Care Home: St Annes Residential Care Home

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What the care home does well St Anne`s provides a caring homely environment in a pleasant setting on the seafront promenade between Cullercoats and Whitley Bay. The home is very well maintained and works are ongoing to ensure it meets peoples current requirements. Everyone spoken to enjoys living in this home and many positive comments were received about the good support provided by the staff team. There is a varied range of activities for residents to enjoy although these are reduced recently following the retirement of the activities coordinator. All complaints are taken seriously and addressed. Staff are well trained to enable them to support residents appropriately. What has improved since the last inspection? Improvement works to the home are ongoing with improved bedroom facilities recently provided. Five premier bedrooms now have full en suite bathing facilities. Some communal bathrooms have been upgraded. One is a wet room that can be used by people in a wheelchair and another is fitted with a Jacuzzi style bath and plasma television. A new entrance porch has been formed for easier access to the home and some furniture has been replaced. What the care home could do better: The home is constantly striving to provide the best possible care and action plans are produced by management to address any issues identified. However the manager should consider these points identified throughout the inspection; The medication system should be audited and systems put in place to ensure the well being of people who use the service. A system should be developed to ensure staff receive fire instruction to ensure people are safe in the home. The manager should consider individual comments from people who completed a questionnaire about the service provided. Obtain a replacement for the recently retired activities coordinator. Inspecting for better lives Key inspection report Care homes for older people Name: Address: St Annes Residential Care Home 1-4 Rockcliffe Whitley Bay Tyne & Wear NE26 2BG     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: Allan Helmrich     Date: 1 4 0 5 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 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 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 Older People Page 2 of 26 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 Older People Page 3 of 26 Information about the care home Name of care home: Address: St Annes Residential Care Home 1-4 Rockcliffe Whitley Bay Tyne & Wear NE26 2BG 01912529172 01912510891 stannes@ascotcare.co.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) : Mr Trevor Nesbit care home 40 Number of places (if applicable): Under 65 Over 65 7 33 dementia old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home 0 0 St Annes is converted from three Victorian style terraced houses. It is situated on the seafront between Cullercoats and Whitley Bay and has excellent views of the seafront towards St. Marys Island. The home is on three floors. A passenger lift, two short staircase lifts and some ramps, provide access to all areas of the home. The home is registered to provide care to 40 older people, 7 of whom have a dementia. There are 40 single bedrooms, 19 of which have ensuite toilet and hand basin and five have full bathing facilities. The communal facilities consist of; a lounge, two dining/lounge areas, a dining room with adjoining conservatory. The home is well maintained with a large landscaped garden at the front. Inspection reports and information about the home are readily available. Weekly fees are in the range £423 - £520. Care Homes for Older People Page 4 of 26 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: 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. The quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. The Visit: Care Homes for Older People Page 5 of 26 The inspection was unannounced and was undertaken by the link inspector for the service. The inspection started at 9:15am and lasted 8hrs. During the visit we: Talked with people who use the service. Talked with the home manager and staff on duty. Looked at information about the people who use the service and how well their needs are met, Looked at case records for three residents and other records that must be kept, including medication. Checked that staff had the knowledge, skills and training to meet the needs of the people they care for. Looked around the building to assess if it was clean, safe and comfortable. Checked what improvements had been made since the last visit. Also surveys were sent to residents, staff and professional visitors. Responses were received from twelve residents supported by relatives, three staff members and a professional health care visitor. Information from these sources is used in this report. What the care home does well: What has improved since the last inspection? What they could do better: The home is constantly striving to provide the best possible care and action plans are produced by management to address any issues identified. However the manager should consider these points identified throughout the inspection; The medication system should be audited and systems put in place to ensure the well being of people who use the service. A system should be developed to ensure staff receive fire instruction to ensure people are safe in the home. The manager should consider individual comments from people who completed a questionnaire about the service provided. Obtain a replacement for the recently retired activities coordinator. Care Homes for Older People Page 7 of 26 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 Older People Page 8 of 26 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 26 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Comprehensive pre admission assessments and clear pre admission information for residents are in place. This is so they can make an informed choice and know their care needs will be met before moving