Inspection on 24/01/07 for 85 Highfield Avenue

This inspection was carried out on 24th 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 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

85 Highfield Avenue 30/10/08

85 Highfield Avenue 05/10/05

85 Highfield Avenue 28/06/05

85 Highfield Avenue 13/01/05

85 Highfield Avenue 15/07/04

Similar services:

Hillview Farm

Dalewood Respite Care

Orchard,The

REACH Upton Court Road

Fairways

Treloar College

Pinta

Kestrel House, St Anne`s Opportunity Centre,

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

CARE HOME ADULTS 18-65 85 Highfield Avenue Aldershot Hampshire GU11 3DA Lead Inspector John Vaughan Unannounced Inspection 24th January 2007 10:00 85 Highfield Avenue DS0000011850.V324742.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 85 Highfield Avenue DS0000011850.V324742.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. 85 Highfield Avenue DS0000011850.V324742.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service 85 Highfield Avenue Address Aldershot Hampshire GU11 3DA 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) 01252 350677 None United Response Ms Beverley Hilton Care Home 6 Category(ies) of Learning disability (6) registration, with number of places 85 Highfield Avenue DS0000011850.V324742.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 5th October 2005 Brief Description of the Service: 85 Highfield Avenue provides a service for up to six younger adults with a learning disability. Staffing is provided twenty-four hours a day. Service users are encouraged to maintain their independence and rules are kept to a minimum. Visitors are welcome and service users’ families are encouraged to play an active part in their relative’s life where appropriate. The home has well-established links with local general practitioners and community nursing team to support and enhance the service provided. The home has been developed and managed by United Response and is well established in the local community. The home is situated in a residential area on the outskirts of Aldershot. Transport facilities are provided for service users to access local facilities and larger towns in the area. The weekly fees for living in this home range from £948 to 965. 85 Highfield Avenue DS0000011850.V324742.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The inspector met with service users, staff members and the manager during the visit to the home, which took place over one day. During the visit the inspector spoke to service users about their experiences of the home, observed service users and staff, sampled records, had a group meeting and individual meetings with staff and toured the home assisted by the manager, staff and service users. In preparation for this visit the inspector also examined information obtained about the service including incident reports, regulation 26 reports and the most recent inspection reports on the home. What the service does well: Service users benefit from a well developed and varied activity programme that has been put together based on their individual needs and interests. Service users told the inspector about activities they enjoyed which included shopping, swimming and flying a plane. Very well developed care plans support the service users with their assessed needs and these are reviewed with the individual regularly. The home has a very comfortable and relaxed atmosphere and service users and staff talked openly together. The inspector saw positive contact between the staff and service users. A varied an appealing menu is offered to service users reflecting their need and choices. The home is clean and tidy and free from any unpleasant smells. Rooms are light and bright and have been decorated to a good standard. Service users told the inspector that they felt very happy with their private rooms which remain private at all times. The home provides a good staff level to meet the needs of service users and these staff are supported to develop their skills through an excellent training and development programme. 85 Highfield Avenue DS0000011850.V324742.R01.S.doc Version 5.2 Page 6 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. 85 Highfield Avenue DS0000011850.V324742.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 85 Highfield Avenue DS0000011850.V324742.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 and 4 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The practices of the home demonstrate that potential new service users receive a full assessment of their needs and have the opportunity to visit the service and get to know the home before they move in. EVIDENCE: Although there have been no new admissions in some time to this home the inspector was able to confirm that a full assessment and multi disciplinary approach in taken by the service when offering a placement to a potential new service user. Three service user’s files were examined and these contained evidence of the assessment of each person’s needs. This was also supported by documentation and reviews form care managers, community learning disability team specialists and consultants. The plans are reviewed on a regular basis with the individual and their representatives to make sure the persons needs are responded to. 85 Highfield Avenue DS0000011850.V324742.R01.S.doc Version 5.2 Page 9 The inspector spoke to staff about the process of moving into the home and this confirmed that service users have time to visit the home, meet other service users and stay for a trial period. 85 Highfield Avenue DS0000011850.V324742.