Care Home: Summerfield Rest Home

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What the care home does well People in this home told us that they were well cared for by a committed and friendly care team. Staff treat people with dignity and respect. They are well trained and have a good understanding of peoples needs and wishes. They encourage people to make their own choices and decisions and to be as independent as possible. There are good systems in place to make sure people are protected, including staff training, risk assessments and policies. People who use this service told us that they feel safe living in the home. What has improved since the last inspection? Since the last inspection there have been lots of improvements to the environment. For example; a lift has been installed; decor though out the home has been improved, including bedrooms in which people have the choice of colour, carpets and curtains. There is now a sun lounge and quiet room for residents and their visitors. During this inspection we found that care plans are being improved and people are actively involved in their care plans. What the care home could do better: There were no requirements or recommendations as a result of this visit. We made some suggestions to help make things better. We said that the preadmission assessments and care plans should record what likes and dislikes people may have and also what hobbies that they might like to continue with. This would inform staff about what residents may wish to do or things that they do not like. We also said that care plans and policies and procedures must document the individual needs of residents in relation to ensuring that their dignity and privacy is maintained. This would ensure that residents are consulted about how their privacy can be best maintained when personal care is being provided. Lastly we said that letters must be sent to prospective residents confirming that their needs can be met at this home. This would confirm to people that an assessment of their needs had been undertaken and the home can meet their needs. The manager told us that they are going to undertaken the above tasks as a priority so as to ensure that information is available to all staff regarding peoples likes and dislikes. She also confirmed that a letter will be sent confirming that the provider can meet or not meet the needs of prospective residents. Key inspection report Care homes for older people Name: Address: Summerfield Rest Home 10-12 Park Road East Sutton On Sea Lincs LN12 2NL     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: Douglas Tunmore     Date: 0 7 0 4 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) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. 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: Summerfield Rest Home 10-12 Park Road East Sutton On Sea Lincs LN12 2NL 01507441969 01507442329 summerfieldresthome@btinternet.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Summerfield Rest Home Ltd Name of registered manager (if applicable) Mrs Lynn Elizabeth Batty Type of registration: Number of places registered: care home 38 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category sensory impairment Additional conditions: The category SI is for a service user as named in the Notice of Proposal to register dated 26 May 2005. The home is registered to provide personal care for service users of both sexes whose primary needs fall within the following categories:- Old age, not falling within any other category (OP) - 38 Dementia - over 65 years of age (DE(E)) - 9 Sensory impairment (SI) - 1 The maximum number of services users to be accomodated is 38. Date of last inspection 0 0 1 Over 65 9 38 0 Care Homes for Older People Page 4 of 26 Brief description of the care home Summerfield Rest Home is a detached two-storey building situated in a quiet residential area in the seaside resort of Sutton-on-Sea and is close to all local amenities. It is a care home providing personal care for up to thirty-eight people of both sexes over the age of 65 years, some of whom may have a diagnosis of dementia. There are various facilities within a mile of the home, including shops, pubs, a church, theatre, amusements and the sea front. Accommodation consists of thirtytwo single bedrooms and three double rooms, all of which are ensuite with a toilet and sink. A lift and stair lift provides passenger access to the upper floor. There are six lounges plus a sun lounge, quiet room and one main dining area. The surrounding gardens have been attractively landscaped and off-street car parking is available to the front and side of the building. The service users guide and the homes last inspection report is kept in the managers office and is available on request. Fees charged for residential care on the 07/04/2010 were three hundred and eighty five pounds to four hundred and fifty pounds. 