Inspection on 02/03/07 for Dove House

This inspection was carried out on 2nd March 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. 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 found no outstanding requirements from the previous inspection report, but made 1 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

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

CARE HOME ADULTS 18-65 Dove House Brewells Lane Rake Hampshire GU33 7HZ Lead Inspector Laurie Stride Unannounced Inspection 2nd March 2007 09:45 Dove House DS0000068501.V329089.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 Dove House DS0000068501.V329089.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. Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Dove House Address Brewells Lane Rake Hampshire GU33 7HZ 01730 894841 01730 894841 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) Omega Elifar Ltd Mrs Brenda Smith Care Home 10 Category(ies) of Learning disability (10) registration, with number of places Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection N/A Brief Description of the Service: Dove House is a residential care home providing personal care and support for up to ten young adults with a learning disability. The home is located in a semi rural area between the towns of Liphook and Petersfield. Accommodation is provided in ten single rooms equipped with en suite facilities. Current fees start from £1,250.00 per week. Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced visit was undertaken as part of the homes first key inspection since it was registered and lasted approximately seven hours. The staff on duty and the community services manager for the organisation assisted the two inspectors during the visit. Service users were unable to communicate verbally or through postal surveys their views on the service they receive. The inspectors were able to observe staff interacting with service users, speak with the staff on duty and obtain others views through postal questionnaires. Evidence for the inspection was also obtained through reading samples of the home’s records and viewing the premises. The registered manager had also completed a pre-inspection questionnaire. What the service does well: 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 be made available in other formats on request. Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 6 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 Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 7 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): 1, 2 & 5 Quality in this outcome area is good Prospective service users and their representatives have the information they need to choose a home that will meet their needs. The home has admission and ongoing assessment procedures that involve the service user and their representatives. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home has a statement of purpose and a service user guide in place. Detailed information is contained in each of these documents and the service user’s guide is enhanced with pictures and symbols. The community services manager said that service user contracts are in the process of being revised and renewed. The service was registered in October 2006 and copies of the existing contracts were not on file. Written terms and conditions for service users will demonstrate that service users rights are protected. The three service users were admitted to the home while it was under previous service providers. All three had records of the initial needs assessment carried out by the previous service, although copies of the care managers’ assessments had not been obtained at that time. There were records, however, of transition meetings and care manager reviews conducted 3 Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 8 months after admission in each case and within the new ownership. There was also evidence of the involvement of a service user’s relative in an assessment review. A clinical psychiatrists’ report was on file for another service user. A physiotherapy report was in another’s file. The registered manager had also been in post when employed by the previous service providers. A record of an assessment review for one service user highlighted an issue regarding funding of one-to-one staffing. The registered manager had stated that she thought this service user remained injury free mainly due to the home providing one-to-one staff support. Increased funding had been requested at this meeting in order for staff to continue to be able to provide such support. The community services manager confirmed that the increased funding has not been forthcoming. Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 9 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): 6, 7 & 9 Quality in this outcome area is adequate Service users are supported to make their choices known, but the promotion of each person’s choice and independence is dependent on staffing levels that do not currently reflect the assessed and agreed needs of service users in the home. