Inspection on 09/01/07 for Davenport Manor

This inspection was carried out on 9th January 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

Davenport Manor 04/02/09

Davenport Manor 08/03/06

Davenport Manor 08/09/05

Davenport Manor 03/03/05

Davenport Manor 09/06/04

Similar services:

Chirnside House

Keer Sands Residential Home

Sunny Bank (P.R.S.) Ltd

Ruskin Lodge

Bushell House

Ashwood Court Unit 1

Langrigg House

Parkside

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

CARE HOMES FOR OLDER PEOPLE Davenport Manor 170 Bramhall Lane Davenport Stockport Cheshire SK3 8SB Lead Inspector Steve Chick Unannounced Inspection 9th January 2007 11:00 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 Davenport Manor DS0000008551.V326423.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. Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Davenport Manor Address 170 Bramhall Lane Davenport Stockport Cheshire SK3 8SB 0161-483 4598 F/P 0161 483 4598 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) Davenport Manor Nursing Home Limited Mrs Wendy Drabble Care Home 34 Category(ies) of Dementia (34), Mental Disorder, excluding registration, with number learning disability or dementia - over 65 years of of places age (10), Old age, not falling within any other category (34) Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The home is registered for a maximum of 34 services to include: *up to 34 service users in the category of OP (Old age not falling within any other category). *up to 10 service users in the category of MD(E) (Mental disorder, excluding learning disability or dementia - over 65 years of age). *up to 34 service users in the category of DE (Dementia - under 65 years of age). The service should at all times employ a suitably qualified and experienced manager who is registered with the Commission for Social Care Inspection. 2. Date of last inspection Brief Description of the Service: Davenport Manor is one of two residential care homes owned by the Davenport Manor Nursing Group. The registered provider is Davenport Manor NH Limited; directors are Mr Kieran Patel and Mr Dilip Patel. Mrs Wendy Drabble is the registered manager. Davenport Manor is registered to provide care for up to 34 older people or older people with dementia over the age of 65 years, and up to ten residents with a diagnosis of mental disorder. Davenport Manor provides permanent residential care services, respite and short-stay services. Accommodation comprises of 28 single bedrooms, 17 with en-suite facilities, and six shared rooms. There are three lounge/dining rooms. The home has a passenger lift to assist service users to the first floor. A large, fully enclosed garden is situated at the rear of the building and there are ample car parking facilities at the front of the house. Davenport Manor is situated in the Davenport area of Stockport. Local shops, churches, post office, surgeries and a newsagent are close by. There is a regular bus service and Davenport railway station is approximately a quarter of a mile away. At the time of this report (January 2007) the fees ranged between £315.00 to £424.00. The actual fee charged depended on the room occupied and the level of needs of the service user. Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. For the purpose of this inspection three service users were interviewed in private, as were three relatives of service users. Additionally discussions took place with the manager and deputy manager and three staff members were interviewed in private. The inspector also undertook a tour of the building and looked at a selection of service user and staff records as well as other documentation, including staff rotas, medication records and some maintenance documentation. This key inspection included an unannounced site visit to the home. All key standards were assessed. All service users and visitors spoken to were positive about the care offered at Davenport Manor. One visitor described the home as “brilliant, I can’t find fault, the staff are absolutely fantastic”. This visitor, when asked what the best thing about the home was, replied “the fact that it is a home, not an institution.” What the service does well: What has improved since the last inspection? All requirements identified at the previous inspection had been addressed. The home has maintained the good quality of care offered. Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 6 What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Davenport Manor DS0000008551.V326423.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 Davenport Manor DS0000008551.V326423.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 and 6. Quality in this outcome area is good. Service users are only admitted to the home after an appropriate assessment to ensure the home can meet their needs. This judgement has been made using available evidence including a visit to this service. EVIDENCE: A random selection of service users’ files was looked at. All had a copy of an assessment, either undertaken by the local social services department, or by a senior member of Davenport Manor staff. There was also documentary evidence, by way of service users’ signatures, of the service user’s involvement in that assessment process. Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 9 The homes own assessment would be improved by a more detail record in connection with the individual’s specific needs. The manager reported that this was considered in practice, and the homes ability to meet the needs of individual service users formed an important part of the assessment process. By the end of the visits to Davenport Manor as a part of this inspection, the manager had produced a different format for their own assessment which would offer documentary evidence that this process was being undertaken fully. Davenport Manor does not offer intermediate care. Davenport Manor DS0000008551.V326423.