Care Home: Woodbridge Lodge Residential Home

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What the care home does well There is a very high level of satisfaction with the service by people who live there and their relatives. When asked what the home does well, comments included `Everything, it is well organised and homely` and `The home improved [their] manner despite dementia greatly` and `staff are friendly and caring to residents and relatives`. Staff feel supported in their work and describe the home as a good place to work. The home and gardens are well maintained and between them provide a variety of places for people who live there to spend their day. There is a calm and homely atmosphere to the home. It is clean and fresh. There are a wide range of activities and outings at the home and people who do not wish to take part have one to one contact with staff and visitors. What has improved since the last inspection? The home has maintained the standard of accommodation by refurbishing bathrooms and replacing carpets. The manager has kept us informed of incidents which enables us to monitor the home on an on-going basis, and ensure that appropriate action is taken. What the care home could do better: The care planning documentation should be developed so that it reflects the individual needs of people who live at the home. The home should develop a quality assurance process to ensure that it is delivering a service in line with its aims and objectives and meeting the needs of the people it cares for. Key inspection report Care homes for older people Name: Address: Woodbridge Lodge Residential Home 5 Burkitt Road Woodbridge Suffolk IP12 4JJ     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: Jenny Elliott     Date: 0 6 0 8 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 27 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 27 Information about the care home Name of care home: Address: Woodbridge Lodge Residential Home 5 Burkitt Road Woodbridge Suffolk IP12 4JJ 01394380289 01394383638 janmackinnon@btconnect.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Woodbridge Lodge Limited care home 32 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home Woodbridge Lodge is a large detached house, approximately half a mile away from the centre of Woodbridge. The home provides a very good standard of accommodation and facilities. There is a visitor car park at the front of the home, and the large garden at the back has been improved to include patio sitting areas, lawns, a pond, flowerbeds, trees, and shrubs. Ramps have been installed to enable service users to access the garden safely. The pond has been fenced off, for safety purposes. At ground floor level, there are two lounges, a large conservatory, a dining room, kitchen, staff areas, and nine service users bedrooms, each with en suite facility, plus communal bathroom and toilets. The first floor has a further nineteen service users bedrooms, nine of which have en suite facilities, plus communal bathroom and toilet facilities, a laundry, and separate sluice area. The second (top) floor provides a further four bedrooms, two with en suites, and a communal bathroom / toilet. A shaft lift connects all three floors of the home, in addition to two stair lifts, and three staircases, which continue to be used by Care Homes for Older People Page 4 of 27 Over 65 7 32 0 0 Brief description of the care home service users who are more mobile and able. All bedrooms are occupied on a single basis, and the three communal bathrooms have a range of adaptations suited to the needs of older persons. All areas of the home continued to be well maintained and looked after. Bedrooms were individualised and homely in appearance and style. The lounges, conservatory, and dining room, were also pleasant environments, nicely decorated and furnished, with views out to the grounds. At the time of the inspection, the manager reported that the weekly fees range from £525 to £625, depending on the size and location of the bedroom. Care Homes for Older People Page 5 of 27 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The information used in this report was gathered from a visit to the home on 6th August. During the visit eight of the people who live at the home and three people who work at the home were spoken to. Staff were observed carrying out their duties and records belonging to people who live at the home were inspected. In addition records relating to staff, health and safety and the homes policies and procedures were looked at. We have also used information received or asked for since the last key inspection to form a view about how well the service meets the needs of people who live there. Care Homes for Older People Page 6 of 27 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details 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 7 of 27 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 8 of 27 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who are interested in living in the home can expect to have their needs assessed before they do so. Evidence: We sent surveys to a number of people who live and work at the home, prior to visiting to undertake this inspection. Seven people who live at the home returned completed questionnaires and of these six said they had received enough information about the home before moving in (or shortly after following an emergency admission) and one person said they had not. The Statement of Purpose, which describes the home, contained lots of information that would help people make a decision about whether or not they thought it would meet their needs. However the contact details for the Commission were not up to date. The admission records belonging to four people who live at the home were inspected. Each of these held a pre-admission assessment. The assessments each identified Care Homes for Older People Page 9 of 27 Evidence: areas that people would need help with, but did not identify what