Inspection on 27/02/07 for Fletcher House

This inspection was carried out on 27th February 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Excellent. 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 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

Fletcher House 08/02/06

Fletcher House 18/08/05

Fletcher House 09/03/05

Fletcher House 16/07/04

Fletcher House 30/03/04

Similar services:

Fairfields Country Rest Home

Poldhu

Queensmount

Trevaylor Manor

Didsbury Court Rest Home

Belma

Hunters Care Centre

Manor Lodge

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

CARE HOMES FOR OLDER PEOPLE Fletcher House Glastonbury Road Wells Somerset BA5 1TN Lead Inspector Stephen Humphreys Unannounced Inspection 27th February 2007 09:30 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Fletcher House Address Glastonbury Road Wells Somerset BA5 1TN 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) 01749 678068 01749 675927 Pauline.Leyton@somersetcare.co.uk Somerset Care Limited Mrs Pauline Doreen Ann Leyton Care Home 58 Category(ies) of Old age, not falling within any other category registration, with number (58) of places Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection Brief Description of the Service: Fletcher House is a 58 bedded social care home, situated in the beautiful and historic city of Wells. The home is on the main Glastonbury road into Wells and is entered through secure gates into a large drive with ample car parking spaces. The home is just one mile from the city centre and its varied shops and leisure amenities. Fletcher House offers an attractive and comfortable homely style environment. All of the bedrooms are furnished to a high standard. The accommodation is in single rooms. Rooms in the new build have ensuite facilities. There are several communal rooms for relaxing and two dining rooms in the home. To the rear are extensive well maintained and wheelchair friendly gardens accessed from the home. Fletcher House provides personal care services only to people over sixty five years old. The care is provided by experienced and trained carers to service users in the home. District nurses attend to any nursing care needed by service users. Service users receive services from the local GP’s and other health care professionals as required. Service users enjoy a range of social activities in and outside of the home. The current fees are from £400 to £490 per week. Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was the first key inspection for 2006/2007 carried out by an inspector from the Commission for Social Care Inspection. The visit to the home was unannounced. The inspector used the Inspecting for Better Lives methodology which included talking to people receiving care, care staff, catering staff and the registered manager, Mrs Pauline Leyton. The inspector was able to have detailed discussions with service users during the day. The Commission for Social Care Inspection sent out service user surveys prior to the site visit and also comment cards to health care professionals. All the returned surveys contained very positive comments. Comments included “we have always found the manager very approachable and helpful”. “The staff maintains a high level of respect for the service users “ All the respondents indicated that the staff were always there if they needed them. The inspector was to confirm this in conversation with service users and observing the staff during a tour of the home. The inspector was able to tour the home and visit service users in their rooms. Talk to staff and service users on a one to one basis and take lunch with service users in the dining room. The inspector also spent time after lunch sitting in the lounge with a group of service users who were enjoying a social conversation. The inspector also reviewed statutory records and service user care plans during this visit. What the service does well: The registered manager, who has been in the home for twenty plus years, has created a very warm and service user orientated care home environment. The staff team are stable and have detailed knowledge of the service users care needs. Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 6 The environment is warm and homely with service users being involved in the running of the home. The registered manager is continually reviewing and evaluating the systems in the home to ensure comfort and a high standard of service delivery is maintained. The activities co-ordinator is very experienced and organises social and recreational activities that service users want to do. She is able to support service users to participate either in a group or one to one. The cook has a detailed knowledge of the service users likes and dislikes and produces meals that are enjoyed by all. The management of the home is very efficient and supportive to staff and service users. The registered manager and her deputy have developed a team of staff who are respectful and deliver a high standard of care. The administrator is efficient and all records reviewed were completed as required. What has improved since the last inspection? What they could do better: The inspector found the environment to be homely, well maintained, warm and in excellent condition. The care staff are well supported and training opportunities provided. The service users are very happy and contented with the high standards in the home. The inspector observed staff delivering good person centred care during the site visit. The registered manager said she had identified a need to improve Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 7 the internal environment to help those service users who appear to have some memory loss to orientate themselves 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. Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1,2,3,5, Quality in this outcome area is good Prospective service users will be provided with information about the home in brochure and other formats. All service users will have their individual care needs identified from a detailed assessment of care before admission to the home is agreed. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The registered provider has produced a statement of purpose and service user guide along with other brochure type leaflets that give prospective service users and relatives information on the home and service. The registered manager said she gives out the information to all enquirers. Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 10 A copy of the statement of purpose was available in the reception area of the home. This contained information that was out of date and did not fully meet the requirement as set out in regulation 5 schedule 1 of the Care Homes Regulations 2001. A copy of the service user guide is given to all service users as it is part of the terms and conditions. The inspector reviewed copies of the registered provider’s terms & conditions. Each copy reviewed was signed by the service user or relative. The main contract states under services to be provided, Somerset Care agrees to provide to the resident the services set out in the service user guide for as long as this agreement lasts. The inspector read the service user guide and found that the document does not describe the services offered clearly. The service user guide offers descriptions of the home, the staff, the philosophy of care set by the registered provider but not the actual services delivered. The terms & conditions do not set out how the service users care needs will be met. In the description Our Residents, there is a factual error in the first paragraph. Fletcher house as stated earlier in the report is registered to take service users who need personal care only. The service user guide states : We can accept individuals into residential care from 65yrs of age and into nursing from 60years of age. The registered provider probably developed the framework of the service user guide as a generic document however the service user guide needs to be reviewed to reflect the service delivery at Fletcher House Care Home. Discussion with service users confirmed that they were given an opportunity to visit the home before moving in. Admissions to the home are not made until a full needs assessment is made. The registered manager receives the social worker assessment and then carries out her own needs based assessment. The pre-admission assessments were seen as part of the care plans reviewed by the inspector. Admissions only take place once the registered manager and her team are confident they can meet the care needs of the service user. Service users spoken to all said they felt their needs were met in the home. Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9,10 Quality in this outcome area is excellent. Service users can be assured that their individual health and personal care needs will be met and they will be treated with respect at all times. This judgement has been made using available evidence including a visit to this service. EVIDENCE: All service users have a robust care plan. Since the last inspection an electronic care planning system has been introduced. Staff have received training on how to input the data. Several terminals have been installed around the home for carers to use. The inspector reviewed all care plans on the computer. Although the care plan is held on computer the service user can access it if they wish or a paper copy can be printed off for them. Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 12 Evidence was seen in the plans of care and the diary of regular access and visits of the GP, community nurse, dentist, chiropody and optician. The advantage of the new care plan system is that it can be updated through out the day by carers. The system is new and carers are adjusting to it very well. Only one care plan was found to be in need of review to reflect the current condition of the service user. This refers mainly to the care needs assessment. The assessment indicated the service user was mobile, when their current state was that they were not. Evidence seen confirmed that the care plan was a working tool and understood by staff. Carers spoken to said they liked it and especially the message facility Service users spoken to stated that staff were very kind and that they always “knocked on your door before coming in”. During the inspection, the inspector observed staff interacting with service users in a professional, kindly and respectful manner. Staff are friendly, but professional in their approach. Some service users have telephones in their bedrooms. There is also a public telephone on the ground floor that offers a private space. The home has dedicated space for hairdressing, in its own salon. Service users can book appointments with the home’s hairdresser or their personal hairdresser may use the home’s facilities. The inspector was able to speak to a group of service users at lunchtime and in the lounge about their care. One service user said “I see the doctor quite often” and “I went to the dentist recently”. Records to confirm doctors and other visits were seen in the individuals care plan. With the health centre next-door if able staff escort service users over to see the GP and other health professionals. The inspector reviewed the receipt, administration, storage and disposal of medication in the home. Many of the service users are self-caring and can carry out their own personal care. Some service users self-administer their medicines. Appropriate self medication assessments are recorded for each individual. Senior care staff were observed dispensing medication on the day of the inspection. The administration was completed in line with good practise guidance. Training records confirmed that staff who handle medication have received appropriate training. Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 13 The medicine administration records were reviewed and two gaps were noted where the medicine had been administered but not signed. The medicine stock cupboard had quantities of medicines that are not being used. The registered manager was encouraged to review the need to hold large stocks of medicines. One particular medicine had been in the cupboard for more than six months. Service users confirmed that they are treated with respect and their dignity maintained during intimate tasks. One service user said “the girls are so good, they really look after you”. Another said “the staff are excellent, always respectful” The comments in the surveys received were positive confirming to the inspector that the staff are respectful and have service users interests at heart. The inspector observed staff greeting visitors into the home during the day and directing as needed. The high standard of customer care at Fletcher House is commendable. Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 14 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 Quality in this outcome area is excellent Service users are able to enjoy a full and stimulating life style with a variety of options to choose from. There are a wide range of social and leisure activities available with family and friends able to visit at any time. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Service user satisfaction surveys are carried out and regular service user meetings held with the registered manager. The daily routines in the home are flexible and service users are able to make choices on how they spend their day. Two service users told the inspector they liked their own company and preferred to sit on their own. One service user stayed in their room. The room was very self-contained with facilities to make drinks. Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 15 The service user said that staff assist them when needed. On the day of the site visit the activities co-ordinator was off however service users were observed to carry on and enjoy themselves. One group was happy chatting in the lounge. Two service users and a relative were sat chatting at the end of a corridor. Another service user was sat chatting to her friend and doing her knitting in one of the small quiet rooms. One service user told the inspector about the lovely walk around the grounds of the home. Other service users were observed to be watching television or listening to music in their room. Service users told the inspector they liked the quizzes, bingo, poetry reading, sing- a-long, painting and doing jig-saw puzzles. Talks on days out were very popular. The latest being a description of china by Pauline the registered manager. Visitors are welcome at any time and facilities are available for them to have a drink or a meal with the service user. Service users can choose to see visitors in the privacy of their room, in one of the communal rooms, quiet room or out in the garden weather permitting. A group of volunteers support the organiser and they manage a shop and licensed bar. There are links with the local community via a Bridge Club, local schools and local churches. Holy Communion is celebrated monthly and other ministers and preachers visit regularly. The philosophy and objective of the home is to promote service user independence and provide the support necessary. Service users are encouraged to be responsible for their own monies and to self medicate as long as they feel capable. The inspector checked the records held on service users monies with the administrator. All were correct and are audited by the registered manager. Lunch was taken with service users on the day of inspection. The food was very good and was nicely served with individual dishes of vegetables served at each table. The menu is on display through out the home and a choice is available at all meals. All people spoken to stated that the food was always of a good standard. A number of people had purchased a glass of wine from the bar. A selection of hot and cold puddings and desserts was then served from a sweet trolley. The tables were nicely laid with linen tablecloths and napkins. Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 16 Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 17 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16,18 Quality in this outcome area is good Service users can be assured they are protected by robust recruitment procedures and staff awareness of vulnerable adult issues. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The complaints procedure is displayed and copies available in the statement of purpose and service user guide. The Commission for Social Care Inspection has not received any complaints or concerns regarding this care home in the last twelve months. Six complaints have been recorded in the homes complaints book. Service users can be assured that the registered manager investigates all concerns and the outcomes are managed effectively. Service users were able to say who they would take their complaints to however all said they did not have any reason to complain. The general consensus amongst the group in the lounge was “we have no grumbles”. Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 18 Service users spoken to in the home stated that they are extremely satisfied with the service delivery and they felt safe and well supported by the staff. The policies and procedures regarding vulnerable adults are clear and staff confirmed they had received training in abuse. Staff were aware of the whistle blowing procedure and who to contact if an incident occurred. The registered manager ensures through supervision and quality monitoring that care staff comply with policies and procedures in relation to vulnerable adults. The inspector checked the staff files to ensure the recruitment procedure was being followed. All the required security checks and information had been obtained prior to the staff commencing employment. Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 19 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19,26 Quality in this outcome area is excellent. Service users can be assured of warmth and a safe environment to live. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The registered manager has developed the home so that service users see the home as his or her own. The home is well maintained, safe and comfortable. All the necessary equipment is available to meet the service users needs. The two sluices will be upgraded in the near future. Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 20 The rooms are furnished to a high standard and the new build has ensuite rooms. A number of communal rooms enables service users to choose where they wish to sit quietly or join in with others. On the day of the visit the home was clean and warm. The registered manager and staff observe a high standard of infection control. All bathrooms and toilets were clean with appropriate hand cleaning materials available in each. The home was well lit and tidy, no malodours were noticeable. Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 21 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29,30 Quality in this outcome area is good. The registered manager has established a stable and well trained staff group to meet the needs of the service users. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The staff spoken to were very knowledgeable of the service users care needs and their respective lifestyles. Service users comments included “staff are very good and helpful”, “ staff are excellent”. The service users benefit from the strengths of the registered manager in building a staff group that works together as a team. This includes the carers, catering and domestic staff. The management team is also well bonded and have years working together. The staffing rotas were viewed on the day of inspection. The rotas demonstrated that there were adequate staff on duty. Service users spoken to Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 22 during the inspection stated that there were enough staff on duty and that they did not have to wait if they required assistance. Staff training records were viewed. These showed that staff had received all mandatory training. In addition training in creative activities for people with dementia, catheter care, flexercise and care planning has been provided. A number of staff had recently completed an NVQ qualification. Staff spoken to during the inspection stated that they felt adequately trained in order to fulfil their role. The recruitment files of the most recent staff members were inspected these demonstrated that the homes recruitment procedures were in line with good practise guidelines and included CRB and POVA checks. Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 23 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 33,35,36,38 Quality in this outcome area is excellent. Service users and staff benefit from experienced management who provide clear direction to the home. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The registered manager prioritises training in line with the organisations objective. All current care staff have either obtained or are in the process of obtaining an NVQ in care or management. Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 24 Comments from health professionals indicate complete confidence in the registered manager and her team. Comments from service users confirm the statements. The registered manager and her deputy are very visible in the home carrying out quality audits and spot checks to ensure the high standard is maintained. Care staff spoken to said they set themselves high standards and maintain them. The inspector observed carers carrying out personal and social care during the visit with the service user in mind. Service users could not speak too highly of the kindness and assistance afforded to them. The registered manager ensures staff follow the procedures and policies and all have a staff hand book. Staff confirmed they can be open and attend staff meetings. They felt that the supervision sessions were open and could voice any concerns they had. They felt the registered manager would provide support and assistance for them. All the statutory records were checked and found to be completed and up to date. The administrator manages the procedures for safeguarding service users monies. All service records for hoists and lifts were up to date. Fletcher House DS0000016001.V322623.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 Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 2 2 3 X 3 x HEALTH AND PERSONAL CARE Standard No Score 7 3 8 4 9 3 10 4 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 4 14 4 15 X COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 4 X X X X X X 4 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score X X 3 X 3 3 X 3 Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 26 Are there any outstanding requirements from the last inspection? no 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. Standard Regulation Requirement Timescale for action 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. Refer to Standard OP1 OP2 Good Practice Recommendations It is recommended that the statement of purpose is reviewed and kept up to date in the home It is recommended that the service user guide be reviewed to include what and how the services are available to meet service users care needs. The registered manager should review the current stock of medicines and reduce the level to ensure that medicines are used up before more stock is ordered. 3 OP9 Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Somerset Records Management Unit Ground Floor Riverside Chambers Castle Street Taunton TA1 4AL 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 Fletcher House DS0000016001.V322623.R01.S.doc Version 5.2 Page 28 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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