Care Home: Peacehaven

Similar services:

• Coopers Mill Ltd
• Bramley Avenue (73)
• Paradise Lodge
• Grangewood
• Upaya Ananda
• Newton Court (1-2)
• Kings Lane (32)
• Pemdale

What the care home does well Staff listen to people and support them to do the things that they want to do.Looks after people`s health and welfare and ensures that they are well cared for.Helps people to take part in activities that they enjoy.The home is comfortable and has a nice family atmosphere.People have their own bedrooms, and have their own personal possessions around them.Supports people to maintain contact with people who are important to them.Encourages people to be involved in the running of the home. What has improved since the last inspection? The care plans have been improved and now reflect people`s needs and wishes much better.People are now better supported around making decisions about their personal finances. What the care home could do better: The manager needs to develop a process to enable service user`s views to be sought and recorded, to enable the home`s service provision to be kept under review. We call this a quality assurance process. Key inspection report Care homes for adults (18-65 years) Name: Address: Peacehaven 43a Maldon Road Tiptree Colchester Essex CO5 0TS 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: Neal Cranmer Date: 1 3 0 1 2 0 1 0 This report is a review of the quality of outcomes that people experience in this care home. We believe high quality care should:  Be safe  Have the right outcomes, including clinical outcomes  Be a good experience for the people that use it  Help prevent illness, and promote healthy, independent living  Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home:  3 stars – excellent  2 stars – good  1 star – adequate  0 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. They reflect the things that people have said are important to them: 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 32 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 © (2010) 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 32 Information about the care home Name of care home: Address: Peacehaven 43a Maldon Road Tiptree Colchester Essex CO5 0TS 01621818220 F/P01621818220 patricia.payne2@btinternet.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Mrs Patricia Anne Payne care home 3 Number of places (if applicable): Under 65 Over 65 3 1 0 0 learning disability physical disability Additional conditions: One person, under the age of 65 years, who requires care by reason of a learning disability, who also has a physical disability, and who has resided in the home since April 2002 Persons of either sex, under the age of 65 years, who require care by reason of a learning disability (not to exceed 3 persons) The total number of service users accommodated must not exceed 3 persons Date of last inspection 1 3 0 1 2 0 0 9 Care Homes for Adults (18-65 years) Page 4 of 32 A bit about the care home Peacehaven is a family sized, semidetached, chalet style property. The house is close to the centre of Tiptree. Peacehaven is the home of the provider/manager as well as to the three people cared for. The furnishing and routine of the home is family orientated and people living at the home consider themselves to be part of a family. There is a small garden to the rear of the property and parking to the front. Fees currently charged at Peacehaven are £457.17per week, and no additional charges are made. Care Homes for Adults (18-65 years) Page 5 of 32 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 Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home Care Homes for Adults (18-65 years) Page 6 of 32 How we did our inspection: This is what the inspector did when they were at the care home We visited the home on the 13th of January 2010. We spent time looking around the home and spoke to people living in the home and staff. We looked to see if people were happy with what goes on in the home. During our visit we looked at lots of different documents like care plans, staff files and menus to help us to get an idea of how the home was being run. To help us reach a decision about the running of the home the manager sent us a document called an Annual Quality Assurance Assessment or AQAA. This provided us with information about how the manager feels the home is run. Care Homes for Adults (18-65 years) Page 7 of 32 What the care home does well Staff listen to people and support them to do the things that they want to do. Looks after peoples health and welfare and ensures that they are well cared for. Helps people to take part in activities that they enjoy. Care Homes for Adults (18-65 years) Page 8 of 32 The home is comfortable and has a nice family atmosphere. People have their own bedrooms, and have their own personal possessions around them. Supports people to maintain contact with people who are important to them. Encourages people to be involved in the running of the home. Care Homes for Adults (18-65 years) Page 9 of 32 What has got better from the last inspection The care plans have been improved and now reflect peoples needs and wishes much better. People are now better supported around making decisions about their personal finances. What the care home could do better Care Homes for Adults (18-65 years) Page 10 of 32 The manager needs to develop a process to enable service users views to be sought and recorded, to enable the homes service provision to be kept under review. We call this a quality assurance process. If you want to read the full report of our inspection please ask the person in charge of the care home If you want to speak to the inspector please contact Neal Cranmer CQC The Belgrave Centre Stanley Place Talbot Street Nottingham NG1 5GG 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 