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: 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 two star. This means the people who use this service receive good quality outcomes. This was an unannounced visit undertaken by an inspector and it formed part of a key inspection, focusing on key standards, which have the potential to affect the health, safety and welfare of people who use the service. Throughout this report the terms we and us refer to the Care Quality Commission (CQC). We took into account previous information held by us, including the previous inspection report, their service history and records of any incidents that we had been notified of since the last inspection. Before we made our visit the provider had returned the Annual Quality Assurance Assessment (AQAA). This gave us information about their own assessment of how well Care Homes for Older People Page 6 of 26 they are meeting standards and their plans to improve aspects of the service. We also received six surveys from people living in this home telling us about the care they receive. We also received three surveys from care staff telling us about how they go about their care duties. The main method used to carry out the inspection is called case tracking; this includes following the care of a sample of two people through their records and assessing their care. We spoke with a number of residents, two of which were being case tracked and two carers. We also spoke to two visiting trainers who attend this home on a monthly basis to undertake National Vocational training with staff relating to the care of older people. The manager and assistant manager were informed of the general outcomes of this inspection. Comments from people who use this service; a relative, staff and visiting trainers are mentioned in the rest of this report. 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There was information available to enable residents to make a choice as to whether or not to enter the home. People received an assessment, which resulted in their needs being met. Evidence: We were told that, We ensure that any prospective residents and their families are made to feel welcome when they visit the home to look around. We assess their individual care needs prior to them moving into the home using the pre-assessment forms and other information from social services or a hospital care plan. Six residents surveys returned showed that the majority felt that they had received enough information about the home before they moved in to help them to decide if it was the right place for them. Four of the six also confirmed that they had received a contract from the provider. A number of residents were supported in completing their surveys. Care Homes for Older People Page 10 of 26 Evidence: This visit found that residents and their families had been involved in their admission to this home and assessments are carried out by a skilled and trained member of staff. The manager confirmed that trial visits are available and prospective residents and their families are encouraged to stay for a full day to help in the assessment process. Assessments contain information about the needs and wishes in areas such as mental health, physical health, social preferences, medication and end of life arrangements as well as nutrition. There was no evidence that the provider writes to prospective residents or their families confirming that they can meet their needs or not. A relative told us that, the manager came and carried out an assessment of my dad. she was very friendly and obtained the information needed regarding his care needs. I was fully involved in the admission and we were given the service users guide and a contract. The home does not offer intermediate care. 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. The health and welfare needs of people living in the home are fully met. Medication procedures keep people safe. Evidence: We were told that, We provide personal care ensuring that residents are treated with respect and keep their dignity, privacy and confidentiality. We looked at care plans which showed that accident reports and body maps are used for the mapping of any cuts or abrasions to residents. We also looked at risk assessments in residents files, which were available giving details of various risks concerning residents health care needs. Files seen also confirmed that health care professionals visit the home when required by the residents. Files showed that people are actively involved in their care plans and some had signed them. Two visiting trainers from an independent company told us that, staff are very good, Care Homes for Older People Page 12 of 26 Evidence: they are ever mindful of peoples privacy and dignity by keeping them covered and the door closed when they are providing for their intimate care needs. People told us that staff are very careful about their privacy and dignity and that they knock on our doors before entering and they do the same when we are in the bathroom. However, care plans do not record individual residents requests relating to how they wish their personal care needs to be met. Two carers were aware of maintaining the privacy and dignity of residents and treating them with respect. They also showed that they had a good knowledge of the needs of residents and how these were to be addressed. Those care plans which we looked at made reference to new laws about decisions that may effect peoples lifestyles. Some care plans made reference to what decisions residents can make and what they cannot decide without support. The manager stated that training is to take place for all staff to ensure that they are aware of how to assess and record in care plans. Three staff surveys received told us that staff are given up to date information about the needs of people and the support they require. Information they felt is also available to them in residents care plans regarding the care that they need. Five residents surveys confirmed that they always received the medication and health care support that they need, one felt that he usually did. Four surveys showed us that these residents felt that staff are available when they need them and two felt that staff were usually available. The pharmacist visited the home on the 2/02/2010 and recorded a number of issues that needed to be addressed. The manager confirmed that these issues had been resolved and that they were changing the pharmacist so as to obtain regular training and a different medication system. Medication sheets were seen by the inspector and it was found that an accurate record of medication was kept of medicine given on that day. The providers training file evidenced that all staff received training in the administration of medication on the 03/12/2009. We were told by residents that they see their doctor when they wish to and that the chiropodist visits regularly as does the community nurse. A visitor told us that, the staff are very kind, patient and thoughtful, they look after my father very sympathetically. She further commented that, we picked this home as it would fulfill dads needs. 