Inspection on 21/11/07 for 82 Normandy Street

This inspection was carried out on 21st November 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 made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

82 Normandy Street 19/07/06

82 Normandy Street 15/12/05

82 Normandy Street 14/04/05

82 Normandy Street 18/10/04

82 Normandy Street 25/06/04

82 Normandy Street 05/06/03

Similar services:

21 High Street

Vale House

Chestnut Walk

The Old Vicarage

Cherwood House Care Centre

Ashley House

Ascot Nursing Home

Fountain View

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

CARE HOME ADULTS 18-65 82 Normandy Street 82 Normandy Street Alton Hampshire GU34 1DH Lead Inspector Tracey Horne Key Unannounced Inspection 21st November 2007 09:30 82 Normandy Street DS0000011566.V349797.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 82 Normandy Street DS0000011566.V349797.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. 82 Normandy Street DS0000011566.V349797.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service 82 Normandy Street Address 82 Normandy Street Alton Hampshire GU34 1DH 01420 549002 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) www.together-uk.org Together Working for Wellbeing Position Vacant Care Home 6 Category(ies) of Mental disorder, excluding learning disability or registration, with number dementia (6) of places 82 Normandy Street DS0000011566.V349797.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 19th July 2006 Brief Description of the Service: 82 Normandy Street is a three storey semi-detached building in a residential area of Alton. The town centre is nearby, and the property is on a main bus route through the town. The service is being managed on a temporary basis by Mr Peter Galloway. The home provides a comfortable, homely environment for six younger adults with mental health issues. Individual accommodation is arranged over two floors, each with a communal bathroom. Other communal areas include a comfortable sitting room, dining room, kitchen and laundry facilities with a well-maintained garden and small car park at the rear of the premises. The property also has an attic room, which currently is inaccessible to service users. The manager reported that the weekly fees for the home range from £730 to £760. 82 Normandy Street DS0000011566.V349797.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The purpose of the inspection was to assess how well the home is doing in meeting the key National Minimum Standards (NMS) and Regulations. The findings of this report are based on several different sources of evidence. These included an unannounced visit to the home, which was carried out on the 21st November 2007 between 09.30 and 14.30 by an inspector Mrs Tracey Horne. We had the opportunity to speak to service users and staff, look at records and observe interaction between people living and working at the home The people using the service prefer to be referred to as service users therefore the rest of this report will reflect this. The inspector received an Annual Quality Assurance Assessment (AQAA) from Mrs Elveta MacCready, who was the previous registered manager, prior to this inspection. The AQAA provided further evidence of how the home is meeting the Key National Minimum Standards. The Commission for Social Care Inspection (CSCI) sent feedback forms to service user, relatives, staff, care managers and healthcare professionals prior to this site visit. Two service users, two staff and a healthcare professional returned their surveys to the CSCI prior to this site visit, comments from these forms are reflected in this report. All regulatory activity since the last inspection was reviewed and taken into account. What the service does well: The home makes sure that the needs of service users are assessed before they move in, which ensures that they will be able to meet their needs. The care planning system in the home was very good and concentrated on identifying needs with service users and involving service users in how those needs would be met. It was clear that the care plans are used and referred to throughout the delivery of care in the home. Service users are supported to take part in activities they choose and independence is promoted. Service users are confident that any complaints will be taken seriously. 82 Normandy Street DS0000011566.V349797.R01.S.doc Version 5.2 Page 6 Staff receive comprehensive training and service users are confident that staff have the skills to meet their needs. All staff seen on the day of the visit demonstrated a skilled and sensitive approach to their work. 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 contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. 82 Normandy Street DS0000011566.V349797.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 82 Normandy Street DS0000011566.V349797.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. Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. A procedure for assessing the needs and aspirations of potential new service users is in place to ensure the home can meet the service users needs prior to admission. EVIDENCE: Mrs Elveta MacCready (the previous registered manager) completed the AQAA, which states that the home has its our own referral process which starts with the referral form, initial assessment (where a visit is made to people in hospital etc) and then go to a visit plan and induction period for each service user. Assessment are made from other professionals, this includes an up-to-date risk assessment. Two service users stated that they received enough information about the home to aid decision-making. One service user had moved to the home since the last inspection and their file showed that an assessment of need had been completed prior to moving into the home. 82 Normandy Street DS0000011566.V349797.R01.S.doc Version 5.2 Page 9 This assessment included details of the support that they need when they are mentally unwell, the spiritual and cultural needs of the service user and the support that is needed for them to develop their independence. 82 Normandy Street DS0000011566.V349797.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 excellent. This judgement has been made using available evidence including a visit to this service. Service users’ individual plans reflect their assessed and changing needs and personal goals. Practices within the home demonstrate that service users make decisions about their lives and are encouraged to take risks as part of an independent lifestyle. EVIDENCE: Mrs Elveta MacCready (the previous registered manager) completed the AQAA, which states that all service users have individual recovery plans. This includes four parts, personal, medical, social and cultural needs and progress made towards achieving them. Service user are fully involved in the assessmnet of needs, recovery plans, review processes and action planning. 82 Normandy Street DS0000011566.V349797.R01.S.doc Version 5.2 Page 11 Service users encouraged to make their own decisions even if those are not what staff would recommend or suggest. Recovery plans are backed up and supported by risk assessments. These allow for informed risk taking and take into account recommendations of other professionals. Keyworking meetings provide opportunities for service users to participate in the day to day running of the home and review this participation. All service users have got their individual risk assessments and a missing persons procedure. All information about the service users is kept in the office in secured locked cabinets. Service users keep their own recovery plans or ask for them to be kept in the office. We looked at three service user files, one of which with a service user who was very aware of what was included in their recovery plan. The plan had been reviewed monthly and the service user said they are fullly involved in how they wish staff to support them. Details of how service users make decisions are included in their recovery plans. Daily records demonstrate the support provided to help service users make decisions, setting out the various options and consequences. Three service users stated they always make decisions about what they do each day. Two service users decided to go into Alton for a coffee, they said they do this regularly and are feel free to come and go as they please, they just inform a member of staff where they’re going. Risk assessments seen had been developed in a positive way to enable service users to carry out activities of their choice. Any restrictions to activities are agreed with service users. 82 Normandy Street DS0000011566.V349797.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 excellent. This judgement has been made using available evidence including a visit to this service. Service users are able to make choices about their life style, and are supported to develop their independence. Social, cultural and recreational activities meet individual’s expectations. Service users enjoy their meals and receive a well balanced and varied diet. Service users’ rights and responsibilities are recognised. EVIDENCE: Mrs Elveta MacCready (the previous registered manager) completed the AQAA, which states that service users are encouraged to attend training, employment, locally and national activities, including conferences and events like Menatl helath day, football tournament etc. Service users have full access to dieticians, therapists and counsellors as necessary and if required. All service users have regular weekly contact with their families and any restrictions are reviewed and monitored regularly. 82 Normandy Street DS0000011566.V349797.R01.S.doc Version 5.2 Page 13 Two service users attend local college, one has been supported to find employment and another one is looking for employment. One service user attends a local mental health group and a day centre and another one goes weekly to London (with staff support) to attend training for service users. One service user is supported to go to swimming and another one to the gym. Service users have organised their own holidays with staff or families recently. Service users said they prefer to find their own entertainment outside the home. Two service users are supported to access the internet for their own development and also to access friendship sites. This has been fully monitored by staff to avoid any risks. Service users said they decide what to do each day, they come and go with no restrictions, plan, budget and buy their own groceries and prepare their own meals. There are no set meal times and there are no menus at present as the service users do their own individual cooking. One service user said meal times depend on what activity they are doing, which makes it flexible to suite them. Daily records are kept of food eaten to ensure a healthy, balanced diet is maintained. 82 Normandy Street DS0000011566.V349797.