Care Home: Saltshouse Road

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What the care home does well People are only admitted to the home after their needs have been assessed this means that the staff have plenty information so they can be sure people`s needs can be met. Assessment information is also obtained from care management teams and other health care professionals. The care support plans and risk assessments produced by the staff team were very good and staff members clearly knew the needs of the people they supported very well. The three bungalows were clean, warm and welcoming. People`s bedrooms were nicely decorated and had lots of personal possessions in them which reflected the person`s character and their interests. People are cared for by a staff team who looks after people well and treats them with respect and dignity. There was a good staff training system in place, which enabled staff to develop their skills and knowledge. The company makes sure staff are trained about how to recognise abuse and how to report it to the proper authorities. The people who live at the home were supported to maintain links with their family, friends and the local community. Each person had a good weekly plan of activities and occupations they participated in. Holidays were arranged for people each year. There were lots of photographs around the home which showed the various social activities which were arranged for people throughout the year. Lots of these activities were undertaken with family and friends. The company makes sure that all staff are checked properly before they start working at the home, this means that people are not exposed to staff who maybe unfit to work with vulnerable adults. What has improved since the last inspection? At the last inspection the home had been required to make sure the way complaints are handled and the way any instances of abuse were reported was improved. This has been done and we saw that the acting manager has made sure all staff have attended training about how to recognise abuse and report it to the proper authorities. The acting manager now makes sure that the staff receive regular supervision where she talks to them about how they are performing and if there is any further training they need. What the care home could do better: We saw that none of the fire doors have self closing devices fitted. These are usually fitted to make sure people are safe if there is fire and that the fire does not spread. The manager needs to consult with the fire safety officer about this and follow any advice they may provide. Key inspection report Care homes for adults (18-65 years) Name: Address: Saltshouse Road 199a 201a 203a Saltshouse Road Hull East Yorkshire HU8 9HG     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: George Skinn     Date: 0 1 1 2 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Adults (18-65 years) Page 2 of 28 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 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 © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 28 Information about the care home Name of care home: Address: Saltshouse Road 199a 201a 203a Saltshouse Road Hull East Yorkshire HU8 9HG 01482618096 01482329337 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Avocet Trust Name of registered manager (if applicable) Miss Sonia Michelle Beadle Type of registration: Number of places registered: care home 8 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 learning disability Additional conditions: Date of last inspection Brief description of the care home The service at 199a-203a Saltshouse Road is managed by Avocet Trust who rent the premises from Sanctuary Housing. It is one of a small number of similar services that Avocet provides. Avocet Trust is a registered charity. 199a-203a Saltshouse Road consists of three separate units registered to provide care for 8 service users with a learning disability. The property is set back from the main road in the corner of a new residential estate, built in the old grounds of Tilworth Grange Hospital. 199a has three bedrooms one upstairs; all other accommodation is at ground floor level. 201a has two bedrooms and 203a has three. All bedrooms are singles four of which have ensuite facilities. Each bungalow has its own lounge, dining room, laundry Care Homes for Adults (18-65 years) Page 4 of 28 Over 65 0 8 2 7 0 2 2 0 0 9 Brief description of the care home room and shared bathroom. All bungalows have their own front door and separate garden areas to the rear. The properties adjoin each other and share a large communal patio / garden at the front. Nearby there is a range of local shops, pubs, and health services. Public transport to various parts of the city is easily accessible and in addition some of the service users have leased their own cars; arranged through their mobility benefits. Care Homes for Adults (18-65 years) Page 5 of 28 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 peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating for this service is 2 star. This means that the people who use the service experience good quality outcomes. The key inspection has used information from different sources to provide evidence. These sources include reviewing information that has been received about the home since the last inspection and a site visit which lasted four (4) hours. We looked at records relating to the people who live at the home, staff and the management activities. During the visit care practices were observed where appropriate, and time was also spent watching the general activity within the home. This site visit has been brought forward due to the CQCs change in inspection programme for the coming year, this means that we did not send an Annual Quality Assurance Assessment (AQAA) to the home prior to the site visit being carried out so Care Homes for Adults (18-65 years) Page 6 of 28 no information could be used from this to form our judgments. We sent surveys to the home to be completed and returned to us, again due to short time scales we have not received any back yet. We have reviewed our practice when making requirements to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations, but only when it is considered that people who use services are not being put at significant risk of harm. In future if a requirement is repeated it is likely that enforcement action will be taken. Date of last inspection 22/02/09. The acting manager was available to assist throughout the visit. Care Homes for Adults (18-65 years) Page 7 of 28 What the care home does well: What has improved since the last inspection? What they could do better: We saw that none of the fire doors have self closing devices fitted. These are usually fitted to make sure people are safe if there is fire and that the fire does not spread. The manager needs to consult with the fire safety officer about this and follow any advice they may provide. Care Homes for Adults (18-65 years) Page 8 of 28 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 Adults (18-65 years) Page 9 of 28 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 10 of 28 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. Peoples needs are fully assessed prior to admission. This