into the service. Evidence: Everyone is given the opportunity to spend time in the home prior to admission. The manager has recently improved the admission process by allocating a dedicated person to new people coming into the home to help them settle in. New residents receive a welcome pack that contains information about the home and the service it provides. There is a statement of purpose and service user guide. In the room of new residents there are flowers and chocolates together with a welcome card. A copy of the most recent inspection report is available to anyone on request and copies of a quarterly news letter were available to people in the lobby of the home. Care Homes for Older People Page 10 of 26 Evidence: All but one person who completed a survey stated they received enough information about the home before moving in. One person who did not was an emergency placement, they said they moved in in a hurry. Luckily it is the best of all homes. Two people were helped by relatives and other people commented; I visited prior to taking up residence and was welcomed by the manager who took time to explain everything to us during the visit. We new it had good reports and we were able to visit prior to making a choice to see if we liked it. My son got all the information and I heard you had a good reputation. The home receives an assessment from the persons care manager prior to admission. This information is looked at by management and a pre admission visit is made by senior staff when other information is collected to ensure the home can meet the persons needs. Each of the case records reviewed contained an assessment of the persons needs and other appropriate supporting information. Within a short time of admission each resident has a plan of care constructed by senior staff in the home. These plans identify any special needs the individual may have such as religious or cultural requirements as well as personal care needs. The manager stated the home does not provide a rehabilitation service but short-term respite beds are available. Care Homes for Older People Page 11 of 26 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Health and personal care needs are well supported by good care planning, regular involvement from other professionals and clear recording. Evidence: Shortly after admission a range of assessments to determine the physical and mental needs of people are carried out and any identified needs are included in the persons plan of care. Risks in daily living are assessed and recorded care plans are produced to provide a basis for staff as to how care should be provided. The four care plans reviewed were of varying quality with some containing general information to staff relating to how care should be provided. The plan for one person identified an issue around eating. A feeding assessment was produced however in a survey this person commented that staff offer cracker biscuits to them that they are unable to eat. In another care plan issues related to mental health were identified and professional Care Homes for Older People Page 12 of 26 Evidence: people were involved in supporting the care provided. In another plan staff were working with community nurses to ensure the correct fluid intake was provided. The care plans are reviewed by key staff each month. A system to promote a more person centred care approach was introduced with key staff meeting each person in the home monthly and producing a report on their general wellbeing. This was stopped due to a lack of staff resource. A health professional recorded in a survey that individuals health care needs are Always met and commented that care is excellent. Residents or their visitors commented Staff are very good at dealing with challenging behaviour and aggression. Care staff are always willing to help and pleasant. One person commented that they would like staff to visit them more often in their room when they are unwell. Records demonstrated that residents regularly see health care professionals to promote their good health with details of health checks visits to their GP and hospital appointments being recorded in the individual files. A set of sit-on scales has been purchased to better monitor the weights of residents. Throughout the day the staff team demonstrated good practice in relation to respecting residents privacy and dignity. This is supported by comments made by residents. There is a public phone and the proprietor has also installed a system that allows residents to connect to the public phone system from their bedrooms. All senior staff that dispense medicines have had training in the safe handling of medication. A new secure storage area has been provided. The temperature of this area is not monitored using a max-min thermometer to ensure medicines are stored at the appropriate temperature. The medication records were free of errors and showed no gaps in recordings. A record to identify staff dispensing medicines was not available. Appropriate procedures that promote the safety and well-being of residents are in place. Care Homes for Older People Page 13 of 26 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The range of activities available to people in the home is reduced. However people do choose what to do and where to go. Visitors are made welcome and a range of healthy meal choices are available. Evidence: People were observed throughout the day using the communal areas of the home and also moving freely between these and their private accommodation. People spoken to commented that they choose what to do and where to go. Visitors were seen leaving with residents for some time away from the home. One person was seen going out for a walk however she returned soon after as it was too windy. The homes usual activities schedule has been reduced as the activities person has recently retired and the manager has not yet been able to fill this post. Three residents have agreed to be involved in the appointment of the new activities person. Some people spoken to said they would like more