Inspection on 04/11/08 for Bowood Court Nursing & Residential Home

This inspection was carried out on 4th November 2008.

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

The inspector found no outstanding requirements from the previous inspection report, but made 1 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Bowood Court Nursing &... 27/11/07

Bowood Court Nursing &... 05/09/06

Bowood Court Nursing &... 21/02/06

Bowood Court Nursing &... 07/08/05

Bowood Court Nursing &... 16/12/04

Bowood Court Nursing &... 27/07/04

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Extracts from inspection reports are licensed from CQC, this page was updated on 31/03/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Bowood Court Nursing & Residential Home Hewell Road Enfield Redditch Worcestershire B97 6AT     The quality rating for this care home is:   one star adequate service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Christine Potter     Date: 0 4 1 1 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: · · · · Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 28 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 28 Information about the care home Name of care home: Address: Bowood Court Nursing & Residential Home Hewell Road Enfield Redditch Worcestershire B97 6AT 0152765115 0152766645 bowoodcourt@schealthcare.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Southern Cross Healthcare Services Ltd care home 59 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category physical disability Additional conditions: The Home may accommodate no more than 27 people who require nursing care. Date of last inspection Brief description of the care home Bowood court is a purpose built home offering accommodation to 59 people in both shared and single bedrooms all with en suite facilities. Accommodation is on two floors with a lift to assist people using the service to access all areas of the home. The home provides a range of aids and equipment to assist them in meeting the needs of people using the service. Communal areas are available with lounges and dining facilities on both floors so people have a choice of where they wish to spend their day. The home has a small garden area. A limited range of activities are provided for the people living at the home and the home. Bowood Court in conveniently located near Redditch town centre, so accessible for visitors using public transport. Off road car parking facilities Care Homes for Older People Page 4 of 28 Over 65 7 59 59 0 0 0 Brief description of the care home are available for visitors travelling by car. Information regarding the home is available in the Statement of Purpose, The Service Users Guide and Inspection reports. These documents are available on request from the home. Southern Cross Health Care Ltd owns the home. The home is currently without a registered manager Sue Parkinson the manager from another home is covering at the moment. The fees for the home range between 502.42 pounds and 675.91 pounds depending on either residential or nursing care. Additional costs for hairdressing, chiropody, newspapers and Bingo sessions are requested when the service is used. The fee information included in this report applied at the time of the inspection, for up to date information you should contact the service direct. Care Homes for Older People Page 5 of 28 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: one star adequate service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: We the commission, undertook an unannounced inspection of this service which means that they did not know we were coming. This was a key inspection which is an inspection where we look at a wide range of areas. The last Key inspection was in November 2007 and the overall rating for the home was adequate. Before the inspection an Annual Quality Assurance Assessment AQAA document was posted to the service for completion. The AQAA is a self assessment and a dataset that each registered provider has to complete each year and send to us within agreed timescales. The document tells us about how providers of services are meeting outcomes for people who use the service and is an opportunity for them to share with us what aspects of the service they believe they are doing well. Care Homes for Older People Page 6 of 28 Information was gathered from speaking to and observing people who lived at the home. Three people were case tracked, and this involved discovering their experiences of living at the home by meeting and observing them, looking at medication and care files, and reviewing areas of the home relevant to these people in order to focus on outcomes. Case tracking helps us understand the experiences of people who use the service. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking Care Homes for Older People Page 8 of 28 following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 9 of 28 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 28 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There is sufficient information available for people to decide whether Bowood Court Nursing Home is right for them. There are opportunities for people to visit the home before making up their mind. The home carries out an assessment of peoples needs before they move in, so that staff can provide the care that is needed. Evidence: The home provides written information in the form of a Service User Guide to help people decide whether they wish to live at Bowood Court Nursing Home. One person told us that they had received the information prior to moving in to assist them with their choice. They had been unable to visit before moving in. Their family had visited the home on their behalf and assisted them with their choice. pleased with my choice of home, the staff were helpful in explaining what to do. Copies of the Service Users Guide were available in the reception area of the home, Care Homes for Older People Page 11 of 28 Evidence: and in the peoples bedrooms. On request the home has the ability to have the documents made available in large print and audio to assist people with sensory impairments. We looked