Care Home: Westside Care Home

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What the care home does well People who may use the service and their representatives have the information needed to choose a home that will meet their needs.All new people receive a comprehensive needs assessment before admission. This is carried out by staff with skill and sensitivity. The home consults people using the service about their satisfaction with the service they are receiving. It acts upon the results of consultation with residents and their representatives and makes sure that good practice is modelled and developed throughout. The home has a settled staff group and has the numbers and skill mix of staff sufficient to meet people needs. People who use the service are able to express their concerns, and have access to an effective complaints procedure, and are protected from abuse, and have their rights protected. The management and administration of the home is based on openness and respect, and has an effective quality assurance system. What has improved since the last inspection? The home has been awarded a beacon status from the team responsible for the Gold standards Framework and continues to work hard to maintain high standards. The service has completed and submitted relevant information as requested for the inclusion onto the London Procurement Programme (LPP) and has been accepted and included as suitable care providers for continuing care, palliative and physically frail residents. A new 42 inch flat screen television has been purchased for the residents` lounge. A room on the first floor has been converted to an office for the registered manager as she had a very small office space on the ground floor. The staff have attended a number of training sessions. The service prioritises training and facilitate staff members to undertake qualifications beyond basic requirements. There is strong evidence that the ethos of the home continues to be open and transparent. The views of both people who use the service and staff are listened to, and valued. What the care home could do better: There are no requirements or recommendations from this inspection, however the registered provider/manager must ensure that the home continues to provide a good standard of care. Key inspection report Care homes for older people Name: Address: Westside Care Home Westside Nursing Home 106 Foxley Lane Purley Surrey CR8 3NB     The quality rating for this care home is:   three star excellent 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: Mohammad Peerbux     Date: 1 5 0 4 2 0 1 0 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 28 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 28 Information about the care home Name of care home: Address: Westside Care Home Westside Nursing Home 106 Foxley Lane Purley Surrey CR8 3NB 02086606453 02086680210 hillho@freenetname.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Hill House Nursing Home Limited Name of registered manager (if applicable) Mrs Mary Sogeler Type of registration: Number of places registered: care home 31 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is: 31 The registered person may provide the following category of service only: Care home with nursing (CRH - N) 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 Date of last inspection Brief description of the care home Westside is a care home establishment registered to provide personal care, including nursing care, for up to 31 older persons. It is located to the South of Croydon in Purley and is close to the Purley crossroads (A23/A22). The property is a large detached house, traditional brick built and pitched roof style. There are three day-rooms or lounges including an open plan dining area. Other facilities include toilets on each floor Care Homes for Older People Page 4 of 28 Over 65 31 0 Brief description of the care home and 8 bathrooms including assisted baths and two shower-rooms. The home has a garden to the rear and parking to the front of the premises. Care Homes for Older People Page 5 of 28 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: three star excellent 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 unannounced visit to the home was undertaken as a part of the inspection process for the year 2009/2010. In writing the report, consideration has also been given to information received throughout the year such as comments from people who use the service, reports of incidents and complaints. The registered manager and provider facilitated this inspection. Some of the people were spoken to and they commented positively on the care they are receiving. They are all thanked for their time and all of those who provided feedback for their support in the inspection process. A tour of the building was also carried out. All registered adult services are now required to fill in an annual quality assurance assessment (AQAA).It is a self-assessment that the provider (owner) must complete every year. The completed assessment is used to show how well the service is delivering good outcomes for the people using it. Some information from the AQAA is included in the report. Care Homes for Older People Page 6 of 28 Care Homes for Older People Page 7 of 28 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. Care Homes for Older People Page 8 of 28 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 9 of 28 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 10 of 28 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 residents who use this service can feel confident that they will be properly assessed prior to the decision being taken about whether their needs can properly be met by the home. Evidence: Admissions are not made to the home until a full needs assessment has been undertaken. Prior to admission prospective residents are asked to visit the home