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. A range of activities is available to residents, which suits their needs. Meals provided are well balanced and take into account personal preferences. Evidence: We were told that, we make visitors feel welcome. We have activities which are organised by care staff who spend time with residents, taking them out on shopping trips, to the garden centre or cafe In house activities are available such as games, exercises etc. Surveys from people showed that three felt that there are usually activities in the home and three felt that sometimes activities are available. One staff survey stated that there should be better activities. Personalised activities sheets were seen which showed that a range of activities were available. We looked at care plans and found that a number of people had stated that they were not interested in activities. Three residents told us they they prefer to read or watch television in their rooms. One resident stated that, I am not interested in activities, I read and do some sewing and keeping my room tidy. Care Homes for Older People Page 14 of 26 Evidence: We looked at the minutes of the residents meeting dated 24/02/2010 and found that residents had asked to go out into the town to the hairdressers. The manager said that this had been arranged. Residents confirmed that the hairdresser visits the home weekly. We were told by the manager that activities are available for those who wish to join in. She also confirmed that communion is now available on a monthly basis at the home. She also said that the provider is to rent a beach house in the summer for the use of residents. Some residents also confirmed that they go shopping in the town with staff, which they like. A visitor told us that, the staff are always very nice and welcoming, I turn up at different times and the care is always good at these different times. Three residents surveys told us that they always liked the meals at the home and three felt that they usually did. People told us that they enjoy the food at the home and that they have a choice. Observations made were that the meals looked wholesome and well presented. Residents seemed to be enjoying their meal. There was ample staff to support residents with their meal, which was undertaken in a dignified and caring manner. 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. Clear policies, training and a responsive and caring staff team protect people in this home. Evidence: We were informed that, we have complaints procedures in place and every resident has a copy. We ensure that any complaints we receive will be handled in the proper way and that residents continue to get the care they deserve and are protected from abuse. Peoples surveys showed that five knew how to make a complaint and all six told us that they Knew who to speak to if they are unhappy. People who live in this home told us that they felt safe living there. They said that staff are kind and helpful and a visitor said that staff know how to keep people safe. The manager confirmed that there had been no complaints and one safeguarding issues since the last visit. The manager worked closely with the authorities charged with investigating the safeguarding of vulnerable adults. The manager on the day of this visit sent for an up to date copy of Lincolnshire County Councils revised safeguarding adults protocol and are amending the homes procedure to ensure it follows local guidelines. Care Homes for Older People Page 16 of 26 Evidence: People who use this service are supplied with a complaints procedure that they can understand. The complaints procedure is clearly displayed in the reception area. Two carers spoken with had a good knowledge of the types of abuse that might occur and they were clear of the action to take should they need to report any allegations. Training records seen showed that staff are undertaken training in safeguarding adults in the near future. Both carers confirmed that they had already undertaken safeguarding training. Staff surveys showed that they knew what to do if a resident or relative had concerns about the home. During this visit no residents or visitors made negative comments about the care to the inspector. Observations made were that people are treated with dignity and respect by carers. The home has an open culture that allows residents to express their views and concerns in a safe and understanding environment. 