set out on page 4. Care Homes for Adults (18-65 years) Page 11 of 32 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 12 of 32 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 13 of 32 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. Prospective service users can expect to be provided with the necessary information that they require to make an informed choice about the homes ability to meet their assessed needs. Evidence: The home had a Statement of Purpose which provided prospective users of the service with details about the range of needs that could be met. The document also provided information about the staffs qualifications and the training that they had received. Reference was made to the homes complaints procedure and the document made it clear that a copy of the homes last inspection report was available upon request. We received surveys back from all of the people living in the home. The information given confirmed that people felt that they had been provided with sufficient information before they moved into the home to enable them to decide if it was the right place for them. The home is a family run service and the service users living there have been in residence for a number of years. There had been no new admissions made to the home since the last key inspection visit. The manager has an assessment tool for accessing the needs of prospective new service users which we examined. The assessment tool covered Care Homes for Adults (18-65 years) Page 14 of 32 Evidence: a range of areas including: health history, medication, personal hygiene needs and night time assistance required. The admission policy included assessing the person in their place of residence and arranging opportunities for people to visit the home. Although as stated above there have been no new admissions to the home for a number of years, we judged that the home would manage any new admission well. Care Homes for Adults (18-65 years) Page 15 of 32 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 living in the home are consulted about day-to-day decisions that are made within the home. Evidence: The manager told us in the AQAA, We always listen to the choices that the service users make, with regard to daily living and their needs and goals. The care plans examined all contained a service user profile containing relevant information about each person such as family details, date of birth and people involved in the care of the person. For each person there were a range of individual care plans in place covering personal care and social skills. The format of the care plans identified the need or problem, and provided staff with information about what people were and were not able to do for themselves, for example X requires full assistance with bathing with regards to getting in and out of the bath, however X is able to cleanse themselves, but does again require assistance with washing their hair. X also requires some assistance with drying themselves. Care Homes for Adults (18-65 years) Page 16 of 32 Evidence: Service users we spoke with during the course of our visit told us that they were involved in every day decisions about the running of the home including deciding on what meals to have and how they wished to spend their day. For people who had limited communication skills the staff had started to develop a communication book to enable people to indicate their choices and preferences. We observed one service user using their book to indicate a meal choice. The staff surveys that were returned to us indicated that staff felt that they were given up to date information about the needs of the people that they were supporting through the care plans. Each of the care plans examined contained information about peoples likes and dislikes, and service users where able had signed to confirm that they had been involved in the development of their care plan. Review records showed that peoples care plans were being routinely reviewed every six monthly. Each person had a comprehensive range of risk assessments in place that described the nature of the risk and any control measures in place to reduce the risk. Care Homes for Adults (18-65 years) Page 17 of 32 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 who use the service are supported to make choices about their life style, and are further supported to develop their life skills. Evidence: The manager told us in the AQAA, We encourage service users to continue with thing that they enjoy, and we encourage regular contact with their families if and when they wish to. We also encourage the service users to use the local facilities, and to enjoy outings to theatres and shopping. All of the care plans examined contained copies of activity plans that were individual to each person. These activities included: attending a day centre, shopping, watching television and videos, reading and going out, playing games, using my computer and going out for lunch. All of the service users when asked in our survey Can you do what you want responded positively that they could during the day, in the evening and at weekends. Care Homes for Adults (18-65 years) Page 18 of 32 Evidence: There was ample evidence in the records examined to show that input from relatives is valued and people are supported to keep in contact with their family. For some people this contact is limited to special occasions e.g. Birthdays and Christmas. One person spoke of staying in contact with their family via E mail, which they do quite regularly as they have their own computer. The home operates flexibly to meet the needs of the service users. Service users spoke of getting up when they wish (at the time of our arrival 08:45, people were still in bed having a lay-in). Breakfast can be taken as and when