Care Home: Solway House Residential Care Home

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What the care home does well The home carries out assessments and obtains information about people`s needs before they are admitted. The health needs of the people living in the home are monitored by the staff and appropriate action is taken if there are any concerns. Good training is provided to help the staff meet the individual needs of the people living in the home. A variety of social activities are provided both inside and outside the home. There are systems in place to help ensure people`s views are listened to, including relatives and staff. This helps ensure a good service is offered and the home is run in the best interests of the people who live there. The home is clean, comfortable and provides people with a pleasant place to live. Comments included:"I would recommend this place to anyone". "The staff are wonderful". "The staff are marvellous". "I really enjoy the parties". "This is the best place I have been in, it`s great". The staff are committed and are well aware of the individual needs of the people they care for. The staff treat people with dignity and respect. Good relationships were apparent between the people living in the home and the staff on duty. The food is home cooked and people said they enjoyed the meals that were served to them. Visitors are welcome at any time and encouraged to take part in any events that are taking place. The atmosphere in the home is relaxed and friendly. What has improved since the last inspection? The care plans have been expanded to include information about social history and likes and dislikes. The health needs and contacts with health care services are fully recorded to help promote people`s well being. Menus are displayed on each dining room table to help ensure people can make informed choices. Refurbishment of the home continues to to provide people with a pleasant place to live. An extractor fan has been fitted in the smoking room which makes the room smell fresher. The gardens are secure and inviting which encourages people to spend time in them. What the care home could do better: The manager should continue to work on the care plans along with the staff team to ensure they a person centred. The proprietor should record the findings of his daily visits to the home on a monthly basis. This will help ensure any improvements are made and standards continue to be met. The proprietor must attend to minor repairs and refurbishment to help ensure the safety and comfort of the people who live in the home. Key inspection report Care homes for older people Name: Address: Solway House Residential Care Home 5 Station Road Benton Newcastle Upon Tyne NE12 8AN     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: Anne Brown     Date: 0 9 0 9 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 Older People 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 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) 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 Older People Page 3 of 28 Information about the care home Name of care home: Address: Solway House Residential Care Home 5 Station Road Benton Newcastle Upon Tyne NE12 8AN 01912660138 F/P01912660138 jen.weedy@btconnect.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Mr Davinder Vij care home 27 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is: 27 The registered person may provide the following category of service only: Care home only - Code PC To service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP, maximum number of places: 27 Dementia - Code DE, maximum number of places: 27 Date of last inspection Brief description of the care home Solway House offers residential care to male and female residents over the age of 65 who are suffering from problems relating to general old age and or dementia. The home was opened in 1983 and was originally a Victorian house which has now been extended with wings on either side, that are in keeping with the original building. The accommodation is provided on two floors and a passenger lift has been installed. There are two main lounges, a dining room and a sun lounge overlooking the gardens. There are twenty one single and three twin bedrooms. Nine bedrooms in the south wing are Care Homes for Older People Page 4 of 28 Over 65 0 27 27 0 1 8 0 9 2 0 0 8 Brief description of the care home not suitable for residents with mobility problems due to the size of the rooms. The home is situated in Benton close to the metro network and local shops are nearby. The home is surrounded by gardens and there is seating in the patio areas. Information about the home and inspection reports are readily available. The fees range from £373.99 to £386.14 Care Homes for Older People 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 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 1 star. This means that the people who use this service experience adequate quality outcomes. 