Inspection on 11/06/09 for 159 Wensley Road

This is the latest available inspection report for this service, carried out on 11th June 2009.

CQC found this care home to be providing an Adequate service.

The inspector found no outstanding requirements from the previous inspection report, but made 3 statutory requirements (actions the home must comply with) as a result of this inspection.

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Extracts from inspection reports are licensed from CQC, this page was updated on 15/11/2009.

Key inspection report CARE HOME ADULTS 18-65 159 Wensley Road Coley Park Reading Berkshire RG1 6DU Lead Inspector Yvonne Souden Key Unannounced Inspection 11th June 2009 11:00 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 1 This report is a review of the quality of outcomes that people experience in this care home. We believe high quality care should: • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care home adults 18-65 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. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 2 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report Care Quality Commission General Public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service 159 Wensley Road Address Coley Park Reading Berkshire RG1 6DU 020 85922961 Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Mrs Olayinka Ibitula Bukola Care Home 4 Category(ies) of Learning disability (0) registration, with number of places 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category/ies of service only: Care home only - (PC) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: 2. Learning disability (LD). The maximum number of service users to be accommodated is 4. Date of last inspection New Service Brief Description of the Service: 159 Wensley Road is a residential care home providing care and accommodation for four young adults with learning disabilities. The home is situated in a residential estate close to public transport and local amenities and is approximately 1.5 miles from Reading town centre. The home has four single bedrooms, lounge, kitchen and a large conservatory at the rear of the building that leads to an enclosed garden. There are two bathrooms within the home; residents do not have en-suite facilities. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 1 star. This means the people who use this service experience adequate quality outcomes. An agency manager completed the homes Annual Quality Assurance Assessment (AQAA), which is a legal document provided, by the commission. The AQAA was used by the manager and provider to review their service and inform the commission of their findings. The AQAA was used as part of the evidence to inform this report. Other evidence used to inform the report included a 7.0 hour site visit to the service by the inspector. This enabled the inspector to observe care practice and speak to people who use the service, staff and management of the home. Other evidence used to inform this report was documentation viewed by the inspector on the day of the site visit. What the service does well: What has improved since the last inspection? This is a new service. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 6 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. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 1 and 2. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is in the process of ensuring information about the service provided is available to those people who use the service, and to people visiting the home. People who want to live in the home have their needs fully assessed and are assured these will be met prior to admission. EVIDENCE: The home has a Statement of Purpose that is being updated by the provider and manager, to include, information as required within Schedule 1 of the Care Home Regulations, for example, the relevant care qualifications and experience of the provider, manager and staff. The provider and manager are developing a Service Users Guide that would give a brief description of the service provided in a layout that is suitable for the people who use the service. We looked at the needs assessments of two residents. Health and social care professional assessments and risk assessments gave the home the information they needed to make a decision on whether they could meet the persons needs, prior to agreeing to a plan of care. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 and 9. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service have a care plan that promotes their independence and decision-making, whilst risk assessments promote their safety within the decisions they have made. EVIDENCE: We looked at the records of two residents. Assessments and reviews that involved the home, resident and health and social care professionals agreed the best way forward to meet the residents assessed needs as identified within the residents plan of care. Care plans are person centred, detailing the needs of the person, and how the person wants those needs to be met. Staff complete daily reports that describe how the resident was supported within their daily living activities, and risk assessments prioritise goals and 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 10 timescales as agreed by the resident, to support the resident and minimise risk. Records were well-written clear and concise and make note of any change to the residents health, personal and social care needs. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): This is what people staying in this care home experience: People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service are supported to maintain contact with family and friends, and are supported to maintain their chosen lifestyle. EVIDENCE: Residents said that they are happy in the home and have a good relationship with staff and fellow residents. We observed that residents are able to access areas of the home freely and independently, and access the community with support to maintain a lifestyle that respects the choices they have made, within a risk management framework. On arrival for this inspection three residents were being supported by three staff to shop in town. The manager said that one of the residents and a staff 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 12 member would probably separate from the rest of the group as the resident had some grocery shopping to do. Records identified that residents are supported by staff to attend daycare, work placements and recreational activity. A resident said, Staff drop me off and pick me up from work using the homes vehicle. A member of staff said, Sometimes residents who are out during the day are a bit tired when they come in, and so want to rest as opposed to going on an activity. Residents are supported to visit family and friends and receive visitors. One of the residents spoke of visiting family and friends who live abroad, and of a personal relationship, and said, I feel like I am living a regular life, you know. A joint discussion with staff and residents identified that residents cook their own meal and receive support from staff within menu planning. A resident said, We have our own shelf in the fridge and freezer for food that we have purchased, and said, I cook my own meals, I prefer it that way. Within the conversation a resident invited the Inspector to see his room and spoke of his music selection, and of his interests and hobbies. A staff member said that the resident takes great pride in his room. Staff said that they do assist residents with washing clothes and household tasks whilst promoting the residents independence. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service receive support to meet their health, psychological, personal and social care needs as identified within their agreed plan of care. EVIDENCE: We looked at the records of two residents. Information received through assessment was detailed within the residents care plan and described how the resident wants those needs to be met. Other records identified how residents were supported by staff to attend health care appointments. A recently implemented daily planning record identifies staff on duty at various times of the day, and of their responsibility to support residents within their chosen daily activity, and to any health care appointments that they may have. The daily planner also delegates a member of the staff team to administer residents medication, and to complete checks on residents personal expenditure so that accurate daily records are kept. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 14 The home has a medication policy and procedure. Staff administer residents medication from a monitored dosage system as dispensed by a high street pharmacist. All staff was scheduled to attend medication training/update by 22nd of June 2009. Staff have experience to meet the needs of people who have epileptic seizures. Information to raise staff awareness of epilepsy is available in the home. The manager is in the process of sourcing epilepsy awareness training for all staff. The home uses a baby alarm at night to monitor a resident who has epileptic seizures. The manager has confirmed that the home would look to obtain suitable equipment to monitor the resident at night without jeopardising the residents privacy, for example, an epilepsy monitor that would be of benefit to an epilepsy sufferer as staff would be immediately aware of a seizure occurring. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service are listened to, but the service does not fully inform those people how to register a complaint about the service provided. Staff know of safeguarding adult policies and procedures to protect people who use the service from abuse, but are not fully up-to-date with training on how to manage challenging behaviour. EVIDENCE: Residents were observed to talk to staff at ease, and staff were observed to listen. We asked residents what they would do if they had a concern about the service; residents were very clear in their response that they would go to a staff member if they had a concern. The homes complaint procedure should be reviewed as it does not include the stages of, and timescales, for the process, and does not include the name and contact details of the person responsible for managing concerns and complaints within the home. The home should develop a complaint procedure that is suitable for the people who use the service, and should detail the procedure within the Service Users Guide. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 16 Staff said that they would not hesitate to protect residents from abuse. The home has a copy of Berkshire Safeguarding Adults Policy and Procedures 2008, which is accessible to staff. Staff were aware of safeguarding policies that includes the homes whistle blowing procedure to protect people user service. The provider has arranged safeguarding training/update for all staff by the 10th July 2009. Staff have not attended managing challenging behaviour training. Staff were knowledgeable about the needs of a resident who has challenging behaviour, and were seen to support the resident throughout the day. A staff member described the complex needs and challenging behaviour of the resident and said, We have worked hard as a team to support the resident and correct these issues, and feel the person has moved on to a period of stability. The provider should access managing challenging behaviour training for all staff as part of staffs training and development as required within the staffing section of this report. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 24 and 30. People using the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service live in a comfortable homely environment that needs some improvement to the cleanliness, and fabric and decoration of the home. EVIDENCE: It was evident at this inspection that the new provider is actively making improvements to the home to ensure a safe, comfortable and homely environment for the people who live there. A resident gave the inspector a tour of the home and agreed that the home would benefit from new sofas and carpeting within the lounge as the ones used are worn and torn in places. The provider has had a new conservatory added to the back of the building that gives the residents more communal space and a place for residents to use the homes computer. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 18 The home was observed to be reasonably clean with no unpleasant odours and had a homely appearance. The home should consider a cleaning rota for staff to ensure doors and other areas of the home are kept clean, and should have liquid soap and paper towels available within the bathrooms to promote infection control. The provider has recently agreed a contract with a general maintenance company to provide ongoing external and internal maintenance of the home. The home had a fire safety inspection on the 22nd of April 2009. The fire inspection report listed some deficiencies and the provider has taken action to correct those deficiencies listed. A fire risk assessment was completed on the 23rd of April 2009. Regular checks on fire extinguishers, fire alarms and emergency lighting now takes place and maintenance work had been undertaken on fire doors. Fire extinguishers need to be replaced as identified within the fire safety inspection report. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34 and 35. People using the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home has a staff team who are caring and enthusiastic in supporting and meeting the needs of the people who use the service, but insufficient staff training and staff security checks puts the safety of the people who use the service at risk. EVIDENCE: We saw at this inspection that staff were very caring and attentive towards the people who use the service that contributed to a happy and homely atmosphere. Some staff had commenced an NVQ qualification prior to the homes change of ownership, but the organisation providing the training failed to deliver the required support and training. The provider has arranged for four full time staff to commence NVQ 2 on the 9th July 2009, with a reputable training organisation. A senior support worker spoke of their qualifications, for example, national diploma in social care and degree in psychology and sociology, but records were not available to evidence qualifications of staff. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 20 The manager has a registered managers award (RMA) and experience of managing care services. The staff rota identified sufficient staff on duty to meet the needs of the people who live there, that included a ratio of one-to-one for a resident who presents challenging behaviour. Improvements to recordings made on the rota is needed to include actual hours worked, full name of staff, and if the staff member is from an agency. The new manager spoke of planning the rota more effectively around peak times when residents are not attending daycare/work placements. A new format of daily planning has been developed by management and has to be fully implemented. The plan will improve records kept of staff on duty and ensure staff take responsibility for tasks delegated to them. The home has a recruitment policy and procedure that previous management had not adhered to. This inspection identified four staff working with POVA first clearance with no CRB clearance having been confirmed by the criminal record bureau. This posed a risk to the people who use the service as supervision of those staff has not taken place whilst awaiting CRB clearance. Some staff did not have references on file, and some staff files had no record of their previous employment. The new manager was taking steps on the day of the inspection to ensure residents safety and had arranged 24 hour agency cover to work with existing staff until staffs CRB clearance. The manager confirmed with the Commission on the 12th June 2009, that staff had been asked to submit up-to-date details of their employment history so that references could be requested. The home does not have a training and development plan. Staff spoke of training that they have attended, for example, fire safety. Records identify that staff training has been booked with Reading Borough Council, for example, safeguarding adults, food safety and health & safety. Staff have not received regular one-to-one meetings to monitor the work they do, and to identify any training and development needs they have. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 37, 29 and 42. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The manager is a competent and caring manager who has the qualifications and experience to ensure the safety of the people who use the service and staff team, and improve the service provided. EVIDENCE: On the day of the inspection it was noted that a new manager had been appointed by the provider and was working along side an agency manager until CRB clearance has been obtained. The manager has the qualifications and experience to manage a care service and confirmed that an application to become the registered manager would be submitted to the Commission once CRB clearance is in place. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 22 The agency manager had started to make improvements within the home and identified areas of concern around quality assurance, staff recruitment and training with the new manager that needed to be addressed. The agency manager commented that the home has a good team of staff who are committed in the work they do. A staff member said, There had been a period of unsettledness within the home that affected staff and residents when they did not know who was going to manage the service, and another staff member said, it was a little stressful when management was up in the air, as no one knew what to expect, everyone within management speaks to us now and reassures us, its now not stressful and is a nice environment to work. Staff said that the new manager is approachable and enthusiastic about the service provided. Quality assurance procedures are in place. Improvements to measure the service provided and to gain the views of the people who use the service and stakeholders is needed to ensure the views of those people are listened to. Visits to the home are undertaken by the provider under regulation 26 of the Care Standards Act, but the information within those reports should improve to identify outcome and action taken. Policies and procedures are regularly reviewed. An annual development plan is needed that identifies improvements planned. The service has appropriate health and safety policy and procedures in place. As identified within the staffing section of this report staff need to attend health and safety training and this is scheduled. All staff have received fire safety training. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 2 3 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 2 23 2 ENVIRONMENT Standard No Score 24 2 25 X 26 X 27 X 28 X 29 X 30 2 STAFFING Standard No Score 31 X 32 2 33 3 34 1 35 2 36 2 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 3 X LIFESTYLES Standard No Score 11 3 12 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 3 X 2 X X 2 X Version 5.2 Page 24 159 Wensley Road DS0000072592.V375762.R01.S.doc Are there any outstanding requirements from the last inspection? N/A STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1 Standard YA34 Regulation Regulation 19 Schedule 2 Requirement The registered person must obtain all the necessary information as set out in schedule 2 of the Care Homes Regulations, about existing and any new employees. This is to ensure that no one who may be considered unsuitable to work with vulnerable adults has access to people receiving a service within the home. 2 YA35 18 The registered person must provide staff with the training and development they require to meet the needs of the people who use the service. This is to ensure people who use the service can be assured that they are safeguarded from abuse and that their needs will be met by a competent and trained staff team. 3 YA36 18 The registered persons must implement a system that ensures that each employee DS0000072592.V375762.R01.S.doc Timescale for action 09/07/09 31/08/09 31/08/09 159 Wensley Road Version 5.2 Page 25 receives regular and appropriate supervision. In the case of care workers this should be at least 6 times a year. This is to support care staff in their training and development needs to meet the needs of the people who use the service. RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 26 Care Quality Commission South East The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT National Enquiry Line: 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. 159 Wensley Road DS0000072592.V375762.R01.S.doc Version 5.2 Page 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. 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!