Care Home: Wykeham House

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What the care home does well Wykeham House provides a very comfortable environment for the people who live there. The Unit for physically frail older people, and the Unit for people with dementia, are well furnished with many homely touches. The dining rooms are particularly pleasant and all residents spoken to also liked their bedrooms which are well furnished with many personal belongings. People who are considering moving into the home can be confident their needs will be fully assessed to ensure all their needs can be met. People who live in the home can be confident their health and personal care needs will be met in a way that promotes their privacy and dignity. People are protected through clear policies and procedures for the administration of medication. Care plans are well done and reviewed regularly. People who were spoken to confirmed their needs are met and staff are friendly and helpful. People who live in the home have opportunities to take part in a range of activities. People are encouraged to exercise choice and control over their lives, they are supported to maintain contact with family and friends. People enjoy the home cooked and nutritious meals, served in pleasant surroundings. People can be confident complaints are taken seriously at this home. People who live in the home are listened to and protected from abuse. The home is fully accessible to residents with a physical disability and for those with a cognitive impairment, there are secure areas of the home and garden which allow residents to move around freely, but are secure enough to protect them from any undue hazards. People who live in the home benefit from the support provided by the well trained and friendly staff team. They are protected from harm through robust recruitment policies and procedures. People who live in the home can be confident the management team run the home in their best interests. Good quality assurance processes take account of people`s views. The financial interests of people who live in the home are safeguarded. People are protected through safe working practices. What has improved since the last inspection? Requirements made following the last inspection have all been met: People`s individual files contain all the necessary information including moving and handling and nutritional risk assessments. Ongoing maintenance and renewal programmes ensure the home provides a pleasant and safe environment for the people who live there. All potentially hazardous substances are stored safely. What the care home could do better: There is some room for improvement in care planning to ensure a more person centred approach. This is of particular importance for people who are experiencing dementia. There is more work to be done regarding activities, particularly activities for people with dementia. Currently care plans do not contain sufficient information about peoples` backgrounds and social histories to enable staff to plan activities in line with people`s individual interests and abilities. A shortage of storage space means equipment such as hoists encroach on communal bathroom areas. Key inspection report Care homes for older people Name: Address: Wykeham House Wykeham House 21 Russells Crescent Horley Surrey RH6 7DJ     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: Ruth Burnham     Date: 2 8 0 7 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 25 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 25 Information about the care home Name of care home: Address: Wykeham House Wykeham House 21 Russells Crescent Horley Surrey RH6 7DJ 01293823835 01293823837 naresh.mapara@barchester.com www.barchester.com Barchester Healthcare Homes Ltd care home 76 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia mental disorder, excluding learning disability or dementia old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is: 76 The registered person may provide the following category/ies of service only: Care home with nursing - 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 - OP Dementia - DE Mental Disorder, excluding learning disability or dementia - MD Date of last inspection Brief description of the care home Wykeham House is a purpose built care home providing nursing care for older people, some of whom have dementia or mental health problems. The home is registered to accommodate 76 people on two floors accessible by two passenger lifts. Care Homes for Older People Page 4 of 25 Over 65 0 0 76 76 76 0 Brief description of the care home Each floor is divided into two units, High Beeches, and Memory Lane, previously Kinnersley Unit. One unit is for physically frail residents, and the other for those with dementia. The accommodation comprises single occupancy bedrooms with en-suite toilet facilities. There are four lounges and two dining rooms. The home has specialist bathing facilities and a shower room. There are kitchenettes on each unit and a hairdressing room. Residents can use the companys wheelchair accessible mini-bus for outings. The home has its own gardens and car parking facilities and is convenient for Horley town centre and public transport. The range of fees for the home is currently from: 875.00 to 950.00 pounds per week. Care Homes for Older People Page 5 of 25 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The unannounced site visit, which forms part of the homes key inspection was undertaken on 28 July 2009. We were in the home for five hours. from 08:30 to 13:30. The inspection was a thorough look at the service. We asked the owner to complete and return the Annual Quality Assurance Assessment (AQAA)before our visit. This was returned to us and evidence for some of the information provided was looked at during our visit. There are 74 people currently living in the home. We interviewed