Care Home: Newsome Nursing Home

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What the care home does well The home is well managed and run in the best interest of the people living there. Anyone thinking of moving into Newsome Nursing Home can go and look around to see for themselves if they think the home is suitable for them. If they decide to move in staff from the home will carry out an assessment to make sure that they can meet that persons needs and arrange a day for admission. Each person has an individual care plan that sets out what care and support they require from staff. Staff are vigilant and care plans are updated, as people`s needs change. Staff are also quick to involve doctors and other specialists for advice. People look well cared for. All the people who live in the home spoke well of staff and they felt that they were kind and caring. People can follow their own routines and relatives and friends are welcome to visit at any time. There are activities on offer to keep people stimulated. If people living at the home and/or relatives are not happy about the service they are getting there is a complaints procedure. People were aware of the procedure and said that they would be able to raise any concerns and that they felt any problems would be resolved. The home is clean, tidy and comfortable. People living at the home and their relatives all said that the home was kept fresh and clean. The staff are friendly and well trained. There are enough staff on duty to make sure people`s needs are met. There are good quality assurance systems in place and people are consulted about the way the home is run. This means people can have a say about how the home is managed. In the surveys we asked people what the home does well. People living in the home, relatives and staff said the following: `All members of staff are well mannered, easy going and have pleasing natures. They ensure that my daily physical needs such as being washed are met . I have only to make a request known, however small, and it is promptly met. I have a good relationship with every member of staff and I am happy to be aquainted with them and in their care.` `I am treated with dignity and respect in a friendly manner. I have everything I need.` `I am very happy in the home.``All of the staff are marvellous and have helped me with my recovery.` `The staff are well trained and are offered various training courses.` What has improved since the last inspection? Staff received training in moving and handling and fire safety. A rolling programme of training means that staff are able to keep their skills up to date. What the care home could do better: The manager is identifying improvements that need to be made and is consulting with people living in the home on a regual basis to find out what improvements they would like. We have not made any requirements following our inspection. Key inspection report Care homes for older people Name: Address: Newsome Nursing Home 1/3 Tunnacliffe Road Newsome Huddersfield West Yorkshire HD4 6QQ     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: Paula McCloy     Date: 1 4 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 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: Newsome Nursing Home 1/3 Tunnacliffe Road Newsome Huddersfield West Yorkshire HD4 6QQ 01484429492 01484519498 huddersfieldnh@aindale.net Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Huddersfield Nursing Homes Limited Name of registered manager (if applicable) Type of registration: Number of places registered: care home 46 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category terminally ill Additional conditions: Can provide accommodation and care for one named service user under 65 years of age. Date of last inspection Brief description of the care home Newsome Nursing Home is a care home providing nursing care and accommodation for 46 older people requiring long term and short term care. The home is a combination of a converted stone residence and a purpose built unit, constructed in keeping with the original home. Accommodation is provided on three floors, all are accessed via two passenger lifts. The home has single and twin rooms. The home has a small, well maintained garden area with seating areas. Newsome Nursing Home is situated Care Homes for Older People Page 4 of 25 Over 65 46 8 0 8 Brief description of the care home approximately two miles from Huddersfield town centre and is within 150 yards of a small corner shop and half a mile from Newsome Church and the nearest public house. The bus route from the town centre calls at a stop which is 250 yards from the home and the home itself has an ample car park. Information about the home and the services provided are available from the home in the Statement of Purpose and Service User Guide. 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: 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 quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. 