Care Home: The Lilacs Resource Centre

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What the care home does well All of the people that use the service have their care needs fully assessed before they are admitted to the home to make sure that the service will be able to safely support their needs he people. The health needs of the people living in the home are well met though the home and health staff that are based in the community. The homes care staff receive the right training to make sure that they understand the needs of the people that they are responsible for and to make sure that that they can do their jobs well. The management of the home understands the needs of the people that use and work at the home. This means that the service will continue to develop and improve to suit the individual needs of the people that use the home. Observation of the care staff working with individuals in the home supported the evidence that the relationships between the staff and people that use the service are very good. This means that the individuals using the home have more confidence in the abilities of the people that are supporting them. The quality of the meals in the home is very good and people always have a choice of what to eat at mealtimes.People are encouraged to follow a healthy diet including lots of fresh fruit and vegetables to try and maintain their health. What has improved since the last inspection? Staff receive more regular supervision that they were doing before. This means that the management of the home can make sure that all of the staff have the right training and support to carry out their roles in a safe manner. What the care home could do better: The manager of the home should make sure that when medication is given out by the care staff at the home the right procedures are followed to make sure that the person that the medication is prescribed for receives it. Inspecting for better lives Key inspection report Care homes for older people Name: Address: The Lilacs Resource Centre The Lilacs Resource Centre Warwick Road Scunthorpe North Lincolnshire DN16 1HH     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Stephen Robertshaw     Date: 2 6 0 6 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 27 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: The Lilacs Resource Centre Warwick Road The Lilacs Resource Centre Scunthorpe North Lincolnshire DN16 1HH 01724869635 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) : jackie.campbell@northlincs.gov.uk North Lincolnshire Council care home 30 Number of places (if applicable): Under 65 Over 65 24 30 6 dementia old age, not falling within any other category physical disability Additional conditions: 0 0 0 Bedrooms in unit 2 May only be used to accommodate service users when the Commission has confirmed this area fit for purpose. Only unit 2 lounge area may be used to accommodate up to 8 day care service users. The bungalow in the grounds may only be used to accommodate service users when the Commission has confirmed this area fit for purpose Twenty four (24) in category DE(E) to be accommodated in units 3, 4 and 5 Unit 1 (Dove Suite) to only be used for Six (6) OP and/or PD(E) for the provision of intermediate care Date of last inspection Brief description of the care home The Lilacs is a purpose built home owned and managed by the local authority. It is situated near to the centre of Scunthorpe and close to local amenities, rail and Care Homes for Older People Page 4 of 27 Brief description of the care home motorway links. The home provides ground floor accommodation for a total of thirty service users. Twenty-four people, over the age of 65 years who may have needs associated with dementia, can be accommodated in the main unit and six people who have intermediate care needs in the Dove Suite. Day care is also provided for up to eight service users and there are people whose needs are met with regular respite breaks. The home is divided into five units. Unit one is the Dove Suite, a separate unit, which contains six en-suite bedrooms, a lounge, a bathroom and shower room, an assisted toilet and a rehabilitation kitchen. Unit two is mainly used for storage and offices and units three, four and five are for service users. All bedrooms are single and the main unit has two assisted bathrooms, an assisted shower room and eight single toilets throughout. In addition there are two lounges, a combined lounge/dining room and a separate dining room. There is also a designated smokers lounge and various smaller communal rooms for visitors, the hairdresser and therapies. The central garden space is accessible to service users and has been improved to make a more attractive area. The enclosed, paved area consists of a water feature, mature shrubs and seating. All areas of the home are accessible to service users via wide corridors and ramps. The focus of the home has gradually changed and the home accommodates more short-term care such as respite and intermediate care. The fees for care can be obtained through the management of the service. People that use the service are notified of any contributions that they may need to make in relation to their fees before they are admitted in to the home. Care Homes for Older People Page 5 of 27 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 Inspection was completed under the authority of the Care Quality Commission. Due to problems with the Commissions IT infrastructure this report has been produced on an old format CSCI template. The inspection included looking at all of the information received by the Commission since the last key inspection and a site visit to the service. The site visit to the home took place on the 26th July 2009. The Commission was in the home for approximately six and a half hours and was made to feel very welcome by all of the people that use the service, visitors and staff and management that were working in the home. Care Homes for Older People Page 6 of 27 Care Homes for Older People Page 7 of 27 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 set out on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 27 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 27 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. Quality in this outcome area is good. This judgment has been made using available evidence including