Latest Inspection
This is the latest available inspection report for this service, carried out on 11th September 2009. CQC found this care home to be providing an Good service.
The inspector found no outstanding requirements from the previous inspection report,
but made 1 statutory requirements (actions the home must comply with) as a result of this inspection.
For extracts, read the latest CQC inspection for Woodley Grange.
What the care home does well People who consider living at the service can be confident that they will not be admitted without an assessment in place which will identify that all of their care needs can be met at the service. Care plans are satisfactory and medication systems keep residents safe. Opportunities are in place for residents to participate in their chosen activities and individuality is acknowledged and respected. Ongoing reviews of catering arrangements enable residents to have choice and be involved in discussions regarding the food they receive. The ethos of the service enables residents to have as much choice over their lifestyle as possible. What has improved since the last inspection? New building work is taking place and this will provide more comfortable surroundings for residents. A new manager is in place and this provides direction and leadership for staff. Residents have more information in place regarding recreational, social and activity choices which will enable them to participate in more meaningful and purposeful activities. What the care home could do better: All documentation obtained as part of the recruitment process needs to be available at all times. This will ensure the manager and responsible individual are able to demonstrate a robust recruitment procedure to ensure the right people are supporting the residents. Further development of the quality assurance system including supervision of all team members will embed and demonstrate a sustained improvement in the service delivery. Key inspection report
Care homes for older people
Name: Address: Woodley Grange Winchester Hill Romsey Hampshire SO51 7NU 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: Kathryn Emmons
Date: 1 1 0 9 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 24 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 24 Information about the care home
Name of care home: Address: Woodley Grange Winchester Hill Romsey Hampshire SO51 7NU 01794523100 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): woodleygrange@lovingcare-mattus.co.uk www.lovingcare-matters.co.uk Manucourt Limited Name of registered manager (if applicable) Mrs Carol Hopper Type of registration: Number of places registered: care home 36 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: The maximum number of service users to be accommodated is 36 The registered person may provide the following category of service only: Care home only (PC) to service user of the following gender; Either whose primary care needs on admission to the home are within the following category: Dementia (DE) Old age, not falling within any other category (OP) Date of last inspection Brief description of the care home Woodley Grange is a large detached property situated in a quiet residential area close to local amenities in the South Hampshire town of Romsey, with close links to the M27 and M3. It is close to a local bus route into Romsey and Winchester and rail links to Southampton. The home is registered to provide care to thirty six residents in the categories of old Care Homes for Older People
Page 4 of 24 Over 65 0 36 36 0 Brief description of the care home age, not falling within any other category and dementia, over sixty five years of age accomodated in eighteen single and nine double rooms on two floors. There are two large lounge/ dining areas opening onto a conservatory which overlook the homes well maintained safe and fully enclosed grounds. Care Homes for Older People Page 5 of 24 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: We visited the service on Friday 11th September 2009 from 9.30am until 4pm. The AQAA (Annual Quality Assurance Assessment) was received when we requested it and this provided us with a lot of information about the service.We were able to use the information this contained to help us prepare for the inspection visit. We request a completed copy of this document every year. Eight people using the service were involved in our key inspection and we spoke with four staff and the registered manager and the Responsible Individual during our visit. Prior to the inspection visit we sent out comment cards to the service for six staff ,and ten service users and three health care professionals . We have used the comments these contained to help us gain information about the service and have reproduced some of these comments in the main part of the report. Care Homes for Older People Page 6 of 24 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 24 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 24 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. Prospective residents are provided with information to make decisions regarding living at the service . Contracts provide residents with confidence that they will receive the service available . Pre admission assessments ensure that the service provided can meet residents needs . Evidence: We looked at the admission details for three people who had been admitted to the service. Two of these were permanent residents and one was staying for respite care. We could see that a pre admission assessments had taken place and when we spoke with a couple of residents one of them told us they had been asked a lot of questions . Another resident said their partner had been able to visit the service before they decided to come for a trial stay. We saw in the files that all three residents had contracts in place. This means that residents or their supporters sign to show they understand the service available and the manager or provider signs the contract so residents can be confident that the services offered are available and the resident can