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. Residents benefit from a comfortable and clean environment that meets their individual needs. Evidence: We were informed that, we ask people what colour they would like their bedrooms to be when they are redecorated and before they move in. Peoples surveys showed that they all felt that the home is always fresh and clean. Comments from one staff survey was, We provide a friendly, warm and relaxed environment for our residents. People told us that they liked their rooms and that they had a choice of colour schemes. We know from information we received before we visited that there is an ongoing programme of refurbishment and redecoration around the home. The manager told us that a lift had been installed and there is an ongoing modernisation programme of the home. This has included the creation of a sun lounge and quite room for visitors and residents. There is a maintenance man who works part time undertaking any repairs to the home. Three residents stated that they liked their rooms and rooms seen on both floors had memorabilia, which people had brought with them when admitted. People said that Care Homes for Older People Page 18 of 26 Evidence: their rooms are kept clean and are dusted and cleaned and there are no unpleasant smells. We visited three bedrooms, lounges, dining rooms, bathrooms and toilets they were found to be personalised and clean. People who use this service are encouraged to see the home as their own. It is a very well maintained, attractive home and has very good access to the community facilities. An infection control policy is in place and we saw that staff were wearing gloves and aprons to ensure high hygiene standards. 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. The home is adequately staffed with employees who were experienced, competent and trained to care for older people. People are protected by the homes robust employment procedures. Evidence: We were informed that, all staff are not employed until they have criminal record bureau checks and references are carried out. A training programme has been set up to show what staff training is needed and annual appraisals and regular supervision is undertaken. Staff surveys informed us that their employer had carried out safety checks such as a criminal record bureau search and prevention of vulnerable adults check prior to starting work. They also confirmed in their surveys that they undertook induction training, finding out how the home works and meeting people who live there. They also felt that they received further training, which helps them understand the needs of people and keeps them up to date with new ways of working. A specific comment was, we provide a friendly, warm and relaxed environment for our residents, we always do our best to meet all residents needs. Another comment was, we provide a high level of care and have quality staff with knowledge of the care standards. Two carers told us that they felt that there are generally enough staff on duty to meet Care Homes for Older People Page 20 of 26 Evidence: the needs of people in the home. They confirmed that there is a key worker system and they are responsible for the care of some residents. They stated that they discusses with people how they want their care to be delivered and residents sign to show that they have been involved in their care planning. Staff also told us that they had undertaken courses leading to nationally recognised care qualifications. Records confirmed this and show us that staff do training such as; fire training, dementia training, moving and handling, infection control, and safe handling of medication. Residents surveys show us that the majority of them feel that staff listen and act on what they say and staff are generally available when they need them. Recruitment records contain information such as criminal record bureau checks, application forms, identification and two written references. We looked at three personal files of care staff which contained all the documentation required to work at this home. Two trainers who visit the home on a monthly basis told us that they undertake training for all staff undertaking a National Vocational Qualification in caring for the elderly. They said that all staff are to undertake specific training relating to the work they undertake. They made specific comments in that, there is a high quality of care given at this home by staff to residents. We have noticed a big change since we have been coming here relating to all aspects of care and the environment. The manager told us that from April 2010 a training programme is to start for all staff working at the home covering those areas where training has not been given. 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. The home is well managed and people have a say in how the home is run. Evidence: The registered manager has been in post for seven months. She undertakes the same training has her staff and has obtained training in leadership and management in care. People we spoke with all made positive comments about the way the manager ran the home, finding her approachable and supportive. One resident told us that, she is nice and everybody likes her and nothing is to much trouble. The visiting trainers stated that, the manager has pushed a lot of changes in the environment and she is a breath of fresh air. There is a quality assurance procedure, with separate questionnaires for people, their relatives/visitors and staff. Health and safety policies were well documented and showed a clear commitment to ensuring the wellbeing of people. We saw minutes of the last residents meeting and this showed that residents have a voice and feel free to express opinions. Care Homes for Older People Page 22 of 26 Evidence: A sample of residents financial records were examined and showed that finances for people are kept in a safe place and there is a clear system of accounting in place. There are a range of policies and procedures available in the home relating to fire safety and fire risk assessments. The homes pre-inspection questionnaire evidenced that fire alarm, fire drills and emergency lighting checks have been undertaken to ensure the safety of people. Two carers confirmed that they knew what to do in the case of a fire. 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 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. 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