Inspection on 15/01/07 for Bewick Lodge

This inspection was carried out on 15th January 2007.

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

Bewick Lodge 11/03/08

Bewick Lodge 15/05/06

Bewick Lodge 04/01/06

Bewick Lodge 20/06/05

Bewick Lodge 12/10/04

Bewick Lodge 15/06/04

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

CARE HOMES FOR OLDER PEOPLE Bewick Lodge Waverly Crescent Lemington Newcastle Upon Tyne Tyne & Wear NE15 8AN Lead Inspector Suzanne McKean Key Unannounced Inspection 15th January 2007 10:00 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Bewick Lodge DS0000000419.V302982.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. Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Bewick Lodge Address Waverly Crescent Lemington Newcastle Upon Tyne Tyne & Wear NE15 8AN 0191 264 7267 0191 264 7296 Bewick.Lodge@fshc.co.uk 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) Bewick Waverley Ltd Mr Anthony William Kavanagh Care Home 45 Category(ies) of Dementia - over 65 years of age (45) registration, with number of places Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. Up to 8 beds can be used for service users who do not require nursing care, category DE(E). 15th May 2006 Date of last inspection Brief Description of the Service: Bewick Lodge is a 45-bedded care for older people with enduring mental health problems. The home provides nursing care to those residents who have been assessed as requiring it and social care to the residents not needing nursing care. The home is purpose built and is physically attached to another home on the same site. The home is set in large landscaped gardens, close to local amenities and has good local transport links. The home has 45 single bedrooms 18 of which have en-suite facilities. There are two floors with lounges and dining rooms on each floor. There are sufficient bathing and toilet facilities in all areas. Stairs and a passenger lift access the first floor. The home charges fees of between £376 and £477 per week depending upon the needs and requirements of the individual residents. As the home provides nursing care the free nursing care element of the funding is provided in addition to the costs charged to the resident. The home provides information about the service through the service user guide. A copy of the last inspection report from The Commission for Social Care Inspection is available in the entrance to the home. Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This sit visit was carried out over six hours by two inspectors, Suzanne McKean and Mary Blake, both of whom have visited the home on previous occasions. The manager Mr Kavanagh was on duty during the visit and assisted the inspectors with the inspection process. We talked to twelve residents and three during the visit and the inspectors during the visit spoke to six of the staff. Records examined included, four care plans, training records and the records for complaints as well as the health and safety, accident and maintenance records. A random inspection was carried out on 11th August 2006, and it was found that out of twenty one requirements identified at the previous inspection fourteen had been fully met and one partially met. The six remaining requirements had not at that time reached the timescale for action. These were examined at the site visit and only two of these have not been fully met. The Manager is working to meet them. The one recommendation remains in place. No additional requirements have been made as a result of this visit. What the service does well: What has improved since the last inspection? Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 6 The Manager has continued to make significant improvements to the care being delivered and the residents are now having their health, personal and social care needs met. The records are now being completed in a detailed and effective way to reflect the care being delivered. The staff are being supported and managed, supervised and trained to give good care. This was also the case at the time of the last random visit and continues to be the case. 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. Bewick Lodge DS0000000419.V302982.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 Bewick Lodge DS0000000419.V302982.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, 5 & 6 (the home does not provide intermediate care) Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Prospective residents and their relatives are invited to visit the home and are given enough information before they make a decision stay. Residents are appropriately assessed prior to moving into the home. Intermediate care is not provided. EVIDENCE: Four residents files were checked and they contained a copy of a needs assessment carried out by the referring care manager as well as a detailed assessment completed by the home staff. The pre admission assessments contained a range of appropriate information. These are used to draw up both these initial assessments and the home’s subsequent service user plans. Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 9 All prospective service users and their representatives are invited to visit the home prior to admission to the home. Two relatives who were in the home during the visit said that they had been given sufficient information prior to their relative’s admission and that it proved to be accurate. Care plans were checked and staff members consulted during the visit. These confirmed that a range of specialist services was provided to service users. Staff interviewed had had a range of relevant training and experience. Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 & 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has comprehensive care plans. Detailed, individual, care planning is undertaken and the care is being delivered in line with these plans. The residents are having their health care needs met. Staff treat residents with respect and maintain their privacy when they are caring for them throughout their daily life. There is an effective procedure in place for administering medication, which is followed. EVIDENCE: Four care plans were examined in detail. There have been significant improvements made to them since the last full inspection and this was also noted at the last random unannounced inspection visit. They are now detailed and up to date. The assessments are appropriate and the care planning Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 11 information gives staff clear instruction on how to provide care for the residents and reflects their changing needs. The residents psychological, health and personal care needs are being monitored and met with preventative care being delivered. Staff are ensuring that they are using up to date practice by using advice from outside advisors from NHS specialist services. The home is registered to provide nursing care for residents with a dementia and the home has the necessary equipment to provide for the needs of the current residents. Some of the residents also have physical nursing needs making it necessary that equipment is available to address their particular needs. This included a number of intermittent pressure-relieving mattresses and patient hoists. A skin integrity assessment tool is used and all service users are assessed formally for their nutritional status. Residents are provided with services available to the wider community for example chiropody, dentistry and other therapeutic services according to assessed need. Residents are weighed regularly and staff make changes in the care provided to take into account any changes. Although some weight loss was noted in the care plans examined action had been taken to address it. Dietary needs are identified and met for those residents who have requirements specific to their different religious, and cultural needs. Other choices and preferences are accommodated. Care plans include information regarding the individual cultural and religious needs of residents. This is evident in both the social and health care needs. Staff were seen knocking on bedroom doors prior to entering although this could not be confirmed by residents (due to their conditions) that this was usual practice. Two relatives said that they felt that their relatives were offered privacy during personal care. Any examinations by medical or nursing staff are carried on in the resident’s room. The records of the administration of medicines was examined, including the way the home orders, manages and stores it. The records were complete and the storage is appropriate. Residents are receiving there prescribed medication in line with the relevant legislation and good practice guidelines. There are now good recording of medicines given and there is suitable identification using photographs on the Medicine Administration Records. This provides additional security for administering medication. Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 & 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Routines for daily living and activities, which are flexible and appropriate to meet their cultural, social, religious and recreational interests and needs. Arrangements for residents to maintain contact with their family and friends and the local community are suited to each individual’s needs and vary accordingly. The food being served is being prepared safely by knowledgeable staff and offers choice to the residents. The home offers the resident a balanced diet and there is sufficient quantity of both food and fluids to meet their needs. EVIDENCE: Residents are now being offered a selection of social activities. There is an activities co-ordinator employed for 21½ hours per week. These activities are recorded on an individual basis and although the variety offered depends upon the dependency level, needs and interests of the residents they did offer some Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 13 choice. The home had introduced the “POOL activities level tool” and are using social care assessments to identify previous interests of residents when possible. Some residents have been out to visit the local public house. The home has had visiting entertainers including one involving interesting animals which some of the residents said they really enjoyed. Records in the home including the care plans now show that residents are making decisions about their daily lives. Although this can be in small ways it includes issues such as what time they get up and go to bed and what they eat and wear as well as taking part in social activities. All residents are supported to maintain links with their families. During the visit some relatives were visiting the home and those spoken to were positive about the way they are welcomed and made to feel comfortable. All residents choose who they want to see. Daily routines encourage independence, choice and freedom of movement. The staff team were interacting in a sensitive and respectful manner with service users during the visit and although the residents were not able to verbally confirm if the staff respect their dignity they were interacting comfortably with staff. The menus are developed by the company and operate around a four-week programme. The menus appeared varied and nutritional, special diets are provided as needed. The residents said that the food was good and they confirmed that a choice is always available. During the lunchtime meal all of the residents were asked for their choice at the time of serving and although two had chosen differently prior to the mealtime they were given what they wanted. The kitchen was well organised, clean, and tidy with ample stock levels including fresh vegetables and a good selection of fruit. The catering staff maintain appropriate checks as required. There was an extensive supply of good quality food available. The chef was knowledgeable about fortifying the food for those residents who are at risk of loosing weight and there was a good supply of butter and full fat cream to assist in achieving this. Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16, 17 & 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home informs residents and relatives about the complaints policy. There are policies and procedures which say how the complaints will be dealt with. The complaint record was detailed and included an action plan to address the improvements necessary. The home protects the residents from abuse by having a policy in place and by training staff in how to recognise and react if abuse is suspected. EVIDENCE: The complaints policy is in the service user guide and is displayed in the home. Two relatives were asked about the complaints procedure and said that they would not be worried about speaking to a member of staff if they had any concerns and said that they would be happy to approach the Manager, Mr Kavanagh. The record of a complaint was examined and was competed appropriately. It had been investigated and resolved. The home has policies and procedures in relation to the prevention of abuse and whistle blowing; the staff are trained in these areas of practice, which is included in the induction programme and the ongoing in house training programmes. Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 15 There has been a recent relatives survey carried out the results of which are being analysed at the moment. The responses were looked at and the preliminary findings seen, these were generally positive. The action plan to identify improvements, which can be made, is also being developed which will be fed back to the residents and relatives once available. This will also contribute to the home annual quality assurance strategy. Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 16 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, 20, 21, 22, 23, 24 & 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There are suitable facilities to meet all of the needs of the residents. The decoration and furnishings have been improved and are now of a better standard resulting in the home being a more pleasant environment. The bedrooms are now suitably decorated and furnished to give the residents a pleasant personal space. Policies and procedures are in place to assist in maintaining a clean and hygienic environment, and managing infection control. The staff are trained in these policies are know what they need to do. Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 17 EVIDENCE: The home is purpose built over two floors and it is set in extensive wellmaintained gardens which residents can only access when supervised by staff. There is no free access to a safe, secure area for residents who have mental health problems. The improvements to the decoration noted at the last inspection has continued and the home is now well decorated and furnished. The dining room and reception area downstairs are pleasantly decorated and equipped. The radiator covers now have guards in place and are clean. There are bathrooms and toilets close to all communal areas and bedrooms. Eighteen of the bedrooms have en-suite facilities. There are three bathrooms on each floor only one bathroom on each floor has an adapted bath that can be used by the residents. There are no showering facilities in the home. The Manager confirmed that the non-slip flooring which needed to be replaced in some of the toilet areas was completed as planned soon after the site visit. A random inspection of the bedrooms found that improvements continue to be made. The bedrooms are clean and there is a redecoration programme. The new furniture and bedding make the rooms look homely in style. The sluices were tidy and generally clean. The sluices were locked and the disinfector was working. A cleaning schedule is in place and all areas of the home were clean. The clinical waste is securely stored outside the building. Liquid soap and paper towels are available in resident areas and in all resident’s bedrooms allowing staff, visitors and residents to wash their hands without leaving the room. The laundry is separate from resident areas and was clean and free from odours. Lighting levels were sufficient and there was emergency lighting throughout the home. Water is stored at over 60°C. Valves are in place at water outlets to ensure water is provided close to 43°C to prevent scalding. Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 & 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Numbers of care staff and qualified nurses are appropriate to meet the needs of the current residents being accommodated in the home. The staff are recruited and selected using a system, which ensures that they are safe to work in the home and able to care for the residents. Training is provided to the staff covering both statutory and clinical issues and is up to date. EVIDENCE: The Manager, Mr Kavanagh has worked hard to improve the training opportunities for the staff in the home. The statutory training programme is up to date. Staff are being given clinical training both formally through training sessions and informally during the delivery of care. Specialist advisors are asked to see individual residents and the home is using the advice to plan the care they give. There has been a problem with the home achieving