Inspection on 11/09/07 for Carleton House

This inspection was carried out on 11th September 2007.

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

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

Other inspections for this house

Carleton House 10/05/06

Carleton House 14/02/06

Carleton House 29/09/05

Similar services:

Claremont House

Oak Ridge

Sun Court Nursing Home

Ashville House

Bilney Hall

Hill Barn

Mabbs Hall Nursing Home

Henrietta House

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

CARE HOMES FOR OLDER PEOPLE Carleton House Rectory Road East Carleton Norwich Norfolk NR14 8HT Lead Inspector Ruth Hannent Unannounced Inspection 11th September 2007 09:45 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 Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Carleton House Address Rectory Road East Carleton Norwich Norfolk NR14 8HT 01508 570451 01508 571358 carleton.house@fshc.co.uk www.fshc.co.uk Four Seasons Health Care (England) Limited (wholly owned subsidiary of Four Seasons Health Care Ltd) Mrs Rosina Wells Care Home 27 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) Category(ies) of Old age, not falling within any other category registration, with number (27) of places Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. One Service User, named in the Commission`s records, who has dementia may be accommodated. 10th May 2006 Date of last inspection Brief Description of the Service: This is a residential home for up to 27 older people. This original rectory is set in its own grounds with a large well-kept garden. It is situated in the small village of East Carleton with a once a week bus service. There is room to park a number of cars in the grounds. The accommodation is on the ground and first floor (accessed by a lift) with bedrooms on both floors. Fees per week range between £385 - £460 Email-carleton.house@fshc.co.uk Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection report has been completed following a six hour visit to the home. The information required, to be able to complete this report, has been gathered over the last twelve months and includes notifications of events in the home, monthly visits from the providers, contact made and recorded at the Commission, comment cards from residents and relatives and a Annual Quality Assurance Assessment (AQAA) completed by the Manager. During the visit staff, residents and family members were spoken with to ensure the evidence gathered over the year was still relevant. Comments given on the day were still positive and reflected the comments received previously. ‘Good home’, ‘caring staff’ and ‘nothing is too much trouble’ are examples of just some mentioned. Throughout the day records were looked at that included care plans, personnel records, staff training records, finance paperwork, medication records, and staff supervision notes. A meal was taken with residents in the dining room and a tour of the building took place. What the service does well: What has improved since the last inspection? The use of agency staff has decreased meaning the permanent staff team get to know the residents really well. The assessment and care plan documentation has much improved with evidence of a person centred care approach that is regularly updated as changes occur for the individual resident. Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 6 The staff now have a more structured training programme and regular supervision session. The entrance and corridors have been made lighter and brighter with light coloured emulsion. What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The assessment process is thorough and all potential residents will know if the service at this home can meet their individual needs. EVIDENCE: The Manager now has a comprehensive assessment format that is used for every potential resident. On the day of the inspection a new person arrived for two weeks respite. The assessment form was seen and awaiting the lady’s arrival along with documentation to be completed on arrival. The person did arrive in the afternoon and was seen to be greeted appropriately with assistance and information shared between the Senior staff member, family and resident to help the person settle. Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 9 Looking through the welcome pack it was noted that all the leaflets were up to date and ready to be given to any potential customer. It includes all charges for extra’s such as chiropody and hair dressing costs and gives a list of who the staff are within the home. The print is of a suitable size and the information easy to read. In the entrance hall there is a new notice board displaying all the staff photographs and sitting on the sideboard is a larger photograph of the Senior staff member responsible for the home on that day. Alongside the visitors signing in book is the most current inspection report for anyone who wishes to read it. Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents do have comprehensive care plans that address their individual personal and healthcare needs. Some medication administration practise needs improving. Residents are treated with privacy and respect. EVIDENCE: Throughout the day a number of residents care plans were seen. One particular person who had very complex needs had a very comprehensive care plan that had been reviewed regularly as the care needs changed and the person began to manage more and more of his own care as his health and well being improved. The Key Worker had spent time with this person who, on discussion, had been very involved in the care plan development and had signed all areas of the care pan showing his involvement. On resident asked the Manager for an early review as one of the tasks listed in her care plan she Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 11 could now manage herself. The Manager then sat with this lady and helped her rewrite the relevant part of the care plan. The home is supported with health needs by a health care team from the local GP practice. The details of each visit from any health care professional is recorded in the care plan folder and also in the handover notes from Senior to Senior on each shift. Residents spoken to and comments received prior to this inspection all stated that they are well cared for by the GP. Each new resident is visited within two weeks of admission by the Doctor and assessed for medical needs. One person had a dressing on her leg that is being overseen by the District Nurse and who said she was seen regularly and her leg is getting better. One resident was receiving palliative care in bed. The family were staying with her and spoke in length to the Inspector of the ‘fantastic support’ the staff and medical team were offering to their mother/grandmother. ‘She is getting much better care here than in hospital. Everyone is wonderful’. The medication is stored in a locked room that is temperature checked daily along with the medication fridge. (Records seen). All the stock in the trolley, cabinet and controlled drugs were all in order. An audit is carried out monthly with the Manager explaining the process and how items are cross checked to ensure an concerns are picked up immediately. The home has had problems in the past with items of medication not being available. This has led to the Manager calling a meeting with the Pharmacist and the situation has now improved but the home do have to keep a close eye on the supplies from the chemist. The lunchtime medication administration was observed and all residents were approached correctly and medication was placed in a small pot with plenty of water to take the medication with. Unfortunately on this occasion residents were not observed ingesting the medication and the charts were signed as given. (Requirement). On speaking to this member of staff she knew immediately what she had done and will correct her practice straight away. The staff throughout the day were at all times ensuring that privacy and respect were carried out while assisting residents. ‘They are a great team who make Mother feel special’ was one comment received prior to the inspection. This home is a very friendly, small, family type home and one or two of the staff are very familiar with residents. On talking to the staff they always ask the resident if they mind the familiarity to ensure people feel comfortable with this type of approach. On talking to the residents the majority of them enjoy the banter and said how much fun they have with the staff. Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13 and 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The social need of resident’s is now being considered. Families and friends are welcomed at all times. Meals are wholesome and choice is offered but could be served in a more suitable manner. EVIDENCE: The AQAA talks of a new Activities Organiser about to start and the need to develop this part of the service over the next twelve months. By this inspection visit the person had started. This area of the care is something that is mentioned in various comments from both residents and relatives. ‘There is lack of stimulation’ and ‘people sit around a lot doing nothing’. The Manager is very aware of this concern and is planning lots of ideas for the individual needs of residents once the new Activities Organiser has been through her induction. (Recommendation). Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 13 The visitors come and go as they wish. People were seen on the day of the inspection visit to be greeted warmly and on talking to two relatives the welcome is always there. Many names were noted in the visitors signing in book and previous comments stated how nothing was too much trouble. A recent residents/relatives meeting was well attended with relatives actively helping by taking the minutes of the meeting for the Manager. (These notes were waiting to be typed up by the Manager over the next few days). The meals are offered with plenty of choice. There is two hot meals or a salad plus if someone prefers a lighter meal there is a list of many alternatives that they can choose from such as jacket potatoes or soup. On the day of this inspection the choice was shepherds pie or sausages with potatoes, cabbage, peas and carrots with a sweet of strawberry gateaux, fruit and cream or ice cream. The comments sent prior to this inspection and also reflected on the day of the visit was that there is sometimes too much on the plate. As the meal is served up in the kitchen and then carried to the dining room it would be better if vegetables were in separate containers so residents can decide how much food they can eat. One or two did say that although the food is good too much on the plate is sometimes off putting and they would prefer to serve themselves. (Recommendation). Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents and relatives know how to and are happy to complain if necessary. Abuse is not tolerated and procedures are in place to protect residents. EVIDENCE: The Commission has not received any complaints about the home. The manager has the complaints procedure inside the welcome pack for all to see clearly, a poster is also on display in the entrance hall and comments received from residents and relatives all said they able to complain if they needed to. Two comments were ‘I have never needed to complain’ and ‘the home are so quick to sort any concern if indeed there is any’. The home Manager showed the Inspector all the records of training that has taken place or that is due for all staff to understand how residents are protected from abuse. The whistle blowing policy is in place and staff and residents are aware of this throughout the home. (This has been discussed in meetings with residents and staff). In each personnel file is a certificate showing a criminal records check has been carried out and names of new staff members have been checked against the POVA list prior to commencing employment. Talking to staff each one is aware of protecting residents and understands about whistle blowing. Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 15 Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 20, 21 and 26 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The environment is safe and maintained but improvements throughout to offer quality and choice need to be in place. EVIDENCE: The home is set in nice surroundings with a beautiful front garden that is nice to sit in. At present the outside is not easily accessible due to poor paths and an unsuitable surface on the drive. This is to be rectified over the next year with a grant that has been given and will enable residents to have more freedom to use the grounds more extensively. The area used as a dining room is very small and limits the choice of who can eat their meal there. Some residents who need assistance have their meal in Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 17 the lounge and some have it in their room. This is not ideal and people do not have a daily choice as to where they would like to eat. (Recommendation). The home is well maintained with records kept of all servicing. These records were not seen on this inspection visit but have been seen previously and were current on that occasion. The local fire officer had visited the week prior to this inspection and a few requirements had been made. It was noted on the report that no reference to the resident’s bedroom doors being left open had been made. The Manager immediately contacted the Fire Officer who will send a letter to state fire door closures are required for doors that are left open. (Requirement). The Manager had posted lists around at each fire zone that highlighted which resident leaves their door open at night but these must be closed unless a fire closure is fitted. The home has improved the main corridors with lighter paintwork and all areas now have radiator covers. The one area noted for improvement is the very out dated, institutionalised bathrooms and toilets that lack any warmth, light or homeliness. The paintwork is dark and as there are no windows the whole room is dark. One bathroom was noted to have just a bare bulb and no light shade. (Recommendation) The home staff work hard to keep all areas clean and throughout the building this was apparent. Unfortunately there is an odour that is not pleasant is some parts of the home which staff are very aware of and all efforts are being made to rectify the problem. Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The staffing levels and capabilities of the staff meets the needs of the residents. Staff are employed and trained to ensure residents are cared for safely and competently. EVIDENCE: The home on the day of the inspection was caring for 22 residents. The staff in the building was one Manager, one Senior Carer and three carers with one domestic, one laundry assistant, one cook and one kitchen assistant. The care provided was carried out at appropriate times and unhurried. The family of the person receiving palliative care had been staying in the room for three days and said the care was excellent, timely and offered by competent staff. On talking with the Manager, it was clear that if the needs of the residents increased then the staffing levels would be increased to ensure appropriate care was happening. One resident did say they appear short staffed sometimes but when asked if the care offered was not what she expected she said she could not fault the time and care offered. Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 19 The staff are encouraged to gain a recognised qualification and now the staff team are more settled and less agency is being used the plan is to get more staff qualified. On the day of the inspection the NVQ assessor was calling in the afternoon to go through some of the units with a Senior staff member. There has been problems getting an assessor in the past but this should now be rectified. Two recruitment files were looked at. Each one contained the relevant paperwork for each staff member that included CRB check, application, two references, copies of training achieved, identification and a recent photograph. The Manager has made a training book with each staff member having a record of training attended and training due. All the certificates or copies of certificates are held in the personnel file of the staff member. Each one to one meeting held with the staff, the Manager takes along the training book and discusses the recent training and the plans for future training. (Seen) On talking to the staff it is clear that encouragement and support for training is always available. (The next planned date was for a training on Parkinson’s that is also to include a family member who’s relative has been diagnosed and wishes to know more about the disease). Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 20 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 36 and 39 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is managed by a competent person who ensures that the residents best interests are safeguarded and that all staff, residents and visitors have their health and safety promoted and protected. EVIDENCE: The Manager has recently become the registered Manager with the Commission although has managed the home for the past eighteen months. The Registered Managers Award is yet to be completed but is well under way with 60 already with the assessor. A concentrated effort is required to get this qualification Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 21 The ethos throughout the home is reflected in the open and positive attitude that the Manager portrays with what appears to be a seamless service delivered to the residents. A new type of audit of the service is now in place to assist the checking of the quality of the service delivered. The first group of people to be surveyed and tested is the staff team and the outcome of these checks have given the home lots of ideas to improve and monitor further the outcomes for residents. The comments received at the Commission have all been positive. The home is very good at including the families and friends in decisions within the home. One relative comes in daily and says he feel very included in the life of Carleton House. The Manager is still needing to seek views from other stakeholders such as the GP’s District Nurses and hairdresser to ensure everyone involved with the home has input into the satisfaction outcomes for residents. The resident’s personal money, if not managed by the family or the resident themselves, is held within the locked money tin in the locked cupboard in the locked office. The amount is minimal as any money taken is banked and only a small amount of money is held in the home. The amount in the tin balanced with the amount written on the ledger sheet and records of all transactions are signed and receipts issued when money is paid in. (The day before the inspection £30 had been received and the receipt was issued correctly and the money was locked away (seen). The home has recently undergone a 2 day financial audit by a Senior Administrator within the company and a comprehensive report with a few requirements made to improve the systems used was seen. The Manager has now started formal supervision sessions with each staff member. Records are held of each session and the date planned for the next one is recorded. These records were seen and are an improvement from the last inspection. As part of the staff induction (seen) the training to ensure practice is carried out safely was seen both in the training book and also by the certificates issued. All statutory training is carried out in a probationary period and certificates for fire, first aid, moving and handling and food handling were seen. Infection control training for all staff needs to be encouraged as certificates were not evident on this visit. (Recommendation) The Manager talked about the procedures that take place when a notifiable incident occurs. The Commission has received suitable information informing the inspector appropriately of these incidents and other agencies such as the Environmental Health Officer have been notified where appropriate. The home is secure with an alarm on the front door on opening in place. The health and safety of residents using the outside areas has been recognised as not suitable such as uneven slabs, no ramps for any exits and a drive of thick Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 22 gravel that is unsuitable for any mobility aid but as mentioned previously in the report this is about to be improved. The servicing date for equipment was noted and hoists are to be serviced next on the 9/01/07. Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 x x 3 x x N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 2 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 x 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 3 2 2 2 x x x x 2 STAFFING Standard No Score 27 3 28 2 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 x 3 x 3 3 x 3 Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? no 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 OP9 Regulation 13.2 Requirement All staff who are responsible for administration of medication must ensure that the procedure is carried out safely and the homes procedures are followed. The home must ensure that bedroom doors that are left open have suitable equipment to close the doors in the event of the fire alarm being triggered. Timescale for action 12/09/07 2 OP19 13.4a 23.4ci 01/12/07 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 2 3 4 Refer to Standard OP12 OP15 OP20 OP21 Good Practice Recommendations Residents should have access to regular stimulation and activities that is suitable for each person Residents should be offered the option of how much food they would like on their plate. The home should think of how to improve the dining room facilities so that there is enough room for all residents to eat in this room if they so wished. The bathrooms and toilet need to be refurbished and made DS0000065207.V350686.R01.S.doc Version 5.2 Page 25 Carleton House 5 OP38 more homely. The staff need to have all statutory training that includes infection control. Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Norfolk Area Office 3rd Floor Cavell House St. Crispins Road Norwich NR3 1YF National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Carleton House DS0000065207.V350686.R01.S.doc Version 5.2 Page 27 - 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!