Care Home: Portland Nursing Home

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What the care home does well People told us their needs were met at the home. They said "The home does very well for me", and, "I enjoy it here. They take good care of me". People told us the staff usually listened to them and acted on what they said. They said the staff "involve us in everything", and "the staff listen to me". Staff told us they felt well supported by the manager and deputy manager. They said they had relevant training to help them to understand and meet the needs of people in the home. The expert by experience said "My overall observations are that Portland Nursing Home is a pleasant, spacious home. The bedrooms were personalised and the residents were happy. All the residents were nicely dressed and very clean. Staff appeared very caring to residents. All communication that I heard was appropriate". What has improved since the last inspection? The 6 requirements made at the last inspection had all been complied with. This had resulted in improvements to care plans, staffing, staff training, and the health and safety of people living in the home. The refurbishment of the home had continued with redecoration and new furniture in the lounges and the installation of a stair-lift. An administrative assistant had been employed. Staff told us this had made a positive difference in the home. 11 out of 22 care staff had achieved a relevant National Vocational Qualification (NVQ) at level 2 or above. This met the national minimum standard of 50% of care staff with the qualification. What the care home could do better: Develop the activities programme further so that people in the home have a wider range of suitable activities to choose from. Produce a report of the findings of quality assurance measures, including the action taken to address any issues raised. The report should be available to people in the home and their representatives. This will help to ensure that people`s views are used to change and improve the service. Ensure that record keeping meets always meets current good practice guidance so that all records are secure, accurate and up to date. Key inspection report Care homes for older people Name: Address: Portland Nursing Home 8 Park Road Buxton Derbyshire SK17 6SG     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: Rose Moffatt     Date: 0 4 0 6 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: Portland Nursing Home 8 Park Road Buxton Derbyshire SK17 6SG 0129823040 0129823040 daverai138@aol.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Mr Joginder Singh Rai Name of registered manager (if applicable) Catherine Mary Fogarty Type of registration: Number of places registered: care home 40 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: No one falling within category OP to be admitted into Portland Nursing Home when there are 40 persons of category OP already accommodated within the home The maximum number of persons to be accommodated within Portland Nursing Home is 40 Date of last inspection Brief description of the care home Portland Nursing Home is situated near to the centre of Buxton where there is a wide range of amenities. The Victorian building has been extended to provide accommodation on three floors, accessed using a passenger lift, stair-lift or staircases. The home is registered to provide personal care with nursing for up to 40 older people. There are a large number of shared bedrooms. None of the bedrooms have en-suite facilities. Three lounges, including dining facilities, are provided on the ground floor. Care Homes for Older People Page 4 of 26 Over 65 40 0 1 8 0 8 2 0 0 9 Brief description of the care home There is a patio area to the rear of the building. Information about the service, including CQC inspection reports, is available in the main entrance area of the home and on request from the manager or provider. The fees charged range from £630 - £795 per week, depending on the care required and the room occupied. This information was provided by the deputy manager on 04/06/2010. Care Homes for Older People Page 5 of 26 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 the service experience good quality outcomes. The focus of our inspection is on outcomes for people who live in the home and their views on the service provided. The inspection process looks at the providers ability to meet regulatory requirements and national minimum standards. Our inspections also focus on aspects of the service that need further development. We looked at all the information we have received, or asked for, since the last key inspection or annual service review. This included: the annual quality assurance assessment (AQAA) that was sent to us by the service. The AQAA is a self-assessment that focuses on how well outcomes are being met for people using the service. It also has some numerical information about the service; surveys returned to us by people using the service and from other people with an interest in the service; information we Care Homes for Older People Page 6 of 26 have about how the service has managed any complaints; what the service has told us about things that have happened - these are called notifications and are a legal requirement; the previous key inspection and the results of any other visits we have made to the service in the last 12 months; relevant information from other organisations; and what other people have told us about the service. We carried out an unannounced inspection visit that took place over 5.5 hours on 04/06/2010. The inspection visit focused on assessing compliance with requirements made at the previous inspection and assessing all the key standards. We sent out 10 surveys to people living in the home and received 8 completed responses, 4 of these completed with help from relatives. We sent out 10 