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 practices of the home demonstrate that service users are supported by a very detailed service user’s plan that is based on their needs and wishes, regularly reviewed and encompasses risk assessment strategies to keep each person safe. EVIDENCE: Each of the files that the inspector examined had a detailed support plan. The plans covered the assessed needs of the person and how to respond to these needs. The inspector looked at “agreed working practices” for each service user, which document the approach taken to be successful in meeting their needs. The inspector spoke to the key worker of one service user who was able to demonstrate a sound knowledge of the plan and how to support the individual. 85 Highfield Avenue DS0000011850.V324742.R01.S.doc Version 5.2 Page 11 Particular support plans include communication profiles, personal care, mobility, relationships, managing anxiety and aggression. These plans are linked to risk assessment areas to keep service users safe. The risk assessments cover everyday activities and events that service users take part in including bathing, community access, using the kitchen equipment, gardening and physical aggression. The home has worked in partnership with the service users and care managers, community nurses and consultants to develop clear strategies to support service users with specific needs in managing aggression, communication and dementia. Innovative methods have been used to support one person with redirecting their anxiety and the service user took the inspector to see areas in the home that have been set aside for the individual to vent their frustration. The manager and staff said that this intervention has been very beneficial to the individual and other people living in the home. The person’s confidence and communication has developed and the behaviour has significantly reduced. Another file examined by the inspector detailed support strategies for a service user with dementia, the inspector saw evidence of multi-disciplinary meetings to develop a support pathway for the person and it was noted that the staff team have been complimented on their commitment and consistent support by the consultant and community team. The approach of the home to planning support is person centred, files contained evidence of established circles of support, documented strategies based on assessed needs involving the person and their representatives. The inspector had an opportunity to meet a family member during the visit and they were very positive about the support their relative receives. 85 Highfield Avenue DS0000011850.V324742.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 and 17 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 to take part in regular and meaningful activities in keeping with their identified needs and wishes and this is enhanced by regular contact from family and friends. The practices of the home ensure service users are supported in sensitive and valuing ways. The home ensures that service users have a varied and balanced diet. EVIDENCE: On the day of the visit a service user was supported by two staff members to go out swimming. The approach to supporting this person has to be very flexible, as they cannot cope with planning activities as this causes anxiety. 85 Highfield Avenue DS0000011850.V324742.R01.S.doc Version 5.2 Page 13 The person’s plan was seen and a large amount of suggested activities are set out, which staff offer these at short notice. Through working with the individual the team have established the most successful way of supporting the service user to engage in meaningful activity. Each of the service users has an activity plan that sets out their activities for the week. These are kept under review on a participation monitoring record to ensure service users take part in regular and suitable activities. The inspector talked to staff and service users about their experiences living in the home and this confirmed that the plans reflect the actual activities that service users take part in. These included music and dance sessions, community activity shopping, trips to clubs, pubs and restaurants, horse riding, swimming and sessions at a sensory suite. A service user told the inspector how they took part in an activity that had been an ambition of theirs for a long time. During the summer they took a flying lesson and shared their experience through photographs of the event. The home was relaxed and service users were observed using all parts of the building. The privacy of service users was noted in care plans and staff were seen knocking on doors and asking for permission to enter service users bedrooms. Staff explained to the service user what the inspector was in the home for and sought agreement to access personal information with them. Service users looked to staff members for support throughout the day and the manner in which this support was give was seen to be positive, sensitive and in keeping with the information the inspector had seen on individual support plans. The inspector spoke to a relative who confirmed that there are no restrictions on visiting the home and they have always been made to feel welcome. Communication is very good and they are kept informed of any important changes in accordance with their relative’s wishes. Service user’s plans contain information on family contacts and important relationships and staff spoke about how they support people to keep in touch. A menu plan was available in the home to demonstrate that service users are offered a wide range of meals and on the day of the visit a service user was supported to prepare lunch, which consisted of sandwiches chosen by the individual. The inspector observed service users eating their lunch in the dinning room in an unhurried manner and one service user said that they enjoyed their meals. 