a visit to this service. This means that the people that use the service are provided with information to help them to form an opinion about if the home to see if it can meet their individual needs. Evidence: The Commission looked at the care files for three of the people that use the service. These documents included full assessments of their individual needs to make sure that they could be supported through the services provided at the home. Since the last inspection of the service the home has now changed its remit and only admits people for short periods of care to rehabilitate after hospital admissions or to help to prevent a hospital admission. Care Homes for Older People Page 10 of 27 Evidence: The assessments included areas of need such as mobility needs, medication, nutrition and persona hygiene. However there was no evidence to support that these assessments had not been re-evaluated when people had been re-admitted to the service. The home can meet the needs of all of the people that use the service. This was also supported through the records of staff training to make sure that they have the knowledge and skills to care for the people that they are responsible for.Direct observation of staff interacting with the people that use the service also supported the evidence that the home can meet the individual needs of the people that use the home. Person said the girls are very busy, but they always have time for you, and another said you dont have to wait too long when you need someone to help you. The home provides intermediate care for 12 people. The manager of the home stated that the Commission were made aware of this change, however the new certificate only identifies six places for intermediate care. At the time of the site visit most of the intermediate care service users were spoken to by the Commission They were very positive in relation to the social care that they receive at the home, however they were critical that the health care services were only available to them monday to friday and not over the weekend periods. One person said If the physio was here on a weekend I would get back home quicker. Care Homes for Older People Page 11 of 27 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. Quality in this outcome area is good. This judgment has been made using available evidence including a visit to this service. This means that the home has the can meet the health and personal care needs of the people that use the service. Evidence: The Commission looked at the care files for three of the people that use the service. The quality of the individual care plans was inconsistent. Some of them were leading cowards person centered care whereas a great many of them were quite generic in the way that they were presented. There was evidence to suggest that the care plans are evaluated on a regular basis to make sure that they are still appropriate to meet the needs of the individual that they referred to. Where appropriate the care plans were supported by risk assessments, however these documents had not been regularly reviewed to make sure that they were still appropriate to support the needs of the Care Homes for Older People Page 12 of 27 Evidence: individual. This was also the case in relation to someones falls risk assessment that had not been updated since September 2005. The people that use the service have their health care needs are met through various health care professionals that are based in the community including GPs, hospital consultants, chiropodists, district nurses, physiotherapists and occupational therapists. The intermediate care service users also have access to health care professionals at the home including physiotherapists and occupational therapists. The manager stated to the Commission that a GP visits the home twice a week to assess the health care needs of the people that use the service. All of the senior care staff working in the home had received accredited medication training. Two medication periods were observed by the Commission at the time of the site visit. In the morning, medication was left on a table with a person that uses the service and the medication record sheet was completed. The staff were reminded that the medication record sheet was evidence that they had observed the medication being taken. They were also reminded of the danger of other people abusing the prescribed medication. The remainder of the medication was observed to be appropriately administered and recorded. There were no controlled medications in the home at the time of the inspection Good practice was seen with the medication records in the fact that peoples photographs were with their medication record sheets. This helps to make sure that the right person gets the medication that is prescribed for them. The supplier of the homes medication is looking at providing short term placements with blister packs to reduce the amount of loose medication in the home. Direct observation supported the evidence that the people that use the service have their privacy, dignity and respect upheld at all times while they are resident at the home. Care Homes for Older People Page 13 of 27 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. Quality in this outcome area is good. This judgment has been made using available evidence including a visit to this service. This means that the people that use the service are encouraged to continue with any activities and hobbies that they had before they were admitted in to the home. However the range of stimulating activities that are available is limited. Evidence: The Commission observed the daily activities in the home during the site visit and they were seen to be very flexible. One person said to the Commission Im not here to do activities, Im here to get better, I need more physiotherapy and not daft games. Where as another person said I am absolutely bored here. One member of staff stated to the Commission it is more difficult to find activities that people like and want to be involved in as they are only here now only for short periods of time. Care Homes for Older People Page 14 of 27 Evidence: People spoken to by the Commission said that their visitors were always made to feel welcome when they visited the home. One visitor said I am always offered a drink and the staff are always friendly. The home holds regular