two people who live there and observed and spoke to the other residents during the day. We also spoke to 4 members of staff and the registered manager. We looked at all the communal areas of the premises and several bedrooms. We examined a number of records including staff employment records, daily records, incident records, risk assessments and care plans. Care Homes for Older People Page 6 of 25 Before the visit we sent ten surveys to people who live in the home; ten to their advocates; ten to members of staff; five to health professionals and five to care managers. Thirteen surveys were returned: five from people who live in the home; two from care managers and , five from members of staff and one from a health professional. Responses were largely positive. The last inspection took place on 9 August 2007. We found requirements made following that inspection have been met. Feedback was given to the registered manager at the end of the visit. The quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. Care Homes for Older People Page 7 of 25 What the care home does well: What has improved since the last inspection? What they could do better: Care Homes for Older People Page 8 of 25 There is some room for improvement in care planning to ensure a more person centred approach. This is of particular importance for people who are experiencing dementia. There is more work to be done regarding activities, particularly activities for people with dementia. Currently care plans do not contain sufficient information about peoples backgrounds and social histories to enable staff to plan activities in line with peoples individual interests and abilities. A shortage of storage space means equipment such as hoists encroach on communal bathroom areas. 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 9 of 25 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 25 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who are considering moving into the home can be confident their needs will be fully assessed to ensure all their needs can be met. Evidence: People who are considering moving into the home can be confident their needs will be understood and can be met. We examined four files for people who have recently moved into the home. Each person had a detailed assessment carried out by a qualified person before they moved in to ensure their needs can be met. The admission template is set out with the same headings as the care plans and the main findings of the assessment are then transferred to the care plan. All four assessments were completed in full and signed and dated by the person carrying out the assessment. People who are funded by the Local Authority also have care managers assessments, and some have health care assessments if they are jointly funded with the Health Authority. One person who had recently moved in from hospital said she Care Homes for Older People Page 11 of 25 Evidence: had been visited by a manager for the home, she said she is very satisfied with the care and all her needs are being met. Care Homes for Older People Page 12 of 25 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live in the home can be confident their health and personal care needs will be met in a way that promotes their privacy and dignity. People are protected through clear policies and procedures for the administration of medication. Evidence: Each person has a care plan based on their initial assessment of need. Four care plans were sampled. These are in a standard format throughout the home and those examined were found to contain detailed information about each persons individual care needs. Each file contains a list of staff signatures at the front so that it is easy to identify who has completed the various sections and the daily notes within each plan. All the plans sampled had been reviewed regularly every month and were properly signed and dated. There is some room for improvement in care planning to ensure a more person centred approach. This is of particular importance for people who are experiencing dementia. Discussion took place with two members of staff on the Memory Lane unit about ways of making care plans more specific to the individual by providing more Care Homes for Older People Page 13 of 25 Evidence: detailed guidance and information for staff about how each person prefers their care to be delivered. Two people were spoken with in some depth and they confirmed they are well cared for at this home. One person said she was very happy at Wykeham House and added: The staff are very good, very friendly. Staff were seen to have a good understanding of each persons needs. All interactions between staff and residents throughout our visit were friendly and respectful. People who live in the home can be confident their healthcare needs will be met. There are arrangements in place for visits by local GPs, an optometry service and podiatrist. One healthcare professional who returned a questionnaire to us said the home usually provides a good service. Community health professionals come into the home to provide staff training on specific topics, for example on medication, nutrition, and continence. According to the AQAA, one person had developed a pressure sore over the last 12 months, several other people have been admitted from hospital with pressure sores which have been treated successfully. There are arrangements in place for the prevention, treatment and monitoring of these, including sending a monthly monitoring report to the clinical director of the company. This work is ongoing and the manager ensures we are kept informed or all incidents of pressure sores in the home. People who live in the home are protected through the safe handling of medication. One medication administration session was observed on High Beeches. There is a medication policy in place and the home uses blister packs