85 Highfield Avenue DS0000011850.V324742.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 home provides support for service users to access health Care professionals to meet their needs. Personal support is given in a way that respects the privacy and dignity of the individual. The homes practices in the administration and recording of medication meet service users needs however some slight amendments to records are needed to accurately reflect the administration of some medication. EVIDENCE: Each person is registered with a general practitioner and records are kept of all appointments. Evidence was seen to confirm that service users are supported to attend medical appointments and maintain their health needs. Files examined by the inspector contained updated health assessments. Medication records were examined and found to be generally well completed however two items seen recorded on the medication administration record 85 Highfield Avenue DS0000011850.V324742.R01.S.doc Version 5.2 Page 15 need to be followed up with the GP and altered to reflect the correct prescription. A medication only given when required has been printed as needing daily administration and medication given for pain relief when required has been missed of the record. Medication is stored securely in a suitable medication trolley, which remains locked and secured to the wall. Staff have undertaken training and assessment before they can administer medication to service users. 85 Highfield Avenue DS0000011850.V324742.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 home can demonstrate that the views and concerns of service users, their families and representatives would be documented and acted upon and the practices within the home mean that service users are protected from abuse. EVIDENCE: A policy and procedure is in place for responding to complaints within the home. A complaints log is in place and the inspector examined the record to confirm that there have been no complaints since the last inspection. The home also provides a more accessible format with pictures for service users to understand how to make a complaint. Service users commented that they have good relationships with staff members who help them with any concerns and a relative said that they knew who to speak to if they had any concerns and they had received a copy of the complaints procedure. The inspector spoke to staff about the actions they would take to raise concerns and they were aware of how to make the manager and senior staff aware of concerns, complaints and allegations. Staff have attended training in adult protection. 85 Highfield Avenue DS0000011850.V324742.R01.S.doc Version 5.2 Page 17 Monies that are held on behalf of service users are stored securely in a separate container for each person. A record of all transactions is maintained and receipts are obtained for any purchases. Staff are required to check and balance these monies on a daily basis and report any discrepancies to the manager. A check of these monies was carried out during the inspectors visit. 85 Highfield Avenue DS0000011850.V324742.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. Service users benefit from a comfortable home enhanced by individually personalised private rooms. The overall service would benefit from a refurbishment and repair of the kitchen and attention is needed to repair the flooring in the utility room. EVIDENCE: The inspector toured the home assisted by a service user and the manager. The home is clean, tidy and free from any unpleasant smells. Two service users let the inspector view their private rooms. These rooms were decorated to their personal tastes with pictures, posters and personal items. Both rooms had good levels of equipment televisions, DVD, CD players and radios. Service users have access to keys to their rooms and can choose 85 Highfield Avenue DS0000011850.V324742.R01.S.doc Version 5.2 Page 19 to keep their rooms locked when out of the home. A service user said that they were very pleased with their room and had everything that they need. The home is generally well maintained and had good furniture in the communal areas. The kitchen is showing signs of age and staff agreed that it is worn out. Some drawers are missing and running repairs to cupboards are evident. The area needs to have attention to improve the part of the home. The manager stated that this has been raised as part of the service development and improvement plan and they are negotiating with the housing association for a replacement. The home has a garden with seating for service users who enjoy sitting out in the warmer weather. The utility room contains the laundry facilities and the manager stated that these machines continue to meet the services needs. The floor is uneven and moves when entering the room. The manager stated that the floor is rotten and this has resulted in the floor covering cracking and lifting. This not only means that the floor cannot be cleaned properly it also has the potential to be a trip hazard if not attended to. 85 Highfield Avenue DS0000011850.V324742.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 and 36 Quality in this outcome area is excellent This judgement has been made using available evidence including a visit to this service. A extremely well trained and committed staff team who are regularly supervised and encouraged to develop their skills supports service users this is further enhanced by a programme that adapts and responds to the changing needs of service users. A thorough recruitment procedure is in place to protect service users. EVIDENCE: The inspector examined the staff recruitment and training records. The inspector also looked at the day-to-day staffing in the home and the supervision and support staff members receive to carry out their roles. The inspector examined the records for staff who have started since the last inspection. All information was found in each file including an application form, two written references and proof of identity. 