Care Home: Moorlands Care Home

Similar services:

• Byars Care Home
• St Marys Nursing Home
• Bramble Lodge
• Parkmanor Residential Home
• Thornham Grove
• Hunter`s Lodge
• London Road Neurological and Specialist Care Unit
• Carlton Care Home

What the care home does well Detailed assessments are carried out so that it is clear that a person`s needs can be met at Moorlands before they come to stay there. People are consulted about the care they wish to receive and have opportunities to discuss what is working well or what needs to change. Medicines are managed safely to make sure that people`s health and wellbeing are protected. People know that their concerns or complaints would be taken seriously and they have told us they feel safe and protected. Moorlands provides homely and comfortable accommodation for the people who live there. Health and safety within the home is made a priority, and checks are in place to help make sure that the home provides a safe environment for people living there. The acting manager is experienced and well qualified, and the home is run in the best interests of the people who live there. What has improved since the last inspection? The organisation has recognised the benefits of employing a full time administrator who is able to complete work that was previously done by the manager, this allows more time for the manager to have a `hands on` role and be able to monitor and review the care that is planned and delivered within the home. They have also improved the nursing management of the home by recruiting a trained nurse as manager who has the skills and experience to understand and manage the needs of people who are admitted to the home requiring nursing care. The organisation have made changes to the way they review the quality of the care provided and are training quality managers to review the way care is delivered to people who suffer form Dementia using a recognised assessment tool that is considered best practice. They have started to make care planning more person centred to recognise what is important to each individual and promoting their rights. They have ensured that all of our requirements that were set at the last inspection have been addressed which means care is planned and delivered according to needs and medicines are managed more safely. What the care home could do better: We have not made any requirements as a result of this inspection but a number of recommendations have been made to ensure the continued improvement in the service. Key inspection report Care homes for older people Name: Address: Moorlands Care Home 104 Church Lane Brinsley Nottinghamshire NG16 5AB     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Mary OLoughlin     Date: 1 4 0 4 2 0 1 0 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 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 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) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: Moorlands Care Home 104 Church Lane Brinsley Nottinghamshire NG16 5AB 01773781381 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): managermoorlands@regalcarehomes.com www.regalcarehomes.com Regal Care Homes Ltd Name of registered manager (if applicable) Type of registration: Number of places registered: care home 40 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: No one under the age of 65 years may be admitted to Moorlands Care Home Regal Care Homes Limited is registered to provide personal care with nursing for service users of both sexes at Moorlands Care Home whose primary needs fall within the following categories :- Old Age, not falling in any other category (OP) 10 Dementia, over 65 years DE(E) 10 The maximum number of service users to be accommodated at Moorlands Care Home is 40 Date of last inspection Brief description of the care home Moorlands is a care home providing personal and nursing care for 40 older people and up to 10 people with Dementia. The home is run by a company called Regal Care based in Kent, who purchased the home in August 2005. The home is located in the Care Homes for Older People Page 4 of 27 Over 65 10 40 0 0 Brief description of the care home village of Brinsley close to shops, pubs, the post office and other amenities. The home was opened in 1986 and consists of an extended domestic dwelling. 32 of the homes bedrooms are single, and all of the bedrooms have en-suite facilities. Bedrooms are located on 2 floors and there is a passenger and stair lift. The home has a large welllaid garden that is well maintained and easily accessible. There is car parking available for 20 cars. Fees range from £300.00 to £383.00 dependent on the individuals needs assessment and funding arrangements. A copy of the most recent inspection report is made available with the homes statement of purpose. Care Homes for Older People Page 5 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: two star good 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: The focus of inspections undertaken by the Care Quality Commission(CQC) is upon outcomes for the people using the service and their views on the service provided. This process considers the providers capacity to meet regulatory requirements, minimum standards of practice and focuses on aspects of the service that need further development. Prior to our visit an analysis of all the information we have received about the home since our last inspection was undertaken. We looked at what the operations manager had told us in the Annual Quality Assurance document(AQAA) and the responses we received from our Have Your Say surveys which we sent to people who live at the home and staff who are working there. Care Homes for Older People Page 6 of 27 The main method of inspection used was called case tracking, which involves looking at the quality of care received by a number of people living at the home.We use evidence from our observations, from speaking to people about their experience of living at the home, talk to staff about their understanding of peoples needs and the training they receive