at the records for three people who use the service, and these showed that the deputy manager and senior team leader had been out to visit them before they arrived at the home. They had completed an assessment of the individuals care needs. This assessment gives staff the information they need so that they can provide the support and care that people need, as soon as they move in. One person told us that they had been assessed prior to admission, and visited for a trial session before making up their mind about the home. We were told that they had settled well, and were pleased with the choice of home. We spoke to staff and they were able to demonstrate the residents care needs. They also stated that they were provided with sufficient information about new residents to enable them to meet their care needs. The Annual Quality Assurance Assessment completed by the operations manager provided us with the appropriate information to show how the home was meeting these standards. Care Homes for Older People Page 12 of 28 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Care plans do not consistently include all the persons health and social care needs this could result to their care needs not being met. The home has good procedures for managing peoples medication so this minimises the risk of errors being made. Evidence: Each person had a written plan of care in place. This is an individualised plan about what each person is able to do independently and states what assistance is required from staff in order for the person to maintain their Independence. We looked at three peoples care plans in detail. The plans provided details of the persons health care needs, and how these needs were being met. The plans failed to provide a person centred approach, and the psychological needs of going into a care home. An example of this the initial assessment for a person recorded that they were quite anxious, but this information had not been developed into their plan of care providing guidance for the staff in how to reduce the persons anxieties. Care Homes for Older People Page 13 of 28 Evidence: For another person the daily entries recorded that they were taking tablets for pain relief. A care plan had not been developed to identify the cause of pain or if the tablets were being effective. One persons plan recorded damage to their skin. No explanation had been recorded as to how the injury had occurred, and a care plan had not been developed to direct staff in how to monitor the wound. Documentation includes a number of risk assessments including, risk of sore skin, nutritional needs and moving and handling. These were up to date and being reviewed at least monthly. A plan for moving someone with a hoist was very detailed and provided good information for the staff to move that person safely. The person confirmed that the staff always use the hoist when they are moving them. People appeared to be well supported by staff to choose clothing appropriate for the time of year which reflected individual personal preferences. We were told by a relative that they were pleased with the care provided and that the staff always communicated with them and advised them of any changes. Staff spoken with were able to communicate the care needs of the people being cared for, and told us that the information is verbally provided during hand overs We looked at the medication and records for three people. These showed that the system was well managed and staff had signed or included the appropriate code where medication had not been given. The usual reason for medication not given was the person refused pain relief tablets as they were not in pain at that time. The deputy manager told us that a new cupboard had been ordered for the storage of controlled drugs following the latest guidance. Care Homes for Older People Page 14 of 28 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Activities may not meet all the needs of the people living at the home so that they experience a meaningful lifestyle. People are offered a choice of meals to meet their dietary, cultural needs and preferences. Evidence: We were told the home employs an activities co ordinator for 25 hours per week. The staff told us that they did not think this was sufficient given the size of the home and the number of people being accommodated. The care staff told us that they aim to do some individual activities with some of the people in the afternoons, but this is not always possible. Notice boards situated around the home gave details of planned activities these included Bingo and musical activity. During the day at the home we did not see any activity being undertaken on the ground floor. Televisions and radios were on in the communal areas but the majority of people were sleeping in their chairs. This may mean that people are not being stimulated to enhance their lifestyles. Four people told us that they joined in the activities when they were available, but would like to go out of the home more. We were told by staff that the planned activities did not always happen, because of the number of staff, and so this results in people not being able to participate if they had wished to. Care Homes for Older People Page 15 of 28 Evidence: A monthly church service is held and people can receive Holy Communion if they choose to. This means that people from different religious beliefs then their needs would not necessarily be met. The hairdresser visits the home once a week and the people told us that they were pleased with her. There is an open visiting policy, which means that people can see their friends and relatives as they choose and maintain relationships that are important to them. We saw visitors coming and going throughout the day. There is provision for them to make drinks whilst visiting the home. The home has a four week rolling menu. Lunch is the main meal of the day and two choices are offered for the main course. The evening meal also consists of two choices, sandwiches or a hot choice. The home is able to cater for diets for medical or cultural reasons. We observed the lunchtime meal, and staff assisted people to