Inspection on 09/12/08 for Engleburn

This inspection was carried out on 9th December 2008.

CSCI found this care home to be providing an Good service.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Engleburn 12/03/07

Engleburn 25/01/06

Engleburn 01/09/05

Engleburn 22/12/04

Engleburn 11/08/04

Engleburn 26/01/04

Similar services:

St Vincents

The Cotswold Home

Newbeech House

Winton House

Rush Court

Hillyfield Rest Home

The Maypole Nursing Centre

The Briars

Extracts from inspection reports are licensed from CQC, this page was updated on 06/02/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Engleburn Milford Road Barton-on-Sea Hampshire BH25 5PN     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Patricia Trim     Date: 0 9 1 2 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 29 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 29 Information about the care home Name of care home: Address: Engleburn Milford Road Barton-on-Sea Hampshire BH25 5PN 01425610865 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Tracey Dawn Holland Type of registration: Number of places registered: Mrs Maureen Thompson care home 76 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: 1. The registered person may provide the following category/ies of service only: Care home only - Code (PC) to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code (OP) and Dementia - Code (DE). 2. The maximum number of service users who can be accommodated is: 76. Date of last inspection Brief description of the care home Engleburn is a large detached property set in its own grounds about a quarter of a mile from the centre of New Milton. It is registered to provide care to older people or people who have dementia. The home has recently undergone a major redevelopment and now comprises two separate units. Engleburn 1 has 32 single rooms and 3 shared rooms. Accommodation is provided on two floors, with a large lounge on the ground floor, separated in different areas, including an activities area. There is a large dining Care Homes for Older People Page 4 of 29 Over 65 31 31 0 0 Brief description of the care home room and two seating areas, providing quieter places to sit. There is a landscaped garden, accessed from ground floor bedrooms and patio doors from the main corridors. Foxholes has 37 single rooms and provides a more sheltered environment for people with dementia. It has been designed to specifically meet their needs and has its own enclosed garden, reached by ramped exits from the ground floor. The current range of fees is social services current rate to 700 pounds sterling per week. Services not included in the fee are chiropody, hairdressing, dry cleaning and transport to appointments. Care Homes for Older People Page 5 of 29 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The information used to write this report was obtained in the following ways. We looked to see if we had received any complaints about the home and saw that we had not. We also looked at any information the home had given us about what might have happened since we visited. We used some of the information the provider gave us about the home in a form called the Annual Quality Assurance Assessment (AQAA). This is a form the home has to fill out every year to tell us what they are doing to make sure the home gives the people who have used the service the care that they want. Care Homes for Older People Page 6 of 29 We also used information we received from surveys. We sent surveys to nine people who use the service to ask what they thought about it and two surveys to health care professionals. A six and a half hour visit was made to the home by one inspector to carry out a key unannounced inspection. During the visit time was spent talking with six of the people who use the service to get their views about it. Some people in the home have limited verbal communication, so time was also spent observing staff practice and the interactions between people who use the service and staff. There was also an opportunity to get the views of four members of staff who worked in the home. Time was also spent discussing the providers plans for the home and looking at the environment. A random selection of documents was viewed. Four people who use the service were case tracked. This means their records were looked at to see how the provider identified their needs and made sure they were met. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 29 Care Homes for Older People Page 9 of 29 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 29 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service have the information they need to enable them to make an informed choice about whether to move in. A comprehensive pre admission assessment is completed that ensures people who use the service will only be offered a place if their identified needs can be met. However, this assessment needs to be completed for every person, if people who use the service are to be confident the service can meet their needs. Evidence: Feedback from three people who use the service showed they thought they were given enough information about the service before moving in. The statement of purpose and service users guide have been amended to reflect the recent changes made to the home. The AQAA stated that a pre admission assessment was completed for everyone Care Homes for Older People Page 11 of 29 Evidence: wishing to move into the home, to establish what help they needed. The files for four people who had recently moved into the home were viewed. Three of these had assessments completed, that identified what the person was able to do, as well as any areas of concern. The fourth person did not have an assessment. The head of care for the unit said she had visited the person to discuss their needs and to identify whether the service could meet them, but had not written the assessment. This was due to an oversight as the new unit was being