Inspection on 02/11/05 for Glen Eldon

This inspection was carried out on 2nd November 2005.

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

Glen Eldon 24/10/06

Glen Eldon 16/05/05

Glen Eldon 01/11/04

Glen Eldon 20/07/04

Glen Eldon 06/10/03

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

CARE HOME ADULTS 18-65 Glen Eldon Bighton Road Medstead Alton Hampshire GU34 5NA Lead Inspector Mrs Pat Hibberd Unannounced Inspection 2nd November 2005 08:20 Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 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 Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 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. Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 3 SERVICE INFORMATION Name of service Glen Eldon Address Bighton Road Medstead Alton Hampshire GU34 5NA 01420 563 864 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) ILIACE Limited Miss Elaine Louise Newman Care Home 9 Category(ies) of Learning disability (9) registration, with number of places Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 4 SERVICE INFORMATION Conditions of registration: 1. Service users in the LD category must not be admitted under 18 years old. 16th May 2005 Date of last inspection Brief Description of the Service: Glen Eldon was registered in 1995 and is owned by Iliace a private company.The Home provides for nine Services Users who have a learning disability. The manager was appointed in October 2004 . The Home is a nine bedded detached property and one of a number owned by Iliace. All Service Users have their own bedroom , there is ample communal space , bathrooms and garden area. The Home is situated in a rural location within a few miles from the market town of Alresford and Alton which have a range of leisure, shopping and recreational facilities. The Home have their own vehicles which are unmarked and provide transport for Service Users to access both the local and wider community. Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The inspection took place over three hours and was the second unannounced inspection of the 2005/2006 inspection programme. The inspector focussed on care provided to service users, discussions with staff, inspection of files and other documentation relevant to this inspection. Fifteen standards were assessed on this occasion. No requirements were identified. All of the core standards for younger adults have now been inspected during the 2005/2006 inspection year. The inspection included a tour of the home and garden. Discussions were held with the Home’s manager , deputy manager, five permanent staff members and one agency staff. Time was spent with seven service users with a view to gaining an understanding of care provided and to observe staff interaction and support as detailed in care plans. Four service users’ files were viewed and their care provided by the Home in all areas of their life assessed and discussed with both the manager and staff. Prior to the inspection five service user comment cards and three relatives comment cards were received by the commission of which views expressed as to the service provided by the Home will be included within this report. The commission also received a completed pre inspection questionnaire from the Home of which information provided will also be included within this report. The term service user will be used throughout this report as agreed with the manager. What the service does well: Throughout the inspection the manager and staff demonstrated a commitment to ensuring service users are central to all care provided and lead a full and positive life style. The Home has two Communication Coordinators who are responsible for ensuring the methods of communication in the Home are appropriate for each individual. The staff team were seen to communicate appropriately with service users using makaton/symbols, objects of reference and verbal communication. Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 6 The Home is keen to ensure service users are encouraged and supported to identify and pursue individual interests with both in house and community activities provided. The Organisation have their own “activities (DAP) team” who, alongside the management and staff assess and provide individual programmes for all service users. There is a range of training provided and staff confirmed that they receive regular supervision and daily support from the manager of which they find to be of much benefit to their daily practice. Comments received from service users as to care provided included “ its very homely “ “ everyone is friendly” “ they listen to me” “ I feel well cared for here – a bit noisy at times but I am getting used to it”. Further comments included service users indicating that they could choose what they wanted to eat and knew who to talk to if they were unhappy. Three relatives described a welcoming Home and satisfaction with care received. What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 7 The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 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 Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): No standards were assessed on this occasion. EVIDENCE: Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 6,7 and 9 Service users are encouraged to make choices about their daily life within a risk management framework. The arrangements for care planning are consistent for all service users ensuring their care needs are met. EVIDENCE: During this inspection four files were viewed all of which contained