Care Home: Jubilee Villa Care Home

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What the care home does well Each person has a very detailed, highly individualised support plan, which informs staff exactly how they wish each aspect of their care and support to be met. Staff are very well trained to make sure that they can meet the full range of people`s needs. This includes training in understanding people`s individual ways of communicating. People`s health care needs are very well met and the service makes sure that they have the correct support from outside health professionals to meet their needs. People enjoy a full and active lifestyle reflecting their ages and interests. They are encouraged to make choices about their lives and to participate in `ordinary` experiences, such as going on holiday, going to college and to local pubs and restaurants. The registered managers provide strong leadership and make sure that staff receive the support they need to meet people`s complex needs. Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 What has improved since the last inspection? The home continues to provide a very high standard of care. There were no requirements or recommendations made at the previous Inspection. What the care home could do better: No Requirements or Recommendations for improvement were made at this inspection. Key inspection report CARE HOME ADULTS 18-65 Jubilee Villa Care Home 48 Mill Street Barwell Leicester Leicestershire LE9 8DW Lead Inspector Ruth Wood Unannounced Inspection 29th April 2009 01:00 Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 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 home adults 18-65 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. Jubilee Villa Care Home DS0000001882.V375177.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 Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Jubilee Villa Care Home Address 48 Mill Street Barwell Leicester Leicestershire LE9 8DW 01455 843510 01455 447794 richardallebone@hotmail.com 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) Ms Lucy Hogg Mr Richard Allebone Ms Lucy Hogg Mr Richard Allebone Care Home 5 Category(ies) of Learning disability (5), Physical disability (5) registration, with number of places Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. No additional conditions of registration apply. Date of last inspection 3rd May 2006 Brief Description of the Service: Jubilee Villa is a large, renovated Victorian house situated in the village of Barwell, near Hinckley. The house is adapted to meet the needs of the five young adults living there who have learning and physical disabilities, and who require intensive daily support. There is an adapted mini bus available to enable people to access activities and facilities in the local community. There is a lounge, dining kitchen and sensory room on the ground floor and a communal shower room. There is a communal bathroom on the first floor. There are five bedrooms, one on the ground floor, three on the first floor and one on the second floor. The first floor can be accessed by either stairs or by a ‘through floor’ lift. The second floor can be accessed by stairs. The Statement of Purpose, Service Users’ Guide & Inspection Report are available on request (these provide information on how the agency is organised and what services they provide). The Statement of Purpose and Service Users’ Guide are provided for new residents and are produced in a format with pictures, to make the information easy to understand. Monthly fees are calculated individually for each person living in the home. Details of fees can be obtained from the registered manager. Jubilee Villa Care Home DS0000001882.V375177.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 3 stars. This means the people who use this service experience excellent quality outcomes. The inspection visit took place on a weekday between 13:00 and 17:10. We looked at the care and support of two people living in the home and spoke to one of these people and their friend about the person’s experience of living at Jubilee Villa. We observed staff interaction with people living at the home and spoke to them about how they support the two people whose care we focussed on. We also looked at their support plans and medication records. We spoke to staff about their training and looked at two staff member’s recruitment and training records. We also looked at records relating to fire safety and keeping people’s money safe. In addition to the inspection visit this report has been informed by: • The Annual Quality Assurance Assessment completed by the service, a self-assessment that focuses on how well outcomes are being met for people using the service. It also gives us some numerical information about the service. What the service does well: Each person has a very detailed, highly individualised support plan, which informs staff exactly how they wish each aspect of their care and support to be met. Staff are very well trained to make sure that they can meet the full range of people’s needs. This includes training in understanding people’s individual ways of communicating. People’s health care needs are very well met and the service makes sure that they have the correct support from outside health professionals to meet their needs. People enjoy a full and active lifestyle reflecting their ages and interests. They are encouraged to make choices about their lives and to participate in ‘ordinary’ experiences, such as going on holiday, going to college and to local pubs and restaurants. The registered managers provide strong leadership and make sure that staff receive the support they need to meet people’s complex needs. Jubilee Villa Care Home DS0000001882.V375177.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. Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2 People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People have access to accurate information about the home in an accessible format Comprehensive assessment procedures ensure that people’s needs can be met before they move in EVIDENCE: Each person has a copy of the service user’s guide in their room, which is written in plain English with pictures to make it easy to understand. The guide contains pictures of the home and the types of activities that the person can take part in. It also describes the kind of staff available to support people. We looked at the assessment process for a person who had recently moved in. The service had obtained assessments from social workers and other professionals involved in the person’s care. The registered manager completed their own assessment of the person’s needs following several visits to their existing placement. Staff members also visited the person and worked with them in their existing setting and the person visited Jubilee Villa before moving in. The person’s parents were also consulted. Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 9 As a result of this detailed assessment process a comprehensive support plan was in place when they came to live at Jubilee Villa. This support plan is reassessed and updated to reflect the person’s current needs. Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 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): 6, 7 ,9 People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are supported to make choices, to take acceptable risks, and have their needs fully met. EVIDENCE: We looked at two people’s support plans. Both of these were comprehensive, written from the perspective of the person involved and included pictures and photographs to illustrate the person’s needs and to demonstrate how they would like them to be met. We were able to speak directly with one person about their plan and to the other person’s key worker; both plans accurately reflect people’s needs and aspirations. Plans contain information about how people like to make choices and the communication that they use to express these choices. Staff spoken with had a very good understanding of people’s individual communication needs and receive training in using communication tools such as objects of reference, symbols and photographs. People are given choice about day- to- day things Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 11 such as food, what clothes to wear and which toiletries to use. One person regularly chooses their holiday and has chosen not to attend a day centre on one day, instead spending the day doing other activities such as personal shopping. Well-written risk assessments ensure that people can take part in day-to-day activities (such as going out to the pub) without their safety being compromised. Some aspects of risk assessments are also expressed in photographs and pictures, which makes them very easy to understand and follow. Best Interest meetings are held with relevant professionals and family members where it is felt that an individual is unable to give informed consent about some aspect of their care or support. Decisions arising from these meetings are clearly documented. Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): This is what people staying in this care home experience: 12, 13, 14, 15, 16, 17 People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People experience a full and active lifestyle EVIDENCE: Everyone living in the home has a ‘Life story’ book and we looked at two people’s to help us to understand the kind of lifestyle that people living in the home experience. These books use plain English and photographs to document the kind of activities the person likes and that they have been involved in. They also help to give a flavour of the person’s personality and interests, which it may be difficult for them to convey using formal communication. The registered manager told us that one person’s relative found the book very useful in keeping up to date with what their relative had been doing. Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 13 Each person has an individual programme of activities, which reflects their interests and capabilities. This includes hydrotherapy, regular aromatherapy massage, going shopping and attending college. Some people attend a specialist day centre on some days and the service provides transport for them to do this, so that they travel there directly, at a time that is convenient for them. The home has a sensory room, which is used daily by some people; during the inspection one person was enjoying listening to ‘Abba’ in this room when they returned from the day centre. The service tries to ensure that each person has the opportunity to go away on holiday at least once per year. One person told us how much they were looking forward to their holiday at ‘Centre Parcs’ at the end of May. They usually went to Spain but had decided to holiday in the UK this year and would be accompanied by their friend and a member of staff. They had also been shopping to buy new clothes for their trip. A staff member told us that they would be going on holiday with another person and their family to offer the required support so that the whole family could enjoy quality time together. There are sufficient staff on duty to enable spontaneity; the day of the inspection was a warm spring day so staff supported some people to go out for a drive and a picnic lunch. Some people have complex nutritional needs, which are clearly detailed in support plans; staff also displayed an excellent understanding of these. Menu records show that people receive a varied and nutritionally balanced diet. People also enjoy going out to restaurants and have a take-away of their choice once per week. Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 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): 18, 19, 20 People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People’s health, personal care and medication needs are very well met. EVIDENCE: People’s personal care needs and how they should be met are very clearly detailed within their support plans. For example these guide staff exactly how they should clean a person’s teeth, what toothpaste and toothbrush they should use and what signs the person will give if they do this incorrectly. Some staff have also received training from a specialist dentist on how to clean teeth effectively to prevent gum disease. This attention to detail is evident in all aspects of people’s health and personal care. People’s preferences in all aspects of their personal care are recorded. People living at Jubilee Villa often have complex health needs and the service regularly liaises with outside professionals to ensure that these are met. A meeting was held on the day of the inspection with a person’s consultant to address a specific health concern and physiotherapists, speech and language therapists, occupational therapists and dieticians are regularly involved to Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 15 ensure the full range of people’s health care needs are met. Individual Health Action Plans give clear guidance about people’s health, nutritional and medication needs and staff confirmed that they have received appropriate training to meet people’s needs. Complimentary therapists also visit the home regularly and staff have been trained in hand and foot massage. Staff have received training from the local podiatry clinic to undertake general foot care and to identify any foot problems that would need to be seen by the podiatrist. People’s medication is reviewed on a three monthly basis and each person’s medication is stored securely in their bedrooms, together with their medication records. Staff have received appropriate training in administering medication, including the administration of ‘emergency’ medication, such as that required to manage some forms of epileptic seizure. Two people’s medication records were checked; these were fully completed with no gaps in recording. Explanations about people’s medication, its uses and side effects is included in their support plans, together with clear protocols as to when ‘as required’ medication should be used. Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 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): 22, 23 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’s views are listened to and effective procedures and practice ensures that they are protected. EVIDENCE: The service user guide outlines in clear language and pictures that abuse in any form is not tolerated and explains how people can tell someone if they are unhappy. For those people without formal means of communication there is guidance in support plans about how they will display their unhappiness or dislike and staff are trained to recognise such changes in behaviour. The Commission have not received any concerns or complaints about the service since the last inspection and no complaints have been made directly to the service. All staff have received training in safeguarding adults to the ‘alerters’ stage and those spoken to demonstrate a good understanding of their responsibilities in this area. Each person has their own bank account and Leicestershire County Council acts as their appointee. Full records are kept of all transactions made and two signatures are required to evidence each transaction. Receipts are also kept to evidence transactions. The financial records of the two people whose care we looked at in detail were checked and found accurate. Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 17 Before they start work, staff’s names are checked against the vulnerable adults register and they have a Criminal Records Bureau check. Such checks as these help to make sure that only suitable people work at Jubilee Villa. Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 18 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 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): 24, 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. The environment is clean and comfortable and meets people’s needs. EVIDENCE: People’s bedrooms are decorated in a way that reflects their tastes and personalities and they contain appropriate equipment to meet their individual needs. The environmental health officer visited the service last year and made no recommendations for improvement. The fire safety officer also visited and made one recommendation that the fridge/freezer be moved, which has been met. A sensory area is being developed in the rear garden and special plants and water features are waiting to be installed. A wheelchair swing has also been purchased for use outdoors. Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 19 All areas of the home were clean and tidy on the day of the inspection. Staff have received training in infection control and appropriate hand washing facilities and protective clothing for personal care were in place. Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 20 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 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): 32, 34, 35 People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People’s needs are effectively met by well-trained, competent staff. EVIDENCE: We looked at two staff members’ recruitment records; these showed that their names had been checked against the vulnerable adults register, they had a Criminal Records Bureau check and two written references had been obtained before they started work in the home. All staff undertake a comprehensive induction programme and complete a three-month probation period. This can be extended if the new staff member experiences any difficulties. All staff have the opportunity to work towards National Vocational Qualifications at level 2 and 3. Staff receive a range of training that enables them to meet the needs of the people living at Jubilee Villa; this includes nutrition and well being, positive behavioural management, understanding autism, person centred planning and effective communication. Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 21 Staff members spoken with confirmed that they had received a wide range of training and that they receive regular one-to-one supervision and appraisal. Staff were observed to interact with people in a positive way, taking account of their different ways of communicating and given them the time to express themselves. One person said that the staff helped them and was very positive about the support they received. Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 22 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 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): 37, 39, 42 People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well run in the best interests of the people living there. EVIDENCE: Both registered provider/managers have many years of experience of working with people with learning disabilities and both hold the Registered Managers Award. One registered provider/manager holds a nursing qualification in learning disability and ensures that she remains up to date with current practice. There is also a general manager responsible for the day-to-day running of the home. This person has completed their National Vocational Qualification in health and social care at level 4 and is currently studying for a Leadership and Management Award. Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 23 The quality of the service is monitored through regular review of people’s support plans and annual questionnaires sent to relatives to obtain their views about the care provided. Although the majority of people living at Jubilee Villa do not communicate in a formal way, staff take account of their views and choices by being sensitive to their individual methods of communication and acting upon these. Staff are consulted through bi-monthly staff meetings and also receive regular one-to-one supervision. All staff complete training in food hygiene, moving and handling, fire safety, first aid, health and safety and infection control. A fire and health and safety checklist is completed each night and fire systems and equipment are regularly tested and serviced. Window restrictors and valves to regulate water temperature are in place to ensure the ongoing safety of people living in the home. Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 24 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 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 3 2 4 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 4 33 X 34 4 35 4 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 4 4 X 4 X LIFESTYLES Standard No Score 11 X 12 4 13 4 14 4 15 4 16 4 17 4 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 4 4 4 X 4 X 4 X X 3 X Version 5.2 Page 25 Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc No Are there any outstanding requirements from the last inspection? 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. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Jubilee Villa Care Home DS0000001882.V375177.R01.S.doc Version 5.2 Page 26 Care Quality Commission Eastern Region Care Quality Commission Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE 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. 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