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. Service users’ receive health & personal care on an individual basis. Service users’ health needs are met and progress is being made to enable service users to control their own medication where appropriate. EVIDENCE: Mrs Elveta MacCready (the previous registered manager) completed the AQAA, which states that service users are fully independent and look after themselves with minimum advise from staff. There is no set time for getting up or going to bed, for bathing or any other activity. Everyone suits themselves and chooses their own clothing, hairstyle etc with no interference from staff. Service users confirmed this. We observed staff gaining entry to service users bedroom only if the service user was present. Service users confirmed staff maintain their right to privacy. 82 Normandy Street DS0000011566.V349797.R01.S.doc Version 5.2 Page 15 Service users have got good links with their General Practitioner (GP) and other health professionals, with support from staff where necessary to attend appointments. One service user said she prefers staff to accompany her to specialist appointments but likes to attend the GP by herself. Records showed that it had been recommended by an Occupational Therapist that a service user have access to a shower instead of a bath. This recommendation was made in August 2006. Mr Galloway was not aware of the assessment and any action that had been taken to address it and said he would discuss this with his manager. The service user has continued to use the bath as no action has been taken. Service users are encouraged to be fully active in every stage of medication, from taking repeat prescriptions to surgery to collecting medication and then they are the second person signing for when medication is administered. Currently no service user self medicates their medication, but some service users are being observed by staff to administer their medication, as they are in the process of being assessed to self medicate. 82 Normandy Street DS0000011566.V349797.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. Service users feel able to air their views and make complaints. The policies and procedures used in the home, and the training staff have received protect service users from the risk of abuse EVIDENCE: Mrs Elveta MacCready (the previous registered manager) completed the AQAA, which states that the home has a clear complaints procedure. Service users have their own copy. Keyworkers cover this procedure during keyworking meetings. Each service user has a budgeting agreements in their file, the home do not keep service user’s money, but if it is risk assessed to do so, accuarate records are kept. There have been no complaints in the past year. The complaints record, and staff confirmed this. One service user said they would talk to staff, especially their keyworker if they were not happy about something, and were sure it would be taken seriously and be delt with appropriately. All staff have attended Protection Of Vulnerable Adults (POVA) training recently and policies on protection from abuse and leaflets are available. Staff training 82 Normandy Street DS0000011566.V349797.R01.S.doc Version 5.2 Page 17 records comfirmed this. The home have not had any safeguarding adult referrals. 82 Normandy Street DS0000011566.V349797.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 & 30. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Service users would benefit from improvements being made to the time it takes to ensure the home is maintained appropriately to provide a comfortable, homely environment. Service users would benefit from some areas of the home being refurbished. EVIDENCE: Mrs Elveta MacCready (the previous registered manager) completed the AQAA, which states that the home is well accessible and safe. All the bedrooms are furnished to the taste of the service user and have been recently decorated. The home have encountered many problems with the housing association not making repairs to areas in the home when requested. 82 Normandy Street DS0000011566.V349797.R01.S.doc Version 5.2 Page 19 During a tour of the home one bedroom had a very obvious damp problem, the ceilling, walls, furniture and soft furnishings were covered with mould. The service user said a fan had been fitted to one of the walls, and it is only recently that the problem has re occurred. Records showed the home first reported the problem in December 2003, and again most recently a few days ago. The radiator in this bedroom was reported not to be working too, the service user said they don’t like a hot room, but this may be contributing to the damp problem. We asked Mr Galloway what action the home were going to take in the mean time to reduce the affects of the mould, he confirmed a strict cleaning programme will be in place to target the mould in this bedroom until a perminant solution is reached. The lounge was previously used as a smoking room and there is evidence in the form of odour and stains to show this. The carpet has cigarette burns and despite cleaning the walls, tobacco residue remains. Service users prefer to keep the home clean and tidy by working to their cleaning rota, which generally works well. 82 Normandy Street DS0000011566.V349797.