set up. She agreed to make sure the assessment was written and added to the file, so changing needs could be monitored. Care Homes for Older People Page 12 of 29 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The information in care plans for people able to express their wishes is sufficient to enable staff to consistently provide personal care in the way the person likes to receive it and that protects their rights to privacy and dignity. The care plans for people who are not able to express their wishes do not contain sufficient information for staff to be able to consistently give them their care in the way they wish to receive it. Health care needs are monitored so people who use the service are able to see health care professionals when there is cause for concern. Staff have the training and information they need to manage medication safely, but the current practice of secondary dispensing needs to stop if people are to be protected against the risk of error. Evidence: People who use the service felt staff were responsive to their needs and gave support in a way that respected their privacy and dignity. People commented that they always come when I need them and that staff are very kind. One health care professional Care Homes for Older People Page 13 of 29 Evidence: commented that person centred care is very evident. Each person had a care plan that described what help they needed with personal care. For example, one identified that the person was able to dress independently, but sometimes needed to be reminded to change their clothes. The plans seen were quite brief, but sufficient for people who could express their needs. However, they could contain insufficient guidance for staff to be able to support people who were not able to express their needs. The registered manager and heads of care said they planned to develop a more comprehensive format. People who use the service said they were able to see health care professionals such as doctors and chiropodists when they needed. Records showed the service worked well with health care professionals to meet peoples needs and made appropriate referrals. People are supported to visit health services such as dentists or may have visits arranged at the home. One member of staff is responsible for ordering and checking medication from the local pharmacist. Medication is supplied in a monitored dosage system and delivered to the home on a monthly basis. The pharmacist takes back any unused medication and signs a record to confirm receipt. The current storage facility is being replaced. The need to provide a suitable storage facility for controlled drugs was discussed and the provider agreed to refer to the current guidance and to purchase a cupboard that complied with it. Staff were observed giving out the lunchtime medication and following best practice guidance. They confirmed only staff who had received training were permitted to administer medication and they had a policy and procedure to follow. Night staff currently dispense the morning medication from the monitored dosage system or bottles into named lidded pots during the night. They are then taken to each person and the record signed as the medication is given to each individual during the morning. Although the provider said the person who dispenses the medication is the same person who gives it , this practice is now considered outdated and unsafe and is not in line with best practice as described in The Administration and Control of Medicines in Care Homes and Childrens Services, produced by The Royal Pharmaceutical Society of Great Britain. This practice was also described as frequently associated with medication errors in a report by the Department of Health, Building a safer NHS for patients. Care Homes for Older People Page 14 of 29 Evidence: This was discussed with the provider, registered manager and heads of care, who gave a verbal undertaking to stop this practice. The service users guide tells people about the philosophy of the home and their rights to privacy and dignity. People who use the service said staff treated them with respect and staff were observed discreetly giving assistance at the persons own pace. They were seen knocking on doors and waiting for permission to enter. Care Homes for Older People Page 15 of 29 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service are able to make choices about how they spend their time. They are offered a wide range of activities that provide mental stimulation and that they enjoy. The meals offered are well balanced and provide a varied choice that people who use the service like. Evidence: People who live in the Engleburn unit said they felt able to make choices about how they spent their time. Some liked to stay in their rooms, whilst others enjoyed socialising in the lounges and dining room. One person said he liked to go for a rest after lunch, but came back to the lounge to see everyone later in the day. Activities provided included a weekly visit by Pet Therapy, movement to music, regular visits by entertainers and a quarterly show provided by the Friendly Dog club. A recent improvement to the home has been the provision of a hairdressing salon and a hairdresser visits the home on a weekly basis. The home has a small library and is visited regularly by the mobile library service. A member of the local Church visits monthly to hold a service and the church choir Care Homes for Older People Page 16 of 29 Evidence: also visits monthly. Staff also provide activities as part of their care role and offer manicures, card games, quizzes and board games, as well as spending time chatting with people. The AQAA recorded that the home employs three dedicated activities co-ordinators. One of these was seen working with the people who live in the Foxholes unit, making Christmas decorations. The head of care for this unit said the plan was to provide similar activities as those offered to everyone else, but in a more