using the service. Each person has a risk assessment in place for falls, nutrition and the development of pressure sores. To ensure medication is managed safely a record is kept of all medication received into the home. Medication is only given to the person it has been prescribed for. Repeat prescriptions are ordered in time to prevent people from running out of their prescribed medication. What the care home could do better: To ensure medication is managed correctly a system must be put in place to regularly audit all aspects of the management of medication including staff competence. Handwritten instructions on the medication administration record should be witnessed as well as signed to ensure they have been copied correctly. To ensure medication can be audited accurately all containers of medication should be dated when they are opened. Clear written instructions should be in place for staff to follow to ensure medication prescribed to be taken when required is given correctly. To ensure any events that affect the health and welfare of people using the service are managed correctly the Care Quality Commission must be notified. Key inspection report CARE HOMES FOR OLDER PEOPLE Henley House 225 Whalley Road Accrington Lancashire BB5 5AD Lead Inspector Mrs Susan Hargreaves Key Unannounced Inspection 1st September 2009 10:30 DS0000009436.V377577.R01.S.do c Version 5.3 Page 1 This report is a review of the 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. 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. Henley House DS0000009436.V377577.R01.S.doc Version 5.2 Page 2 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 Henley House DS0000009436.V377577.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Henley House Address 225 Whalley Road Accrington Lancashire BB5 5AD Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 01254 232763 01254 237022 wellfield200@gmail.com Wellfield & Henley House Ltd Ms Susan Margaret Brady Care Home 23 Category(ies) of Old age, not falling within any other category registration, with number (23) of places Henley House DS0000009436.V377577.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care home only - Code PC to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP The maximum number of service users who can be accommodated is: 23 Date of last inspection 16th September 2008 Brief Description of the Service: Henley House is registered to provide accommodation and personal care for twenty-three older people. The property is Victorian and set in well-maintained gardens with outdoor seating areas. Henley House is located on the main Whalley Road, which is on a main bus route to all towns in the Hyndburn area. Local shops are nearby. Accommodation is provided on two floors in twenty-three single rooms, eighteen of which have en-suite facilities. There were two lounge areas and a dining area. Smoking is permitted in a specially designated area. At the time of the inspection, the scale of fees ranged from £386 to £412. Additional charges are made for hairdressing, any private healthcare, personal magazines and newspapers over and above those provided. Information is available in a Statement of Purpose and Service Users Guide. Henley House DS0000009436.V377577.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 stars. This means the people who use this service experience good quality outcomes. A key or main unannounced inspection, which included a visit to the home, was conducted at Henley House on 1 September 2009. As part of the inspection process we looked at all the information we have received about Henley House since the last key which took place on 16 September 2008. Information about the last key inspection can be obtained from Henley House or www.cqc.org.uk The manager completed an annual quality assurance assessment several weeks before this visit to the home. This document is a self-assessment that focuses on how well outcomes are being met for people who use the service. It also gives us some numerical information about the service. Two completed surveys were returned from people using the service and one from a member of staff. At the time of this visit twenty people were living at the home. A tour of the premises took place and we looked at staff files and care records. We also spoke to members of staff on duty and people who use the service. Discussions took place with manager and the owner regarding issues raised during the inspection. What the service does well: People who use the service said they were treated with respect. One person said, “The staff are polite and will do anything for you. They employ the nicest people.” Another person said, “I’m happy here, the carers are very good.” A district nurse visiting the home said, “The care is very good, the same staff have been here for a long time.” Training for all members of staff was encouraged. More than half of the care workers had National Vocational Qualifications in health and social care at level 2 or above. The member of staff who completed the survey commented that members of staff are regularly updated with courses in order to give the best care that they can. All the people asked said the daily routine was flexible and they could get up and go to bed when they wanted. One person said, “I can go to bed and watch television.” Another person said, “If you want a cup of tea in the night you just ring your bell and they bring you one.” Henley House DS0000009436.V377577.R01.S.doc Version 5.2 Page 6 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. Henley House DS0000009436.V377577.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 3 People using the 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 thorough admission procedure ensured the health and personal care needs of people using the service were identified and met. EVIDENCE: A copy of the statement of purpose and service user guide is available to people who are considering using the service and their relatives on request. These supply information about the care and facilities provided at the home. The manager or the home owner visited people who were considering using the service in hospital or their own home before admission. The purpose of this visit is to assess the persons health and personal care needs to ensure they can be met at the home. Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 9 We looked at the care records of two people using the service. Pre-admission assessments were seen in both files. These assessments provided important information for the development of their care plans. Standard 6 is not applicable to this service. Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9 and 10 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Care was planned and delivered in a way that met the needs and preferences of people using the service. EVIDENCE: We looked at the care plans of two people who use the service. These plans identified the health and social care needs of each person and provided clear directions for staff to follow to ensure their individual needs were met. The care plan for a person with short term memory problems directed staff to keep her spectacles clean so that she could see properly. Another care plan for a person suffering from diabetes advised staff of the signs to look for in case their blood sugar was lower than normal and the action to take if this happened. Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 11 Care plans also included information about peoples likes and dislikes and their preferred daily routine. This information helped to ensure that people were being cared for in the way they preferred. Appropriate risk assessments including ones for falls, nutrition and the development of pressure sores were in place. Guidance for staff to follow about how to manage identified risks was also included in the care plans. A written report about the care given to each person using the service was written during each shift. This ensured that all staff had up to date information about the condition of each person in order to ensure continuity of their care. Care plans and risk assessments were reviewed monthly and updated when the needs of the person changed. Where possible the people using the service or their relatives were involved in care planning and had signed the care plan to indicate their agreement with the care provided. There were records of the involvement of GPs and other healthcare professionals including the chiropodist and district nurse in the care of people who use the service. A visiting district nurse told us that the care provided at Henley House was good. Medication was stored correctly and administered by members of staff who had received training in the management of medication. We looked at the records for the management of medication. These included a record of medication received into the home and a record of unused medication returned to the pharmacy. A number of people using the service were self-medicating. A risk assessment and management plan was in place for each person to ensure this was done safely. The management plan we looked at directed staff to ask the person if they had taken their medication. Although hand written instructions on the medication administration records were signed they were not witnessed by another member of staff to indicate that the instructions had been copied correctly. We checked a sample of medication records and stock but found it difficult to account for some medication. This was because medication was not always dated on opening. Writing the date on medication when they are opened helps to prevent mishandling. A number of people were prescribed medication to be taken when required. However, there were no written instructions for staff to follow stating if the person was able to tell them when they needed their medication or what signs and symptoms they displayed if they did not. Having clear written instructions Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 12 for the administration of when required medication ensures people using the service are given their medication when they need it. We checked how controlled drugs were handled; these are medicines that can be misused. A special register was used for record keeping and was seen to have been completed correctly. There was no evidence to suggest that the manager or a senior member of staff checked the medication to ensure this was being managed correctly. The manager was advised to develop a system for regularly auditing all aspects of the management of medication including staff competence. Personal care was carried out in the privacy of the person’s own room or the bathroom. Members of staff were observed attending to people in a polite and friendly manner. One person said, “The carers are very good.” Another person said, “The staff will do anything for you.” The two people who completed the survey stated that they always received the care and support they needed. Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 and 15 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples choices were respected and they were supported by members of staff to have a fulfilling lifestyle. Meals were wholesome and appetising and people enjoyed them. EVIDENCE: Discussion with people using the service and members of staff confirmed that people using the service were encouraged to follow their own interests and hobbies. During the visit we saw one person making needle cases with felt and several people reading the newspapers provided at the home. One member of staff said that one person liked knitting, others enjoyed reading, two people were able to go out on their own and several people frequently went out with relatives and friends. One person said, “I go out for a walk every day.” Leisure activities were also organised by members of staff. These included music and movement, watching films and listening to CD’s. Some people said they had enjoyed playing bingo the previous day. An outside entertainer regularly visited the home. Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 14 Local clergy and a Church worker also visited the home and a Communion service was held every month for people who wished to practice their faith in that way. People using the service and members of staff said that visitors were welcomed into the home and offered refreshments. The daily routine was flexible in order to meet the needs and preferences of people using the service. All the people asked said they could choose when to get up and go to bed. One person said, “I can go to bed and watch television.” Another person said, “You can have a cup of tea when you want.” The meal served at lunchtime was wholesome and appetising. People using the service told us they enjoyed the meals. One person said, “I like the meals, there’s always a choice.” People who completed the survey indicated that they always liked the meals. Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People using the service felt confident to express any concerns. Members of staff had the training necessary to ensure people who use the service were protected from abuse. EVIDENCE: A copy of the complaints procedure was included in the statement of purpose and service user guide and displayed in the home. The member of staff who completed the survey indicated that they knew what to do if a person using the service or their relatives expressed any concerns to them. Two people using the service said that would feel confident to make a complaint should it become necessary. The manager said she had investigated one complaint in the last year. A record of this complaint, the investigation and the action taken was available for inspection. No complaints have been made directly to the Commission. Policies and procedures for safeguarding vulnerable adults were in place. The procedure stated the action that members of staff must take if allegations of abuse are made. Discussion with three members of staff confirmed that they had received training in safeguarding vulnerable adults. They all said they Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 16 would report any concerns immediately and knew the procedure they must follow. The manager explained that further had been arranged for all members of staff. This would ensure they were kept up to date with safeguarding issues and the new depravation of liberty legislation. Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 19 and 26 People using the 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 premises are well maintained and provide a comfortable and homely environment for people who use the service. EVIDENCE: A tour of the premises confirmed that the home was clean, tidy and well maintained. This provided a homely and comfortable environment for people using the service. One person said, The cleaning staff are very good, it’s always clean and there’s plenty of towels.” The people using the service who completed the survey stated that the home was always clean and fresh. Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 18 People using the service were encouraged to bring personal items for their bedrooms to make them more homely. These included ornaments, photographs and pictures for the walls. The grounds and gardens were well kept and accessible to people using the service. There were chairs in one area of the garden so that people could sit outside when the weather was nice. All the laundry was done at the home. A suitably equipped laundry room ensured clothes were washed promptly and returned to people using the service. Gloves and plastic aprons were available throughout the home for members of staff to use in order to protect themselves and people using the service from infection. Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Members of staff are encouraged to acquire the skills and knowledge necessary in order to meet the needs of people using the service. Recruitment procedures are thorough. EVIDENCE: The duty rota provided details about the grades and number of staff on duty for each shift. Surveys completed by people using the service indicated that staff was always available when needed. The members of staff interviewed said they liked working at the home because they all got on well together. One person using the service said, “They employ the nicest people.” We looked at the files of three members of staff appointed since the last inspection. These files indicated that all the required information had been obtained before these members of staff had started working at the home. These included two written references and a Criminal Records Bureau check. These checks ensure people who use the service are protected from the employment of unsuitable staff. Discussion with the manager and members of staff confirmed that training was actively encouraged. This included induction training for new employees, Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 20 moving and handling, basic food hygiene, first aid, safeguarding, infection control, fire awareness and dementia. In addition to this most of the care workers had National Vocational Qualifications at level 2 or above in health and social care. Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33 and 38 People using the 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 a competent manager and the views of people using the service are considered when decisions about the care and facilities provided at the home are made. EVIDENCE: The manager is experienced in the care of older people and has managed Henley House for several years. She keeps up to date with current practice by attending relevant training, reading care journals and using the internet. Members of staff said the owner and manager were both approachable and Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 22 supportive. One care worker said, “The manager’s really nice and understanding.” Discussion with the owner and the manager confirmed that they were committed to running the home in the best interests of the people living there and had achieved the nationally accredited Investors in People Award. The people using the service and their relatives were asked to give their views about the home by completing anonymous satisfaction questionnaires every year. The last one was done in August this year and a graph was available explaining peoples responses, which were mainly positive. Meetings with people using the service were held regularly to enable them to discuss any aspect of their life at the home. Minutes from the meeting held in August were seen when activities and food were discussed. The Annual Quality Assurance Assessment stated that as a result of listening to the views of people using the service monthly concerts have been arranged. The Commission has not been notified of events that have affected the health and welfare of the people using the service. This information confirms that any issues are being managed correctly. The manager said she would ensure we were informed of any such events in the future. Policies and procedures for safe working practices were in place. These help to make sure the home is a safe place to live and work. We looked at the records of the weekly testing of the fire alarms. Although the manager said that emergency lighting was checked regularly there were no records available to support this. The manager was advised to ensure that a record of these checks was made. However, both the emergency lighting and the fire alarm system were serviced by an outside engineer every six months. Fire drills were held weekly. The manager explained that the fire risk assessment was under review to ensure it complied with the current guidelines issued by the fire service. We looked at the records of routine servicing of equipment. These included up to date electrical installation and gas safety certificates and evidence that the testing of small electrical appliances was carried out annually. Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 2 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 4 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X X X X 2 Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 24 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP38 Regulation 37 Requirement The Care Quality Commission must be notified of any events that affect the health and welfare of people using the service. This ensures that these issues are managed correctly. Timescale for action 02/10/09 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard OP9 Good Practice Recommendations To ensure medication is managed correctly a system should be put in place to regularly audit all aspects of the management of medication including staff competence. All containers of medication should be dated when they are opened. This will ensure medication is managed correctly and enable accurate checks to be made. All handwritten instructions on medication administration records should be witnessed as well as signed in order to ensure they have been copied correctly. Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 25 2. OP12 Clear written instructions should be in place for staff to follow to ensure medication prescribed when required is given correctly. To enable people who use the service to have a fulfilling lifestyle the range of leisure activities provided should be increased and offered on a more regular basis. Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 26 Care Quality Commission North West Region Citygate Gallowgate Newcastle Upon Tyne NE1 4PA National Enquiry Line: 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. Henley House DS0000009436.V377577.R01.S.doc Version 5.3 Page 27 - 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. 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