Care Home: St Joseph's Convent Nursing Home

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What the care home does well The home provides a homely atmosphere whilst delivering a high standard of person centered care It employs well trained professional staff as well as carers There was evidence that the staff supports and listens to both people that use the service and relatives. The home promotes independent choices for individuals and safeguards their privacy and dignity. The home has excellent facilities and offers meaningful activities with freedom for choice All staff involved in creating a friendly and secure home for vulnerable clients. What has improved since the last inspection? Staff education and training continues to be offered. There was evidence of general upgrades of areas within the home have enriched facilities for the people using the service. What the care home could do better: One requirement and one recommendation was made following this visit. The management informed us that the home improvement plan continues. The manager hopes to continue networking, to research working methods to aid improvement and help develop new or more efficient systems or care packages. Key inspection report Care homes for older people Name: Address: St Joseph`s Convent Nursing Home Lichfield Road Stafford Staffordshire ST17 4LG     The quality rating for this care home is:   three star excellent 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: Joanna Wooller     Date: 1 9 0 1 2 0 1 0 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 26 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) 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 26 Information about the care home Name of care home: Address: St Joseph`s Convent Nursing Home Lichfield Road Stafford Staffordshire ST17 4LG 01785251577 01785223836 clunystaff@btinternet.com www.sjc.ie Sisters of St Joseph`s of Cluny care home 41 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) : Number of places (if applicable): Under 65 old age, not falling within any other category physical disability Additional conditions: 1. The registered person may provide the following category of service only: Care Home with Nursing (Code N) 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 (OP) 41 Physical Disability (PD) 41 The maximum number of service users to be accommodated is 41. Date of last inspection Brief description of the care home St Josephs Convent was converted as a nursing home and first registered in 1989. It is situated within easy walking distance of Stafford Town centre, with good road and rail links and located in extensive, well-tended gardens and grounds adjacent to a newly built Catholic Parish Primary School. There is limited parking at both the front and rear of the building. Service users of any denomination are cared for and welcome to all the facilities offered by the Home. Care Homes for Older People Page 4 of 26 Over 65 41 0 0 41 Brief description of the care home St Josephs Convent emphasises the importance it places on individual and personal care provided by a professional team. There are three floors with a shaft lift facility and an exit ramp. The home has 33 single bedrooms, five of which are en-suite. There are no double rooms. The home is well suited to meet the needs of the stated categories of service users. Many rooms are well appointed, personalised, and some with views of the impressive garden; all are well equipped and pleasantly furnished. Care Homes for Older People Page 5 of 26 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: three star excellent 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 3 star. This means that that people who use this service experience excellent quality outcomes. This unannounced inspection was carried out by one inspector over one day between 09:00 and 14:00 hours. The Manager was not in the home and a Senior sister participated in the inspection process. The inspection included the following elements A walk around the building, observation and inspection of care records, discussions with people who use the service, case tracking whereby we select several people who use the service, chat to them and look at their care plans and lifestyle in the home. Discussions with several of the staff members on duty, observation and sampling of other services provided such as catering and laundry, and an inspection of the managerial aspects such as staffing issues and training, recruitment and health and safety. Care Homes for Older People Page 6 of 26 We were made welcome in the home and all assistance was given to gain the evidence required for the report. We had dealt with no complaints since the last key inspection. Care Homes for Older People Page 7 of 26 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People moving into the home have their needs fully assessed and assurances are given that they will be met prior to moving in. The home does not have intermediate care places. Evidence: The Aqaa told us We have easily readable service user guide with full information on accommodation, services provided, complaints procedure etc. We ensure that we have a full discussion with client, relatives and Care Manager. Pre-assessment is completed by a senior nurse to ensure all identified needs can be met Health & Social assessments and care plans are requested. Plan of care is developed We send out follow up letter of confirmation that the staff will be able to deliver the services and care the home offers to provide for all identified needs. The Statement of Purpose and Service User Guide offer all the required information to make an informed choice. The Statement of Purpose is specific