surveys to staff employed at the home and received 8 completed responses. There were 27 people accommodated in the home on the day of the inspection visit. People who live in the home, visitors and staff were spoken with during the visit. The registered manager was on leave. The deputy manager was available and helpful throughout the inspection visit. Some people were unable to contribute directly to the inspection process because of communication difficulties, but they were observed during the visit to see how well their needs were met by staff. Case tracking was used during the inspection visit to look at the quality of care received by people living in the home. 3 people were selected and the quality of the care they received was assessed by speaking to them and / or their relatives, observation, reading their records, and talking to staff. The inspector was accompanied by an expert by experience, Jan Colombo, for part of the inspection visit. An expert by experience is a person who, because of their shared experience of using services, and / or ways of communicating, visits a service with an inspector to help get a picture of what it is like to live in or use the service. The expert by experience spoke to people living in the home about the lifestyle in the home and their views of the service. Information from the findings of the expert by experience has been included in the body of this report. Care Homes for Older People Page 7 of 26 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. Care Homes for Older People Page 8 of 26 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 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 10 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 needs assessment process had been developed and improved so that people were confident the home could meet their needs. Evidence: People told us their needs were met at the home. They said The home does very well for me, and, I enjoy it here. They take good care of me. We looked at the records of 3 people in the home. Each had a pre-admission assessment carried out by the manager or deputy manager. These assessments had been improved since the last inspection to include more detailed information about the persons needs. Each person also had a nursing assessment from the hospital they were in prior to admission to the home. The information completed on admission to the home included an assessment of the persons mental capacity, and also noted if they had a Lasting Power of Attorney or Care Homes for Older People Page 11 of 26 Evidence: Independent Mental Capacity Advocate. Staff told us they always had up to date information about the needs of people in the home and had relevant training to help them to meet those needs. The AQAA gave us the information we asked for about the needs of people living in the home. The AQAA said the homes Statement of Purpose had been updated and also that more information had been made available for people considering moving into the home. Standard 6 did not apply as there were no people in the home receiving intermediate care. Care Homes for Older People Page 12 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. There was a more consistent and person centred approach to care planning so that people received care and support to meet their individual needs and preferences. Evidence: Most people told us they always had the care and support they needed at the home, including medical care. They said I am looked after, fed, kept warm. There is not much more I can ask for, and, If I were ill, I am sure they would call a doctor. Each of the 3 care records we looked at had a care plan covering the persons assessed needs. Since the last inspection, the care plans had been developed and improved to include more detail about the persons needs and preferences. There were good details of the action required by staff to meet individual needs. The care plans seen had all been regularly reviewed, mostly monthly. Agreement with the care plans had been signed by the persons relatives in 2 of the care plans. The other person was unable to sign and did not have relatives visiting. People told the expert by experience they had not been asked about the care they wanted / received. Care Homes for Older People Page 13 of 26 Evidence: Each person had assessments of their healthcare needs, including their risk of developing pressure sores and their nutritional needs. There were appropriate risk assessments in place, such as the risk of falls and the use of bed rails. All of the assessments seen had been regularly reviewed. The daily records for each person were informative and showed that the care plans and assessments were referred to in delivering care. There were some gaps left at the end of entries in care records - current good practice is to put a line through any space left to ensure nothing can be added later. People told us the staff usually listened to them and acted on what they said. They said the staff involve us in everything, and the staff listen to me. The care plans included prompts for staff about ensuring privacy, dignity and choice when caring for people in the home. We observed that staff had an appropriate and respectful approach to people. The systems for managing medication had recently been reviewed following a recent incident in the home. Additional checking and auditing measures had been introduced to ensure the security and safehandling of medicines in the home. We looked at the medication records and found these were generally correctly completed. We found a few gaps in records where there was no signature to indicate the medication had been given, or no code used to show why it had not been given. We saw that there was a system in place to identify where there were discrepancies or omissions in the medication records and we saw the action noted where these