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 significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken. The manager completed the Annual Quality Assurance Assessment (AQAA) that we asked for. This gave us lots of information about the service. We have used some of this information in this report. Care Homes for Older People Page 6 of 25 This inspection was carried out to assess the quality of care provided to people living at the home. The inspection process included looking at the information we have received about the home since the last key inspection as well as a visit to the home, which lasted approximately 7.5 hours. During the visit we spoke to five people living in the home, ten members of staff, a visiting GP, the manager and three relatives. We also observed staff delivering care, looked at various records and looked around the home. Surveys were sent to 10 people living in the home, 10 staff and 5 health care professionals; these cards provide an opportunity for people to share their views of the service with us. Information received in this way is shared with the home without identifying who has provided it. Ten people using the service or their relatives on their behalf, two members of staff, one GP and one health care professional wrote to us with their comments. Their comments have been used in this report. Care Homes for Older People Page 7 of 25 What the care home does well: The home is well managed and run in the best interest of the people living there. Anyone thinking of moving into Newsome Nursing Home can go and look around to see for themselves if they think the home is suitable for them. If they decide to move in staff from the home will carry out an assessment to make sure that they can meet that persons needs and arrange a day for admission. Each person has an individual care plan that sets out what care and support they require from staff. Staff are vigilant and care plans are updated, as peoples needs change. Staff are also quick to involve doctors and other specialists for advice. People look well cared for. All the people who live in the home spoke well of staff and they felt that they were kind and caring. People can follow their own routines and relatives and friends are welcome to visit at any time. There are activities on offer to keep people stimulated. If people living at the home and/or relatives are not happy about the service they are getting there is a complaints procedure. People were aware of the procedure and said that they would be able to raise any concerns and that they felt any problems would be resolved. The home is clean, tidy and comfortable. People living at the home and their relatives all said that the home was kept fresh and clean. The staff are friendly and well trained. There are enough staff on duty to make sure peoples needs are met. There are good quality assurance systems in place and people are consulted about the way the home is run. This means people can have a say about how the home is managed. In the surveys we asked people what the home does well. People living in the home, relatives and staff said the following: All members of staff are well mannered, easy going and have pleasing natures. They ensure that my daily physical needs such as being washed are met . I have only to make a request known, however small, and it is promptly met. I have a good relationship with every member of staff and I am happy to be aquainted with them and in their care. I am treated with dignity and respect in a friendly manner. I have everything I need. I am very happy in the home. Care Homes for Older People Page 8 of 25 All of the staff are marvellous and have helped me with my recovery. The staff are well trained and are offered various training courses. 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 9 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 10 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People can visit the home to see for themselves if they think it is suitable. No one moves into the home unless staff are sure they can meet their needs. Evidence: There is a statement of purpose and service user guide available. These documents give people information about Newsome Nursing Home and the service it provides. A member of staff from Newsome Nursing Home will go and assess anyone thinking of moving into the home. There is an assessment document that staff complete, which means that peoples needs are identified and that staff are sure they can meet those needs before people move in. We looked at the files for two people who had moved in recently and found all of the assessment information we would expect, together with a care plan for each. We spoke to two relatives who told us that they had visited the home, unannounced, Care Homes for Older People Page 11 of 25 Evidence: to have a look around and to find out about the service. They told us that staff had shown them around and had been very helpful. We also saw that a relative turned up dutring our visit, unannounced, looking for a place for her relative. The manager made herself available and provided her with all of the information she needed. In the surveys people told us that they had received enough information about the home before they moved in. Care Homes for Older People Page 12 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples health and personal care needs are being met. Evidence: We looked at four care plans because we wanted to see what individual needs had been identified and what action staff have to take to meet these needs. We found that the care plans were reasonably detailed and easy to follow. All of the necessary risk assessments have been completed but staff are not always writing down the action they have taken in order to reduce or eliminate that risk. For example one person had been identified as being at high risk of malnutrition and is having regular food supplements. The nutritional care plan had no information about this person having food supplements. It is important that this information is on the care plan so that if staff need to refer to the care plan it gives them clear information about what action they need to take. We felt that the current care plans were not very personalised. We discussed this with the manager and the managing director of the company. They have already devised a Care Homes for Older People Page 13 of 25 Evidence: new care planning format, which they will be introducing. The new format should address the issues above and allow staff to write them in a more person centred