Care Home: The Glades

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What the care home does well There was a warm and friendly atmosphere in the home and staff were attending to peoples needs and supporting them to fulfill their daily routines and activities. The home has good staffing levels to support people on a one to one basis. People would benefit from a second vehicle so that more activities outside the home could take place. The service has excellent training records which demonstrates a commitment to developing and supporting the staff group. The organisation makes sure that the right people are employed to work with vulnerable people. They have robust recruitment systems and staff said the employment process was positive and they felt supported. What has improved since the last inspection? The service has developed since the last inspection (which was the first inspection). They have developed sound care plans which means people can take part in age, peer and culturally appropriate activities. They have developed good strategies to manage peoples behavious while keeping people safe. The management of medication has improved, although new requirements in this outcome group needs attention to ensure the systems are safe. They have made the area outside the home safe, although the area could still be improved to make a grassed area more accessible to people living at the home. Mealtimes are managed to ensure people can make choices while taking into consideration their nutritional needs. What the care home could do better: The service needs to improve how they manage people`s medication, when they have periods away from the home staying with parents and friends. Signage and storage of oxygen must be improved to ensure equipment is stored safely. Complaints records should be improved so that the home can evidence the outcome of complaints. The records should include investigation notes and all correspondence to the complainant. Key inspection report Care homes for adults (18-65 years) Name: Address: The Glades Dinnington Hall Falcon Way Dinnington Sheffield South Yorkshire S25 2NY     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: Valerie Hoyle     Date: 2 8 0 5 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Adults (18-65 years) Page 2 of 25 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 Adults (18-65 years) can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The 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 Adults (18-65 years) Page 3 of 25 Information about the care home Name of care home: Address: The Glades Dinnington Hall Falcon Way Dinnington Sheffield South Yorkshire S25 2NY 01909568231 01909565823 theglades@exemplarhc.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Dinnington Health Care Limited care home 11 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 learning disability physical disability Additional conditions: Date of last inspection Brief description of the care home The Glades was registered with CSCI in December 2006 as a care home with nursing for up to 11 people with a physical or learning disability. It is owned by Dinnington Health Care and is part of a company that has other care services. The Glades is situated near to shops, public transport and other local facilities in the village of Dinnington near to Rotherham and Sheffield. The building is converted from an historic old hall and there is another home in the same grounds registered for older people. All the bedrooms are single, of various sizes but bigger than the minimum required, and have their own shower room with a toilet and washbasin. The rooms are furnished and have telephones and television points. Bedrooms are on the first floor and some can be accessed via a platform type lift as well as the stairs. The first floor has different levels so that some areas with steps have limited access, such as the Care Homes for Adults (18-65 years) Page 4 of 25 11 11 Over 65 0 0 Brief description of the care home bathroom. The ground floor has a range of communal facilities including a large circular sitting room with television, play-station and karaoke facilities, a dining kitchen, a smaller sitting room, a large games room with table football, air hockey, video games console and screen, fitness trampoline, bubble machine, music hi-fi, arts and crafts materials and jigsaws. There is access to a sitting out area which has been fenced and contains seating. It is next to the driveway and car park. A further area of garden, currently mainly woodland, is to be made into a suitable garden. The scale of charges was from 800 pounds to 2400 pounds 64 pence per week as of the date of this inspection. An information pack about the home is available to prospective residents by contacting the home. It includes a brochure with some photographs and a copy of the service user guide. This guide is also available as an audio- tape. The last report dated 7th June 2007 was available on request from the office. Care Homes for Adults (18-65 years) Page 5 of 25 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating for this service is 2 stars. This means that the people who use the service experience good quality outcomes. An Annual Service Review was undertaken on the service on 23rd June 2008 to assess the progress of the service. The outcome of the ASR confirmed the service continued to provide a good standard of service to people. This unannounced inspection took place over one and a half days (8 hours) starting at 10:00 finishing at 16:00; on the first day and 10:00 to 12:00 on the second day. This included a partial inspection of the home. Four people who use the service, and the clinical manager, three