Care Homes for Older People Page 9 of 24 Evidence: expect to receive them. When people consider living at the service there are two documents in place which provide information to assist with the decision making. These are the service user guide and the statement of purpose. Information regarding the service is also on the homes website as well as in paper format. These documents were in place and the service user guide is in the form of a brochure. Since the last inspection a new manager has been appointed at the service. Some of the staff have left and new staff have started working at the service. All of these details need to be updated in the service user guide so the information remains current. The service also offers admissions called respite care and intermediate care. Respite care is for people who may want to stay for a couple of weeks . During our visit one person was being admitted for a two week stay while their relative went on holiday. The service also provides intermediate beds which are for people who have been discharged from hospital but need a little more assistance before they go home. The manager confirmed that some people admitted for intermediate care decide to stay at the service as permanent residents. Currently the service is only admitting people for respite care while the new building is being completed. Care Homes for Older People Page 10 of 24 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. Through care planning and reviews residents can be confident that their care needs are known and that staff are clear how to support them. Medication systems keep residents safe . Access to health care professionals is good and residents receive the services they need. Residents dignity and privacy is acknowledged and upheld. Evidence: We looked at the care records for three of the residents. We could see these contained information regarding residents personal likes and hobbies, how they had spent their time before living at the service, and things they didnt enjoy doing and food they didnt like. We saw that care plans were individualised and signed by the resident if they had been involved. Reviews take place and we saw a recent review had taken place and changes to the care plan were made. We spoke with two residents who were aware information was held about them.We saw that reviews took place with residents relatives and supporters where necessary. We saw evidence that one of the residents family who lives abroad had also been asked for their input into the review. Information was clear regarding how residents liked their care and was in sufficient detail so it could be clear how much staff assistance was needed. Daily records were
Care Homes for Older People Page 11 of 24 Evidence: well maintained and there was a clear audit trail of any changes to a residents well being. These entries are checked by the management team regularly to ensure any changes in residents care and support have been identified and used to update the care plan. We looked at the medication records and found that these were completed correctly. We spoke with the senior member of staff who is responsible for ensuring all medications are ordered and unused medication returned to the pharmacy. This means that residents can be confident they will receive their medications safely. Staff we spoke with confirmed they had received medication training. Comment cards indicated that residents were satisfied with the access they had to health care professionals. Residents told us they could see the doctor when they wanted and we saw from care records that district nurses visit the service when necessary. Residents told us they saw a chiropodist regularly and we were told by a member of staff that an optician visits the service. We observed many interactions between residents and staff. Staff were aware of residents needs and worked hard to ensure that residents dignity was maintained in every day activities such as assisting with taking meals, going to the bathroom , joining in with a group activity and moving around the home with support. During the afternoon residents were sitting in lounges and in the garden and we saw staff discreetly assist a couple of residents with their ice lollies. Residents told us they were happy with how they were spoken to and we spoke to a visitor who also made positive comments such as They do understand the individual needs of the people here, I am always spoken to well and they all have (staff) very good manners. We saw staff knocking on residents doors before entering and offering discreet support to residents so they could use the toilet. Care Homes for Older People Page 12 of 24 Daily life and social activities
These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents are satisfied with the activities they have available to them and are consulted so they can decide what future activities take place. Residents individuality and right to express their personal spiritual beliefs is acknowledged and supported. Dietary preferences are catered for. Residents have control over who visits them. Evidence: Part of the care plan assessment covers the residents social likes and dislikes and also covers any religious and cultural preferences they have. During the visit we observed many of the residents being involved in a music for health session. Residents we spoke with said they had enjoyed this. The person leading the group maintains a list of the activity and how well people responded to the activity. This means that those people who are not able to verbally express their enjoyment still have their views known. Activity assessments have been carried out using a tool which assists staff in gaining an insight into the most appropriate activities for those residents who are unable to say their preferences. This document is fairly new but the manager said staff were finding it very useful. Comment cards we received indicated that residents were satisfied with the activities they participated in. A communion service takes place at the service monthly and there are also links with