required, and subsequent meals are delayed accordingly. Due to the home operating flexibly lunchtime meals are chosen on a daily basis, and where the choice offered is not chosen, then service users go to the kitchen cupboard themselves and point to what they want. Shopping is done daily and service users provide input to the shopping list. Activity records examined showed that service users were involved in shopping for the homes provisions. Care Homes for Adults (18-65 years) Page 19 of 32 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People living in the home can expect their health care needs to be identified and well met. They can further expect to be protected by the homes policy and practice regarding the administration of medicines. Evidence: The manager told us in the AQAA, Our staffing team have worked with the service users for many years and have a very good understanding and commitment to ensure that they have full support in there privacy and dignity. Care plans examined contained sufficient information about the way people wish to have their personal care carried out to ensure staff provide this care consistently. Observations on the day of our visit confirmed that staff provided care discretely and were considerate of maintaining peoples dignity. The manager told us in the AQAA, We offer both physical and emotional support to the service users when they need it. Records examined contained evidence to show that people were being supported to attend appointments with a range of health care professionals including: General practitioners, Dentists and District Nurses. Records were well documented and included Care Homes for Adults (18-65 years) Page 20 of 32 Evidence: details of the appointment as well as the outcome. This is important to ensure that there is a clear record relating to the persons medical history. Each of the care plans examined contained details of peoples prescribed medication including the name of the medication, the dose prescribed and the date that it was prescribed. Medications prescribed were seen to be reviewed by the persons GP as and when required. At the time of our visit none of the service users were self medicating. Service users spoken with said that they had been consulted with about whether or not they wished to self medicate, but stated that they had chosen not to. Medication is stored in the home in a locked filing cabinet which is kept in the lounge. Records examined were found to be in order with no evidence of any gaps or omissions. At the time of our visit the home was not holding any medication that was of a controlled type, therefore the current storage arrangements were appropriate. The manager was reminded of the need to keep this under review as different medications may require different storage arrangements. The home employs five care staff, and records showed had received training in the dispensing of medicines from the homes dispensing chemist. Care Homes for Adults (18-65 years) Page 21 of 32 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 who use the service are supported to express their concerns, and have access to a robust, effective complaints procedure, and are protected from abuse. Evidence: The manager told us in the AQAA, ;We hold regular meetings with the service users to see if any problems or complaints have arisen. There is a policy and procedure in place for dealing with and responding to any complaints received. The policy included the timescales within which any complaints received would be responded to. The policy also included the contact details of the Care Quality Commission. At the time of our inspection visit no complaints had been received in respect of the service by either the service themselves or the Care Quality Commission. All of the service users when asked in a survey Do you know how to make a complaint responded yes. One service user spoken to during the course of our visit made it very clear that they knew how to go about making a complaint. However they were very quick to point out that they were very happy living at Peacehaven. For people whos communication skills were limited the staff had developed a communication book, sampling of which showed that there were signs and pictures available to peole to use to enable them to indicate if they were sad or unhappy. Evidence was presented in training records to show that all staff had received training around safeguarding in June 2008. During the previous inspection visit a concern was raised relating to a situation where a service user wished to make a will bequest to the Care Homes for Adults (18-65 years) Page 22 of 32 Evidence: manager and their family. This concern has since been addressed. The service user explained that they had discussed the matter with the family and had decided to put the matter into the hands of a solicitor to protect all of those involved. There have not been any safeguarding issues in the home since the last key inspection. Care Homes for Adults (18-65 years) Page 23 of 32 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. The physical design and layout of the home enables people to live in an environment that is safe and generally comfortable, however not all areas of the home are well-maintained. Evidence: The manager told us in the AQAA, We provide a friendly and homely environment for the service users to feel safe and comfortable in, whilst ensuring that it is kept clean, tidy and hygienic. A tour of the premises was undertaken including individual living areas and communal living areas. All of the bedrooms that we looked at were pleasantly decorated and contained evidence of people having their personal possessions around the e.g. pictures, ornaments and soft toys. Since the last key inspection one persons bedroom has been redecorated. The