supplied by a local pharmacy. Records were checked and found to contain a photograph of each resident, a copy of staff signatures, fully completed record sheets with no unexplained gaps, and handwritten additions are signed and countersigned. Medication cabinets and the trolley are well organised and secure. Medication administration is audited regularly by the pharmacist, there is also a regular internal medication audit carried out. People who live in the home can be confident they will be cared for in a way that promotes their privacy and dignity. Staff have training on this subject. Cordless telephones are provided to ensure people can have the telephone brought to them if they receive a call, and can then take the call in private if they wish. The only area of concern observed during our visit was at lunchtime when staff were feeding people. In most cases this was done well with the member of staff sitting next to the resident and giving them their undivided attention until the meal was finished. However one person who needed support was given a spoonful here and there as staff carried out other tasks. This was discussed with the manager who agreed to address this with the staff concerned. Care Homes for Older People Page 14 of 25 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live in the home have opportunities to take part in a range of activities. They are supported to maintain contact with family and friends. People enjoy the home cooked and nutritious meals, served in pleasant surroundings. Evidence: People who live in the home are provided with a range of activities. There is an activities programme in place. There are two activities co-coordinators in the home. The programme includes at least one activity in the morning and another in the afternoon. Additional activities include visits by dogs with their owners who have been vetted through the PAT dogs scheme. The Memory Lane Unit is furnished with a number of reminiscence items and the decor is very pleasing and suitable for people who have a memory impairment. The manager is aware there is more work to be done regarding activities, particularly activities for people with dementia. Currently care plans do not contain sufficient information about peoples backgrounds and social histories,providing staff with sufficient information about peoples individual interests and abilities in order to ensure activities are suitable and meaningful. The manager has arranged training in person centred planning designed to address these shortfalls. Training has been Care Homes for Older People Page 15 of 25 Evidence: provided for a number of staff in caring for people with dementia and appropriate training is also being provided for the activity coordinators. People who live in the home are supported to maintain contact with friends and families. Visitors are made welcome and offered refreshment. The home also has regular residents and relatives meetings. People are encouraged to exercise choice and control over their lives and throughout the inspection we observed people being offered choices. People are able to bring personal possessions with them and all the bedrooms we saw showed evidence of this including ornaments, photos, and pictures. Each persons file contains a list of their personal possessions made when they first moved into the home. People who were spoken to said they enjoyed the meals provided. We were able to join residents on the Memory Lane unit for lunch. There was a choice of food, either lasagne or escallop served with roast potato and a selection of vegetables. Food was well prepared, tasty and hot. The majority of people who responded to our survey commented positively on the food. The dining areas are pleasant and attractively laid out. Both dining rooms were visited at lunchtime. In High Beeches there were plenty of staff on hand to assist. The dining area in Memory Lane was also pleasant although during the meal there was a concern about the support provided to one resident which is detailed in the previous section of this report. The registered manager agreed to review staff deployment and planning at mealtimes in this unit to ensure those who need assistance to eat have unhurried and uninterrupted support. Care Homes for Older People Page 16 of 25 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People can be confident complaints are taken seriously at this home. People who live in the home are listened to and protected from abuse. Evidence: People who live in the home are provided with a complaints procedure in the service User Guide. This is also displayed in the home where residents and visitors can see it. No complaints have been received by the Commission about this service since the last inspection. One resident who was spoken to said they had not received a copy of the Service User Guide. The manager agreed to ensure each person has a copy of this document in their rooms. People who live in the home are protected from abuse through clear policies and procedures and appropriate staff training. The home has a copy of the local authority procedures for safeguarding vulnerable adults. The manager carries out the training and refresher courses for staff on this subject and, he confirmed that all staff have received safeguarding training. All staff are checked through the Criminal Records Bureau before they begin working in the home. Care Homes for Older People Page 17 of 25 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The quality of life for people who live in this home is enhanced by the homely, clean and safe environment. There are good facilities for people with physical disabilities. A shortage of storage space means equipment encroaches on communal areas. Evidence: This home is very nicely furnished and decorated and people who were spoken to were pleased with their rooms and other facilities. The