eat their meal in a discreet manner so as to maintain their dignity. Visitors were also observed assisting their relative with their meal. The choice of meal on the day of the inspection was sausages or fishcakes. Feedback from people using the service was that the food was variable and could be better at times. Staff also told us that the food could be better, and offer more choice for people. We saw on the ground floor the food trays had been prepared with the dinner and a hot pudding at the same time so that the pudding was going cold. Given the high number of people being assisted with their food in their bedroom there was no staff supervising in the dining areas and some people were shouting out. Care Homes for Older People Page 16 of 28 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are not always confident that their views are listened to and acted upon. Evidence: The complaints procedure was displayed in the reception area of the home, and within the service users guide. People using the service told us that they were aware of the complaints procedure and who to talk to if they had concerns. We looked at the homes complaints records since the last key Inspection, several of these related to the quality of the food. One complaint stated that this had been an ongoing issue for the last two years. The home appears not able to address the food complaints satisfactorily. Other complaints were in respect of the cleanliness of the home in particular the bedrooms. The home acknowledged this and have employed an additional domestic assistant including weekends. Generally the complaint records showed details of the complaint, the investigation to address the complaint and the outcome of the homes investigation. We have received no complaints about the home since the last Key inspection. Since the last Key inspection the home referred two incidents to the adult protection team, which is the multi agency group whose role is to protect vulnerable people. One allegation was in relation to a carer being rough when moving them. Following the investigation this was withdrawn by the complainant because of factual inaccuracies. Care Homes for Older People Page 17 of 28 Evidence: The information relating to the second one was not available and the change in manager may be the reason for this. The area manager present at the time of the inspection told us that they would forward the details of the investigation onto us. The AQAA stated that the home had no safeguarding referrals in the last twelve months. we looked at the staff training matrix which confirmed that staff had received safeguarding training, and new staff confirmed that the induction training covered this topic. Staff responded appropriately to scenarios of safeguarding and confirmed that they would have no hesitation in reporting any concerns. Care Homes for Older People Page 18 of 28 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The physical design and layout of the home enables people who use the service to live in a safe, well maintained and comfortable environment. Evidence: The home is purpose built and each floor consists of two units, which has a communal area and a dining area. Each unit has a kitchenette where visitors can help themselves to refreshments. Communal areas are well decorated and homely with a variety of chairs for people to sit in. The corridors are wide and spacious and allow people at the home freedom to move around with any equipment they are assessed as needing. The home has several hoists to assist people to change their position and have special mattresses for people who are at risk of developing sore skin. We looked at the bathrooms and the home has both showers and assisted baths so that people can choose what they prefer. One bathroom was being used for storage and so not being used for bathing people at this time. Care Homes for Older People Page 19 of 28 Evidence: We looked at the bedrooms of the people being case tracked and found theses were personalised with items that reflected the individuals choices and preferences. People had the equipment that they had been assessed as needing. The home is in good decorative order throughout and all areas of the home were clean and tidy. The home have a good maintenance program in place and monitor the hot water temperatures weekly, checks are made of the window restrictors to ensure that they are working correctly. The home has not developed the garden area for people to use when the weather permits. We were told that people can use the garden at the sister home which is opposite, when staff can take them over. All areas of the home were clean and tidy, no odours were evident in any part of the home. In response to a recent complaint the home had increased the numbers of domestic staff to ensure cover for the seven day week. Care Homes for Older People Page 20 of 28 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. To ensure that peoples needs are being met the skill mix of the staff should be proportionate to the numbers and needs of the people being cared for. Evidence: We looked at the duty rotas and these showed that the home staff the two floors separately. On the residential unit for days a senior carer supported with three carers are allocated. On night duty one senior carer supported with two carers. On days on the nursing unit one nurse supported with five carers, in the afternoons the number of care staff is reduced by one. Night duty one nurse supported with two carers. Given the home has no nurse manager in place, who could support the nurse on days and assist in meeting the needs of people with nursing needs this situation should be reviewed. We were told by a person on the nursing unit that staff would get them up when they had time to attend to them. Staff told us that moral was low at the moment and they contributed this to the shortfall in staffing levels. They also advised us that relatives compensate for the staffing levels by visiting at meal times to assist with feeding. During the inspection we observed that people in the lounges were unsupervised in the morning. We saw that many people on the nursing