individual care plans, community programmes and details of personal support needs and approaches to be taken in the event of incidents which “challenge” the service. Reviews had been held. Plans detailed assessed needs and action required to meet those needs. Risk assessments relating to care provided are up to date in all service users’ files and indicate that they are being supported to achieve their potential within a risk management framework. One example being of an individual who, if unwell may have difficulties with their balance. To ensure the service user is not placed at risk of falling staff are alerted and a risk assessment implemented to include observation and additional support required albeit for only a short period . The manager explained that this approach enables the risk to be managed at the same time enabling the individual to maintain the Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 11 independence they have achieved with minimum intervention. Other examples include service users making hot drinks, washing their laundry and bathing with a series of pictures used to enable the service user and staff member to “break down” an activity and assess the risk at each stage. Care management assessments are either held in files or, are being undertaken by care managers as part of a review process. All service users have a key worker who is responsible (alongside the manager) for ensuring care plans and risk assessments are reviewed and updated as necessary and, that all staff are aware of any changes in an individuals needs. Staff explained that if a new risk is identified the assessment would be written and shared with all staff through team meetings/shift handovers and documentation. Staff were also asked what action they take to ensure risks are minimized at the same time ensuring service users can partake in their chosen lifestyle. An example was given of a service user accessing the community. An assessment of how they were presenting prior to leaving the Home through behaviours exhibited would enable staff to consider whether they wanted to participate in the activity and, whether there could be any risks to themselves or others. It was evident that staff had a thorough understanding of the service users’ needs. The manager indicated that service users would not have a concept of what a care plan was or, that one was held in a file detailing their care needs. The Home has two Communication Coordinators who are responsible for ensuring the methods of communication in the Home are appropriate for each individual. Staff were able to demonstrate how service users made choices through an understanding of language used, objects of reference, pictures and Makaton sign language or signing specific to an individual of which details would be held in their care plan. For example if a service users care plan indicated that they would be going shopping staff would show the individual an object they could relate to or, for those more able service users they would be supported to compile a shopping list. One service user was seen to be sitting with a member of staff preparing a list to go shopping and was able to indicate that they were looking forward to the trip. Staff were observed offering service users choice and providing care in a dignified and valuing manner throughout the inspection. Service users are always invited to reviews but due to individual needs, staff indicated that they may only participate for part of the meeting . Due to three recent new admissions and, a number of incidents whereby service users have “ challenged” the service through their behaviours there have been a number of staff meetings to ensure staff are kept updated as a team with regards to changes in service users needs .Staff indicated that they found the meetings to be very beneficial and further praised the weekly visits and support from the Community Health Team. Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 15 and 16 Residents are supported to maintain friendships and family relationships with rights and responsibilities upheld in their daily lives. EVIDENCE: Service users are supported to maintain family links and friendships with all visitors welcome to the Home with the individuals agreement. Visitors can meet with residents in their bedroom or communal areas of the Home if they so choose. Records completed by key workers indicated that service users are supported to telephone relatives/friends and, that the contact is welcome by service users. A newsletter is also sent on a regular basis to relatives/friends with regards to the Homes’ activities and news. The Home has a policy and procedure with regards to sexuality and relationships of which two staff member confirmed they were aware of. Daily routines in the Home enable service users to have choices , maintain their independence and individuality of which staff were able to give a number of examples. These included service user’s being addressed by their preferred Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 13 name , personal care being offered in a respectful and dignified manner and, at a time suited to the individual and service users having unrestricted access to all parts of the Home with the exception of other service users’ bedrooms. Daily record sheets are also completed by the Team Leader on duty with a view to the staff team having an overview of care provided and continuity of service delivery. Throughout the inspection staff were observed providing the care described, with service users indicating through discussion or gesture that they felt well supported by staff and had positive relationships with staff. Service users are supported to undertake household tasks if they so wish. One service user has two pet fish with risk assessments in place for a feeding schedule to be followed by the individual with staff support. There are no service users who smoke with staff being required to smoke outside if they wish to do so. Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 20 The Home’s medication policy and procedure is being fully implemented. EVIDENCE: The Home has a medication policy and procedure which is shared with all staff during their induction and, following any amendments made by the management team of the Organisation. One staff member explained the process of administering medication including PRN (as required) medication. They were aware of the need to follow care plans and guidelines particularly in relation to PRN of which details as to when to administer were clearly documented in the medication records. Records viewed confirmed that medication administered by staff had been signed for . Medication was seen to be appropriately stored with service users having their own separate space in the medication cupboard. There are no controlled drugs on the premises . The manager indicated that the Home consults with the local Pharmacist as required . All staff with the exception of two recently appointed members of the Team have undertaken safe handling of medication training. There are no Service User’s who self medicate. Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 15 Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23 The complaints policy and procedure is available to all service users and relatives, ensuring their concerns are addressed. Arrangements for protecting service users are satisfactory. EVIDENCE: The Home has a complaints policy and procedure which is shared with all staff during their induction and ongoing as required. Staff spoken to confirmed that they were aware of how to contact the commission and the Organisation’s complaints procedure and whistle blowing policy. The Home have received a number of complaints since the last inspection. During discussions held with the manager it was evident that the complaints had been appropriately dealt with and had reached a satisfactory conclusion. Service user’s are provided with a pictorial format of the Home’s complaints policy and procedure . Due to the various needs of individuals the manager confirmed that relatives/representatives are also provided with a copy. The Home has a copy of the Department of Health No Secrets document and the Hampshire Adult Protection policy and procedure. The majority of staff have undertaken Adult Protection training and in discussion with one staff member they demonstrated an understanding of their responsibilities. The manager indicated that she had also received adult protection training, had read the Hampshire Adult Protection policy and procedure and was aware of her role in the event of an allegation of abuse. There have been two Protection Of Vulnerable Adults investigations undertaken since the last inspection. As a consequence the Home is working in partnership with other statutory agencies and, is endeavouring to ensure that systems in place in the Home are robust, changed as necessary and, that staff training and guidance is up to date. Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 17 Staff indicated that they felt well supported by the manager and deputy and were receiving guidance as to how to manage behaviours exhibited by service users that “challenge” their practice/service delivery. All staff have undertaken restraint training (SCIP) which is provided by the Organisation’s Training manager . Guidelines as to the approach to be taken or, when restraint should be used were documented in individual service files viewed. All staff spoken to were able to confirm that they were aware of the guidelines and management of behaviours that service users may present which could place others at risk. The Home and staff are receiving further weekly support regarding the needs of individuals from the Community Health Team. Service User’s monies were inspected and a discussion held with the Home’s administrator who undertakes the responsibility for managing the individual accounts. Systems in place are satisfactory with records viewed being up to date . Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 18 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): No standards were assessed on this occasion. EVIDENCE: Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 32,33,34,35 and 36. The home’s recruitment practices are satisfactory, ensuring service users are protected. Service users benefit from sufficient ,competent and qualified staff who are well supervised and supported. EVIDENCE: Throughout the inspection staff were observed as interested , motivated and committed to the needs of service users in the Home. They were observed communicating effectively with individuals and demonstrated knowledge and understanding of strategies in place to deal with anticipated behaviours of some service users that may have a negative impact on others. NVQ training is due to commence for a number of staff in the Home and will be followed up at the next inspection. The manager acknowledges the need for 50 of staff to have achieved NVQ 2 by 2005.Iliace have recently been given recognition as meeting the standards required to deliver NVQ in Health and Social Care at levels 2,3 and 4. The staff team consist of