Care Home: Scotter House

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What the care home does well People who were interested in living in the home were provided with an opportunity to visit and stay at the home and their needs were fully assessed before they were admitted. Care plans were developed to ensure that people were encouraged to maintain and develop their independence and skills whilst at the home. The staff and the people using the service had very good relationships with each other and the atmosphere between them was relaxed. This meant that the people were very settled and felt that they could rely on the staff for any support that they may need. People were provided with meals that they chose and liked. The home was well run and made sure that the people were made safe and were protected from abusive situations. The home is constantly being redeveloped to make sure that it can meet all of the needs of the people who use the service. The building was very clean and tidy and was free of any offensive odours. It was very well maintained and offered homely accommodation. The home provided experienced staff in sufficient numbers to meet the needs of people who live in the home. There was a very low turnover of staff so people staying at the home could be confident that they would know the staff on duty. Even though the home had had some management changes this had not adversely affected the running of the home. The people who use the service were consulted in the quality monitoring and development of the home. The health and safety of the people who live in the home was generally well managed What has improved since the last inspection? The care plans and risk assessments had been evaluated on a regular basis. The kitchen had been refurbished. What the care home could do better: Residents bank account details should be held securely in order to keep personal details safe and prevent unauthorised access to peoples bank accounts. To maintain confidentiality individual and separate records of complaints should be maintained. Recruitment records needed to be more consistently maintained and training records needed to be brought up to date. The fire risk assessment needed review and the attendance of staff at fire drills need to monitored to ensure that all had had the opportunity to attend. Fire alarm tests neededto be completed weekly even when the person responsible is on annual leave. Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: Scotter House Scotter House West Common Lane Scunthorpe North Lincolnshire DN17 1DS     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Kate Emmerson     Date: 0 3 0 6 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. 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. 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 Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Adults (18-65 years) Page 2 of 30 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). 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 CSCI 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 30 Information about the care home Name of care home: Address: Scotter House West Common Lane Scotter House Scunthorpe North Lincolnshire DN17 1DS 01724855051 01724872070 karen.whitby@northlincs.gov.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : North Lincolnshire Council care home 14 Number of places (if applicable): Under 65 Over 65 0 learning disability Additional conditions: Date of last inspection Brief description of the care home 14 Scotter House is a purpose built care home in the west of Scunthorpe, it is being developed on a ongoing basis to ensure that the environment is still appropriate to the needs of the individual service users. The accommodation is provided over two floors. All rooms are provided for single occupation and three of the bedrooms include ensuite facilities including shower/bath and toilets. There are spacious communal areas throughout the home. The communal areas include a conservatory with decking garden area, in the main part of the house a lounge/dining room, a kitchenette, a shower room and toilet. Improvement has already been made to bathing facilities in this part of the building including all of the bathrooms and shower rooms being renovated. A large kitchen serves all of the Scotter complex. People recive a voucher for their care from the local authority following assessment and the fee is £17.24 per night. Care Homes for Adults (18-65 years) Page 4 of 30 Care Homes for Adults (18-65 years) Page 5 of 30 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 site visit to Scotter House was unannounced and took place over one day in June 2009. The evidence was gathered through discussion with people using the service and visitors, interviews with staff and management, direct observation of the interactions between people living in the home and with the staff group and observation of documentation in the home. We spoke with five of the people using the service and one visitor, we also interviewed two members of staff and the manager of the home. Additional information was supplied through the services contacts with the Commission since the last inspection Care Homes for Adults (18-65 years) Page 6 of 30 and a pre-inspection self assessment that had been returned to us. What the care home does well: What has improved since the last inspection? What they could do better: Residents bank account details should be held securely in order to keep personal details safe and prevent unauthorised access to peoples bank accounts. To maintain confidentiality individual and separate records of complaints should be maintained. Recruitment records needed to be more consistently maintained and training records needed to be brought up to date. The fire risk assessment needed review and the attendance of staff at fire drills need to monitored to ensure that all had had the opportunity to attend. Fire alarm tests needed Care Homes for Adults (18-65 years) Page 8 of 30 to be completed weekly even when the person responsible is on annual leave. If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. 