Inspection on 16/01/07 for 2 Lloyd Road

This inspection was carried out on 16th January 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Good. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector found no outstanding requirements from the previous inspection report, but made 9 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

2 Lloyd Road 12/02/09

Similar services:

Coopers Mill Ltd

Bramley Avenue (73)

Paradise Lodge

Grangewood

Upaya Ananda

Newton Court (1-2)

Kings Lane (32)

Pemdale

Extracts from inspection reports are licensed from CQC, this page was updated on 08/07/2008.

CARE HOME ADULTS 18-65 2 Lloyd Road Taverham Norwich Norfolk NR8 6LB Lead Inspector Mrs Lella Andrews Unannounced Inspection 16th January 2007 03:45 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 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 2 Lloyd Road DS0000068110.V327632.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 Adults 18-65. 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. 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service 2 Lloyd Road Address Taverham Norwich Norfolk NR8 6LB 01603 869469 01603 869713 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) New Boundaries Community Services Limited Ms Sally Cumbers Care Home 3 Category(ies) of Learning disability (3) registration, with number of places 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: N/A Date of last inspection 26th January 2006 Brief Description of the Service: 2 Lloyd Road is a three bedroomed bungalow in Taverham providing care to three people with learning disabilities. The Home is located approximately five miles outside the city of Norwich. It is situated in a quiet residential area not far from the main road providing access to the city. There is access to local facilities including shops and pubs. The Home has a garden at the rear and parking to the front of the Home. Each of the bedrooms is single and there is a shared kitchen, bathroom and lounge/dining room. 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This report contains information about the Home that has been gathered since the last Inspection and includes an unannounced visit to the Home on the 16th January 2007 between 3.45 and 6pm. During the visit the Inspector was shown around the communal areas of the Home, spoke to clients and a member of staff, looked at some records and observed medication administration. The report also contains information gathered during a meeting on the 17th January 2007 with the Manager where management issues were discussed and a selection of records seen. The Manager had not returned the Pre Inspection Questionnaire and so it was not possible for the Commission to seek the views of health/social care professionals involved with the clients. No completed comment cards were received from relatives. The fees for the Home are individually assessed for each client, depending on their needs. Currently the fees range from £961.00 and £1,054.00 per week. What the service does well: What has improved since the last inspection? The care plans are in the process of being reviewed and put into a new format which should make it easier for staff to access. A training manager has been employed by the organisation and so training is more effective and provided in a timely way to staff 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 6 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 contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. 2 Lloyd Road DS0000068110.V327632.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 2 Lloyd Road DS0000068110.V327632.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. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2 and 5 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. Documents provide detailed information about the Home but there is a need for some additions to ensure that they meet regulations The organisation has appropriate assessment procedures which would be put in place to ensure that the Home could meet any prospective clients needs EVIDENCE: The Home has a Statement of Purpose which provides detailed information about the Home. There are some minor additions which need to be made for this document to meet the regulations. See requirements. Clients are provided with a Statement of Terms and Conditions (contract) but these need to be personalised with details of individual fees and it is recommended that these are available in alternative formats so that clients are able to understand them more easily. See requirements and recommendations. 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 9 No new admissions have been made to the Home recently. The Home has appropriate admission procedures which includes a thorough assessment and this has been seen to work in practice within other Homes owned by the same organisation. 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 10 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. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 and 9 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. The clients know what is in their care plans and have access to them. These documents provide guidance to the staff about how to meet the clients needs. Risks are recognised and assessed with written guidance available about how to protect clients. The clients are supported to make their own decisions as far as is possible. EVIDENCE: One of the care plans was looked at in detail. The organisation is currently in the process of changing to an alternative format for care plans which aim to be more concise and make it easier for staff to find information. It also aims to ensure that the clients are more involved in the process. This change has 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 11 started to be implemented at this Home with the result that some of the documentation has been updated to the new formats and some remains on the older formats. The care plans contain detailed information about how to meet the clients needs and also detailed risk assessments. The Manager is aware of the need to ensure that information is detailed enough for staff to provide a good standard of care and that information is not lost in the process of becoming more concise. The member of staff who spoke to the Inspector was aware of the care plans and of the plans in place to meet the clients needs. The clients are aware of the content of the care plans and are aware that they are able to have access to these. Staff carry out monthly reviews of the care plans jointly with the client. The care plans contain information about the clients personal preferences and choices in a range of situations. One of the clients told the Inspector that the staff always “give choices in lots of things.” Staff were heard to offer choices and discuss situations with the clients during the visit to the Home. The Responsible Individual for the organisation is the appointee for the clients financial affairs. The Manager is responsible for overseeing the system on a day to day basis whilst all staff are responsible for ensuring accurate records and receipts are kept. The records of expenditure were checked against the receipts and cash held in the Home for one of the clients and were found to be correct. 