Inspection on 13/06/07 for 267 Old Shoreham Road

This inspection was carried out on 13th June 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 there to be outstanding requirements from the previous inspection report. These are things the inspector asked to be changed, but found they had not done. The inspector also made 3 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

267 Old Shoreham Road 19/10/06

267 Old Shoreham Road 20/10/05

267 Old Shoreham Road 05/05/05

Similar services:

Thorndene

Insight - Eastchurch

Southfields

Magenta

Seabourne House

33 St John`s Church Road

Dovedale Court

Lyncol House

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

CARE HOME ADULTS 18-65 267 Old Shoreham Road Portslade East Sussex BN41 1XS Lead Inspector Merle Blakeley Key Unannounced Inspection 13th June 2007 10:30 267 Old Shoreham Road DS0000058271.V337955.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 267 Old Shoreham Road DS0000058271.V337955.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. 267 Old Shoreham Road DS0000058271.V337955.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service 267 Old Shoreham Road Address Portslade East Sussex BN41 1XS 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) 01273 295477 01273 295478 Lou.Aish@southdowns.nhs.uk www.fosteringinbrightonandhove.org.uk Brighton & Hove City Council Louise Sarah Aish Care Home 3 Category(ies) of Learning disability (0) registration, with number of places 267 Old Shoreham Road DS0000058271.V337955.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 19th October 2006 Brief Description of the Service: The home is set in a residential area of Portslade, on a main road. The building is semi-detached and has three storeys, with the office and staff sleeping in rooms on the top floor. The home is domestic in scale and is situated near local shops and amenities. Hard standing parking space is available at the front of the home. The home can accommodate up to 3 people with learning disabilities who are physically able. Each person has their own individually decorated bedroom and shared communal space, a lounge, kitchen/dining room and bathroom facilities. The home was designed around the needs of the current 3 people but one bedroom has been adapted to reduce noise levels that no longer meet the standard. Service users pay contributions towards their care and these are currently from £49.65 to £75.40 per week. Transport costs range from £27.00 to £38.00 per week. More detailed information about the services provided at 267 Old Shoreham Road can be found in the home’s Statement of Purpose and Service User Guide - copies of these documents can be obtained directly from the Provider. Latest CSCI inspection reports are kept in the homes office. 267 Old Shoreham Road DS0000058271.V337955.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection was carried out over a period of six and a half hours on 13th June 2007. As well as this site visit information was also gained from a returned Annual Quality Assurance Assessment (AQAA) and feedback from two relatives. During the visit the inspector was able to spend some time with all three people who live in the home and also talk to several staff and the registered manager who facilitated the inspection. Document reading was also carried out and a health and safety check was conducted. Staff were observed throughout the day interacting with the three residents. What the service does well: What has improved since the last inspection? What they could do better: The home must address the long-term compatibility issues for two of the people who live in the home. This has been an ongoing issue, which the home must now deal with within the given timescale. 267 Old Shoreham Road DS0000058271.V337955.R01.S.doc Version 5.2 Page 6 One person’s bedroom still has four monitoring cameras mounted on the walls and as these cameras are no longer in use, they should be removed. The home must also ensure that the location of people’s bedrooms meet their individual and personal needs. There was a query as to whether one person may be better suited to having her bedroom located on the ground floor. It is also recommended that the home seek feedback from visiting professionals as part of their quality assurance programme, as this will provide another viewpoint on how the home is continuing to meet the needs of the people who live there. 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. 267 Old Shoreham Road DS0000058271.V337955.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 267 Old Shoreham Road DS0000058271.V337955.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): 2&5 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The assessments carried out in January 2007 have not addressed the compatibility issues. An easy read licence agreement has been produced. EVIDENCE: During the last inspection a requirement was made for the home to have assessments carried out on all three people that live there. This was to ascertain the suitability of their placements and whether the service was continuing to meet their needs. It was also requested that the compatibility of the three residents be assessed. Although these assessments were carried out in January 2007 they did not address the compatibility needs of the three people who live there. There is recorded evidence, which indicates that one of the residents becomes very stressed and nervous by the actions of one of the other residents. This resident’s does have regular physical episodes during the day in her bedroom and this can become stressful for the other person who has