Inspection on 01/05/08 for Cranbourne House

This inspection was carried out on 1st May 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 2 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Cranbourne House 02/05/07

Similar services:

Ashlea Mews Residential Home

Eastwood

West Lodge

Arran House

Avenue Community Nursing Home

Cosin Lodge

Farmborough Court

Cragston Court

Extracts from inspection reports are licensed from CQC, this page was updated on 27/09/2008.

CARE HOME ADULTS 18-65 Cranbourne House 52 Yarm Road Stockton on Tees Cleveland TS18 3PF Lead Inspector Michaela Griffin Key Unannounced Inspection 1st May 2008 11:30 Cranbourne House DS0000068962.V363831.R01.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 Cranbourne House DS0000068962.V363831.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 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. Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Cranbourne House Address 52 Yarm Road Stockton on Tees Cleveland TS18 3PF 01642 634597 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) Mr J Matthews Mrs Mary Matthews Mrs Mary Matthews Care Home 3 Category(ies) of Mental disorder, excluding learning disability or registration, with number dementia (3) of places Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 2nd May 2007 Brief Description of the Service: Cranbourne House is registered with the Commission for Social Care Inspection under the Care Standards Act 2000 as a care home providing care and accommodation for 3 adults who have a mental disorder. The home is on a busy residential street, near to the town centre of Stockton, and it fits in with other homes in the road. It is a large house, well maintained and provides a pleasant and safe environment for the people that live there. Residents at the home are encouraged to live as independently as possible and lead the lifestyles they choose. The weekly fees are £368 (May 2008). Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 1 star. This means the people who use this service experience adequate quality outcomes. The inspection took place over two half days. The inspector visited the home and met two managers and two other staff. And both the people who live in the home talked to her and told her what they think about the service. The inspector also looked around the home and checked paperwork and files. What the service does well: What has improved since the last inspection? What they could do better: The home should try to make its paperwork easier for people to understand. The home should check the guidelines it gives staff about how they must do their jobs. This is to make sure that they are always up to date. The home must make sure that it gets written references for new staff and that it always asks their last employer for a reference. New staff must not work Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 6 by themselves until the home has had their Criminal Records Bureau check returned. All new staff must have training on how to keep people safe from harm. The home should ask people what they think about the service and produce a plan every year saying what changes and improvements it is going to make. 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. Cranbourne House DS0000068962.V363831.R01.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 Cranbourne House DS0000068962.V363831.R01.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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 1 and 2. People who use the 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 home makes sure it will be able to meet peoples needs before they move in. EVIDENCE: The home provides information about what it offers to help people to make an informed choice. People get the opportunity to ask questions when they visit. The information is provided in written English only. The home should provide information in alternative forms for people who can not or do not read English fluently, for example in simpler language with pictures, or on audio tape. It should also let people know that the information can be provided, on request in other languages and Braille. The files showed that the needs of the two people who live in this home were fully assessed before they moved in. And they are reviewed regularly. One person said that the home meets all his needs. People do not move into this home until they have had a chance to see if they like it and the other people who live there have spent time with them to see if they will all get on. One of the current service users said that he has met the new person who has been looking around the home and that he likes him. The Annual Quality Assurance Assessment completed by the provider before the inspection said ‘The admission process can take anything up to three Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 9 months. The prospective service user has to feel comfortable with the new environment.’ The manager explained that the home currently has a vacancy. She described how a person who is interested in moving in has been invited to visit and will have an overnight stay, before choosing whether or not to move in for a trial period. Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 10 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 6, 7 & 9. People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including a visit to this service. People have care plans outlining what they need and want. People can make choices in their daily lives. People are encouraged to lead full lives, with support to protect them from harm. EVIDENCE: At the time of the inspection there were two people living in the home. The people who live in this home are involved in all decisions about their care. Issues of equality and diversity are addressed through the home’s personcentred approach. They provide support in a way intended to meet individual needs and preferences. People are treated with equal respect but the differences between them are recognised. There were copies of assessments carried out by the home, to check if there are any risks for each person in doing the things that they want to. Each person’s care plan shows how the home encourages him to be independent but get the support he needs. A resident described how he spends his time how he wants to and goes out in the local community by himself. Cranbourne House DS0000068962.V363831.R01.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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 12, 13, 15, 16 & 17. People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including a visit to this service. People are involved in activities they enjoy, in and outside the home. Service users are encouraged to maintain relationships with their families, friends and neighbours. EVIDENCE: The two people who live in this home do not go to day centres or have structured day care. Each person has an individual programme of daily activities. The two people have very different life styles. This shows that the home helps people to lead the lifestyle they choose. One person likes to be active, to socialise and to go out and about a lot. He has an outreach worker who takes him out and enables him to do the things he likes- for example gardening and going to the pub or local club, to see bands and dance. The other person described how he spends his time how he wants to and prefers not to have things organised for him. He is very independent and said that if he had a car he would drive to Redcar. He goes out in the local area by Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 12 himself. He said that he likes to visit his friends nearby and have a cup of tea with them, or to stay at home and watch television. The home is on a busy street within walking distance of Stockton town centre and major bus routes. There is also free on-street parking nearby. So that makes it convenient for people to visit. People have the same sort of opportunities as others of the same age to be included in the life of the community. The home has a people carrier, which is a large car. The staff take residents on trips to the coast and special events. One resident explained that he is going on holiday to Blackpool in summer with a group from the sister home nearby. He said ‘I am going because I want to. You only do things if you want to.’ Meals are also provided to suit individuals, at the time they want. People can eat in the dining room or kitchen, or take food to their own rooms if they prefer. One makes drinks or snacks for himself. The other likes to help a member of staff to cook. One person said ‘The food is pretty good. There’s plenty. It’s what I like.’ Cranbourne House DS0000068962.V363831.R01.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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 18, 19 & 20. People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including a visit to this service. People get the support they need, in the way they prefer and their health care needs are met. Medication is handled safely by trained staff. EVIDENCE: The care plans checked gave details of the personal care and support needs of each person and how they like the help to be given. The service users have their own General Practitioner. One person receives a service based on the Care Programme Approach, which is a way of ensuring that people who have had psychiatric treatment in hospital continue to have their health care needs met in the community. The home cooperates with this. A professional commented: ‘They work well with us.’ Community nurses visit regularly, to monitor people’s health and advise and support the staff. The service users said that the staff give them care in the way that they prefer. Staff support them to attend medical appointments and professionals visit them at the home and the staff cooperate in monitoring their health and reviewing their health care needs. Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 14 The home has policies and procedures for ordering, storing, disposal and safe administration of medication. These are set out as guidelines for staff to follow. Discussions with staff confirmed that this happens. All staff receive relevant training and their competency is assessed, to make sure that the training has given them the knowledge and skills they need. Their certificates were checked during the inspection. The records showed that the medication given out to service users is carefully recorded. One person has diabetes and he is given support to do his own blood tests and give himself insulin. This is all explained clearly in his care plan. Cranbourne House DS0000068962.V363831.R01.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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 22 & 23. People who use the 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 encouraged to express their views about the service and they are confident that they will be taken seriously. The home’s policies and procedures protect people from abuse and harm, but they have not been reviewed and updated. EVIDENCE: The home has a complaints policy and procedures and this has been updated since the last inspection. All service users have a copy in the service users’ guide. When they first move in to the home staff explain to them that they should say if they are not happy or want to change anything. This is repeated regularly, through daily contact and six monthly reviews. The policy and procedure have up to date information about how people can complain to the Contracts and Commissioning department of the local authority, as well as to the management of the home. The complaints policy is written in straightforward language but is not available in an easy to read or alternative forms, for people who do not read English. The home has not received any complaints. One person who lives in the home said that he would know who to talk to if he had a complaint. The manager sees and talks to the people who live in the home regularly and feels that she deals with any concerns before they develop into complaints. The home has a policy and procedure for Safeguarding Adults. This tells staff the signs to look for that someone has been abused. It tells them what to do if they are told that has been abused or neglected or if they suspect that this has happened or could happen. This information is clear and written in plain Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 16 language. It should be updated with the latest policies and guidance from the local authority and the names and contact details of the statutory agencies that must be informed about any abuse or neglect allegations. Most staff have had training on Adult Protection issues, provided by Stockton Borough Council. They should all have some refresher training, to up-date them on the recent changes in policies and the terms used. Most have also learned about how to recognised the signs and symptoms of abuse and what to do if they suspect it has occurred, in their National Vocational Qualification training. All new staff must have some basic awareness training on Safeguarding issues, as well as being introduced to the home’s own policy and procedures. This is so that new staff will know what to do if they think that someone has been, or could be, abused or neglected. The home must also review its recruitment policies and procedures to ensure that all new staff are thoroughly checked and have basic training before they start work. This will help protect service users from people who are unsuitable to work in a care setting, or do not have the knowledge required to keep people safe. Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 17 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 24, 28 and 30. People who use the 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 home provides a safe, clean, comfortable place to live, with communal space and individual rooms that meets people’s needs. But there are no ground floor bedrooms or toilet facilities for people who use wheelchairs. EVIDENCE: Cranbourne House is on a busy, residential street, within walking distance of the town centre. There are community facilities nearby, like pubs and shops and bus services. There are also some special services nearby, like a drop-in centre and another larger home. The home is a seven bedroom terraced house on three floors. Only the first two are used for living accommodation, with three bedrooms for people to there and one for staff. It was clean and tidy, when the inspector looked around. Each service user’s bedroom is a double-sized room and is decorated and furnished to match the person’s taste. One person said he had chosen his room when he moved in and that he liked it. The room was uncluttered and very tidy and he had his own possessions around him, including his own Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 18 television. The other service users said that he liked his room and that he had collected 40 posters that he planned to put up. He said ‘I like being here.’ There are currently two communal lounges but one is to be re-developed as an office. There is a communal dining room and kitchen. All the rooms in the house are spacious and comfortable, decorated in Victorian style but with modern conveniences. There is a bathroom upstairs with a toilet and shower cubicle, and a separate shower room. The manager has a file of records that show that health and safety checks are carried out regularly, and that equipment is repaired and maintained by qualified contractors. There are no bedrooms or bathrooms on the ground floor for people who have mobility problems. The people who live in this home can climb stairs, but there is no ground floor toilet that a disabled person could use safely. So it could be difficult for a relative, friend or professional who cannot climb stairs to visit. There is a ground floor toilet in a boiler / laundry room. It is currently only used by staff, but could be adapted for residents and visitors to use, if required in future. Outside there is a small garden at the front and a lovely sheltered, private, courtyard garden at the back. There is free, on-street parking nearby. Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 19 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 32, 34 and 35. People who use the 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 home employs enough staff and they have the basic training and support they need to care for people who live in the home. The home has not always carried out all the checks it could before appointing new staff. EVIDENCE: The home employs six staff and a full time manager. They are currently supporting two people. One staff member works as an outreach worker taking one of the residents out in the community and supporting him in activities. So there is always a ratio of one worker to one service user, during the day. All the staff are white British, five women and one man, and their ages vary from early twenties to mid fifties. The home has an equality and diversity policy and does not deliberately discriminate against or exclude anyone from applying for a job. This is good because service users benefit if people who have the skills and personality required for the job are not put off applying. Three staff files and recruitment records were examined. The home is generally careful about who it employs and checks that applicants for jobs do not have anything in their backgrounds that would make them unsuitable to work in a care service. But some people have not had references from their previous employers and some have been asked for verbal references only. Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 20 The most recently appointed person started work before the home received clearance from the Criminal Records Bureau, but the manager had seen the police check carried out by her previous employer. The service has a designated person who takes the lead on recruitment and training issues. She is the registered manager of Cranbourne House’s sister home and is suitably qualified and experienced to carry out this role for both homes. Staff get supervision, that is one to one meetings with a manager when they can talk about how they do their jobs and identify any training and support needs. But this happens less than six times a year, which is the frequency recommended in the National Minimum Standards. There are regular staff meetings. The staff interviewed said that the meetings are a useful way of sharing information and expressing their views. They also said that the managers are very helpful and that they get all the support and guidance they need. One said ‘They are always there are the end of the phone, we know we can talk to them about anything.’ The home has certificates that show the formal training that each member of staff has received. All staff are encouraged to achieve National Vocational Qualifications in Care. Three of the five care staff have already this at level two or above. Another two care staff are working towards this nationally recognised qualification. This shows that they have learned what they need to know to care and support people and to promote their rights and independence. The provider has recently contracted with a specialist firm for advice and help with the recruitment and training of staff. This should help the home improve the way that it recruits staff and keep more systematic records of people’s training needs and the training planned and provided each year. The carers said that they enjoy working in the home and that they find the work very rewarding, because they get the chance to work with individuals and to help them to be independent. One carer said ‘I feel like I am achieving something in this job. I see people develop.’ Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 21 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 37,39 and 42. People who use the 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 home has a suitable manager who knows the service and service users well. The health, safety and welfare of service users are promoted and protected. The home seeks users’ views on how the service is run, informally. EVIDENCE: The manager has been running the home since it was first registered. She has the qualifications and experience to do her job. The home protects service users and staff by having a clear health and safety policy and procedures. The manager carries out regular checks to make sure that these guidelines are followed. A carer said ‘The manager is there if you want her, she is very good.’ There are only two people living in the home. The manager knows them both well; she sees them frequently and asks them if they are happy with the service. The home is currently introducing a more formal system for assuring Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 22 the quality of the service, which will include seeking the views of visiting professionals and an annual quality report. Cranbourne House DS0000068962.V363831.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 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 x 5 x INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 2 ENVIRONMENT Standard No Score 24 3 25 x 26 x 27 x 28 4 29 x 30 4 STAFFING Standard No Score 31 x 32 3 33 x 34 2 35 3 36 x CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 x 3 x LIFESTYLES Standard No Score 11 3 12 3 13 3 14 x 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 x 3 x 2 x x 3 x Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 24 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 2 Standard YA23 YA34 Regulation 13 (6) 7,9 and 19 Requirement All new staff must have some basic awareness training on Safeguarding issues The provider must carry out all the checks required, including an enhanced CRB reference and two written references, before allowing new employees to work with service users. Timescale for action 01/09/08 01/09/08 Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 25 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard YA1 Good Practice Recommendations The home should provide information in alternative forms, for people who can not or do not read English fluently, for example in simpler language with pictures, on audio tape. It should also let people know that the information can be provided, on request in other languages and Braille. All staff should have some refresher training on Safeguarding Adults issues, to up-date them on any recent changes in policies and the terms used. The home should develop its quality assurance system, by seeking the views of professionals and staff, recording the suggestions of service users and producing an annual quality assessment and plan. 2. YA35 3. YA39 Cranbourne House DS0000068962.V363831.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection North Eastern Region St Nicholas Building St Nicholas Street Newcastle Upon Tyne NE1 1NB 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 Cranbourne House DS0000068962.V363831.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. 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