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. How the inspection was carried out. Before the visit: We looked at: Care Homes for Older People Page 6 of 28 Information we have received since the last key inspection on 17th September 2008. How the service dealt with any complaints and concerns since the last visit. Any changes to how the home is run. The providers view of how well they care for people. The views of people who use the service and their relatives. Surveys returned by the people living in the home and the staff. An unannounced visit was made on 8th September 2009. During the visit we: Talked with people who use the service, staff and the manager. Looked at information about the people who use the service and how well their needs are met. Looked at other records that must be kept. Checked that staff had the knowledge, skills and training to meet the needs of the people they care for. Looked around the building to make sure it was clean, safe and comfortable. Checked what improvements had been made since the last inspection. We told the manager what we found. Care Homes for Older People Page 7 of 28 What the care home does well: What has improved since the last inspection? The care plans have been expanded to include information about social history and likes and dislikes. The health needs and contacts with health care services are fully recorded to help Care Homes for Older People Page 8 of 28 promote peoples well being. Menus are displayed on each dining room table to help ensure people can make informed choices. Refurbishment of the home continues to to provide people with a pleasant place to live. An extractor fan has been fitted in the smoking room which makes the room smell fresher. The gardens are secure and inviting which encourages people to spend time in them. What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 9 of 28 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 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 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. People are given good information to help them decide about moving into the home. Their needs are fully assessed to help ensure these can be met. Evidence: The service user guide contains the full range of information required. This helps people decide if the home is able to meet their needs. The surveys returned by the people living in the home all stated they received enough information to help them decide if the home was the right place for them. The home carries out a pre-admission assessment which includes obtaining a care management assessment. The manager also completes her own assessment using a range of professionally recognised assessment tools including mobility, nutritional and social. This helps ensure individual needs can be met. Care Homes for Older People Page 11 of 28 Evidence: The records of two people who had been admitted since the last inspection were examined. These showed that the assessments had been completed on communication, eating and drinking, social and spiritual and medications. This information had been used to complete the care and support plan. People are encouraged to spend time in the home to help them decide if their needs can be met, prior to moving in on a permanent basis. The home does not provide intermediate care. Care Homes for Older People Page 12 of 28 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. People are well supported by staff, and care plans show the amount of care and support that is provided. There are good arrangements in place to ensure that the health needs of the people living in the home are met. Evidence: The manager said she has introduced a new style of care plan since the last inspection. She is working with the staff to ensure all the plans are more person centred and contain more detail to help meet the individual needs of the people living in the home. The plans are evaluated on a monthly basis. Daily recordings are kept for each person living in the home to help ensure their needs are fully met. Some entries were well recorded and imformative whilst others were unnecessary. People living in the home said they received the care and support that they required. A survey returned from a health care professional who visits the home stated peoples social and health care needs were monitored and met by the home. They also said the Care Homes for Older People Page 13 of 28 Evidence: home seek advice and act on it to help ensure peoples needs are met. The care records showed that people living in the home have access to external health care services. GPs are regularly consulted for advice and treatment. People are supported to use dental, chiropody and optical services in the community. The staff on duty were aware of the individual needs of the people living in the home. They were observed to be treating them with respect and helping them to move around with sensitivity and patience. People are able to access their own bedrooms at any time and can choose how to spend their time. All staff were observed to be respecting peoples privacy and dignity. The medication records were up to date and appropriately signed. An audit of the medication system is carried out by the manager every week and competency assessments completed every three months for all staff who administer medications. The manager is planning to introduce a new system for dealing with medications which will be more efficient and is discussing this with the pharmacist who supplies the medications. Care Homes for Older People Page 14 of 28 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. People enjoy events and activities taking place in the home and menus and meal choices offer people a good level of nutritious food. Evidence: Various activities take place in the home and people are encouraged and supported to participate. The manager keeps a record of the activities which take place and a list of the people who joined in. This helps ensure suitable activities are provided to everyone living in the home. Activities include armchair exercise, relaxation techniques, knitting, quiz, movies, guess who game, puzzles, bingo, sing a longs, manicures, pedicures and various arts and crafts. Parties are arranged for birthdays and other significant events, such as St. Patricks Day, Halloween etc. The people living in the home are encouraged to prepare for the events and decorate the dining room accordingly. People said they always enjoyed these events. Some people attend a tea dance held every month in