Inspection on 08/05/07 for Ashley House

This inspection was carried out on 8th May 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is (sorry - unknown). 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

Ashley House 21/09/05

Ashley House 02/06/05

Ashley House 26/10/04

Ashley House 30/06/04

Similar services:

The Shelley

Thorndene

Springfield House

Sutton Lodge Nursing Home

St Helier`s Residential Hotel

St Joseph`s

Ridgemount

Wingham Court

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

CARE HOMES FOR OLDER PEOPLE Ashley House Ashley House Christmas Hill Kings Road Shalford Nr Guildford Surrey GU4 8HN Lead Inspector Mavis Clahar Unannounced Inspection 08th May 2007 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 Ashley House DS0000013558.V335394.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. Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Ashley House Address Ashley House Christmas Hill Kings Road Shalford Nr Guildford Surrey GU4 8HN 01483 561406 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) Mrs Penelope May McKenna Mrs Christine Mary Back Care Home 29 Category(ies) of Dementia - over 65 years of age (6), Old age, registration, with number not falling within any other category (29), of places Physical disability over 65 years of age (2), Sensory Impairment over 65 years of age (6) Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 21st September 2005 Brief Description of the Service: Ashley House is a large detached property situated in a rural setting on the outskirts of Guildford. The home is set in spacious well maintained grounds that are accessible to residents. The bedrooms situated on the ground floor have access to the garden. The local wildlife use the grounds including foxes, badgers and ducks. The home consists of ground floor and first floor accommodation. The majority of bedrooms are of a good size and have en-suite toilets and showers. The home has seventeen (17) single bedrooms and six (6) double bedrooms. Car parking is available at the front of the premises. Fees are in the range of £450 to £830 per week. Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced site visit, which forms part of the home’s first key inspection to be undertaken by the Commission for Social Care Inspection (CSCI) was undertaken by Mrs Mavis Clahar on the 8th May 2007 and lasted for seven hours and thirty minutes; commencing at 09:00 hours and concluding at 16:30. The majority of the service users spoken to were able to express their thoughts and feelings about the care they receive. The information contained in this report was gathered mainly from observation by the inspector, speaking with a number of visitors to the home, speaking with a number of service users, and speaking with care staff, manager of the home and the owner of the home. Further information was gathered from records kept at the home, and from the pre inspection questionnaire sent to CSCI by the home. The first part of the inspection was spent discussing the inspection process with the manager and owner of the home, followed by random review of service users care records, the home’s training records, care workers records and selected policies. All records sampled were up to date. A tour of the home of the home was conducted which included time spent in discussion with visitors, service users, care workers and the Chef. The owner and manager and care workers spoken to are aware of the Laws regarding Equality and Diversity. The home is currently in the process of applying for places on the course. However, staff mixes reflected equality and diversity. All service users in this home are Caucasian. Service users spoke highly of the home, the staff and the care they receive. This was reflected in the responses collated from the relatives, visitors and professionals’ pre inspection questionnaire received at CSCI. No requirement was made on this visit. One recommendation of good practice was made for one member of staff to attend the Falls Course and then share the learning with the other care workers. CSCI would like to thank all the service users, relatives and professionals who completed the pre inspection questionnaires and the service users ,visitors and staff who made time to speak with us on the day of the inspection and for making the visit so productive and pleasant on the day. What the service does well: Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 6 The home has endeavoured to comply with the requirements made on the last inspection. Observations of care staff interactions with service users indicated that service users were treated with dignity and respect. It was also observed that great care was taken in respect of the service users personal belongings and standards of cleanliness in bedrooms ensured service users lived in a safe, well-maintained environment. The home has a stable work force, which should benefit the service users. Relatives and service users spoke highly of the care they receive, and it was observed that service users and care staff were comfortable with each other and with having the inspector in the home. 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. Ashley House DS0000013558.V335394.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 Ashley House DS0000013558.V335394.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): 3 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Good information was obtained from prospective service users prior to them being admitted to the home. This allowed for carers and service users to make informed decision regarding the planning and delivery of care. Standard 6 does not apply to this home. EVIDENCE: The manager does all the pre assessment for prospective service users. The senior carer will act up in the manager’s absence supported by the owners. All admissions are planned and this home does not take emergency admissions. In social services cases, the manager ensures the health needs assessment is with the home prior to admission. The needs of the new service users are discussed with the staff to ensure we are able to meet their needs Review of selected case tracking files revealed service users had pre admission assessments carried out.. Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 9 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 excellent. This judgement has been made using available evidence including a visit to this service. The home has a good and clear care plan in place for service users, which also includes appropriate risks assessments. This forms the basis for care based on the agreed care needs of the service users and demonstrated that health and personal care needs were met. Care staff receives training to meet the assessed care needs of the service users ensuring that competent staff supports service users and their health and care needs are met. The home’s medication policy on receiving, storing and administering and return of medication was in place and being adhered to thereby ensuring the safety and protection of the service users. Care workers were observed treating service users with respect and to maintain their dignity and privacy when delivering personal care. Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 10 EVIDENCE: The randomly selected care plans were clear and easy to read, identifying potential and actual risks to service users. The daily work sheet along with discussion with service users demonstrated that service users care needs are fully met. Each service user is registered with a General Practitioner, and is able access the wider health care provision, as their care needs demand. No service user at the time of inspection was responsible for their medication, but the manager was knowledgeable about what to do should this situation arise. Good clear records are kept of medication receipts, storage, administration and returns. In discussion with care workers it was apparent they enjoyed their work. One care worker said, “I like to work with the elderly because they are so knowledgeable and caring. They are always grateful and polite and best of all they have a good sense of humour”. Good interaction between care workers and service users was observed. One service user said, “My family are quite surprised that I have settled down so well, as I did not want ever to be in a home; but I do not feel this is a home, more like a hotel. I really like it here everyone is so friendly, I can do what I want and I can have my privacy when I want to be private.” Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 11 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 excellent. This judgement has been made using available evidence including a visit to this service. Service users lifestyles matched their needs and preferences and where possible they are able to maintain contact with family, friends and the local community. Service users are able to make choices in accordance with their abilities and were provided with a balanced diet in pleasant surroundings and in an unhurried way. EVIDENCE: The home does not employ an activity coordinator. Care assistants are encouraged to engage residents in their choice of activities. A number of outside entertainers are booked to come in and entertain the residents. On the day of the inspection the visiting entertainer was a poet, who uses some of her own work but also uses well known poets works such as Longfellow, Wentworth and others. This allows the service users to participate as they could remember the poems from their time in school. We observed the poetry session as a happy occasion with a lot of laughter and fun. Service users comments on the session was “you must come more often we really enjoyed this”. In the good weather residents will go out walking with the careers and in Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 12 the winter months they stay mostly indoors and participate in card games, beauty therapy, and puzzles The Church of England (C/E) Vicar visits every 2nd Wednesday in the month when a Church service is held to which relatives are invited should they wish to attend. Holy Communion is given every six weeks.. The Roman Catholic (R/C) Priest visits as required when there are R/C service users in the home. One resident told us “I am able dress myself with help from my carer, after she helps me with my bathing the carer only has to come back to help me with my tights”. There were a number of visitors to the home to speak with the inspector and they all had very positive contributions to make about the home, the care staff and the running of the home in general. One visitor said, “I have looked at over twenty care homes before I found this one. One of the hardest things I have ever had to do was to put my parents in a care home. I am so happy I found this home. My aunt who is very close with her sister congratulated me on the choice of home when she came to visit the home”. There were also many positive responses from to the CSCI pre inspection questionnaires. Service users spoken to, rated the personal care they receive at the home as very good. Most of them said they were contented, they had enough to eat and can do as they like. One service user said, “Two of us went for a walk down the road and we decided to crossover to the other side we were very surprised when one carer asked us to keep on the same side of the road. It just shows how well looked after we are here. We were not aware that they were keeping an eye on us even out in the road. I feel very protected at this home”. Catering facilities are managed and carried out by the home’s chef, who had a good knowledge of the dietary needs of the service users. On the day of the visit there were two main menus with various alternatives for service users who had made their choices. The inspector did not sample the meals, but the service users all said the food is good, the texture just right and the amount was what they ordered. One relative remarked that the food was presented in an attractive way to stimulate service users’ appetite. Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 13 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 Quality in this outcome area is, good. This judgement has been made using available evidence including a visit to this service. The home has a satisfactory complaints policy and procedure and training in place that evidenced that residents and relatives concerns are listened to and acted upon. Robust Safeguarding adults’ policies are in place to protect the service users from abuse EVIDENCE: There are a number of thank you notes and letters of appreciation from grateful relatives to the whole staff team praising their work with their relatives. All staff as evidenced in the training record and substantiated in discussion with care staff, have completed the Safeguarding Adults Course which is based on the local authority (Surrey multi-agency Policy) The Policy is up to date, dated 2005. CSCI received no complaints about the home. No complaints were logged at the home, and the manager told us she is in touch with residents on a daily basis and issues raised are dealt with immediately; this prevents any need for residents to complain. Residents spoken to said they have no need to complain, as they are able to discuss everything with the manager/owner. The home has a complaints procedure and policy, and the care workers spoken to were aware of the homes’ policy and procedure on Safeguarding Adults and felt secure in the knowledge that if they had to use the whistle blowing procedure the manager/ Owner of the company would support them. Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 14 A random sample of care workers training record demonstrated that care workers are being trained to undertake the duties of meeting the service users assessed needs, thereby protecting them from abuse. Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 15 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. This judgement has been made using available evidence including a visit to this service. The physical design and layout of the home enables service users to live in a safe, well-maintained and comfortable environment, which encourages independence. EVIDENCE: 08/05/07 The manager told us that the management and staff encourage service users to see the home as their own home. It presents as a comfortable, attractive homely home, which has all the specialist adaptations, needed to meet the service users needs. It was observed that care workers were interacting with the residents both in the lounge and dining area, so that residents’ needs are quickly attended to. Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 16 The home has attractive gardens, which are well maintained and there is good access to the gardens from various parts of the home. Some residents told us that they try to go out daily weather permitting to enjoy the gardens and watch the various birds visiting the garden. We noted that adverse weather would not stop residents enjoying the garden, as the windows are low enough to allow them to view the gardens from their armchairs, whilst sitting in the lounge or their bedrooms. It was observed that some resident’s bedrooms were personalised with small items of furniture, paintings on the wall and many family photographs. In discussion with the manager we were told that all relatives are invited to bring in some personal items of the residents to make their bedroom more personal. The home has complied with all the given requirements of the last inspection and the building work is now completed, resulting in very modern and functional shower rooms installed. In discussion with service users they all said it is so lovely to have a shower especially with these new ones where one can sit comfortably. The home has purchased and installs a new chair lift for the remaining four steps up to the landing. Generally, the home presents as clean, safe, pleasant, hygienic and tidy and free from offensive odours. Random review of care workers training record demonstrated they have had training in infection control and this was evident in the storage of waste. Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 17 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. This judgement has been made using available evidence including a visit to this service. Staff in the home are trained, skilled and in sufficient numbers to fulfil the aims of the home and meet the changing needs of the service users EVIDENCE: The staff rota demonstrated the number and grade of staff on duty to provide care and attention to service users for any twenty-four period was adequate to meet the assessed care needs of the service users. The home has a programme of planned training in place and all members of staff have an individual training record. Over 50 of care workers have attained the L2 NVQ with some staff undertaking NVQ L3 course. Staff are encouraged and enabled to undertake developmental training as well as the mandatory training. . All newly appointed staff undertakes an induction programme. The home ensures that staff undertakes the mandatory training with yearly updates as necessary to maintain their competency to fulfil their duties. This was evidenced through discussion with the manager and care workers. The manager was knowledgeable about equal opportunities and how this relates to recruitment and retention of staff. At the moment there isn’t any one undertaking the Equality and Diversity training but this is being remedied as soon as they can obtain a place on a course. We were told that the recruitment of staff are in line with Government and the homes policies and that the current staffing team mirrors the area in which the home is based. Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 18 It was noted that staff turn over at the home is relatively low. All staff are Criminal Records Bureau (CRB) and Protection of Vulnerable Adults (POVA) checked prior to commencing employment, and they are in receipt of terms and conditions of employment as evidenced in their randomly selected files. The manager informed the inspector that supervision records were up to date and this was verified during random sampling of care workers files. The manager had shown the inspector her planned programme of improvements and training and development of staff were high on her agenda. It was evidenced from notified incidents sent to CSCI that a number of service users suffered falls, which were suitably managed. Following long and full discussions a recommendation of good practice was made to send one member of staff on the falls clinic course and then have this member share the learning with the rest of the team. Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 19 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 excellent. This judgement has been made using available evidence including a visit to this service. The manager has the experience to run the home and works to continuously improve services and provide an increased quality of life for the service users. There is a strong ethos of being transparent and open in all areas of running the home and the views of service users and their relatives are actively sought. Service users financial interests are safeguarded and the health, safety and welfare of service users and staff are protected and promoted by the homes’ policies and procedures. EVIDENCE: The manager has demonstrated that she has kept herself updated on issues relating to care of the service users and staff in her charge. She has attained Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 20 the Registered Managers Award and also the National Vocational Qualification Level 4 in care. In discussion with the manager it was evident she was knowledgeable about the care needs of the service users and the training needs of the care workers to meet these identified needs. There are clear lines of accountability within the home, each member of staff spoken to on the day of inspection aware of their role and responsibilities. Regular residents meetings are arranged and chaired by an outsider (a past resident’s relative). Minutes of the meetings are passed to the owners who will action requests as soon as possible. The owners are in attendance on a daily basis and are able to monitor the running of the home through interaction with service users, relatives and care workers. The home does not become involved in service users finance, except for collecting the weekly pension for one service user, as her relative who manages her finance is unable to collect it. Review of documented records demonstrated that health and safety checks are routinely carried out at the home. All equipment examined on the day was properly maintained. Records indicated that fire drills, fire alarm, water temperature fridge and freezer recordings were regularly checked. Random sample of care workers’ training files demonstrated that up to date and relevant training were carried out by care workers to protect service users’ health, welfare and safety. In discussion with care workers they discussed their understanding and implementation of appropriate procedures to safeguard service users. Further more they spoke about their understanding of promoting safe working practices based on their health and safety training. Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 21 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 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 4 9 4 10 4 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 4 14 4 15 4 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 4 X 4 X 3 X X 4 Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 22 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 OP30 Good Practice Recommendations The registered person should get a member of staff trained at the Falls Clinic who would then be able to share the knowledge gained with the rest of the team. This might help in the reduction of falls in the home. Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection Oxford Office Burgner House 4630 Kingsgate Oxford Business Park South Cowley, Oxford OX4 2SU 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 Ashley House DS0000013558.V335394.R01.S.doc Version 5.2 Page 24 - 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!