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. Service users are supported by staff that are skilled, competent and in sufficient numbers, and are protected by the home’s recruitment practices Staff are trained to meet individual’s specific needs. EVIDENCE: Mrs Elveta MacCready (the previous registered manager) completed the AQAA, which states that the home have a good solid staff team, who have got experience in the field of mental health and maintain high training standards. Mr Galloway said that all staff employed at the home have achieved the National Vocational Qualification (NVQ) level two or above, which exceeds the NMS by 50 . Service users said that the home employ male and female staff, which they liked as there is a mix of service users. We found that during the inspection staff were confident and competent, were clear about their roles and responsibilities and are confident Mr Galloway will provide clear leadership until a new manager is appointed. 82 Normandy Street DS0000011566.V349797.R01.S.doc Version 5.2 Page 21 The recruitment policy ensures equal opportunities and protection of service users. All new staff are Criminal Records Bureau (CRB) checked and will not start in employment without two references and the enhanced CRB check. All staff coming from an agency have been CRB checked too and have received appropriate training. Mr Galloway confirmed no new staff have been recruited since the last inspection. All new staff will complete Common Induction Standards, in line with national guidelines for good practice. All staff have their own training plans and all mandatory training (such as Health and safety, moving and handling, first aid, food hygiene, fire training and infection control) is up-to-date. Records seen confirmed this. All other training is accessed internally or externally and fits the needs of the changing service user group, this includes: mental health legislation, the recovery model of mental health, personality disorders, hearing voices, violence and aggression, adult protection, risk assessment, lone working and personal safety. Service users spoken with said that they thought staff had the right skills to meet their needs. Staff spoke enthusiastically about the training they receive and felt it enables them to do their job. One member of staff said ‘I always seem to be updating my training.’ 82 Normandy Street DS0000011566.V349797.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 and 42 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. Service users benefit from living in a well run home. Service users views are fully considered within the home’s quality assurance processes and are protected by the home’s Health and Safety policies and practices. EVIDENCE: Mrs Elveta MacCready (the previous registered manager) completed the AQAA, which stated that at the time a registered manager was in post. Since then the manager resigned and an acting manager is in place until a new manager is appointed. 82 Normandy Street DS0000011566.V349797.R01.S.doc Version 5.2 Page 23 Service users said their views and opinions are sought and taken into consideration by staff working at the home, either formally in meetings or informally by discussion with staff. The home receives monthly Regulation 26 visits by a responsible person. Records of the three most recent visits were looked at to see if the issues mentioned earlier in this report regarding the environment had been looked at. The records did not show that the environment was looked at as part of these visits and Mr Galloway was not sure where any such monitoring information would be held. Questionnaires are given to service users, families and other professionals to obtain their views of the home. The information gathered is collated and used to develop a plan to further improve the service provided and is presented to service users and other stakeholders at an event outside the home where there is the opportunity to put questions to the manager and area manager. Service users attend a monthly meeting held at the home, a service user usually chairs this. One service user said they have regular meetings with their keyworker to discuss their recovery plan and anything else they wish to discuss. Records seen showed that all equipment is regularly serviced. All staff has received health and safety training and workplace risk assessments were in place and are regularly reviewed. 82 Normandy Street DS0000011566.V349797.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 3 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 2 25 X 26 X 27 X 28 X 29 X 30 2 STAFFING Standard No Score 31 X 32 4 33 X 34 3 35 4 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 4 4 X 4 X LIFESTYLES Standard No Score 11 X 12 4 13 4 14 X 15 4 16 4 17 4 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 4 3 3 X 3 X 3 X X 3 X 82 Normandy Street DS0000011566.V349797.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 YA 24 Regulation 23.2 (d) Requirement The provider must ensure the lounge is reasonably decorated and free from tobacco/cigarette stains. The provider must ensure that bedroom ceilings, walls and furnishings are free from mould and damp. Timescale for action 21/01/08 2 YA 24 23.2 (d) 21/01/08 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations 82 Normandy Street DS0000011566.V349797.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Maidstone Office The Oast Hermitage Court Hermitage Lane Maidstone Kent ME16 9NT National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email:inspection.southeast@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 82 Normandy Street DS0000011566.V349797.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. 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