Inspection on 07/02/07 for Bank House

This inspection was carried out on 7th February 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Excellent. 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

Bank House 01/03/06

Bank House 03/08/05

Bank House 25/11/04

Bank House 12/05/04

Similar services:

Maple Lodge

Heathlands

Aston Court Nursing Home

Breme

Ravenhurst

Inspirations

Westmead

Ashcroft Hollow Nursing Home

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

CARE HOMES FOR OLDER PEOPLE Bank House Bank House Chetwynd End Newport Shropshire TF10 7JE Lead Inspector Keith Salmon Key Unannounced Inspection 7th February 2007 09:30 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 Bank House DS0000020537.V313846.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. Bank House DS0000020537.V313846.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Bank House Address Bank House Chetwynd End Newport Shropshire TF10 7JE 01952 814371 01952 814350 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) Mr. Colin James Richard Davies Mr Colin James Richard Davies Care Home 20 Category(ies) of Old age, not falling within any other category registration, with number (20) of places Bank House DS0000020537.V313846.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 1st March 2006 Brief Description of the Service: Bank House is registered with the Commission for Social Care Inspection to provide residential care for a maximum of twenty older people. The Proprietor and Registered Manager is Mr Colin Davies, RGN. Situated in the heart of Newport, close to all local amenities, and public transport, the Home is a detached property, which has undergone extensive refurbishment since Mr Davies acquired the property in 1995. Accommodation is provided on two floors with first floor bedrooms accessed via a passenger lift, and communal areas comprises a large lounge, a separate dining room to the front of the building, and a conservatory to the rear of the property overlooking the private walled garden, specifically designed to enable accessibility for Residents/Visitors of all abilities. Weekly fees range from £337.47 to £385.00. Bank House DS0000020537.V313846.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This ‘Key’ Unannounced Inspection commenced at 9.30am, concluded at 2.30pm (a duration of 5 hours), and was conducted by Mr Keith Salmon. The main objective of this Inspection was to review all of the ‘Key’ Standards, as set out on the National Minimum Standards for Care Homes for Older People. Present, throughout the Inspection, was Mr Colin Davies, Registered Manager/Proprietor. This Report is a product of observations made during a tour of the Home, a review of care related documentation, staff duty rotas and staff files, plus a range of documents/ records reflecting the general operation of the Home. The Inspector also held 1:1 discussions with Staff and 10 Residents, 4 of whom were ‘case tracked’. What the service does well: Extremely high standards of direct care, and overall management, are provided in an excellent environment. Well maintained and beautifully furnished, the Home affords care in a homely, friendly, and open atmosphere. Residents were very complimentary concerning the care they receive, the commitment of the Staff, and were all enthused as to how much they enjoyed living at Bank House, some of whom have resided at the Home for many years. One Resident stated she felt:- “Loved and well cared for by everyone, the Staff are wonderful, the food is excellent and the place is always spotlessly clean.” Other comments from Residents included …“I have lived here for 21 years and it is excellent – could not be bettered.”…”I don’t know how I would have managed without them.” Clinical Professionals returned ‘Comment Cards’ stating...”Bank House is always a pleasure to visit.” …“I have always found the Staff to be friendly and caring to the Residents.” … “The care appears to be of the highest standard”. These comments confirmed the Inspector’s conclusion that the Home provides a superior quality of care, and support, for the people living there. It is considered the basis of the high standards, reflected in the above comments, and observed by the Inspector, is the clear commitment, dedication, enthusiasm, and excellent management capabilities of the Registered Manager/Proprietor, Mr. Colin Davies. It is indicative of the quality of care provided for Residents at Bank House that the Home has not received a complaint since November 2003, nor has CSCI been made aware of any issues or concerns relating to this Home. Overall the real strength at the heart of what makes Bank House an exceptional Home is attention to the ‘niceties’ of life, not only the basics - ‘to go the extra mile.’ Bank House DS0000020537.V313846.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Bank House DS0000020537.V313846.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 Bank House DS0000020537.V313846.