her bedroom on the same floor. There is one to one staffing in the home at all times and staff were seen to manage these episodes in a professional, understanding and caring manner. There is a particular routine that is followed to ensure the safety and dignity of the person involved. Some of the staff that were spoken to during the day did say that they felt concerned about the situation at times 267 Old Shoreham Road DS0000058271.V337955.R01.S.doc Version 5.2 Page 9 and wondered whether this was the right placement for the person. They also stated that it was quite a difficult situation for both residents. The home must address this compatibility issue as this reoccurring situation impacts on the lives of the two people who live there and there is a query as to whether this type of accommodation is meeting their individually assessed needs. Brighton & Hove Council have produced an easy read licence agreement for all three people and these agreements are awaiting signatures from family members. 267 Old Shoreham Road DS0000058271.V337955.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 & 9 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Care plans are informative and up to date and reviewed regularly. People are helped and supported to make informed choices in their lives. EVIDENCE: All three care plans were viewed and the information they contained was informative and relevant. Person centred care plans clearly detail the individual needs of each person. Risk assessments were also viewed and they were found to be comprehensive and up to date. All three people have had professional input from the behaviour support team, speech and language therapists and psychologists. Staff who were spoken to throughout the day were extremely knowledgeable about each person’s individual needs. It was discussed with the manager about how residents can make certain choices in their lives. Communication boards are used so that people can make their choices with pictures and symbols. Some of the residents are also able to make choices verbally or by signing. During the day the inspector was able to 267 Old Shoreham Road DS0000058271.V337955.R01.S.doc Version 5.2 Page 11 view people making choices and decisions about their daily lives. Staff were seen to support people in a very positive and sensitive manner during decisionmaking times, as this in itself can raise anxiety levels for some of the residents. The home does have restrictive practice guidelines for staff to follow as all of the people who live in this home have very challenging behaviour. During the past two years the home has gradually reduced the amount of restrictive practises that have been in place and recently the lock on a person’s bedroom door has been removed and the keypads for internal doors are no longer used. During the last inspection a requirement was made for the home to ensure that restrictive practises in one person’s room was kept under review. This person’s bedroom windows had been boarded over, so that only about a quarter of the window was visible. This had been done to protect the person from self-harming and was also carried out as a result of a complaint from a neighbouring house. The home has reviewed this situation and it has been decided to remove the boarding and return the windows back to normal. To protect the person in her bedroom during an episode of self -harming, the home will install shutters that can be closed just for the required period of time only. This will ensure that the person’s bedroom remains homely, light and airy, as currently it remains in half darkness. This room still contains five or six monitoring cameras, which are no longer, used and they must be removed. The front of the property still has electronically controlled gates and the manager will be looking into whether these are strictly necessary. People who live in the home are always accompanied out in the community by at least two staff members and records show that no one has left the home of their own volition. 267 Old Shoreham Road DS0000058271.V337955.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, 15, 16 & 17 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home effectively meets the lifestyle needs of the three people who live there. EVIDENCE: Each person is supported to take part in meaningful and appropriate activities throughout the week. Records and the communication boards show that people have quite a busy lifestyle and they attend various local day care centres, shopping trips, swimming, cinema, short courses, cooking and visits to different places of interest. Some residents like to help with meal preparations and help with their laundry. All three people are out and about in the community on a daily basis with staff. During the day the inspector observed all three people going out a various times of the day. One of the residents was going out with her advocate and two staff for lunch in Brighton. 267 Old Shoreham Road DS0000058271.V337955.R01.S.doc Version 5.2 Page 13 All three people retain contact with their respective families and are visited on a regular basis. One of the residents also goes to stay with her family on some occasions. During the day staff were seen to knock on doors before they entered and address each person by their preferred name. Staff also provide residents with discreet personal care. Staff continue to work very sensitively with all three people to ensure their anxieties are minimised. This is particularly evident during certain times of the day when one person’s behaviour has a direct effect on another. As mentioned previously the home needs to assess the compatibility of these people to ensure the lifestyle they receive remains in their best interests. The home has produced a four weekly rolling menu, which appeared healthy and well balanced. People can choose what they like for breakfast and lunch and there is a set menu for the evening meal. Other choices for meals are always available. Staff record all meals that are eaten. Staff prepare the meals and they said they were very aware of what each person liked and disliked regarding food. 267 Old Shoreham Road DS0000058271.V337955.