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 12 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): 12, 13, 14, 15, 16 and 17 Quality in this outcome area is adequate This judgement has been made using available evidence including a visit to this service. Clients are involved in a range of activities when at day services but due to the staffing levels are unable to have much choice about what they do at weekends. Clients enjoy their meals and involved in the planning and shopping for these The clients rights are respected. EVIDENCE: The clients spend their time during the week attending day services, either those owned and managed by the organisation or those owned by the local authority. They all take part in a range of activities during their time at day 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 13 services. One of the clients is supported to take part in a regular activity one evening a week. The Home has a car which is for the sole use of the clients at this Home. However, there is only ever one member of staff on duty during the evenings and at weekends which limits the activities that the clients can take part in. The clients have differing interests and one of the clients prefers not to go out much at all. This makes it impossible for clients to take part in activities that they may enjoy on a regular basis at weekends. The records show that the clients were supported to take part in parties etc around the Christmas period. It is recommended that additional staff are on duty at weekends so that the clients are able to access community facilities and to take part in activities of their choosing. The rights of the clients are respected. Staff knock on bedroom doors prior to entering and respect the choice of clients to spend time alone in their rooms if they wish to. The member of staff on duty at the time of the visit to the Home involved the clients in what she was doing and communication between her and the clients was relaxed and informal. No comment cards were received from relatives and so it is not possible to include their views in this report. The care plans contain information about the arrangements in place for clients to maintain contact with friends and relatives. The clients said that they enjoy their meals. One of the clients is involved with the weekly shopping and all clients are involved in the process of planning menus. Clients set the dinner table and dried up the dishes during the visit to the Home. One of the clients follows a restricted diet and the staff understand this and it is taken into account during menu planning and cooking. The clients do not have free access to food and hot drinks due to specific individual needs but are able to ask staff for snacks/drinks at any time. 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 14 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. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 and 20 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. The personal and healthcare needs of the clients are met Medication is managed effectively but there is a need to update the medication procedure so that it provides clearer guidance to staff. EVIDENCE: The care plans contain details about the health and personal care needs of the clients. As previously stated in this report the care plans are in the process of being reviewed and this information has not yet all been transferred to the new formats. Clients have regular appointments with dentists and opticians as well as with other healthcare professionals as required. As the pre-inspection questionnaire was not returned it was not possible to gather the views of the health and social care professionals involved with the clients. 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 15 The clients require limited support with personal care and are encouraged to be as independent as possible in this area. There is always a female member of staff on duty due to the needs of the female client. The medication system was inspected. Medication is stored appropriately and records are kept of medication received at the Home, administered and any returned to the pharmacy. There is written guidance available for any PRN medication that is prescribed. It is required that the medication procedure is reviewed to ensure that it is accurate as currently it states that two staff are involved in the administration of medication. Staff receive training from the organisations training department prior to being able to administer medication alone. The Manager said that they are told that agency staff have received medication training but that they do not have the details of this. As agency staff work alone at the Home it is recommended that the Manager has details of the format and content of the training that they have received. 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 16 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. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. The clients are given opportunities to raise any concerns that they may have. Staff receive training about protecting the clients from abuse but there is a need for the procedure to be updated so that it provides clear guidance in the event of an allegation of abuse being made. EVIDENCE: The Home has a complaints procedure which is available to clients, relatives and other stakeholders. The Commission has not received any complaints about this service. The views of the clients are sought by staff on a daily basis about a range of everyday issues and staff meet with them individually to review their care plan on a monthly basis. These processes provide opportunities for clients to raise any concerns that they may have. The Home has a book in which comments and suggestions can be recorded along with any action taken to meet them. The staff receive training with regard to the protection of vulnerable adults within their induction to the organisation. As previously mentioned in this report it is recommended that the Manager knows what the format and content of training that agency staff have about this issue. 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 17 The Home has a copy of the old version of the organisations Protection of Vulnerable Adults (now known as Safeguarding Adults) policy/procedure as well as a copy of the Norfolk Adult Protection protocol. It is required that the Homes Safeguarding Adults procedure is updated so as to provide accurate information for staff. 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 18 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. JUDGEMENT – we looked at outcomes for the following standard(s): 24 and 30 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. The Home provides comfortable and homely accommodation for the clients but would benefit from some updating. EVIDENCE: The communal areas of the Home were seen during the visit to the Home and one of the clients showed the Inspector their bedroom. Clients are encouraged to personalise their rooms and each has a hand basin. None of the bedrooms are en-suite. The Home has a shared bathroom, kitchen and lounge/dining room. There is also a second toilet, additional rooms from the kitchen for food and laundry storage and a small office area. There is a small garden to the rear and side of the Home and a shingle drive to the front for parking. 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 19 The lounge/dining area provides comfortable accommodation for the clients but the staff use a bed settee in the lounge for sleep ins which reduces the privacy for both clients and staff. It is recommended that the bathroom and kitchen are upgraded as both would benefit from redecoration and refurbishment. It is required that the broken kitchen cupboards are mended/replaced and that the electrical sockets which are cracked or surrounded by cracked tiles are replaced. It is also required that the oven door is mended. 