Inspection on 26/09/08 for Beech Tree Care Home

This inspection was carried out on 26th September 2008.

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

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

Other inspections for this house

Beech Tree Care Home 10/08/09

Beech Tree Care Home 26/03/08

Beech Tree Care Home 26/09/07

Beech Tree Care Home 02/05/06

Extracts from inspection reports are licensed from CQC, this page was updated on 05/12/2008.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Beech Tree Care Home Sprents Lane Overton Hampshire RG25 3HX     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Kathryn Emmons     Date: 2 6 0 9 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 25 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 25 Information about the care home Name of care home: Address: Beech Tree Care Home Sprents Lane Overton Hampshire RG25 3HX 01256771353 01256771336 beechtree@schealthcare.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Southern Cross Operations Limited Type of registration: Number of places registered: care home 61 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category physical disability Additional conditions: Date of last inspection Brief description of the care home Beech Tree is a care home providing personal and nursing care for up to 61 service users in the older persons category. The home is situated near to Basingstoke in the village of Overton. The home consists of a three storey building which was purpose built. There are forty-seven single rooms and seven shared rooms most of the single rooms have en-suite facilities. There is a passenger lift and a small-enclosed garden with easy access for wheelchair users. The range of fees for the home is #450 to #750 per week. There are no additional charges. 0 12 Over 65 61 0 Care Homes for Older People Page 4 of 25 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The visit to the service was undertaken by one inspector who spent seven and a half hours at the home. The care received by three residents was looked at in detail. This is a method called case tracking. This included looking at their personal records a range of general records and staff details. This forms part of a key inspection and focused on the standards in the key areas that most effect the quality of life for the residents. Information already held such as a service history and the providers self -audit which is called an AQAA (Annual Quality Assessment Audit) were used to plan the visit. During the visit the inspector spoke to the manager, administrator and eight other staff, eight residents and three relatives. We also sent comment cards for staff and residents to complete and we also considered the comments these contained when writing the report. Care Homes for Older People Page 5 of 25 Care Homes for Older People Page 6 of 25 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 7 of 25 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 8 of 25 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Through pre admission assessments and receiving written confirmation,residents can be confident that their needs can be met by the service. Up to date information enables residents to make an informed choice regarding living at the service. Evidence: We looked at three residents admission details including the newest person to be admitted to the service. We could see that information regarding the residents needs had been obtained before the resident had been offered a place at the service. An assessment is undertaken by either the head nurse of the new manager. One of the residents we spoke with said he had visited the home before he decided to live there as he had a friend who had lived at the service. During our visit we saw two people look around the service and they told us they had been told they could visit whenever they wanted. This means that prospective residents and their families can see how the service operates in real time and not when the home may be less busy. We saw Care Homes for Older People Page 9 of 25 Evidence: documents in place called the service user guide and statement of purpose. These two documents are available to residents and their relatives and inform them of the service they can expect to receive if they choose to live at Beech Tree. Details also included who the staff were and what qualifications they held. These documents are updated by the manager when needed. A complaints procedure was also included in the service user guide.We saw a copy of the homes brochure being given to the two visitors to inform them of the service offered at the home. We were told by 2 residents that they had signed their contract and one relative said they had signed a contract on behalf of their relative. The AQAA we received confirmed that all residents have a contract and this was confirmed in the service user surveys we received back. We were shown the letter which is sent to residents following a pre admission assessment to confirm there needs can be met. This means that residents and their relatives can be confident that the support they will receive will meet their assessed care needs. Care Homes for Older People Page 10 of 25 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Care plans and risk assessments are regularly reviewed and give residents confidence that their individual needs are known. Medication systems keep residents safe. Systems in place provide good access to health care professionals. Residents dignity and privacy is respected. Evidence: Using case tracking we looked at three residents service user plans . These contained admission information details including pre admission assessments. There were records detailing medications, care needs ,weight and nutritional needs. We could see the residents had been included in the production of their care plans and reviews were taking place. We could see that daily records were maintained which staff are able to use to monitor the progress and welfare of the residents. Residents we spoke with said that they were treated with respect and that their dignity was maintained. Examples of this were the way they