enables staff to be sure peoples needs can be met in the home. Evidence: We looked at three care files, one from each bungalow, which belong to the people who live at the home. We saw that all the files contained assessments of need and care plans completed by the local placing authority. The home added to these their assessments and risk assessments, and also obtained assessments completed by other health professionals. The information was used to provide a plan of care for people and formal reviews were held to keep the information up to date. The people who live at the home have all lived together for several years, there have been no new admissions since the last inspection. There is currently one vacancy at the home and the acting manager is sensitive to the Care Homes for Adults (18-65 years) Page 11 of 28 Evidence: compatibility issues of any one new moving into such a well established group of people. Care Homes for Adults (18-65 years) Page 12 of 28 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples assessed needs are documented in care plans with good risk assessments to enable a measured approach to risk taking. Evidence: The files we looked at contained a wealth of information including assessments, risk assessments, personal profiles, monitoring charts and daily records with which to formulate care support plans to meet peoples identified needs. We saw that each file contained a comprehensive overview of the person and how they preferred to be supported with reference to likes and dislikes. The care plans were detailed and gave good guidance to staff on how to meet peoples needs in a consistent way. We saw that the care support plans were person centred and attention was paid to how people communicated their needs in non verbal as well as verbal means. Pictures were used in the care support plans to make them more accessible to the person they Care Homes for Adults (18-65 years) Page 13 of 28 Evidence: were about and staff told us how they used pictures and symbols to work with people who live at the home to establish their views on an ideal home for them. We saw that care support plans had been updated when peoples needs had changed or further information had been obtained. We saw that care plans were audited and evaluated on a regular basis with reviews being held internally and with the local authority to check progress. Review meetings involved family and relevant health care professionals. We saw that the care file was well organised into sections and easy for staff to access. We saw that each person had a range of relevant risk assessments with clear guidance for staff about how to minimise any perceived or actual risk. We saw that these were kept under review. Care Homes for Adults (18-65 years) Page 14 of 28 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 live at the home have a good quality of life because staff promote independence and choice, provide people with opportunities for activities, occupational stimulation, access to local community facilities, and ensure that links to family and friends are maintained. Evidence: We saw that staff ensure people who live at the home maintain a good quality of life by promoting independence and choice, providing opportunities for activities, occupational stimulation, access to local community facilities, and by ensuring that links to family and friends were maintained. We saw that the people who live at the home had weekly plans in symbol format that detailed their activities such as shopping for food supplies, household tasks, visiting local markets, clothes and personal shopping, lunches out in local cafes, trips to the Care Homes for Adults (18-65 years) Page 15 of 28 Evidence: cinema, drives out to the coast, bowling, visiting garden centres and pubs, having manicures and one to one activities such as puzzles and games. Some people who live at the home access local community centres, hydrotherapy sessions and enjoy relaxing foot spas. Others liked to bake or be supported to cook and one person attends a community farm to assist in the care of the animals. We saw that most people continue to have contact with their families and spent quality time with them. We saw that the people who live at the home enjoyed a holiday each year. People used their mobility allowances for the purchase of cars for their personal use. One person who lives at the home likes cats and had two, Lily and Lucy, which they helped to care for. Staff prepare the meals, we saw that the people who live at the home are supported to shop for food supplies and had input into the menus. Health eating is promoted but this continued to be balanced with special treats, likes and dislikes and individual choices and preferences. We saw that care plans detailed any support required or specialist equipment used. Kitchens were well equipped and each bungalow had a pleasant dining room where meals could be taken together as a group. Care Homes for Adults (18-65 years) Page 16 of 28 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. Peoples health and personal care needs are planned for and met in the home. Medication is managed in a safe and responsible way. Evidence: We saw that people who live at the home have access to a range of health care professionals this includes GPs, dentists, opticians, community nurses, specialist nurses, dieticians, speech and language therapists and consultants via out-patient clinics. We saw that health action plans had been developed for each person and good records of health interventions and access to services were maintained. Accidents were recorded and body charts completed when any bump or knock resulted in a mark to the skin. We saw that peoples weight was recorded and healthy eating promoted where required. We saw that staff speak to people in a kind and caring way and there was clearly a good rapport between them. Each person who lives at the home has a designated key worker and relationships had been built up between them and the persons close Care Homes for Adults (18-65 years) Page 17 of 28 Evidence: family. We saw that the care support plans provided detailed information about how people wanted to be supported and the preferences they had for rising, retiring, activities, bathing, meals, appearance and clothes. We saw that best interest meetings had been held for when it was decided that people who live at the home were unable to make an informed choice about health care and treatment. These meetings involved advocates, families, health care professionals and the staff and management of the home. None of the people who live at the home self medicate, all of the medication is handled on their behalf by the staff. All staff have received accredited training. We saw that medication is handled safely and people are protected by the procedures in place for the staff to follow. Care Homes for Adults (18-65 years) Page 18 of 28 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 are protected by the homes complaints procedure and kept safe from harm by the homes procedures and policies regarding safeguarding of adults. Evidence: We saw that there continues to be a complaint policy and procedure in place and this is displayed around the home. The policy and procedure is also available in the Statement of Purpose and the Service User Guide. The CQC have received no concerns about the service since the last inspection and the home is not subject to any ongoing safeguarding adults investigation by the Local Authority Safe Guarding Team. All complaint received by the home had been dealt with and none were outstanding. We saw that all staff have received training about how to recognise abuse and how to report this to the proper authorities, this training has been provided by Avocets training department and is part of the ongoing mandatory training the staff receive. Care Homes for Adults (18-65 years) Page 19 of 28 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. People are provided with a safe, attractive and homely place to live, which meets their individual needs. Evidence: There has been little change to the environment since the last inspection. 