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 30 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 30 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who were interested in living in the home were provided with an opportunity to visit the home and their needs were fully assessed before they were admitted. Evidence: People who lived in the home stated that they had been given the opportunity to visit the home before they had been admitted. This ranged from a visit for a couple of hours to overnight stays. The staff described a robust assessment processe in which they work closely with other agencies including schools where the individual is on transition into adult services. Some of these transition assessments can take many months in order for the person to become comfortable with all elements of the new service. Care files provided evidence that residents had received a full assessment of their individual needs before they were admitted in to the home. The local authority owns the home and therefore all files included care management assessments of needs and care plan. Care Homes for Adults (18-65 years) Page 11 of 30 Care Homes for Adults (18-65 years) Page 12 of 30 Individual needs and choices These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents individual needs and choices were well supported in the home. Evidence: The three care files examined included clear care plans that had been developed in conjunction with the residents, their families, their responsible care management team and care staff working at the home. All of the needs identified in the original assessments had been identified in their care plans. The care plans had been evaluated on a regular basis to make sure that they were still appropriate to needs. The care plans identified how people were supported to maintain their independance and develop their skills. Two people living in the home were being supported to live more independently in preparation for a move into the community. The care plans would benefit from some archiving as there was some very old and out of date information which was mixed with current information. Care Homes for Adults (18-65 years) Page 13 of 30 Evidence: Residents were encouraged to manage their own finances where possible. Where the home held money or valuables for safe keeping the financial records/pocket money accounts had been accurately recorded and were up to date. However care files held some information from peoples banks which the manager was advised to hold more securely in order to keep personal details safe and prevent unauthorised access to peoples bank accounts. Where appropriate care plans were supported by risk assessments.These included where there were restrictions in residents freedom of movement and mobility problems. There was evidence that the risks assessments are evaluated on a regular basis to ensure that they were still relevant to the needs of the individual service users. Care Homes for Adults (18-65 years) Page 14 of 30 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. Residents were encouraged to maintain and develop their personal lifestyles at the home. Evidence: We looked at the care files for three people living at the home. The diary records and care plans showed that residents were encouraged to maintain and develop their social, emotional, communication and independent living skills. Conversations with residents and the staff evidenced that residents were encouraged to maintain and develop their personal lifestyles at the home. One person stated that they go out with friends in to the community. The longer-term residents were supported to access training and education in the Care Homes for Adults (18-65 years) Page 15 of 30 Evidence: community. There was also evidence that people accessing respite care were encouraged to access all of the training and social activities that they attend when they are at the home. The residents were encouraged to maintain and develop their relationships with their family and friends. Staff described how they tried to arrange respite care to accommodate requests for people to attend at the same time as their friends. Direct observations showed that the daily routines were flexible and the preferred names identified in their care plans were used at all times when the staff communicated with them. The relationships between the staff and residents were observed to be very relaxed, friendly and supportive. We looked around the homes main kitchen on the tour of the premises. The kitchen was very clean and had been refurbished and redeveloped since the last inspection. The kitchen was now more domestic in character and residents were observed working with the staff to prepare drinks. The home also had training kitchens for residents to use to develop their skills and independence. Comments about the food provided included the food is OK and the food is good. Care Homes for Adults (18-65 years) Page 16 of 30 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. Residents personal and health care needs were met through the services provided at the home. Evidence: The home does not provide nursing care to residents. However their care plans showed that when they have any health care needs they are supported with these through health care professionals that are based in the community. This included district nurses, community learning disability social workers and nurses, chiropodists and consultant psychiatrists. The care plans were detailed and supported residents lifestyle choices and routines. They showed that when health care was required prompt referrals were made and people were supported to attend appointments when required. None of the residents in the home administered their own medication. All of the staff that