Inspection on 27/11/07 for Famille House

This inspection was carried out on 27th November 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Good. 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 3 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Famille House 05/10/06

Similar services:

Hillside

Applegarth

122 Scorer Street

Jubilee Villa Care Home

Thornham Grove

Beech Lodge

8 Thorndale Road (Homefield College)

Hunter`s Lodge

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

CARE HOME ADULTS 18-65 Famille House 4 Station Road Kirby Muxloe Leicester Leicestershire LE9 2EJ Lead Inspector Chris Wroe Unannounced Inspection 27 November 2007 9:20 th DS0000067878.V349801.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 DS0000067878.V349801.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. DS0000067878.V349801.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Famille House Address 4 Station Road Kirby Muxloe Leicester Leicestershire LE9 2EJ 0116 239 4012 F/P 0116 2394012 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) Minster Pathways Limited Ms Dawn Bexon Care Home 16 Category(ies) of Learning disability (16), Learning disability over registration, with number 65 years of age (4) of places DS0000067878.V349801.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. No person to be admitted into Famille House under category LD(E) when there are 4 persons in total of this category already accommodated within the home. No person can be admitted into Famille House under categories LD or LD(E) when there are 16 persons in total of those categories/combined categories already accommodated within the home The maximum number of persons accommodated within Famille House is 16 5th October 2006 Date of last inspection Brief Description of the Service: Famille House is a residential care home for 16 people who have learning disabilities. The home is in the village of Kirby Muxloe. There are lounges and dining rooms for people who live in the home to use. Everyone who lives in the home has their own bedroom with a sink in it, and there are shared bathrooms/shower rooms. Fees for living in the home range between £350 and £450. Extra charges are made for hairdressing, chiropody, toiletries, transport, holidays and social activities. DS0000067878.V349801.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This key inspection included a visit to the service. The inspector visited the home on 27th November 2007. The registered manager, Dawn Bexon, and staff helped us during the visit. The visit started at 9.20am and lasted for six hours. We spoke with some people who live in the home during our visit. We also sent out some surveys to people who live in the home to get their views. Everyone who gave us information in surveys was happy about the care given by staff. They felt the staff looked after them well. They showed us their bedrooms and told us they were comfortable. Some of the comments given by service users include: “I like it here. I like all the staff.” “I like Famille House. I like to help out if I can. I like [the] food here.” “[My] keyworker is a very good person. “…I think I’m looked after very well”. The main method of inspection used was ‘case tracking’. This means looking at the care given to people in different ways. The ways this was done are: • talking to the people who live in the home • talking to staff and the manager • watching how people are given support • looking at written records. We also looked at the provider (owner’s) own assessment of the services they provide, which they sent to us. We sent surveys to relatives, staff and doctors to get their views about the home as well. Relatives told us they were happy with the home. When they were asked, what the care service does well, some of the comments given by relatives include: “Giving the residents all the love and care they would get in their own homes.” “Makes family members feel very welcome and encourages their input into the life of the person who is resident”. “Since going into Famille House, my son… has never been happier.” One medical consultant commented: “Based on my nearly two years’ experience with them I feel this is an excellent placement…. They should be praised and encouraged. I am quite happy with their services.” We checked all the standards that the Commission for Social Care Inspection has decided are ‘key’ standards during this inspection. The information below is based only on what we checked in this inspection. We have kept details about individual people out of the report, to make sure it is kept confidential. DS0000067878.V349801.R01.S.doc Version 5.2 Page 6 What the service does well: What has improved since the last inspection? The service user guide now includes pictures to help understanding. Some service users now have person centred plans, which really focus on who they are as individuals and what is important to them. There are more staff on duty at times to enable service users to take part in acitivities. DS0000067878.V349801.R01.S.doc Version 5.2 Page 7 There are now health action plans for each service user to make sure their individual health needs are met. Some shared rooms and bedrooms have been refurbished and redecorated. There are new handrails at the front entrance to help people who need them. Staff keep cleaning and maintenance records. 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. DS0000067878.V349801.R01.S.doc Version 5.2 Page 8 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 DS0000067878.V349801.