events to raise funds that are used to provide activities for the people that use the service. This has been used to purchase some new televisions for the communal areas of the home. The manager of the service also stated that these monies may also be used to increase the quality of the television reception in individuals rooms. One person had told the Commission I cant watch television in my room as I would like to because there is no picture. The activity fund was well recorded and was up to date. The Commission observed two mealtimes at the home and ate lunch with several of the people that use the service. The food that was provided was well presented and was of a good quality. The individuals spoken to by the Commission stated that the meals were always good and said you always have a choice. and seven service users also returned questionnaires to the inspector. Care staff were observed offering support to people that use the service to help them to eat their meals and at the same time upholding the dignity and respect of the people involved. Care Homes for Older People Page 15 of 27 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. Quality in this outcome area is good. This judgment has been made using available evidence including a visit to this service. The staff training and supervision helps to support the people that use the service from possible abusive situations. Evidence: The Commission looked at the complaints and allegations records for the home. Since the last inspection there had been no formal complaints made directly to the home and three allegations had been reported to the local safeguarding adults team. The management of the home worked positively with the safeguarding adults team to resolve these issues.The manager of the home stated that the staff received training to support them with any complaints or allegations of abuse. Staff training records and interviews with care staff supported that the had the knowledge and understanding of the reporting procedures for allegations of abuse. Care staff employment details were also observed by the Commission. These showed that nobody is employed to work at the home until after they have received the Care Homes for Older People Page 16 of 27 Evidence: appropriate safety clearances including a a Criminal records Bureau (CRB) enhanced check. Care Homes for Older People Page 17 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Quality in this outcome area is good. This judgment has been made using available evidence including a visit to this service. The environment that is provided by the home is safe and suitable to the needs of the people that use the service. However some areas of the home need to be improved to provide a comfortable and homely environment. Evidence: As part of the site visit to the home, the Commission made a made a tour of the premises. The home was very clean and tidy and there were no offensive smells in the home. One visitor said Ive been in a few homes, but this one has never had any problems with smells. The outside areas of the home were tidy. There are a variety of communal areas that the people that use the service can choose to socialise with other people. The communal areas of the home were clean and had been furnished and decorated in a homely manner. It was identified that it is more difficult to personlise bedrooms in the home due to the short term placements. however one person informed the Commission I have brought in some of my photographs to make it more like home while I am here. Care Homes for Older People Page 18 of 27 Evidence: The home has increased its provision for intermediate care services to twelve beds. The home was a purpose built, it is on on one floor and it was suitable for its registered purpose. All entrances to the home had ramps for wheelchair use. Hot water outlets that are accessible to people that use the service had been fitted with thermostatic valves to ensure their health safety and prevent scalding. The water stems were also monitored to make sure that no infections were in the system including Legionella. There are sufficient toilets and bathrooms in the home for the use of the service users. These were seen to be very clean and tidy. The staff training records identified that the care staff complete infection control training and the management and staff spoken to by the Commission were all aware of the policies and procedures for infection control in the home. The windows on the outside of the building need to have restrainers fitted to make sure that no unwarranted entry can be made to the home. This is outstanding from the last inspection, however the manager of the service stated that this was on the homes maintenance plan and would be completed in the week following the site visit. Some of the corridor areas of the home needed to be decorated to create a more comfortable and homely environment. Care Homes for Older People Page 19 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Quality in this outcome area is good. This judgment has been made using available evidence including a visit to this service. This means that the staff have the necessary skills and knowledge to safely care for the people that use the service. Evidence: The people that were spoken to by the Commission said that they believed that there are sufficient staff on duty at all times in the home. This was also supported through the homes staff rotas and interviews with care staff and management of the home. There are no staff that are under twenty. The home has achieved over 72 of the care staff to have achieved National Vocational Qualifications (NVQ) 2 in care or equivalent. A further seven care staff are registered on the award. The senior staff working at the home also undertake NVQ 3 training. The homes training records showed that 57 of the homes senior care staff have already achieved NVQ 3 in care. The homes training records supported this information and also that supported that appropriate induction and foundation training is provided for new staff. The induction training that is used at the home meets the Care Homes for Older People Page 20 of 27 Evidence: requirements of the national standards for induction training. The care staff that were interviewed by the Commission were all very positive in relation to the support and training that they