were found. The AQAA showed that relevant policies and procedures were in place and had been reviewed in the last 12 months. The AQAA said that training about promoting and maintaining dignity was planned for all staff. Care Homes for Older People Page 14 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. The routines, meals and activities offered generally met the expectations of people liviing in the home. Evidence: People who responded to our surveys told us there were activities arranged that they could take part in. In response to the survey question What could the home do better?, one person said Perhaps stimulate people more. The expert by experience spoke to 10 people in the home and had mixed responses when asking about activities. The expert by experience found that some people could not remember what activities had been offered. Others said they had enjoyed a recent visit from a harp player, We can play games if we want to join in, and There are outings. I have been on one or two. Some people said there were not enough activities offered. There were photographs displayed of some recent activities and we saw records kept of activities offered to people in the home. The activities included games, making Easter bonnets, and staff taking people out in wheelchairs. Some staff had received training about providing activities for people with dementia and there was now a Care Homes for Older People Page 15 of 26 Evidence: rummage box for people to use. An area had been created in the main lounge with pictures and objects to provide reminiscence prompts to people in the home. In one lounge there was information about the forthcoming football world cup as some people in the home wanted to follow this. The expert by experience commented Although I was told about activities none were taking place during my visit. As a lot of residents would require activities in small groups or individually, I wonder if 10 hours a week is sufficient (the activities coordinator works for 10 hours per week). We found that people were usually able to follow their preferred daily routines. Several people chose to spend most of their time in their own bedrooms. People said I choose when to go to bed and get up, and, I can go to bed when I like. I do not go to bed early. We observed that most people in the home appeared to spend a large part of the day in their armchairs and some spent long periods in wheelchairs. We did not see anyone using the outdoor patio area during the inspection visit, even though it was a warm and sunny day. Visitors were able to visit at any reasonable time. One person said My wife can walk in and out at any time. She just has to sign in. A visitor said they were pleased they could visit every day at a time to suit them. Most people told us they enjoyed the meals provided at the home. Several people said The food is very good, though also said they were not always offered a choice of meals. The expert by experience observed that people were offered a choice of meal at lunchtime on the day of the inspection visit. Menus on display in the dining area of the main lounge indicated choices were available. The expert by experience reported that At lunchtime, most residents remained in their chairs and ate from a small table in front of them. A number were given assistance by staff. This was done sensitively and I heard a staff member ask a gentleman if she could put an apron on him. There seemed to be sufficient staff members on duty at lunchtime. Squash was available to drink. A kitchen staff member went round offering more chips. Only 3 residents sat at the dining table. They were sitting in wheelchairs. The AQAA said that people in the home had been consulted about the food provided and menus had been changed accordingly. Care plans had been developed to include more information about individual interests and preferences. A wider range of activities was being offered. Care Homes for Older People Page 16 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. There were appropriate policies in place and good staff awareness so that people were protected and their concerns effectively dealt with. Evidence: People told us they knew who to speak to informally if they were not happy and also knew how to make a formal complaint. We looked at the records of complaints. These included minor complaints as well as more serious complaints and had details of the action taken and the outcome. We had not received any direct complaints about the home since the last inspection. We had received information about 3 safeguarding vulnerable adults incidents in the home in 2010. Appropriate action had been taken to address the issues raised in all 3 incidents. We found that staff training in safeguarding vulnerable adults was up to date. Staff knew the correct procedures to follow if abuse was alleged or suspected. The AQAA gave us the information requested about complaints, concerns and safeguarding allegations, and showed there were relevant policies and procedures in place. Care Homes for Older People Page 17 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. The home was clean, suitably equipped and well maintained so that people lived in a pleasant and comfortable environment appropriate to their needs. Evidence: Since the last inspection improvements had been made to the home, including the installation of a stairlift, redecoration and new furniture in the lounges, and improved security at the front door. The home was suitably equipped with lifting hoists and assisted baths. The deputy manager told us a new bath was to be provided that would be accessible to all people in the home. The bedrooms seen were personalised with furniture and possessions that people had brought into the home. All the shared bedrooms seen had privacy curtains / screens in place. There was an enclosed patio area with