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 2, 3 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. People who live in the home benefit from a good admission process, which helps them to make sure the home is the right place for them. EVIDENCE: We saw the home’s Statement of Purpose, which gives information about the home and staff. We also saw the Service User Guide, which is information that the manager gives to people who want to come and live in the home. This is written in plain English with pictures to aid understanding. There is good information for people about how they can come and live in the home. People can come to stay for a trial period, to see whether the home is right for them. Most people said in surveys that they were asked about whether they wanted to come and live in the home. One service user told us they came to stay for a weekend before moving into the home. We saw written assessments, which were done when people came to live in the home. The manager carries out assessments for people who might like to come and live in the home, to find out about their care needs and whether the staff will be able to support them. DS0000067878.V349801.R01.S.doc Version 5.2 Page 10 We saw training records and talked to staff. Staff have training to help them to learn how to support people who live in the home in the ways they might need. Some of the training they have includes training about how to move people safely, and training about how to support people if they get stressed. But staff have not had any training about dementia, even though they are now supporting service users who have developed dementia. DS0000067878.V349801.R01.S.doc Version 5.2 Page 11 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7, 9 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. People who live in the home benefit from mostly good attention to their needs and wishes. EVIDENCE: There are care plans in the home, which tell about what is important for each person living in the home, and about how they want to live their daily lives. We saw some care plans. They had good information in, to help staff to understand what people need. Staff are starting to support people to do person centred plans, which really focus on who they are as individuals. One member of staff we spoke to showed they understood about the different needs and wishes of people who live in the home. The manager said that they are going to train more staff in how to do person centred planning. People who live in the home can choose some things that they want to do. There are risk assessments in the home for each person. Risk assessments tell DS0000067878.V349801.R01.S.doc Version 5.2 Page 12 about how people who live in the home can be helped to do the things they want to do and be kept safe. We saw that for one person, there could be more detail in the risk assessment, to give a bit more information about what staff can do to try to make things less risky and keep them safe in moving around the home without falling. People who live in the home have their own bank accounts and are supported to manage their money. Staff keep records to show that monies are kept safe. The manager told us that where staff go with service users on activities, the costs for staff are shared between service users. This is not written down in the service user guide, and so service users/relatives are not given clear information about what they are paying for. We spoke to two people who live in the home. They told us they were happy about the way they are cared for. People who responded to our surveys told us they felt that they were well treated by staff. DS0000067878.V349801.R01.S.doc Version 5.2 Page 13 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16, 17 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Individuals benefit from a mostly good lifestyle in their home. EVIDENCE: We looked at care records and saw that service users take part in different kinds of acitivities. Some people go out to college or day centres, some people prefer to spend more time at home. We saw that service users are able to learn different skills, like drama, cooking, computers and horseriding. The manager gave us information about different activities that take place within and outside of the home, like arts and crafts, shopping and meals out. One service user commented to us: “It’s nice. I go for walks”. Another person said “I like to help out if I can.” One person is has a job locally. A medical consultant who filled in our survey said: “…[Residents] enjoy different types of activities and have a choice to go even to holiday to different places all over the UK”. DS0000067878.V349801.R01.S.doc Version 5.2 Page 14 Some of the service users told us they have religious faiths. Some people go to church every week. One person is very involved in their local church community. Family members told us that they feel the staff help service users to keep in touch with them. They told us they feel they are kept informed about important things. The manager told us that families and friends are welcomed at all times within the home. Residents are able to visit relatives and friends and can telephone or write to them if they wish. We talked with the manager about people’s rights to have relationships. There is no information for service users about their rights to have partners to stay over, and at the moment, the staff do not help service users to be aware of their rights to have relationships and give them information about how to be safe. The manager was keen to improve this area. We saw menu records and talked with the manager about meals. Care staff cook in the home. Staff try to meet different diet needs for service users, but we saw that some of the food is ready meals, and not freshly prepared. The manager told us the home does have a healthy eating menu for people who need to take care with their diet or weight. She said she will be looking at improving the menus and food provided. DS0000067878.V349801.R01.S.doc Version 5.2 Page 15 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19, 20 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Individuals mostly benefit from good personal and healthcare support in their home. EVIDENCE: We looked at care records, which