to the home and Care Homes for Older People Page 10 of 26 Evidence: clearly sets out the objectives and philosophy of the service, supported by the Service User Guide. These documents are regularly reviewed to ensure they are current and correct. The home also has a brochure to give prospective clients an insight into the homes ethos and service. We looked at the care records of a recent admission and it was evident that the homes policys and procedures were followed. The management team had assessed the needs of the person prior to admission and a subsequent care plan had been developed, this assists the staff to become familiar with the persons needs and expectations from the time of admission. Those spoken to, or from information received through feedback surveys demonstrated very positive comments about the home and their admissions process. One lady told us I think that the staff here are very good, they do everything they can to make our time here enjoyable. One relative told us I chose this home for my mother based on its reputation for top quality care and so far I have been pleased with the care she has received. Feedback from relatives included The service meets all my mothers needs both physically and mentally. She is warm, comfortable and leads as normal a life as possible. We were again informed that the manager sends a letter following admission confirming the home is able to meet the individuals needs. Standard 6 is not relevant to this home and therefore not assessed. 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. People that use the service have their health, personal and social care needs set out in an individual care plan. They are able to make decisions about their care including the assistance required with medication administration. People living in the home feel that they are treated with respect and their right to privacy is upheld. Evidence: The Aqaa informed us of many positive actions undertaken by the home but basically told us We have access to NHS facilities for all residents and liaison with specialists. We have advanced care planning system in place and strictly follow the medication policy. We saw that each person had a care plan with long and short-term care plans within it. These were updated and reflected the current condition of the individual. The care records were person centered and well written. Intervention by the GP and nurse specialist were encouraged as necessary to ensure the best care was offered to the Service Users. Care Homes for Older People Page 12 of 26 Evidence: We saw that the care plans covered all areas of need including personal and social care, nutrition, spiritual needs and all necessary risk assessments. All the individuals who use the service have a key worker and a named nurse, evidence was available to confirm the care plans were regularly reviewed with input from the person who used the service, however signatures must be gained on this documentation to evidence that this care is agreed and the monthly review must be meaningful and reflect the actual care given and the outcomes during that time span. One relative told us The staff liase with the family about the care plans, the care is given with compassion and the care is individualised. We are very happy with the care our Mum is receiving at the home. Daily records and daily statements were evident with management plans and risk assessments in place where needed. One lady told us The care is excellent, if I wish to see the doctor the staff arrange for him to see me, I really am safe and very well looked after, nothing is too much trouble. There was evidence to substantiate that feedback is a continuous ongoing process, staff spend time with individuals to ensure they understand decisions and actions, and robust quality monitoring audit systems were in place for care standards, accidents, infection control, and health and safety. One relative told us Personally I feel my Mother is receiving the best care she can for her health needs and social well being. No matter what time of day I visit, Mum is always warm, tidy and spotlessly clean. People who use the service had access to a wide range of additional health care services according to their individual need and assessments were in place that looked at peoples tissue viability, pressure areas, nutritional needs, continence needs, hearing and sight. Medication procedures were observed and were sound, people who use the service receive their medication as prescribed and a safe management system was in place. The controlled drugs book and a random sample of drugs were checked and no errors were noted. Staff receive medication training and the manager also ensures audits and competency checks are undertaken. 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 excellent 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 find that their lifestyles match their expectations, they maintain contact with family and friends and have choice and control over their life. People receive a wholesome, appealing balanced diet in pleasing surroundings at a time convenient to them. Evidence: The Aqaa told us We have a structured social events calendar, Information folder and Newsletter and also excellent facilities for activities and a good sound system. We have planned events - Reminiscence, Quizzes, Birthday parties with special theme, Video with choice of films. Relatives and visitors welcome at any time and dining facilities are available privately or communally. Relatives are invited to social activities. The Chaplain support for clients, relatives and staff of any denomination. We have daily Catholic service and visits from other denominations. There is