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. Service users have individual plans of care which are regularly reviewed to ensure they reflect current needs. Service users have access to appropriate community-based medical services to ensure their health needs are met. The homes procedures in connection with the administration of medication are not always implemented to the benefit of service users. Care practices in the home promote the dignity of service users. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 11 A random selection of service users’ files was looked at. Each had a written copy of a care plan and there was documentary evidence that these are reviewed at appropriate intervals. In some examples seen, the written care plan would be improved with more detail. For example offering assistance does not give clear guidance to staff. Discussion with the manager and care staff indicated that other procedures in the home, such as a verbal hand over at each shift, ensured that staff were aware of individual service users’ needs. Davenport Manor was reported by the manager, as benefiting from a relatively low turnover of care staff which would indicate that care staff had the opportunity to know service users well. Daily records were not always maintained on a daily basis. Examples were seen where the records said, for example, please observe with no subsequent entries for several days. Observation, discussion with staff, service users and relatives all indicated that this was an administrative issue and not related to a failure of staff to make and act on observations. There was documentary evidence that service users were regularly weighed, with a view to identifying any significant weight loss or gain. Service users had access to the full range of medical and paramedical services available in the community. There was documentary evidence of this, and it was also confirmed by service users and relatives spoken to. Davenport Manor uses a pre-dispensed, monitored dosage system to administer service users’ medication. Medication was seen to be appropriately and securely stored. Inspection of the medication administration record (MAR) indicated that these were not always maintained with sufficient rigour. Examples were seen where no entry had been made, where a medication had been signed for but not given and where the way that the recording was being done had the potential for some confusion. These examples of failures to effectively record the medication which was being administered did not have an immediate detrimental impact on the service users. However, they did affect the transparency and accountability of the service. The temperature of the fridge used to store some medication had not been recorded as being checked since 16/12/06 (approximately three weeks). At the time of this visit the fridge temperature was within acceptable limits, and again this presented as an administrative issue. It was recommended that the manager undertake more frequent audits of the effectiveness of recording in connection with medication. Observation and discussion with service users and visitors confirmed that service users were treated with respect and dignity. One relative said … not just one or two, but all staff smile. They are not patronising and they treat X as a person. A service user said they [ staff] are good and treat you as an Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 12 equal. Another service user reported she was always treated with respect and dignity and said that staff are … glad to help you. All service users and visitors spoken to were positive about the care offered at Davenport Manor. Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 13 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, 14 and 15. Quality in this outcome area is good. An appropriate range of activities was available for service users to participate in if they wished, which enhance their fulfilment and social stimulation. Visitors are welcome in the home, to maintain community and family links for the benefit of service users. Service users are able to maximise their autonomy within the context of communal living. The provision of food, to maintain service users’ health and well-being is good. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 14 A range of activities are available at the home. These are publicised on the noticeboard in the hall. Records are maintained of individual service users’ interests as well as their participation in specific activities. Some visitors reported observing staff sitting down with service users, to play card games and do jigsaws etc. These visitors also confirmed that there were periodic outings and entertainers visiting the home. During this site visit staff were observed giving service users a ‘manicure’. Service users who were asked, confirmed the availability of activities at the home. One service user added you would be surprised how many people dont want to join in. Service users, visitors and staff all confirmed that the home’s policy of encouraging families and friends to visit at any reasonable time was put into practice. One visitor who was spoken to confirmed that there were no restrictions on visiting, they also valued the freedom to do as I wish whenever they did visit. Observation and discussion with service users and staff indicated that service users were able to exercise