Inspection on 18/01/08 for Albany House

This inspection was carried out on 18th January 2008.

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

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

Other inspections for this house

Albany House 08/02/07

Similar services:

Snydale Care Home

Abbey The

Larchfield Manor

Hawkhills

Beeches The - North Yorkshire County Council

The Grove Waltham

Carentan House

Ravensworth Lodge

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

CARE HOMES FOR OLDER PEOPLE Albany House 5 Woodlands Road Woodlands Doncaster DN6 7JX Lead Inspector Ian Hall Unannounced Inspection 18th January 2008 09:00 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address DS0000066529.V352186.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. DS0000066529.V352186.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Albany House Address 5 Woodlands Road Woodlands Doncaster DN6 7JX 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) 01302 723203 F/P01302 723203 admin@albanycare.co.uk www.albanycare.co.uk Albany Care Limited Anita Louise McTaggart Care Home 40 Category(ies) of Dementia - over 65 years of age (22), Old age, registration, with number not falling within any other category (18) of places DS0000066529.V352186.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. Total registration to include 18 beds for dementia Date of last inspection 8th February 2007 Brief Description of the Service: Albany House is a care home that provides personal care for up to 40 people who are aged over 65 years. There are 18 places for people whose care needs are those of an elderly person with dementia. The home is divided into 2 separate units that are joined by a short corridor. The areas are referred to as Albany House for the older people and Albany Court for people with dementia. Bedroom accommodation is mainly located at ground floor level. A further 7 bedrooms are located on the first floor which is accessible by means of a passenger lift. A copy of the last Commission For Social Care Inspection report is kept in the entrance hall for people to read. Information gained on the 18th January 2008 indicated the current fees range from £386.00 to £421.00 each week with additional charges are made for newspapers, hairdressing, chiropody and escort duties. These fee charges only applied at the time of inspection, more up to date information may be obtained from the manager of the home. DS0000066529.V352186.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 star. This means that the people who use this service experience good quality outcomes. The unannounced site visit undertaken as part of the inspection started at 07:55 am and concluded at 13:15 pm on the 18th January 2008. The site visit included a tour of the building, reading records, discussions with staff, visitors, people who live at the home and observation of the meals provided. We also met with the manager and other members of staff. In addition the inspection took account of information received about the service since the last key inspection on 4th February 2007. This included records of telephone conversations with staff, and events notified to CSCI. Prior to the site visit the home carried out a self-assessment of the service. This is called the annual quality assurance assessment (AQAA). People spoken with were happy to assist with the inspection. Comments were positive when describing the care and motivation of the staff, these included: “The staff are helpful in everyway”, “It’s excellent food”, I visit my mum every other day so I’m there quite a lot, I find the standard of care to be excellent, the staff are very caring”, “The staff are unfailingly friendly, courteous and helpful, I’ve never had to complain in the last 9 years”, “I live a long way from the home so the newsletters they send are very helpful so I can keep in touch with what’s happening”, “They treat mum with dignity and respect her privacy”. At the end of the site visit verbal feedback was given to two of the company directors and home’s manager. What the service does well: Albany House was well presented, clean and fresh smelling. We observed good interaction between the staff and people living at the home. Staff took every opportunity to maintain people’s independence and enable them to exercise choice. People’s care needs were clearly known and anticipated. Staff were heard and observed to offer people choice of meals, drinks and activities. DS0000066529.V352186.R01.S.doc Version 5.2 Page 6 The staff group were enthusiastic and keen to update and extend their knowledge and skills. 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. DS0000066529.V352186.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection DS0000066529.V352186.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 3, 6. People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence, including a visit to this service. The service provides people with detailed information so they can choose whether the home is the one for them. Detailed assessments ensure people’s needs can be met before offering them a place. EVIDENCE: An information pack is available that provides details of the standard of care and services available at Albany House. This includes useful information about staff, their qualifications, visiting the home, choosing meals, the laundry service and how to raise concerns. We checked three case files. Each contained a detailed needs assessment; this included such things as daily living, personal care, health care, social interests and areas of risk when appropriate. Whenever the need for specialist caring equipment had been identified this had been obtained prior to the person moving into Albany House. DS0000066529.V352186.R01.S.doc Version 5.2 Page 9 The assessment formed the basis for the initial care plan. People said they had been able to discuss their wishes and the type of help they needed before they made the decision to live at Albany House. Whenever possible people had been encouraged to visit and spend time at the home so they could meet members of staff and other people living at the home. This was confirmed by written entries in the case files. Copies of contracts, social work referrals and assessments were available and kept in the case file. DS0000066529.V352186.