staff and one relative were spoken to during this inspection; their views are included throughout the report. We have reviewed our practice when making requirements, to improve national Care Homes for Adults (18-65 years) Page 6 of 25 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 the service 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. Occupancy at the home shows that nine of the eleven beds were occupied. Two of the beds were being used by people receiving respite care at the home. Two peoples care plans were looked at. Policies relating to medication, complaints, protection of vulnerable adults and handling of peoples monies were looked at. Five staff recruitment and training records were looked at to assess how people were protected. Procedures and risk assessments relating to health and safety were looked at and discussed with the clinical manager. The managers position is currently vacant, although the deputy manager is currently acting manager until a new person is appointed. The clinical manager Karen Pashley and operations director Guy Cunningham assisted with this inspection. The AQAA was sent to the home and was returned to us on time, which demonstrates responsiveness and cooperation. An Annual Quality Assurance Assessments is a selfassessment and a dataset that is filled in once a year by all providers whatever their quality rating. It is one of the main ways that we will get information from providers about how they are meeting outcomes for people using their service. The AQAA also provides us with statistical information about the individual service and trends and patterns in social care. The inspector would like to thank everyone who agreed to being interviewed as part of the inspection process, and the friendliness of staff. Care Homes for Adults (18-65 years) Page 7 of 25 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 Adults (18-65 years) Page 8 of 25 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 9 of 25 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between the person and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The assessment of people ensures there needs can be met and the process was undertaken at the pace of the individual. Evidence: Assessments were looked at, they contained good information to enable staff to make a judgement on meeting the needs of people. Social Services also undertake an assessments and together the information forms the basis of the final care plan. The clinical nurse in charge said the process of admissions is at the pace of the individual. People were encouraged to visit the home prior to admission so that they can make informed decisions about the home. People confirmed they were involved in making decisions about moving into the home and one person said the move was very good for him and he enjoys living at The Glades, and he has made friends with other people at the home. Occupancy at the home has increased since the last inspection and they now have 7 permanent people living at the home with a further 2 people that are receiving rolling respite and 1 person is currently attending the home on day care until the formal placement can take place. Care Homes for Adults (18-65 years) Page 10 of 25 Individual needs and choices These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Individuals are encouraged to make decisions about their lives, and play an active part in planning the care and support they receive. Evidence: Care plans and risk assessments were looked at including where peoples freedom of movement was affected. The care plans were up to date and reflected the care needs of people. The clinical nurse in charge said they had developed a person centered approach and people had been involved in developing their care plan if they expressed an interest to. Daily records were sufficiently detailed to enable staff to evaluate how people were meeting their goals. They have developed good strategies to distract and release tension within the home. Staff have attended (NAPPI) non abuse psychological and physical intervention training to enable them to de-escalate behaviours to keep people safe. Care Homes for Adults (18-65 years) Page 11 of 25 Lifestyle These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They can take part in activities that are appropriate to their age and culture and are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service were able to make choices about their life style, and they were supported to develop their life skills. Evidence: The staff encourage and support people to be part of the community. A number of people regularly visit local shops and supermarkets for the food shopping. Staffing levels allow individual support throughout the week so that people can do the activities they choose, at a time suitable to them. People were observed making decisions about their activities including going out in the homes mini bus into the local town, while others went for a walk to the shops for newspapers. Records also describe people enjoying going to the local hairdressers and having massages. The home has excellent games and craft facilities with a large air hockey machine along with table football and large screen televisions for movies. They have rooms where people can develop life skills, although the organisation should consider developing a domestic Care Homes for Adults (18-65 years) Page 12 of 25 Evidence: type laundry which can be accessible by people, as the current facility has commercial equipment and was in a locked room due to the storage of COSHH items. People were supported to visit friends and relatives and this includes overnight stays. One relative said the staff