were addressed, privacy screens being used in shared rooms and the appointment of a staff member who will be a Care Homes for Older People Page 11 of 25 Evidence: Dignity Champion who will be responsible for raising a continual awareness of how to ensure dignity is threaded through care practices. We saw many interactions between staff and residents. All of these interactions were appropriate and valuing of the resident. Care was given in a discreet way and the assistance we saw at lunch time was given in an unobtrusive manner. Staff had an awareness of individuality and ensured that residents were treated individually and given time to make their own choices such as what drink they wanted to what they wanted to wear to where they wanted to go after lunch. We spoke with eight residents and three of these said they remember being involved in their care plans. We could see that reviews were taking place and the trained nurses were responsible for writing the care plans and reviewing them with the resident and key worker involvement. We were told by the manager that all residents are registered with the local doctors surgery. Residents we spoke with were happy with this arrangement and two residents said they had already been registered with the local surgery before they came to live at the home. We could see evidence of weekly visits from the doctors. District nurses visited the service when needed. Relatives we spoke with said they thought the access to health care professionals was very good. A chiropodist visits the service every four weeks and residents are assisted to visit their own dentist in the community or a visiting dentist will be arranged. Support is provided to attend hospital appointments and either a taxi or the homes minibus is available for transport. The AQAA informs us that the services provided to the residents are good and service suer surveys indicate that residents are always satisfied with health care arrangements. Medication records were seen for half of the residents. All medication is administered by trained nurses who have all received additional training in medication administration. Medication records are regularly reviewed by the head nurse and the manager to ensure they are completed correctly. Two residents we spoke with said they were happy with how they received their medication and one said I dont have to worry because i always have my tablets on time . Care Homes for Older People Page 12 of 25 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents are able to lead a lifestyle similar to what they had before living at the service. Appropriate activities are provided and individuality is respected. Dietary choices and preferences are catered for and residents benefit from nutritionally balanced meals being provided. Evidence: We spoke to both of the activities coordinators during the visit. We were told there was a range of activities available and these ranged from dominoes , quizzes to art classes to board games, coffee mornings, fêtes and shopping trips. There is normally an outside entertainer coming into the service once a month and trips out are planned regularly. During our visit there was a singing afternoon in th lounge. Recently the activities coordinator bought visors with lights on to assist one of the residents to carry on with their artwork even though they had failing eye sight. This means that residents are supported to carry on with the hobbies they had before they were admitted to the home. The residents we spoke with told us they always had activities taking place and they enjoyed these. Cultural and religious needs of residents are respected and clergy from various denominations visit the service to provide worship services. Residents are also assisted to attend local worship in the local community of their choice. There were Care Homes for Older People Page 13 of 25 Evidence: a selection of large print and extra large print bibles available in the home and there are contacts with the local church and Gideon people. There is a resident meeting held every month and we saw minutes from these meetings . Residents told us they were able to chose how they spend their days and were given choice regarding when they got up and when they went to bed,when they took a bath or shower and what meals they ate. Staff we spoke with were clear on enabling residents to be as independent as possible and to continue to pursue pastimes they enjoy. Residents told us that they could chose when they received visitors . There were areas around the home for residents to meet with visitors if they didnt want to use their rooms. We saw visitors being welcomed into the home. relatives spoke with us and told us the care here is brilliant they cant do enough for my mother in law and they really seem to care and let you know what is happening and if there are any changes in their care. Comment cards we received indicate that residents are always satisfied with the food provided. We spoke with the chef who explained how all meals were produced using the Nutmeg system which ensured that all meals are nutritionally balanced. We saw the menu on display and residents told us they were always able to choose the food they had at meals times and they could also change their mind when the meal was served. Environmental Health have recently visited to inspect the kitchen and awarded 4 stars excellent for the hygiene standards of the kitchen. The chef was aware of specialized diets and provided sugar free and low potassium and soft diets. Birthdays and holidays are celebrated with buffets and celebration cakes. We observed the lunchtime and could see that staff worked hard to provide a social experience for people. One resident told us I can have a sherry if i want, and we always have three courses at lunch time and the suppers are wonderful. Care Homes for Older People Page 14 of 25 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. A complaints policy enables residents and visitors to the service to raise any issues. They can be confident that their concerns will be listened to and dealt with. Staff receive safeguarding adult training and know how to deal with any