Inspection on 01/11/05 for Bankfield Premier Care

This inspection was carried out on 1st November 2005.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. 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 found there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

Other inspections for this house

Bankfield Premier Care 13/01/09

Bankfield Premier Care 12/05/08

Bankfield Premier Care 04/12/07

Bankfield Premier Care 12/07/07

Bankfield Premier Care 23/06/06

Bankfield Premier Care 07/06/05

Bankfield Premier Care 14/09/04

Bankfield Premier Care 20/04/04

Similar services:

Chirnside House

Keer Sands Residential Home

Ruskin Lodge

Bushell House

Langrigg House

Parkside

Dystlegh Grange

Thornton Lodge

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

CARE HOMES FOR OLDER PEOPLE Bankfield Premier Care Gigg Lane Bury Lancs BL9 9HQ Lead Inspector Grace Tarney Unannounced Inspection 1st November 2005 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 Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 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. Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 Page 3 SERVICE INFORMATION Name of service Bankfield Premier Care Address Gigg Lane Bury Lancs BL9 9HQ 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) 0161 764 8552 0161 761 3689 Mr David Arthur Hopkins Care Home 47 Category(ies) of Old age, not falling within any other category registration, with number (47) of places Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. Within the maximum registered number 47, there can be up to: 47 Older People (OP) The service should employ a suitably qualified experienced manager who is registered with the Commission for Social Care Inspection. 7th June 2005 Date of last inspection Brief Description of the Service: Bankfield Premier Care Home is a care home providing personal care for older people over 65 years of age. It is a large purpose-built detached home situated in a residential area of Bury, close to Bury football club. It is close to main bus routes and is approximately 3 miles away from Bury town centre. There is limited parking to the front of the home for the use of staff and visitors. There is a large enclosed courtyard at the back of the home. This has a well-stocked garden area and plenty of seating for the residents. The home is registered to care for 47 residents and provides accommodation on the ground and first floor. Most of the bedrooms are single rooms and 22 of the single rooms have an en-suite facility of toilet and wash hand basin. The bedrooms on the first floor are reached either by stairs or a passenger lift. There is one large dining room and several lounge areas. Several of the toilets and bathrooms have aids to assist any resident with a disability or mobility problem. Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The home was not made aware that this inspection was to take place. This was an unannounced inspection. The inspector spent 8 hours at the home. . During this time she looked at care records to check that the health and care needs of the residents were being met. The Inspector also looked at how the home looks after the residents’ spending money. To make sure that the home and the equipment in it was safe, the Inspector looked at the maintenance and service records. The Inspector then looked around the building at the bedrooms, bathrooms toilets and sitting areas to check if they were clean and well decorated. She then visited residents in their own bedrooms to check out the care that was being provided for them. In order to obtain information about the home the inspector also spent time speaking to 3 residents, 2 care assistants, the cook and the acting manager. A pharmacy inspector also visited the home. She spent 4 1/2 hours looking at how the home store and give out the medicines. Not all the National Minimum Standards were looked at on this visit. During the next inspection the inspector will look at the rest of the Standards that are considered to be important for residents safety and well-being. What the service does well: What has improved since the last inspection? Several of the staff spoken to felt the new manager was giving them good support and things in the home were gradually improving. The meals and mealtimes had improved. There was a bigger choice of food available and all the tables were nicely set. Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 Page 6 Several bedrooms, the reception and corridor areas had been re-decorated and re-carpeted. These improvements had made a big difference to the residents living there. 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. Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 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 Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 3. The system for ensuring that all prospective residents had a detailed assessment undertaken prior to admission to the home gave an assurance both to residents, relatives and staff that a resident is only admitted if the home can meet their needs. EVIDENCE: Before any resident was admitted to the home an assessment of their needs was undertaken either by a senior member of staff from the home or from the professional i.e. care manager, requesting their admission. The assessments were detailed and gave a clear indication of their needs and their capabilities. The assessments looked at the physical, mental and social care needs of the residents as well as the involvement if any, of their relatives. Standard 6 does not apply. The home does not provide intermediate care. Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 789 The care plans reflected most of the support needs of the residents. Care practices ensured that most health care needs were met apart from the inadequate system for weighing the residents. Accurate weight monitoring is essential to ensure that dietary needs are met. The lack of attention paid to the importance of regularly updating risk assessments, could result in risks going unnoticed, resulting in possible harm to residents. The system for handling medicines was not as safe as it should have been. This could put the residents at risk of not receiving their medicines safely. EVIDENCE: Each resident had a care plan. There were actually 2 sets of care plans for each resident. The care plans that contained detailed information such as admission details and assessments were kept in individual folders and stored in the medication room. The “working” care plans were kept in two large folders. The daily progress reports were kept within the folders. This is good practice. A discussion took place with the acting manager in relation to the suitability of storing care plans in a room that should be kept locked. Care plans must be safely stored but need to be accessible. The care plans of 3 residents were examined. Each of the 3 care plans had a risk assessment for nutrition, moving and handling and pressure sores. The risk assessments however were not updated on a monthly basis. Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 Page 10 In relation to nutrition and pressure sores, the staff made a judgment on whether a resident was high, medium or low risk. There was no code or guidance however, on which to base the judgments. Bedrail risk assessments were in place however they did not give enough information about the risk involved. They need to be more detailed. The nutritional risk assessment of one resident stated that she was to be weighed weekly. There was nothing in the file to show that this had been happening. Residents must be weighed according to their assessment. The frequency of weighing residents was inconsistent. Some residents had not been weighed since April 2005. The regular monitoring of residents weight is essential to ensure that their nutritional needs are met, to prevent any further deterioration in their physical condition and to identify any underlying undetected medical conditions. A discussion with the residents showed that they had access to other healthcare professionals, such as dentists, opticians, chiropodist and district nurses. Evidence of these visits was kept in the residents’ individual files. A district nurse was actually in the home during the inspection. She was administering the influenza injections. Whilst the home had plenty of pressure-relieving equipment of its own, the district nurses would supply any further equipment that was required for pressure relief. The CSCI Pharmacy Inspector looked at the medication system. A separate report has been forwarded to the registered provider. The requirements made are detailed at the back of this inspection report. The areas of concern identified were in relation to the absence of medication procedures, training in respect of medication management, the recording of medications given, received and returned, and the storage of medication. Concerns were discussed regarding the management and recording of warfarin and nutritional supplements. Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 13,14 &15. The home enables residents to exercise as much personal freedom and choice as possible. The dietary needs of the residents were well catered for, EVIDENCE: A discussion with the residents and care staff confirmed that the residents were able to receive visitors in private and that they were able to choose whom they see and do not see. The Statement of Purpose gave information about visiting and maintaining contact with relatives and friends. Care staff told the Inspector that ministers and friends of various churches visit on a regular basis. Residents confirmed this. Residents are encouraged to bring personal possessions into the home. Many of their bedrooms were highly personalised with small pieces of their own furniture, pictures, photographs and ornaments etc. Compliance was checked in relation to the requirement made during the last inspection for Standard 15. The home was required to provide a more varied and nutritious diet. This must include the provision of more fresh fruit and vegetables. This had been complied with. The food stocks were plentiful. The residents told the Inspector that the food was good. The lunchtime meal was steak pudding with mixed vegetables and mashed potato or curry. The residents had a choice of Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 Page 12 two home-made puddings. The evening meal was chicken kiev and chips or sandwiches. Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 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 inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): EVIDENCE: Compliance was checked in relation to the recommendation made during the last inspection for Standard 16. This was: The directive on the complaints procedure that states all complaints must be made formally to the area manager should be removed. This had been partially complied with. A complaints procedure on display still had the above directive written on it. Also in the revised Statement of Purpose there were two complaints procedures in place. One of these complaints procedures stated all complaints must be made formally to the manager. Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19 20 21 23 24 25 26. Apart from the poor condition of some of the toilets, the residents lived in clean and comfortable surroundings. The lack of some radiator covers and window restrictors, however presented a risk to their safety. EVIDENCE: The residents have the use of any of the 2 lounges, the conservatories and the large dining room. These rooms were very pleasant, well decorated and appeared very homely. The conservatories have a very pleasant outlook onto the enclosed courtyard. The courtyard was a safe area for residents to walk about or sit in. One of the conservatories was without a guarded radiator. The larger lounge and the adjacent conservatory were without a call bell system. The carpet in the smaller “ quiet” lounge was stained and rucked in parts. Seating and a public telephone are provided in the reception area. It was evident that there was an ongoing programme of refurbishment and redecoration. The majority of the corridors had been redecorated and re carpeted to a good standard. Some of the toilets and bathrooms had aids to assist any resident with a disability or mobility problem. Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 Page 15 The toilets close to the dining area were in a disgusting condition. The toilet walls were damaged and the decor was extremely poor. The shelves above both the toilets contained communal toiletries in addition to shaving equipment and corrosive substances. It was evident that staff were using the tubs of sudocreme that were prescribed for specific individuals, for several of the residents. This presents a cross infection hazard. There was no lid on the clinical waste bin that contained used incontinence pads. Displayed on the wall was a list of the names of the residents and the pads that they were to wear. This is not acceptable. It compromises the dignity and privacy of the residents. It was removed during the inspection. Two of the toilets in this area were without call bell leads. Toilet A was also without a call bell lead. The toilet seats in toilet 1, (close to bedroom 43) and bathroom K. were damaged and need replacing. There was also no window restrictor in toilet 1. The home provides bedroom accommodation on the ground and first floor. Most of the bedrooms are single rooms and 22 of the single rooms have an ensuite facility of toilet and wash hand basin. Nine of the bedrooms on the ground floor give access to the courtyard. This is not level access and there is a danger that residents could fall whilst walking out from their bedroom. The risk assessments in place that had been previously requested, were not detailed enough. They did not give enough information about the risks involved to individuals, and what action the staff had to take to reduce or prevent any accident occurring. The bedrooms on the first floor are reached either by stairs or a passenger lift. The bedroom doors were fitted with locks and each bedroom had a lockable space. The bedrooms were clean, well decorated and most were highly personalised. The rooms were individually and naturally ventilated, they were all centrally heated and radiators were covered. The radiators on the corridor near bedroom 33, and as previously stated, the radiators in toilet 1 and the small conservatory were not guarded. The home was clean and free from offensive odours. Hand washing facilities were not in place however in residents’ en-suite bedrooms. The laundry was clean and looked organised. Adequate equipment was in place and protective clothing was available. Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27 & 30. The residents were cared for by sufficient numbers of staff that were suitably trained and therefore had the knowledge and skills to meet the residents’ needs EVIDENCE: Examination of the duty rotas, a discussion with staff and with residents identified that there was sufficient staff on duty to meet the needs of the 37 residents living at the home. All members of staff receive induction training within six weeks of appointment to their post and further foundation training within the first six months of appointment. Staff training files were examined. The home continues to provide training in NVQ care. Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 Page 17 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 33 35 & 38. A satisfactory accounting system was in place that ensured the residents’ interests were protected. Some current practices did not promote and safeguard the health, safety and welfare of the people using the service. EVIDENCE: The Inspector was advised that the home have not yet developed a formal quality assurance system. Questionnaires have been developed for residents and relatives to complete but there was no evidence of any findings. Other ways of monitoring the service would be via questionnaires to other stakeholders i.e. district nurses, care managers etc and the results of any surveys should be published in the Service User Guide. The systems in place for the management of residents’ money were good. The home had a satisfactory accounting system in place. The administrator could determine exactly how much money the home was holding for each Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 Page 18 person and how the money was being spent. Receipts were retained for all financial transactions. Several shortfalls in relation to health and safety matters were identified. Chemical substances were left out in the residents’ toilets. This