for themselves if they are able to do so, and so as to make their own decision as to where they wish to be cared for. People who have internet access are able to view the home and its amenities via the homes website to form an opinion as to whether they would wish to view the service. Before agreeing admission the service carefully considers the needs assessment for each individual prospective person and the capacity of the home to meet their needs. Information is gathered from a range of sources including other relevant professionals responsible for the prospective residents care. Relevant care plans and needs assessments made by others will be faxed over so a comprehensive Care Homes for Older People Page 11 of 28 Evidence: and individual care plan can be made for the new resident taking into account their own wishes, culture, religious beliefs and diversity. Intermediate care for rehabilitation and return to the community is not provided by this home. Care Homes for Older People Page 12 of 28 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home maintains care plans and assessment documents designed to ensure that the expressed needs of residents are met in a focused and individual way, with their rights to individuality and self-expression being protected. Evidence: The home has a strong belief that it is essential to involve residents as far as possible in the planning of care that affects their lifestyle and quality of life. Residents have a plan that has been agreed with them where they are able to do so. This is written in plain language, is easy to understand and considers all areas of the individuals life including health, personal and social care needs. The plan also includes a risk assessment. Areas have been identified where staff are willing to support residents to take some risks, which may have an impact on their rights. Residents who are able and/or family members/friends are encouraged to write their own plans. Each resident has a prognostic coding which is updated weekly. The home actively promotes the residents right of access to the health and remedial services that they need, both within the home and in the community. Records show Care Homes for Older People Page 13 of 28 Evidence: that the home arranges for health professionals to visit frail residents in the home and provides facilities to carry out treatment. Individual care plans are reviewed regularly and are updated with health care professionals feedback and involvement as a continuous and on-going process. Domiciliary visits for dental, optical and speech & language therapist are all available as required. Chiropodist, Physiotherapist, Exercise teacher and alternative therapeutic therapists all visit the home regularly attend residents personal requirements. All residents are registered with the National Health Service/Primary Care Trust on admission so that an independent nurse advisor can conduct an assessment of their health needs which can be monitored. The home has a medication policy which is accessible to staff. Medication records are generally up to date for each individual. Residents who wish to self administer are risk assessed and given the necessary facilities to do so safely. A new medication storage and trolley have been purchased and this has proved beneficial and has eased the drug administration . There are regular medication reviews of residents being carried out by the General Practitioner who visits the home on a weekly basis and as required. Staff are aware of the need to treat residents with respect and to consider dignity when delivering personal care. The home arranges for residents to enjoy the privacy of their own rooms. Residents who were spoken to stated that they are happy with the way that the staff deliver their care and respect their dignity. One resident stated, The staff here are very kind . Observation of the staff team interacting with the residents showed that the carers were mindful how they addressed residents, and they were seen to be polite and friendly. The service has completed the accreditation process for the Gold Standards Framework in end of life care and uses advanced care plans and priorities of care and it has been awarded Beacon Status. The Commission recognises the good work that goes into achieving this standard and the hard work of management and staff. The service is highly efficient when caring for residents who are terminally ill or dying. The wishes of individuals about dying and terminal care and the arrangements they want after death are openly and sensitively discussed during the development of a person centred plan of care. Staff are proactive and are sensitive to the particular religious or cultural needs of the individual or their family. These are clearly recorded, respected and known to the staff delivering the care. Staff who work at the home are given the necessary palliative care training in conjunction with St Christophers Hospice to deliver this care and are supported afterwards with regard to any anxieties or concerns they may be experiencing. Staff have also recently received bereavement counselling in March 2010. The home works closely with external professionals and specialists for advice and support to help the resident, their family and the homes Care Homes for Older People Page 14 of 28 Evidence: staff. Care Homes for Older People Page 15 of 28 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home tries to be flexible and attempts to provide a service, which is as individual as possible. Dietary needs are well catered for and a well balanced diet is provided, to ensure health and enjoyment of food. Evidence: Staff are aware of the need to support people to develop their skills, including social, emotional, communication, and independent living skills. People using the service are given the opportunity to take part in a variety