complaints that are made. Evidence: We received information before we visited the service which identified that a safeguarding adult referral had been made in May 2008. This was in relation to an allegation of inadequate personal care delivery. We looked at the records in reference to this and could see that the issue had been throughly investigated and the manager told us the issue had now been concluded. The service worked in cooperation with social services and social services continue to place residents at the home. Care records have been reviewed to ensure that when care is delivered it is recorded clearly so an audit trail is in place so it is clear who delivered care to each resident. We looked at the complaints procedure and saw that this was also on display. Since the last inspection no complaints have been bought to our attention. The manager confirmed no complaints had been raised at the service. We spoke with residents and two relatives who told us that if they had any concerns they would speak with the administrator or the manager or the nurse in charge at the time. One relative said I have been coming here for a long time and you only mention something and it is dealt Care Homes for Older People Page 15 of 25 Evidence: with right away, but there is rarely anything to mention. Staff told us they were aware of how to deal with a complaint and that they had been instructed to report any negative comments straight to the nurse in charge who would then deal with the issue.Residents indicated to us with comments such as they only do good here, they are wonderful and Im safe here they are all trained and know right from wrong that they feel safe at the service and are confident that staff have their best interests at the centre of the care they deliver. Four staff spoken with told us they had received training in safe guarding adults and we saw evidence of this in staff training records. Staff were clear on what constituted abusive practice and were very clear on how they would deal with any practice they thought was unacceptable. Staff told us that they felt confident in raising any issue with the new manager and felt that there was an open and inclusive culture within the home. Residents told us that they could also raise general issues in residents meetings. Care Homes for Older People Page 16 of 25 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents live in a clean and pleasant service. Decor and furnishings are residents choice and specialized equipment enables then to be as independent as possible Evidence: We took a tour of the premises and found them to be clean and tidy. A couple of areas had a minor odour but these were dealt with straight away. Systems are in place to ensure no adverse odors are present in the service and residents said they thought the service smelt fresh. A relative said sometimes there was a minor odour but it was only very occasional. Residents told us they were satisfied with the cleanliness of their bedroom and said they saw the domestic staff each day. There is a designated laundry assistant during the week and three residents told us that the service was good and that their clothes were well washed and ironed. A maintenance person is employed and any repairs are reported to the manager or administrator and are addressed promptly. We saw the gardens are well maintained and are located to the rear of the home. There is a large car park to the front of the home with sufficient parking for staff and visitor parking. Visitors are able to enter the home and will be identified by the manager or administrator or receptionist and if they Care Homes for Older People Page 17 of 25 Evidence: are not known then they will be asked for identification. This means that residents can be confident that only authorized peole are entering their home. Bathrooms were clean and tidy and adaptations had been fitted to enable staff to assist residents with bathing in a safe way. Staff told us they had received training in moving and handling and equipment such as hoists had been serviced. We noted that one bathroom was not working and a couple of floors in bathrooms were becoming worn but currently did not present as a hazard. The manager said she was aware of the minor areas of upgrading that were needed and this was part of the business plan. We saw that the communal areas had a variety of furniture and this was all in good repair. Corridors were clear from possible hazards and a certificate was in place next to the lift to show the lift had been recently serviced and repaired. The AQAA we received indicated that fire safety tests and training take place regularly and the fire system is serviced regularly. We could see staff working to good infection control guidelines and that they were using gloves and aprons when delivering personal care and serving food. Care Homes for Older People Page 18 of 25 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. An enthusiastic and trained care team cares for residents. The organisations recruitment procedures are robust and protect residents. Consistent reviewing of staffing levels and staff deployment through the home will enable residents needs to continue to be met. Evidence: We received comment cards from staff three residents which all indicate that they did not feel there were sufficient staff on duty. When we visited the service we spoke with eight staff who all said that staffing levels were much better and that this was due to there being less residents and more staff. We discussed this with the manager who confirmed that staff deployments throughout he home had changed and rather than staff working on each floor the staff had been divided into two teams who worked one side each of the home . The organisations representative confirmed following the visit to the home that occupancy levels were not going to increase until more staff had been recruited in the near future. This means that the delivery of care remains at a good standard and residents can be confident that their care needs can be met with the current number of staff. We talked to residents about the staff team and all of the comments were very