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 & 20 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People receive personal care in the manner they prefer. People’s healthcare needs are well met by the home and medication is appropriately administered. EVIDENCE: All three people are supported with their personal care in the way that they prefer. All three people can manage their own bathing requirements with prompts and support from the staff. One person needs additional care in the bathroom due to a medical condition. All three people have access to a number of healthcare professionals such as behavioural support, psychologists, physiotherapists, chiropodists, opticians and their local GP, who the manager stated was very supportive. One person has an ongoing medical condition which staff are well informed about. They have all received training in the use of an Epilim. The home is also looking into the possibility of using of a sensor mattress for one of the residents. 267 Old Shoreham Road DS0000058271.V337955.R01.S.doc Version 5.2 Page 15 Medication records were checked and they were found to be in order. There was one medication error that was reported to the CSCI where a staff member had forgotten to administer a certain drug to one of the residents. The manager investigated the incident and two staff have received additional medication training. All residents are due to have their medications reviewed. 267 Old Shoreham Road DS0000058271.V337955.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 & 23 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has effective policies and procedures which protect vulnerable adults EVIDENCE: The home has produced a complaints policy and procedure in an easy read format. Three minor complaints have been received from family members. These complaints were discussed with the manager and it appeared that they arose from misunderstandings and miscommunications. These complaints had all been dealt with in a satisfactory and timely manner. The home has produced policies and procedures regarding the safety of vulnerable adults. All staff have received training in this topic. An adult protection investigation was held last year, however it did not involve the home but one of the day care centres that one of the residents attended. The outcome was unfounded and the person decided she no longer wished to attend the centre. One of the residents has some self-harming behaviours and a requirement was made for the home to regularly review the strategies that are in place to manage this behaviour. The manager stated that these strategies are reviewed with the support and advice of the Behavioural Support Team who the staff have been working closely with. Also the staff are committed to ensuring that they try to minimise this person’s level of anxiety, where possible. 267 Old Shoreham Road DS0000058271.V337955.R01.S.doc Version 5.2 Page 17 People’s finances were checked on the day and they were found to be in order. Each person’s moneybox is checked twice a day by staff. All monies taken out are recorded and receipts attached. The home needs to produce a policy and procedure regarding the safeguarding of people’s finances. 267 Old Shoreham Road DS0000058271.V337955.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, 25 & 30 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. One person’s bedroom needs to have restrictions removed. Overall the home was found to be clean and tidy. EVIDENCE: 267 Old Shoreham Road is a semi-detached property, which has three floors. There is a bedroom on the ground floor and two bedrooms on the first floor. There are two bathrooms, a lounge and a kitchen/dining room. The third floor contains the office and staff sleeping room. The home also has a pleasant rear garden, which residents enjoy using. Each person’s bedroom was discussed with the manager. One person has a bedroom in the front of the house, which faces a very busy main road. This person’s window has double-glazing and is never opened because the person is very sensitive to loud traffic noises. To compensate for the window not being opened she has an air conditioning unit in her room. The other person whose bedroom is on the same floor has part of her windows boarded up to protect 267 Old Shoreham Road DS0000058271.V337955.R01.S.doc Version 5.2 Page 19 her from self-harm and she also has four defunct monitoring cameras attached to the walls. The decision for the windows to be partly boarded up was taken at a disciplinary meeting, which involved the person’s family and advocate. As stated previously this room is to be redesigned with the removal of the boarding and of the monitoring cameras. The person in this room also experiences some behavioural episodes during the day, which causes varying levels of distress to the person in the nearby bedroom. It was discussed with the manager as to whether the home can look at the possibilities of relocating one of the people down to the quieter bedroom on the ground floor, which faces the rear garden. The home does need to look at the long-term compatibility issues for these two people. During the last inspection it was noted that people had their wardrobes locked which was considered a restrictive practice. This is no longer being carried out. All the other communal areas were found to be clean, tidy and homely. New carpets have been installed throughout the home. 267 Old Shoreham Road DS0000058271.V337955.