Care Home: The Mount Elderly Persons Home

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What the care home does well The service created an environment where people were able to live a comfortable lifestyle. The service was able to assess the needs of people on an individual bases and implemented satisfactory resources in order to ensure peoples needs were met effectively. The carers were trained, qualified and competent to be able to meet the needs of people with dementia type illnesses. We were told that 95.6% of the staff team achieved their NVQ level 2 and above in care. The service provided good activity programs for people and these were tailored to meeting people`s individual abilities and choices. People also benefited from various therapies that helped to support and stabilise their mental state. We observed that all the people who used the service were groomed to a good standard and staff ensured that this standard was maintained throughout the day. Relatives spoken to also commented that people always looked well presented. Relatives spoken to commented that the service the people received was "Brilliant". They also said the carers were good at their jobs. One relative described the home as, "perfect". When asked would they change anything about the home all said no they wouldn`t because they liked the home as it was. One relative commented that people were given the opportunity to "test drive" the home before they moved in permanently by being offered respite care which he felt was a good idea, as his mother benefitted from this process. One person said the staff are doing a good job he went on to say, " they look after you very well". Staff spoken to said it was a verygood home to work in . One staff said " It `s like a home away from home, we work as a team and we care". What has improved since the last inspection? Since the last inspection we monitored the service by undertaking an Annual Service Review in 2008, which showed that the service was able to maintain good standards of care. On the day of our site visit we found that the service had met all the outstanding requirements made in the last key inspection. These improvements meant that staff were competent in the administration of medication, the outdoors had been made more user friendly and safe for people to use and more bathing facilities were provided to meet the needs of people. We also saw evidence to suggest peoples` views were sought through their quality assurance assessment and staff received fire training periodically to ensure all staff knew how to be safe in the event of a fire. The service also addressed the 6 recommendations made in the last report. We were told that several parts of the home were redecorated and new furnishings had been purchased for peoples bedrooms to include wardrobes and chest of draws. What the care home could do better: The service should ensure that further development to the care planning and assessment procedures are made to explore the area of dementia in more detail. They should also ensure that Health Action Plans are implemented for people in meeting their medical needs. The records of staff supervision should be readily available to ensure staff are receiving the support that they require. Key inspection report Care homes for older people Name: Address: The Mount Elderly Persons Home 136 Tennyson Road Luton Bedfordshire LU1 3RP     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: Andrea James     Date: 0 7 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 Older People 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 Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 25 Information about the care home Name of care home: Address: The Mount Elderly Persons Home 136 Tennyson Road Luton Bedfordshire LU1 3RP 01582723944 01582721217 Anne.Palmer@luton.gov.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Luton Borough Council care home 40 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category physical disability Additional conditions: Age: 65 upwards Category: Older people with Dementia and Service Users who are over 65 years of age (OP and DE(E)). Gender: Male and female No of residents: 40 Date of last inspection Brief description of the care home The home is situated on the outskirts of Luton, but still not too far from the town centre. Public transport did not stop close by and the home had to rely on other forms of transport. The size of the home affected the provisions positively as it was relatively easy to bring in additional services such as a GP, dentist, chiropodist, hairdressers, physiotherapist, district nurses etc. The home was in a building on three floors and the Care Homes for Older People Page 4 of 25 Over 65 40 40 40 0 0 0 Brief description of the care home first two floors were used for residential purposes. The third floor provided office accommodation for local resource managers and was not a resource used by the home. The inspection stated that the weekly fee was £600. These fees did not include newspapers, hairdressers, personal telephone, toiletries or private chiropodist; these services would incur an additional charge. Care Homes for Older People 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 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: This was an unannounced inspection undertaken on the 7th of May 2009. The manager was present for the duration of the site visit which lasted for 7.5 hours. The inspection followed a case tracking methodology where a sample of people were randomly selected. These peoples files were inspected in detail and they and their key workers where possible were spoken to. Relatives and friends related to these people were also interviewed. The report also consists of information received from the AQAA ( Annual Quality Assurance Assessment) tool received from the service and from other relatives, carers and people who use the service that were not case tracked. The reason for the site visit was to undertake a key inspection and to follow up on the outstanding requirements made at the last inspection. Care Homes for Older People Page 6 of 25 What the care home does well: What has improved since the last inspection? What they could do better: Care Homes for Older People Page 7 of 25 The service should ensure that further development to the care planning and assessment procedures are made to explore the area of dementia in more detail. They should also ensure that Health Action Plans are implemented for people in meeting their medical needs. The records of staff supervision should be readily available to ensure staff are receiving the support that they require. 