positive and included They cant do enough for me, they have the patience of a saint, all of them and Its good that they have time to chat along with you and Ive been here a while and they all seem great to me . Care Homes for Older People Page 19 of 25 Evidence: we received a comment before we visited indicating that sometimes call bells took a while to answer. The call bell system is electronic and records how long each bell is ringing for. The manager confirmed she checks this if she is informed that call bells are ringing for a while. We monitored call bells during the visit and the longest a call bell was ringing for was 22 seconds. Resident said that they didnt normally have to wait long before their bell was answered but one resident stated that before the number of residents decreased call bell times had been longer. We looked at three staff recruitment files. We could see the necessary checks such as written references, application forms and criminal record bureau checks had been completed. Two staff spoke about their recruitment process and how they were recruited. An induction process is in place and a new member of staff talked to us about how they had started work and were teamed with another care assistant and what training they undertook. We looked at training records and could see that training had been delivered in various areas such as basic food hygiene, nutrition , infection control ,moving and handling and fire safety. We could see that a few staff were due an update of moving and handling training and the manager confirmed that two staff were being trained as train the trainers so they could deliver this training in house. Staff were supported to gain their NVQs in Care (National Vocational Qualification). This means that they have an increased skill and knowledge base which may mean they are able to deliver an increased quality of care. Trained staff are supported to attend study days to keep their practice up to date and these include sessions such as taking blood and using syringe drivers for pain management. Staff told us they have staff meetings and we could see that minutes were in place for these meetings. Care Homes for Older People Page 20 of 25 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents live in a service which is managed by an enthusiastic and experienced manager, who is currently not registered. Quality assurance systems are in place to improve the quality of the service. Supervision sessions enable staff training needs to be identified and met. Heath and safety arrangements keep residents, staff and visitors to the service safe. Evidence: Since the last inspection a new manager has been recruited. The new manager has been in post since May 2008 and is in the process of applying to the Commission to be considered for registration as the registered manager for the service. Staff we spoke with made very positive comments about the manager such as She is very kind and you can talk to her , she works with her heart and wants the best for everyone, You can trust her to make the right decisions, I wouldnt have stayed here if she(manager) wasnt as good as she is. One resident said You get to see her every day she will come and say hello and see how you are doing and Since she has been Care Homes for Older People Page 21 of 25 Evidence: here its a lot better. Staff made various comments regarding how the morale of the staff team had improved since the manager has been in post. Residents indicated that they thought the service had improved in areas such as the number of staff on duty and an increase in activities. Since the last inspection supervision sessions have increased and all staff have been receiving regular supervision. We evidenced this by the supervision notes and staff telling us. Requirements from the last inspection have all been complied with . It was noted in the last inspection report that some relatives felt they were not informed of changes in their relatives welfare. We spoke to three relatives during our visit and all of them said they were telephoned by either the manager, or nurse in charge if there had been a change to their relative. The administrator also said that when relatives came into the home they were updated on their relative if there were any changes. There is a quality assurance system in place which is managed from the organisations head office. This consists of questionnaires being sent out from the head office to a sample of relatives of residents in various homes. Overall information is given to each service but currently questionnaires are not sent directly from the home to the relatives or residents at the home. There are audits undertaken each month at the home by the manager and these include care plans and staff audits, catering and maintenance audits. All of the results are forwarded to the organisations head office. Monthly, the organisation regional representative attends the service to discuss with the manager the progress of the service. Staff said they had been spoken to by the representative. Two residents thought they had spoken to the representative even though they couldnt remember his name. This means that staff and residents views are sought by the organisation so they can improve their service for the people who live and work there. Residents financial arrangements were clear and are managed by the administrator.We spoke with the administrator who explained the audit trail for managing residents monies and we see how monies were kept safe. We could see from the AQAA we were sent and from discussion with the maintenance person that safety tests such as fire alarm testing were being carried out regularly.This means that residents are living in a safe environment. Care Homes for Older People Page 22 of 25 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 23 of 25 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations Care Homes for Older People Page 24 of 25 Helpline: 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 We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 25 of 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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!