showed us the different ways that staff help service users to look after their health. Residents have appointments with dentists, opticians and other health care professionals, to help them to stay healthy. Each person has a health action plan to make sure they get the particular care they need. Relatives who sent us surveys said that they felt staff gave service users the support and care they needed. One consultant said that the staff listen well to what doctors tell them they need to do to help service users, commenting that the “..Staff and managers are quite efficient to implement the management plan drawn up by the medical team”. Local community nurses come out to help with particular medical needs, like catheter use. DS0000067878.V349801.R01.S.doc Version 5.2 Page 16 During the inspection we did observe one carer giving someone a shave in the shared lounge, with visitors walking through. The manager agreed with us that it would be better to give this personal care in private. We looked at medication records and stocks, and saw that staff keep good records of medication they give to service users. Staff help individuals to make sure they take any medicines they need. Staff who give out medication (including night staff) have had training about how to give it out safely. Individuals’ GPs are involved in making sure that people are taking the right medicines. One consultant told us “The staff and keyworkers are quite good… when I check the medication during each review”. DS0000067878.V349801.R01.S.doc Version 5.2 Page 17 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22, 23 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who live in the home are able to express if they are not happy about things and be listened to. Individuals benefit from protection from abuse and harm, although there are gaps in training, which mean service users may not be fully protected. EVIDENCE: All service users who filled in our survey said that they felt that care staff listen to them and act on what they say. Residents know how to make a complaint if they need to. People we spoke to during the inspection also told us they could talk to staff if they had any problems. There is a complaints procedure in the home, which tells people how they can make a complaint if they are not happy. There has been one complaint made to us since last time we inspected this home, about someone’s care. We saw that the manager and staff have taken action to change things since the complaint. One member of staff showed us they understood how important it is to make sure that people can live safely in their own home. Staff have not had specific training to help them to keep individuals safe from abuse or harm, and the manager agreed this would be good to make sure staff know the proper procedures. People who live in the home said they felt safe and well looked after. DS0000067878.V349801.R01.S.doc Version 5.2 Page 18 Staff record any serious incidents that happen in the home. They report serious concerns to us, as they are required to. There are procedures in the home, which tell staff how to manage their money safely. These do not include information about how to support service users to manage savings, and we discussed with the manager about involving advocates and the right support agencies to help service users in this. DS0000067878.V349801.R01.S.doc Version 5.2 Page 19 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24, 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Individuals benefit from living in a well looked after home. EVIDENCE: We saw at our visit that some shared rooms in the home have been redecorated, and are being refurbished. Three service users’ bedrooms have been re-decorated. One service user showed us her bedroom, and told us she had chosen the colour. There are new handrails at the front entrance to help people who need them. Everyone who filled in our surveys said that the home was always fresh and clean, and we found it that way when we visited. Staff keep records about the cleaning they have done. We saw the home’s ‘Maintenance and Improvement Programme’ which showed us what jobs had been done to improve the home and what was planned. DS0000067878.V349801.R01.S.doc Version 5.2 Page 20 The laundry area is near the kitchen, but the manager told us that laundry is not carried through the kitchen (which could be a health risk). We did see that there is a freezer in the laundry, and advised that the home makes contact with the environmental health officer about the safety of this. We also saw that there were loose fruit and vegetables stored in the laundry, which could be a health risk, because there are soiled items of clothing in the room. The manager moved the fresh items, and contacted the environmental health office, who gave advice about how staff are to work in the laundry and make sure that food stored is safe. DS0000067878.V349801.R01.S.doc Version 5.2 Page 21 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34, 35 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Individuals benefit from supportive, well-trained staff. EVIDENCE: People who live in the home told us that staff treat them well. We looked at staff records, which give information about their training, experience and background. Staff are chosen to work in the home who are safe and able to support people well. During our visit we did find that some members of staff have not had the full Criminal Records Bureau (CRB) safety check – they only had the standard check, which does not meet the rules for care staff. The manager (who was not responsible for this mistake) contacted the CRB immediately and got the proper checks in place by the time this report was completed. During our visit, we learnt that staff are asked to pay for their own CRB checks. This means that some people choose not to come and work at the DS0000067878.V349801.R01.S.doc Version 5.2 