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 25 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 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 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. The home provided sufficient information about the facilities and resources available, which were supported by effective needs assessments, as a result people were well informed. Evidence: The service provided potential users with a Statement of Purpose and a Service User Guide that was updated and reflected the resources available in the home. Copies of these documents were displayed in the communal area of the home. Relatives spoken to said they received these documents when they visited the service. They also commented that they were able to look around before moving in their relative. One relative said his mother was able to come for a period of respite care so she could test drive the service before she moved in permanently. Since the last inspection the service admitted several people. The last admission to the home was in January 2009. This persons documentation was inspected . We saw Care Homes for Older People Page 10 of 25 Evidence: evidence that the person had a pre- admission assessment and also a full needs assessment undertaken upon admission which detailed personal information and several aspects of care needs to include mobility, mental state, diet, sleep, skin integrity etc. The service also ensured contractual agreements were made between the person using the service and their representative, which was signed and dated, some contracts failed to show how much the cost of the placement was for. The home did not admit people with intermediate care needs. Care Homes for Older People Page 11 of 25 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 personal care of people were maintained and reflected in the care plans implemented , further development was needed to ensure the needs of people in regards to dementia and medical needs are identified in a more targeted way. Evidence: We followed a case tracking methodology where a sample of people using the service were randomly selected. These peoples care plans were inspected and where possible their key workers and relatives were spoken to. The care plan documentations seen reflected the needs of people who use the service. We saw evidence that detailed care interventions were recorded for all 5 people case tracked. One persons was of particular interest as the service had identified that she was particularly distressed and it was suggested that doll therapy be explored. This was implemented and risk assessed with clear instructions for staff to follow. We observed this person throughout the day with her dolls and she appeared very happy and content and the therapy appeared to have stabilised her state of mind. Care Homes for Older People Page 12 of 25 Evidence: The care plans were also complimented by night care plans that were implemented with specified measures to be undertaken throughout the night. There was evidence that these care plans were reviewed and updated on a regular basis and people were consulted about their care needs. Relatives spoken to were able to confirm that they were consulted about the care interventions prior to implementation. We found however that the care plans inspected failed to show how the service was intending to address the needs of people with dementia as this was a dementia focused service. The care plans seen suggested peoples health care needs were being met. We saw evidence that people were able to visit hospitals and had access to General Practitioners when needed. The care staff spoken to were also aware of peoples medical conditions and said they would know what to do in the evnt that peoples needs deteritrated. There was a need to ensure Health Actions plans are developed to ensure all medical needs can be addressed effectively. The service had satisfactory policies and procedures for the safe receipt, administration, recording and storage of medication. We were informed that the policy was recently updated on the 19th of January and a copy was presented to us.The revised copy included information about the Mental Capacity Act and Deprivation of Liberty inserts. The storage and administration of medication was inspected and all were found to be satisfactory. The staff member administering medication appeared competent and knowledgeable about the administration and ordering of medication. We were told that only team leaders were allowed to administer medication. The service had one safeguarding investigation in progress where a medication error had occurred. The process followed was in accordance with polices and procedures relating to safeguarding. The service ensured people were treated with respect and their dignity was maintained. It was noted that people were appropriately dressed and hair and clothing looked smart. Relatives also commented that people always looked well presented. Care staff were seen to treat people with respect and those spoken to said staff treated them well. The information in regards to the death and dying was recorded in peoples care plans. Care Homes for Older People Page 13 of 25 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. People enjoyed a