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9,10. People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence, including a visit to this service. Clear information is provided to guide staff meeting people’s needs. Staff ensure that people are able to access health services as they need them. Staff attitude and approach to care is based on respect for the person, this helps to safeguard and promote people’s rights and dignity. Staff work to the home’s policies for the administration of medication, this promotes the wellbeing of people who live at the home. EVIDENCE: Three people’s care records were examined. The format was being updated to combine all records within one folder. This has improved access to information saves time and avoids duplication. People’s care needs had been assessed. A range of recognised assessment documents had been used to measure people’s needs. These included mobility, mental ability, state of nutrition, and areas of risk such as falls. These provided a baseline for staff to measure people’s progress or increasing level of need. This enables staff to plan the help and support they needed. There DS0000066529.V352186.R01.S.doc Version 5.2 Page 11 were detailed care plans to tell staff how to meet these needs. These had been reviewed regularly. Most people we spoke to knew about their care plan. Relatives said they were kept informed and involved whenever possible. Care plans detailed people’s religious and cultural needs and the gender of staff that they wanted to support them with their personal care. Pen pictures of the person, their life and interests provide staff with background information to improve the care and service provided. Daily entries were made of care provided. This enables staff to review people’s health and wellbeing and change plans of care as necessary. There were records of visits by the GP, community nurse, occupational therapist, dentist, opticians and chiropodist. All people were registered with a family doctor; there were good relationships with the doctors and the district nurses. There were wheelchairs, aids and equipment provided to meet people’s moving and handling needs. We saw that bathing and toilet areas had been provided with aids and adaptations so people can use them independently and safely. People are able to manage their own medication if they wish. No one was currently doing this. People spoken with said that they were happy for staff to manage their medication on their behalf. Medicines were stored safely. We saw people being helped to take medicines according to the doctor’s instructions. Policies and procedures to inform staff and protect people taking medications were current and readily available. Staff had received additional training to assist people to take their medication safely. People living at the home and their visitors said that “staff were caring and helpful” and that “nothing was too much trouble, they were always willing and keen to help”, “when dad needs to see the doctor the staff organise things so I don’t have to worry”. People said that the staff promoted their privacy and dignity. We saw staff knocking upon bedroom doors and waiting to be invited to enter. We observed interactions between staff and people living at the home. These were friendly and informal with each person showing respect for the other. DS0000066529.V352186.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14,15. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Suitable activities are provided at the home to keep people stimulated, these were limited within the Albany Court area. Visits from relatives and friends were encouraged so people kept in touch with people who were important to them. There was a good catering service, which met people’s nutritional needs and food preference. People who live at the home were encouraged to eat a healthy and varied diet. EVIDENCE: Three care files and care plans were checked. These showed that people were involved in a range of social activities. People were reading, listening to music and watching television. No one currently leaves the home unless accompanied by members of their family or staff. There is a weekly tea dance facilitated by the local tenants and resident’s association when local people visit their friends who reside at Albany House. There are exercise and motivational classes available these help to keep people DS0000066529.V352186.R01.S.doc Version 5.2 Page 13 fitter. Musicians visit the home as part of the planned entertainment programme. A newsletter was seen that described the range of planned activities. Activities within Albany Court were limited by the abilities of some people living there and lack of an activity organiser. Care staff were seen to work to occupy the people. The quality and quantity of social and occupational activities needs improvement to maintain people’s personal abilities. People said that they were able to go to bed and rise as they chose. A multi denominational service is held regularly for people who wish to follow their religious faith. Visitors comments included “The food is excellent”, “Dad’s needs and fads are well catered for”, “As a visitor I’m always asked if I’d like a drink which is nice and welcoming, Mum says the meals are very nice and