entrance is welcoming and the communal areas are comfortable and spacious. The gardens are well looked after, including the front gardens and the car park. There is a programme of ongoing maintenance and repair. Improvements are planned, the walls and flooring in the kitchen are due for refurbishment. There is insufficient storage in the home which means that bathrooms are cluttered with hoists and other items. This was discussed with the manager who is aware of the problem but sees no way of addressing this issue in the foreseeable future. People are protected from risk of infection through good hygiene policies and practice. There are good hand washing facilities, with each basin having individually dispensed soap and paper towels available. The home employs domestic and laundry staff, and all areas of the home seen during our visit were fresh and clean with no unpleasant odours. The laundry is tidy and well-organised, with separate containers for each Care Homes for Older People Page 18 of 25 Evidence: persons clean laundry. Machines are the commercial type, with sluicing facilities on the washing machines. The coloured bag system is used to separate the various items of soiled laundry to ensure protection from risk of infection. Care Homes for Older People Page 19 of 25 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live in the home benefit from the support provided by the well trained and friendly staff team. They are protected from harm through robust recruitment policies and procedures. Evidence: There are sufficient numbers of suitably qualified and competent care and nursing staff to meet the needs of people who live in the home. There is a recorded staff rota in place. In addition there are kitchen, laundry and domestic staff employed at the home. People who live in the home are protected through robust recruitment arrangements. Five files were examined for recently appointed staff, these are well-organised and all the necessary recruitment checks are in place. These include an application form, photographic identification, two references, and Criminal Record Bureau clearance. People can be confident staff are well trained to understand their needs and provide appropriate care. There is a programme in place to ensure all new staff go through an induction course. The induction training is based on the Skills for Care Common Induction Standards, which also dovetails with NVQ qualifications for those staff who wish to gain a care qualification. Staff at this service receive in excess of three paid training days per year. Care Homes for Older People Page 20 of 25 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live in the home can be confident the management team run the home in their best interests. Good quality assurance processes take account of peoples views. The financial interests of people who live in the home are safeguarded. People are protected through safe working practices. Evidence: People who live in the home can be confident the manager is qualified and competent. The registered manager has been in post since 2003. He is responsible for no more than one registered establishment and attends periodic training to keep his own knowledge, skills and competence up-to-date. There are clear lines of accountability within the home and externally with the company. The manager is assisted in the day to day administration by the homes Administrator, who has an NVQ Level 3 in Business Administration. People can be confident their views will be taken into account as part of the homes Care Homes for Older People Page 21 of 25 Evidence: quality assurance processes. Effective arrangements are in place to measure the quality of the service. These include annual questionnaires for residents, regular meetings for residents and relatives, and Regular visits to this service by the provider. There are other measures in place to monitor the quality of what is being provided, for example monthly pressure sore monitoring reports, a health and safety audit, activities audit, and a professional practice audit. It is not the policy of the home to get involved with managing peoples finances, where individuals are unable to do this themselves, they are assisted by relatives, or legal arrangements have been made to do this formally, i.e. with solicitors. Residents newspapers and other bills are paid by the home and then the resident is invoiced once a month. Some residents keep their own money and each has a lockable facility in their own room. People are protected from harm through effective arrangements to manage health and safety within the home. Regular health and safety audits are carried out. Water safety is monitored by the maintenance worker who carries out regular checks. Regular checks are carried out on all equipment and installations with safety certificates in place. Care Homes for Older People Page 22 of 25 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 23 of 25 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 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 7 Care planning needs some improvement to ensure a more person centred approach. This is of particular importance for people who are experiencing dementia. Care plans should contain sufficient information about peoples backgrounds and social histories to enable staff to plan suitable and meaningful activities in line with peoples individual interests and abilities. Mealtimes should be planned so as to ensure each person who needs support to eat has individual staff attention and can enjoy their food in an unhurried and uninterrupted manner. Additional storage space should be provided to ensure equipment such as hoists are not stored in residents bathrooms. 2 12 3 15 4 19 Care Homes for Older People Page 24 of 25 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. 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