were provided with at the home.The people that use the service were also very supportive of the abilities of the staff. One person said the staff are always polite and helpful and another said the staff are very good, there is never anything that is too much for them. Staff training records and interviews with management and care staff supported the evidence that training has improved since the last inspection of the home. The staff now receive all of the mandatory training and training to meet the specific needs of the people that use the service. Training records showed that staff training included equality and diversity, sexual orientation and training to support people with hearing and visual impairments. The recruitment procedures for the home make sure that the health, safety and protection of the people that use the service is upheld at all times. The staff personnel files provided evidence that the staff appointments support equal opportunities. Direct observations at the time of the site visit supported the evidence that the care staff have all of the necessary knowledge and skills to understand and safely care for the needs of the people that use the service. Discussions with people that use the service were mostly very positive in relation to the qualities of the staff that work in the home. The only negative comments that were made were in relation to the availability of the continuing health care team that are based in the community and supports the service with the health care needs of the people that are living at the home. Care Homes for Older People Page 21 of 27 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. Quality in this outcome area is good. This judgment has been made using available evidence including a visit to this service. This means that in general the management of the home supports and understands the needs of the people that live and work at the home. Evidence: The manager of the home has a formal social work qualification and has also completed a certificate in management and there are clear lines of accountability and responsibility in the home. The manager of the home had also supports the management functions of another care home owned by the local authority that does not have a registered manager in position. The manager of the Lilacs stated that she did not believe that this had a negative effect on the running and managment of the service. Care Homes for Older People Page 22 of 27 Evidence: People spoken to by the Commission confirmed that the managment approach to the home is open, positive and provides an inclusive atmosphere. The home has an effective quality assurance and monitoring system. Questionnaires are sent out to people that use the service and their families. This should now be expanded to outside professionals to gain their views on the services provided by the home. When questionnaires are returned to the home they are analysed and an action plan is created to maintain or improve the services being delivered through the home. Recent questionaires were sent out to people that use the service. One of the responces was It is difficult to think of the number of adjectives to describe the excellance of the Lilacs resource Centre. Other responces included everyone is so kind, I dont want to go home, I am very pleased with all of the staff; well looked after by everyone and an excellant service, thank you all. The manager of the service stated that when people return home after staying at the Lilacs are contacted to ask them their views on the services that have been provided to them. The home also completes an annual quality report for the services that it provides. The people that use the service generally retain responsiblity to look after their own finances while they are resident in the home. Each individual bedroom is provided with a safe lockable area to keep personal belongings. Observation of staff personal records, interviews with management and care staff all helped to support the evidence that the care staff recieved at least the recommended six formal recorded supervision periods in the last twelve months (pro-rata). since the last inspection of the service the majority of the staff working at the home had recieved an annual appraisel of their working practices. The Commission looked at the records for the maintenance and servicing of all of the equipment in the home. These were all seen to be up to date and had been accurately recorded. Care Homes for Older People Page 23 of 27 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 27 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 9 12 The registered person must make sure that medication is appropriately administered and recorded. This will help to support the health and safety of the people that use the service 15/07/2009 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 3 The registered person should make sure that when people are re-admitted to the home following an earlier discharge have their assessment of need re-evaluated to see if their needs remain the same or if they have changed. The registered person should make sure that the quality of individual care plans is consistent and that the plans are person centered. This will help to make sure that individual have all of their needs met in a way that is acceptable to them. The registered person should make sure that when risk assessments support care plans that they are reviewed on a regular basis. This will help to make sure that they still support the needs of the individuals that they involve. 2 7 3 7 Care Homes for Older People Page 25 of 27 4 12 The registered person should introduce more stimulating activities in the home. This should help to support the rehabilitation of the people that use the service. The registered person should make sure that the window restrainers are fitted throughout the home. This will help to keep the people that use the service and their personal belongings safe he manager of the service should expand the area to which the homes quality assurance programme is distributed. This will help to gain a broader view on how the home provides services. 5 19 6 33 Care Homes for Older People Page 26 of 27 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 27 of 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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