service user confirmed that they had chosen the colours for their room. Although the home was homely and generally well kept, some areas were seen to be in need of refurbishment. The downstairs toilet and bathroom was showing signs of significant wear and tear and would benefit from being redecorated. The homes laundry facility is situated outside of the building in a garden shed, and was equipped with a domestic style washing machine and tumble dryer. These facilities were adequate to meet the needs of the service users in residence. At the time of our visit the Care Homes for Adults (18-65 years) Page 24 of 32 Evidence: home was being maintained hygienically, we were not aware of any unpleasant smells or odors during the course of the inspection. When asked in our survey Is the home fresh and clean all of the service users replied Always. Care Homes for Adults (18-65 years) Page 25 of 32 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff in the home are well trained, and are available in sufficient numbers to support the people who use the service, and enable the smooth running of the service. Evidence: The manager told us in the AQAA, We have had the same staffing team for a while, with no new staff joining the team. Our staff are very dedicated. Through discussion and examination of records the manager was able to demonstrate a commitment to achieving National Vocational Qualifications (NVQ). All but one of the current care team has an NVQ qualification at level 2 or above. All of the care team have supported the service users for a long time, and from discussion with the service users it was evident that they knew them well. On the day of our visit we observed that the staff on duty carried out their duties confidently and professionally. When asked in our service user survey What does the home do well one respondent said They provide all aspects of everyday living and my care needs are fully met. The personnel files for all of the staff employed in the home were examined and found to be well organised. They contained all of the documentation required by regulations including application forms, written references, Criminal Records Bureau (CRB) enhanced disclosures and appropriate proof of identity. Care Homes for Adults (18-65 years) Page 26 of 32 Evidence: The staff training plan for the year was examined and personnel records contained evidence that staff have received a range of training including manual handling, first aid, safeguarding, health and safety and infection control. The manager informed us that they have appointed a new training provider, who they have requested develop them a rolling programme of training. When asked in our staff surveys Are you given training that: Is relevant to your role, helps you understand and meet the individual needs of people, keeps you up to date with new ways of working, and gives you enough knowledge about health care and medication all of the respondents replied yes. Care Homes for Adults (18-65 years) Page 27 of 32 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The health and safety of people who live in the home is protected by the actions of the registered manager. Evidence: The manager told us in the AQAA, I have run the home for over twenty-five years and I have a very good knowledge and understanding of individuals. The registered manager/provider has managed the home for many years, and has significant previous experience in care. The manager is a qualified nurse with over twenty-five years experience. The manager is supported to run the home on a day to day basis by an assistant manager. Members of staff who completed our staff surveys when asked Does your manager give you enough support and meet you to discuss how you are working replied regularly. At both of the last two key inspections requirements were made around the need to develop a formalised way of seeking the views of the service users and other interested stakeholders to enable the home to review and keep under review the quality of its Care Homes for Adults (18-65 years) Page 28 of 32 Evidence: service provision. To date these requirements remain unmet, although the acting manager stressed that she was in the process of developing a formal process for surveying the views of service users and professional in the home. Although as stated above there is no formal process in place for reviewing the quality of the service provision. It was clear from observation and from direct feedback from service users that they are consulted with on a daily basis about all aspects of the running of the home. A range of Health and Safety documents examined were all found to be in order and up to date. These included Portable Appliance Test (PATS) report, Electrical installation certificate, Gas installation certificate, and Hoist report. Staff training records that were examined indicated that staff had received training in health and safety and infection control. Care Homes for Adults (18-65 years) Page 29 of 32 Are there any outstanding requirements from the last inspection? Yes  No  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 1 39 24 The home must implement a 31/05/2008 quality assurance process that ensures services are developed in the way people living at the home want. Care Homes for Adults (18-65 years) Page 30 of 32 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 Description 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 Description 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 Care Homes for Adults (18-65 years) Page 31 of 32 Helpline: Telephone: 03000 616161 or 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 © (2010) 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 Adults (18-65 years) Page 32 of 32 - 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!