Care Home: Longlast

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What the care home does well This home is a happy place to live and work. The people who live there get good care. They lead interesting lives. They keep in contact with their families. The house is nice and has a lovely garden. People have their own bedrooms, with their own things in. The home works with health professionals to keep people well. Staff are well trained. Everyone is treated as an individual. Everyone is treated fairly and respected. What has improved since the last inspection? Care plans are easier to understand. They tell staff more about risks and how to stop individuals being harmed. What the care home could do better: The home should be connected to the internet. People could use it to keep in touch with family and friends. They could find out what is going on and contact people with the same interests and lifestyles. The manager could keep up to date with changes in the law and advice about caring for people. Key inspection report Care homes for adults (18-65 years) Name: Address: Longlast Thorpe Road Carlton Stockton-on-Tees TS21 3LB     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: Michaela Griffin     Date: 0 1 0 7 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Adults (18-65 years) Page 2 of 27 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 27 Information about the care home Name of care home: Address: Longlast Thorpe Road Carlton Stockton-on-Tees TS21 3LB 01740631391 F/P01740631391 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Mr John Robinson Heslop t/a Annfield Care,Mrs Joanne Heslop t/a Annfield Care care home 9 Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 learning disability Additional conditions: Date of last inspection Brief description of the care home Longlast is a small home which is registered to provide care for 9 people with learning disabilities. The home is in a rural setting, on the outskirts of a village. Accommodation for the residents is provided in spacious single bedrooms, two of which have en-suite facilities, and there are three lounges/communal rooms with ample shared space. The building has been converted to enable it to offer spacious accommodation for the people who live there, and is set in its own grounds, with a large enclosed garden at the rear of the house. Transport is provided by the Proprietors, which enables residents to use the amenities of the village, as well as those further a field. The transport is also used for residents to experience regular outings and outside activities. The current scale of charge falls between #462.00 and #986.00 per week (June 2009). There are additional charges for hairdressing, chiropody, personal items and petrol for travel. 9 Over 65 0 Care Homes for Adults (18-65 years) Page 4 of 27 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 Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating for this service is 3 stars. This means the people who use this service experience EXCELLENT quality outcomes. The manager completed and returned an Annual Quality Assurance Assessment (AQAA). The AQAA is the services self-assessment of how they think they are meeting the National Minimum Standards. This information was received before the inspection and was used as part of the inspection process. We have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations, but only when it is considered that people who use the service are not being put at risk of harm. In future, if the requirement is repeated, it is likely that enforcement action will be taken. The inspection took place on one day and it was unannounced. The inspector Care Homes for Adults (18-65 years) Page 5 of 27 interviewed the manager and another member of staff. The inspector also looked around the home and checked paperwork and the files. She met five people who live in the home, five staff and two relatives who were visiting. Before the inspection surveys were sent to staff and ten people returned them and gave their views about the service. The inspector also spoke to a social worker. Care Homes for Adults (18-65 years) Page 6 of 27 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Adults (18-65 years) Page 7 of 27 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 8 of 27 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between the person and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People get the chance to visit and find out about the home before they decide to move in. The home makes sure it will be able to meet peoples needs before they are offered a service. Evidence: The home provides information about the services and lifestyle it offers. This is to help people to decide if they want to live there. Each person has a service user guide with information about what he can expect. The information is provided in simple language and with pictures, which makes it easier for people who do not read English to understand when it is read to them. The home can also obtain information in other languages to suit the individual. This enables people to make choices and lets people know that this service welcomes people with different communication needs and preferences and from different communities and backgrounds. One person has moved into the home since the last inspection. Her file was checked. It contained records of a full assessment carried out by the home and a period of introduction, when the person and her family got a chance to find out what the home Care Homes for Adults (18-65 years) Page 9 of 27 Evidence: would be like. Before she was offered a place in the home, the manager obtained as much information as she could about the individuals needs from health and social care professionals and then carried out her own assessment to make sure the service would be able to meet her needs. Care Homes for Adults (18-65 years) Page 10 of 27 Individual needs and choices These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People have care plans that explain what they need and want. People are encouraged to make choices and to lead full lives, with support to protect them from harm. The differences between people are respected. Evidence: The inspector met five people who live in the home. One of them talked to her about what it is like to live in the home. The inspector also interviewed two relatives who were visiting on the day of the inspection. She looked at care plans and other records. They included assessments of the risk for individuals in leading full lives and doing the things that they enjoy and instructions for staff on how to minimise risks. Each person has a person-centred plan that is based on their assessed needs and the way they want to live their lives. Relatives said that they were very pleased with the way that the person they visit has developed since she moved into the home. A staff member wrote Longlast has a holistic approach, to ensure that their emotional, physical and spiritual needs are met. Care Homes for Adults (18-65 years) Page 11 of 27 Evidence: One person who lives in the home said The staff do what I want. They are nice to me. Care Homes for Adults (18-65 years) Page 12 of 27 Lifestyle These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They can take part in activities that are appropriate to their age and culture and are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are involved in the activities they enjoy and do the things they want to in the home and the community. Evidence: The people who live in this home lead lifestyles based on the things they like to do. Nine people have places in different day centres and six of them are out of the house most days. The others have individual programmes of day time activities, inside and outside the home. One persons weekly activity plan included taking part in groups for pottery group, sewing, art, drama and crafts. She also has individual mobility training in the community. One person described holidays that she has enjoyed with staff support. Families are made welcome. One relative said We get invited to social events. Christmas dos have carol singing, mulled wine and mince pies. Care Homes for Adults (18-65 years) Page 13 of 27 Evidence: The home has a people carrier, 7 seater vehicle and a smaller car for taking people out and about in small groups and individually. Staff provide transport for people who do not have their own cars but want to visit. Some people who live in the home visit their families and have overnight stays. If their families cannot collect them, the staff take them on these visits. Other people are encouraged to keep in touch with relatives by telephone, especially if they live too far to visit regularly. People have lots of choice about what they want to eat and when. The staff enable people to follow non-traditional diets, based on their preferences, beliefs and lifestyle choices. For example one person follows the Hindu religion and one way the staff support him in this has been by researching and providing him a choice from the sorts of food members of his faith community enjoy. People can have a drink or snack when they want and some people like to be involved in preparing meals. One person said I like to cook. I make butterfly cakes. The home has a large open plan lounge with a dining area, where people can eat together if they wish. The people who live and work in the home regularly go out together for meals and when special occasions are celebrated and family and friends are invited. A relative said Weve eaten here at parties and the food was good. People who live in the home can use personal computers, for example to play games and develop literacy and numeracy skills. But they do not have access to the internet. The home should provide internet access, which is now an important communication and socialising channel for people of similar ages in the wider community. This would help people who cannot go out independently and who live in a fairly isolated location, to keep in touch with family and friends more easily and establish links with people with similar interests in other areas. This may particularly benefit people who want to communicate with people beyond the majority white British community or receive and offer support to other people who lead lifestyles and have interests not shared with the majority. The internet would also be another way of obtaining information about social activities and events that may interest them. Care Homes for Adults (18-65 years) Page 14 of 27 Personal and healthcare support These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it in a safe way. If people are approaching the end of their life, the care home will respect their choices and help them to feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People get the support they need in the way that they prefer and their health care needs are met. Medication is handled safely. Evidence: The home has policies, procedures and facilities to enable peoples health care needs to be met safely and with privacy and dignity. Peoples care plans have details of their health and social care needs and how much help they need from staff. The inspector examined the homes action plan for one person who has moved into the home in the last year and two people who have lived there for years. The plans focused on them as individuals and addressed every aspect of their lives, their needs and preferences. They identified areas that each person could develop their skills and enhance the quality of their lives. Each plan included a section on the persons spiritual and cultural needs. People are encouraged to dress and present themselves in the way that they prefer. One person described how staff coloured