Inspection on 01/09/06 for Bowley Close, 3

This inspection was carried out on 1st September 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector found no outstanding requirements from the previous inspection report, but made 4 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Bowley Close, 3 11/11/05

Bowley Close, 3 10/11/04

Bowley Close, 3 02/03/04

Similar services:

Ashlong House

Norbury Crescent (30)

Edenvale

Wadham Avenue

Chatsworth Care - Dawson House

Cowden Road, 52 - 54

Townley Road, 2-3

Chatsworth Care - Tudor Lodge

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

CARE HOME ADULTS 18-65 Bowley Close, 3 Farquhar Road London SE19 1SZ Lead Inspector Ms Alison Pritchard Unannounced Inspection 01st September 2006 10:50 Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 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 Bowley Close, 3 DS0000007062.V305768.R02.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 Adults 18-65. 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. Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Bowley Close, 3 Address Farquhar Road London SE19 1SZ 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) 0208 761 4461 0207 261 4148 3bowley@choicesupport.org.uk www.choicesupport.org.uk Choice Support Mr Nihal De Silva Wijeyeratne Care Home 4 Category(ies) of Learning disability (0), Learning disability over registration, with number 65 years of age (0), Mental disorder, excluding of places learning disability or dementia (0) Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 4 people with learning disabilities and mental disorder, some of whom may be over 65 years of age 11th November 2005 Date of last inspection Brief Description of the Service: 3 Bowley Close is a purpose built bungalow. It is in a quiet cul-de-sac near Crystal Palace and is part of a small complex of registered care homes, managed by Choice Support and maintained by Hyde Housing Association. It is registered to support four adults who have learning disabilities. The home has four large single bedrooms, a shower room and a bath room, both with adaptations for people with physical disabilities. There is a large living room and an accessible garden on two sides of the home. There is ample on road parking and the home is close to bus and British Rail transport links. The road from Bowley Close to Crystal Palace is steep and could be difficult for anyone with a mobility problem. In August 2006 there were four residents living at the home. The Manager has stated that he makes available information about the home as does the Service Manager. Potential residents are encouraged to visit the home to meet other service users and they given information about community facilities, leisure activities and transport arrangements. Copies of inspection reports made available to service users, relatives, advocates and discussed at annual review meetings with the Social Services staff. The reports are discussed at team meetings. The current residents pay fees each week of between £31.95 and £61.25. Funding authorities pay the remaining costs of the placements. Additional charges are made for transport and personal items including hairdressing, toiletries, clothing and leisure. This information was provided in September 2006. Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection was unannounced and carried out over a mid morning and afternoon in early September 2006. The inspection methods included observation of care practice, discussion with staff and the Registered Manager of the home, inspection of service user files, as well as a range of records and policy documents. Residents’ relatives and involved professionals were sent survey forms so that they could contribute to the inspection process. Completed forms were received from a relative and five health and social care professionals. The CSCI also has access to information about the home gathered through notifications from the home. All of this information has been taken into account in compiling this report. The inspection visit was well facilitated by the Manager, residents and staff who were helpful and courteous throughout the process. What the service does well: What has improved since the last inspection? What they could do better: Observation and feedback was that the range of activities provided at home should be developed further. The manager should monitor the implementation of programmes to assist residents. The London fire and Emergency Planning Authority have recommended an improvement to ensure the safety of residents. Some documents relating to safety in the home were not available for inspection. Visits by managers as required by Regulation must be made every month. There would be benefit to the residents if a dishwasher and suitable weighing scales were available in the home. Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 6 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. Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2, 4, 5 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to the service. The policies and procedures for admission ensure that both the home and the potential resident have enough information to decide whether it would be an appropriate place for the person to live. EVIDENCE: There have been no new admissions to the home for some time and none are planned. The Manager has stated that in the event of a referral being made at the home information would be made available by the Registered Manager and Service Manager. Potential residents would be encouraged to visit the home, meet other service users and given information about community facilities, leisure activities and transport arrangements. Full assessments would be sought prior to admission. Community care assessments undertaken by social work staff were on current residents’ files. After admission the policy of the managing organisation is for placements to be subject to a twelve week trial period. Each of the residents has a statement of terms and conditions which describes the service they will receive. Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7, 8, 9, 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to the service. Care plans are developed according to person centred planning principles. The home ensures that people who are concerned about the residents are involved with decisions about their lives. EVIDENCE: The home has used the person centred planning model to write care plans for the residents. The residents need the help of other people to make sure that their needs are taken into account and their best interests promoted. Each resident has a key worker who was named in the file and involved in planning meetings. Key workers and the manager of the home, relatives, advocates and social work staff are involved in planning decisions, appropriate for each resident’s situation. The care plans included adequate information on residents’ physical, cultural, social and spiritual needs and how they should be met. Reviews had taken place shortly before the inspection visit. Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 10 The managing organisation has links with a service called ‘Customer Watch’ which is a forum through which people with learning disabilities can express their views on the services provided through Choice Support (Southwark). This ensures that the opinions of service users generally are included in the overall planning of the organisation. Risk assessments are used as part of the risk management strategy to ensure that residents are not unnecessarily restricted in their activities. Residents’ personal information is stored with due regard for confidentiality. Choice Support is registered under the Data Protection Act and there is a confidentiality policy to ensure that staff handle residents’ personal information with care. Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the 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, 15, 16, 17 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to the service. Residents have the opportunity to take part in valued community activities. There is scope for further development of activities followed at home. The meals provided meet residents’ health, cultural and nutritional needs. EVIDENCE: A file examined in detail showed that there had been careful consideration of the resident’s cultural background. The home has ensured that they have information to provide activities in keeping with the resident’s culture and religion. Family members had been involved in this process. The residents had been on day trips to the coast over the summer and more trips out were planned. Suitable transport is hired to ensure that all of the residents were able to take part in the outing. One of the residents goes to a day centre some distance away. The home has contact with staff at centre and the indications were that there is an Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 12 appropriate level of communication and joint working between the home and the centre. Staff from the centre are invited to attend care plan review meetings. Another resident attends an art activity centre in Southwark. Residents are reliant on the staff from the home to arrange activities in keeping with their needs. The activities that take place in the community include visiting a ‘Pop-In’ social club, eating in local restaurants, shopping and swimming. Within the home there is a range of equipment appropriate to the residents’ disabilities. During the inspection visit one resident played with a range of equipment, others did not participate in particular activities although the television was on. Feedback received indicated that residents’ opportunities for activities could be developed. There should be consideration of how the range of activities undertaken by residents can be extended to ensure that that they are assisted to lead fulfilled lives. Three of the residents have contact with relatives who visit the home. The visitors’ policy is that people can visit at all reasonable times without having to make an arrangement in advance. The routines of the home allow residents to have free access about the building. Staff are familiar with residents’ methods of communication and take notice if a resident indicates that they would prefer not to join in an activity. Staff were kindly and respectful when talking to residents. The meals are recorded, showing changes to the planned menu. The record and food stocks showed that fresh items are included in the menu. Staff have access to lists of residents likes and dislikes about food and take these and residents’ cultural and health needs into account when planning the menu. Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19, 20 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to the service. Some improvements are needed to the way the home implements professional advice and monitors residents’ weight. The principles of respect, dignity and privacy are put into practice. EVIDENCE: There are a range of professionals involved with residents in accordance with their particular needs. Referrals have been made appropriately to other professionals such as physiotherapy, speech therapy and occupational therapy services. Care should be taken to ensure that advice given by involved professionals is followed and that the manager monitors its implementation. One resident has nursing care needs and is visited daily by District Nursing services. Records of health care checks by the optician, chiropody services and the GP are kept. All of the residents had recently had medication reviews by the GP. One resident had been unwell and investigations were necessary to ascertain the best action to take. In these circumstances meetings are arranged to ensure that decisions are made in the ‘best interests’ of the resident. Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 14 One resident has lost a significant amount of weight and the reason for this has not been discovered. The resident has been seen by medical staff but it would be beneficial for the home to purchase appropriate weighing scales so that the resident’s weight can be effectively monitored. None of the residents is able to self medicate so this aspect of residents’ care is looked after by the home. The medication is stored safely. The manager assesses the competence of staff members to give medication and this recorded. Whenever possible permanent staff administer the medication. Daily checks are conducted to make sure that in the event of errors being made they are detected quickly. There are clear guidelines to follow in such an event. There have been no recent medication errors. The medication administration records were in good order. Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 22, 23 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to the service. The residents benefit from appropriate arrangements for dealing with complaints and protection from abuse. EVIDENCE: The complaints procedure of the managing organisation meets the standards required. There have been no complaints about the home over the last year. It is recommended that relatives of residents are supplied with copies of the complaints procedure as it is sometime since these were distributed. There have been no matters requiring investigation under the adult protection procedures. The Registered Manager provides training in adult protection issues for the staff team. Five staff received this training between May and July 2006. There are safe procedures for dealing with residents’ finances. The procedures ensure that there is clarity about who is responsible for valuables held on behalf of residents. Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 24, 25, 26, 27, 28, 29, 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to the service. Bedrooms and communal areas are attractive, homely and comfortable. Aids are available to promote residents’ safety and independence. The home is well maintained and clean, with no offensive odours. EVIDENCE: The home is purpose built and suitable for its purpose. It is comfortable and homely and generally in a good state of repair. Residents each have their own bedroom which is personalised. There is also ample communal space. There is a bathroom and a shower room each of which has a WC, and a separate WC. The home was clean throughout. Specialist equipment has been provided for residents to aid their independence. The equipment includes specialist items to use at meal times, mobility aids and objects of reference to use as communication aids. The kitchen is not equipped with a dishwasher. It is recommended that a dishwasher is provided as this would improve hygiene standards as well as Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 17 ensuring that staff are able to spend sufficient time with residents rather than be occupied with domestic tasks. There is a separate laundry room which is appropriately equipped with an washing machine and tumble drier. Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 35, 36 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to the service. There are sufficient numbers of trained staff to meet residents’ needs. EVIDENCE: In addition to the team manager and deputy manager there are eight care staff, two of whom are part time and including two work solely at night time. During the day time there are always three members of staff on duty. At night time, one member of staff is awake in the home. Additional support is available at night- time through the on-call system. Staff were observed to be relaxed and warm to residents, descriptions of the staff by people who responded to comment cards were ‘very caring’ and ‘well meaning and helpful’. The permanent staff team is sometimes supplemented by member of staff from the Choice Support bank, and occasionally, agency staff are used. The recruitment records were not inspected on this occasion but were seen by the inspector in August 2005. At that time the records were in good order. Staff are given copies of the GSCC Code of Conduct and the Choice Support Code of Conduct is compliant with that document. Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 19 Two members of care staff have achieved NVQ 2 or above. One member of staff has begun training to achieve NVQ2, and the Assistant Team Manager has begun training towards NVQ3. Those staff who have not begun or achieved NVQ training have been referred to the Choice Support training section so that courses can be arranged for them. There is a training and development plan which covers a range of relevant topics including active support; cerebral palsy; communication skills and person centred planning. Each member of staff is provided with training in first aid; food hygiene; medication; fire safety and health and safety. All staff receive supervision at approximately six weekly intervals and there is a system in place for annual appraisals to be conducted. Although it is intended by the Registered Manager that staff meetings are held six weekly at the time of the inspection only three meetings had been held in 2006, with the most recent having taken place in May 2006. Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 20 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39, 42 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to the service. A senior manager from Choice Support is a regular visitor to the home but reports of visits as required by Regulation had not been completed. Overall the monitoring of the quality of care and health and safety systems are well managed but some documents were not available for inspection. Confirmation is requested that an improvement to fire safety is implemented. EVIDENCE: The manager of the home has been registered since July 2005. He holds appropriate qualifications and sufficiently experienced for the role. He demonstrated his awareness of residents’ needs and involvement in their care. He was described by a person who responded to a request for comments about the service as ‘approachable and open to new perspectives’. Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 21 Although the visitors book confirmed that senior managers have visited the home the last report of a visit as required by Regulation was dated 28th June 2006. Regular checks of health and safety matters in the home are carried out, including checks of the operation of the fire safety systems, fire drills and moving and handling aids. The London Fire and Emergency Planning Authority (LFEPA) visited the home in August 2006 and raised an issue of concern. This concerned the night time arrangements to be followed in the event of an emergency. Three of the four residents are wheel-chair users and require assistance to leave the building. The LFEPA officer made a recommendation concerning the bedroom doors in order to ensure that the risk to residents is minimised. It is required that the Registered Person confirm that this action has been taken. A document to confirm that a safety check of a bath aid was dated May 2005. Confirmation that a more recent check had been carried out was not available during the inspection. Similarly the certificate of gas safety seen during the inspection was dated June 2005. Documentary evidence to confirm that more recent checks have been conducted must be sent to CSCI. Bowley Close, 3 DS0000007062.V305768.R02.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 Adults 18-65 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 3 2 3 3 X 4 3 5 3 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 2 23 3 ENVIRONMENT Standard No Score 24 3 25 3 26 3 27 3 28 3 29 3 30 2 STAFFING Standard No Score 31 X 32 3 33 X 34 X 35 3 36 2 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 3 3 3 LIFESTYLES Standard No Score 11 X 12 3 13 3 14 2 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 2 3 X 3 X 2 X X 2 X Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 23 No Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard YA14 Regulation 16(2)(n) Requirement The Registered Person must ensure that the range of in house activities for residents is developed in accordance with their needs and interests. Timescale for action 01/12/06 2. YA39 26(1)(4)(c) The Registered Person must (5)(a) ensure that visits as required by Regulation are carried out each month. 23(4)(a) 01/11/06 3. YA42 The Registered Person must 17/11/06 confirm that the action recommended by the London Fire and Emergency Planning Authority has been taken. The Registered Person must 01/11/06 ensure that documentary evidence is sent to the CSCI to confirm that recent checks have been conducted of the gas appliances and the bath aid. 4. YA42 23(2)(c) Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 24 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. 3. 4. 5. Refer to Standard YA19 YA19 YA30 YA36 YA22 Good Practice Recommendations The Registered Person should ensure that advice given by involved professionals is followed and is monitored. The Registered Person should provide suitable weighing scales in the home to allow easy monitoring of residents’ weights. The Registered Person should provide a dish washer in the home to allow hygienic cleaning of dishes and ensure that staff time is not taken up unduly with domestic tasks. The Registered Person should ensure that staff meetings are held with more frequency. The Registered Person should ensure that relatives of residents are supplied with copies of the complaints procedure as it is some time since these were distributed Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 25 Commission for Social Care Inspection SE London Area Office Ground Floor 46 Loman Street Southwark SE1 0EH National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Bowley Close, 3 DS0000007062.V305768.R02.S.doc Version 5.2 Page 26 - 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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