structured way in smaller groups or with 1 to 1 support. Records showed that the people on the unit had a daily exercise class and activities to provide mental stimulation. The unit had a quiet room with audio visual equipment to give people the opportunity to sit quietly and relax. Visitors were seen being made welcome to the home and those spoken with said they enjoyed visiting. The Engleburn unit has a small kitchen area where visitors are able to make drinks. The service users guide tells them they are welcome at any time, but states that people who use the service have the right to refuse to see someone. Visitors to the Foxholes Unit are required to ring for entry and exit to ensure the people who live there are kept safe. A new kitchen has been built as part of the extension and this supplies all meals to both units. People who use the service said they liked the meals provided and thought they were offered a good choice. People were seen having breakfast throughout the morning, some in their rooms and some in the dining rooms. They are able to choose a cooked breakfast if they want one. The main meal offers a choice of two or three alternatives, including a vegetarian option. Puddings are homemade and there are homemade cakes for afternoon tea. People who use the service were seen being offered drinks and snacks throughout the day. Specialist diets are catered for and, wherever possible, people are able to have the same options as everyone else. For example, individual puddings are made with sugar substitute so people with diabetes may have them. Staff were observed helping people who were unable to feed themselves in a warm, supportive and relaxed manner. People who need this assistance have their meals in the lounge on Foxholes, to enable them to be assisted in a calm, quiet environment where they will not be distracted. Care Homes for Older People Page 17 of 29 Care Homes for Older People Page 18 of 29 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service have the information they need to make complaints and are confident the management of the service will investigate and take action about any issues they may have. Staff have the information and training they need to enable them to identify and report any safeguarding concerns. Evidence: Feedback from 3 surveys, completed by people who use the service, and from those spoken with during the visit, showed they knew how to make complaints and were confident they would be listened to. Information about the complaints procedure is included in the statement of purpose and the service users guide. People who use the service have a copy of the complaints procedure in their room. The AQAA recorded that no complaints had been received by the service. No complaints had been received by the commission since the last inspection. The home has a policy and procedure in respect of safeguarding. The AQAA showed this was reviewed in January 2008. A training session was held on 24/4/08, but a lot of new staff have been employed since then. The head of care for Engleburn said further training was to be arranged, but safeguarding is discussed as part of the induction programme. Care Homes for Older People Page 19 of 29 Evidence: Two staff, who were spoken with, had completed safeguarding training before being employed by the service and confirmed the induction programme included a section about safeguarding. Both were able to demonstrate their understanding of the policy and procedure. The head of care for Foxholes had attended a train the trainer course in respect of safeguarding and said she used this during the induction of new staff. She was also able to demonstrate her knowledge of the abuse procedure. Care Homes for Older People Page 20 of 29 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service are able to live in a clean, comfortable and safe environment that meets their needs. Staff have the training and guidance they need to prevent the risk of infection. Evidence: The service has had a major refurbishment which has included the addition of a 37 bedded unit for people who have dementia. This unit may only be entered or exited by the use of a key pad system. Patio doors open throughout this unit onto a specially designed garden, which has level access paths and sensory plants to provide stimulation. The original unit is also being refurbished and has a new dining room, hairdressing salon, kitchen and laundry. Bedrooms on the ground floor and patio doors from corridors lead onto a landscaped garden area. All exits to the garden apart from one have stepped access. The registered manager confirmed hand rails were to be fitted to the steps. The new kitchen was planned with the involvement of Environmental Health to make sure it complied with food hygiene and health and safety legislation. An updated fire risk assessment was completed by the provider to include the alterations to the Care Homes for Older People Page 21 of 29 Evidence: property. The service employs cleaning staff. There is a cleaning schedule for staff to follow and people who use the service felt the home was kept very clean. Comments included This is another reason why we chose Engleburn, everywhere is clean and always fresh. Staff were seen washing floors and bathrooms and everywhere smelt fresh during the visit. The service has a policy and procedure for infection control. The AQAA recorded that 30 staff have completed infection control training. Disposable gloves and aprons were available and staff were seen using them where required. Disinfectant handgel is available for everyone to use throughout the home. There is a procedure for managing clinical waste and staff were seen following it. The new laundry has industrial machines that have the capability to manage the increase in laundry created by the additional registration. They have a programme for the disinfection of soiled linen. The service has a contract for the removal of clinical waste. Care Homes