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. Processes to ensure appropriate and thorough care needs assessment, prior to admission, are effectively applied. These findings are applied to ensure appropriate placement. EVIDENCE: Review of Care Plans, and related documentation, provided evidence that appropriate and thorough care needs assessment is undertaken by the Registered Manager/Proprietor, prior to admission. Information gathered is entered onto an Assessment Form, designed ‘in-house, and which focuses on data directly relevant to the needs of Care Home Residents. In addition, an ‘Admission Checklist’ Form detailing 11 different actions, which Staff sign for, ensures anyone who is admitted receives the relevant information and support to assist with settling into the Home. It was clear from documentation reviewed, and discussion with the Registered Manager/Proprietor, that great care is taken to ensure the Home only admits prospective Residents for whom the Home can satisfactorily meet their assessed care needs. Bank House DS0000020537.V313846.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 model of Care Plan utilised by the Home is comprehensive, easy to follow and up-to-date. Care provided by the Home is very effective in meeting the Residents’ assessed care needs, and is delivered considerately. Residents are treated with respect, their privacy and dignity upheld. The storage, administration, and disposal of medicines are in accordance with accepted good practice. EVIDENCE: Review of care related documentation relating to four ‘case tracked’ Residents’ demonstrated Care Plans were well organised, easy to understand and up-to-date. Within the Care Plan documentation the Home utilises colour coded forms, which are easily understood – e.g. a green coloured form identifies someone who is prone to falls and includes possible solutions to Bank House DS0000020537.V313846.R01.S.doc Version 5.2 Page 10 prevent such an event occurring again. The high level of detail relating to Residents’ individual needs, together with clear statements of care to be provided is commendable and ensures Carers are enabled to fully meet those needs in an informed and safe manner. This was confirmed by discussions with ‘case tracked’ Residents. It was also evident the Home implements the commendable practice of enabling all Staff involved in care provision to make relevant entries in Care Plans, and evidence was observed confirming regular care needs review by the Manager on a monthly basis as a minimum. Care plans demonstrated Residents have access to the full range of clinical professional services, as necessary, either at the Home or by escorted visit beyond the Home. Great store would seem to be set with regard to Residents dignity and privacy, and particularly noteworthy was the immediate impression of how immaculately dressed the Residents appeared. The Inspector considers this to be a sound indicator as to the effectiveness of arrangements for dealing with personal laundry, and the Home’s ethos of enabling Residents to care for their appearance, as they would personally wish to do. An especially commendable practice, and one not found by this Inspector in any other care home for the elderly, is that of Residents having their own personal bed linen, which is washed separately for them – something which Residents commented they really appreciated. The Inspector considers this to be an example of attention to detail, which places Bank House above the Standard in this ‘Outcome’ Area. A further example of the Home’s thoughtful approach to maximising Residents’ ‘privacy/dignity’ experience, for those in shared rooms, is seen in the introduction of en-suite facilities – a complicated and costly exercise. Two of the ‘case tracked’ Residents, who occupy one of these rooms, commented, “…We have the best of both worlds – privacy and company”. Inspection of medicine storage provision and administration records demonstrated the Home’s practices meet the guidelines of the Royal Pharmaceutical Society. Bank House DS0000020537.V313846.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. The Home excels in ensuring full involvement of Residents in promote choice and control over their lives wherever possible, including their day-to-day life pattern. The Home provides a daily choice of attractive and nutritious meals based on Residents’ preferences. EVIDENCE: Staff work hard and effectively to involve Residents in a range of leisure opportunities, providing a stimulating lifestyle, consistent with Residents’ capabilities and which aims to match the wishes, choice, and feelings of each Resident. The ‘Activities Organiser’ arranges a monthly Residents’ Meeting at which the ‘Voices of Bank House’ are encouraged to ‘have their say’. An important product of this Meeting is to ensure the range and variety of activities, whether undertaken as a group or individually, meets their wishes and capabilities. Residents confirmed they are very pleased with the entertainment and activities offered, which include: - craft activities, physiotherapy and exercise to music, traditional board games, singing and musical afternoons, visiting Bank House DS0000020537.V313846.R01.S.doc Version 5.2 Page 12 entertainers, aromatherapy and nail-care sessions, reminiscence therapy, outings such as barge trips, Day Centre attendance, escorted trips to meetings/functions/shopping in town. ‘In-house’ church services and ‘Sisterhood’ meetings help support religious faith needs. The Home also has an extensive DVD and Video library. Menus observed offered a daily choice of main meal, including cooked meals, salads, and a choice of dessert. Residents were very complimentary as to the range, quality, and quantity of food provided. An unusual and innovative feature is the holding of two sittings for lunch. This ensures comfortable space in the dining room and offers Staff more time to help Residents who need assistance with their meal. Residents confirmed to the Inspector they are very happy with this arrangement and the food was excellent. In accordance with the Registered Manager/Proprietor’s very positive approach to Staff receiving appropriate training and skills all Catering Staff have undertaken NVQ qualifications in Catering. Bank House DS0000020537.V313846.