Care Home: Pinehurst Rest Home

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What the care home does well The home has procedures for assessing prospective resident`s needs before they are offered a formal placement at the home, making sure that the home only admits people whose needs can be met at Pinehurst. Residents` health needs are met through the homes care planning and risk assessment systems. Residents are treated with respect and dignity. Medication is administered safely by trained staff. Individual activities and some group activities are arranged with residents. Relatives and friends are able to visit the home with no restrictions. Spiritual needs of residents are assessed and met. The home provides a good standard of food. There is a well-publicised complaints procedure. Staff have been trained in adult protection. The home provides a well-maintained clean environment for residents. Staff receive mandatory training and there is a level above 50% of staff trained to NVQ level 2. The home is well-managed and run in the interests of the residents. What has improved since the last inspection? The medication cabinet has been bolted to the wall thus meeting requirements concerning storage facilities for controlled drugs. Good practice recommendations have been complied with concerning recording of medication administered to residents. Photographs of residents are now in place for all residents at the front of medication administration records. This makes sure that new members of staff can identify residents. The walls in the laundry room have been re-painted. Wardrobes have been risk assessed as to their potential for being toppled to make sure a safe environment is provided to residents. All windows above the ground floor now have window restrictors fitted.Radiators in the home are now all covered to protect residents from hot surfaces. Staff recruitment has improved with new members of staff being recruited in accordance with the Regulations. What the care home could do better: Where assessments inform of enduring mental health needs of residents, care plans should inform care staff of any signs or symptoms that would indicate a deterioration in the person`s mental health and contact numbers for mental health support services who should be contacted in the event that this person has a relapse of their illness. Records shoud be maintained of the administration of non-medicated creams if these have been prescribed, and that where a variable dose of medication is prescribed, the records should indicate the amount of medication administered. As the occupancy levels of the home increase, the home should continue to look into providing activities with residents to meet their social and recreational needs. The home should arrange training for the staff in mental health and mental illness, so that they are able to better support residents with mental health needs. Key inspection report Care homes for older people Name: Address: Pinehurst Rest Home 4 Harvey Road Boscombe Bournemouth Dorset BH5 2AD     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: Martin Bayne     Date: 0 1 0 3 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 26 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 26 Information about the care home Name of care home: Address: Pinehurst Rest Home 4 Harvey Road Boscombe Bournemouth Dorset BH5 2AD 01202418744 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Mrs Debra Christine Curtis,Mrs Caroline Anne Michelle Rose Brooks Name of registered manager (if applicable) Mrs Debra Christine Curtis Type of registration: Number of places registered: care home 12 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: Mrs Debra Curtis must obtain an NVQ4 in management and care within 18 months of registration. Date of last inspection Brief description of the care home Pinehurst is a family run home that is registered to accommodate up to 12 older persons. The home is situated in a residential area of Boscombe and is close to the shops and other local amenities. There are 10 single rooms and one room registered for double occupancy. Residents share communal areas of a lounge, dining room and two conservatories, both of which lead into a well-maintained, enclosed garden area. The current owners were registered in 2006. Care Homes for Older People Page 4 of 26 Over 65 12 0 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: We, the Commission, carried out a key inspection of Pinehurst Rest Home between 9:00am and 1:30pm on 1st March 2010. The inspection was carried out by one inspector, but throughout the report the term we is used, to show that the report is the view of the Care Quality Commission. The aim of the inspection was to evaluate the home against the key National Minimum Standards for older persons, and to follow up on the 2 requirements and 6 recommendations made at the last key inspection in September 2009. At the time of the last inspection, the Registered Providers had appointed a manager to assist in the running of the home. The new manager is currently in the process of applying to the Commission to become Registered Manager. We were assisted throughout this inspection by both the new manager and Registered Providers. They provided us with records and information about how residents were cared for and supported at the home. We used a sample of two residents files to track care planning Care Homes for Older People Page 5 of 26 and other record keeping maintained on behalf of residents. On the day of our inspection there were nine residents living at the home and we had the opportunity of speaking with six of the residents about their experience of living at the home. We also carried out a tour of the premises. Four returned surveys from residents of the home were also used to form the judgements within the report. Care Homes for Older People Page 6 of 26 What the care home