I think that’s all that matters”, “There’s a good atmosphere when I visit mum and no limit for visiting, I go at anytime to suit myself”, “There’s a notice board in both parts of the home, I read both and I’m told by newsletter what’s happening”. The meals provided were appealing and smelled appetising. People said they enjoy their meals. They can choose other meals if they do not like the meal provided. The menu was clearly displayed in the dining room. People were seen and heard to exercise choice at mealtimes. Staff were observed to encourage and help people with their meals as needed. Mealtimes were unhurried with extra portions provided as required. People’s personal dietary likes and dislikes were documented and known by staff. Special diets were available if required. Staff confirmed that they sought the dietician’s advice when necessary. Drinks and snacks were readily available throughout the twenty-four hour period. Adapted cutlery was available to assist people to maintain their independence. People living at the home and their visitors confirmed that drinks and snacks were provided throughout the day and night time as needed. DS0000066529.V352186.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16,18. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The complaints procedure enables people to raise any concerns. Concerns and complaints received were dealt with promptly and changes made to improve the quality of people’s lives. Staff had been trained in the recognition and reporting of abuse and relevant checks were made prior to them starting work, this reduced the risk of harm to vulnerable people EVIDENCE: Visiting relatives and some people living at the home were able to describe how they would raise concerns with staff. They stated that any matters they raise however trivial they may seem were acted upon promptly by staff and that they were satisfied with the outcome. The complaints procedure was available for people living at the home, their relatives and staff. Their comments included: “my mums been in Albany now for 7 years now and I’ve never had any complaints”, “One minor complaint I had was dealt with very well”, “I’ve no complaints and am constantly surprised at the willingness of staff to deal with difficult residents”, “There’s not always a pen to sign in with”, “Anything I ask is sorted out straight away nothing’s too much trouble”. Doncaster Metropolitan Borough Council (DMBC) Adult Protection Team received a complaint on behalf of a person living at Albany House. This identified a number of areas of concern. These were poor communication, staff DS0000066529.V352186.R01.S.doc Version 5.2 Page 15 attitude, medication administration, record keeping and care practices. These were discussed with the manager. She had conducted her own investigation into the concerns and deficits identified. Changes had been made to address these areas. These included staff training, amended care practice and monitoring of staff practice. The DMBC Adult Protection investigation has not been concluded at the time of inspection. People who had no advocate or next of kin have been provided with access to advocacy services provided by Age Concern. Staff had been provided with training in adult protection procedures to ensure people were safe, and to inform staff what to do if an allegation was made. The inspector’s discussions with staff demonstrated that they felt confident and able to respond to concerns or complaints effectively. DS0000066529.V352186.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19,23,26. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The home was clean, tidy and well maintained ensuring that people live in pleasant and safe surroundings. The bedrooms were clean and reflected personal choice. Redecoration and refurbishment of the home has improved the environment. EVIDENCE: People said the home was always clean, warm, well lit and there was always enough hot water. Bedrooms visited had been personalised to a high level reflecting the interests and personality of the person who lives there. Many people had brought treasured possessions and memorabilia from their own homes. Visitors’ comments included: “it’s very clean and homely”, “I’m very happy with the standard of hygiene and cleanliness”, “very nice furniture and decorations” DS0000066529.V352186.R01.S.doc Version 5.2 Page 17 There is level access throughout the home with handrails provided to assist people to maintain their independence and mobility. Toilets were easily accessible; they were close to both lounge and dining areas. Toilets had been adapted to enable people with physical disabilities to maintain their independence. There was an adequate number of baths within each area of the home. One bath had been replaced with a walk-in bath that has a hydro-massage facility. People said they really enjoyed this. People living at the home are able to smoke in a designated smoking area. Appropriate seating has been provided in the enclosed garden for people wishing to sit outside whenever the weather permitted. There is a proactive infection control policy. Staff work closely with external specialists e.g. the Health Authority, Environmental Health and their own staff to ensure spread of infection was minimised. Clinical waste was properly managed and stored. Staff confirmed that they were provided with protective clothing if they needed it and that equipment was in working order, being serviced as required. Low surface temperature radiators had been provided to reduce risk to people of being burnt. DS0000066529.V352186.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29,30. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Staffing levels were consistently maintained to meet people’s care and social needs. Staff had received training to meet general and specific needs. Appropriate support and guidance was provided to new staff, enabling them to safely care for people who lived at the home. Staff files included the required information. A recruitment policy that promoted people’s protection was in place. EVIDENCE: We met with seven members of staff including the manager during the course of this inspection. We also observed them working with people and noted that there was an atmosphere of mutual respect; their conversations were relaxed and friendly. The staff group were well motivated and enthusiastic about their work. They confirmed that they were supported by the manager and encouraged to train and update their skills. A new member of staff we interviewed was able to provide evidence both written and verbal of their induction training and developing knowledge of the care needs of people at Albany House. They confirmed that they had been required to provide two satisfactory written references and a Criminal Records DS0000066529.V352186.R01.S.doc Version 5.2 Page 19 Bureau check before commencing employment. Personnel files sampled confirmed that the home follows the company staff recruitment procedures. Records of staff supervision and identified training needs were examined. We saw the staff training and development plan. Training courses completed and planned were seen. These included dementia training, health and safety, moving and handling and first aid to enable staff to care for people safely and effectively. The majority of staff had achieved National Vocational Qualifications; the remaining staff were working to achieve the award. Skills for prevention of infection and fire and health and safety were updated each year. This ensures that staff were trained to meet people’s care needs safely. DS0000066529.V352186.R01.S.doc Version 5.2 Page 20 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35,38. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Staff said their managers were supportive and approachable and there was a well-established system of professional supervision. People were involved in making decisions about their care and had control over most issues that affected their lives. Systems were in place to protect people’s financial interests. Checks had been made on the major systems in the home such as fire and gas installations to ensure the home was safe for people. EVIDENCE: We saw that there was always a senior member of staff on duty at the home with advice and support readily available. Responsibilities for the day-to- day operation of Albany House are shared between senior members of the team. DS0000066529.V352186.R01.S.doc Version 5.2 Page 21 People said: “I feel the home is very well run, they organise events for residents but these aren’t always well attended by families”, “In my opinion Albany is run superbly, it’s always very warm and friendly”, “Standards are very high, Albany is perfect”. Staff said the manager was approachable, very professional and they felt confident in her. The manager had a job description that clearly defines her roles and responsibilities and staff were aware of her role. Staff had received management supervision at regular monthly intervals; this is required to fully ensure individual staff development and monitoring care practices. The home’s owners visit the home on a regular basis, a report is written following the visits. A copy of this report was available at the home. Management use a nationally recognised quality assurance system to measure standards of care and service provided. Questionnaires were used annually to seek the views of people and relatives. Regular meetings are held for staff and people who live at the home. These give people living at the home a voice and chance to say how the home should be run. People felt that their views and opinions were taken into account by the staff. The manager handles money on behalf of some people, account sheets and receipts were kept. A second person witnessed each transaction to check the record was accurate. Policies and procedures met the required standards. Records were mainly up to date and well ordered to ensure the best interest of people. No fire exits were obstructed and hazardous substances were securely stored. Statutory servicing and checks of equipment were complete. Risk assessments had been completed and were being reviewed regularly to maintain a safe environment. Service records for the moving and handling equipment, fire safety records and other maintenance records were up to date; personal finances were properly recorded and personal allowances provided. The manager and deputy had received training in the Mental Capacity Act. This training has not been provided for all staff. To ensure they are aware of the changes needed to fully protect vulnerable people at the home, this should be part of staff training. DS0000066529.V352186.R01.S.doc Version 5.2 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 x 3 x x N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X x 3 DS0000066529.V352186.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? NO STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard OP12 Good Practice Recommendations Improve the quality and quantity of social and occupational activities and opportunities for service users who live in The Court. Staff should receive training in the Mental Capacity Act 2007. 2 OP38 DS0000066529.V352186.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Sheffield Area Office Ground Floor, Unit 3 Waterside Court Bold Street Sheffield S9 2LR 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 DS0000066529.V352186.R01.S.doc Version 5.2 Page 25 - 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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