Care Home: Lake View Residential Home

Similar services:

• 2 Perhaver Park
• The Vicarage
• Fairfields Country Rest Home
• St George`s
• 5 Seafield Road
• Poldhu
• Queensmount

What the care home does well The registered Provider and manager have successfully implemented improvements across a range of areas. Assessments are excellent as is the standard of recording and care planning. Medication systems are also safe and very well managed. People have confidence in the staff and feel that they can air their views and any concerns. The staff are well trained and understand people`s individual needs The new manager has displayed a high level of skill and competence and has a detailed grasp of the home`s management What has improved since the last inspection? Improvements since our last visit are wide ranging and ongoing. They include development of assessment and care planning. This reflects a person centred approach that focuses on maintaining and developing people`s individual skills and abilities. There has been substantial investment in improving the premises with the addition of a conservatory, allocation of space for a managers office, improved laundry and kitchen facilities and various other refurbishments. Safety in the home has been improved by fitting fire safe hold open devices to doors. People`s privacy has also been improved by the fitting of door locks to individual rooms. What the care home could do better: Staff should use people`s preferred form of address A risk assessment should be produced regarding current staff sleeping in arrangements. Key inspection report Care homes for older people Name: Address: Lakeview Residential Home 4 South Road Newton Abbot Devon TQ12 1HL     The quality rating for this care home is:   three star excellent 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: Graham Thomas     Date: 0 3 0 6 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 25 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 25 Information about the care home Name of care home: Address: Lakeview Residential Home 4 South Road Newton Abbot Devon TQ12 1HL 01626354181 01626356421 jane.lakeview@southwestcarehomes.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: South West Care Homes Limited care home 29 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia learning disability old age, not falling within any other category physical disability Additional conditions: To include two service users with a learning disability under the age of 65. Date of last inspection Brief description of the care home Lake View provides care for up to 29 elderly service users, who may also have a physical disability, dementia, or a learning disability. The home overlooks Decoy Lake and has far reaching views. It is situated within a residential area of Newton Abbot approximately 1 mile from local shops. The owners, South West Residential Homes Ltd, registered on 22nd January 2007 with Mr Alan Beale as Responsible Individual for the company. The home consists of the main building and two smaller units within the homes grounds; these are known as the Annexe and the Bungalow. The Annexe is on the Care Homes for Older People Page 4 of 25 Over 65 29 29 29 29 0 0 0 0 Brief description of the care home lower ground floor and is accessed by its own external door. This is currently in use as staff accommodation. The Bungalow is a separate building, a few metres from the main house. It provides accommodation for up to four elderly service users who may also use the facilities of the larger home as desired. In the main house accommodation is on two floors, which are connected by a large stairway and passenger lift. A brochure and Statement of Purpose are available for prospective residents and their representatives, and a copy of the most recent inspection report is available on request. Current fees range from 350 pounds to 500 pounds per week. Care Homes for Older People Page 5 of 25 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: three star excellent service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: Before our visit we reviewed the information we had received about the home since our lat inspection. We visited the home and spent a day there. During our visit we spoke individually with four people living there and others in groups. We also spoke with five staff, the manager and Responsible Individual. A visiting hairdresser and family visitors also spoke with us. We looked at peoples individual plans and checked how their needs were being met. During a tour of the premises we looked at the hygiene, infection control and health and safety practices. A number of other records we looked at concerned staffing and the maintenance of the home. Care Homes for Older People Page 6 of 25 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 Older People Page 7 of 25 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 8 of 25 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Standards 3 and 6 People considering a move to Lakeview can feel confident that a very thorough assessment will be made of their needs before they move in. Evidence: We looked at the records of people recently admitted to the home, including people who had recently moved in. We saw a thorough and detailed assessment had been made of each persons needs and that the assessment process continued after their admission. For example, assessments included personal care needs, physical health, mental and emotional wellbeing, communication, nutrition, tissue viability and many other specific areas of need. Individual risk history and specific risk assessments had also been produced. Mr Beale, the organisations Responsible Individual explained how specific assessments were being trialled such