units being cared for in their room, so when the carers are engaged with them, there is no one in the lounges. The nurses told us that they do not have sufficient time to concentrate on the care plans when they are the only nurse on duty. Care Homes for Older People Page 21 of 28 Evidence: In addition to the nursing and care staff the home employs administration staff, activities, laundry, domestic, catering and maintenance staff to meet all the needs of the people who live in the home. Only six staff hold a National Vocational Qualification level two or three. It is recommended that at least 50 percent of staff have this qualification so that a knowledgeable and skilled workforce can meet peoples needs individually and collectively. We looked at three staff files and these showed that the home was following their recruitment procedure and completing the appropriate checks on the applicants. This assists in ensuring that the right people are selected to work with the vulnerable people. The staff told us that they had gone through the recruitment process and induction training prior to commencing duties. An example of this was the domestic who confirmed that that they had received training about the cleaning chemicals and equipment they use. Training had also been given in manual handling. We looked at the staff training matrix and this showed that all staff had received training in moving and handling and fire. The deputy manager told us about the training the nurses had completed and this included catheter care training. venepuncture which is being able to take blood tests from people, care planning, and first aid. No nurses had attended recent training in managing syringe drivers that are equipment used for administering medication into a persons vein usually when they are very ill. Which could mean if a person required a syringe driver their needs may not be met. Care Homes for Older People Page 22 of 28 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The lack of a consistent manager does not ensure that the service is run in peoples best interests. Evidence: Since the last inspection the home has had two managers leave, and this has assisted in the low staff moral reported to us at the inspection. The manager from the sister home is currently managing the home with the support of an operations manager from the organisation. Staff and people using the service responded positively about her and stated that she was approachable and supportive. Some staff who had visited the sister home hoped that some of the themes could be developed into this home. An example being the garden and the themed areas. This would provide a pleasant area for the people to sit outside when the weather permits. Prior to the inspection we had received a completed Annual Quality Assessment Assurance AQAA from the home. Given the changes with the management this Care Homes for Older People Page 23 of 28 Evidence: provided a broad overview of the service, based on the auditing results completed by the organisation. The home has a system in place, for monitoring the views of people using the service, and completes monthly checks on a number of areas including accidents, medication and food. Copies of the audits and last questionnaire results had been collated and were available in the home. This gives the home an insight into how the home is performing and assists in monitoring that the staff are following correct procedures. The accident records were looked at during the visit and for the number of residents the monthly results were low. The accident forms were being completed and people identified at risk of falls had an appropriate risk assessment in place advising staff on how to minimise the risk of falls. The system for monies held in the home for the people is robust, which assists in ensuring that it can be held safely for people who live there. The home employs a maintenance person who assists in ensuring that equipment is serviced, tests and maintenance in respect of health and safety for utilities, appliances and equipment such as electricity, fire, emergency lighting and hoists are well maintained and this should ensure they are safe to use. Care Homes for Older People Page 24 of 28 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 25 of 28 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 15 16 The service should review the quality of food and choice for the people living in the home to ensure that people living in the home are receiving a varied, nutritious diet which meets their expectations. 31/12/2008 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 7 Care plans should be more person centred and individualised. This will assist the staff in ensuring health, physical and psychological needs are being met totally for that person. The service should ensure that the activities are available to meet the needs and expectations of all the people living in the home. the service should review the organisation of serving out the food to the people living in the home to ensure that people receive hot food. The service should ensure that people using the service are reassured that their complaints are being listened to and addressed to their satisfaction. Page 26 of 28 2 12 3 15 4 16 Care Homes for Older People 5 18 the service should review the organisation of safeguarding records, so that the home can follow them up even with a change of manager. That the home review their storage facilities the bathroom on the ground floor was cluttered at the time of the inspection which could result in an injury to either people using the service or staff. To ensure that the peoples health and care needs are met the skill mix should be reviewed taking into account the number and assessed dependency needs of the people. The home should aim to provide at least half of the staff team with an National Vocational Qualification in care to ensure that they have the knowledge and skills to care for people 6 19 7 27 8 28 Care Homes for Older People Page 27 of 28 Helpline: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 28 of 28 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!