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. Service Users are protected from abuse by the Home’s Policies and Procedures, which include systems to ensure concerns or complaints are dealt with promptly and effectively. Staff are aware of their role in protecting Residents from abuse. EVIDENCE: Complaints procedure details are included in the Service User Guide and are displayed prominently for the benefit of visitors. A review of relevant documentation demonstrated there are policies and procedures in place intended to provide protection for vulnerable people. These fully meet the requirements of this Standard and the topic is covered at induction and through ‘on-going’ staff training, confirmation of which was forthcoming through 1:1 discussions with Staff, and from Staff Records. Whilst the mechanisms are in place to deal with complaints it should be noted that Bank House has not received a complaint for more than 4 years. Bank House DS0000020537.V313846.R01.S.doc Version 5.2 Page 14 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 excellent. This judgement has been made using available evidence including a visit to this service. The environment within Bank House is of a very high standard, providing Residents with a safe, well furnished, homely, comfortable place in which to live. Lounge/sitting and dining areas offer a good variety of size and outlook, with furnishings and decoration being of excellent order and presenting a ‘domestic’ ambience. The standard of cleanliness in the Home is excellent. EVIDENCE: Although the Owner has completed the planned ‘five-year’ refurbishment programme, activity continues for the purpose of ensuring the Home is maintained to a very high standard for the benefit of Residents, Staff and people visiting. Bank House DS0000020537.V313846.R01.S.doc Version 5.2 Page 15 Tour of the premises showed that since the previous Inspection all refurbishment/redecoration works identified in the on-going plan have been completed. These include: Full redecoration of one bedroom and provision of new furniture. Partial refurbishment of the call bell system. Total refurbishment of the laundry including replacement of all machinery. Replacement of all bed linen. New lighting in the lounge area. New wall pictures throughout the hallways. New freezer in the Kitchen. The Home has twelve single bedrooms, nine of which benefit from en-suite facilities, and four shared (double) en-suite bedrooms. The Home is to be commended for its level of cleanliness, which is of a very high standard an in no small part due to there being a ‘dedicated’ housekeeping team. Appreciation of this arrangement, a fairly recent one, is reflected in comments by Care Staff in that they are able to concentrate wholly on their primary responsibility – providing direct care, and by the Domestic Staff who can plan and carry out their cleaning routines much more effectively. All areas were observed to be spotlessly clean with no unpleasant odour. Residents also commented the way the cleaning is now organised is much better. Bank House DS0000020537.V313846.R01.S.doc Version 5.2 Page 16 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 excellent. This judgement has been made using available evidence including a visit to this service. There is a committed, effective, and well-supported staff group, with the skills and knowledge to ensure Residents enjoy a quality of life, which meets their individual requirements and aspirations. Staff numbers on duty and skill-mix comfortably meet the assessed care needs of current Residents. Recruitment and employment practices are consistent with the safeguarding of Residents. The Home’s approach to providing training for Care Staff is commendable. EVIDENCE: A review of duty rotas, and discussion with Staff confirmed Staffing numbers and skill-mix enable a service provision, which meets the care needs of the Service Users. Staff were observed to carry out their duties in an enthusiastic and professional manner. Review of staff training files, and the training plan for the coming year, affirmed the strong commitment by the Proprietor/Manager to providing training for staff to a level beyond the basic requirements of the Regulations. There is a thorough, and relevant, orientation/induction programme in place with evidence of ‘on-going’ training, including a high proportion (64 ) having attained the minimum NVQ Qualification. Bank House DS0000020537.V313846.R01.S.doc Version 5.2 Page 17 Evidence from staff files showed Staff of all grades and ‘disciplines’ have