as the Tinetti POMA scale to risk assess falls and Care Homes for Older People Page 9 of 25 Evidence: Barthels activities of daily living index. We saw work in progress on developing a computerised version of one assessment. Detailed care plans had been developed from each assessment with specific instructions for care staff during the morning, evening and night. In our conversations with the manager, she demonstrated a very highly detailed knowledge and understanding of each persons needs and how these were to be met. Staff were similarly well informed. Intermediate care is not provided at Lakeview. Care Homes for Older People Page 10 of 25 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Standards 7, 8, 9 and 10. An excellent standard of care planning ensures that people living at Lakeview receive the care and support they need. High standards of medication management also ensure people maintain their health and wellbeing. Evidence: We looked at three peoples plans and how they were being implemented. This included talking with or observing the people, talking with the manager and staff about their needs and looking at their rooms. We saw that each person had a comprehensive plan that provided detailed and specific instructions for care staff. The plans were clearly based upon the assessments described in the previous section of this report. In the plans we saw examples of the Bath Assessment of Subjective Quality of Life in Dementia. This provided carers with information about the quality of life for people with mild to moderate dementia. Strengths and abilities were described as well as how these might be built upon. This and other areas of the plans demonstrated a clear person-centred approach to care Care Homes for Older People Page 11 of 25 Evidence: planning and the delivery of care. The plans had been regularly reviewed and modified where an individuals needs had changed. Well written, detailed personal histories were included in the plans. This is important to help staff understand the lives, achievements, values and personalities of people, where these may be obscured by dementia. In the care plans we saw detailed accounts of peoples health needs. There were equally clear accounts of how these needs were being met. For instance, we saw detailed notes of visits from health professionals, treatments they had recommended and how this had been followed through. In one persons room we saw a hoist and pressure relieving mattress as described in their plan. We also noted in one persons plan that they needed encouragement to eat and drink. We heard staff sensitively encouraging the person to do so by offering reminders and alternatives. One person who had suffered a stroke was unable to communicate their needs verbally. Pictorial communication aids were available to assist this person. A key worker system is in place. This means that each person has a named person who has particular responsibilities with regard to their support and care. Detailed instructions for carers were produced in each plan that described the persons needs at different times of the day. In our observations work and our conversations with staff and the manager, we found that these needs were very well understood. For example, one persons plan described their vulnerability to depression. On the day of our visit it was the anniversary of a significant loss for the person. All the staff with whom we spoke were aware of this and described the approach they were taking to support the person. People living in the home with whom we spoke confirmed that the needs described in their plans were being met. We looked at how medication was managed in the home. The manager, who showed us the system had a very detailed understanding of best practice and the homes responsibilities. Medication was securely stored in a dedicated cupboard with a separate safe for controlled drugs. All the records we looked at were accurate and up to date and all medicines were accounted for. Each persons Medicines Administration Record had a photograph of the person to minimise the possibility of error. There were specific instructions for the use of as required medication. Where eye drops were in use, a pictorial guide was provided for staff as to how to administer these safely. Homely remedies were in use. Each person had a separate list of the particular remedies they used which had been approved by their GP. In one instance, medication had been stopped. The record had been signed by the Doctor to confirm this. This was confirmed as standard practice in the home. Care Homes for Older People Page 12 of 25 Evidence: During our tour of the home we heard staff knocking on doors before entering rooms and ensuring peoples dignity was preserved by closing doors as personal care was administered. We also observed staff prompting a person to adjust their clothing in order to preserve their dignity. We saw staff treating people with patience, sensitivity and kindness. For example, in the dining room we saw staff crouching to the persons eye level to speak with them and maintaining good eye contact. Some staff frequently used terms of endearment such as darling or my love instead of the preferred form of address. Although nobody we saw appeared to mind this, it may be that some people would find it hard to challenge if they did not like it. Since our last key inspection, locks have been fitted to peoples doors to preserve their privacy and dignity. A room has also been designated as an office so that personal information can be kept more private. Care Homes for Older People Page 13 of 25 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Standards 12, 13, 14 and 15 People living at Lakeview enjoy a flexible lifestyle that suits