personal choice and autonomy within the context of communal living. Service users were able to use any of the communal areas or spend time in their rooms, as they pleased. Service users were also able to confirm that they could get up and go to bed when they chose. One service user commented that they preferred to read rather than watch television so they usually went to bed at 8:00 and read until midnight. This service user confirmed that she could stay up if she wanted to. Service users also confirmed that none of the activities arranged by the home were compulsory. All service users spoken to were positive about the provision of food at Davenport Manor. Service users and visitors confirmed that there is always an alternative to the main menu. One service user describe themselves as a fussy eater, but nonetheless described the food as excellent. Another service user confirmed that if she was out at a mealtime, staff were always willing to get her something upon her return. During this visit one meal was sampled which was pleasantly presented and tasty. Observation also confirmed that staff themselves ate the food which was provided to service users. Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 15 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. Service users are confident that any complaint they may have would be dealt with appropriately. Service users are protected from abuse or exploitation by the home’s policies and practices. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Davenport Manor has an appropriate complaints procedure. This was not looked at on this site visit. The record of complaints was looked at and presented as being a record of only formal complaints. Discussion took place with the manager in connection with the potential benefit of having a structured record of all comments received from service users or visitors. By the time of the second visit to the home the process for recording comments had been appropriately amended. All service users and visitors who were asked, expressed confidence that the home would respond appropriately to any complaint they may have. One Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 16 visitor reported that there had occasionally been things that they were not happy with but these are always dealt with well when raised with the staff. One service user reported that staff would definitely try to sort it out. Another reported that when things have gone wrong they [staff] have been very very good. The home’s written procedures for protecting vulnerable adults had been found to be appropriate at previous inspections and was not looked at on this visit. All service users, visitors and staff expressed confidence that service users were protected from abuse or exploitation. It was reported that most staff have received training regarding adult abuse and there was documentary evidence of staffs intention to attend further training shortly after this visit. All staff who were interviewed, including those who had not received formal training in adult protection, demonstrated an understanding of the need to be vigilant and were aware of their responsibilities to whistle blow . Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 17 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 and 26. Quality in this outcome area is good. The home is appropriately maintained, decorated and cleaned to enable service users to live in a pleasant, safe and hygienic environment. This judgement has been made using available evidence including a visit to this service. EVIDENCE: During this site visit a tour of the building was undertaken. A random selection of service users’ bedrooms was also seen. No issues were identified which required remedial action, in connection with the maintenance of the building. Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 18 There is clear evidence of service users being able to bring in their own furniture and personal effects, subject to health and safety considerations. It was reported that only one room was currently being shared. Staff reported the availability of clean linen at all times. There is a garden to the rear of the building which presented as being well maintained. Service users who were asked, confirmed that this was well used in the summer months, when the weather was better. Service users who were asked, reported that they liked their rooms. One service users said I love my room and it is always kept clean and tidy. At the time of this unannounced visit the home present as clean and tidy with no unpleasant odours. All service users, visitors and staff who were asked reported that this was the usual state of the building. Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 19 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. The numbers and skills mix of staff on duty promotes the independence and well-being of service users. Recruitment procedures are not always applied with sufficient rigour to minimise the risk to service users of inappropriate staff being employed. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager reported that she aims to maintain staffing levels at a minimum of five care staff during the day, with two waking and one sleeping staff member at night. A copy of the staff rota for the week ending 07/01/07 was looked at and confirmed these staffing levels. In addition to care staff, the home benefits from additional auxiliary staff, including house keepers and cooks. As mentioned elsewhere in this report it was reported that staff turnover is relatively low. This would be of benefit to service users as it would enable a consistency of care. Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 20 Of the 18 care staff, 9 were reported as having NVQ II or higher, of these, 7 were reported as holding NVQ III and 1 NVQ IV. It was also reported that the remaining 9 care staff were currently undergoing NVQ training. A random selection of certificates relating to the successful completion of NVQ training was seen to confirm these statements. It was reported that all new staff receive a period of induction. This was confirmed by staff who were interviewed, as well as documentary evidence being available. Staff reported that the introduction included a period of ‘shadowing’ senior staff. All staff confirmed that they were able to seek support from any of their colleagues and would get a helpful response. A range of training opportunities was available for staff. Staff who were asked, said that management would seek to find appropriate training if the need was identified. A selection of files relating to the recruitment and vetting of new staff was looked at. These demonstrated that the majority of the required vetting procedures were effectively applied. Criminal Record Bureau (CRB) disclosures and references were obtained before employment. The failure to be sufficiently rigorous related to obtaining a full employment history and not recording what steps were taken to explore anomalies in the information obtained. Service users and relatives who were interviewed were positive about the staff team. One service user said they joke with me and there is good repartee. Another service user, when asked what the best thing about the home was replied the people in it, it doesnt matter about other things, the staff are very kind. All staff who were interviewed were equally positive about their colleagues and cited teamwork and support as positive experiences of working at Davenport Manor. Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 21 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 and 38. Quality in this outcome area is good. The manager is appropriately experienced and qualified to run a care home for the benefit of service users. Quality audit processes provide a framework to further improve services for the service users. Service users financial interests are protected by the homes procedures and practices. Service users and staff are protected by the implementation of the homes health and safety procedures. This judgement has been made using available evidence including a visit to this service. Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 22 EVIDENCE: The registered manager has over 20 years experience of working in the residential care profession and is a registered nurse. She holds an NVQ level 4 qualification in management and care and holds the registered managers award. The registered manager had undertaken periodic training to update her knowledge, skills and competence to manage the home. Quality monitoring was undertaken with a variety of stakeholders. A copy of the results of the staff questionnaire, activities questionnaire and residents questionnaire were available for inspection. The analysis of these questionnaires was dated December 2006. The ‘ action plan’ which had been written as a consequence of this feedback would benefit from a more detailed explanation of the action the home was planning to take. Nonetheless discussion with the manager indicated that, in practice, the views of the different stakeholders were taken into account in the running of the home. As has been mentioned elsewhere in this report, all service users and visitors spoken to were satisfied with the care offered and the significant majority were very complimentary. A selection of records relating to money held by Davenport Manor on behalf of service users was looked at. The records presented as being appropriately maintained to safeguard the interests of the service users. Staff confirmed the availability and mandatory use of disposable gloves and aprons to minimise the risk of cross infection. Records relating to the maintenance of fire detection and alarm equipment were looked at. They presented as being appropriately maintained. A sample of documents relating to the maintenance of equipment in the home was seen. These presented as being appropriately maintained and certificates to confirm independent testing were available. Davenport Manor DS0000008551.V326423.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 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Davenport Manor DS0000008551.V326423.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 Requirement The registered person must ensure that the home’s medication procedures are rigorously followed. The registered person must ensure that the vetting procedures for staff are rigorously and consistently applied. This specifically relates to checking for any gaps in an applicant’s employment history and recording a satisfactory explanation and recording the explanation of any anomalies in information provided. Timescale for action 01/02/07 2 OP29 19 01/02/07 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 Refer to Standard OP9 Good Practice Recommendations The registered person should ensure that periodic audits of the medication administration records are undertaken to identify and rectify any errors. DS0000008551.V326423.R01.S.doc Version 5.2 Page 25 Davenport Manor Davenport Manor DS0000008551.V326423.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Ashton-under-Lyne Area Office 2nd Floor, Heritage Wharf Portland Place Ashton-u-Lyne Lancs OL7 0QD 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 Davenport Manor DS0000008551.V326423.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!