of activities both within the home and in the community. The Activity Organiser welcomes all new residents and makes a point of introducing herself and finding out their past interests and leisure pursuits to incorporate them into the homes current activities, so creating meaningful experiences both in the home and the wider community. Entertainers are a regular event at Westside with musical/songs and pantomimes being the most enjoyed. Residents provide quality assurance as to whether they have enjoyed entertainment or activities and if it was a fulfilling and suitable event for a future date, through a questionnaire. Residents are able to enjoy a full and stimulating lifestyle with a variety of options to choose from. Residents are welcome to receive visitors at any time they wish. The home feels that Care Homes for Older People Page 16 of 28 Evidence: mealtimes should be protected and if residents wish to receive visitors at these times, the staff suggest that they also partake of a meal with them making the whole visit a more enjoyable social event. The home has a good circle of community contacts including visits from the local religious ministers who are able to help with cultural and religious beliefs. Some residents are facilitated in attending their own place of worship. All policies and procedures in respect of Autonomy and Choice are current and reflect the need for residents to maintain their right to freedom, choice and control over how they wish to live their lives. Empowering them to live with as much independence as possible. The staff practises promote individual rights and choice, but also consider the protection of individuals in supporting them to make informed choices. The Chef works hard to provide a wholesome, appealing and balanced diet. He oversees the kitchen staff and takes great pride in the food presentation and hygiene of all meals prepared in the kitchen. The cook makes a point of visiting all new residents to ascertain their likes and dislikes, any favourite foods, allergies, dietary, cultural or religious requirements and whether there are any medical needs. These are taken into account when menu planning. Each resident receives a menu so as to choose their preferred meal. Care staff are sensitive to the needs of those residents who find it difficult to eat and give assistance with feeding. They are aware of the importance of feeding at the pace of the resident, making them feel comfortable and unhurried. Meals are served at convenient and regular times as requested by the resident. Hot and cold drinks and snacks are offered regularly and are readily available as required. The head chef undertook training in nutritional advice at the Royal institution of Public Health in the summer 2007 and now uses a recognised nutritional tool when planning meals. He also undertakes basic food hygiene courses with all staff ensuring that they are up to date. Care Homes for Older People Page 17 of 28 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service are able to express their concerns, and have access to an effective complaints procedure, and are protected from abuse, and have their rights protected. Evidence: The home has an open culture that allows people to express their views and concerns in a safe and understanding environment. The service has a complaints procedure that is clearly written and easy to understand. Unless there are exceptional circumstances the service always responds within the agreed timescale. The service appreciates and recognises that complaints will always occur and rise to the challenge to deal with them quickly and as efficiently as they are able to. They want all residents to feel confident that they have the right to tell them when things are not correct without fear of retribution. The ethos of the home is that it welcomes complaints and suggestions about the service, uses these positively and learns from them. There are policies and procedures for safeguarding people who use the service. The manager stated that most of the staff working within the home are fully trained in Safeguarding Adults and know how to respond in the event of an alert. Staff working at the service know when incidents need external input and who to refer the incident to. Access to external agencies or advocacy services is actively promoted. All staff are made aware of the policies and procedures in reporting any form of abuse. Staff are also made aware of the whistle blowing policy and in particular towards a more Care Homes for Older People Page 18 of 28 Evidence: senior member of staff. All staff are asked to sign an acknowledgement of these and related policies and procedures to show their understanding and comment as to whether they have any further training requirements. Care Homes for Older People Page 19 of 28 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 home is generally hygienic and clean, homely and comfortable; this environment therefore facilitates the individuals health and emotional well-being. Evidence: The home provides a physical environment that is appropriate to the specific needs of the people who live there. The well-maintained environment provides specialist aids and equipment to meet their needs. People who live in the home are encouraged to personalise their bedrooms. Residents are encouraged to make suggestions as to the decor and running of the home at their meetings. There is a selection of communal areas both inside and outside of the home, this means that people using the service have a choice of place to sit quietly, meet with family and friends or be actively engaged with other residents. Residents meetings always focus on decoration and their satisfaction in the way the home is maintained. The home is kept clean and hygienic and free from offensive odours throughout. Systems are in place to control infection in accordance