way. Peoples health care needs are being identified and met. Staff are vigilant and GPs and other health care professionals are being involved as necessary. Details of any visits by health care professionals are clearly documented in the residents care plan, together with the advice that has been given. People told us that they get the medical support they need. People told us that the staff notice if there is anything wrong and always get a doctor or nurse. One GP told us the home provides personal and friendly care and staff communicate well with relatives. Another health care professional told us everyone is always friendly and professional. They are helpful and responsive to my or the patients needs. I always enjoy working in the home. I think it is very well run on all levels and that residents have every opportunity to be happy there. People looked well cared for and we saw that men had been shaved, peoples hair brushed or combed, spectacles were clean and peoples personal and oral hygiene was well maintained. In the surveys people told us that they get the care and support they need and that staff listen and act upon what they say. People living in the home made the following comments: I am treated with dignity and respect, in a friendly manner. I have everything I need. All of the staff are marvellous and have helped me with my recovery. I am very happy in the home. The medication system is well managed. We watched part of a medication round. The nurse spent time with each individual, offering encouragement when needed. People are receiving their medication at the prescribed times and records are well maintained. The medication system is also audited every month to make sure staff are using the system properly. This means that any problems would be picked up at this time and dealt with. Care Homes for Older People Page 14 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. There are activities on offer to keep people stimulated and visitors are made to feel welcome. Improvements need to be made in the way that meals are delivered to make sure people get their meal in a timely fashion. Evidence: There was no information about peoples life histories in the care plans. It is important that this information is recorded so that staff have an understanding of people past lives and experiences. There was some information recorded about peoples pesonal preferences. People told us that the routines of the home are flexible and if they want to stay in bed in the mornings they can do. We saw that people were getting up throughout the morning. As people come dowstairs they are given breakfast and served with a drink of their choice. People who want to have their meals in their bedroom can do so. There was a nice atmosphere in the home. It was clear that staff have a good relationship with people living in the home. There was a lot of good humoured banter, which made the lounge an interesting and lively place to be. Staff are employed in the afternoons specfically to provide activities. There may be a Care Homes for Older People Page 15 of 25 Evidence: group activity or staff will just spend time with individuals talking. Recently people living in the home have been asked to complete a survey about what activities they would like to have. These surveys have been analysed and an activities programme will be drawn up to reflect what people have asked for. The home also organises various entertainers on a regular basis to visit the home and perform. There were lots of relatives visiting. They told us that they are made to feel welcome and that staff are available to answer any questions they may have. At lunchtime there is a set meal, but there are a range of alternatives on offer if people do not like the dish of the day. We observed a meal time. There were alot of people who were eating in their bedrooms. Staff took 3-4 plates of food at at time on trays. We saw that one tray of food was left on the side for approximately 10 minutes before it was delivered. This means that the food was going cold and was not at its best. People in the lounge who needed assistance from staff received appropriate support. Peoples views about the meals were mixed. In their own survey the home have identified that there is a problem with the delivery of food and are looking at ways of improving this. At the current time an extension to the home is being built. When this is finished there will be two dining areas and another serving area for food. The managing director is confident that this will solve the current problems and meal delivery will be improved. Care Homes for Older People Page 16 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. Complaints and adult protection issues are being dealt with properly. This means that staff are listening to people and keeping them safe. Evidence: The homes complaints procedure is on display. People told us that the know who to talk to if they are unhappy or if they want to make a complaint. Staff told us that if anyone made a complaint or raised a concern they would report it to the manager or nurse in charge. People we spoke to told us that they would be able to raise any concerns with the manager and were confident that any issues would be sorted out. We looked at the complaints log and could see that details of complaints that have been made have been recorded together with the action taken and outcome. This showed that complaints have been dealt with properly. The staff we spoke to were able to tell us what they would do if they felt there were any practices in the home that werent in the best interest of the people living there. They also said that their National Vocational Training (NVQ) in care had covered adult protection issues. The manager told us that all