Inspection on 17/10/06 for Driftwood House

This inspection was carried out on 17th October 2006.

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 there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

Other inspections for this house

Driftwood House 23/05/07

Driftwood House 06/03/07

Driftwood House 17/02/06

Driftwood House 09/09/05

Driftwood House 05/04/05

Driftwood House 01/12/04

Driftwood House 08/11/04

Similar services:

Claremont House

Oak Ridge

Sun Court Nursing Home

Ashville House

Bilney Hall

Hill Barn

Mabbs Hall Nursing Home

Henrietta House

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

CARE HOMES FOR OLDER PEOPLE Driftwood House Lynn Road Hunstanton Norfolk PE36 5HL Lead Inspector Ruth Hannent Key Unannounced 17th October 2006 10:00 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 Driftwood House DS0000027358.V316858.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. Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Driftwood House Address Lynn Road Hunstanton Norfolk PE36 5HL 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) 01485 532241 01485 535037 Mr Roy Alfred Kent Care Home 22 Category(ies) of Old age, not falling within any other category registration, with number (22) of places Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 17th February 2006 Brief Description of the Service: Driftwood House is situated in a residential area, close to the sea front and town centre of Hunstanton. Originally a hotel, the building occupies a corner site in attractive grounds with a large car park and was adapted by previous owners as a residential care home. The registration category is for older people and accommodation is available in 18 single and 2 double rooms. At present all 20 rooms are being used for single occupancy. Fees £300 - £350 Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The visit to this Home was to complete an inspection report that takes into account any events that have taken place since the last inspection in February 2006 and also record findings found on the day. Information prior to the inspection had been received that included a partly completed pre inspection questionnaire and 5 comment cards from residents and relatives. Records held within the Commission show no other correspondence had been received from the Home or by any other parties except for information regarding the ongoing building works. During the visit the Inspector was assisted by Mr and Mrs Kent the owners and the Manager Mrs Stephanie Durham. Throughout the day records were looked at that included care, maintenance, health and safety and personnel files. A tour of the building took place and many resident’s, some staff and a few family members were spoken to. The overall impression from this inspection is of a care home where the daily needs of service users are well met; however the overall judgement is much less positive because of poor management and administrative systems. What the service does well: The residents are happy and say they are well cared for by a group of staff who are very kind and supportive. This is also reflected in the comment cards received prior to the inspection visit. With the problems the Home has had with getting the building works completed, residents feel well informed and up to date with why the progress has been slow but now wish it were completed. The resident’s bedrooms are very personalised with many of the resident’s own items of furniture and ornaments that make the rooms look warm and inviting. The Home has quite a few areas that people can go to sit in that offer choice, for example where it may be quiet or where the radio is on or out in the sheltered courtyard to enjoy the birds in the aviary and the fish in the water feature. Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 6 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. Driftwood House DS0000027358.V316858.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 Driftwood House DS0000027358.V316858.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 adequate. This judgement has been made using available evidence including a visit to this service. The Home needs to improve the documenting on the pre assessments of potential residents. The Home does not offer intermediate care. EVIDENCE: The Home has a format that is taken and used when assessing a potential resident. One document completed had limited information on and needs to be extended with more detail as stated in standard 3 of the National Minimum Standards. The Home has not carried out an assessment since the beginning of the year as the last two people to be admitted arrived as an emergency and the only information given was by the professionals involved with these residents. (Requirement). Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 9 Both these residents were seen and spoken to during the visit. Both have now settled and are pleased to be living in Driftwood House. They feel the care is appropriate and they are well cared for. The Home does not offer an intermediate care service. Driftwood House DS0000027358.V316858.