her hair for her and plucked her eyebrows. Care Homes for Adults (18-65 years) Page 15 of 27 Evidence: Staff cooperate with other professionals to promote independence and healthy lifestyle choices. A social worker confirmed that staff are well informed about the needs of people who live in the home and communicate appropriately. The records showed that the home works closely with health professionals, including the Behaviour Support Team and the Community Learning Disability team. On the day of the inspection, the manager was in discussion with a GP and an occupational therapist about the health care needs of individuals who live in the home. Each person has a Health Action Plan and a grab booklet of key information called All about Me. This can go with people to provide essential health related needs and treatment, for example when they are admitted to hospital. The home also contributes to nurse training by taking students on placement from Teesside University. This is good because students bring new ideas and enthusiasm to this established staff team and in the long term can provide another link with health professionals. The manager recruits some students to work as bank staff providing cover when regular staff are absent, if the people who live there like them and they show they can do the work well. Contact with health professionals, and any advice given, is recorded carefully in peoples personal files. People attend medical appointments, with support if required, and visiting professionals see them in the privacy of their own rooms. One person said I go to the doctor, the manager takes me. There are enough staff on duty to ensure that individuals can be taken to health appointments and have one to one attention to assist with their health care needs. Staff have training on the safe administration of medication and one senior member of staff takes responsibility for ensuring that procedures are followed on each shift. The local Primary Care Trust carried out a medication managment visit last year and gave the home a score of 79 . It made recommendations for improving the way that medication is handled in the home and they have all been implemented. All staff receive training on equality and diversity issues so that they understand the differences between people and know how to treat them fairly. The manager takes a very positive approach to encouraging the people who live in the home to respect each other as well. Staff are guided on how to help individuals to overcome their own prejudices and to recognise that different sorts of people can live together happily and make each others lives more interesting. Care Homes for Adults (18-65 years) Page 16 of 27 Concerns, complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them, know how to complain. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are encouraged to express their views about this service and know that they are taken seriously. The home has policies and procedures that protect people from harm. Evidence: The home has a complaints policy and procedures. The people who live in the home get information about how to make a complaint in the service user guide. It is a small home and most people have lived there for years. The manager sees the people who live in the home everyday, they know her and can talk to her about anything they are concerned about and she can usually tell if they are unhappy. One person who lives in the home confirmed that the manager and staff ask her what she thinks and that she gets surveys to complete regularly. Relatives also said that the manager consults them and that they would feel able to make a complaint and confident that it would be listened to. A social worker said The relatives have good relationships with the manager, they can talk to her. The home has a safeguarding policy that gives staff clear guidelines about what they must do to keep people safe. This is good because the homes guidelines fit with the policies of the local authority, which is the agency that has the lead responsibility for ensuring that all services in the area work together and share information to keep people safe. Care Homes for Adults (18-65 years) Page 17 of 27 Evidence: Staff get regular training so that they know how to recognise if someone has been or could be at risk of harm, through abuse or neglect. Staff also learn what to do if they are told or suspect that someone has been harmed. At the time of the inspection the training records showed that this training was up to date. Care Homes for Adults (18-65 years) Page 18 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, comfortable, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. People have enough privacy when using toilets and bathrooms. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a safe and comfortable environment that matches their needs and lifestyles. Evidence: The home has been developed from two adjoining large family houses and extended. It is in a sheltered, safe, quiet location at the end of a country lane and outside the village of Catterick. it is within a short car journey of shops and community facilities. It has a large private garden at the back, with lawns, flower beds and safe seating areas. This can be enjoyed from a large conservatory that overlooks it. There is another attractive garden at the front with off street parking spaces for several cars. A relative said Our daughter loves the garden and the wildlife. There are two large lounges. Each person has their own large bedroom with their own things around them. The rooms are all individually decorated. One person said I like to do my bedroom out. Ive got a nice room. There are currently two ground floor bedrooms with en-suite bathrooms. These are suitable for people with mobility problems or who use wheelchairs inside the house. Upstairs the home has enough shared