CARE HOMES FOR OLDER PEOPLE
Bloomsbury House Anchorage Road Sutton Coldfield West Midlands B74 2JP Lead Inspector
Lisa Evitts Unannounced Inspection 28th November 2005 08:15 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 Bloomsbury House DS0000063254.V267662.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. Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 3 SERVICE INFORMATION
Name of service Bloomsbury House Address Anchorage Road Sutton Coldfield West Midlands B74 2JP 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) 0121 355 3255 0121 308 8091 Senex Ltd Ms Vanessa Hammond Care Home 15 Category(ies) of Old age, not falling within any other category registration, with number (15) of places Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 4 SERVICE INFORMATION
Conditions of registration: Date of last inspection 6th May 2005 Brief Description of the Service: Bloomsbury House is a large three storey Victorian House, providing residential accommodation for 15 older people. The home is situated in Sutton Coldfield, and is close to the town centre, transport links and local amenities. Decoration, furniture and fittings are of a high standard in the home. There is off road car parking to the front and rear of the garden. There is a pleasant garden in which residents can relax in clement weather. Access to the home has been made easier with the provision of a ramped access to the side of the house. All bedrooms are single, and are fitted with an en-suite toilet and wash hand basin. The home has a passenger lift. Communal space is provided in a large lounge to the front of the home, and a dining room. The homes category of registration is for older people excluding people in need of care for reasons of dementia, learning disability and other categories. Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 5 SUMMARY
This is an overview of what the inspector found during the inspection. The unannounced inspection was undertaken by one inspector over one day, who was assisted throughout by the manager. There were fourteen residents living at the home on the day of the inspection. Information was gathered from speaking with the residents and staff, observing the care staff perform their duties and examining care and staff records. A partial tour of the building was undertaken. This was the second statutory visit for the 2005-2006 year and it is recommended that this report is read in conjunction with the previous report. Two Immediate requirements were left with the manager following the inspection. What the service does well: What has improved since the last inspection?
New work surfaces have been fitted into the kitchen area, to ensure a clean and hygienic area is provided. Bedrooms are being re decorated as they become vacant, to ensure they are clean and refreshed prior to new admissions into the home. Activities which residents enjoy are now recorded on the individuals file, to ensure that staff are aware of individual likes and dislikes in order to allow the residents the opportunity to continue with their chosen activity upon admission to the home.
Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 6 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. Bloomsbury House DS0000063254.V267662.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 Bloomsbury House DS0000063254.V267662.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): 1,2,3, 5 Prospective residents have enough information to enable them to make a choice about whether or not they may wish to live in the home. Residents are issued with a contract to ensure they are informed of the terms and conditions of their stay. Prospective residents have the opportunity to visit the home prior to moving in. EVIDENCE: An agreement of resident’s terms and conditions of stay at the home was reviewed and found to contain all the relevant information, including the fee and the room number to be occupied. The home offers a twenty-eight day trial period. The homes statement of purpose was also reviewed and contains all relevant information about the home. An amendment is required to both documents to state that CSCI can be informed at any stage of a complaint and not only if it is unresolved by the management team. Two files were reviewed and one of the files contained a comprehensive pre admission assessment. The second file of the most recent admission into the
Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 9 home did not have a complete pre admission assessment on file as one page was missing. There was evidence that the resident had visited the home three days before moving in, and had had lunch with the other residents, to assist them with the decision that it is a suitable home for them. During the inspection it became apparent that there was a resident who’s behaviour was having an adverse effect on other residents living at the home, as they were becoming annoyed with the individual. The manager stated that she had requested a review of the resident by social services and was waiting for a response. The manager was advised to follow this request up with the social services team as a matter of urgency. Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8 Generally the care planning systems and delivery of care are of a good standard to ensure that the resident’s health and welfare needs are met, but needs to be applied consistently to ensure all residents’ needs are met. EVIDENCE: Two residents care files were sampled and one of these was found to be very comprehensive in detail. Care plans described the care to be provided in order to meet the needs of the resident, and these described personal preferences and needs. Manual handling risk assessments, monthly weights and pressure sore risk assessments had all been recorded. There was a resident review form which had had last been completed in September 2005. However there were no further entries, and the manager must ensure that care needs are evaluated monthly or as there are any changes to needs. There was no evidence of resident involvement in the care planning or evaluation. The second file, the most recent admission to the home (10 days ago) did not have any care plans in place, there was no weight recorded and no moving and handling assessment had been completed, therefore there were no instructions for care staff to follow. The pre admission assessment was also incomplete as one page was missing. A nutritional score had been completed. An immediate
Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 11 requirement was left with the manager for care plans and risk assessments to be completed in respect of this resident. Daily reports were very detailed and included information about how the resident had spent their day. Moving and handling assessments do not include the details of actions to be taken should a resident fall. There was evidence that residents have access to visiting healthcare professionals such as doctors, district nurses, opticians and chiropodists. Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 There is limited opportunity for stimulation through leisure and recreational activities in the home. EVIDENCE: Resident’s individual and personal preferences as to what activities they enjoy are recorded on admission, and staff record activities the resident had chosen to participate in. Whilst the paper systems are in place there is currently not sufficient opportunity for the residents to engage in activities. The most recent admission into the home had no record of likes and dislikes of interests or hobbies. One resident stated, “There is nothing to do in the day” Since the inspection took place, the manager has devised an activities plan, which gives guidelines to the type of activities the home can offer to the residents, if they choose to participate. A copy of this has been forwarded to CSCI and the effectiveness of this will be reviewed at the next statutory inspection. During the tour of the premises, it was observed that posters were on display advertising the Christmas party. This was to include a buffet, raffle, lucky dip and a sing a long with musical entertainment. An operatic society has been
Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 13 into the home during the year. However, the manager stated that the residents didn’t seem to enjoy this. The manager needs to further explore entertainment that the residents would like. Residents were sat in the lounge area of the home watching the television and there were books available. Some residents remained in their rooms and came down for lunch. The home has an open visiting policy and a resident said, “My sister comes to visit”. Formal resident meetings are not arranged, however the manager stated that informal discussions were undertaken on a daily basis between the residents and the management team and were documented on individual files. This was not seen on the two files reviewed and the manager must ensure that the conversations are recorded consistently. Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 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 inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16, 18 The complaints procedure is comprehensive and is accessible to the residents and their representatives should they need to make a complaint. Improvements are required in respect of the adult protection procedure to ensure that the staff have instructions to follow. EVIDENCE: The complaints procedure is on display in the main reception area and is fully comprehensive. The home had not recorded any complaints since the last inspection and CSCI have not received any complaints pertaining to the home. If any complaints were received by the home, the manager stated these would be documented on the individual residents file. Each file has a page for recording of complaints/suggestions. The home had a copy of the Birmingham Multi Agency guidelines; however the adult protection policy for the home requires amendments to ensure that staff inform CSCI as well as social services, if abuse was suspected. There has recently been a theft at the home, which the manager had dealt with satisfactorily. The incident was referred appropriately to the police who are now dealing with the incident. Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 15 Environment
The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected 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 Bloomsbury House provides a homely, clean and comfortable environment to live in. Radiators in the home are not guarded and this poses a potential risk to resident’s safety. EVIDENCE: There is a large dining room and a separate large lounge for residents use, these were decorated to a high standard, and provide adequate room for residents. Bedrooms seen were decorated to a high standard and had appropriate furniture and fittings. All of the rooms seen were personalised with resident’s own possessions to ensure that their surroundings are as comfortable as possible. All rooms have a lockable facility. One resident said, “ My bedroom is quite pleasant”. One resident stated that she would like more heating as she was cold at night and this was discussed with the provider at the time of the inspection. Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 16 There is an assisted bathing facility on the ground floor and a shower room on the first floor. Residents are required to negotiate a step up into the shower and this may not be suitable for all residents living at the home, this is reflected in the statement of purpose. However, full assistance is provided by the care staff depending on the assessed need of the resident. A risk assessment is on display for the staff and residents to be aware that the water is very hot and can be altered manually. Raised toilet seats and handrails are available as required. The bath seat required a thorough clean has had a build up of soap residue underneath. In both toilet areas there were pads stored on top of the toilets which had been taken out of their wrappers and it is recommended that these are stored in a lidded receptacle to prevent the risk of cross infection. Throughout the home, there were hygienic hand washing facilities with the exception of the shower room, where paper towels were required. The home was found to be clean and fresh with the exception of one bedroom and the manager stated that the resident was thought to have a urine infection and was waiting for the doctor to come and review. The manager must address the odour in the room. Radiator guards have not been fitted to areas of the home that the residents have access to and this poses a potential risk to residents. The manager stated that these were being made and would be fitted in order of risk priority. This is an ongoing requirement from previous inspections and it is required that the manager forwards a risk assessment and an action plan for the fitting of the radiator guards with timescales for completion. Due to this being an ongoing requirement the manager needs to be aware that CSCI could consider enforcement action if this requirement is not met. Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 17 Staffing
The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 29, 30 The home has an appropriate skill mix and numbers of appropriately trained staff to offer good, consistent standards of care to meet the assessed needs of the residents. Further improvements are required to recruitment practice to ensure that service users are protected from harm. EVIDENCE: Staffing rotas were reviewed and these identify that adequate numbers of staff are on duty. In addition to the care staff the home also employs a domestic assistant. The Manager and Senior Carer provide support out of hours and this is identified on the rota. Comments from residents included: “The girls are very nice” “The staff are quite pleasant” The manager stated that staff meetings take place however there were no minutes available from these. The manager must keep minutes of meetings to evidence any concerns that have been discussed. The file of the most recent staff member appointed to the home was reviewed. There was a POVA first check in place prior to commencement of employment and there was evidence that the CRB check had been requested. There was only one reference on file and this was not from the last employer. Telephone calls relating to the references had not been documented. An immediate requirement was left with the manager that all staff must have two written
Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 18 references prior to commencing employment. There were also some gaps on the employment history and while the manager was able to discuss that these had been explored, they had not been clearly documented. There was no health declaration on file and it is recommended that the home incorporate this into the application pack. There was no identity photograph on the file. The new member of staff had attended an induction programme at Sutton College but had not yet received the certificate. There was an induction checklist on file, however the manager had not signed this. The manager must ensure that the induction programme meets the required guidelines of the skills for care. Staff have received recent training in fire procedures and moving and handling. The manager has completed a staff training matrix which will assist in monitoring of the staff training requirements. Since the last inspection, the filing system for staff training certificates has been revised and they are now in alphabetical order in one folder, and this promotes ease of auditing. Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 19 Management and Administration
The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 38 A quality assurance mechanism needs to be developed to ensure a consistent improving standard. There is a robust system in place for the management of resident’s personal finances, should the residents choose to use it. EVIDENCE: The Registered Manager has had much experience in caring for older people and holds a Diploma in Care management. She is currently working towards the Registered Managers Award and hopes to complete this in December 2005. Service user comments questionnaires have been sent out monthly with poor return. It is recommended that they are sent out twice yearly and the findings of these must then be produced as an annual report and this must be accessible to the residents. Three residents monies were sampled and were found to be correct. Residents have their own page for transaction records and two signatures are obtained
Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 20 for money into and out of the account. Individual receipts were found on their transaction records. Accident forms complied with the Data Protection Act and the manager reviews all accident forms. Health and safety checks in respect of the fire fighting equipment, fire alarms, smoke detectors and the lift had been completed. Certificates were out of date for gas safety, bath hoists, and portable appliance testing. The manager stated that these checks had been completed but the certificates had not been produced. It is required that the manager forwards copies of these certificates to the CSCI. The fire risk assessment had not been reviewed since March 2004 and this must be reviewed on an annual basis. A legionella check had been requested and the manager is to forward a copy of this to the CSCI once completed. Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 21 SCORING OF OUTCOMES