activities and of the twelve people who completed a survey two people stated there were Always activities arranged they could take part in four stated Usually five stated Sometimes and one person recorded Never. Some comments were A greater variety of activities would be Care Homes for Older People Page 14 of 26 Evidence: welcome especially trips away from the home and an encouragement of informal contact between the more able residents. There is a wide range of activities provided from keep fit to film shows and musical entertainers. The spring newsletter contained pictures of people enjoying an afternoon of entertainment with singers and dancers. There has also been two pie and pea suppers organised by a local school. Visitors to the home confirmed they are well received and can have privacy if they wish. Church visitors conduct regular services with communion for those interested residents. By arrangement residents can bring to the home items of furniture and other personal possessions. Many instances of this were noted during a tour of the building. Should anyone require advocacy details of this service is advertised on the homes notice board. Residents confirmed they are offered three full meals each day with at least one of these being a hot meal. Hot and cold drinks and in between meal snacks are available throughout the day and night where required. In the kitchen there was a four week rotating menu with a choice of food available at all main meal times. The records showed that peoples choices that morning included; a full breakfast, bacon sandwiches, grapefruit, porridge and cornflakes. Kippers are offered each weekend. Appropriate quantities of foodstuffs including fresh fruit and vegetables were available to kitchen staff. Everyone who responded to a survey confirmed they either Always or Usually like the meals provided. One person commented could not be better and another always very good. However one person pointed to a problem they have when eating and that staff did not always provide the best guidance and another commented the cutlery is not always clean, cups are often stained and new cups provided are heavy. The manager is aware that the new cups are heavy when filled with tea and she is addressing this problem. Meals are provided in one of the homes three dining areas or in peoples own rooms if they request this. The meal was well presented and everyone spoken to enjoyed their lunch. One person was seen eating long after lunch was over. The meal for this person was held back as she had been out with her visitor. Care Homes for Older People Page 15 of 26 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home takes complaints seriously and staff are well trained to ensure everyone is protected from abuse. Evidence: The home provides a copy of the complaints procedure to new residents of the home in a welcome pack. Also a copy of the policy is on the wall near the entrance for the benefit of visitors to the home. A log to record complaints is held by the manager and in the lobby there is a box for comments, complaints and suggestions. No complaints have been received since the last inspection, however the manager recorded a dissatisfaction raised by a resident. This was resolved. All but one person who completed a survey was aware of how to complain and one person commented I commend the staff for how they deal with complaints. We are very aware of the procedures and remain happy with the actions taken. The manager has received training from the local authority in Safeguarding vulnerable people and she know provides this training to staff. Each of the staff team have been trained in an awareness of issues that affect vulnerable people and the staff spoken to were confident they would always support the rights of residents in the home. Care Homes for Older People Page 16 of 26 Evidence: The home has policies and procedures to protect residents and the Department of Health guidance (NO SECRETS) dealing with the protection of vulnerable adults. This guidance is available to all staff to promote abuse awareness. Care Homes for Older People Page 17 of 26 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well maintained, safe and comfortable. Evidence: Since the last inspection the proprietor has altered the entrance to the building and improved the bedroom facilities by providing five new bedrooms that have full ensuite bathing facilities. Bathrooms are being improved with one converted to a wet room and another is fitted with a Jacuzzi bath, a plasma television able to receive digital programmes and piped music. The home is comfortable and well maintained with several areas suited to sitting and eating giving flexibility and choice to people who live in the home. Everyone spoken to was happy with the changes made and everyone who responded in a survey recorded the home is Always fresh and clean. One person commented the lounge and reception area have just had a makeover and look great. There was some inconvenience whilst this was going on but staff tried to minimise this as much as possible. The home was clean with no bad odours detected. The housekeeper monitors the standard of cleanliness and she is very proud of the home. Care Homes for Older People Page 18 of 26 Evidence: The homes deputy is trained in infection control and is updated at periodic meetings with infection control specialists within the health service. Care Homes for Older People Page 19 of 26 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are sufficient staff to meet the needs of each resident and recruitment procedures ensure people who live in the home are safe. Staff get regular training and supervision to ensure the necessary skills are available to provide the people who live at the home with good care. Evidence: Information provided by the home manager showed that over 95 of the staff have an appropriate vocational qualification. The records showed that a regular training programme is in place to ensure staff receive the training they need to care for older people and people with a