facilities for the rest of the people who live there. There is also a ground floor toilet that visitors can use. Care Homes for Adults (18-65 years) Page 19 of 27 Evidence: But the provider has plans to extend the house to provide more ground floor bedrooms and extra communal space. The home is well decorated and maintained. The records checked showed that all equipment is maintained properly by qualified, registered contractors. Care Homes for Adults (18-65 years) Page 20 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent, qualified staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff have the skills required to meet peoples needs. Evidence: Interviews with the manager and staff, comments on surveys and training records all showed that the staff have the training and skills required to meet peoples needs. New staff get introductory training so that they know how to care for people safely and respect their rights. Then they are encouraged to work for National Vocational Qualifications in Care. There is an annual training programme for all staff in the core areas they must know about and it offers additional training for staff to follow their special interests. Each person has an individual training and development plan. At the time of the inspection eight of the fourteen staff already had achieved the recommended National Vocational Qualification in Care at level two or above . Staff have regular one to one meetings with their manager. This is when they can discuss their training needs and any help or guidance they require to improve the way they work. a relative said The staff are very helpful and cooperative. Records showed that the home is careful to carry out checks on new staff to make sure that they have nothing in their backgrounds that mean they are unsuitable to work in a care setting. The recruitment process includes police checks and references Care Homes for Adults (18-65 years) Page 21 of 27 Evidence: from previous employers. Staff have training on Equality and Diversity issues. One person said that she found this very helpful and that it had made her more aware of the differences between people and the importance of recognising and respecting them. The home has an equality policy. It welcomes job applications from people irrespective of their backgrounds, lifestyle choices, culture, heritage or beliefs. This shows that the provider treats people fairly and tries to make sure that no-one who would make a good carer is put off applying for a job because they do not feel that they would be welcomed. The home has a stable staff team. The ten staff who returned surveys were all very happy with the support they get to do their jobs. One staff member told the inspector Its really nice here, its like a family. Care Homes for Adults (18-65 years) Page 22 of 27 Conduct and management of the home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately, with an open approach that makes them feel valued and respected. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience 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-managed and run in the best interests of the people who use the service. People are respected. Their health, safety and welfare are protected and promoted. Evidence: The home is owned by Annfield Care. This is a small, family run local organisation, which is well-established in the area. The owners take a personal interest in the day to day running of the home and the lives of the people who live there. They have systems in place for monitoring the quality of care that people receive and asking people for their views about the service. The manager has the recommended qualifications and relevant experience to run the service. The owners and manager set high standards and work hard to achieve them. The ethos of the home is caring and inclusive. Everyone who lives and works there is respected as an individual and expected to show respect and consideration for others. Staff had only good things to say about the organisation that runs the home and how Care Homes for Adults (18-65 years) Page 23 of 27 Evidence: the manager does her job. They wrote about the warm and friendly atmosphere and how people work well together as a team. One person wrote If any problems arise if possible they are quickly and efficiently sorted out by the manager. The social worker and relatives the inspector talked to were also very positive about the way the home is run. A relative said We are very happy with everything. The home has policies and procedures that protect and promote the health, safety and welfare of people who live and work there. The manager carries out regular checks to make sure that these rules and guidelines are followed. The manager does not have access to the internet at the home. This should be provided as a form of communication and to enable her to have easy access to up to date information on policy, regulations, the latest advice on good practice and training materials. Care Homes for Adults (18-65 years) Page 24 of 27 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Adults (18-65 years) Page 25 of 27 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 12 The home should provide internet access, this would help people who cannot go out independently and who live in a fairly isolated location, to keep in touch with family and friends more easily. It would also be another way of obtaining information about social activities and events that may interest them. The manager should be provided with access to the internet as a form of communication and to enable her to have easy access to up to date information on policy, regulations, the latest advice on good practice and training materials. 2 39 Care Homes for Adults (18-65 years) Page 26 of 27 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). 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