Inspection on 01/07/08 for Amberley

This inspection was carried out on 1st July 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

Amberley 18/06/09

Amberley 24/07/07

Amberley 14/08/06

Similar services:

Maple Lodge

Heathlands

Aston Court Nursing Home

Breme

Ravenhurst

Bank House

Inspirations

Ashcroft Hollow Nursing Home

Extracts from inspection reports are licensed from CQC, this page was updated on 27/09/2008.

CARE HOMES FOR OLDER PEOPLE Amberley 481-483 Stourbridge Rd Brierley Hill West Midlands DY5 1LB Lead Inspector Linda Elsaleh Key Unannounced Inspection 1st July 2008 10:00 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 Amberley DS0000067358.V367201.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. Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Amberley Address 481-483 Stourbridge Rd Brierley Hill West Midlands DY5 1LB 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) 01384 482365 paul.hughes@blueyonder.co.uk Merron Care Ltd Yvonne Kathryn Hughes Care Home 25 Category(ies) of Dementia (6), Old age, not falling within any registration, with number other category (14), Physical disability (5) of places Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 24th July 2007 Brief Description of the Service: Amberley is a purpose built private residential care home, registered to provide care for 25 older people. The home is situated on the main Stourbridge Road between Dudley and Brierley Hill. It is on the main bus route to local towns and there are many local amenities close by. There is off road car parking to the front and rear of the premises. Access to the home is through a small garden and patio area to the rear of the property. The premises have three storeys, with Service Users accommodation on all floors. A passenger lift services all floors. The accommodation comprises; communal lounge and dining rooms and 21 single and 2 double bedrooms. Toilet and bathing facilities are located on each floor and the main kitchen and laundry area are located on the ground floor. The fees are available on application to the home. Amberley DS0000067358.V367201.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 stars. This means that the people who use this service experience good quality outcomes. Two inspectors carried out this inspection between 10.30 and 16.30 hours. The purpose was to assess the home’s performance against the key standards identified in the National Minimum Standards for Care Homes. We did not tell anyone at the home that we would be inspecting that day. We spoke with the manager and several members of the staff team. We also spoke with residents and relatives who were visiting the home. We looked at records, the system for keeping medication safe and some parts of the building. What the service does well: What has improved since the last inspection? Some areas of the home have been decorated and floor coverings replaced. The home has made the upstairs lounge and shower facility more accessible by re-locating the items that were being stored in these areas. Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 6 Care plans are more detailed and this means staff are more informed about the support needed by each person who lives in the home. The home has reviewed some of its procedures such as looking after people’s money and valuables to ensure clear guidance is available to staff, residents and relatives. A more planned approach to training has been implemented and the majority of staff have now completed adult protection training. 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. Amberley DS0000067358.V367201.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 Amberley DS0000067358.V367201.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, 2 & 3 Quality in this outcome area is good. Prospective service users are provided with good information prior to moving into this home and are assured their assessed needs will be met by the home. This judgement has been made using available evidence including a visit to this service. EVIDENCE: We were provided with a copy of the Statement of Purpose and Service User Guide. These contained useful information about the home. People who live at the home and their relatives, who responded to our survey, stated they had received good information from the home about the service it provides. We looked at files for three people who live in this home. Copies of the assessments carried out the needs of each person are available their files. Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 9 These contained details of each person’s physical and social needs and how these would be met by the home. Letters from the home confirming they were able to meet these needs and offering the person a place were also available. A copy of the Contract/Statement of Terms & Conditions of Occupancy between the individual and the home was also seen. One person’s contract had not been fully completed. This was brought to the manager’s attention. The information seen on the files and the comments received show people are provided with good information, are aware of their assessed needs and how these will be met by the home. Amberley DS0000067358.V367201.