administered prescribed medication had received appropriate accredited Care Homes for Adults (18-65 years) Page 17 of 30 Evidence: medication training. There had been three medication errors reported to us since the last inspection. The management had dealt swiftly and appropriately with this and reviewed and improved medication processes to reduce the risk of errors in future. This included refresher training for staff and two staff to administer medication and checking in and out medication. A senior member of staff also checked the medication and records on a daily basis. The medication records examined were up to date and had been accurately recorded except in one case where a medication had not been signed as to whether it had been given on the morning of the inspection. The controlled medication in the home was appropriately stored and recorded. Care Homes for Adults (18-65 years) Page 18 of 30 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 living in the home were protected. Evidence: The home had a new complaints policy and procedure, this was introduced to make the process easier to follow. The management and staff at the home had developed a simple diagrammatic complaints procedure and flow chart to make it more accessible and understandable to residents. A record was maintained of all complaints and concerns that were raised at the home and this included details of the investigation process and the outcome of the investigation. The way that complaints were recorded required review as they would not maintain confidentiality in their current form. The manager was advised to keep individual and separate records rather than recording detail in diary sheets that were accessible to all staff. Staff training records supported the evidence that all of the staff receive safeguarding adults training and before they are employed to work at the home they must have received clearance from the appropriate vetting authorities. Interviews with staff also supported the evidence that they understand what safeguarding adults is about and they also knew how to report any allegations or suspicions of abuse. There was evidence that the management had taken appropriate action with regard to issues that Care Homes for Adults (18-65 years) Page 19 of 30 Evidence: required safeguarding referral. For example they had referred medication errors and incidents of aggression between residents. Care Homes for Adults (18-65 years) Page 20 of 30 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, comfortable, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. People have enough privacy when using toilets and bathrooms. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The environment of the home is suitable to the needs of the people who use the service. Evidence: We made a tour of the premises. The home is constantly being redeveloped to make sure that it can meet all of the needs of the people who use the service. The building was very clean and tidy and was free of any offensive odours. The main kitchen in the home had been refurbished since the last inspection. There were also two training kitchens for people to use to maintain and develop their independence skills. There were a number of communal spaces in the home including four lounges and a conservatory. There is also a decking area in the central courtyard of the home. The bedrooms in Scotter House are all for single occupation. The long term residents had decorated and furnished their personal rooms to their own tastes and preferences. Three of the individual rooms include en-suite facilities. There are a further six toilets Care Homes for Adults (18-65 years) Page 21 of 30 Evidence: and two bathrooms that are spaced well around the home. The bathrooms had been renovated to a very good standard and promoted a homely atmosphere in them. The laundry was locked for safety and the washing facilities were programmable to disinfection and sluicing standards. The home also has smaller domestic appliances that the residents can access to maintain and develop their independent living skills. Care Homes for Adults (18-65 years) Page 22 of 30 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home provided experienced staff in sufficient numbers to meet the needs of people who live in the home. The recruitment and training records did not provide evidence of robust procedures in this area. Evidence: We observed the care staff personnel and training files for four of the staff that work in the home. Two care staff were also interviewed. It could not be established if there was a robust recruitment procedure from the evidence provided on the day of the inspection. This was due to the lack of consistency about the storage of files and the information held in them. Some staff files were held at the home and some were held centrally in the human resource department. The acting manager stated that they were unable to start new staff unless human resource staff had confirmed that all the required information had been received. There was evidence that each of the four staff had had Criminal Record Bureau checks. The induction and foundation training for the staff was provided through the local authorities training department. We were informed by the personal development coordinator that this training complies with the national standards for induction and Care Homes for Adults (18-65 years) Page 23 of 30 Evidence: foundation training in care. The training records were poorly maintained and not up to date and it could not be established from these if the mandatory training for each staff member was up to date. However the staff now responsible for this task had been working hard to resolve this issue and identify training requirements. There was some inconsistency in the holding of certificates to evidence the training provided, some were sent to the carers and others were held in staff files. The staff interviewed stated that they had received a wide