Care Home: Wellburn House

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What has improved since the last inspection? Care plans cover the areas identified in the National Minimum Standards and reflect the individual needs of the people living in Wellburn House. This means that staff know what care and support people need. Staff training in safeguarding is provided for all staff so that they are clear what action to take if an allegation is made. This protects the people living at the home. The manager has completed appropriate training in care and management to equip her with the skills to manage the home effectively. Systems are in place for checking the quality of records kept to ensure that information is up to date taking account of any changes for individuals or for practice in the home. There are regular assessments of peoples` needs to make sure that any changes are identified and recorded. This safeguards people living in the home. Good systems are used to check on the administration of medicines and this keeps people safe. Good infection control procedures are in place and staff training is provided at appropriate intervals. This means the home kept clean and risks of transfer of infection are minimised. Quality systems include questionnaires to professionals and other stakeholders that ask for their views on the quality of the service provision. This helps the service to identify any areas of good practice or areas for improvement. Health and safety checks are carried out at appropriate intervals and good records are kept. This protects people living and working in the home. What the care home could do better: No issues were identified during this inspection. Key inspection report CARE HOMES FOR OLDER PEOPLE Wellburn House Main Road Ovingham Northumberland NE42 6DE Lead Inspector Anne Urwin Brown Key Unannounced Inspection 8th June 2009 09:00 DS0000000623.V375948.R01.S.do c Version 5.2 Page 1 This report is a review of the 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. 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. Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 2 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 Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Wellburn House Address Main Road Ovingham Northumberland NE42 6DE Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 01661 834522 01434 636900 karenlittle@wellburncare.co.uk Wellburn Care Homes Limited Mrs M Armstrong Care Home 35 Category(ies) of Past or present alcohol dependence (1), registration, with number Dementia (10), Old age, not falling within any of places other category (34) Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care home only - Code PC To service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP, maximum number of places: 34 Dementia - Code DE, maximum number of places: 10 Past or present alcohol dependence - Code A, maximum number of places: 1 The maximum number of service users who can be accommodated is: 35 22nd June 2007 2. Date of last inspection Brief Description of the Service: Wellburn House is a two storey detached property located in a quiet residential area on the outskirts of the village of Ovingham. The village has a local shop, two public houses and a bus service. The home has pleasant garden areas surrounding the building and many bedrooms have rural views. Wellburn House is registered to provide residential care for older people and older people with dementia. Accommodation is spread over two floors and there is a passenger lift. A further extension and improvements to the building were completed in 2006. The current charge for a place is £399 to £470. Extra charges are made for hairdressing, private chiropody services and newspapers. The most recent inspection report was available in the home’s reception area. Information about fees charged had been included in the service user guide. Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is three stars – excellent service. This means that the people who use the service experience excellent quality outcomes. We have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous 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 put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken. How the inspection was carried out Before the visit we looked at: Information we have received since the last visit. How the service dealt with any complaints & concerns since the last visit. Any changes to how the home is run. The providers view of how well they care for people. The Visit: An unannounced visit was made on 8th June, 2009. The visit lasted a total of six hours. During the visit we: Talked with people who use the service, staff, the manager and visitors. Looked at information about the people who use the service & how well their needs are met, Looked at other records which must be kept, Checked that staff had the knowledge, skills & training to meet the needs of the people they care for, Looked around the building to make sure it was clean, safe & comfortable, Checked what improvements had been made since the last visit. We told the manager what we found. Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 6 What the service does well: Good systems are in place to make sure that people have enough information about the service before they come to live in the home. Peoples’ care and health needs are well met by the service in a way that suits their individual needs. Individual records are very well maintained to show how staff meet peoples’ needs. The good systems that are in place for dealing with medicines protect people living in the home. Peoples’ individuality and diversity is respected and met by the good service offered at Wellburn House. Training has been provided to help staff understand the importance of this area in meeting peoples’ individual needs. Social activities and outings are very well organised and planned to suit the needs of the people using the service. The people using the service enjoy the varied programme of events. The food is well cooked and presented with good options available at each mealtime. People feel able to make their views about the service known and have plenty of opportunities to raise issues with the manager and staff. People are protected by the home’s systems for dealing with complaints and safeguarding matters. The home is well furnished, maintained and decorated to suit the needs of the people living in it. Staffing levels are sufficient to meet the individual needs of the people living in the home. Good recruitment practices and procedures are in place to protect people using the service. Staff training is well organised and delivered to staff to ensure that they have the skills to meet peoples’ individual needs. Good management systems are in place to make sure that the quality of the service is regularly reviewed and changes are made to improve the service. Good health and safety systems protect people living and working in the home. Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 7 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 Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 8 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. Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 9 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 10 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 1, 3 and 6 People using the 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 uses good assessment and admission processes so that people have enough information about the service and are sure that their needs can effectively be met before they decide to live at Wellburn House. EVIDENCE: People have sufficient information about the service provided at Wellburn House before they come to live there. Two people living in the home said that they had plenty of information about the service before they came to live in the home. The Statement of Purpose has been reviewed in the past year and the service user guide gives clear information about what it is like to live at Wellburn House. Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 11 Before each person moves into the home a pre-admission assessment is completed to ensure that staff are able to meet their needs. Information from the assessment and from relatives and/or care management plans is also used to prepare an individual plan outlining each persons care needs. The home understands the importance of having good information about people’s needs before agreeing a placement. Two people said that staff knew what they needed help with when they first came to live at the home and they were very kind. Intermediate care is not provided at Wellburn House. Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 12 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People living in Wellburn House have their health and personal needs well met in a planned way, and the care is delivered with respect and with regard for their dignity. EVIDENCE: Each person has a personal plan in place that clearly outlines their care needs and how these are met to suit their individual needs. These plans are well recorded and provide excellent information. Personal support is responsive to the varied and individual needs and preferences. There was clear information in individual plans and in daily records about how needs are met by staff. Assessment tools are well used to identify changes in people’s needs and care plans are updated to reflect changing needs. Other healthcare information is well recorded and evidence was available that good systems are in place to ensure that individual needs are well met. Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 13 Evidence was available that people’s privacy and dignity is respected and that staff are sensitive to individual needs. Equality and diversity training has been provided for all staff to ensure that they are aware of the need to provide person centred support that suits individual’s needs. During the inspection three people said how good the care and support is that they receive. They said that staff were kind and always available when they needed them. One person said “This care home is the best and it is not always easy to get in here, but it is worth waiting for a little while to get a room. I really like this place and the staff are wonderful.” There is in place an effective medicines policy that supports good procedures and practice. Staff training has been provided for all staff responsible for administering medicines. Medicines records are well completed and contain required entries. There are checks of medicine practice by the manager. Arrangements for the storage of medicines are satisfactory. Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 14 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15 People using the 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 are encouraged and supported to make choices about their routine and lifestyle. Social, emotional, cultural and recreational needs are met in a way that suits individuals. EVIDENCE: Peoples’ routines are organised to suit their individual needs and they said that staff are supportive of their choices and preferences. Good information about people’s social care needs is recorded in care plans to show residents preferences about activities and routines are identified. There are good opportunities provided for people to take part in planned activities that meet the social needs of the people living in the home. Musicians were providing entertainment during the inspection and it was evident that this was much enjoyed. There were some excellent examples of artwork on display that people living in the home had completed. People living in the home said that they enjoyed the opportunities to join in arranged activities and outings. They said that there were plenty of interesting things to do. Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 15 The residents said the food was very good and alternatives were available at each meal time. They said that they thought that they could get something else to eat if they did not like what was on the menu, but had never had to ask for that. The menus provide a good variety of food that takes account of healthy eating principles, while still offering a choice. The kitchen is well organised and stocks of food and storage arrangements are satisfactory. All kitchen staff have undertaken appropriate Food Handling training. Drinks are provided regularly through the day and there is a varied selection offered. There was tea, coffee, or cold drinks of either juice or milk. There were biscuits provided. Fruit was also available. Individual bedrooms are personalised according to the taste of the resident. People said they were happy with their rooms and that they had a lot their own personal items around them. People have visitors at any time and are able to use their own rooms, or the lounges to see them. One relative said that she is made very welcome when she visits and she said she is very satisfied with the care and support provided to her mother by the staff. People said they were happy with the arrangements for visitors. Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 16 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 People using the 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 are protected by the good systems in place at Wellburn House for dealing with complaints and safeguarding. EVIDENCE: There is a written complaints procedure available in different formats that provides clear information about how to make a complaint and the action that is taken to deal with complaints. Good systems are in place to record complaints, their investigation and outcome. People living in the home said that they felt able to raise any concerns or complaints with the manager or her staff and they were satisfied that these would be taken seriously. They said that they were aware of the complaints procedures and had a copy supplied when they came to live at Wellburn House. No complaints have been made since the last inspection. There are written procedures for dealing with safeguarding matters. No safeguarding referrals have been made since the last inspection. The manager said that staff training is ongoing to ensure that all staff members have a good understanding of safeguarding procedures. Records show that staff have completed training. There is a policy in place for whistle blowing so that staff can feel confident that if they had any concerns they would be listened to and Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 17 the information would be treated in confidence. Good systems are in place for dealing with money held on behalf of people living in the home. Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 18 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 19, 20, 21, 22, 23, 25 and 26 People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The physical standards in Wellburn House are excellent, providing comfortable, very well maintained accommodation that suits the needs of the people living in the home. EVIDENCE: Wellburn House is well furnished and equipped to suit the individual requirements of the people living in the home. At this inspection it was homely, clean, well maintained and odour free. The sitting and dining rooms are well furnished and decorated to a high standard. The home is accessible and has a range of equipment and aids to suit the needs of the people living there. Good systems are in place for infection control and staff training has been provided. Maintenance records are kept that show prompt attention is Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 19 given to addressing any repairs or refurbishment needed. The manager said that there is a planned programme of refurbishment and redecoration in place. There is plenty of outside seating areas that people can choose from and there are even paved areas so that people can go for walks in the gardens. Several people said they enjoyed watching the wildlife in the gardens. The gardens are very well maintained and a gazebo is available for people who smoke. There is a heater available to make sure that they are warm enough. Bathrooms and toilets are equipped with appropriate aids and adaptations to suit the needs of the people using the service. Bedrooms are decorated and furnished to a good standard and people have brought in items from their previous homes to personalise their own space. Each person has a single room and most rooms have an en-suite toilet and wash hand basin. Staff showed that they were aware of good health and safety practice during the inspection. During the inspection people said that they were very happy with the accommodation provided and with their own rooms in particular. One person said that “I am very comfortable here and I like my room, which has a good view. I really like having my own en-suite. Everywhere is very clean and I am happy about where it is in the building.” There was evidence that people can change their rooms if they want to for example one person moved from the first floor to a ground floor room with more space. The laundry was clean, well organised and equipped. There is sufficient laundry equipment available. Infection control procedures are in place and staff training is provided. Records showed that appropriate water checks are made annually. Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 20 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Sufficient appropriately skilled and trained staff are available to meet the needs of the people living in the home. EVIDENCE: Staffing levels are adequate to meet the needs, activities and wishes of individuals living in the home. During the visit to the home there were adequate numbers of staff to meet the needs of the residents including carers, domestic and catering staff. Two people living in the home said that there were always enough staff and they were very kind and supportive. The manager said that existing staff members work additional hours to cover sickness and annual leave. Staff said that they feel well supported by the manager and that there is good communication within the staff team. They also said that there are enough staff working in the home to cover the rota. Good staff recruitment procedures are followed for appointing new staff that take account of equality and diversity principles. Records showed that the manager recognises the importance of effective recruitment in protecting people living in the home. Appropriate checks including reference, Criminal Records Bureau and POVA checks are carried out and records confirmed this. Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 21 Staff receive appropriate training to equip them to meet the needs of the residents. Training is focused on achieving better outcomes for people living in the home. Internal and external providers are used to deliver training for staff. Staff said that they get enough training opportunities and are well supported by the senior staff. Individual training records are in place and are kept up to date. Sixty six per cent of staff have completed national qualifications in care. Staff meetings are held regularly and a staff supervision programme is in place. Staff said that they are able to raise issues and concerns and their views are taken seriously. Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 22 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 and 38 People using the 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 benefit from living in a well managed home and are encouraged to put forward their views. EVIDENCE: The manager has the qualifications and experience to run the home and meet its stated aims and objectives. She has a good understanding of the organisation’s strategic and financial planning systems and how the business plan for the home is developed and implemented. She has a clear vision of the home’s priorities and communicates a clear sense of direction. Equality and diversity, human rights and person centred service delivery are all given Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 23 priority by the manager. She is well supported by an experienced senior staff team. The manager undertakes regular training that has included equality and diversity. The home has a clear statement of purpose that sets out the aims and objectives of the service. There is evidence that the manager and the senior staff team are involved in improving and developing systems that monitor practice and compliance with the plans, policies and procedures of the home. Good systems are in place to ensure that the quality of the service is regularly reviewed taking account of the views of people living in the home and other stakeholders, such as relatives, care managers and health care professionals. People are encouraged and supported to retain control of their own money. If people are unable to manage their money clear information is kept in their individual records about the reasons for this. All transactions relating to money held are clearly recorded and appropriate procedures for managing residents money are in place so that staff are clear about their responsibilities. Lockable storage is provided in each persons room so that they can keep money or valuables safely. Health and safety policies and risk assessments are in place and staff receive appropriate mandatory training at regular intervals. Good records of training are kept. Regular checks and servicing of fire equipment are carried out and records show staff have received appropriate fire training. Good records are kept of all accidents and there was evidence that these are monitored by senior staff. Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 24 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 4 8 4 9 3 10 4 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 4 4 3 3 X 3 3 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 X 4 X 3 X X 3 Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 25 Are there any outstanding requirements from the last inspection? NO STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Wellburn House DS0000000623.V375948.R01.S.doc Version 5.2 Page 26 Care Quality Commission North Eastern Region Citygate Gallowgate Newcastle upon Tyne NE1 4PA National Enquiry Line: Telephone: 03000 616161 Email: enquiries.northeastern@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. 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