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 Quality in this outcome area is good. People who live in the home have a care plan that identifies their individual needs and how these are to be met. They are protected by the home’s policies and practice for the storage and administration of medication. They are treated with respect by staff. This judgement has been made using available evidence including a visit to this service. EVIDENCE: We saw care plans on the three files we sampled. These were produced from the information provided on their assessments. The plans included details of each person’s health and social care needs and how they are to be met. For example, one care plan we looked at contained specific information about an individual’s personal care needs and preferences; “XX prefers the water to be warm and does not like her hair to get wet’. Plans are also produced for health Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 11 care, nutrition and social & leisure needs. For example, instructions are provided about diabetic care. Individual records are kept for monitoring purposes and seen by the relevant health care professional. One person’s plan we looked at required her/his weight to be monitored and a chart was provided to record their weight. There were irregularities in when readings were taken during May and September 2007 and February and May 2008, preventing effective monitoring to take place. There were no scales in the home at the time of our visit. We discussed with the manager the need for good quality weighting scales to be available in a designated place within the home to ensure effective monitoring of person’s weight can take place. We saw risk assessments for tissue viability, mobility/falls and challenging behaviour and the action to be taken to reduce and manage the risk. There are also details of hospital visits and the care provided by other health professionals such as opticians and dentists. Comments we received from health care professionals told us the home responds well to the health needs of the people living in the home. Each plan has an evaluation sheet and is completed each month. The staff member carrying out the evaluation records comments on the individual’s behaviour and identifies any changes in routines or preferences. An information sheet, for the summer months, had been added to the files. It gave instructions to staff to be aware of danger of extremely hot weather and the need to ensure people living at the home are hydrated and protected from the sun. There is suitable, secure storage for the medication in the home. The home has reviewed its policy and procedures for the safe handling and administering of medication. A procedure for handling the keys to medication cupboard has been produced. Senior members of staff are responsible for ordering, administering and returning unused medication. The Medication Administration Record (MAR) sheets we looked were completed to a satisfactory standard. Where applicable, the home consults with the relevant doctor before administering a homely remedy. Written information from the individual’s doctor was available on her/his file identifying which homely remedies may be administered. The pharmacist makes regular checks on the home’s medication and the last report did not identify any problems. We saw staff treating the people who live in the home with respect. They knocked on doors before opening them and they knew what each person preferred to be called. The people who we spoke to said staff treated them well. One person we spoke to said “Staff are very good and look after me”. At which point a member of staff knocked the person’s bedroom door, and on being called in, said, “I thought you would like a cup of tea.” Staff we spoke to Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 12 told us the manager discusses privacy and dignity issues with them during staff meetings and supervision sessions. Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 13 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 Quality in this outcome area is good. People who live in the home have a lifestyle that matches their expectations. They are supported to maintain contact with family and friends. The meals are varied and nutritious and the needs and preferences of individuals are catered for. This judgement has been made using available evidence including a visit to this service. EVIDENCE: We sampled three files and found the daily records mainly provided entries such as “no problems” and “no concerns”. This does not reflect people’s participation in the varied programme of activities the home provides. A copy is on display in reception. During our visit several people were enjoying a sing-a-long in the main lounge. The home has a variety of activity equipment such as puzzles and board games and has purchased a selection of musical instruments. Arrangements are made for an activity co-ordinator to visit and provide ‘movement to music’ sessions, for a keyboard player to entertain the Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 14 residents and fortnightly church services to be held. Comments from most people who live at the home told us a good range of activities are provided. One of the residents said s/he enjoyed the church services, playing dominoes and singing along to the wartime music. Only one person told us they did not like to join in. The home has re-arranged the communal areas. It now has two lounge/dining rooms. People who do not wish to join in activities were seen in the smaller lounge/dining room reading or chatting to others. This shows us people have a choice of where they spend their time. Regular meetings are held with the people who live in the home. The last meeting was held in May. Three people expressed an interest in doing activities in the garden, potting plants and painting some garden ornaments. During a tour of grounds we were shown flowerpots that had been planted by a resident. Skittles are available on the paved area and we were told this was popular a popular activity at the moment. There were no records of recent trips, but the manager said these would be arranged for people who expressed an interest. A member of staff commented “I feel that we could make more of an effort in taking them out for walks if they wish.” However, the responses we received from residents and those we spoke to told us they were satisfied with the current activity programme being provided by the home. Visitors are welcome. During our visit we saw relatives, friends and health & social care professionals visiting throughout the day. Some visits took place in communal rooms and other in the privacy of the individual’s bedroom. A health care visitor told us “I am always asked to use the resident’s bedroom”. A relative told us about the “kindness” staff had shown in helping her husband settle in and supporting him to pursue his hobbies. At the time of our visit a member of the care staff team was carrying out catering duties in the absence of one of the cooks. Information about dietary needs and personal preferences are kept in the kitchen. The records show the majority of the care staff team have attended basic food hygiene training. No areas of concern were raised in the report from the Environmental Health Agency’s visit in January. The menu for the day is displayed in the small lounge/dining room by the kitchen. Alternative meals are provided on request and a record is kept of meals taken for monitoring purposes. The manager is advised to display a copy of the menu in the main lounge/dining. People who commented told us they thought the meals provided by the home were “good”. Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 15 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, 17 & 18 Quality in this outcome area is good. People who live in the home are protected from abuse and are confident their complaints will be taken seriously and acted upon. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home reviewed its complaints procedure in January and copies are available in the reception area in large print and Punjabi and Urdu. There are also two books, one for people to record any complaints they may have and one to record any other comments about the service. Both books were empty. The commission has not received any complaints about the service since our last visit. People who live in the home, who chose to comment, told us they were aware of the home’s complaints procedure and knew whom they would speak to if they had any concerns. Relatives were also aware of the complaints procedure and knew a copy was available in reception. They also told us that the home usually deals promptly with any concerns or queries. Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 16 As well as the complaints procedure the home has a range of information on display, including a statement and policy on advocacy, a list of advocacy services and pictorial leaflets on “Your Right to have an Advocate” and “Your Right to Vote”. There is a copy of Dudley Local Authority’s safeguarding procedures and the home reviewed its own procedures in January. The training records show six members of the staff team have attended adult abuse awareness training and arrangements are being made for others to attend this training. No adult protection issues have been reported to the commission since our inspection. Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 17 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 & 26 Quality in this outcome area is good. People are provided with a homely environment in which to live and, where identified, action is taken to improve facilities. There are satisfactory infection control procedures to make the environment safer for people, however, more care needs to be taken to ensure people are fully protected when using the bathrooms. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home is a purpose built, three-storey building with off-road parking. A passenger lift is available to access the first and second floors. The garden is well kept, with a lawn and patio area. Garden furniture is provided and, during Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 18 our visit, we saw one person sitting and enjoying the garden with their relatives. Worktables have been provided for people who wish to spend some time planting flowers. The communal areas on the ground floor include two lounge/dining rooms. There is a suitably furnished lounge on the second floor for people to receive visitors, if they choose. A senior member of the staff team told us residents prefer to receive their visitors in the one of the ground floor lounges or their bedrooms. Therefore this room is mainly used for meetings. The kitchen is appropriately equipped with the necessary appliances and arrangements are made for these to be service and maintained regularly. The manager has identified areas of work that needs to be carried out and forwarded this to the owners for action. There is a domestic style kitchen on the second floor. It is not used during the day. One of the staff on night duty does the ironing in this room because they can be closer to the residents’ bedrooms. Bedrooms have been personalised with ornaments and small pieces of furniture. Some bedrooms have recently been re-decorated and new flooring fitted. One person we spoke to told us s/he did not have a lead for the call system. This was brought to the attention of the manager who said she would check this out with staff. Records are available on the files we looked at stating these people have declined the offer to have their own bedroom door key. The manager should periodically check with them they have not changed their mind. Bathing and toilet facilities are available on all floors and are fitted with appropriate aids. The items that were stored in the shower facility on the second floor have been removed and it is now accessible to residents. Several bars of used soap were seen in one of the bathrooms. This is not good practice and puts residents at risk from infection. The home has taken steps to eradicate the malodour reported on in the last inspection. Although this has improved the manager is aware further action needs to be taken. The laundry and sluice facilities are located on the ground floor. Information about hygiene, infection control and control of substances hazardous to health (COSHH) are available in these areas. The care staff team are responsible for the residents’ laundry. Domestic staff carry out the general cleaning tasks. Health & safety and infection control training is arranged and, the records show, most of the staff team have attended these courses. Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 19 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 Quality in this outcome area is good. People who live in the home have their needs met by a staff team that are trained and competent. The home follows good recruitment practices to ensure the safety and well being of people are protected. This judgement has been made using available evidence including a visit to this service. EVIDENCE: People living in the home have experience a high change over in staff during the last twelve months. Comments we received indicated the staff team had become more settled over recent months. We looked at the rota and it showed sufficient numbers of staff were on duty to meet people’s needs. For example, on the day of our visit four care staff where on duty during the daytime hours and two staff identified for the night time hours. The manager is not included in these hours. A domestic assistant and cook are employed to carry out cleaning and catering duties. On the day of this visit, one of the cook’s was on sick leave. An additional member of the care staff was carrying out her duties. Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 20 Almost 75 of the staff team hold the National Vocational Qualification (NVQ) Level 2 in Health & Care and the remaining 25 are enrolled on this training. Two staff have achieved the NVQ Level 3 certificate. The home has policies and procedures for the recruitment and retention of staff. We looked at the files for two care staff and these demonstrated appropriate recruitment processes had been followed, references had been obtained in writing and satisfactory safe guarding checks had been undertaken. Contracts of Employment and the Codes of Practice had been issued to staff and an initial induction programme to the home has been carried out. Newly appointed staff have also been provided with the Skills for Care induction training and records are kept of individual supervision sessions held with them as part of this induction training. Individual files contain a record of training they have completed and copies of training certificates. The home also has a training matrix that provides an overview of training that has been completed within the staff team and identifies the training yet to be provided. Comments received from staff were positive about the training opportunities provided to them. As well as the training already referred to in this report, during the last twelve months staff have also attended dementia awareness, first aid, moving and handling and medication. Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 21 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 Quality in this outcome area is good. Suitable procedures are in place to ensure the home is run in the best interests of the people who live here and money looked after on their behalf is kept safe. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager is experienced in working at a senior level for caring for older people and has been registered by the commission. Residents told us they were pleased with how the home is run. Staff commented they felt the Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 22 manager was very supportive. A relative told us “the manager is good at providing information…” This shows the manager has appropriate leadership and communication skills. There is a quality assurance system, which means that there are regular checks on the quality of care provided in the home. The folder is well organised. The views of the residents, relatives, staff and professional visitors to the home have been sought, the results analysed and an action plan produced. The manager has produced an end of year report about the progress made by the home that includes information about the residents’ health over the winter period, activities and staffing. We saw one report of a visit by the owner to check on the home’s performance. The report was not dated. The owner should arrange for monthly visits to be made to the home and produce a report on the findings. The home looks after small amounts of money for some of the residents. We checked the amounts held against the records for two residents and found the records were correct. The money is kept in a safe place and all amounts are receipted and signed for. We saw records of checks made on the environment such as service records for the hoist, fire equipment tests and lift servicing. All were up to date. This shows satisfactory arrangements are made to make sure the home is safe for residents, their visitors and the staff. Records of accidents and falls are monitored and, where possible, action taken to reduce the risk of similar occurrences. Health & safety information is made accessible to staff and training is provided. Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 23 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 3 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 4 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 3 18 3 3 X X X X X X 2 STAFFING Standard No Score 27 3 28 4 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 Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 24 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. 2. Refer to Standard OP7 OP12 Good Practice Recommendations Suitable weighting scales should be available in the home for people whose weight needs to be monitored on a regular basis. Observations made by staff and comments made by people who live in the home should be recorded appropriately to enable more robust monitoring to take place of activity programmes. Used soap belonging to individual residents should be kept for them in a suitable container to reduce the risk of the spread of infection. The owner should make monthly visits to the home and a report produced on its performance. 3. 4. OP26 OP33 Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection West Midlands West Midlands Regional Contact Team 3rd Floor 77 Paradise Circus Queensway Birmingham, B1 2DT 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 Amberley DS0000067358.V367201.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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