seating provided, accessed by a ramp from the main lounge. People told us the home was always fresh and clean. All the areas seen on the day of the inspection visit appeared clean. The home was free from offensive odours, apart Care Homes for Older People Page 18 of 26 Evidence: from one identified bedroom. Staff had received relevant training about the control of infection and were aware of correct procedures to follow. The AQAA showed that relevant policies and procedures were in place and had been reviewed in the last 12 months. The AQAA said that the refurbishment of the home would continue with the provision of a new bath. Care Homes for Older People Page 19 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. There were satisfactory recruitment practices, a good staff training programme and sufficient staffing levels so that people in the home were protected and well supported. Evidence: People told us there were usually staff available when needed. They made positive comments about the staff, including The staff are very good, Staff are smart, efficient, helpful and approachable, and, I only have to press the buzzer for a member of staff. We looked at the records of 2 members of staff. Both had all the required documents and information in place, such as a Criminal records Bureau disclosure and 2 written references. Both had completed an induction that met Skills For Care standards. Staff training records showed that staff were up to date with required training, such as manual handling and safeguarding vulnerable adults. Staff had also received other training, such as training about the Mental Capacity Act 2005 and about providing activities for people with dementia. Staff rotas showed that there were usually 2 registered nurses on duty for the morning and afternoon shifts, plus the manager during the week. At weekends there Care Homes for Older People Page 20 of 26 Evidence: were sometimes 2 registered nurses on duty. The deputy manager said they were aiming to always have 2 registered nurses on duty at weekends and were currently recruiting for staff to cover this. There were usually 6 care assistants on duty for the morning shift, 3 in the afternoon plus another 1 for the evening. Night shifts were covered by 1 registered nurse plus 2 care assistants. The nurses and care staff were supported by kitchen staff, cleaners, laundry staff, and an administrative assistant. Staff told us that the staffing levels were usually sufficient to meet the needs of people in the home. The AQAA said that 11 out of 22 care assistants had already achieved a relevant National Vocational Qualification at Level 2 or above, and another 3 staff were working towards the qualification. Care Homes for Older People Page 21 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. The home was well managed with effective systems in place so that the health, safety and welfare of people was promoted and protected. Evidence: The manager had been in post for several years and was suitably qualified to manage the home. The manager was on leave on the day of the inspection visit and so the deputy manager assisted with the inspection. Staff told us the manager and deputy manager were approachable, and, open to suggestions, and the home was well organised. Staff said that communication within the home usually worked well. Since the last inspection, an administrative assistant had been employed working Monday to Friday. The deputy manager and other staff said this had made a positive difference in the home. Care Homes for Older People Page 22 of 26 Evidence: The quality assurance system included questionnaires completed by people in the home and their relatives / representatives. The results of the questionnaires had been analysed and action taken as a result of issues raised. There were other quality assurance measures including audits of systems and procedures in the home, and monthly visits by the provider. There was no quality assurance report available to people in the home and their representatives. We looked at the records of personal money held for people living in the home. The records were accurate and up to date and the money was securely kept. We found that improvements had been made in health and safety in the home, including regular audits of the environment of the home, staff training to ensure safe use of wheelchairs, and ensuring staff were familiar with the requirements of the Reporting of Injuries, Diseases and Dangerous Occurrences Regulations (RIDDOR). The AQAA was completed by the manager and gave us a reasonable picture of the current situation within the home. The data section of the AQAA was fully and accurately completed. Care Homes for Older People Page 23 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 24 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 12 The activities programme should be further developed and more hours dedicated to providing activities so that people are offered a wider range of appropriate and stimulating activities. There should be a report of the findings of quality assurance measures, including the action taken to address any issues raised. The report should be available to people in the home and their representatives. This will help to ensure that peoples views are used to change and improve the service. Care records should be kept in line with current good practice guidance. This will ensure that information about the needs of people in the home is secure and accurate. 2 33 3 37 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. If you would like a summary in a different format or language please contact our helpline or go to our website. © 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. Care Homes for Older People Page 26 of 26 - 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. 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