Inspection on 21/07/06 for Eldra Court

This inspection was carried out on 21st July 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 no outstanding requirements from the previous inspection report, but made 7 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Eldra Court 22/08/07

Eldra Court 29/11/06

Eldra Court 07/02/06

Similar services:

2 Perhaver Park

The Vicarage

St George`s

5 Seafield Road

Credence House

Radfords

Honeybourne House

32 Beaumont Way

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

CARE HOME ADULTS 18-65 Eldra Court Eldra Court Third Drive Landscore Road Teignmouth Devon TQ14 9JT Lead Inspector Sam Sly Unannounced Inspection 21st July 2006 09:30 Eldra Court DS0000064403.V289139.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 Eldra Court DS0000064403.V289139.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. Eldra Court DS0000064403.V289139.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Eldra Court Address 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) Eldra Court Third Drive Landscore Road Teignmouth Devon TQ14 9JT 01626 868124 01626 868127 Education & Care (Devon) Limited Mr Marcus Richard Lear Comyns Care Home 6 Category(ies) of Learning disability (6) registration, with number of places Eldra Court DS0000064403.V289139.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. Mr Marcus Comyns to complete NVQ 4 and the relevant Registered Manager Award components before September 30th 2007. The bedroom on the ground floor next to the lounge must have an ensuite bath/shower room installed after the named resident vacates, and before the next resident is admitted. 7th February 2006 Date of last inspection Brief Description of the Service: Eldra Court cares for up to six residents with a learning disability. The Owners also provide care for students with a learning disability at the three establishments that make up Oakwood College in Dawlish. The premises have disabled access and disabled toilet facilities on the ground floor. The ground floor comprises of a bedroom, lounge, a kitchen/diner leading outside onto a wide decked area, and the staff office/sleep-in room. The first floor is accessed by stairs and has a bathroom, four en-suite bedrooms and one bedroom without en-suite facilities. The house has parking to the front and enclosed gardens to the back. Eldra Court is within walking distance of the local shops and amenities, and only a short distance from bus and train routes. The weekly fee levels for Eldra Court are: £688.43 - £1561.62 Eldra Court DS0000064403.V289139.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The site visit was unannounced and took place during a weekday in July. The site visit included a tour of all the communal and outdoor areas, and those bedrooms residents allowed access to. Discussion took place with the families of one resident and another resident-to-be who is moving to Eldra Court in August. Three other residents were also talked with, and one observed. The staff on duty were all interviewed, and the acting manager Jarrad Kenny and a representative of the College Pat Dingle were present throughout the visit. The registered manager was not available during the visit so feedback was given to the responsible individual, Frank Loft. Three residents care was tracked which included talking to staff and examining records. Care, health and safety and staff records were also examined The Inspection process also included a review of contact the Commission has had with Eldra Court since the last key Inspection, comment cards from five staff, three relatives and three professionals and a Doctor. The Commission also received pre-visit information from the registered manager, which covered a range of systems within the Service. What the service does well: What has improved since the last inspection? A training and development plan for the whole staff team has been developed. Eldra Court DS0000064403.V289139.R01.S.doc Version 5.2 Page 6 What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. Eldra Court DS0000064403.V289139.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Eldra Court DS0000064403.V289139.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 2, 4 & 5 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Residents understanding about their rights and responsibilities, and their decision-making about moving to Eldra Court are reduced due to a lack of clear, specific information and procedures. EVIDENCE: There have been no new residents admitted to Eldra Court since the last Inspection, however, one new resident is moving in during August 2006, and was at Eldra Court with her family during the site visit. Discussion with the resident–to-be and her family found that they had been fully involved in the move, and had been given lots of opportunities to visit. They were painting her bedroom during the site visit to reflect the resident-to-be’s personality. The pre-assessment records for the resident-to-be could not be found, and as the registered manager was not available during the site visit, it was unclear whether a suitable format had been developed. Also, resident’s contracts could not be found, so it was unclear whether a format had yet been devised. An admissions procedure had been developed, but it was not specific to Eldra Court and did not detail the introductory process that took place. Eldra Court DS0000064403.V289139.