to support them in their role. Care Homes for Older People Page 7 of 27 What the care home does well: What has improved since the last inspection? What they could do better: We have not made any requirements as a result of this inspection but a number of recommendations have been made to ensure the continued improvement in the service. Care Homes for Older People Page 8 of 27 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 9 of 27 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 10 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 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The staff ensure all prospective residents are assessed to ensure that their needs can be met at the home. Evidence: During the inspection visit we looked at the care records of three people. We saw that for each person there was a detailed assessment which was carried out before they moved into the home. Staff said that this helps them to be confident that the persons needs can be met there. We also found that the staff had obtained another assessment which was completed by social workers involved with each person, they used the information within those assessments to build a clear picture of each person. The assessments contained information about the individual needs of the person and staff had ensured that people were involved in decisions about their care or represented by relatives in their best interests. Care Homes for Older People Page 11 of 27 Evidence: We also received four Have your say survey forms which were filled in by people who live at Moorlands. These people told us that they had received enough information about the home before they moved in which helped them to decide if the home was the right place for them. We spoke with two people living at the home on a respite basis who told us that they had planned meetings with their families and social workers to discuss how their stay was going and to help prepare them for going home, both said they had found Moorlands was a safe place to be. The new acting manager and operations manager told us they are reviewing the written information about the home to make sure it is up to date. The home does not provide intermediate care. Care Homes for Older People Page 12 of 27 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People have their health and personal care provided according to their needs and wishes and receive their medicines safely. Evidence: At the last inspection we asked the management at the home to ensure that people were involved in planning their care wherever possible and to ensure that staff supported people in the way that was planned. During this inspection we found that improvements had been made in this area. The operations manager had told us in the AQAA which was completed before our inspection took place, that care plans were being reviewed monthly and residents and relatives were invited to these reviews. We looked at the records of three people living at the home and saw evidence that people were now being invited to be involved in care plan reviews which will ensure that people can discuss what is working well for them and what needs to change. Care Homes for Older People Page 13 of 27 Evidence: Each of the three care plans we looked at described in detail how people needed supporting with their health and personal care. We saw how staff regularly assessed health risks such as the risk of developing pressure sores and ensured that where needed people were supported to access external health professionals who prescribe treatment or advice on the management of health problems. We saw how one person had developed a pressure sore whilst in hospital and how staff at the home had ensured suitable pressure relieving equipment was available when they returned to the home. The staff completed detailed records of the management of the wounds to ensure the persons health improved. We saw how staff have improved their monitoring of peoples health by prompt referral to specialists such as speech and language, tissue viability and dietitians which ensures that people have their health managed safely. The people who returned our surveys told us they were receiving the support they required and comments from people we spoke with included; The staff make me happy Staff are good to me. As part of the homes own quality assurance they also survey residents and relatives for their views of the service provided and we looked at 6 responses received in November 2009 which were generally positive about the care being provided, comments included; I am very happy with the improvements so far I am very happy. The visitors notice board contained feedback on peoples participation in the surveys and the action which was taken to improve the services provided as a result of comments received. During this inspection we found that medicines were being managed safely. The management had acted upon our recommendations to provide air conditioning within the medicine storage room to ensure medicines were held at appropriate temperatures, preventing them degrading. All medicines were being administered as prescribed and full audits were being undertaken by staff administering medicines, the home manager and also the operations manager who undertakes quality visits monthly. The commission has not received any notifications of medicine errors occurring since our last inspection. We observed staff supporting people safely when using lifting equipment and maintaining their dignity. Care Homes for Older People Page 14 of 27 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. People are given access to social and recreational activities inside the home and the community. Evidence: We saw a range of activities displayed on a calender in the entrance to the home, this included a local trip out and invited relatives to come along. The operations manager told us in the AQAA that there was a list of activities to help prompt staff and residents as to possible options. Staff interact with residents throughout the day chatting, reading