North Shields. People also enjoy Care Homes for Older People Page 15 of 28 Evidence: visiting local shopping centres, meals out and visiting a Lakeside centre for coffee and feeding the swans. New tables, chairs, wind chimes and mobiles have been purchased for the garden. People said they really enjoyed sitting in the garden and some liked to water the flower tubs. Entertainers visit the home on a regular basis. Comments included:There is always something going on. I like to go shopping. I enjoy doing the exercises. The garden is lovely, nice place to sit. Two relatives were present during the inspection. They said they were always made welcome in the home and were kept informed of any events taking place. Lunchtime was relaxed and unhurried. The staff were dealing with peoples needs in a sensitive way. The tables were nicely presented with table cloths and condiments. Menus are displayed and alternative meals are always available. One person said they usually asked for a different meal to that on the menu and this was always available. The cook introduces new dishes for people to try and if these are popular they are placed on the regular menu. The staff had recently consulted people about their likes and dislikes and these had been recorded. The home obtained a Safer Food, Better Business Award from the Food Standards Agency in July this year. People living in the home who commented said they enjoyed all the food that was served to them. Care Homes for Older People Page 16 of 28 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. The views of people who live in the home are listened to and they are protected from harm through policies, procedures and staff training. Evidence: The home has an appropriate procedure for dealing with complaints and this is referred to in the service users handbook. A copy of the procedure is displayed in the hallway. A complaints book is maintained to record any complaints received and the outcome of the investigation. No complaints had been received since the last inspection. Four written compliments had been received about the care provided by the manager and staff. The surveys returned by people living in the home stated they knew how to make a complaint. Three people living in the home said they knew how to complain but had never needed to do so. The staff on duty confirmed that they had received training on abuse and safeguarding vulnerable adults. They were aware of the whistle blowing policy and the procedure for reporting any incidents of bad practice they may see. They said they would be confident to do this if necessary. Care Homes for Older People Page 17 of 28 Evidence: Some people living in the home are unable to manager their own finances so their personal allowances are dealt with by the manager. All transactions were fully recorded and signed. Receipts are kept for any purchases made. Care Homes for Older People Page 18 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, 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. People are provided with a comfortable and pleasant place to live. The bedrooms reflect the individual tastes of the people who live there. Evidence: A programme is in place to improve the decoration, fixtures and fittings in the home to provide people with a comfortable and pleasant place to live. Since the last inspection some beds have been replaced and an extractor fan has been installed in the smoking room. The doors and handrails were being painted in the south wing which will make the corridors look brighter. The gardens in the north and south wing have been fenced off to make them more secure for people to enjoy. The north wing has been provided with tables, chairs and parasols and the trees and fences have been decorated with wind chimes and mobiles. There are flower tubs around the gardens and some people enjoy watering these. Some people living in the home said they loved spending time in the garden and sometimes had their meals out. Work has commenced to provide the south wing garden with the same facilities. It was noted that:Care Homes for Older People Page 19 of 28 Evidence: The mechanical ventilation device in the downstairs north wing toilet was broken. The carpet edging in the doorway of bedroom 19/20 was frayed and could pose a trip hazard. The drawers in bedroom 25/26 were broken. There was no facilities to store toileties in some bedrooms. A mirror was standing on the floor in bedroom 4 and could cause a health and safety hazard. The cook said the kitchen area gets extremely hot and would appreciate a cooler fan being installed. People said the home was always clean and comfortable. All areas were seen to be clean and hygienic on the day of the inspection. The staff on duty confirmed that they had received training on infection control. They are provided with disposable gloves, aprons and alcohol gel to help prevent the spread of infection. Handwashing instructions are displayed throughout the home to remind staff of the importance of this. Care Homes for Older People Page 20 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 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 are enough staff, who have been properly recruited, trained and supported to meet the needs of the people living in the home. Evidence: On the day of the inspection the manager, three care assistants, cook, domestic assistant and laundry assistant were on duty. The rotas showed that there are always three carers on duty from 8 am until 8 pm and two carers are on duty overnight. The surveys received from people living in stated that carers were always available when they needed them. Comments from people living in the home included:The staff are wonderful. Theyre a great bunch. The staff are marvellous, always