attended training courses covering:- Safe Handling of Medicines (successfully completed by all Staff); Dementia Awareness; Fire prevention/action (internal and external courses); First Aid; Manual Handling; Protection of Vulnerable Adults. There is also strong commitment to enabling Staff to undertake training aimed at development of individuals in particular posts, e.g. Deputy Manager (Registered Managers’ Award); Deputy Manager and the Cook (Safer Food – Better Business); Kitchen Assistant (NVQ Level 2 in Catering); Housekeeping Team Leader (NVQ Level 3 in Hospitality) and Housekeeping (NVQ Level 2 in Housekeeping); Activities Organiser (Bee Active); three Shift Leaders and one Carer (NVQ Level 3 in Care). Staff Personal Files were very well organised, easy to follow, and demonstrated evidence of full compliance with the Standard and Schedule 2 of the Regulations. Bank House DS0000020537.V313846.R01.S.doc Version 5.2 Page 18 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, 32, 33, 36, and 38. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The staff team have clear and effective leadership with the Home being very well organised operationally, and the central purpose being ‘the best interests of Residents’. Systems for consultation with Residents are excellent. All Staff are subject to effective support with regular ‘supervision’ and appear involved and happy in their work. The safety and welfare of the Residents is well protected. EVIDENCE: Observation and discussion with Residents and Staff provided firm evidence of the commitment and excellent management skills of the Registered Manager/Proprietor. There is an underlying, but clearly perceived ethos, of ongoing improvements, and the achievement of best practice. It was `clear to Bank House DS0000020537.V313846.R01.S.doc Version 5.2 Page 19 the Inspector through observation and discussions with staff, and particularly comments made by residents that the ongoing guidance and support of Colin Davies, and his management team, ensures the team spirit at the home goes from strength to strength. A recent development has been the appointment of a Deputy Manager, which has proved to be a successful move. A Management Consultant attends the Home on a regular basis to offer advice and coaching to Staff in order to continually raise the professional profile of the Home, and to keep abreast of changes. The previous Inspector considered the Home’s motto…‘what we do this week isn’t necessarily what we do next week’, helped keep Staff motivated and flexible in meeting Residents’ changing needs, which was directly reflected in comments made by one Resident at the time, who said… ‘I have lived here for 19 years and it just keeps getting better all the time.’ It is clear this approach continues, and is seminal in maintaining a ‘freshness’ in the provision of care, with the same lady reiterating the same feelings to the Inspector, at this Inspection, a year further on. All Staff are subject to regular supervision, and appeared involved and happy in their work. The manner in which the Manager organises the ‘supervision’ process exemplifies the focus on ‘day to day’ care provision activities with resultant outcomes fully documented in considerable detail. Bank House continues to have a consistent and sensible approach to all health, safety and well-being matters. Specifically, examination of service records confirmed the maintenance of equipment and appliances is in accordance with Regulations. Health and Safety Policies/Procedures/Practices were satisfactory as are COSHH requirements; with maintenance and servicing of equipment regularly undertaken, and appropriately documented and COSHH data sheets were found to be current. Records are maintained for hot water supply to baths, and water temperatures tested during the Inspection were found to be satisfactory. The Inspector was unable to ‘inspect’ Standard 35, as Bank House no longer manages Residents’ personal monies. There were no ‘Requirements’ from the most recent Inspection by the Fire Safety Officer, held in November 2006. From evidence observed in all ‘Outcome’ Areas, and comments from Residents, the Inspector is assured the Home is run “in the best interests of Service Users” who clearly are very happy and settled in what is their ‘Home’. Bank House DS0000020537.V313846.R01.S.doc Version 5.2 Page 20 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 4 8 4 9 3 10 4 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 4 14 4 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 4 17 X 18 4 4 X X X X X X 4 STAFFING Standard No Score 27 3 28 4 29 4 30 4 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 4 4 X X 4 X 4 Bank House DS0000020537.V313846.R01.S.doc Version 5.2 Page 21 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. Refer to Standard Good Practice Recommendations Bank House DS0000020537.V313846.R01.S.doc Version 5.2 Page 22 Commission for Social Care Inspection Shrewsbury Local Office 1st Floor, Chapter House South Abbey Lawn Abbey Foregate SHREWSBURY SY2 5DE 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 Bank House DS0000020537.V313846.R01.S.doc Version 5.2 Page 23 - 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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