newspapers, magazines, helping with puzzles, giving manicures and hand massages etc. they have an outside entertainers every 2 weeks which is movement to music which the service users enjoy. During the inspection a visiting entertainer was doing a movement to music session for residents in the main lounge and we saw people enjoying participating in the exercises. We spoke with one person who received a daily paper and saw others either watching TV or reading. The sensory room was not in use. There is a part time social activities Care Homes for Older People Page 15 of 27 Evidence: worker employed and we were told that she keeps records of all activities with residents. There were some people who due to their condition were unable to participate in the exercise session but we saw the activities worker spending time with them individually, doing their nails and helping with their meals. The interactions seen between staff and those they were supporting was friendly and caring and on many occasions we saw that they spent time reassuring people who were distressed due to their confusion. We saw improvements in the way meals are served, the dining tables provided a suitable seating area and fewer residents were remaining in their armchairs for meals as previously seen. The acting manager said she was encouraging people to mobilise and socialise by using the dining tables for mealtimes unless people expressed the wish not to. We saw food journals and hydration records for 2 people we case tracked that had nutritional problems and we saw how they had both been referred to speech and language therapists for expert assessment and guidance for their swallowing problems. We saw that staff were ensuring people received their meals in accordance with the guidance from dietitians and speech and language therapists to make sure they were safe from harm and their nutrition adequate. One relative told us that she was not confident with the diet provided and we discussed this with the new acting manager who agreed to take time to review the wishes of the resident with the relative to make sure things were working or what needed to change. Six people we spoke with were happy with the meals they received and we saw a full home cooked lunch provided which was enjoyed by all. Care Homes for Older People Page 16 of 27 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. The service encourages people to discuss concerns to improve the experiences of people living at the home and the staff team are trained to safeguard people from abuse. Evidence: The operations manager confirmed to us in the AQAA that the complaints procedure is available to people living at the home, their representatives and staff, and that people were made aware of it. We saw the complaints procedure was displayed in the entrance hall but this was placed at a high level and it was difficult to read the print. The home have a number of ways that people can express their views about the services provided. There is a visitors book which people can comment in on the how they found things during the visit, there is a suggestion box in the main entrance, annual satisfaction surveys and there are also regular meetings that people can attend. The commission have not received any complaints or safeguarding alerts about the service since we last inspected and the operations manager told us in the AQAA that the home have addressed 4 complaints in the 28 day timescale. Care Homes for Older People Page 17 of 27 Evidence: The three staff responding to our Have Your Say surveys told us they knew what to do if someone had concerns about their care and during the inspection we saw how staff have either received training in how to safeguard people from abuse or they were booked onto a refresher course in 2010. The acting manager also told us that all new staff have been registered onto the training in safeguarding to ensure they are competent in safeguarding procedures. The service has also ensured that the staff team are receiving training in the new ways of working to ensure that people are supported to make their own decisions about their care or are referred to appropriate external assessors in their best interests. We spoke to six people during our inspection who were able to tell us they felt safe at the home and the people responding to our Have Your Say surveys all told us they knew what to do if they had concerns and had someone they could speak with. Care Homes for Older People 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, 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. The home generally provides clean, well maintained and comfortable accommodation for the people living there. Evidence: During the inspection visit we found that the home was generally well maintained, comfortably furnished and decorated. A tour was provided by the acting manager and we saw that the environment was generally clean, tidy and in good order. The lounge area showed signs of needing decoration and the acting manager instructed the handyman to commence redecoration immediately. A relative expressed concerns about the cleanliness of the bed tables and the acting manager took immediate action to address the cleaning schedules and discuss this with the staff responsible. The acting manager explained to us that she has already begun re - organising work areas for the staff and dining areas and relaxation areas for the people living in the home. The people living in the home who responded to our Have Your Say Surveys told us the home was always fresh and clean. Care Homes for Older People Page 19 of 27 Evidence: The operations manager told us in the AQAA that 95 of the staff team are trained in infection control procedures and we observed appropriate hand washing and cleansing taking place. They also tell us that audits are undertaken every four months to ensure the building is suitably maintained and safe for people to live there. We also found that the acting manager checks all hot water outlets to ensure people are protected from excessively hot water. We saw that