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 & 9 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Decision-making is integral to resident’s lives at Eldra Court, however plans do not clearly identify how residents needs will be met. There are not sufficient records in place to ensure residents are clear about their finances. EVIDENCE: Three resident’s care planning files were examined, and discussion took place with the family of one of these residents. This family felt that although now improving, the needs of their relative had not been fully understood or met when they were admitted. However, now a multi-disciplinary approach was being taken which was helping. These views were similar to comments received by the resident’s care manager. All three files had some form of assessment, risk assessment and care plan, however each one did not cover the holistic needs of the residents, was not up to date and did not give clear instruction to staff on what action was required to meet residents needs. Residents had support from staff to manage their own finances, and were encouraged to do as much for themselves as possible. Some resident’s Eldra Court DS0000064403.V289139.R01.S.doc Version 5.2 Page 10 families were also involved in managing their finances. Records did not clearly show what benefits residents received, and there were no clear auditable accounts of resident’s money handled by staff. Cash was stored appropriately, but within the cash box was stored unspecified coinage and lots of receipts, and within the medication cabinet was stored lots more receipts. No policy or procedure was found for dealing with resident’s money. Residents meet weekly to make decisions about what they are going to do and are consulted on all aspects of the running of Eldra Court. A group meets regularly and ensures staff understands resident’s communication needs. Eldra Court DS0000064403.V289139.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14, 15, 16 & 17 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents lead active, interesting, stimulating lives at Eldra Court and in the wider community. Mealtimes are relaxed and meals are nutritious and enjoyed. EVIDENCE: Residents were out in the community shopping, attending a show and on trips during the site visit, with one resident going to their parent’s house for a holiday, and another already away at their parents. Resident’s lead very active lives participating in a range of educational and leisure activities that they have chosen. Annual holidays had either been taken, or were planned. Resident’s spoken with said they had lots to do and were always busy. During term time residents attend College courses and other activities are enjoyed such as riding, music, cooking, swimming, bowling, visiting friends, trips out, involvement in household chores and playing football. Residents use transport provided by the Owners, or they walked or use public transport. A picture based communication aide has been developed to give residents Eldra Court DS0000064403.V289139.R01.S.doc Version 5.2 Page 12 choices about what to do. The residents have recently taken on the care of some small animals. Residents have lots of contact with their families, with many of them still taking long holidays at their parents houses, as they did when still at College. When at Eldra Court residents said they keep in contact with families by phone and by e-mail and web-cam. Three relatives sent the Commission comment cards. All reported that they are made welcome at Eldra Court, that they are kept informed and aware of the complaints procedure. One relative reported that things are ‘starting to settle down and slowly improve’ after some initial problems for their relative. Another reported that their relative ‘is extremely happy at Eldra. [Their] behaviour has improved and [they] look at Eldra as [their] second home’. Residents have single bedrooms, with keys provided; some residents use these keys others do not. Throughout the visit staff were observed to be interacting at all times with residents, and were accessible and approachable. Meals are planned, shopped for and prepared with the involvement of the residents, and residents said they enjoyed the food at Eldra Court. One residents dietary needs are being monitored as part of their care plan. Eldra Court DS0000064403.V289139.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 & 20 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Resident’s personal and healthcare needs are met, and staff administer medication safely. EVIDENCE: Residents spoken with said staff are helpful when they need to go to the dentist and doctor or when they are unhappy. Residents also said they are happy with the way they are supported to look after their money, bathe, and have their medication administered. The staff are working closely with the local Learning disabilities team with regard to one resident, and the family of this resident said this joint approach was showing benefits for the resident. All residents are registered with a local GP practice, and comments returned from the practice showed that their Doctor had no concerns about the care provided. Resident’s medication is received, stored, administered, and returns made to the Pharmacy appropriately. All staff administering medication are suitably trained and one staff member is in charge of overseeing the medication procedures. Residents have given their consent to having medication Eldra Court DS0000064403.V289139.R01.S.doc Version 5.2 Page 14 administered by staff, however the risk assessment process recording this decision-making process is not sufficiently detailed. Eldra Court DS0000064403.V289139.