type of help would be needed. This is important because it helps the home make a decision about whether or not it is able to meet a persons needs. Since the last key inspection the home have introduced overnight stays as part of the assessment process for people moving into the home. One such assessment was looked at as part of this inspection. The night staff provided a summary of how the person had coped staying overnight and how staff had helped the person when they wanted to go home. This is important because people with dementia may find it difficult to understand why they are in the home. Care Homes for Older People Page 10 of 27 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live in the home can expect their needs to be assessed and their health to be promoted. They cannot expect their plan of care to clearly describe the help they want. Evidence: The care plans belonging to three people were inspected in detail. Each person had a comprehensive assessment that identified areas of need, completed after they had moved into the home. These included risk assessments covering a range of needs including mental health, moving and handling, behaviour and nutrition. Each of these produced a score to help the person making the assessment determine how great the need was. From this information a Care/Action plan was produced. These did not detail the action that needed to be taken by care staff to ensure that all aspects of the persons needs were met. They were general statements such as To assist [name] with washing and dressing in the morning and showing [name] the way down to breakfast. For another person it read To assist [name] with [their] personal hygiene. Helping Care Homes for Older People Page 11 of 27 Evidence: with washing and dressing and toileting when needed. Documents were in place to show that monthly reviews of each care plan had taken place. The section of the form that listed the various risk assessments stated no change in each of the records inspected. There were sometimes other notes, or information in other records that showed there had been some changes. For example a note on one review said We have noticed a marked deterioration in [name] condition, the weight records for another person showed that they had put on a stone in weight over the year, and notes for another person included [name] is finding it harder to understand what you want [them] to do. No changes had been made to the care/action plans belonging to these people to reflect these changes. The manager had recognised the limitations of the care plans in place and designed new pro-formas that were available for the inspection, but not yet in use. The new formats provide space to detail how the person would like to be helped. This is important because it helps to ensure that a consistent approach to the provision of care is provided by all staff and that changes to a persons needs can be addressed. All of the people living at the home, and seen on the day of the inspection looked well cared for, and said that the staff were good. Seven completed surveys were recieved from people who live at the home, four people said they always received the care and support they needed and three that they usually received the care and support they needed. One of the people who lives at the home told me how a serious illness, which had been undiagnosed before they moved into the home, was only identified when it was pursued by a member of staff. The health records belonging to other people who live at the home showed that where a deterioration in health was noted, appropriate medical advice was sought in a timely manner. The daily record system, used to communicate issues between team leaders on different shifts appeared to work well. Staff who completed surveys said that the way information was shared always or usually worked well. The medication administration records (known as a MAR sheet) for three people were inspected. There were two gaps noted in the record for one person, this related to medication administered as required, and where the person did not require the medication an appropriate symbol should have been entered. For another person, whose medication was monitored by the hospital, the home had amended the dose in line with direction from the hospital. At the front of the book containing the records, there was a sample of signatures. This is helpful from an audit perspective, should Care Homes for Older People Page 12 of 27 Evidence: there be a problem with medication. The home also adminsters controlled drugs for a number of people. The records for these are kept in a seperate book in line with good practice and two staff are involved in its administration. There was an administrative error on the first line of the first page of this book that had not been picked up by the home. It is important that regular checks are carried out in respect of medication to ensure there are no errors. The interaction observed between staff and people who live at the home was good. People were listened to and no one was seen or heard to be hurried. Dinner was served in a way that promoted choice and dignity. There were a number of visitors on the day of the inspection, the staff welcomed them and the conversation with staff indicated that there was a good relationship between the home and relatives. Some of the languauge used in daily records did not promote dignity, for example [name] in a bad mood today, or referred to tasks undertaken rather than the person. The daily notes did not include information that would help to develop care in a way that met persons needs. For example it did not describe approaches that improved a persons well being, or triggers for challenging behaviour. Care Homes for Older People Page 13 of 27 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live at the home can expect to have a range of options about how they spend their day and be supported to maintain contact with family, friends and outside communities. They