with relevant legislation and published professional guidance. There is in-house training sessions for staff on infection control and the importance of hand-washing. Posters are displayed by washhand facilities as constant reminders to all staff, residents and visitors within the home. Staff have viewed the DVD Introduction to infection control in care homes infection control for care staff from the Health Protection Agency. Nominated staff Care Homes for Older People Page 20 of 28 Evidence: have attended the subsequent study day. Monthly audits on infection controlled are carried out. The management has a proactive infection control policy and they work closely with their own staff and external specialists, such as NHS infection control staff, to ensure that infections are minimised. Care Homes for Older People Page 21 of 28 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. People who use the service can rely on the home providing adequate staff in sufficient numbers, and being duly competent and well trained, to provide a service that seeks to meet their individually identified needs effectively. Evidence: There are consistently enough staff available to meet the needs of the people using the service, with more staff being available at peak times of activity. The staffing structure is based around delivering outcomes for residents. There are enough qualified and experienced staff to meet the health and welfare of people using the service. The majority of staff in senior roles have been with the company for over 10 years. We were informed that more than 50 of staff have an NVQ level qualification at level 2. According to the AQAA, 73 of Health Care Assistants have obtained NVQ 2 qualification and over a quarter have NVQ 3 qualification with additional staff currently training. Westside has a high complement of health care staff to resident ratio being 1:3 on morning shifts when dependency levels are at their highest. Recruitment procedures seemed appropriate. Staff files were examined and found to contain the information required by the Care Homes Regulations 2001 including a completed job application, terms and conditions of employment, an enhanced CRB Care Homes for Older People Page 22 of 28 Evidence: check and proof of their identity. The provider hold a sponsorship licence and has a Level 1 approval as suitable employers of migrant workers. In April 2009 they received a visit from officials from the Border Immigration as to worthiness and capabilities of employing migrant workers. The service ensures that all staff within its organisation receives relevant training that is targeted and focused on improving outcomes for residents. The home puts a high level of importance on training. Training are provided on site as well as staff are encouraged to attend external training beyond the basic requirements to the benefit of all. Training is on-going with mandatory and statutory training in place. Training needs are identified through the supervision and appraisal processes. Care Homes for Older People Page 23 of 28 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home provides guidance and direction to staff to ensure individuals receive consistent quality care. There is a quality monitoring system and this ensures the home is run in a way that is in the best interests of the residents. Evidence: The manager has the required qualifications and experience to run the home. She has a clear understanding of the key principles and focus of the service, based on organisational values and priorities. There is a strong ethos of being open and transparent in all areas of running of the home. The manager leads and supports a strong staff team who have been recruited and trained to a high standard. She is aware of current developments both nationally and plans the service accordingly. Westside is managed in accordance with its stated aims and objectives. The Directors are close by and on hand as required in the day to day running of the home. Effective quality assurance and quality monitoring systems, based on seeking the views of residents, are in place to measure success in meeting the aims, objectives Care Homes for Older People Page 24 of 28 Evidence: and statement of purpose of the home. The annual quality assurance assessment (AQAA) was received on time and contains clear and relevant information. The AQAA lets us know about changes the home has made and where they still need to make improvements. It shows clearly how they are going to do this. The service puts a strong emphasis on getting it right for the people they provide a service to by listening to their requests and comments and acting accordingly. Residents are encouraged to manage and take responsibility of their own financial affairs if able and small safes are available as required. The service does not manage any residents finances. The manager holds small amounts of cash in safe-keeping for hairdressing etc, individual accounting sheets are in place with receipts and signatures. Certificates relating to health and safety were up to date servicing certificates. In October 2008 the service upgraded their health and safety system and documentation with the assistance of Croner who manage their employment and health and safety specifications. This covers all aspects and compliance with the current relevant legislation. The home is inspected annually by a competent person from Croner Consulting to ensure they maintain high standards of care, they offer help and assistance with any areas of weakness or difficulties they may encounter. Care Homes for Older People Page 25 of 28 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 26 of 28 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Older People Page 27 of 28 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). 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