does well: What has improved since the last inspection? The medication cabinet has been bolted to the wall thus meeting requirements concerning storage facilities for controlled drugs. Good practice recommendations have been complied with concerning recording of medication administered to residents. Photographs of residents are now in place for all residents at the front of medication administration records. This makes sure that new members of staff can identify residents. The walls in the laundry room have been re-painted. Wardrobes have been risk assessed as to their potential for being toppled to make sure a safe environment is provided to residents. All windows above the ground floor now have window restrictors fitted. Care Homes for Older People Page 7 of 26 Radiators in the home are now all covered to protect residents from hot surfaces. Staff recruitment has improved with new members of staff being recruited in accordance with the Regulations. 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 8 of 26 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 9 of 26 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 home has procedures for carrying out a pre-admission assessment of need for people wishing to move to the home, to make sure that these needs can be met at Pinehurst. Evidence: Since we last visited the home in September 2009, one person has been admitted to the home for residential care. We saw that the manager had visited this person at their previous placement to carry out a pre-admission assessment of their needs. The assessment had been recorded on a template that covered all of the topics detailed within the National Minimum Standards for older persons. Once it had been established that this persons needs could be met at the home, we saw that a letter formally offering a placement at the home had been sent out by the providers. We were told that prospective residents or their relatives are invited to visit the home and they can also be provided with information such as the homes Service User Guide. Care Homes for Older People Page 10 of 26 Evidence: The above procedures ensure that prospective residents and their relatives are fully informed about the services provided at Pinehurst Rest Home and that the home only admits people whose needs it can meet. The home does not provide an intermediate care service. Care Homes for Older People Page 11 of 26 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. Residents benefit from their health care needs being met through the homes systems of care planning and risk assessment. They also benefit by having medication administered safely by trained staff and by being treated with respect and dignity. Evidence: At the last inspection we had recommended that care plans be put in place as soon as possible after a person is admitted to Pinehurst, as at that inspection a newly admitted resident had not had a care plan in place. We saw at this inspection that once a person had been admitted to the home, further in-depth assessments were carried out, and these had then been used to develop care plans with the person concerned. The assessments covered personal care needs, preferences, nutritional needs, skincare and moving and handling needs, linked to risk assessments. Care plans were in place for both residents we tracked through the inspection. We saw that care plans had been updated when needs of residents changed and reviews of care plans were taking place each month as required. There was evidence that residents or their representatives had been involved in developing care plans by their signing these documents. Care Homes for Older People Page 12 of 26 Evidence: In respect of one of the residents we tracked through the inspection, their care plan could have been more expansive concerning enduring mental health needs. We recommend that the care plan inform care staff of any signs or symptoms that would indicate a deterioration in the persons mental health and contact numbers for mental health support services who should be contacted in the event that this person has a relapse of their illness. In other respects we found that the care plans covered all areas of need identified by the assessments and how care staff should support residents. During the inspection we were able to speak with six of the residents, all of whom told us that their health care needs were met and supported through the staff. They also told us that the staff were very kind, courteous and respectful of their privacy and dignity. We looked at how medication was administered within the home. At the last key inspection a requirement was made concerning the facilities for storing controlled drugs. The home had purchased a purpose-built medication cabinet but at that time it had not been attached to the wall to meet new regulatory requirements. At this inspection we found that the home had complied with the requirement and the controlled drugs cabinet was bolted to the wall on the ground floor as required. The home also has a medication trolley for use on the first floor of the home and this is kept locked and chained to the wall. The home uses a unit dosage system with medicines being supplied and returned through arrangements with a local pharmacist. We looked at the medication administration records for all of the residents. We found good record keeping with no gaps in the recording, photographs of residents at the front of their medication administration records, details recorded of any allergies from which they suffered, and a sample signature of those staff trained to administer medication. At the last key inspection two recommendations were made. Firstly, that where residents are able to request their as required medication, this is only recorded onto medication administration records when medicines had been requested and administered; and secondly, that the medication