a minimum of 50 of the carers with a National Vocational Qualification (or equivalent) at level 2, as the Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 19 training provider has had to be changed. The Manager now feels that the training is back on track to achieving this by the end of 2007. There has been no staff turnover since the last inspection visit and this ensures a good level of consistency as the staff and residents become very familiar with each other. Staff records are completed in line with the company policies and procedures, including two references and a completed application form. The requirement to have a CRB and POVA check in place is applied to all of the staff in the home. Staffing rotas showed that the Manager is ensuring that enough staff are on duty to meet the need of the current client group. It was noted that when sickness and staff holidays occur home staff usually covers it. Late reporting of sickness does occasionally result in fewer staff being on duty for short periods. On the day of the visit there was one qualified nurses on duty all day, two carers in the morning and afternoon. The Manager was on duty from nine till five, however as one of the carers had reported sick he was working as a carer to fill the gap. There was sufficient domestic, catering and laundry staff on duty. Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 20 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 & 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is well managed; service users heath and welfare are promoted and protected. The environment is maintained and is safe and well organised. Resident’s personal finances are managed appropriately by the home as necessary although the use of the joint account is still in place and is subject to a requirement. Staff supervision is up to date and in line with the homes policies. The company uses a variety of ways of considering quality assurance in the home in a way, which assists in the development of the annual development plan. Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 21 EVIDENCE: There are clear lines of accountability both within the home and with the senior managers of the company. Care is being delivered to promote the health and welfare of the residents. Staff interviewed were clear about the their responsibilities. Those spoken to were positive about the management systems saying they were encouraged to contribute to the development of the service. Reviewing of the care and service delivered takes place through a process of regular audit. The records of this are kept. This is to be developed further as some have only recently been introduced. There has been a recent visiting professionals questionnaire carried out the outcome of which is being analysed by the manager with an action plan being developed. A visiting General Practitioner, spoken to on the day of the visit, said that the care staff were active in noticing any physical problem requiring medical intervention and were quick to summon assistance. The records of the residents personal finances were examined and were being kept in detail with records of money spent being signed by either the resident their representative or by two staff. The receipts and the recordings were in order. However some of the residents money, where it exceeds that amount that would normally be held in the home, is being held in a shared “personal allowance account”. This results in the resident not being given the opportunity to get interest from their money as they would if they had an individual savings account. The Commission for Social Care Inspection policy team is going to give advice on this so that the matter can be resolved. The company is also examining options to resolve the issue. Fire officer advice has been sought. The home follows good detection and prevention practices, regular maintenance checks are carried out and recorded. Statutory training is up to date as well as frequent fire practices. Wardrobes are now secured to the bedroom doors to prevent tipping accidents. The required records are completed appropriately. These included: • The fire logbook • Fire risk assessment • Accident book • Health and Safety manual There was information, which verified that appropriate maintenance contracts for the home are in place. Water storage tanks, gas and electrics are checked annually. There is good recording and analysis of accidents in the home. Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 22 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 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 3 3 3 3 3 X 3 STAFFING Standard No Score 27 3 28 2 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 2 X X 3 Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? Yes 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 OP35 Regulation 20 Requirement The registered persons must ensure that residents personal allowances have interest accrued to their accounts. Timescale of 01/04/04 not met. The registered persons must ensure staff progress with NVQ level 2 or equivalent training to ensure 50 of care staff are trained to meet residents needs. Timescale of 30/09/06 not met Timescale for action 01/07/07 2. OP28 18 01/08/07 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard OP19 Good Practice Recommendations The home should provide a safe; secure garden area for residents to freely use. Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Cramlington Area Office Northumbria House Manor Walks Cramlington Northumberland NE23 6UR 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 Bewick Lodge DS0000000419.V302982.R01.S.doc Version 5.2 Page 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. 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