Inspection on 23/11/06 for Dene Court

This inspection was carried out on 23rd November 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is (sorry - unknown). 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

Dene Court 21/02/08

Dene Court 24/01/06

Dene Court 31/08/05

Dene Court 07/02/05

Dene Court 05/08/04

Similar services:

The Vicarage

Fairfields Country Rest Home

7 Hyde Road

5 Seafield Road

Queensmount

Poldhu

Trevaylor Manor

Didsbury Court Rest Home

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

CARE HOMES FOR OLDER PEOPLE Dene Court Butts Road Heavitree Exeter Devon EX2 5HU Lead Inspector Sue Dewis Unannounced Inspection 23 & 28 November 2006 09:30 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 Dene Court DS0000021924.V306700.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. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Dene Court Address Butts Road Heavitree Exeter Devon EX2 5HU 01392 274651 01392 274651 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 John Willis Hall Care Home 31 Category(ies) of Dementia - over 65 years of age (31), Mental registration, with number Disorder, excluding learning disability or of places dementia - over 65 years of age (31), Old age, not falling within any other category (31), Physical disability over 65 years of age (31) Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 24th January 2006 Brief Description of the Service: Dene Court is registered to provide personal care for up to 31 older residents. However the home normally has a maximum of 29 residents as only one registered double room is used as such. The home is situated in a residential area of Heavitree, in Exeter. It is close to some local shops and public transport is available into the centre of the city. There are a variety of communal areas within the home. The home has areas of garden which residents enjoy sitting in during the fine weather. There is some parking available. Fees for the home are £420 each week. The reports produced by CSCI are available on request from the office. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection was carried out over two days towards the end of November 2006. The home had been notified that an inspection would take place within three months and had returned a pre-inspection questionnaire, information from which was used to write this report. During the inspection 3 residents were case tracked. This involves the inspector looking at the residents’ individual plans of care, and speaking with the resident and staff who care for them. This enables the Commission to better understand the experience of residents living at the home. As part of the inspection process questionnaires were sent to 10 staff, 7 health and social care professionals and 12 residents to ask for their views on the quality of care at the home. At the time of writing the report replies had been received from 8 staff, 6 health and social care professionals and 11 residents. During the inspection the inspector spoke with 5 residents individually, as well as observing staff and residents throughout the day. The inspector also spoke with 3 staff and the care manager. A full tour of the building was made and a sample of records was looked at, including care plans, the fire log book and staff files. As part of this unannounced inspection the quality of information given to people about the care home was looked at. People who use services were also spoken to, to see if they could understand this information and how it helped them to make choices. The information included the service user’s guide (sometimes called a brochure or prospectus), statement of terms and conditions (also known as contracts of care) and the complaints procedure. These findings will be used as part of a wider study that CSCI are carrying out about the information that people get about care homes for older people. This report will be published in May 2007. Further information on this can be found on our website www.csci.org.uk. What the service does well: The home continues to provide a comfortable and friendly home for its residents. It provides prospective residents with good information to help them make a decision about whether they want to live in the home, what they can Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 6 expect from the home and what the home expects from them in terms of payment of fees and under what circumstances they may be given notice. Staff are caring and well trained, they are able to recognise bad practice and would feel confident that issues would be dealt with. Care plans contain good information and help staff meet the needs of the residents. Good relationships were observed between staff and residents who were enthusiastic about each other. Relatives were happy with the care their relatives received and were confident any concerns would be dealt with appropriately. Health and safety aspects of the home are well managed. What has improved since the last inspection? 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 Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 7 be made available in other formats on request. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 8 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 Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 9 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): 1, 2, 3 and 6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Prospective residents or their representatives are provided with sufficient information with which to make an informed choice as to whether they wish to move into the home. Prospective residents are safeguarded by having knowledge of the contractual arrangements of the home. Prospective residents are encouraged to visit the home and an assessment of the support they require, ensures that the home can appropriately meet their care needs. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 10 EVIDENCE: Three residents files were looked at, including that of the most recently admitted resident. All of these contained detailed pre-admission assessments, and written confirmation, that the home can meet their needs. One of these residents had been admitted from a hospital in the West Midlands, there was a full needs assessment completed by the hospital on file and the resident told the inspector that family had been to see the home before admission. Two other residents were also spoken with about the information they had received prior to their admission. Due to their frailty, none of the residents could tell the inspector if they had seen a copy of the Statement of Purpose, or Service User Guide for the home prior to their admission. Three residents thought that a relative may have seen these documents. The care manager told the inspector that copies of the Statement of Purpose and the complaints procedure are given to all prospective residents and their relatives prior to their admission, and that they are invited to discuss any concerns they may have about the documents and the admission process. Answers received on comment cards ranged from, not having received any information to “Dene Court explained their services very clearly, their brochure was really helpful”. The files for these residents contained copies of either a private or social services contract, although none of the residents could remember if they had seen a copy. Those residents that had been at the home for some time had letters on their files relating to increases in fees. The home does not provide intermediate care. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 11 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. Care plans are well formulated and give clear information to enable staff to meet resident’s health needs, however social care needs information could be improved. Care needs are well met in an individual manner by caring and informed staff and residents are treated with dignity and respect. The health care needs of residents are well met with evidence of good multidisciplinary working taking place where necessary. Medicines are stored securely and administered appropriately. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 12 EVIDENCE: Three care plans were inspected, including that of the most recently admitted resident. The care plans have been reviewed since the last inspection. Staff have worked hard to simplify and collate the information held on residents. Staff said that the new system was much easier to use and gave good information to meet the needs of the residents. Care plans are produced from the assessments made before admission and adjusted as residents’ needs change. Care plans contain a checklist for risks that ranks them as high, medium or low. Any risks that are highlighted as high are then assessed in depth. A moving and handling risk assessment is now completed. A risk assessment is also completed for any behaviour that may be challenging to staff, and shows how the behaviour may present itself, and how it is managed, as well as any input from other professionals. The plans set out the personal care needs of the residents and how these are to be met, needs identified include, transferring, communication, sleep pattern and continence. However, though the plans list some leisure interests they do not include a detailed social history or full details of hobbies or interests. It was clear through discussion with staff that whilst they were aware of some of these matters, they were not recorded. Daily recordings are usually made by senior staff from reports by care staff. The recordings were objective and descriptive. Staff said that they receive a good handover and looked at residents care plans each time they came on duty. Records were maintained showing the involvement of healthcare professionals. The inspector spoke with a District Nurse who visited the home regularly and is also the continence advisor. They told the inspector that the staff were very keen to promote continence for residents rather than just use incontinence pads. They also said that they were very happy with the way staff follow any directions given by them. They said that they found the staff to be very caring and were often involved in activities with residents when they visited. The inspector received many positive comments from healthcare professionals via the comment cards that were returned including, “Communication both within the home and with ourselves appears to be very good. Information re client is excellent in quality and quantity. Staff (senior) always have good understanding of their clients needs. Liaison with outside agencies/services very good”. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 13 Another comment from a member of the Hospitals care Management Team was, “Without exception they deal with any problem with skill, imagination and good humour………. The staff keep me informed if there is a problem and we have worked together to help and care for all members of the family”. The home uses the Boots MDS (Monitored Dosage System) system for obtaining and administering medicines. Staff who have deal with medicines have received training from Boots, their certificates show that this training meets the Department of Health National Minimum Standards. Administration records were well maintained and all medicines were stored securely in a locked metal cabinet. Senior staff are currently receiving training from the district nurse on administering insulin to one resident. These training records were well maintained. Staff were seen offering personal care in a discreet manner, and spoke with residents in a friendly and respectful way. All bedrooms, toilets and bathrooms have suitable locks fitted to the doors to ensure residents’ privacy. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 14 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. This judgement has been made using available evidence including a visit to this service. Links with visitors and the community are good, giving opportunities to support and enrich residents’ social life. The home generally offers a suitable range of activities and entertainments to stimulate and occupy residents. Meals were seen to be well presented, providing nutritious variety and choice for residents. EVIDENCE: Five residents were spoken with in private and several others observed in the lounge. All appeared happy and relaxed, and good interaction was seen between staff and residents. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 15 Regular activities are on offer, including games and entertainments. Residents commented how much they enjoyed these, and having staff spend time with them individually. However, one resident commented on their card that they would like more activities. Staff told the inspector that they are always looking to provide more activities. The District Nurse that the inspector spoke with said that staff were often doing activities when she visited. One visitor was spoken with and they told the inspector that they were always made to feel welcome and offered refreshments. They also said that they were always informed of any changes in their relatives needs. Another relative said that their relative was very well looked after. Comments made by a relative on behalf of a resident on a comment card, were “Dene Court is very comfortable and provides a high level of care to clients and family”. Menus are generally prepared by the chef who is aware of the likes and dislikes of the residents. Residents are also able to have an input into the menus through residents’ meetings. The chef told the inspector that he ensures residents receive a balanced diet and also prepares diabetic and high fibre meals. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 16 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. Staff, relatives and residents feel that any complaints would be dealt with appropriately. Residents are protected by staff that are able to recognise abuse and know their duty to report poor practice. EVIDENCE: There is a simple complaints procedure contained in the resident’s ‘Terms and Conditions’, and displayed on the notice-boards. Although residents were not able to tell the inspector anything about the complaints procedure, they were able to say who they would talk to if they had any concerns, and felt that if they did they would be dealt with immediately. The care manager said that all residents and their relatives are given a copy of the complaints procedure at the time of admission. They are also told by staff who they should speak with if they have any problems at all. Staff told the inspector that they all try to deal with any complaints as they arise, but if they can’t then they pass them to the owner or the care manager. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 17 No complaints have been received by CSCI, since the last key inspection. Staff said that they have recently received training in recognising and dealing with abuse. Staff were able to describe a variety of differing kinds of abuse, including shouting at a resident who may be hard of hearing, or ignoring a resident who is asking for help. Staff were aware of the correct procedures for reporting any suspicions to someone within the home and said that they would involve other agencies such as the police if they felt they needed to. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 18 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, 23, 24 and 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home provides residents with a generally clean, safe, comfortable and homely place to live. EVIDENCE: The inspector did a full tour of the building and saw that the home is generally safe, comfortable and well maintained. There are several communal areas around the home for the use of all residents, and while some have their favourite areas, some do move between them. The communal areas are homely, with many ornaments and pictures around them. They are decorated and furnished in a comfortable manner that meets the needs of the residents. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 19 The residents’ bedrooms were all looked at, each had personal possessions displayed and reflected the personalities of the occupant. The rooms contained all the items that the residents required in order to have their needs satisfactorily met and had suitable locks fitted to the doors. The home has a variety of hoists and moving and handling aids to enable staff meet the needs of those residents with mobility difficulties. The laundry is well equipped to deal with the washing from the residents. Staff confirmed that they have access to disposable gloves and aprons, and were aware of good basic hygiene procedures. The home was generally clean, tidy and well maintained throughout. However, there was a slightly unpleasant smell in one bedroom, another had some of the paper falling from the ceiling and the carpet in a third was ‘rucked’. These matters though minor could, if not addressed may lead to a more serious situation and the carpet already presents a trip hazard to staff and residents. The inspector was told that now that the weather prevented work in the garden, the handyman will be starting to decorate the interior of the home. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 20 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 (excellent, good, adequate or poor). This judgement has been made using available evidence including a visit to this service. The deployment and numbers of staff available throughout the day and night are sufficient to meet the needs and numbers of the current residents. The procedures for the recruitment of staff are robust and offer full protection to residents. However the unavailability of staff records means that residents are potentially at risk from staff. A full training programme ensures that staff are competent to meet the needs of residents. EVIDENCE: On the second day of inspection there were five care staff, three seniors, a cook, kitchen domestic, two cleaners and the care manager on duty. A new post of support assistant has recently been created and this person is responsible for the laundry and for helping any residents that may have difficulties at mealtimes. Residents and the two relatives spoken with said that they there were always sufficient staff on duty to meet their needs. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 21 The care staff said that they did not feel rushed at any time and had time to spend chatting to residents. They are looking for ways to increase the activities on offer to residents. Residents told the inspector that there were always staff available if they wanted anything, and that they did not have to wait for help. There was a relaxed and unhurried atmosphere around the home, with staff meeting the needs of residents in a quiet and competent manner. Staff were well aware of the individual care needs of the residents and were able to describe these and how they are met on a day to day basis. Staff spoke with enthusiasm about the residents and their work with them. On the first day of inspection, staff records were not available to the inspector, as only the owner and care manager have access to these records and they were both away from the home. All records relating to the home must be available for inspection by a person authorised by the Commission at any time. The inspector had to return to the home for a second day in order to look at the staff files. Three staff files were eventually inspected and all contained two written references, proof of identity and photographs of the staff member. They also contained evidence that satisfactory police checks had been obtained. Staff told the inspector (certificates were seen) that they had received training in POVA (Protection of Vulnerable Adults), Moving and Handling, Basic Food Hygiene and Fire Precautions. Some staff are also working for NVQ. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 22 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 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is well managed resulting in practices that promote and safeguard the health, safety and welfare of the residents. EVIDENCE: Mr Hall (the owner) has worked with older people for many years. The care manager has also worked at the home for many years and is working for the RMA (Registered Managers Award) and NVQ 4. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 23 There is now an annual programme for ensuring the quality of care provided at the home. This system allows for consultation with residents and a copy of the report was sent to the Commission. The next cycle is due to start in January 2007. The home manages very little money on behalf of residents. The systems for recording transactions have been improved and there is now a running total for the monies held as well as two signatures and numbered receipts. However, when the money was counted, one account was found to be five pounds over. All other residents monies were checked and found to be correct. Staff supervision records were seen and some were overdue. There was also some confusion amongst some staff as to what supervision really was. One or two thought it was being observed by a senior when they were not performing a task correctly, and did not realise it was a one to one session with a senior to discuss their work. Moving and handling assessments have now been completed for residents, and there is a full risk assessment of the premises. The pre-inspection questionnaire provided evidence that Dene Court complies with health and safety legislation in relation to the maintenance of equipment, storage of hazardous substances, health and safety checks and risk assessments. All radiators are covered and windows above ground floor level are fitted with restrictors. The Fire Log book was well maintained, showing that fire equipment is now tested and checked at the required intervals. Staff confirmed that they receive regular training in fire precautions as well as Health and Safety. Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 24 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 2 2 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 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 2 X X X X 3 X 2 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 2 3 X 3 Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 25 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 OP29 Regulation 17 (3)(b) Requirement The registered person shall ensure that records specified in Schedule 4 are at all times available for inspection in the care home by any person authorised by the Commission to enter and inspect the care home. (This relates to staff files) Timescale for action 31/12/06 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 OP7 OP19 OP26 OP35 Good Practice Recommendations Obtain more social history including, hobbies and social interests for each of the residents Ensure that the home is adequately decorated and maintained Ensure that all areas of the home remain free from offensive odours at all times Ensure residents’ finances are accurately maintained Dene Court DS0000021924.V306700.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Unit D1 Linhay Business Park Ashburton TQ13 7UP 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 Dene Court DS0000021924.V306700.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!