a Loop system in the lounge and chapel. CCTV available for room service and Local school carol service etc. We offer a wholesome home cooked varied menu with extensive selection of vegetables served in pleasant dining room or clients own room. We cater for special diets - cultural, religious, therapeutic. There is a coffee lounge for clients to entertain friends and family. Care Homes for Older People Page 14 of 26 Evidence: We saw that the routines of the home were planned around the needs and wishes of the people who use the service. There was evidence that the home encourages individuals to take control of their life and be actively involved in the running of the home. Families, staff and people who use the service confirmed that routines are flexible and that individuals can make choices in major areas of their life. One member of staff told us The home offers lots of different classes such as reminiscence, mobility, sing-along, planned entertainers, dancers and many seasonal partys and events which most people love to go to. We all work as a team and we are proud to be working here. Photographs were seen of activities within the home that the people\ had taken part in, through observation it was evident that people who use the service and the staff team enjoyed these activities. A monthly activity was seen displayed around the home and in the individuals bedrooms. One person told us The manager works tirelessly to organise a huge range of daytime and evening activities. She is supported by marvelous staff. One member of staff told us I feel the home offers plenty of activities for the people to take part in. The exercise classes keeps them active and the quizzes keep their minds active. It is lovely to see them with familys at parties and shows. Sufficient staff resources are provided to allow time for activities and stimulation. The home operates a key worker system, which enables closer relationships where likes, dislikes and needs are discussed, shared and also recorded. People who use the service were able to receive visitors whenever they choose, as the home has an open visiting policy, this was verified by a number of visitors on the day of the inspection. People who use the service could choose to see their visitors within their own private accommodation if they preferred to do so or within the very pleasant communal areas. This choice was evidenced during the inspection process. The home has a large dining area which gives people the opportunity of a relaxed, informal dining experience where family and friends can join them if requested. There was sufficient evidence from the people living in the home that the food was considered to be very good. Those individuals that required support with their meal were given sensitive assistance on a one to one basis. An environmental health officer had recently undertaken an inspection and awarded the kitchen a 5* rating for Rate My Place. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People that use the service are confident that their complaints will be listened to, taken seriously and acted upon. People are protected from abuse. Evidence: The Aqaa told us We are pro-active with niggles. The Complaint procedure is in clients information pack and employee handbook. All records are kept in accordance with policies. Any incident or concern receives immediate attention and investigation, the Complaints are managed effectively and with sensitivity. We work closely with CQC and keep them informed and updated. We see complaints as continued learning to prevent further issues. We have an open door policy and all residents are visited frequently by the care manager. We have evidence that relatives are satisfied with financial management. We have good supervision of staff and housekeeping staff work in pairs. The complaints procedure is available in the Service User Guide and in the foyer. People who use the service confirmed to us that they knew who to complain to and would be confident in doing so if necessary. We read a number of thank you letters and many compliments that have been made over the past year about this service. One relative wrote The home excels in every aspect, care and attention is second to Care Homes for Older People Page 16 of 26 Evidence: none. I consider myself very fortunate to have found my very ill mother a place in this wonderful home. It is such peace of mind for myself and family. Its a fine example of what a nursing home can be. The recruitment procedure and Protection of Vulnerable Adults training offered to staff protects vulnerable people from abuse, the home all the required policies and procedures on this matter. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People that use the service live in a safe, well maintained environment that is clean, pleasant and hygienic. Evidence: The Aqaa told us All staff have pride in the home which is clean, pleasant, well lit, hygienic with no odours. The home has strict infection control programme in place. The management and staff encourage people who use the service to see the home as their own home. St.Josephs is a very well maintained, safe, comfortable and attractive which has all the specialist equipment and adaptations needed to meet each individuals needs. People told us that the home is restful. The staff are respectful to ensuring a warm and tranquil atmosphere in the home. One lady told us Sometimes I forget I am living in a home with other people, we all enjoy the peace and quiet. My room is always spotless and the staff pay great attention to assist me to maintain it this way. Robust infection control measures were in place including laundry techniques, hand washing facilities and staff training. We saw evidence that the manager completes an annual infection control audit and the results are consolidated into an action plan to address any issues that have been highlighted. The home employs a maintenance person who carries out any required maintenance on an ongoing basis. Care Homes for Older People Page 18 of 26 Evidence: The domestic staff much be commended for achieving this consistently high standard of housekeeping . 