administration records clearly indicate codes for refusal of medication or other circumstances. We found that the home had complied with these recommendations at this inspection. We recommend however that records are maintained of the administration of non-medicated creams if these have been prescribed, and that where a variable dose of medication is prescribed, the records indicate the amount of medication administered. Care Homes for Older People Page 13 of 26 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. Residents benefit from activities being provided to meet their recreational and leisure needs, through being able to maintain contact with friends and family, and through being provided with a good standard of food. Evidence: We saw in the front conservatory a list of communal activities that take place each week in the home. These included gentle exercise sessions, bingo, visits from the hairdresser, manicures, cards and games, singalongs and films. We were told that many of the residents accommodated preferred to spend time within their rooms did not wish to take part in many group activities. During the inspection we spoke with six of the residents, many of whom told us that it was indeed their wish to spend their time in their room. They told us that they were provided with reading material, such as daily newspapers and books, and that their social needs were met at the home. One of the residents we spoke with told us that there was little to keep them occupied, however we did see that reviews had been held with their care manager and every effort had been made to find activities appropriate for this particular person. We recommend that as occupancy levels increase, the home continues to develop a programme of individual and communal activities together with residents. We saw that the home holds residents meetings where there is the opportunity to put forward Care Homes for Older People Page 14 of 26 Evidence: suggestions for activities, menu planning and other issues that affect residents of the home. We saw that as part of the assessment process carried out when a person moves to the home, residents spiritual needs are assessed. We were told that arrangements were being made for a Church of England service to be held in the home. The residents we spoke with told us that there were no restrictions on visiting arrangements to the home. We saw that when residents were admitted to the home, they were consulted as to their likes and dislikes in respect of food and diet. Individual records are maintained of food provided to residents. On the day of our inspection we saw a lunch of chicken casserole and vegetables was provided with portions being of ample size. All of the residents we spoke with told us that the meals were of a good standard, that that likes and dislike were known with alternatives meals provided appropriately. We saw that residents were regularly weighed and should concerns be identified, the MUST tool (malnutrition universal screening tool), was used to meet their nutritional needs. Care Homes for Older People Page 15 of 26 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. Residents benefit from a well-publicised complaints procedure and through the staff being trained in adult protection. Evidence: The complaints procedure for the home is detailed within the Terms and Conditions of Residence, within the Service User Guide, as well as being displayed in the front reception area. Residents and relatives are therefore well-informed of how to make a formal complaint. The home has a complaints log where complaints are recorded, however no formal complaints had been made to the management of the home since the time of the last inspection. There have been no complaints brought to the attention of the Commission, neither have there been any safeguarding of vulnerable adults investigations. The home has copies of all relevant policies and procedures relating to safeguarding of vulnerable adults and we saw from training records provided, that the staff had been trained in the protection of vulnerable adults. Care Homes for Older People Page 16 of 26 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. Residents benefit from a well maintained, homely environment. Evidence: The home is located in a quiet residential area of Boscombe and is conveniently located for accessing local shops and other amenities. The home provides communal areas of a lounge, two conservatory areas, dining room and WC facilities, a wet room shower and assisted bath. Residents also have access to a well-maintained enclosed garden. On this visit, the home was clean, odour free, well-decorated with furniture and fittings in good repair. The home has a hoist for assisting residents who cannot weight bear. We looked around the premises and saw that residents rooms were comfortably furnished and residents were able to bring their own furniture and possessions to personalise their rooms. At the last inspection we found that wardrobes were not fixed to the wall and we recommended that their potential of being toppled over be risk assessed. We saw within residents personal files at this inspection that these assessments had now been completed and recorded. At the last inspection two windows in vacant bedrooms did not have window restrictors fitted. This has now been adressed and all windows above ground level have window restrictors fitted to make Care Homes for Older People Page 17 of 26 Evidence: sure that there is no risk of a resident falling from a window. The uncovered radiators identified at the last inspection as requiring covers now have covers fitted to protect residents from getting burnt. Thermostatic mixer valves have been fitted to the hot water outlets of baths and the shower, to protect residents from scalding water. At this inspection we tested the hot water in one of the bathrooms and found the temperature to be