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The inspectors saw that each service user has a combined care plan and risk assessment covering a wide range of subjects including personal care, activities, health and support with behaviour that challenges the service. Although there was some evidence in the files that care plans were evaluated on a monthly basis with wider reviews at three monthly intervals, not all sections of the care plans were up-to-date and accurate. One service user’s plan stated that bed rails were used at night and soft mats were placed beside the bed. When the inspectors inquired further into this, staff and the community services manager reported that this strategy was no longer used. Another service user’s personal profile stated the person lived at another home Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 10 within the organisation. The community services manager said that the registered manager was working through and updating the files. Staff write daily records relating to service users’ activities, health and support needs, mood and behaviour. There were several instances where care plans indicated the need for one-to-one or two-to-one staff support for individuals, for example when mobilizing, taking a bath or using the toilet, and in relation to epilepsy and to specific behaviour. However the current staffing levels could not meet these individual needs consistently and reliably. This was also evident by looking at the staff rota and speaking with staff. From the home’s records, comments received through postal survey and discussion with members of staff, it was evident there are safety issues in relation to two staff not being able to provide personal support at the same time to three services users. Service users also need mental stimulation and staffing levels do not allow uninterrupted time with service users. Service users care plans state that goals will be measured by service user feedback. There was nothing in the care plans to show how or when this was done (see also section on Conduct and Management of the Home). Service users are supported to take part in decision-making, as evidenced through regular meetings with staff, but the promotion of each person’s choice and independence was limited through the existing staffing levels. Dove House DS0000068501.V329089.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): 12, 13, 15, 16 & 17 Quality in this outcome area is adequate Service users benefit from having structured programmes of activities but this is compromised by the current staffing levels within the home. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Service users’ care plans include a structured activities programme that includes, for example, swimming, reflexology, board games, art, gym, drama at a community centre, personal shopping, support with daily tasks and routines, weekends away and lunch out every week. One service users’ care plan for promoting independence gave a list of things s/he likes to do. Such as putting away his/her own washing, choosing clothes for the day, going to the kitchen and choosing tasters and being supported to prepare it, cleaning his/her bedroom, making sure his/her bag has all it needs before s/he goes out, support with doing the washing up, support with doing his/her own laundry. Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 12 However, the daily evaluation records for the period 11/02/07 to 28/02/07 showed that the only activities offered to this person were: Asked to sit on the sofa, Asked if wanted a bath, Asked if wanted to come into the lounge, Asked which video to watch. The one exception to this was on 13/02/07 when the service user was asked if s/he wanted to assist with the food shopping. Comments from staff reported that due to staffing levels there is an potential lack of choice at times regarding activities for service users. Activities on offer include all three service users going out on a Monday with two staff support and a driver. However if a service user decided not to go then this would stop the activity happening. The community services manager said that to date this had not occurred. Five staff members responded to postal surveys and three others were spoken with during the visit. Asked what one thing they would change to improve the home, a number of staff said more staff are needed. Some said current staffing levels have an effect on service user activities, such as being able to go for a walk, particularly at weekends and when the manager is not on duty. Asked if the home does anything really well, one said the home offers good external activities. The community services manager and staff also said that there are regular times when additional staff are used to enable activities to take place. However this was not evident on the staff rota. The provider has subsequently sent copies of up-dated rotas to the Commission for Social Care Inspection, showing when additional staff members are available to support service users’ activities. Staff members confirmed that two service users go to visit their relatives on alternate Fridays. Additional staffing is provided for this to happen. One service user regularly has visits and goes out with relatives. Staff felt that one service user has been integrating much better in the home and the community and that his/her choices have improved because of this and s/he now goes out once a week. The home has a varied four-week menu that gives service users a choice of breakfast and what to have for lunch. There was a food menu in picture format in the lounge showing that fish, chips and beans was being served for dinner. Care plans showed that two of the service users require staff support when eating and drinking. Dove House DS0000068501.V329089.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): 18, 19 & 20 Quality in this outcome area is adequate The principles of respect and dignity are put into practice, however the number of staff available does not ensure that service users consistently receive the personal support they require. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Service users care plans contained guidelines for staff giving support with personal care, including details about individual choices and preferences. Day and night personal care evaluation records were on file. One service users’ plan contained photographs showing the correct position this person should be sitting when using a wheelchair. Staff were observed talking to service users in a calm and friendly manner. All staff members who responded to postal surveys or were spoken with said that they received training to help them understand how to work safely and respectfully with service users. All three service users require high levels of personal support. Care plans indicated that one-to-one and two-to-one staff support is often required when Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 14 assisting people to eat, wash, dress and use the toilet. Monitoring is also required in relation to the risk of a service user suffering an epileptic seizure. There were two staff on duty at the time of the visit and the rota showed that this was usual practice. As identified in a previous section, this level of staffing is not sufficient to ensure service users receive the support they require in a consistent, reliable and safe way. Records in the home showed that service users have access to and receive support from external healthcare professionals. The home has a written medication policy and the inspectors saw that this included all the necessary information. The home does not hold any controlled drugs. None of the service users are able to manage their own medication. There are suitable facilities for storing medication. A sample of the administration records was seen and these had been filled in correctly and were up to date. A service users’ medication care plan described the staff support given to this person as holding the hand of the service user and reassuring them while another staff member administers the medication through a Percutaneous Endoscopic Gastrostomy (P.E.G) tube. This is due to inability of the service user to control their movements. A member of staff clarified that this is not literally what is done and staff position their arms so that the service user can move his/her arms and hands without hitting his/herself or others. The care plan needs to be more specific about this. Dove House DS0000068501.V329089.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): 22 & 23 Quality in this outcome area is good Service users and their representatives have access to a suitable complaints procedure and service users are protected from abuse. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home has a suitable complaints policy and written procedure, which includes the contact details for the Commission of Social Care Inspection (CSCI) and is detailed in the homes Statement of Purpose & Service User Guide. The registered manager had notified CSCI of a concern and the home’s response. The community services manager reported that the home had received no complaints since the service was registered. Staff who returned postal survey questionnaires said they would record and report a complaint made by a service user. The home also has a copy of the local authority adult protection procedures. Staff who returned postal survey questionnaires said that if they witnessed bad or inappropriate practice they would report it to the manager. A member of staff who was spoken with demonstrated knowledge of recording and reporting in line with the procedure. Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 16 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): 24 & 30 Quality in this outcome area is good Service users benefit from a comfortable, safe and spacious home, which has been decorated and equipped to a high standard. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home is located in a semi rural area between the towns of Liphook and Petersfield. The communal areas were bright and cheerful and ornaments, pictures and decorations were in place to make a homely environment. The home was very clean and tidy and there were no unpleasant smells. The home was very relaxed and service users were seen to be settled and comfortable. A service users bedroom was seen and this had been personalised by the occupant. All service users’ bedrooms are equipped with en suite facilities. Hold-back/release devises were fitted to fire doors so as to enable service users easy access to communal areas. A bath had been modified to allow a hoist to be used. The kitchen is fitted with a height adjustable table to enable service users to take part in preparing meals. There is a laundry room in the basement, which staff use, and another accessible to service users. The Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 17 community services manager said that none of the service users currently choose to do their own laundry with support from staff. Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 18 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): 32, 33, 34, 35 & 36 Quality in this outcome area is adequate Staff are trained and a thorough staff recruitment process is in place to promote service users safety. However, the staffing levels within the home do not demonstrate that service user’s needs are consistently met. This judgement has been made using available evidence including a visit to this service. EVIDENCE: From comments received from postal survey and discussion during the visit, staff appeared positive, confident and motivated. The only concerns were the levels of staffing and also the inflexibility and long hours this created. Staff work twelve-hour shifts and it is not always possible for them to take proper breaks when there are only two staff in the building. One staff member thought that the long days did provide time to do things with service users. Another acknowledged that there was not a need for three staff members throughout the day, and felt that generally it was a ‘good caring company’. It was evident that there were, however, times when two or three service users had no choice but to be in the same space in order for staff to be able to respond to and supervise all service users. The inspectors examined the rota and spoke to the community services manager and staff about the current levels of staffing in the home. An Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 19 immediate requirement was made that the service provider must ensure that care staff levels in the home are increased to ensure that all service users personal, health and social needs are met in a safe way at all times. The service provider responded in writing after