199a-203a Saltshouse Road consists of three separate bungalows registered to provide care for eight people with a learning disability. The bungalows are set back from the main road in a corner of a residential estate. Two of the bungalows have three bedrooms and one has two bedrooms. All the bedrooms are for single occupancy and are nicely furnished and decorated reflecting the occupants taste and preferences. Four of the bedrooms have en-suite facilities, one of which includes a bath. All bedrooms and bathrooms have privacy locks. Each bungalow has its own lounge, dining room, kitchen and shared bathroom. The bungalows have separate garden areas to the rear but share a large garden and patio area at the front. The bungalows were clean and tidy but also homely and well decorated. Each bungalow also has a utility room with domestic appliances for laundry. Equipment in the home is well maintained and serviced in line with manufacturers instructions. Care Homes for Adults (18-65 years) Page 20 of 28 Evidence: The home is close to local amenities and public transport systems. There is car parking for approximately five cars. We saw that none of the fire doors have self closing devices fitted. The acting manager needs to seek advice from the local fire safety office as to the appropriateness of this and follow any advice given. Care Homes for Adults (18-65 years) Page 21 of 28 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. People are cared by staff in sufficient numbers who are trained and competent to do so. People are protected by the companys recruitment and selection practices. Evidence: The home had sufficient staff on duty throughout the day and night to meet the needs of people living there. Some people who live at the home had one to one support for specific activities funded by the local authority. There was a core group of staff that had worked in the home for several years and knew the people and what their needs were very well. The acting manager told us that any staff vacancies or short falls in the rota were filled by regular bank staff. This means that the people are cared for by a consistent and regular staff group. We saw that staff have access to a broad range of training which is provided by Avocets training department. Newly recruited staff undergo a five day induction training period before they start working at the home. Avocet provides training about the general needs of the people who live at the home including training about epilepsy, autism, challenging behaviour and diabetes. Care Homes for Adults (18-65 years) Page 22 of 28 Evidence: More specialised training can be provided and this is identified during staff supervision and development interviews. We saw that staff have recently undertaken training about Deprivation of Liberty and the Mental Capacity Act and how this can impact on the people they care for. This means that people are cared for by well trained staff who have the skills to meet their needs. Staff recruitment files are located at the companys headquarters and were not assessed at this inspection. However, previous inspections had detailed that the company had robust policies and procedures in place regarding the recruitment of new staff members and ensured that all the required checks were in place prior to the start of employment. Care Homes for Adults (18-65 years) Page 23 of 28 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. People live in a home which is run in their best interest. They are involved with the running of the home as much as possible. Their views and the views of others are used to inform the day to day functioning of the home. Peoples health and safety is promoted and protected as far as reasonably possible by the policies and procedures at the home and the training of staff. Evidence: The acting manager has submitted an application for registration to the CQC and is awaiting their fit person interview. The home uses the company Quality Assurance system. This includes collating the opinions of all those who have an interest in the care the people who live at the home receive and producing an action plan to address any short falls. We saw that the staff continue to complete a monthly monitoring form for each of the people who live at the home that detailed whether there were any health concerns, what appointments they had attended, family contact, if documentation was up to Care Homes for Adults (18-65 years) Page 24 of 28 Evidence: date and whether a review of their care had taken place. We saw that the audits also covered other areas such as the environment, care support plans, accidents, health and safety issues, risk assessments, finances and medication. We saw that all of the equipment used at the home had been serviced in accordance with the manufactures recommendations. We saw certificates which indicated that the electrical wiring and gas instillations had been checked at the approved intervals. We saw that staff had completed training about health and safety, first aid, basic food hygiene, fire and infection control. A computerised spread sheet is used to monitor staff training and it is flagged up to the acting manager when staff need this updating. We saw that the building was secure and any repairs needed were requested via the companys property department. We did not look at peoples finances as this was seen to be satisfactory at the last inspection and no concerns or issues had been raised about this. The home is rated as good even though some of the outcomes for people are excellent. This due to the fact that the home was rated as adequate at the last inspection and the manager is yet to be registered with the CQC although her fit person interview is imminent. If there is a consistent and sustainable approach to the management of the home there would no reason that the rating could not be excellent at the next key inspection. Care Homes for Adults (18-65 years) Page 25 of 28 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 Adults (18-65 years) Page 26 of 28 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 24 The manager should seek advice from the fire safety officer about the fitting of self closing devices to fire doors around the home and follow any advice given. Care Homes for Adults (18-65 years) Page 27 of 28 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). 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