can also expect to be offered a balanced diet in convivial setting. Evidence: The home prides itself on creating a home from home, and this is the impression that was gained on the day of the inspection. There were a wide range of activities on offer, a range of places for people to sit during the day and on the day of inspection representatives from two churches were visiting to offer communion. Gentle music, from an appropriate time, was playing in the background and there was a calm homely feel throughout the day. In response to a question in the surveys, four people who live at the home said there were always activities they can take part in and three said there were usually activities they could take part in. One relative said I have found [person] participating on many occasions. One person who chose to spend most of their time in their room said they couldnt fault the staff and described how staff would stop for a chat or if they were busy call out as they went past their room. This person was also very happy with the view from their room of the extensive garden. Another person told me how much they Care Homes for Older People Page 14 of 27 Evidence: appreciated the visiting library service. During the morning, tea was taken to all of the people who live at the home, and post distributed at the same time, this provided a further opportunity for interaction between staff and people who live at the home. A number of friends and relatives visited the home on the day of the inspection, making use of the garden and various indoor communal rooms to meet with people living at the home. Visitors were welcomed and offered drinks, and it was clear from the conversation with staff that there was a good relationship between the home and visitors. One visitor described how the home had gone out of its way to welcome their extended family so that a family photograph could be taken without too much disruption for the person living at the home. The lunchtime meal was provided in a setting and served in a manner akin to a restaurant. There was a range of drinks available and choices for each of the three courses. In response to a question in the survey, three people said they always like the meals provided, three that they usually liked the meals and one person that they sometimes liked the food. Two people commented that there could be more choice at mealtimes. The second choice on offer for the main meal was usually salad, and some people felt a second hot meal could be offered. Fresh fruit and vegetables were used in the preparation of the mid-day meal. The development of care plans to include how best to meet the individual social and nutritional needs of people living at the home would ensure that care in this area was provided in a planned way and issues such as depression and weight change were properly met. Care Homes for Older People Page 15 of 27 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live at the home can expect to have their concerns listened to. They cannot be confident that staff will have the contact details of the local safeguarding team. Evidence: People who live at the home were comfortable in their relationships with staff and said they would be able to raise any concerns if they had them. The homes complaints policy was on display at the home and copies were provided with information given to people about the home. The information contained in the policy about how to contact the Care Quality Commission was a couple of years out of date. Staff had undertaken training in the safeguarding of vulnerable adults and were clear about the need to report any concerns. Staff were aware of the local authority safeguarding teams, but they did not necessarily know how to contact them if they felt it was not appropriate, or possible to raise issues with the home. This is important becuase it may lead to delays in action being taken should such a situation arise. The home has a policy entitled Abuse which would benefit from updating. It did not describe the various forms that abuse can take, or what signs to look for and it did not provide current contact details for external organisations should this be necessary. Care Homes for Older People Page 16 of 27 Evidence: The home had made an appropriate referral to the local safeguarding team when they had concerns about the welfare of one person living at the home. There have been no other concerns raised by the home or with the Commission since the last inspection. Care Homes for Older People Page 17 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live at the home can expect to benefit from a clean, well maintained house and garden. Evidence: A tour of the premises, including the garden was undertaken on the day of the inspection. All of the internal areas were clean, fresh and odour free. The gardens were well maintained and included a number of seating areas that people living at the home and visiting, made good use of during the day. The refurbishments described by the manager in the Annual Quality Assurance Assessment had clearly taken place, and progress had been made in other planned areas. On the day of the inspection new carpet was being laid in the hallways and main staircase. All of the people living at the home who completed surveys said the home was always fresh and clean. In response to the question What does the home do well four responses specifically mentioned cleanliness, comments included clean and friendly and clean and fresh. During the inspection people who live at the home pointed out how clean the home was and said it was always like this. Hand washing facilities were in place throughout the home, including anti-bacterial Care Homes for Older People Page 18 of 27 Evidence: foam at the entrance for visitors to use. Care Homes for Older People Page 19 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live at the home can expect staff to employed in sufficient numbers to meet their needs. Evidence: On the day of the