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Inspection on 27/08/08 for Mona Cliffe Residential Care Home

Also see our care home review for Mona Cliffe Residential Care Home for more information

This is the latest available inspection report for this service, carried out on 27th August 2008.

CSCI found this care home to be providing an Excellent service.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

What the care home does well

The requirements and recommendations made at the last inspection had been addressed satisfactorily. People enquiring about living in the home receive a robust assessment of their needs. They are fully consulted during this process and this enables them to decide if the home will be the right place for them to live. When they are admitted the manager personally supervises their care until they have settled in, when they are assigned a key worker to look after their interests. The care plans are reviewed regularly and people accommodated are regularly consulted about how the service might be improved in their best interests. Each person is treated as an individual and staff work hard to make sure their specific needs are met in a way that meets their preferences. People are treated with respect and their care is provided in a private and dignified manner. Systems are in place to protect people from harm and residents` views are listened to and action is taken if they have any concerns. People living in this home told us that they feel safe and cared for. They have access to a regular programme of interesting and stimulating activities and the full range of community healthcare resources available. Their relatives and friends are made welcome when they visit and staff keep them informed if they have any concerns about residents welfare. Care staff are carefully recruited and trained to high standards to ensure that residents receive the care and support that they need. The manager is experienced and takes an active part in the residents care. This home received best practice commendations for exceeding the National Minimum Standards by maintaining effective management and for the attention that is paid to training and staff development. Residents praised the quality of the environmental improvements made within the previous twelve months.

What has improved since the last inspection?

Significant improvements have been made by implementing a regular programme of activities that provide interest and stimulation to the people accommodated. Conservatory furniture had been replaced since the last inspection and improvements had been made to the process for how new staff were recruited. This ensured that the staff employed had the integrity and personal qualities required to work with vulnerable people.