This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from:
4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 22 CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 2 2 2 2 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 2 10 2 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 3 15 X COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 2 3 3 2 X 4 3 2 2 STAFFING Standard No Score 27 3 28 X 29 2 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 2 2 X 3 X X 2 Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 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. 2. Standard OP1 OP3 Regulation 5(1) 14(1)(a) Requirement Timescale for action 10/02/06 Residents views must be incorporated in to the service user guide. All pre admission assessment 06/01/06 documents must be completed in full. (Previous timescale of 06/06/05 not met) An urgent review must be arranged for a named resident currently living at the home to ensure that the home can meet their needs. The manager must ensure that care plans and risk assessments are completed in respect of a recent identified admission into the home. (The manager received this as an immediate requirement) The Registered Manager must ensure that care plans are written with the involvement of the resident and/or their representative. (Previous timescale of 12/07/05 not met)
DS0000063254.V267662.R01.S.doc 3. OP4 12(1) 14(2) 06/01/06 4. OP7 12(1) 13(4) 15(1) 29/11/05 5. OP7 15(1)(2b) 3(1b) 20/01/06 Bloomsbury House Version 5.0 Page 24 6. OP7 15(2) 7. OP7 13(5) The manager must ensure that care plans are evaluated at least once a month or as changes in care needs arise. Moving and handling risk assessments must include detail of the action to be taken should a resident fall. (Previous timescale of 06/07/05 not met) The medication process must be fully auditable. (Previous requirement of 30/06/05. Not assessed on this occasion) The Registered Manager must ensure that each resident is consulted individually to determine whether they would like to have the facility to lock their bedroom door and a record of the outcome of this must be included within the residents files. (Previous timescale of 06/08/05 not met) The adult protection policy must be further developed to include Birmingham Multi Agency Guidelines. 20/01/06 03/02/06 8. OP9 13(2) Sch3(3)(i) 31/01/06 9. OP10 12(4a) 28/02/06 10. OP18 13(6) 17/02/06 11. OP25 13(4a) (Previous timescale of 06/07/05 not met) The Registered Manager must 31/01/06 continue to risk assess the radiators and implement a rolling programme of providing guards on the radiators on a priority of need basis. An action plan for completion of this work must be submitted to CSCI by (Previous timescales of 11/12/04 and 01/09/05 not met) Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 25 12. OP26 13(3) Disposable paper hand towels must be available at all hand washing facilities in the home. (Previous timescale of 01/06/05 not met) The bath seat must be thoroughly cleaned due to build up of soap residue. The Manager must address the odour in one identified bedroom. The manager must ensure that all staff have two written references prior to commencing employment. (The manager received this as an immediate requirement) The manager must ensure that the induction programme is within the approved guidelines from skills for care. The Registered Manager must ensure that the management approach of the home encourages residents to express their views and wishes and residents meetings and discussions must be documented. (Previous timescale of 30/06/05 not met) An annual report of the findings of the resident service satisfaction questionnaires and other internal auditing systems must be produced and be accessible for residents. 13/01/06 13. 14. 15. OP26 OP26 OP29 13(3) 16(2k) 19(1b,c) 31/12/06 31/12/06 28/11/05 16. OP30 18(1a,c,i) 10/02/06 17. OP32 12(2)(3) (5a,b) 28/02/06 18. OP33 21(2) 24 31/03/06 19. OP38 13(4a,c) (Previous timescale of 01/09/05 not met) A legionella water risk 27/01/06 assessment must be undertaken. (Previous timescale of 30/06/05 not met) Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 26 20. OP38 13(4) Health and safety risk assessments in respect of the premises, food handling and staffing require an issue and review date. (This requirement was not assessed on this occasion and is carried forward) The manager must forward copies to the CSCI of certificates for: 1) Gas safety 2) Bath hoist 3) Portable Appliance Testing The fire risk assessments must be reviewed and updated. (Previous requirement of 31/07/05 not met) 03/03/05 21. OP38 23(2c) 06/01/06 22. OP38 13(4a,c) 23(4) 03/02/06 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. Refer to Standard OP26 OP29 OP30 Good Practice Recommendations It is recommended that incontinence pads are stored in lidded receptacles within bathroom and toilet areas. It is recommended that a health declaration form is incorporated into the application pack. It is recommended that training records should include the content and duration of each training session, together with an indication of when updated training will be necessary. The Registered Manager is to complete the Registered Managers Award by the end of 2005. 4. OP30 Bloomsbury House DS0000063254.V267662.R01.S.doc Version 5.0 Page 27 Commission for Social Care Inspection Birmingham Office 1st Floor Ladywood House 45-46 Stephenson Street Birmingham B2 4UZ National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk
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