pleased to help. Two relatives who were visiting the home said their mother was well looked after and they have no problems with the staff. Care Homes for Older People Page 21 of 28 Evidence: The manager stated there were vacancies for one full time and one part time care assistants at present. These hours are currently being covered by the staff working in the home. The deputy manager has recently resigned from her post and a senior carer is being trained to cover this role. The staff felt there were sufficient staff on duty to meet the needs of the people living in the home and they were able to spend time talking to them. A policy and procedure supporting the recruitment and selection of staff is in place. Four staff files showed and these confirmed that Criminal Record Bureau checks and two written references are received prior to staff being employed in the home. Job descriptions and contracts of employment have been issued to all staff members. The manager maintains a training matrix to ensure mandatory health and safety training is regularly updated. Only one member of staff has not achieved National Vocational Qualification, Level 3 but they are now enrolled to achieve this. The staff on duty confirmed that they had received training on Medications in Care Homes, dementia, mental health awareness, safeguarding vulnerable adults, infection control, health and safety, moving and handling, fire safety and first aid. They felt they received appropriate training to carry out their jobs effectively. The manager is meeting with a training agency next week to look at future training needs and courses available. This will include the Mental Capacity Act and Deprivation of Liberty. Care Homes for Older People Page 22 of 28 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 culture and systems in the home help ensure the service is led by the needs and wishes of the people living there, and helps protect them from harm. Evidence: The registered manager has a number of years experience in working with older people and has achieved NVQ Level 4 in care and management. She has obtained the Registered Managers Award. The manager and staff work hard to involve people in the day to day running of the home. Regular meetings are held and choice of food, activities and decor are discussed. The meetings are advertised to let people know what is to be discussed. The minutes are recorded. The manager is developing a quality assurance system to help ensure standards are improved and maintained. Surveys are issued to the people living in the home every six months to ask their opinions on the food they are served, the care they receive Care Homes for Older People Page 23 of 28 Evidence: and the activities that are available. Surveys are also issued to relatives and health care professionals. The manager is currently analysing the information to prepare a report. The proprietor visits the home every day and speaks to the people living in the home and the staff. This information is not recorded although it is fed back to the manager verbally. The staff on duty stated that they received formal supervision on a regular basis. The supervision notes are held on the case files. New documentation is now being used for staff appraisal and includes current performance, development and training and any comments that are made. These forms are signed by the supervisor and the staff member. Staff confirmed that the manager is very supportive and approachable. Appropriate tests had been carried out on the fire detecting and fire fighting equipment. A fire and health and safety assessment has been carried out on the premises. Moving and handling risk assessments have been completed. These need to include details on communication and co-operation of the person. This will help ensure the safety of the people living in the home and the staff. There are comprehensive policies and procedures in place to safeguard the rights and best interests of the people living in the home. Routines are flexible and revolve around individual needs. The staff make an effort to seek each persons views and deliver care according to their preferences. Care Homes for Older People Page 24 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 Older People Page 25 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 1 19 13 The mirror stored in bedroom 4 must be made secure. This will help protect the safety of the person using the bedroom. 09/10/2009 2 19 13 The carpet in the doorway of 09/10/2009 bedroom 29/20 was frayed and must be made safe. This will help ensure the safety of the person occupying the bedroom. 3 21 23 The mechanical ventilation device in the downstairs toilet must be repaired. This will help odour control and provide people with more pleasant environment. 31/10/2009 Care Homes for Older People Page 26 of 28 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 The registered manager should continue to involve the care staff in the development of the care plans to ensure they are person centred to meet individual needs. The registered manager should provide guidance to the care staff on the information that needs to be recorded for each person. This will ensure that the information is informative. A cooling fan should be provided in the kitchen to help ensure staff are provided with a comfortable place to work. Bedrooms should be provided with adequate facilities to store their toiletries for their convenience. The proprietor should record the results of his visits to the home on a monthly basis to help ensure standards continue to be met and any improvements made. 2 7 3 4 5 19 23 33 Care Homes for Older People 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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