the visit, stating a commitment to ensuring service user’s personal, health and social needs are met in a safe manner at all times. Staff members who returned postal survey questionnaires stated they filled in an application form, had a job interview, provided a recent photograph for the home to check their identity and completed a ‘disclosure’ re: criminal offences. The home had informed them that they required a CRB check. A sample of four staff personnel files was seen, including three staff recruited since the new service provider took over. The records confirmed that each employee had completed a job application form and health declaration. Also on file were the original interview notes, two written references, proof of Criminal Records Bureau (CRB) and Protection of Vulnerable Adults (POVA) checks. There were also records of induction, supervision and training. New staff members are supernumerary for the first few shifts and complete an induction workbook with their supervisor. The workbook includes health and safety issues and whistle blowing procedure. The community services manager said the organisation was looking into the Skills for Care and Learning Disability Award Framework standards. Each new staff member has a sixmonth probationary period. Staff said they had regular supervision with the manager and records confirmed formal supervision took place approximately every one to two months. Supervisor and supervisee agree a supervision contract and regular agenda items include discussion of the home’s philosophy of care, service user support issues, training and development. Records of training undertaken by staff included health and safety, first aid, food hygiene, medication, epilepsy medication, infection control, Percutaneous Endoscopic Gastrostomy (PEG) training and POVA. Staff also confirmed they had training in Non-Abusive Psychological and Physical Intervention (NAPPI), which is accredited by the British Institute for Learning Disability (BILD). A staff member said there were no actual restraints needed. She felt staff are able to look for early signs of service users becoming agitated and improve the situation through effective communication. The community services manager reported that staff moving and handling training updates were now overdue and had to be re-booked, this was due to unexpected circumstances. A member of staff confirmed that this training was being lined up. Staff spoken with were positive about the training provided, one said they would like more training related specifically to learning disabilities. Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 20 The community services manager said that the providers pay the college fees for staff undertaking NVQ training and two staff were enrolled and another already had an NVQ3. All staff members who returned postal survey questionnaires confirmed that they received induction training, and most indicated that the home provides funding and time for them to receive other relevant training. Dove House DS0000068501.V329089.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): 37, 39, 40 & 42 Quality in this outcome area is adequate The home is generally well run and able to meet its stated purpose, but staffing levels need to be maintained in order for service users welfare and best interests to be safeguarded. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The community services manager confirmed that the registered manager, who was not on duty, had completed the NVQ level 4 Registered Manager Award (RMA). The organisation has policies and procedures in place to promote the smooth running of the service and safeguard service user’s rights and best interests. However, the management needs to ensure that staffing numbers in the home are maintained at suitable levels to meet all service users’ needs at all times. Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 22 As mentioned previously, service users care plans state that goals will be measured by service user feedback. There was nothing in the care plans to show how or when this was done. Records were seen of service user meetings facilitated by staff. The minutes showed food and activities being discussed and communication books and picture cards being used. There had also been a discussion about a service user moving into another bedroom. A wide selection of staff had attended these meetings and a service users’ relative had also attended. The community services manager reported that quality assurance questionnaires have been sent out to service users and relatives, but that there were no returns currently available. A development plan for the service was reported to be at another office. Records of monthly regulation 26 visits were on file. Records of the maintenance of fire safety equipment and portable electrical appliance testing were on file. The homes fire extinguishers were checked on 12/12/06. Staff receive training updates in health and safety matters. Dove House DS0000068501.V329089.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 2 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 2 34 3 35 3 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 2 2 X 2 X LIFESTYLES Standard No Score 11 X 12 2 13 2 14 X 15 3 16 2 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 2 2 3 X 2 X 3 3 X 2 X Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 24 N/A 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. Standard YA33 Regulation 18(1)(a) Requirement You must ensure that care staff levels in the home are increased to ensure that all service users personal, health and social needs are met in a safe way at all times. Timescale for action 02/03/07 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW 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 Dove House DS0000068501.V329089.R01.S.doc Version 5.2 Page 26 - 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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