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 poor. This judgement has been made using available evidence including a visit to this service. The Home does not have clear care plan details that are set out for each individual. The health care needs are met but clearer documentation with outcomes achieved must be documented. Resident’s medication is handled safely and appropriately. Resident’s feel they are treated with respect and their privacy is upheld. EVIDENCE: The Home has very limited information on the old style standex card system. The two residents who had been in the Home since June had nothing recorded on their care plan. (Requirement). One other had very limited information Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 11 that did not give a picture of need. In fact the limit recordings gave a false picture as adhoc recordings were added as the weeks went by. No risk assessments, no health, personal and social care needs written and the only information on the individual was in the daily records that occasionally gave a picture of the individual. There is no information written so monthly reviews were not recorded. (Requirement). (Information on residents is passed by word of mouth and residents generally appeared happy and contented with the care offered). The health care needs of resident’s are met by the G.P’s and Community Nurses at the local practise in Hunstanton. The Manager works closely with the practise and the pharmacist to get the health care needs of residents met. As with the recordings in the care plans, there is very limited information on the health needs of residents, which again is often handed over by word of mouth. Recordings read in daily records had no outcomes for example one resident needed a blood test but no further recordings were available to say if the blood test had happened or the results of the test. (Recommendation) Again on talking to residents they felt the health support they received was good and on walking the Home it was noted that certain people had equipment and pressure relieving cushions to prevent pressure sores. The medication is provided by Boots and is in a monitored dosage system. The charts were all completed accurately and the trolley was locked to the wall and contained relevant medication. All but one set of eye drops had been dated on opening and were within the four weeks stated on the label. The Home has just received a proper controlled drugs book (previously they were using a receipt book) but at present no one has a controlled drug. The Manager also has a clear record of all the medication received and returned to the pharmacist. Throughout the day staff were observed and conversation overheard which was appropriate and any task carried out was done with choice and dignity. Doors were knocked upon before entry and residents appeared to interact well with all staff. Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home does offer some stimulation to residents but more effort is required to ensure it is what interests the individual. Residents do remain in contact with who-ever they so wish. Residents are assisted with choice and control over their lives. Residents are offered an appealing diet that is served in pleasing surroundings. EVIDENCE: As care plans do not hold information such as social history, special interests, religious beliefs and recreational interests the only information gleaned was in conversation with the resident’s. The front door and residents notice board did show the daily activity available and on walking the building it was noted residents reading the paper, knitting and listening to the radio. The Home offers stimulation with a lovely courtyard with a small aviary and a water Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 13 feature with fish. In the lounge is a pet budgie. One daily record talked of a gentleman who was interested in astronomy but no evidence of this being followed up by staff could be seen. People generally appeared content and those who were able took advantage of the stimulation surrounding them. (Recommendation) Throughout the day visitors were seen and spoken to who all felt welcomed and interacted with staff. One family member was offered a drink and another was taking their Mother out. Both stated they could visit at any time and it was noted how many visitors had come and gone in the visitors book at the front door. The Manager showed the bedrooms to the Inspector that housed many personal belongings making them individual and homely. Some residents handle their own affairs or are assisted by a Solicitor and family. (Evidence seen) The Home assists the residents who so wish, with their personal spending money. The meal on the day of the inspection was liver and bacon with cauliflower and potatoes. The menu’s are on display by the notice board and residents can have a choice if they prefer. The meal offered is discussed the day before so residents can be offered an alternative if they do not like the main choice. One resident chooses vegetarian foods, which she prefers and the Home discusses with this resident the choices available. Throughout the day plenty of drinks were available but choice was not evident. Only water was available at the dinner table and poured automatically in to the glasses and during the mid afternoon blackcurrant was given to everyone. (Recommendation) Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents and relatives are confident that their complaints will be listened to and acted upon. Residents are protected from abuse. EVIDENCE: The Home, or the commission, has not received any complaints and any small concerns are not recorded but dealt with as and if they occur. Three resident’s spoken to felt very able to say to both the owners and the Manager if they had any concerns or complaints. The Home has a complaints procedure and all three comment cards received from relatives and four comment cards from residents confirmed they know the procedure. The staff have now all undergone the training on abuse of vulnerable adults and certificates received at the training were seen with April 2006 dated. Residents spoken to all felt that the staff treated them appropriately and were always kind and courteous. Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 15 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, 24, 25 and 26 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Maintenance records under health and safety are in place but some of the environment areas need improving. Residents are happy with their own rooms. The Home needs to cover radiators to ensure safety in this area. The Home is clean, pleasant and hygienic. EVIDENCE: The handyman keeps current and accurate records of all equipment in the building. (Seen) The fire alarm is checked every week and recorded. Room Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 16 water temperatures are checked and legionella checks are carried out three monthly. The Home is tidy, safe and accessible for residents. The Home is undergoing major alterations at present, which is taking longer than expected and is causing some upset due to poor lighting in some areas. The building work should begin again shortly and residents are being kept well informed as to the progress. The communal areas for residents are bright and well furnished. Some corridors are in need of new carpets as the existing ones are are stretched and rumpled especially in the downstairs corridor. The paint on some windows in certain parts of the house is peeling and appear shabby. No timescale or planned dates are in place for the refurbishment and was a requirement on the last inspection.(Outstanding Requirement) All bedrooms seem were clean, fresh and personalised with resident’s own possessions. On talking to residents it was evident that like their rooms. The Home has no covers/guards on the radiators (Requirement) and also has no risk assessment in place while awaiting guards. (Requirement as listed in management section)) Although this has been mentioned previously and is part of the refurbishment plan should by now be in place and must be carried out as a matter of urgency. All areas that were seen throughout the Home are clean, residents clothing is clean and all areas were tidy. The bed linen has recently been contracted to an outside laundry company with only personal clothing now washed in house. There were no unpleasant odours detected and all bathrooms were clean and tidy. Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 17 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 adequate. This judgement has been made using available evidence including a visit to this service. Resident’s needs are met by the correct number of staff. The Home needs to increase the number of qualified staff. The Home needs to ensure all paperwork including current CRB’s are in place for all new staff to protect all residents by a thorough recruitment procedure. Staff are assisted with training but the Manager needs to ensure that essential training is not out of date or not completed at all. EVIDENCE: The rota’s were on the wall in the office with the correct number of people on duty as stated on the rota. The home appears to have enough staff on the working floor but duties are also carried out by the Manager that should be for senior or care staff. This means residents are cared for but management duties neglected. Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 18 The gaining of the NVQ qualification has not increased since the last inspection and is still held at 30 of staff as stated in the pre inspection questionnaire. This will be a (Repeated Requirement). The personnel files were looked at and held all relevant paperwork except the current CRB. All staff must have a CRB that is applied for by the Home. Existing ones from other employment must not be used. This was a misunderstanding by the Owner who must ensure all staff have a CRB that has been applied for once the person is deemed as suitable and not use past CRB’s. No new staff member should be offering care unsupervised until the CRB has been returned. (Requirement) Staff training and knowledge updates do take place with certificates seen and staff who were spoken confirmed the training and what knowledge has been gained. (Some areas of training missed have been recorded within the Management section of this report). Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 19 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 poor. This judgement has been made using available evidence including a visit to this service. Resident’s do live in a home that is managed by a competent person who has some areas of development to achieve. The home does not have a quality assurance system. Resident’s financial interests are safeguarded. Staff are not always supervised appropriately. The Home is not good at recording information to ensure the health, safety and welfare of resident’s is promoted. Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 20 EVIDENCE: The Manager has just completed her NVQ 4 in Management but has some units to complete to cover the care elements required. (Requirement) Within the personnel file are varying certificates of training that the Manager has undertaken to keep her knowledge up dated such as Team Leader training though some development areas still to be achieved were recognised through discussion such as the understanding of good supervision to enable better management of staff. (Recommendation) The Home does not have an effective quality assurance monitoring system in place to date. The residents do have meetings with the Manager but a full, continuous self monitoring tool that uses all people who have an interest in the Home is not in place and reviewed annually to ensure continuous development and improvement is always sought. (Requirement) The Home does have a system in place that ensures any personal residents money is managed appropriately and safely. Only small amounts are held in the safe and each resident has a record and receipts of all transactions that take place. All the records were seen and appeared to be correct. (The cash held in the safe was not counted on this occasion). The staff do not have the recommended six times a year supervision sessions. The understanding and relevance of these sessions need to be understood by Management and staff to ensure the value of these one to ones is clear. (Requirement) The evidence to ensure the Manager covers all aspects of Health and Safety to protect residents and staff was not always evident due to lack of records held. The training of staff is planned for some health and safety but it was noted that fire training is out of date (Feb 2004) and to date none is planned. Infection Control training has not been carried out and none to date has been planned. (Requirement) No risk assessments are in place for fire, building or residents. (Requirement) Induction training has been very minimal with one sheet of A4 used (although the home has now received the Skills for Care brochure and is reading through this document and hope to implement it shortly). (Recommendation) The Commission has not received any notification of any deaths, injuries requiring hospital admissions or serious incidents as stated in Regulation 37 of the Care Home Regulations 2001. With no record of any of these notifications received over the last two years. (Requirement) Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 21 Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 22 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 2 x x N/A HEALTH AND PERSONAL CARE Standard No Score 7 1 8 2 9 3 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 3 2 x x x x 3 2 3 STAFFING Standard No Score 27 3 28 2 29 2 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 x 2 x 3 2 x 1 Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? yes 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 OP19 Regulation 17(2) Requirement It is required that the home has a programme of routine maintenance, renewal of the fabric, and decoration of the premises with records kept. (Outstanding Requirement) It is required that the NVQ programme to continue. (Outstanding Requirement) It is required that all potential residents have a comprehensive assessment of need prior to admission to the Home It is required that all residents have a detailed care plan, reviewed regularly that ensures all health and welfare needs can be offered to the individual person It is required that clear information and outcomes are recorded within the care/health notes to promote proper provision and support on the health of residents. It is required that radiators throughout the building are DS0000027358.V316858.R01.S.doc Timescale for action 01/01/07 2. OP28 19 5 (b) 01/01/07 3. OP3 14.1 01/01/07 01/01/07 4 OP7 15.1 & 15.2 5 OP8 12.1 (a) 01/01/07 6 OP25 13.4 (c) 01/04/07 Driftwood House Version 5.2 Page 24 7 OP29 19.1 8 9 OP31 9.2 (i) 24 OP33 10 11 OP36 OP38 18.2 18.1 (a) 12 OP38 13.4 (a) 13 OP38 37 guarded to eliminate as far as possible the risk of injury to residents. It is required that all staff recruited have a new CRB application completed as stated in schedule 2 section 7 a. It is required that the Manager gains the care elements of the Management qualification It is required that the Home establish a method of measuring quality that is reviewed and aims to improve the quality of the service. It is required that staff are appropriately supervised It is required that all staff are offered all training/knowledge listed within this standard to ensure qualified staff can promote health, safety and welfare throughout their work. It is required that risk assessments should be in place for all parts of the Home to ensure residents have access to all areas that are practicably free from hazards. It is required that the manager informs the Commission without delay the occurrences of any deaths, accidents, injuries or events as listed within this regulation. 01/11/06 01/06/07 01/04/07 01/01/07 01/04/07 01/01/07 01/11/06 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 25 1 2 3 4 OP8 OP12 OP15 OP36 It is recommended that recording monitoring and outcomes are discussed with the health professionals so correct and current records can be maintained. It is recommended that all interests and life stories are gathered from residents and families to encourage and maintain lifestyles that are personal and individual. It is recommended that residents have the opportunity to choose what drinks they have at the table etc. It is recommended that some formal training on supervision is undertaken by senior staff to enable the full value of supervision sessions to be established within the Home. Driftwood House DS0000027358.V316858.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Norfolk Area Office 3rd Floor Cavell House St. Crispins Road Norwich NR3 1YF National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Driftwood House DS0000027358.V316858.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!