provide guidance regarding overnight stays to ensure their relatives gets the best from visits. Holidays away from the home had taken place. Two people had a recent holiday in a log cabin while three other people were looking to take a short break away although the destination was still being looked at. Staff said staffing levels were usually increased to ensure people could enjoy activities while away from the home. Mealtimes are very flexible with the main meal usually taking place at tea time. People have a wide range of choices regarding food and they are encouraged to assist with making snacks and drinks. The main meal is usually organised at teatime, although staff said alternative arrangements were always offered to maintain a flexible needs led service. Care Homes for Adults (18-65 years) Page 13 of 25 Personal and healthcare support These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it in a safe way. If people are approaching the end of their life, the care home will respect their choices and help them to feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The health and personal care that people received was based on their individual needs. Medication procedures were generally well managed, although some attention is needed to make the systems safer. Evidence: People were supported to gain access to healthcare appointments and staff support people to see consultants with regard to their mental health. Records clearly show outcomes for medical interventions, which includes strategies to manage peoples behaviour. Staff receives comprehensive training to ensure they are able to support and understand the healthcare needs of people. An example of this was observed on the day of the visit. Staff attended a training course on epilepsy, to enable them to support people living at the home. A relative also attended the training, she was able to give staff an insight into specific issues with her relative. The relative confirmed that staff were effective in managing the persons health needs. Staff were able to communicate well with people who use the service. They are able to access Makaton training to enable them to communicate with people who use signing to communicate their needs. Staff were allocated to an individual for each shift, Care Homes for Adults (18-65 years) Page 14 of 25 Evidence: although the clinical nurse in charge said this process includes the wishes of people and their compatibility. People can generally make decision about the times they get up and go to bed, although peoples daily routines mean some people need to be up at certain times. Medication procedures were generally well managed, and the nurses have responsibility for administering medicines to people. The records were audited and they confirmed people received their medication as prescribed. Their was a number of records which showed medication had been discontinued although they still showed on the MAR (medication administration record). We found a box that had a number of small plastic bags which did not have pharmacist dispensing labels on them They contained a number of days medication which had been returned for a person who had spent some time at their parents. There was another envelope which contained a few tablets which also did not have a dispensing label. The home must review the practise of secondary dispensing medicines for people who visit relatives in the community. A oxygen cylinder was kept in the room which stored the medication. It was not stored as required by the Royal Pharmaceutical Society of Great Britain. The store did not display a sign that stated oxygen was stored, although staff said there had been a notice but it had been removed by people who use the service. Care Homes for Adults (18-65 years) Page 15 of 25 Concerns, complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them, know how to complain. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service were able to express their concerns, although records did not confirm the outcomes of some of the complaints. Evidence: The home had robust complaints procedures which encourages people to raise any concerns they may have. The AQAA confirmed that four complaints had been received in the last twelve months. Records were looked at, although it was difficult to establish how the complaints were investigated. There was no evidence to confirm the outcomes for the complainant. This was discussed with the operations director who was present during part of this inspection. The home has procedures to ensure people are safe and protected and the manager has followed the procedures for the two incidents recorded at the home. Social Services have not concluded their investigations although the action taken by the manager ensured that peoples safety was maintained. The training plan confirmed that staff had received training in the protection of vulnerable adults. Care Homes for Adults (18-65 years) Page 16 of 25 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, comfortable, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. People have enough privacy when using toilets and bathrooms. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The physical design and layout of the home enables people to live in a safe, well maintained and comfortable environment. Evidence: The environment was fit for purpose and in good repair. The building has a lot of character although some consideration is needed when allocating bedrooms as some can only be accessed via a number of stairs. People have personalised their rooms and there was a number of areas for people to enjoy leisure activities. The home was clean and staff have some responsibility for maintaining a clean environment, although they do encourage people who use the service to also help with household tasks. The laundry area could be better as it was not designed to enable people who use the facility independently. The laundry was kept locked as it stores COSHH items. There are several other rooms in the home that could be adapted to hold domestic type equipment. There is a small enclosed garden although this could be developed to ensure people can safely access a grassed area. Care Homes for Adults (18-65 years) Page 17 of 25 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent, qualified staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff at the home were trained, skilled and in sufficient numbers to support people who use the service. Robust recruitment procedures ensure the right people were employed to keep people safe. Evidence: The recruitment and training records looked at were excellent. Staff said they were supported and given the opportunity to develop their competencies. They continue to access appropriate training which is BILD (British Institute for Learning Disabilities) accredited. Two staff who had worked at the home for a number of months said they were employed following a government initiative back to work scheme. They said they were really happy with the way they had been supported and enjoyed working at the home. The home has an excellent induction programme where all new staff undertake two weeks training at the organisations head office. They then shadow more experienced staff to ensure they have the right skills and competencies to work with people living at the home. The home also had service specific training available to staff which included courses in understanding epilepsy, makaton, and NAPPI training, this demonstrates the organisation invests in their workforce. All staff are expected to work towards NVQ awards in care, although only 6 of the 29 permanent members of staff have achieved the qualification. Care Homes for Adults (18-65 years) Page 18 of 25 Evidence: The home has robust recruitment procedures and staff were recruited to a good standard. six staff files were looked at and they contained the required employment checks, including two references, CRB and POVA checks (Criminal Record Bureau Protection of Vulnerable Adults) and completed application form. Recent staff quality assurance data confirmed staff were happy with the way the were recruited into their role and they feel supported by the organisation. Care Homes for Adults (18-65 years) Page 19 of 25 Conduct and management of the home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately, with an open approach that makes them feel valued and respected. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is currently without a manager, although the cover arrangements provides support to maintain a good service. Effective quality assurance systems enable people to give their views and they have good health and safety systems. Evidence: The manager had recently left employment at the home and the deputy manager was currently taking charge of the day to day running of the home, however she was not available during this visit. The operations director was available for part of this visit and he was keen to appoint a new manager. He told us that adverts had been placed and they were awaiting closing date to set interviews. The clinical nurse in charge was available and she has responsibility for developing the staff team, including undertaking supervision of staff. The home is well maintained and they have good health and safety documents to support the checks that are carried out. The organisation undertake quality assurance audits (Regulation 26) and we were able to look at the reports from recent visits. The operations director said he visits very regularly to offer support and guidance to staff. His visits had increased in the absence of a registered manager. Care Homes for Adults (18-65 years) Page 20 of 25 Evidence: The home had good quality assurance systems and they seek the views of people who use the service. They also send surveys to relatives to gain their views on the service. The results of recent quality assurance surveys shows high satisfaction levels. Relatives said that staff do a really good job, and they were confident in their ability to meet the needs of their relatives. Care Homes for Adults (18-65 years) Page 21 of 25 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Adults (18-65 years) Page 22 of 25 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 20 13 Medication must only be 20/07/2009 administered from its original packaging. Arrangements for dispensing medication for people who have overnight stays at relatives must meet the Royal Pharmaceutical Society of Great Britain regulations. To make sure the medication is administered as prescribed from the Pharmacist. Oxygen must be housed and 20/07/2009 stored correctly. The sign must be replaced on the door that stores the oxygen. To ensure it is safe, and staff are aware where it is stored in case of any emergency. 2 20 13 Care Homes for Adults (18-65 years) Page 23 of 25 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 22 Records should confirm how complaints are investigated and the outcome of the complaint. Letters confirming the outcome should be sent to the complainant and a copy should be stored with all other investigation records. Consideration should be given to adapt the current laundry facility to enable people who use the service to do their own laundry. 2 24 Care Homes for Adults (18-65 years) Page 24 of 25 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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