variety of training including mandatory training and training specific to residents needs. Staff interviewed by the inspector had all worked for the home for a considerable length of time and this indicated that staff turnover is low. This helps the residents to feel more comfortable as whenever they go in to the home for respite care the same staff will usually be available to them. The people we spoke to said the staff are very good. Staff were observed interacting with the residents and the relationships between them was seen to be relaxed and friendly. The staff records evidenced that they receive the recommended minimum of six formal supervision periods per year. The supervision is in line with the local authorities policies and procedures and is usually held on a monthly basis. The home had not achieved the standard of fifty percent of staff to be qualified to at least level 2 in NVQ (National Vocational qualification) training. Ten of the twenty four staff had NVQ qualifications and six were training towards NVQ level 3. Care Homes for Adults (18-65 years) Page 24 of 30 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. Even though the home had had some management changes this had not adversely affected the running of the home. The people who use the service were consulted in the quality monitoring and development of the home. The health and safety of the people who live in the home was generally well managed. Evidence: The registered manager, Karen Whitby, is a qualified social worker (DipSW) and has completed the Registered Managers Award. She also has a Diploma in Higher Education, a Certificate in Education and a Diploma in Counseling. The manager of the home is also a qualified NVQ work base assessor. At the time of the inspection North Lincolnshire Council were in the process of significant management changes. The registered manager was managing the service from arms length and visited the service approximately twice per week. The team leader, Clare Marshall, was managing the service on a day to day basis with the support from a training manager and senior care staff. Ms Marshall had completed the registered managers award and NVQ 4. Care Homes for Adults (18-65 years) Page 25 of 30 Evidence: The people using the service had regular meetings at the home to determine their opinion in relation to how services are delivered to them at the home. POSH meetings (People of Scotter House) are held on a monthly basis. These meetings included what foods should be included on the homes menus and what activities people would like to be involved in. The meetings were also used to update the people with the changes going on inside the service and to feed back information from the quality audits. The home had an effective quality assurance and monitoring system. Questionnaires were routinely sent out to people using the service, their families and outside professionals. The manager of the home then analysed the information that is returned to the service and developed an action plan to improve the quality of services being provided through Scotter House. The action plan was then published and made available to people using the service and other interested parties. The home had policies and procedures relating the the management of health and safety. There was evidence that equipment used in the home was serviced as required. Fire drills were regularly completed but not all staff group had been involved in these up to the time of the inspection. It is recommended that the manager monitors attendance at fire drills to ensure that all staff have had the opportunity to be involved in this process on a regular basis. A full evacuation of the home was also completed monthly so that the people living in the home understood this process in the event of a fire. The fire alarm system was usually tested on a weekly basis by the person responsible for health and safety in the home. However when he was on leave weekly tests had not been completed, the manager must ensure that this test continues to be completed in his absence. The fire risk assessment had last been reviewed in 2006 and should be revisited to ensure it remains current. Care Homes for Adults (18-65 years) Page 26 of 30 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 27 of 30 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 1 20 13 Accurate medication records must be maintained. To ensure a full audit trail of medication in the home is held. 30/09/2009 2 34 17 Recruitment records which 01/10/2009 include all the required checks must be available for inspection. To evidence that the staff member is fit to work in the home and the process is consistent and sufficiently robust to protect people living in the home. 3 35 18 Training records must be up to date and audited to ensure that all staff have received mandatory training and training to meet the specific needs of the people who use the service. 01/10/2009 Care Homes for Adults (18-65 years) Page 28 of 30 To provide evidence that the staff have received the training appropriate to the work they are to perform. 4 42 23 The manager must ensure that the fire alarm tests are completed weekly. To ensure that the equipment is maintained in full working order. 30/09/2009 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 Residents bank account details should be held securely in order to keep personal details safe and prevent unauthorised access to peoples bank accounts. To maintain confidentiality individual and separate records of complaints should be maintained. Staff attendance at fire drills should be monitored to ensure that all staff have had the opportunity to be involved in this process on a regular basis. The fire risk assessment had should be reviewed in 2006 to ensure it remains current. 2 3 22 42 4 42 Care Homes for Adults (18-65 years) Page 29 of 30 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). 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