85 Highfield Avenue DS0000011850.V324742.R01.S.doc Version 5.2 Page 21 Details of the individuals Criminal Records Bureau (CRB) and Protection of Vulnerable Adults (POVA) register checks are on file and staff who started work with a POVA check remain supervised until the CRB has been returned. Staff training records were examined this provided evidence to confirm that staff are undertaking training and development relevant to their work. Staff have undertaken an induction and foundation course in line with the Learning Disability Awards Framework (LDAF) however the inspector was informed that the organisation have now adopted the new common induction and foundation standards set out by Skills for Care. Five staff have obtained a National Vocational Award (NVQ) at level 3, three staff are registered for the NVQ 3 and three staff are completing their assessor awards. New staff are beginning complete their induction and foundation training before being put forward for the NVQ award. A well-established training programme ensures that staff undertake training in moving and handling, fire safety, food hygiene, health and safety and first aid. Staff members have also attended training in dementia to support a service user whose needs are changing. An extensive range of additional training is also provided for staff including communication, epilepsy, autism, MAKATON, care of medicines, equality and diversity, and health action planning. Coping with loss and bereavement training was also provided was also included in the staff training programme. Discussions with staff members confirmed that they feel very well supported through formal and informal supervision and that they are encouraged to develop their skills and abilities. The supervision record confirmed that staff are consistently supervised. The inspector was told that new staff are able to shadow more experienced staff to develop their confidence and skills. 85 Highfield Avenue DS0000011850.V324742.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. The home is well managed and communication systems ensure staff are fully aware of their roles in supporting service users. It is essential that the additional hours of management support be maintained to ensure these high standards are maintained. The home is developing systems to ensure the views of service users and their representatives influence the running of the home. The effectiveness of these systems will need to be assessed at future inspections. The home is generally well maintained and equipment is serviced to keep everyone safe. EVIDENCE: 85 Highfield Avenue DS0000011850.V324742.R01.S.doc Version 5.2 Page 23 Since the last inspection of the home there have been changes to the management arrangements. The registered manager is now responsible for another service and splits their time equally between the two. The home has an assistant manager who maintains the management input in the absence of the registered manager and the inspector took the opportunity to talk to this person about their role. The assistant manager is given some time out of the rota to carry out their management role and they will be taking on further responsibilities including the supervision of staff. The inspector was told that they have a day and a half to do this work. The manager is in the home twice in one week and three times the next week and it is essential that the assistant manager is freed up sufficiently to cover the remaining management hours to maintain the standards in the home. The home has regular visits under regulation 26 and copies of these reports are held in the home. The manager stated that they have not carried out a survey involving service users and they are working on developing a format that is meaningful to the group of people living in the home. The manager also said that they are also exploring house meetings, as they don’t take place in the home. A staff meeting took place during the visit and the inspector attended the meeting were a number of subject where discussed including communication, charity events, supporting service users to plan for holidays and training. A new development process has started and this is called Path planning, the manager said that this looking at service development and service user involvement. The impact of these developments will be assessed at future inspections of the service. The inspector confirmed by examining the homes servicing records that the alarm system has been serviced regularly. Weekly alarms tests are completed and fire drills are undertaken. Staff training in fire safety is up to date. 85 Highfield Avenue DS0000011850.V324742.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 3 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 3 25 X 26 3 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 3 35 4 36 3 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 X X 3 X 85 Highfield Avenue DS0000011850.V324742.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. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations 85 Highfield Avenue DS0000011850.V324742.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW 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 85 Highfield Avenue DS0000011850.V324742.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!