of the staff have completed adult protection training. This means that staff are fully aware of all of the different types of abuse and about the reporting procedures. Care Homes for Older People Page 17 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. The home is comfortable, clean, tidy and generally well maintained. Evidence: Newsome Nursing Home is situated approximately two miles from Huddersfield town centre and is within 150 yards of a small corner shop and half a mile from Newsome Church and the nearest public house. There is a car park at the rear of the building and a garden that people can use in fine weather. At the time of this visit an extension to the rear of the building was in progress. The extension will provide lounge and dining space and 4 en suite single bedrooms. There will be no increase in the overall number of people living in the home as some of the existing double bedrooms will become single rooms. The kitchen was inspected in January 2009 and was awarded 4 stars for hygiene. This means that the kitchen maintains good food hygiene standards. The home was very clean and there were no unpleasant odours. Everyone that completed a survey said that the home is always clean and fresh. The laundry is well equipped, clean and tidy. Infection control procedures are in place. There have been no infection control issues at the home since the last visit. 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. There are enough staff on duty to meet peoples needs. Staff are well trained and competent to do their job. Staff are properly checked before they start working in the home to make sure they are suitable and safe to work with older people. Evidence: There is a qualified nurse on duty throughout the day and night. There are eight care assistants on duty during the morning, four on during the afternoon and evening and three care assistants on duty at night. The care staff team are well supported by cooks, kitchen assistants, housekeepers, laundry assistants and activities organiers . Staff told us they felt there were enough staff on duty to meet peoples needs at the current time. The manager is aware that she needs to keep the staffing levels under review as peoples needs change or as more people move into the home. Recruitment procedures at the home are good. Staff told us that criminal records bureau checks and references had been obtained before they started working at the home. Staff files confirmed that the necessary checks are being completed to ensure the suitability of new staff. This means that staff are safe to work with older people. There are 93 of the care staff team who have completed their National Vocational Training (NVQ) at level 2 or 3 in caring for older people. This means that they are qualified and competent to do their job. People living in the home told us that all of Care Homes for Older People Page 19 of 25 Evidence: the staff were very good. People told us the following; The staff are patient and kind. Nothing is too much trouble. All members of staff are well mannered, easy going and have pleasing natures. I have a good relationship with every member of staff and I am happy to be aquainted with them and in their care. There is a programme of training in place for 2009 to 2010 that covers all aspects of health and safety, protection of vulnerable adults and dementia. This means that staff are kept up to date with training. We talked to two of the nurses. They told us that they get the opportunity to attend courses to keep them up to date with their nursing practice. The current induction programme for new staff doesnt meet the skills for care standards. The manager is aware of this and is in the process of improving the induction programme for staff. This will make sure any new staff are well equipped with the knowledge they need within the first 6 weeks of their appointment. 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. The home is well managed and run in the best interests of the people living there. Practices in the home promote the health, safety and welfare of the people living there and staff. Evidence: The manager is a registered nurse who is in the process of registering with us. She is also undertaking the registered managers award. The service sent us their annual quality assurance assessment (AQAA) when we asked for it. It was clear and gave us all the information we asked for. There are good quality assurance systems in place at the home. Peolple are asked for their views about the service through regular surveys and at meetings. Staff then use this information to improve the service for people living in the home. The managing director visits the home three times a week and once every month he Care Homes for Older People Page 21 of 25 Evidence: writes a report about the conduct and management of the home. We saw copies of these reports in the home. This means that checks are being made to make sure the home is being run properly and in the best interest of the people living there. The manager does not hold money on behalf of people living there. People or their representative are invoice for any additional charges for example hairdressing and chiropody. There is a written Health and Safety policy. Staff receive moving and handling, health and safety, food hygiene, fire safety, first aid and infection control training. The fire alarms are tested weekly. The service reports for the passenger lift and hoists were seen and were all up to date. 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 15 Improvements need to be made in the way that meals are delivered to make sure people get their meal in a timely fashion. 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. 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