Care Homes for Older People Page 13 of 24 Evidence: other denominations if residents prefer to attend worship elsewhere. We spoke with a couple of visitors during our visit and they said they were always made to feel welcome. A resident told us they could receive visitors when they wanted and they were able to spend time with their partner in private. Comment cards indicated that residents felt they had choice over how they spent their days and could chose where to sit in the service, when they got up and when they went to bed. We saw a couple of residents journeying around the service and they were supported by the staff to do this. The manager discussed briefly the new dementia unit which is being built and that she intends to make contact with dementia care support groups to ensure the new facility promotes the well being of people with dementia type conditions and that care practises are underpinned by current good dementia care practice. We received positive comments in comment cards regarding the food. Residents we spoke with during the visit were generally complimentary about the quality of the food. There are three cooks employed at the service and one resident felt the quality of the food varied depending who was working that day. Other resident said the quality of food remained the same and was good. A varied menu is produced and the manager produces this with resident involvement. We saw from the menus that an alternative is always available and that specialised diets such as sugar free and soft diet are available. Care Homes for Older People Page 14 of 24 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. Residents and their supporters can be confident that any concerns they have will be listened to and investigated in agreed timescales. Safeguarding adult systems keep residents safe and staff have a good awareness of safeguarding adult issues. Evidence: There is a complaints procedure in place and all residents have access to this. A copy is also on display. Comment cards indicated that people knew who to speak to if they had concerns or wanted to make comments regarding the service. The manager told us that any complaints are investigated by either herself or the responsible individual. We asked residents if they knew what to do if they had a concern or complaint to make.One resident said I will tell my friend when he visits and another said I will go to her in charge shes good and listens to us. There is a safeguarding adults policy in place ,we did not view this but the manager told us it was used in line with Hampshire County Councils Social Services policy. Staff we spoke with said they had received safeguarding adult training and this was confirmed in the training plan and the AQAA. Staff said they were aware of safeguarding adult issues and two we spoke with were able to tell us what they would do if they felt they had seen unsatisfactory care practice. A visitor we spoke with said they had never had reason to raise any concerns but were confident that any issue raised would be addressed immediately. Care Homes for Older People Page 15 of 24 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. Residents live in a clean and comfortable home. Infection control measures are in place and equipment is maintained safely. Planned training in basic food hygiene will provide staff with more skills and knowledge regarding good practice in this area. Evidence: There is currently building work taking place which will increase the number of rooms at Woodley Grange and therefor increase the overall numbers of people able to live at the home . The building work has been risk assessed and residents did not indicate through comment cards and speaking with them that the building work was causing them issues. When the new building is completed residents will move into the rooms while the rest of the original building is being refurbished. There is a large patio area out the back of the service and this is enclosed so people who need support to leave the garden are kept safe while out in the garden. There are flowerbeds and residents are able to join in with the gardening if they chose to. There is garden furniture so residents can sit outside and enjoy the garden in warmer weather. As we walked around the home we could see that decor was adequate and furniture was in good repair. Residents we spoke with said they thought their bedrooms and lounge areas were comfortable and Just how I would decorate at home. We did not
Care Homes for Older People Page 16 of 24 Evidence: view any bedrooms on this occasion. We saw a cleaning rota is in place and during our visit we saw cleaning staff shampooing carpets to minimise any potential adverse odours. A laundry system is in operation and we saw that residents clothing was well maintained and one comment card said the laundry system was quick and clothes get washed and returned the same day. Another comment was that someone had been returned the wrong items of clothing on one occasion. The manager confirmed that sometimes clothing tags became worn and it was difficult to see who clothing belonged to . This has been remedied by purchasing new name tags for all clothing so residents can be confident they will receive their own clothing back from the laundry. We saw from the AQAA that currently only a few staff have attained a basic food hygiene certificate. The manager confirmed that a new training package had been purchased and within the next few months staff would have received training in basic food hygiene. Staff were carrying alcohol hand wash with them and we saw hand sanitiser dispensers in a couple of areas of the home. This enables infection control measures to be maintained. We saw staff using equipment such as a hoist. The