CARE HOMES FOR OLDER PEOPLE Mona Cliffe Residential Care Home Blackstone Edge Old Road Littleborough Rochdale Lancashire OL15 0JG Lead Inspector Val Bell Unannounced Inspection 27th August 2008 10:30 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Mona Cliffe Residential Care Home Address Blackstone Edge Old Road Littleborough Rochdale Lancashire OL15 0JG 01706 372566 01706 372566 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) Dr Ravi Kant Sharma Linda Anne Belshaw Care Home 23 Category(ies) of Old age, not falling within any other category registration, with number (23) of places Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. Total number of places 23, OP age 65 years and over Date of last inspection 19th September 2006 Brief Description of the Service: Mona Cliffe is a care home providing personal care and accommodation for 23 older people over the age of 65 years. The home is not registered to provide nursing care. Service users in need of nursing care would need to access the community nursing service. Mona Cliffe is located on the outskirts of Littleborough, with easy access to transport links such as the motorway, train station and bus station. The home is only a short travelling distance from facilities such as shops, restaurants, Hollingworth Lake, and the Pennine Way, although service users would not easily access these facilities on foot. The home is a large stone house, which has been converted and extended to provide residential care. It is set in its own grounds, with ample car parking available to the front of the home. There are 15 single rooms and 4 double rooms. The bedrooms are situated on the ground and first floor. There is a passenger lift. Weekly fees are £336.42 for a double room and £341.42 for a single room as at September 2006. Additional charges are made for private chiropody, newspapers and hairdressing. The provider makes information about the service available upon request in the form of a Service User Guide and Statement of Purpose, which are given to new residents. A copy of the Commission for Social Care (CSCI) inspection report is held in the office and may be seen upon request. Mona Cliffe Residential Care Home DS0000017348.V367319.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 3 star. This means the people who use this service experience excellent quality outcomes. This was a key inspection, which included a site visit to the home. The visit was unannounced which means the manager was not informed beforehand that we were coming to inspect. During the visit we spent time talking to people living in the home, a visiting relative a general practitioner, care staff on duty and the registered manager. An Annual Quality Assurance Assessment (AQAA), which is a self-assessment document had been completed by the manager and returned to the Commission prior to our visit. Six staff and seven service user surveys were also completed. Relevant documents, systems and procedures were assessed and a tour of the home was undertaken. At the time of our visit the weekly fees for care and accommodation in the home were £367.82 for a single room and £362.82 for a double room. What the service does well: The requirements and recommendations made at the last inspection had been addressed satisfactorily. People enquiring about living in the home receive a robust assessment of their needs. They are fully consulted during this process and this enables them to decide if the home will be the right place for them to live. When they are admitted the manager personally supervises their care until they have settled in, when they are assigned a key worker to look after their interests. The care plans are reviewed regularly and people accommodated are regularly consulted about how the service might be improved in their best interests. Each person is treated as an individual and staff work hard to make sure their specific needs are met in a way that meets their preferences. People are treated with respect and their care is provided in a private and dignified manner. Systems are in place to protect people from harm and residents’ views are listened to and action is taken if they have any concerns. People living in this home told us that they feel safe and cared for. They have access to a regular programme of interesting and stimulating activities and the full range of community healthcare resources available. Their relatives and friends are Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 6 made welcome when they visit and staff keep them informed if they have any concerns about residents welfare. Care staff are carefully recruited and trained to high standards to ensure that residents receive the care and support that they need. The manager is experienced and takes an active part in the residents care. This home received best practice commendations for exceeding the National Minimum Standards by maintaining effective management and for the attention that is paid to training and staff development. Residents praised the quality of the environmental improvements made within the previous twelve months. What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 7 contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3 and 6 Quality in this outcome area is good. People can be confident that their needs will be thoroughly assessed and recorded to determine if the home will be the right place for them to live. This judgement has been made using available evidence including a visit to this service. EVIDENCE: We looked at the care records for three people living in the home to see if their needs had been suitably assessed prior to admission. Care managers had provided needs assessments for two of the residents and the home had used its own assessment tool in each case. This ensured that care and accommodation was only offered to people whose needs the service could meet. When care managers fail to provide needs assessments the manager should write to social services highlighting this shortfall. A copy of the letter Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 10 should be held on the resident’s care file. The relative of one of the residents confirmed that he had been fully involved in the assessment process. The home did not offer an intermediate care service. Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 Quality in this outcome area is good. People living in the home receive a good standard of person-centred care that respects their rights to privacy and dignity. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The three care records that we looked at contained up to date plans of care that provided staff with structured guidance on how to meet the individuals’ specific health and social care needs. Care plans for support with personal hygiene should detail whether the individual prefers a bath or a shower, the frequency of the support and their preferences in relation to toiletries. Risks had been carefully assessed and included written instructions on what staff needed to do to keep people safe from harm. One of the residents had been risk assessed for the use of bed rails and her relative had been consulted Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 12 about this. The document did not contain an assessment of the potential risk to the resident if she attempted to climb over the bed rails. Additionally, the resident lacked the capacity to consent to the use of the bed rails. The recently introduced Mental Capacity Act requires that care homes undertake mental capacity assessments and that clearly documented evidence is held to demonstrate that decisions taken on residents’ behalf are in their best interests. Care plans had been signed by the individual, or their representative, providing evidence that a person-centred approach was taken in meeting needs. Care plans provided written evidence that staff take prompt action to refer people to the relevant health professionals when they are concerned about their welfare. Comprehensive daily recording and reviews provided evidence that the outcome of providing care was being monitored. Satisfaction surveys contained the following comments, ‘the care I receive is excellent and the staff always help me if I need it’, ‘I am very happy here and feel that this is my home. The staff are very good and treat me with utter respect’, ‘the staff are very kind towards me and support me in my needs’ and ‘if I have any medical problems I always go to the manager if she is on duty. Doctors are available if I need them and I have regular health checks.’ A visiting general practitioner said, ‘I have a good relationship with staff in the home. They always make appropriate referrals and have good teamwork in place. I have no concerns about this home.’ A visiting relative said, ‘Staff have provided excellent care for my mother and I have never needed to complain.’ We examined medication records for the three people being case-tracked and these appeared to be accurate and up to date. Incoming medication had been checked and signed for as correct. We noticed that on one occasion a stock of medicine already held in the home, had not been added to the balance of medication received. It is important that an accurate audit trail is in place, as this will provide evidence that residents receive their medication as prescribed by their general practitioner. Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15 Quality in this outcome area is good. People living in the home are treated as individuals by providing a service that meets their choices and preferred lifestyles. This judgement has been made using available evidence including a visit to this service. EVIDENCE: We assessed daily routines in the home and the type of activities that were provided. Routines were flexible with attention paid to meeting individuals’ preferences as recorded in care plans. Significant improvements had been made, by providing a regular programme of interesting and stimulating activities for the people accommodated. One of the residents said, ‘I am happy with the activities and I really enjoy the reminiscence and sing-a-longs to war music’. Another person commented, ‘activities are done daily. I don’t always feel like joining in, but the staff don’t mind if I don’t. It is up to me if I join in or not.’ Some residents said they liked to go shopping and for walks out. There were no clergy available to visit people accommodated in the home at the time of our visit. It is important that residents have opportunities to Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 14 satisfy their spiritual and religious needs. Consequently, we recommend that this shortfall be explored, either individually with residents or at a residents’ meeting, to determine if their spiritual needs can be met in other ways. Relatives were observed to visit throughout the day and we took the opportunity to speak to one of them. He told us that his family were always made welcome in the home and were encouraged to express their views on the quality of the service provided. He also confirmed that staff were good at encouraging residents to be as independent as possible by making choices that affected their daily lives. We joined three residents for the lunchtime meal. There were two choices of hot main course and dessert and the meals were attractively presented and nutritious. The three residents we were seated with praised the standard of catering provided. One person commented, ‘I feel the food is cooked well and is very fresh. I get a choice of what I would like daily. I also enjoy the fact that I can have fresh fruit when I like.’ We noticed that staff were on hand to assist people to eat where needed and the mealtime was relaxed and unhurried. The cook was knowledgeable about the specific assessed needs of people living in the home and special diets were available to meet the individuals’ dietary needs. Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 Quality in this outcome area is good. The rights and views of people living in the home are respected and robust policies and procedures afford protection to the welfare of individuals. This judgement has been made using available evidence including a visit to this service. EVIDENCE: A comprehensive complaints procedure was accessible to residents and visitors, copies of which were held in each bedroom and posted on the home’s notice boards. No complaints had been recorded since the last inspection. The manager explained that issues of concern were dealt with at source and this prevented escalation to the formal complaints procedure. Seven residents told us that they knew how to make a complaint or express concerns. One resident commented, ‘I know I can always go to the manager and any problems are usually sorted out quickly and with no fuss.’ Staff had been trained in how to recognise, report and manage abuse. Three staff spoken to said they had access to the appropriate policies and procedures for dealing with abuse and for whistle blowing. Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 and 26 Quality in this outcome area is good. People living in the home are provided with a clean, safe and pleasant environment. This judgement has been made using available evidence including a visit to this service. EVIDENCE: We toured the home to assess health and safety and the quality of the environment. The home was found to be safe, clean and hygienic and no unpleasant odours were present. A service user made the following comment in a satisfaction survey, ‘Always smells fresh. No smells around the home.’ It was evident that a rolling programme of maintenance and redecoration was ongoing and residents said that they were pleased with all the improvements made in the previous year. Improvements made had enhanced residents’ Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 17 rights to receiving a dignified and safe service, while providing them with opportunities to be as independent as possible. For example, a capital grant allocated to the home at the end of 2007 had been used to provide a shower room and a hoist. Residents said that they were pleased with all the improvements made in the previous year. Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30 Quality in this outcome area is excellent. The management and staff team’s commitment to training and development ensures that they have the necessary knowledge and skills to meet residents’ needs in a person-centred way. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Sufficient staff had been deployed to meet the needs of residents on the day of this visit and rotas provided evidence that these staffing levels were being maintained. The manager told us that the home had a stable staff group and that several staff had worked at the home for the past eighteen years. The manager personally supervised the induction of new staff and this was followed by two weeks of working under the supervision of senior care staff. We examined the personnel files for three members of staff on duty at the time of our visit. The required pre-employment checks had been obtained and evidence was held of the training and National Vocational Qualifications that staff had undertaken. The three members of staff told us that they had received training in infection control, moving and handling, fire safety, dementia and how to recognise and Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 19 deal with allegations or suspicions of abuse. It was pleasing to hear the three staff talk with enthusiasm about their roles and responsibilities and it was evident that the residents’ wellbeing was important to them. A staff satisfaction survey contained the following comment, ‘all carers receive the right training in order to care for and support all residents to the best standards.’ This provided evidence of best practice in staff development and was commended. Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 20 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. 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 and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 36 and 38 Quality in this outcome area is excellent. The management and staff team value the views of the people using this service and use this information to manage the home in their best interests. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager is a registered nurse and has achieved NVQ level 4 in managing care. She regularly undertakes refresher and study days to keep up to date with current good practice and changing legislation. The manager personally reviews each resident’s care plan every three months to ensure that good quality outcomes are being maintained. She spends each morning attending Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 21 to management duties then provides assistance at lunchtime with serving meals and helping residents who need assistance with feeding. This way she keeps herself up to date with residents’ welfare by conversing with them on a daily basis. This was commended as evidence of best practice. A system was in place to monitor the quality of the service provided. Feedback was obtained from satisfaction surveys, resident and staff consultation and from auditing the processes and systems used within the home. A quarterly newsletter was produced to keep people up to date with progress and changes in the running of the home. The manager takes sole responsibility for managing personal spending money belonging to residents who require assistance. Receipts for expenditure had been obtained and records appeared to be accurate and up to date, although the records had not been audited. A good practice recommended was made for the provider to undertake auditing of these accounts at regular intervals. Staff had received regular supervision and their performance had been appraised on an annual basis. We looked at a sample of health and safety records related to gas appliances, fire safety and environmental risk assessments and these were found to be accurate and up to date. Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People 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 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 X X X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 3 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 4 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 X 3 X 3 3 X 3 Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? No 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. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard OP3 Good Practice Recommendations The manager should inform care managers in writing when they have failed to supply a copy of an assessment of need and a copy of the letter should be held in the resident’s care file. This will provide evidence that steps have been taken to obtain relevant information during the pre-admission process. Care plans for personal hygiene could be improved by detailing the residents’ preferences in relation to the frequency and type of support they require. Risk assessments for bed rails should detail the potential risk of injury to residents should they attempt to get out of bed unassisted. There should be an accurate record of the medication held DS0000017348.V367319.R01.S.doc Version 5.2 Page 24 2. OP7 3. OP8 4. OP9 Mona Cliffe Residential Care Home for each person accommodated at all times. 5. OP17 Mental capacity assessments should be undertaken for people who lack the capacity to make decisions about the care and support they receive. The manager should consult residents about how their spiritual/religious needs should be met. It is recommended that the provider undertake regular auditing of residents personal spending accounts. 6. 7. OP12 OP35 Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Manchester Local office 11th Floor West Point 501 Chester Road Manchester M16 9HU National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Mona Cliffe Residential Care Home DS0000017348.V367319.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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