Page 22 home, especially if they are working just a few hours a week. The manager reported that it can be hard to find the staff they need. There are two staff working in the home during the day when most people are out of the home, with three in the evenings sometimes to support people to go to college or do activities of their choice. The manager aims to have three members of staff working during the day at weekends to support people. There is one waking member of staff in the home at night, with managers on call. Care staff also do cooking and cleaning in the home. Staff told us that sometimes it is hard to have enough time to meet everyone’s individual needs, especially when members of staff are off sick or on holiday, but that they try their best to make sure they can. Staff are given different kinds of training to show them how to understand what service users need and how to give the best kind of support. Some of the training staff have had includes giving medication safely, how to manage situations where someone’s behaviour is challenging and food safety. More than half the staff have done or are working towards a training qualification, the National Vocational Qualification (level 2) in care. One member of staff told us that they feel they have good training to help them to do their job. All staff who filled in our surveys said that training was generally good, although one person said that they felt there could be more training and time to help staff to understand and meet each person’s individual needs. This is where, for example, training in dementia could help. One member of staff said “I feel the home puts service users first and that they receive a very good service”. Another said “It’s very much a family atmosphere”. DS0000067878.V349801.R01.S.doc Version 5.2 Page 23 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39, 42 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. Individuals benefit from good management in this home. EVIDENCE: All the members of staff who sent us surveys and talked with us said that the manager is open and approachable. One person commented: “I do feel she is very approachable and offers me support.” The staff felt less supported by the owners of the home, which may be something the owners would wish to look at further. The manager told us she intends to bring in surveys for staff, which might help to show what their concerns were. DS0000067878.V349801.R01.S.doc Version 5.2 Page 24 There are different ways that the owners and manager try to find out about how to improve the quality of the home. Service users fill in a survey every year about what they think about the home. One member of staff assists them, who is especially very dedicated to service users’ rights and needs. There are service user meetings to involve people who live in the home in how it is run. We also saw information about how service users help the manager in interviews of new staff to choose the best person for the job. There are policies in the home, which tell staff about how to work safely. Staff have had training to make sure they work safely, like first aid training, and food hygiene. Staff do checks to make sure that equipment in the home is safe and are given enough supplies of aprons and gloves to work safely. One member of staff we spoke to told us about the rules they follow to make sure they handle things safely and prevent spread of infections. DS0000067878.V349801.R01.S.doc Version 5.2 Page 25 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 3 3 3 4 X 5 X 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 X 34 2 35 3 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 2 X LIFESTYLES Standard No Score 11 X 12 2 13 3 14 X 15 2 16 3 17 2 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 2 3 3 x 3 X 3 X X 3 X DS0000067878.V349801.R01.S.doc Version 5.2 Page 26 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 YA7 Regulation 5 (1)(b) Requirement Timescale for action 28/02/08 2. YA18 12 (4)(a) 3. YA34 19 (1) The provider must ensure that service users are informed in writing of all the terms of their contract and accommodation, including any practice to pay for staff costs in activities. The provider must ensure that 31/01/08 staff carry out personal care of service users in private, to respect service users’ dignity and privacy The provider must ensure that 16/01/08 no person commences work in the home without the required checks having been completed, including enhanced CRB check. 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. Refer to Standard YA3 Good Practice Recommendations It is recommended that the provider ensures that appropriate training is provided to staff so that they can fully meet the needs of people who have dementia DS0000067878.V349801.R01.S.doc Version 5.2 Page 27 2. YA9 3. YA15 4. 5. YA17 YA23 It is recommended that the risk assessment in relation to one service user who experiences falls is developed and improved, to ensure that attention is paid to preventing falls. It is recommended that the manager and staff develop good practice around enabling service users to have relationships of their choice, including giving service users information about their rights and about staying safe and healthy. It is recommended that the manager and staff review the menu and provision of food to ensure that everyone has the opportunity for a fresh, nutritious and healthy diet. It is recommended that staff are given full training in safeguarding adults from abuse, so that the provider can be sure that they understand the procedures and service users are kept safe. DS0000067878.V349801.R01.S.doc Version 5.2 Page 28 Commission for Social Care Inspection Derbyshire Area Office Cardinal Square Nottingham Road Derby DE1 3QT 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 DS0000067878.V349801.R01.S.doc Version 5.2 Page 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!