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, 34 & 35 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home employs an experienced and committed staff team. Ten staff hold NVQ qualifications. All the staff receive a good level of training and supervision. EVIDENCE: The home employs a committed and experienced staff team some of whom have worked in this home since it opened in 2004. The normal rota for the home is to have four staff employed both mornings and afternoons and one waking and one sleep in staff member. Several staff were spoken to during the day and they appeared knowledgeable about each persons individual needs. They also stated that they felt the home was being well run and they felt well supported by the manager. Some staff also said that the team were very focused about their work and always went out of their way to help and support the people who lived here. Staff also appeared to work very well together as a team. There are seventeen permanent staff that work in the home and ten of them currently hold an NVQ qualification, which is very good. 267 Old Shoreham Road DS0000058271.V337955.R01.S.doc Version 5.2 Page 21 Several staffing recruitment files were viewed and they all contained the required information. Staff were asked about the level of training they receive and all responded positively. A staff training file has been set up by the manager and records showed that staff have attended courses in fire safety, adult protection, positive behaviour support, manual handling, first aid, food hygiene and the Disability Discrimination Act. Staff meetings are held on a very regular basis. 267 Old Shoreham Road DS0000058271.V337955.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, 39, 40 & 42 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is managed in an open, inclusive and supportive manner. The home has a quality assurance programme in place. EVIDENCE: The new manager became registered with the CSCI in April 2007 and she has obtained the NVQ Level 4 qualification and the Registered Managers Award (RMA). She also has five years experience of working in social care settings. Staff spoke very positively about how well the home was running since the new manager had been in post. They also stated that the home was well organised and that they felt well supported in their work. They also appreciated the fact that the manager was also a very ‘hands on’ person. The management approach of the home was seen to be open, inclusive and 267 Old Shoreham Road DS0000058271.V337955.R01.S.doc Version 5.2 Page 23 friendly. There was evidence that the manager had made some very positive changes to the home within the last few months. The home has a quality assurance programme that includes seeking feedback from family members. The home also completes a quality assurance monitoring form to check that performance indicators are being met. Regulation 26 visits are carried out and reports are provided from these visits. It will also be recommended that the home seek feedback from visiting professionals who have regular contact with the service and the people who live here. Brighton & Hove Council has produced a number of policies and procedures, however certain policies regarding service users finances and aggression towards staff were not available to be viewed on the day. Copies of these documents were sent to the inspector prior to finalising this report. A health and safety check was carried out during this visit and there were no immediate issues identified. An external company carried out a Fire Risk Assessment on the home in March 2007. The manager carries out quarterly health and safety checks on the home. Fire drills occur twice a year with the last one being held in February 2007. Staff have attended the appropriate health and safety courses. 267 Old Shoreham Road DS0000058271.V337955.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 X 2 2 3 X 4 X 5 3 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 2 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 3 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 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 3 3 X 3 X 267 Old Shoreham Road DS0000058271.V337955.R01.S.doc Version 5.2 Page 25 YES 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. 2. Standard YA2 YA7 Regulation 14(2)(a,b) Requirement Timescale for action 13/12/07 13/07/07 3. YA25 The home must specifically address the compatibility issues for two of the service users. 12 To ensure that the defunct (1)(a)15(1) monitoring cameras are (2)(b) removed from one of the service users bedrooms. 23(2)(a)(f) To ensure that all service users bedrooms meet their individual needs and requirements. 13/12/07 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. Refer to Standard YA39 Good Practice Recommendations That the service seeks feedback from visiting professionals as part of their quality assurance programme. 267 Old Shoreham Road DS0000058271.V337955.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Maidstone Local Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT 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 267 Old Shoreham Road DS0000058271.V337955.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!