manager confirmed that all equipment is regularly serviced to ensure it remains safe for residents and staff to use. Care Homes for Older People Page 17 of 24 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. Residents are cared for by motivated and enthusiastic staff. Recruitment procedures must be robust to keep residents safe. Ongoing training means residents will receive care which is in accordance with current care practices. Staffing levels enable residents to be confident their care needs can be met in a timely manner. Evidence: Comment cards indicated that there are always sufficient staff on duty at all times. We looked at the most recent duty rota and could see that staffing levels were maintained and that there was always a senior member of staff on duty at all times. Residents said they felt there was enough staff on duty to meet individual needs and we were told They are very good, You have help when you need it, very good and they help you and they are chatty and get on well with you .Staff said they had time to spend with residents and we saw several occasions where staff were sitting with residents and engaging in conversations with them. Since the last inspection new staff have been employed. We looked at the files of three staff , two new staff and one staff who had worked at the service for sometime and had recently been promoted. We could see that the necessary checks had been carried out such as a CRB(Criminal records bureau check) and a written application form but on one file we did not see references. The manager confirmed that they knew references needed to be obtained before someone started work and was not clear why the references were not in the file. It is necessary for all recruitment check information to be available at the point of
Care Homes for Older People Page 18 of 24 Evidence: employment so the manager can be clear the right people are employed to support the residents. We saw evidence of an induction course and shifts where new staff had worked alongside established staff to learn the needs and care preferences of residents. A training plan is in place and care staff are working towards National Vocational Qualifications in Social and Health Care (NVQs) This means that they will have an enhanced skills and knowledge base which may provide a better quality of care for residents. The manager informed us that a new training company had been employed to provide mandatory training for the staff team. The change over was fairly new and the manager had already identified in which priority training was going to be provided and had already attended a training day so she could provide some training in various areas. We saw a training matrix which covered all mandatory training such as moving and handling infection control ,health and safety, safeguarding adults and training in dementia care. Care Homes for Older People Page 19 of 24 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. An enthusiastic manager leads the day to day running of the service. Residents and their supporters are consulted on the way the service operates and a quality assurance systems show the commitment to providing an ever evolving service to residents. Supervision sessions for all staff will ensure that the services ethos and aims and objectives are embedded in the staff teams working practises. Evidence: Since May 2009 the Registered Manager for Woodley Grange is Ms Carol Hopper. Staff told us that Ms Hopper was a good manager who is always trying to improve how we work and Very nice to work for and easy to talk to. Residents said I think the whole team is very good and the manager is very good, Its always been good here and still is. Ms Hopper continues with ongoing training and had been working at the service for a couple of years before becoming the manager. The responsible individual visits the service at least a couple of times a week and is available by telephone contact at all times. The manager said she had a good working
Care Homes for Older People Page 20 of 24 Evidence: relationship with the responsible individual who was responsive to suggestions and committed to moving the service forward. The responsible individual stated they undertook monthly regulation 26 visits which look at the conduct of the service and a report is produced. We did not view these on this visit. Staff meetings take place and the manager informed us that there were plans to start resident meetings. A quality assurance system is in place and auditing of systems such as medication takes place. Questionnaires are sent out to stakeholders and results are then put in the services business plan. Staff supervision sessions take place and these take the form of practice observations as well as formalised discussions regarding staff progress. The manager does not currently receive formalised supervision but the responsible individual is reviewing this. Health and safety tests are carried out regularly as informed to us in the AQAA. The manager advised that an in depth health and safety assessment was taking place the following week to ensure the environment and services were maintained at a high level to ensure residents and other people at the service were safe. Care Homes for Older People Page 21 of 24 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 22 of 24 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 29 18 All recruitment records 30/10/2009 including references need to be available for inspection at all times availability of references and other recruitment checks enable residents to be confident that the manager can demonstrate robust recruitment checks have taken place to ensure the right peole are employed at the service.Staff can demonstrate 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 23 of 24 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 24 of 24 - 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. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!