their individual social needs and interests. Evidence: During our visit, we saw people following their own routines. They moved freely about the home and spent time in the lounge or their own rooms as they wished. We saw some people chatting, reading newspapers doing puzzles and their own craft activities. Personal social preferences and interests were recorded in individual plans. We met one person who had been supplied with painting materials to pursue a particular interests. In addition, an activities programme had been developed and adjusted according to peoples suggestions at residents meetings. For example, one suggestion of introducing prizes with quizzes had been adopted. Involvement in the wider community had been encouraged and supported by negotiations for the payment of transport costs to enable people to attend clubs and social events. During our visit, a hairdresser was in the home and this provided an additional focus Care Homes for Older People Page 14 of 25 Evidence: of social activity. In the afternoon people living in the home and their relatives were enjoying good weather in the garden. All were enjoying tea and cakes. The relatives with whom we spoke told us that they were kept well informed about their relatives needs and were made very welcome when they visited. Information about advocacy services was available in the homes foyer for relatives and other visitors. People living in the home with whom we spoke told us that the food was always good or excellent. In response to suggestions from people living in the home, menus are distributed to peoples individual rooms. A person told us that staff came to their room each day to ask what they wanted. We also saw breakfast and lunch menus on the dining tables with pictures to help people with communication difficulties. On the day of our visit, the main midday meal consisted of roast lamb with fresh vegetables. We saw that people were being offered alternatives if they did not want this meal. The dining room was set out attractively and the meal was a sociable occasion in which people living in the home and staff chatted amiably and shared jokes. We spoke with the cook who demonstrated a good understanding of peoples needs and preferences and individual nutritional needs. Care Homes for Older People Page 15 of 25 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Standards 16 and 18 People living at Lakeview and their representatives can feel confident that any complaints or concerns will be taken seriously and acted upon. There are sufficiently robust systems in place to safeguard people from abuse. Evidence: We saw that the home had policies, procedures and a recording system for concerns and complaints. The complaints procedure was posted on the homes notice board and each person living in the home was supplied with a copy. People living in the home with whom we spoke felt confident that their concerns or complaints would be taken seriously and dealt with promptly. Relatives we spoke with said that they had no complaints and that could always discuss anything with the homes staff or manager. Training records confirmed that staff had received basic in house training in safeguarding vulnerable adults from abuse. The manager, team leaders and most staff members had also attended the Local Authoritys course. In addition the manager had recently attended courses on the Mental Capacity Act and Deprivation of Liberty Safeguards. When we spoke with staff they displayed a clear understanding of the homes complaints procedures and action they might take if abuse was witnessed or suspected. Care Homes for Older People Page 16 of 25 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Standards 19 and 26 People living at Lakeview are benefiting from the ongoing refurbishment and improvement of the home. Evidence: Since our last key inspection the home has undergone substantial improvement and refurbishment. The kitchen has been extended, with new safety flooring. A new conservatory has been added to allow increased communal space. A managers office has also been established to increase privacy. Several residents rooms have been redecorated and en suite facilities refurbished. New carpets and furniture were also seen during our visit. A programme to provide bedroom door locks has been undertaken. The fire escape has been made safer with new treads and rust proofing treatment. We saw that the floor in a communal toilet had been replaced and had been fitted with safety flooring. Planned improvements are ongoing. For example, Mr Beale told us that, whilst the carpets in the main hallway were of reasonable quality, these will be replaced as they are heavily patterned and not suitable for people with dementia. In our tour of the home we noted that all areas were furnished in a homely and comfortable style. There was a good standard of cleanliness and odour control Care Homes for Older People Page 17 of 25 Evidence: throughout. Sound infection control practices were seen in practice during our tour. Staff wore disposable gloves and aprons during cleaning and personal care tasks. Gloves and aprons were available in key areas including bathrooms and individual rooms. Hand gel was available for staff use and liquid soap and paper towels were provided in communal facilities. The laundry has been refurbished with antibacterial PVC wall cladding and non slip safety flooring. Washing machines had the capability of dealing with the homes laundry requirements and there were systems in place to deal with infected materials. Care Homes for Older People Page 18 of 25 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Standards 27, 28, 29 and 30 People living at Lakeview are well supported by sufficient numbers of staff