within a safe range. Communal bathrooms were clean and provided liquid soap, paper towels and foot operated, lidded bins, to minimise the risk of cross infection within the home, as we recommended at the last inspection. We saw that staff uniforms are provided to promote good infection control and that staff are provided with gloves and protective clothing. The home has a laundry room fitted with machines and equipment to meet the laundry needs of the home. We saw that the laundry room walls had been re-painted as recommended at the last inspection. Care Homes for Older People Page 18 of 26 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. Residents benefit from staffing levels that meet their needs, the staff being recruited in line with the Regulations and the staff being trained appropriately. Evidence: At the time of our inspection there were nine residents accommodated at the home. We were told that staffing levels remain the same as of the last inspection. During the daytime there are two members of staff on duty, including the manager, and that during the night-time period there is one member of staff awake and one person who carries out a sleep-in duty. We were provided with duty rosters that reflected the above staffing levels. We were told that as occupancy levels increase, the numbers of staff on duty could also increase. Residents we spoke with told us that the staffing levels met current needs. A repeated requirement was made at the last key inspection that two written references be in place for all staff working at the home. Since the last key inspection in September one new member of staff has been recruited to the staff team. We looked at their recruitment file and saw that all the checks and records required under Schedule 2 of the Regulations had been taken up and recorded on file before the person was allowed to start working in the home. We saw; proof of identity including a recent photo, a check against the register of people unsuitable to work with vulnerable adults, a criminal record bureau check, health declaration, two written references, a Care Homes for Older People Page 19 of 26 Evidence: full employment history with gaps explained and the reasons for leaving care employment. We were therefore satisfied that the home had complied with the requirement. We were provided with training analysis sheets for a sample of staff members and we saw that core mandatory training had been provided to all the staff and that there were systems in place to identify staff who needed refresher training. We saw that since the last inspection training courses for staff had taken place. We recommend that as the home accommodates people with mental health needs, the staff should be provided with training in mental health so that they are equipped to recognise symptoms of mental illness, how to support people with mental health needs and how to access support services. The home has achieved a level of above 50 of the staff team trained to NVQ level 2 or above. Care Homes for Older People Page 20 of 26 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. Residents benefit by the home being well managed and run in the interests of the residents. Evidence: The new manager has had management experience as a deputy manager of another home. She has now achieved the Leadership and Management Course. As agreed at the last inspection, the new manager has submitted an application to the Commission to become Registered Manager of Pinehurst. We found at this inspection that the home was being well-managed and run in the interests of the residents. The home carries out annual quality assurance surveys with residents and relatives and use feedback from these to develop the service. Regular residents meetings are alco convened. We were told that the home does not get involved in residents financial affairs and no monies were being looked after on behalf of residents. Care Homes for Older People Page 21 of 26 Evidence: The saw that the home has a fire work place risk assessment in place. A requirement was made at the last inspection that the emergency lighting be tested each month. We looked at the fire log book and found that all tests and inspections of the fire safety system were taking place to the required timescales. We saw a current certificate for Employers Liability Insurance was displayed. We also saw documentation for servicing of the boilers and gas installation. Care Homes for Older People Page 22 of 26 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 26 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 7 We recommend that where assessments inform of enduring mental health needs of residents, their care plan should inform care staff of any signs or symptoms that would indicate a deterioration in the persons mental health and contact numbers for mental health support services who should be contacted in the event that this person has a relapse of their illness. We recommend that records are maintained of the administration of non-medicated creams if these have been prescribed, and that where a variable dose of medication is prescribed, the records indicate the amount of medication administered. We recommend that as the home achieves higher occupancy levels the home continues to develop with residents, a programme of meaningful activities to meet residents social needs. We recommend that as the home accommodates people with mental health needs, the staff should be provided with training in mental health so that they are equipped to recognise symptoms of mental illness, how to support people with mental health needs and how to access support Page 24 of 26 2 9 3 12 4 30 Care Homes for Older People 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 services. Care Homes for Older People Page 25 of 26 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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