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People that use the service have their needs met and are kept safe by the number and skill mix of staff. The homes recruitment policy and practices protect the people living in the home. The staff are trained and competent to do their jobs. Evidence: The Aqaa told us Our staffing includes a good, well trained care staff ratio to residents, in accordance with regulations.Our recruitment process is unbiased, we have advertisements in newspaper, job centre and internet. We ensure the recruitment of good quality carers with the right attitude to ensure high standards. We collect CRBs (Criminal Record checks) and references, requiring any gaps in employment to be explained. We issue a staff handbook with terms and conditions. Staff undertake training in common induction standards and appraisal. We promote internal development which empowers staff to share skills and knowledge. Care Manager has an open door policy with residents opinions being valued. We saw that the number of staff on duty during the visit was suitable to meet the needs of the people who use the service. It was evident that the manager ensures that the staffing levels are never compromised, some people who use the service require one to one support and everyone who required assistance at mealtime was able to have their own carer. One relative told us The staffing levels are excellent here. The staff are well trained and very attentive to the people and their families. Care Homes for Older People Page 20 of 26 Evidence: One member of staff told us I feel proud to tell people where I work. We looked at four staff files and they all demonstrated that a thorough recruitment procedure was in place, this included 2 written references, criminal records bureau checks, application forms that covered gaps in employment and the required identification certificates and photograph. We saw that all the staff employed at the home had received appropriate training, this ensures a consistent high quality service is offered to the people who use the service. The service clearly defines the roles and responsibilities of staff through accurate job descriptions and specifications. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a home which is well managed by a person of good character. The home is run in the best interests of the people living in it and their financial interests are safeguarded. The health, safety and welfare of people who use the service and the staff are promoted and protected. Evidence: The Aqaa told us The Registered Manager has Registered Managers Award and is an RGN with sound clinical judgement and experience in running the Home to meet its aims and objectives. The Registered Manager is visionary in the approach to the service and she demonstrates through formal qualification and strong leadership that a high standard of care is delivered whilst maintaining a motivated team. There is a full time Administration/Finance Manager in the home and a part time secretary. We annually audit our finances. All aspects of clients finances are met including receipts, recording and safeguarding. All necessary policies and procedures and training to deal with storage and disposal of dangerous substances is in accordance with legislation. The home promotes safe working practices which are observed and staff are Care Homes for Older People Page 22 of 26 Evidence: appropriately educated. We saw evidence that the management team closely monitors the practices in the home and there is a robust quality assurance system, action plans are developed and reviewed as required. She operates an open door policy and the people that use the service confirmed that the manager is always available to speak to but she generally meets the people living in the home on daily basis. Relatives confirmed to us that the manager is very professional and approachable. We saw that the management maintain robust systems and records of all personal finances and property which are updated and audited as required. The home is well maintained and evidence records are signed and kept. The AQAA completed by the manager confirmed that fire safety is checked and regular fire drills and training is provided for all staff. We saw evidence that the staff complete the mandatory and health and safety training as well as additional training, where appropriate. Members of staff told us that the training is ongoing and they must attend to be able to continue working at the home. 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 1 7 15 The care plans must be agreed and signed by the individual or their representative. This will ensure that the care needs written in the care plan are agreed. Future reviews should then also be agreed and signed. 31/03/2010 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 Care plan evaluation should be meaningful, personalised and reflect the individuals care needs as being met. Outcomes should be evidenced as being met or maintained and this should include general statements about the individuals well being and social care. Care Homes for Older People Page 25 of 26 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). 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