dementia. The range of training provided this year includes; first aid, fire safety, infection control and health and safety. Further training has also been arranged to inform staff about mental capacity, safeguarding vulnerable people, challenging behaviours and nutrition. During the inspection sufficient staff were on duty to meet the needs of the people in the home and the staff rota demonstrated that the normal care staffing levels in addition to the manager who normally works Monday to Friday is; 5 care staff from 8:00am until 5:00pm then 4 care staff until 10:00pm then 2 care staff through the night. The manager is also supported by a deputy, housekeeper, domestic and kitchen staff. The company employs a maintenance person to work between the homes in the Care Homes for Older People Page 20 of 26 Evidence: group and a post for an activities person is currently vacant. The files of recent recruits were reviewed and found to contain appropriate information in the form of application forms, references and Criminal Record Bureau (CRB) checks to ensure residents can live in a safe environment. A system is in place to ensure all new staff receive an induction that demonstrates they are able to care for people living in the home. Details of this is recorded in a workbook and signed by the manager on completion of a demonstration of competency. Returned surveys from residents were full of praise for the staff team and each resident who expressed an opinion complemented the staff team on the quality of support they provide. Three questionnaires were returned from members of the staff team. The responses identified good training and support is provided. One return commented they would prefer more time with the residents. The health professional who returned a survey commented the care is excellent. Staff spoken to stated that training is available and that management provide regular support for them in their work. Care Homes for Older People Page 21 of 26 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. St Annes is a home that is well run for the benefit of the people who live there. Evidence: The manager has been in charge of care homes for older people for several years. She has the Registered Managers Award which demonstrates her knowledge and experience in managing a care home for vulnerable people. She also assists the local Primary Care Trust in providing safeguarding training to care staff from other homes. Also she is assisted by a competent deputy manager. Residents spoken to during the inspection stated that the manager is always available to discuss matters relating to the running of the home. She has resident meetings the last recorded one being in January, also she has spoken with three residents about a committee to be set up to provide suggestions for improvements to the care provided. Questionnaires returned contained praise for the manager and the standard of care Care Homes for Older People Page 22 of 26 Evidence: provided. A quality monitoring system is in place that involves the use of questionnaires. Currently the manager is awaiting the response from the 2009 survey. The 2008 survey was analysed and an action report produced. An annual development plan is in place and evidence of physical improvements to the home are identified in the environment section of this report. Two staff spoken to stated that the home is well run. Meetings are held with the workforce and a record is kept of those in attendance and the issues discussed. The last meeting was in March. Many residents control their own monies. A system is in place to hold monies should residents require this service. Transactions are recorded and evidenced by two signatures, receipts are obtained so the system can be audited. Some systems are in place to ensure the home is safe for residents. Certificates were seen to demonstrate maintenance tasks carried out by external contractors were done. The gas system is serviced, internal wiring has been checked as have portable electrical appliances used in the home. A fire risk assessment has been produced and regular fire checks are recorded but it is difficult to assess if staff have received fire instruction at the appropriate intervals to maintain a safe environment. Each member of staff has a booklet regarding health and safety in the home. Kitchen staff are working through a system to promote better food standards in the home. Infection control systems and systems to ensure a good standard of hygiene is maintained is the responsibility of the homes domestic supervisor. Care Homes for Older People Page 23 of 26 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 24 of 26 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 7 Continue reviewing the standard of care planning to promote care plans that fully instruct care staff how to provide the individualised care required by each person. These plans should be specific in the elements of support to be provided so as not to take away independence. Ensure staff are aware when people are unwell and ensure they receive regular staff visitors to their bedroom. Provide a list of people who dispence medicines together with their signature for identity purposes. Monitor the temperature that medicines are stored with a max-min thermometer for accuracy. Continue with the objective to replace the recently retired activities co ordinator. Monitor the activities provided and promote activities suitable to people in the home. Monitor the cleaning of cutlery and crockery to ensure it is clean and unstained. Ensure that systems are in place to monitor that staff receive fire instruction in accordance with Fire Authority recommendations. That is; day staff twice each year and night staff for times yearly. 2 3 4 5 7 9 9 12 6 7 15 38 Care Homes for Older People Page 25 of 26 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). 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. Care Homes for Older People Page 26 of 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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