inspection there were sufficient staff on duty to meet the care and social needs of people living at the home. Call bells were answered promptly and staff were able to spend time with small groups and individuals. Six of the people who live at the home said that there were always or usually staff available when needed, and one person said there were sometimes staff available when needed. All of the staff completing surveys said there were always or usually enough staff on duty to meet the needs of people living at the home. The rota for the two weeks leading up to the inspection were inspected. They showed that staff levels were maintained throughout the period, although where people had more than one role it was not always clear what role they were carrying out on a particular day. This is important because it demonstrates that sufficient care staff are available. The home employs staff with specific responsibility for maintenance and domestic tasks, this ensures that carers time is not taken up with tasks not directly related to the care of individuals. The manager stated in the annual quality assurance assessment that no agency or temporary staff had been used in the 3 months prior to completing the assessment. Staff confirmed on the day of the inspection that gaps in Care Homes for Older People Page 20 of 27 Evidence: staff numbers were usually filled by permanent staff carrying out extra shifts. This is important because it means that people are cared for by staff who know them. More than 50 of care staff have completed a National Vocational Qualification in Care at Level 2. A training spreadsheet showed that a range of training has been undertaken by staff relevant to the role of carer. This did not include specific training for caring with people who have dementia but it did include other relevant training, such as effective communication and challenging behaviour which can be important in understanding how to promote the well being of people with dementia. The recruitment records relating to two staff were inspected. The records included application forms, references and documents that proved their identity. Care Homes for Older People Page 21 of 27 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live at the home can expect it to be run on a day to day basis in their best interests. Evidence: The manager of the home is qualified and has the care experience required for a person running a care home. It was clear from the operation of the home on the day of the inspection, and the feedback from people who live, visit and work in the home that on a day to day basis it is run in the interest of the people who live there. The home sends out questionnaires to relatives, staff and visiting professionals (similar to the surveys sent by the Commission)on a regular basis. The information is stored, but not not used to inform a quality assurance programme, or alongside any other information that would measure how well the home is meeting its own aims and objectives. The annual quality assurance assessment submitted by the home did not identify areas for improvement, although the manager was clearly working on some ideas (for example developing the care planning documentation). It is important that Care Homes for Older People Page 22 of 27 Evidence: the manager and owner of the service keep the quality of the service provided under regular review to ensure it is providing care in a way that promotes best practice and is in line with its own statement of purpose. Documents were in place to demonstrate that lifting equipment and the passenger lift had been checked and was safe to use. Paperwork was also in place to show that gas and electricity supplies and equipment had undergone the required checks. There were records of regular checks to the fire safety equipment and hot water temperatures, both indicated that where necessary action was taken to ensure the safety of people living in the home. The home is required to send the Commission notifications of certain types of incidents, and records show that these have been sent. These are important because it allows the Commission to monitor how well the home is dealing with issues. Care Homes for Older People Page 23 of 27 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 24 of 27 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 18 13 The home must review and update policies and procedures related to the safeguarding of vulnerable adults. This is to ensure that staff have up to date information about who to contact and current good practice. 30/10/2009 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 3 The service should develop the pre-admission assessment so that it includes information about what type of help a person requires to meet their identified needs. The home should ensure that care plans describe how a persons needs in respect of their health and welfare should be met. The home should ensure that records made about people who live in the home are made in a way that helps staff understand the best way to provide care for individuals. The home should ensure that records relating to the Page 25 of 27 2 7 3 7 4 9 Care Homes for Older People 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 administration of medication prescribed on an as required basis are fully completed and checked. This is to ensure that any errors can be quickly identified. 5 6 12 33 The home should ensure that social and nutritional wellbeing are addressed in care plans. As part of developing an effective quality assurance programme, the home should follow up on feedback given in surveys, and incorporate it into their business plan. This would further evidence how they are working in the best interest of people living at the home. Care Homes for Older People Page 26 of 27 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. Care Homes for Older People Page 27 of 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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