ten support workers, a deputy manager , a registered manager, three team leaders responsible for leading a shift , one cook/cleaner, two night staff and one administrator/ driver. Rotas viewed indicated that there are six staff on duty between 7.30am and 10.00pm with two service users having one to one support during these periods due to their individual needs. There is one waking night staff and one Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 20 sleep in. The cook/cleaner is employed Monday to Friday and the administrator/driver Monday to Thursday. Agency staff are used if required. From care plans viewed and discussions held with staff and management there appeared to be sufficient staff with a mix of skills on duty to meet the needs of service users. However, staffing levels are regularly reviewed to reflect service users’ changing needs. Recruitment practices are thorough with all applicants undertaking a CRB (Criminal Record Bureau ) check, having to provide two written references and complete a satisfactory three month probationary period before being con firmed in post. Service users are fully involved in the recruitment procedures. For example prior to an applicant being offered a post they would meet with service users in the Home as part of the recruitment process. Service users views/interaction would be observed and contribute to a decision as to whether the applicant is offered a position in the Home. The Organisation have their own Training Manager who organises training for the Home in conjunction with the manager. All staff have their own training and development assessment with staff spoken to confirming that they receive regular training which is provided on a three weekly basis. Staff have received a range of training which includes fire safety ,adult protection, food hygiene, autism focus, moving and handling, fire, infection control and restraint (SCIP). All new staff undertake a thorough induction which utilises the Learning Disability Award Framework. The manager provides regular two monthly supervision and yearly appraisals. In discussion with a number of staff it was evident that they felt supervision to be very helpful and the manager and deputy to be very supportive on a day to day basis. Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 37 and 39. There is an experienced and effective manager who ensures service users views contribute to all developments of the Home and service provided. EVIDENCE: The manager Miss Newman has a wealth of experience having managed residential care homes for a number of years. Miss Newman has recently completed her Registered Managers Award and has undertaken further training which includes moving and handling, autism, fire ,epilepsy, person centred planning, SCIP, adult protection and rectal diazepam. Miss Newman has a range of responsibilities and indicated that these are reflected in her job description and include ensuring the written aims and objectives of the Home are met , policies and procedures are implemented , the budget is properly managed and service users are aware of their terms and conditions of residency. From discussions with staff and service users and documentation viewed Miss Newman is demonstrating her ability to ensure systems are in place to achieve Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 22 and meet her role and responsibilities and, provide effective leadership and management of the Home. Service users were seen to respond positively to the manager who was able to demonstrate throughout the inspection her understanding and knowledge of service users’ needs. The Home has an annual development plan with objectives in place to measure outcomes for service users in respect of their care, staff and environment .The objectives are linked to the Organisations overarching objectives .One objective recently met relates to the introduction of regular key worker meetings which are held to provide a forum for service users views to be heard through staff who work alongside them on a daily basis. Whilst service user meetings are also held the manager indicated that not all service users are able or wish to fully engage in the meetings. Further systems implemented to ensure there is an effective quality assurance and monitoring of service users’ views include care plan and risk assessment evaluations on a two monthly basis – or sooner if required and monthly visits undertaken by senior managers of which copies of the outcome of those visits are forward to the commission. Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 23 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 CONCERNS AND COMPLAINTS Standard No 1 2 3 4 5 Score x x x x x Standard No 22 23 Score 3 3 ENVIRONMENT INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score 4 4 X 3 x Standard No 24 25 26 27 28 29 30 STAFFING Score x x x x x x x LIFESTYLES Standard No Score 11 x 12 x 13 x 14 x 15 3 16 3 17 Standard No 31 32 33 34 35 36 Score x 3 3 3 3 4 CONDUCT AND MANAGEMENT OF THE HOME x PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Glen Eldon Score x x 3 x Standard No 37 38 39 40 41 42 43 Score 4 x 3 x x x x DS0000012391.V261430.R01.S.doc Version 5.0 Page 24 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. 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. Refer to Standard Good Practice Recommendations Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 25 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Glen Eldon DS0000012391.V261430.R01.S.doc Version 5.0 Page 26 - 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!