this helps to identify any risks and hazards and for action to be taken to make sure that they are dealt with. Care Homes for Older People 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 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. Adequate staffing levels are maintained and staff are trained in the needs of the people they are caring for. Recruitment practices show people are safeguarded from those who may be unsuitable to work with vulnerable adults. Evidence: During this inspection three staff files were examined and we found that the recruitment records seen were well kept but there had been a delay in obtaining a character reference for one person, the acting manager recognised the error and obtained the document immediately. We saw that each staff file contained all the paperwork that is needed, including proof of identity, satisfactory references and a CRB (Criminal Records Bureau) Enhanced Disclosure. We also found that there was evidence that staff had an induction soon after starting work to ensure they were not put in situations they could not handle. The acting manager told us that a number of new care staff and trained nurses have recently been recruited to enable the home to run on adequate staffing numbers without excessive use of agency staff who had not always provided the continuity of care that was needed. These new staff were due to commence work in the coming weeks. The staff files we saw and the training plans displayed show that the acting manager Care Homes for Older People Page 21 of 27 Evidence: recognises the importance of providing regular training for staff and refresher training annually to make sure the people living at the home are always in safe hands. There were no dignity champions selected as is good practice but the new acting manager told us that she is a dignity champion and is planning to elect members of staff to train them in this area. The operations manager told us in the AQAA that the number of staff who are trained to at least level 2 in National Vocational training exceeds the National Minimum Standard. The staff responding to our Have Your Say surveys told us that staff feel they receive training and support to keep them up to date and meet the different needs of people at the home. The people living at the home told us in our Have Your Say surveys that they always or usually receive the care they need and that there was always or usually enough staff on duty. People living at the home said to us, The staff are lovely and Im very happy here. We observed throughout the inspection adequate staffing levels and prompt responses to requests for support by people living there. Care Homes for Older People Page 22 of 27 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. The acting manager is being supported by the organisation to ensure the home is run and managed in the best interests of people living there. Evidence: We received the AQAA from the service within the timescale and it gave us a clear picture of the service and the improvements it was planing to make. We found at this inspection that the previous acting manager is now employed as the homes full time administrator and a newly recruited nurse manager has been in post for three weeks. We saw the certificates for the new acting manager which shows she is well qualified and experienced in the care of older people. Throughout this inspection she demonstrated her willingness to work with us and showed a clear vision of improving the services provided. She confirmed to us that she has applied to register with the commission as required. Care Homes for Older People Page 23 of 27 Evidence: Through discussion with the acting manager we were told that the position of a full time administrator will allow more time for the acting manager to be involved with the supervision and monitoring of the care practices on a daily basis instead of being busy with paperwork. The operations manager discussed with us during the inspection the way the provider plans to change her role in the coming weeks. Her role will be as a quality assurance manager and she will audit Moorlands along with 9 other homes within the region. She discussed how she will be trained to undertake short observational inspections which is recognised as best practice in Dementia care and designed to help gather information about the quality of care people with Dementia are receiving. The service has continued to obtain the views of people and their experiences living at the home and we saw how they had implemented changes after suggestions were made in recent quality questionnaires. During the inspection visit, the acting manager demonstrated that peoples personal monies are managed safely, being held in a safe place and keeping records of all transactions. Notifications of significant incidents or occurrences at the home have been made to us without delay. We also saw evidence during our inspection visit that the monthly quality monitoring visits required are taking place and a report is written afterwards. The AQAA confirmed to us that suitable systems are in place to comply with health and safety law and at inspection we checked the compliance of fire tests and drills which we found to be fully accurate. Care Homes for Older People 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 Older People 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 8 Ensure monitoring charts for intake and output or positional changes are suitably analysed each day to enable swift action to be taken to maintain peoples health and wellbeing. Display your complaint procedure more clearly and in large print. Ensure all references are obtained before people commence work at the home and record any verbal character reference received. Train staff in dignity awareness. 2 3 16 29 4 30 Care Homes for Older People 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). 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 27 of 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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!