fulfilled lifestyle where their nutritional and social needs were met. Evidence: The people who use the service received a varied amount of activities that were tailored to meeting individual needs. The activities were tailored as much as possible to meeting peoples lifestyle choices and abilities. The coordinator stated that activities were offered to all but some people may not wish to take the activity and their wishes were respected. The service employed a full time activity coordinator who was spoken of by the people who use the service as very good. We observed that people were seated in different areas in the home and the coordinator would do activities according to peoples needs, abilities and choices. We saw some people making ginger cakes in one area, playing skittles in another , playing snakes and ladders in another and some dancing to music in another. We also saw an activity programme where external entertainers were scheduled to visit the service throughout the year. On the day of the site visit we saw the weekly cake afternoon where people were able to enjoy a variety of cakes and tea with each other and relatives. There was evidence that peoples religious needs were explored but it was noted in all cases inspected that people were not wanting to follow any religious activity. Care Homes for Older People Page 14 of 25 Evidence: People were able to enjoy contact with families and friends. We were able to speak to several relatives who visited the home on the day of the site visit. All spoken to said they felt people were encouraged to live a fulfilled lifestyle. One relative said the home is brilliant, they offer good facilities, another said I am very happy with what they are doing with them. The home ensured people received a wholesome and balanced diet, they provided 4 weekly menus that were displayed on the table from time to time. We spoke with 4 people around one dinner table who said they all enjoyed their meal. One said, the meal was quite nice. One relative spoken to about the meals said, I feel happy that they are eating good meals. Another relative said every time I come I get offered a cup of tea and a meal. On the day of the site visit people were offered lamb casserole or meat balls, mash potatoes and vegetables with strawberry cheesecake. Individual records were also kept for what people actually consumed on any one day. Care Homes for Older People Page 15 of 25 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home ensured systems were in place to protect people from abuse and provide people with the resources to make a complaint if they had a problem. Evidence: The home had not received any formal complaints since the last inspection. There were satisfactory complaints polices and procedures in place to ensure peoples concerns would be dealt with effectively should a complaint be made. Relatives spoken to all said they would know the procedure to follow in the event they were not happy about the service. The homes complaints procedure information was available to people who use the service, relatives and visitors to the home. Satisfactory procedures were in place to safeguard people from abuse. Since the last inspection the service had made referrals using the safeguarding procedures and these were documented and followed through in accordance with the policy. The service had one on going investigation in process in regards to safeguarding people who use the service. The information presented suggested people were safeguarded and the management of the service were taking effective measures to ensure people were not at risk. Care staff spoken to all said they were aware of the safeguarding procedures. The training and development plans inspected suggested care staff were trained in safeguarding of people. Care Homes for Older People 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, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The environmental standards of the home ensured people were comfortable and safe. Evidence: We were able to tour the home and look at the environmental standards being maintained. Although the home was not modern in some aspects it was clean and offered safety and comfort to people who lived there. Since the last inspection one new bathroom/ shower room with toilet was added and a another bathroom facility was planned to be implemented by the end of the year. We were told that the day care service that was being housed in one side of the home was to be removed and as a result the facilities available to the people who use the service would be improved. We saw evidence that three bedrooms were being refurbished with new furnishing expected to arrive in the near future. The bedrooms inspected appeared clean and welcoming and peoples individual possessions was evident in peoples rooms. The manager said the service improvement plan had identified that new curtains and furnishings were required and she was expecting a delivery of the furnitures in the weeks to come. One person spoken to about her room said, i like my room and the view from the window. The manager also said they had plans to redecorate the staff room which appeared to have outdated furnishings and discolored wallpaper. Care Homes for Older People Page 17 of 25 Evidence: The garden area was extended to be able to make more space for people but it was very bare and appeared unwelcoming. The manager said they had plans in place to purchase bedding plants that would brighten the garden areas. the home had specialist equipments such as hoists and wheelchairs that enabled people to maximise their independence. Non slip flooring was also available throughout the home that enabled people to be safe in their environment. The home employed cleaners as a part of the ancillary staff and as a result all areas of the home appeared clean and free from offensive odours. We spoke with the laundry staff who was aware of the Infection control measures and had worked in the home