is a health and safety hazard. There were no window restrictors on the windows in bedroom 36, toilet 1 and the window on the corridor near bedroom 37. Radiators were unguarded in the small conservatory, toilet 1 and on the corridor near bedroom 33. Most of the equipment and services within the home were serviced on a regular basis in accordance with the individual requirements. There was, however, no documentation to show that the thermostatic control valves had been serviced. There was evidence to show that the water temperatures were being checked in house, on a monthly basis. It was recorded however that the water temperatures were discharging at between 57° to 60°. Water should not be discharged at a temperature higher than 44°C. During an inspection of the cellar area it was noted that the lift room was being used to store flammable substances and items of furniture. The lift room must be kept locked and must not be used for storage. . Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 Page 19 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 2 8 2 9 1 10 x 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 x 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 x 17 x 18 x 1 2 1 x 3 3 2 3 STAFFING Standard No Score 27 3 28 x 29 x 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score x x 1 x 3 x x 1 Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 Page 20 Yes Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1 Standard OP7 Regulation 15(2) Requirement Risk assessments, in conjunction with the care plan, must be evaluated as and when required, but at least on a monthly basis. The risk assessments for bed rails must be more detailed. They must provide more information about the risk involved. Residents must be weighed in accordance with their nutritional risk assessment. If there is no identified risk then they must be weighed at least monthly and the weight recorded in their care plan. The frequency of weighing must also be detailed in their care plan. (Previous timescale of 13/8/05 not complied with) The provider must ensure that the medication procedures are reviewed and implemented The provider must ensure that all self-administration is assessed and supported in accordance with the homes policies. (extended) The provider must ensure that DS0000008398.V260505.R01.S.doc Timescale for action 31/12/05 2 OP7 13(4)(c) 31/12/05 3. OP8 12(1)(a) 31/12/05 4. 5. OP9 OP9 13(2) 13(2) 05/12/05 05/12/05 6. OP9 17(1)(a)(i 05/12/05 Page 21 Bankfield Premier Care Version 5.0 ) 13(2) 7. OP9 18(1)(c) 8. 9. OP9 OP19 13(2) 13(4) 10. 11 12 OP19 OP19 OP21 23(2)(n) 16(2)(c) 23(2)(d) 13 OP25 13(4)(a) 14 OP26 13(3) 15 OP26 13(3) 16 17 OP38 OP38 13(4) 13(4) all medication records are clear, complete, accurate and up-todate. (extended) The provider must ensure that all carers handling medication complete assessed and certificated training. The provider must ensure that all medication is securely stored. Detailed risk assessments must be undertaken in relation to the patio doors that lead on to the courtyard. An immediate requirement form was issued in respect of this and was complied with. Call bells and call bell leads identified in this report as being missing, must be provided The carpet in the quiet lounge must be replaced The toilets identified in this report as being in need of redecoration and refurbishment must be attended to. The radiators identified in this report as being unguarded must be suitably protected or low surface temperature radiators fitted. An immediate requirement form was issued in respect of this. To reduce the risk of cross infection, the residents’ individual barrier creams must not be used for other persons. To reduce the risk of cross infection staff hand washing facilities must be provided in the residents’ en-suite toilets. Chemical substances must be stored safely. The thermostatic control valves must be serviced in accordance with requirements. Evidence of this must be forwarded to the CSCI DS0000008398.V260505.R01.S.doc 30/12/05 05/12/05 14/11/05 31/12/05 31/03/05 31/12/05 04/12/05 01/11/05 31/01/06 01/11/05 31/01/06 Bankfield Premier Care Version 5.0 Page 22 18 OP38 23(4)(a) The lift room must be kept locked and must not be used for storage. Window restrictors must be in place on all windows above ground floor level. An immediate requirement form was issued in respect of this and was complied with. . 01/11/05 19 OP38 13(4) 04/11/05 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. 3. 4. Refer to Standard OP7 OP7 OP16 OP33 Good Practice Recommendations Serious consideration needs to be given to storing the care records in a more accessible place. Consideration needs to be given to devising pressure sore and nutritional risk assessment documents that give clear guidance on how to reach a judgment The directive on the complaints procedure that states all complaints must be made formally to the area manager should be removed. Consideration needs to be given to looking at other ways of monitoring the service provided within the home. Questionnaires could be sent to other stakeholders i.e. district nurses, care managers etc and the results of any surveys be published in the Service User Guide. Bankfield Premier Care DS0000008398.V260505.R01.S.doc Version 5.0 Page 23 Commission for Social Care Inspection Bolton, Bury, Rochdale and Wigan Office Turton Suite Paragon Business Park Chorley New Road Horwich, Bolton BL6 6HG National Enquiry Line: 0845 015 0120 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. 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