for Older People Page 22 of 29 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service are supported by well trained, supervised staff, in sufficient numbers to meet their needs. The robust recruitment procedure makes sure the risks to people who use the service are minimised. Evidence: People who use the service said staff always responded quickly to their requests for assistance and staff were seen answering call bells efficiently throughout the visit. The registered manager said staffing levels were being kept constantly under review, as the numbers in the new wing increase. The proposed staffing levels show a flexible approach which will make sure the number of staff provided may be quickly adjusted according to the needs of the people using the service. The service is continuing to recruit new staff. The service has a robust recruitment procedure that makes sure all relevant checks, such as Criminal Records Bureau (CRB) and Protection of Vulnerable Adults (POVA) are completed before someone starts working in the home. The head of care for Engleburn said she alway interviewed applicants, but it was suggested she keep a record of the interview, to show she had explored the information given on the application form. Staff spoken with said they felt their interview had been thorough and fair. Care Homes for Older People Page 23 of 29 Evidence: New staff are required to complete an induction programme, which includes shadowing experienced staff, attending training courses and completing an induction record, based on Skills for Care guidance. Staff said they found their induction very good and felt supported to develop their skills. Files seen included an assessment of capability completed by one of the heads of care. She explained these were used to assess when the member of staff could carry out a task unsupervised. The AQAA recorded that 32 out of 48 staff had completed a National Vocational Qualification (NVQ) and a further 16 were working towards one. Staff spoken with confirmed they were encouraged to complete qualifications, with senior carers completing NVQ 3. The heads of care said they used supervision to identify training needs and kept a record of training completed and required for each member of staff. All staff were required to complete mandatory training and had in house training as well as being able to attend external courses. Staff also had the opportunity to complete distance learning courses and a 12 week course in dementia had been planned for next year. A number of courses including the safe handling of medication and infection control were also being arranged. Care Homes for Older People Page 24 of 29 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The service is well managed and people who use the service have the opportunity to give feedback about the care they receive. There are systems in place that enable the providers to monitor, review and improve the service offered. There are effective systems in place to ensure the health and safety of people who use the service is protected. Evidence: The expansion of the service has led to a restructuring of the management of the home. People who use the service have up to date information about this in the service users guide. The registered manager has completed the Registered Managers Award. She is responsible for the day to day running of the home. She is supported by two heads of care, who are each responsible for one of the units. Both have completed their NVQ 3 and are completing NVQ4. People who use the service and their families are able to give feedback about the Care Homes for Older People Page 25 of 29 Evidence: service, through an annual questionnaire. The registered manager said she had not summarised the results into a short report, but following requests from families, intended to do so in future. There was evidence the service listens to and acts on feedback from stakeholders. For example, in the survey completed in February 2008, people had asked for more alcoholic handwash to be available and this was kept throughout the home. There was also a request for more seating areas and new seating areas has been included in the refurbishment. With the addition of 37 places for people with dementia, a large proportion of people lwho use the service will not able to complete the questionnaires. The service needs to consider alternative methods of assessing how these people feel about the care they receive. The service has a system in place for looking after money which people who use the service use to pay for sundry items such as hairdressing or personal toiletries. Families leave money which is put into a charitable account. Individual records are kept of income and expenditure for each person using the service, and a copy of the record sent each month to the person responsible for managing the residents finances. The amount the person who uses the service requires each month is worked out during the first few weeks of residency. This is a service offered by the home and people are free to pay directly for items or to get their families to. All staff complete mandatory training such as food hygiene, moving and handling and infection control. The head of care for Engleburn is responsible for monitoring training and arranges courses for new staff, as well as regular refresher training for everyone. Certificates seen during the inspection, information recorded in the AQAA and certificates supplied to the commission for the registration of the new rooms, demonstrate the service monitors and maintains equipment. Care Homes for Older People Page 26 of 29 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 27 of 29 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations Care Homes for Older People Page 28 of 29 Helpline: 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 We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 29 of 29 - 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!