for a long time. Care Homes for Older People Page 18 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 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. The service recruited competent and qualified staff that would ensure people were supported and protected in an effective way. Evidence: The home ensured sufficient numbers of staff were rostered on each shift to be able to meet the needs of people who use the service. The manager informed us that there were 4 vacant posts that had been frozen due to the closure of another service. On the day of the inspection 6 care staff were on shift. Each shift was headed by a team leader who took responsibility for leading the shift. Staff spoken to said, they were happy with the way the home was run and said they felt supported by the management team. One staff said, the team is excellent, another said, it is a nice home to work in. We inspected the files of 4 care staff who were also interviewed. Staff spoken to were able to confirm that they received regular and up to date training. The files inspected suggested people had satisfactory Criminal Record Bureau checks, references etc prior to employment. All care staff had a training and development plan that identified training undertaken and training needs for the future. Staff were also trained in medication competency. Care Homes for Older People Page 19 of 25 Evidence: Courses undertaken by care staff included health and safety, dementia, corporate induction etc. They told us using their AQAA tool that 95.6 of the staff team also obtained their NVQ level 2 and above in care and all team leaders had their NVQ level 3 and above in care qualification. Staff spoken to were able to confirm this information. Staff spoken to said they received support and supervisions on a regular basis but the recorded evidence of this was not satisfactory as some team leaders records could not be obtained on the day of the site visit. On the staff files inspected we failed to see any supervision records for 3 of the 4 staff case tracked. One team leader said they kept their records seperately to the staff files and as some members of the team were not on shift not all records could be located. One team leader was able to show evidence of some supervision records undertaken in recent months. Care Homes for Older People Page 20 of 25 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 was run in the best interest of people who use the service. Evidence: The manager and team leaders provided an effective leadership ethos that ensured people were able to live in a home that was run well. People spoken to commented that the management team was good. One person said the manager is brilliant. Another person spoken to said I feel safe here. Relatives also commented about the management of the home in a positive way. One relative said, I am very happy with the care, the manager and staff are ever so helpful and nice. Another relative said I wouldnt change anything the home is perfect. Staff spoken to on the day of the site visit commented that the manager operated an open door policy and the team was excellent. Another staff said I have no problems it is a nice home to work in. One staff said its a home away from home. Care Homes for Older People Page 21 of 25 Evidence: The service had also developed their quality assurance policy and we were presented with a report for 2008 that highlighted the findings of questionnaires that were received and analysed. The report stated that visitors to the home felt welcomed 85 were happy with the way they were greeted, 69.2 felt they were dealt with promptly and 92.3 felt the home was able to meet peoples needs. The report also identified areas for improvement such as keys to peoples doors, more personal services such as hairdressers and chiropodists, which had been implemented and were operational in the home. Peoples financial needs were safeguarded by the home. We checked three peoples monies and all were accurate and the records held correlated with the balance checked. We also found that receipts were kept for all transactions and staff signed and dated each transaction. The monies were also safely stored and locked away. We were told that at all times two members of staff werer needed when dealing with peoples monies. The health and safety polices and procedures in the home ensured people were safeguarded . We saw evidence that water temperatures were taken, gloves were locked away along with chemicals. Fire drills were undertaken, weekly and monthly as required by the fire regulations and all people who use the service received individual fire risk assessments that identified what level of risk they were at in the event of a fire. We were told that the generic fire risk assessment was due to be reviewed as the current assessment was undertaken on 26/02/08. We were told in the AQAA (Annual Quality Assurance assessment) that the service had a Aqua mist fire system that was recently installed. This was evidenced on the day oft he site visit. we were also able to evidence the fact that staff recieved regular fire training. Care Homes for Older People Page 22 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 Older People Page 23 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 8 14 The care interventions of people in regards to dementia must be reflected in peoples care plans. To ensure peoples needs are can be identified and met in a targeted way. 30/06/2009 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 2 8 36 health action plans should be implemented as a part of ensuring peoples medical needs are being addressed. Arrangements should be made to ensure people are supervised on a regular basis and records are held. Care Homes for Older People 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. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). 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. 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