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 22 & 23 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Staff listen to residents concerns and act on them. Residents will be better protected when all staff have sufficient adult protection training. EVIDENCE: Residents are given opportunities to express concerns and discuss issues with staff during meetings and on a 1:1 basis. Residents were also seen to approach staff and enter the registered manager’s office during the site visit to seek support. At the previous Inspection a written complaints procedure including a symbolised version was seen, however, it could not be found at this visit, and no complaints information was visible in the Home. An adult protection policy had been developed at the last inspection, but required some additional information, and the registered manager was going to attend training. The Alerter’s Guidance had also been available. At this visit the Alerter’s Guidance could not be found, although Adult Protection Guidance was available. Two staff interviewed had received adult protection training, could identify what constituted abuse and knew the procedure for reporting abuse. One member of staff did not know where the adult protection policy was and had not received any adult protection training, or induction training despite having been employed for ten months. Pat Dingle said half the staff team had received training and the other half were booked to attend. Eldra Court DS0000064403.V289139.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 24 & 30 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Eldra Court is homely, well maintained and furnished and comfortable, however to remain clean and hygienic staff must have the necessary training and cleaning systems must be in place. EVIDENCE: The environment at Eldra Court was bright, homely, well maintained and newly furnished. Each resident had their own personalised single bedroom and four residents had their own en-suite facilities. The first floor has ramped access and a toilet accessible to a wheelchair user with one bedroom on the first floor. Neither the Environmental Health Department nor the Fire Service had research-visited since the Home was registered in September 2005. Staff said maintenance issues are dealt with reasonably quickly but the maintenance plan could not be found during the site visit. A regular risk assessment of the building is taking place. Laundry facilities are sufficient to protect from cross-infection. Pat Dingle said food hygiene training is booked for all staff as they are all involved in preparing food. At the last Inspection it had been recommended that a cleaning programme be put in place to ensure the kitchen received a regular deep clean. This had not happened, and the top Eldra Court DS0000064403.V289139.R01.S.doc Version 5.2 Page 17 of the fridge had a layer of dust. A meat probe had been purchased as recommended, but no records were being kept of its use. Eldra Court DS0000064403.V289139.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 33, 34, 35 & 36 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. A fit, competent staff team support residents, however to maintain this there must be regular supervision, support and training. EVIDENCE: Rotas and staff discussion provided evidence that although the Home struggles with recruitment at times; sufficient staff are on duty to meet the needs of residents. Staff interviewed at the site visit were enthusiastic, motivated, interested and approachable. Two of the staff had been employed for many years by the Owners and over this time had received a range of training, however one staff member who had been employed for ten months had received very little training (medication and fire safety) or support and no induction or adult protection training. None of the staff interviewed had received regular supervision or attended regular staff meetings, until two weeks previously when an acting manager had started at Eldra Court. Four staff files were examined and found to include records of training and development, terms and conditions, an application form, 2 written references, POVA First checks (for newer staff), CRB checks; although one had not been sent for mistakenly. There was no written format to record staff interviews. Eldra Court DS0000064403.V289139.R01.S.doc Version 5.2 Page 19 Eldra Court DS0000064403.V289139.R01.S.doc Version 5.2 Page 20 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39, 40 & 42 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Currently, Eldra Court is not managed to an entirely satisfactory level and is without a robust quality assurance system to monitor and improve the service. EVIDENCE: There is evidence from staff comments, discussion with relatives and those present, and the findings of the site visit that the registered manager is not presently coping with his role and responsibilities. Comments were: ‘I always fell I can freely speak to managerial staff but as yet have not received any actual supervision’. ‘Due to staff shortages there are very little gaps for admin time’. ‘I feel there is not enough ‘praise’ given to staff from the manager and within the staff members themselves.’ ‘I feel at times my manager tends to be a bit too soft when it comes to certain issues concerning either staff approach or service users’. It was felt that the manager should: ‘teach staff to work as a team, give praise when praise is due and encourage new ideas to make a happy care home!’ The staff, although committed to the welfare of residents, are not always working together as a team under strong leadership, and the Eldra Court DS0000064403.V289139.R01.S.doc Version 5.2 Page 21 registered manager had not provided formal supervision to some staff, or held a team meeting for a considerable time. Some staff feel that new ideas are not always positively received, that some staffing issues are not dealt with using authority, and at times they feel under-valued. A number of requirements made at the last CSCI Inspection have not been met. An acting manager has been employed, whilst the registered manager has been away for two weeks and some of the issues are beginning to be worked on. As at the last Inspection Eldra Court had some quality monitoring procedures in place, but the registered manager and responsible individual had not yet developed a Quality Assurance system that both monitored and improved the services provided to residents. The registered provider was not yet monitoring Eldra Court on a monthly basis as is required. Despite a recommendation at the last Inspection there is still not a comprehensive range of policies and procedures, and some of those policies examined were not specific or relevant to Eldra Court. Staff training had been audited and a training plan including health and safety training written. Staff are awaiting some health and safety training, and other courses are being arranged. The required fire checks are taking place, and incidents and accidents are reported appropriately. Eldra Court DS0000064403.V289139.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 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 X 2 2 3 X 4 2 5 2 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 2 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 2 STAFFING Standard No Score 31 X 32 3 33 3 34 3 35 2 36 2 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 3 13 3 14 3 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 2 X 2 2 X 3 X Eldra Court DS0000064403.V289139.R01.S.doc Version 5.2 Page 23 No Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard YA2 Regulation 14 Requirement Eldra Court must have an assessment format and procedure (Timescale 10/7/06 – not met) Each resident must have a detailed care plan (Timescale 10/03/06 – not met) Each resident must have a detailed risk assessment (Timescale 10/03/06 – not met) All staff must have sufficient Adult Protection knowledge and training. There must be an environmental cleaning programme in place. The registered manager must demonstrate managerial competence and skill. Eldra Court must have a quality assurance system (Timescale 10/06/06 – not met) Timescale for action 01/10/06 2. YA6 15 01/10/06 3. YA9 13(4) 01/10/06 4. 5. 6. 7. YA23 YA30 YA37 YA39 13(6) 13(3) 9 24 01/10/06 01/10/06 01/12/06 01/10/06 Eldra Court DS0000064403.V289139.R01.S.doc Version 5.2 Page 24 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 YA4 YA5 YA7 YA23 YA12 YA7 Good Practice Recommendations Eldra Court should have a comprehensive admissions procedure specific to the Home. Each resident should have a signed and agreed contract. Each resident should have clear auditable accounts of their finances, with information available of what benefits they are receiving. Eldra Court should have a policy about residents finances including detailing what support staff will offer, that agreement will be obtained from the resident or their representative, and how records will be kept. Self-administration of medication should be promoted. If staff administer medication a risk assessment should detail the reasons why. Eldra Court’s complaints procedure should be accessible and understood by residents. Records should be kept of when the food probe is used and the temperature of the food. There should be an interview format for recording decision-making about employment. All staff should have an induction soon after employment and suitable training and support throughout their first year and beyond. Regular staff supervision should take place. All the required policies and procedures should be in place. These policies and procedures should be specific to Eldra Court. A file should be kept in the home of all the health and safety checks that take place regularly. The registered manager should inform the Commission of incidents, which have a detrimental effect on residents. Eldra Court DS0000064403.V289139.R01.S.doc Version 5.2 Page 25 5. 6. 7. 8. 9. 10. 11. YA20 YA22 YA30 YA34 YA35 YA36 YA40 12. YA42 Eldra Court DS0000064403.V289139.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Ashburton Office Unit D1 Linhay Business Park Ashburton TQ13 7UP National Enquiry Line: 0845 015 0120 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 Eldra Court DS0000064403.V289139.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. 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