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 20 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. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 33, 34 and 35 Quality in this outcome area is adequate This judgement has been made using available evidence including a visit to this service. The staff receive relevant induction and training to carry out their roles. The Home is still using agency staff on a regular basis although these are usually staff who know the clients as they are working at the Home on a regular basis. Staffing levels are adequate to meet the basic needs of the clients but there are limited opportunities for clients to access leisure activities at weekends/bank holidays. The Home follows appropriate recruitment procedures but are some minor omission within the records required to be kept about staff. 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 21 EVIDENCE: As previously mentioned in the report there is always one member of staff on duty at a time. There are currently vacancies within the team but interviews take place next week for the Team Leader position and a new member of staff is undertaking their induction to work at the Home. Clients said that they know the agency staff who work at the Home as they regularly work there. According to records provided by the Training Manager all of the staff who work at the Home, apart from the new member of staff, have completed training with regard to First Aid, Food Hygiene and Protection of Vulnerable Adults. The Home also meets the standard of 50 of staff having completed NVQ Level 2. The member of staff on duty at the time of the visit communicated well with the clients. There was lots of conversation and interaction between the clients and the staff taking place. There was a relaxed and pleasant atmosphere in the Home. The Manager said that although team meetings do not take place on a regular basis there is one booked for the following week. As the staff team is so small they see each other on a fairly regular basis and use a communication book to try to ensure that all staff are kept informed of any issues affecting the clients or the running of the Home. As previously mentioned in this report, it is recommended that there is additional staffing at weekends/bank holidays. Currently there are enough staff to meet the basic needs of the clients but they have little choice about how they spend their leisure time at weekends/bank holidays and have reduced opportunities for accessing community facilities at these times. There are some minor omissions of information required to be kept by regulation within the recruitment files. It is required that the information listed in Schedule Two is kept for all members of staff. 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 22 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. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 38, 39 and 42 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. The Manager provides good support to the clients and the staff team The ways in which the quality of the service is monitored and the results of this need to be brought together into an annual quality assurance report The health and safety needs of the clients and staff are considered with steps taken to reduce risks. However, a fire risk assessment needs to be carried out. 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 23 EVIDENCE: The Manager has managed this Home and two others within the organisation for several years. She has almost completed the Registered Managers Award and has attended other, mandatory, training. The clients said that they see the Manager regularly and that she spends time with them. Staff said that the Manager is supportive and always available if they want to speak to her. The team leaders post is currently vacant with interviews for this post taking place shortly. The team leader will then carry out the day to day running of the Home under the direct supervision of the Manager. The Managers of the organisation take part in an on call system so that staff are able to speak to a manager at any time, 24 hours a day. The views of the clients are sought on a daily basis about a range of issues and the care plans are reviewed on a monthly basis with the involvement of the clients. The organisation has recently started to send questionnaires to relatives and health/social care professionals to seek their views about the service provided. The different quality assurance strands now need to be brought together into an annual quality assurance report and a copy sent to the Commission. A requirement is made about this. The organisation is not carrying out monthly visits to the Home as per Regulation 26 and a requirement is made about this. The Home has smoke detectors and emergency lighting and these are checked on a regular basis with records kept. Staff have received fire safety training. A requirement is made for a fire risk assessment to be carried out. 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 24 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 2 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 2 ENVIRONMENT Standard No Score 24 2 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 2 34 2 35 3 36 X 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 X 12 3 13 2 14 2 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 2 X 3 3 2 X X 2 X 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 25 no Are there any outstanding requirements from the last inspection? 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 YA1 Regulation 4 Requirement It is required that the Statement of Purpose contains the information listed in Schedule One of the Care Homes Regulations It is required that the Service User Guide and the contract contain the information in Regulation Five It is required that the medication procedure is accurate It is required that the Safeguarding Adults procedure is updated It is required that the following maintenance is carried out: - kitchen cupboard doors mended - broken tiles around electric sockets mended - broken electric socket mended - oven door mended or replaced It is required that information listed in Schedule Two is kept for all members of staff It is required that monthly visits are carried out as per Regulation 26 and that a report is sent to the Commission It is required that an annual DS0000068110.V327632.R01.S.doc Timescale for action 28/02/07 2 YA5 5 28/02/07 3 4 5 YA20 YA23 YA24 13 (2) 13 (6) 23 (2) 28/02/07 28/02/07 28/02/07 6 7 YA34 YA39 19 26 28/02/07 31/01/07 8 YA39 24 30/04/07 Page 26 2 Lloyd Road Version 5.2 9 YA42 13 (4) quality assurance process is carried out and that the report is sent to the Commission It is required that a fire risk assessment is carried out for the Home. 31/01/07 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 2 3 Refer to Standard YA5 YA6 YA35 Good Practice Recommendations It is recommended that the contract is in a format which the clients are able to understand It is recommended that additional staff are employed at weekends/bank holidays It is recommended that the Manager is aware of the content of the training that agency staff receive 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Norfolk Area Office 3rd Floor Cavell House St. Crispins Road Norwich NR3 1YF 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 2 Lloyd Road DS0000068110.V327632.R01.S.doc Version 5.2 Page 28 - 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!