who understand their needs and how to meet them. Evidence: We looked at staffing arrangements for the home. This included looking at staffing records and interviewing three members of care staff. We also discussed specific issues with other staff such as the domestic and catering arrangements. We found that a safe recruitment procedure was in place. This included a formal application, references and criminal records checks. We also saw that a copy of a work permit had been obtained for a foreign worker. Staff rotas suggested that there were sufficient staff on duty at all times including domestic, cooking and maintenance staff. This was supported by our own observations of the support offered to people during the inspection visit. At the last inspection we recommended the provision of sleep-in accommodation within the home rather then being separately accessed as at present. There was no evidence that this arrangement had proved detrimental to the needs of people living in the home. However, we recommend that a risk assessment is produced to evaluate the safety of the arrangement. Care Homes for Older People Page 19 of 25 Evidence: Our discussions with staff confirmed that each had a clear understanding of the extent and limitations of their role. In these discussions staff also showed a clear understanding of the needs of people they were supporting and how their care plans were being implemented. For example, one member of staff told us about the weight monitoring arrangements for one person whose eating pattern was causing concern. We looked at how staff are trained. Mr Beale produces a group training schedule. Staff records showed evidence of a wide range of training relevant to the needs of individuals in the home and the work undertaken. This included, for example, first aid, manual handling, food hygiene and dementia. Induction training records were seen based on the Skills For Care national framework. A programme of training for staff to achieve National Vocational Qualifications in care was also in place. The Manager of the home was undertaking a modular course provided by the Alzheimers Disease Society to be able to cascade training to the rest of the staff. Care Homes for Older People Page 20 of 25 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Lakeview is well managed by a highly skilled and competent manager for the benefit of people who live there Evidence: At the time of our visit the manager of the home was applying for registration with the Commission. Throughout our inspection, she displayed a high level of understanding and competence and a finely detailed grasp of all aspects of the homes management. With the support of The Responsible Individual, Mr Beale, and an operations, she has overseen improvements in many areas of the homes operation. She showed a high degree of commitment to continuing professional development both for herself and her staff and to meeting the needs of people living in the home. At the time of our visit she was in the final stages of a nationally recognised management qualifying course. People living in the home, visitors some staff members with whom we spoke commented favourably about the recent improvements, one visitor describing the Care Homes for Older People Page 21 of 25 Evidence: service as excellent. People living in the home told us about how their views could be aired at regular meetings and how their ideas and suggestions were acted upon. Examples are given in the previous sections of this report. A further example, seen in the minutes of one meeting was changing to lighting in one of the communal rooms. The minutes were circulated to people both in written and pictorial form. Other areas of quality control were seen such as auditing of the medication system. Direct links were also seen with peoples individual plans. For example, one persons individual plans indicated that they would benefit from improved signage in the home and we saw this had been done. We discussed peoples finances with the manager and responsible individual. They told us that they were not acting as agents for any of the people living in the home. Relatives or advocates manage peoples finances where they are unwilling or unable to do so themselves. Some cash is held on behalf of people living in the home. A sample of this was examined. Transactions were clearly recorded and every transaction was confirmed with two signatures to ensure accuracy and protection of the persons interests. Since our last key inspection, safety measures in the home had improved. This included improvements to infection control by the refurbishment of the laundry. We also saw how fire safety had been improved by fitting fire safe hold open devices on main doors through the home and on individual rooms. The manager told us that each person had an individual fire evacuation plan. We saw in staff files that there was ongoing training in health and safety topics such as moving and handling, first aid and food hygiene. During our visit we observed good practice in infection control. Accidents and incidents were recorded and we have received notification of incidents in accordance with the requirements of regulation. Care Homes for Older People Page 22 of 25 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 23 of 25 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 2 10 27 Staff should use peoples preferred forms of address to demonstrate their respect The registered person should produce a risk assessment concerning the current accommodation arrangements for staff sleeping in. Care Homes for Older People Page 24 of 25 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 Older People Page 25 of 25 - 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!