Inspection on 29/11/07 for Glenholme Residential Care Home

This inspection was carried out on 29th 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 there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

Other inspections for this house

Glenholme Residential Care Home 27/09/06

Glenholme Residential Care Home 08/11/05

Glenholme Residential Care Home 20/04/05

Glenholme Residential Care Home 28/10/04

Glenholme Residential Care Home 18/05/04

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

CARE HOMES FOR OLDER PEOPLE Glenholme Residential Care Home 4 Park Avenue Roker Sunderland SR6 9PU Lead Inspector Sam Doku Unannounced Inspection 29th October 2007 10:00 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 Glenholme Residential Care Home DS0000015709.V352895.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. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Glenholme Residential Care Home Address 4 Park Avenue Roker Sunderland SR6 9PU 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) 0191 549 2594 0191 548 6089 Wellburn Care Homes Limited Mrs Christine Purvis Care Home 34 Category(ies) of Dementia (4), Mental disorder, excluding registration, with number learning disability or dementia (2), Old age, not of places falling within any other category (28) Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care home only - Code PC To service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP, maximum number of places: 34 Dementia - Code DE, maximum number of places: 4 Mental Disorder, excluding learning disability or dementia - Code MD, maximum number of places: 2 The maximum number of service users who can be accommodated is: 34 27th September 2006 2. Date of last inspection Brief Description of the Service: Glenholme is a large, redbrick Victorian detached villa. It was built in 1887 and was once the Vicarage for St Andrews Church. It has been extended and is now a residential care home, which provides services for up to thirty-four older people, some of whom may have dementia or mental health needs. The Registered Provider also operates a day centre for older people on the same site but managed separately from the home. The property is close to Roker Park in a mainly residential street close to the sea front. Sunderland city centre is a short distance away and can be reached by public transport, which passes frequently. Local facilities include a church and a small selection of shops. The accommodation is laid out over three floors, with additional mezzanine levels and there are thirty-four single bedrooms, some with en-suite facilities. The first and second floors are accessible by passenger lift, however the mezzanine levels can only be reached by stairs, therefore, is only suitable for mobile residents. There are also two communal lounge areas, a sunroom and two dining areas. External features include a large and secluded walled garden, which are well kept and equipped with outdoor furniture, sunshades Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 5 and barbecue facilities. Extensive renovation works is going on at the moment to improve on the accommodation for the service user. The current scale of charges is £384.00 - £420.00. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 6 SUMMARY This is an overview of what the inspector found during the inspection. The inspection was unannounced and began on the 29 November 2007 and completed on 3 December 2007. Before the visit the inspector looked at: • Information we have received since the last visit on 7 March 2007; • How the home dealt with any complaints & concerns since the last visit; • Any changes to how the changes is run; • The provider’s view of how well they care for people, as highlighted in the details provided in the Annual Quality Assurance Assessment (AQUAA); • The views of people who use the service. During the visits the inspector: • talked with people who use the service, care staff, office staff, and the manager; • looked at information about the people who use the service and how well their needs are met; • looked at other records which must be kept; • Checked the medication administration system; • checked that staff had the knowledge, skills & training to meet the needs of the people they care for; • looked around the building to make sure it was safe & secure; • checked what improvements had been made since the last visit; • The inspector told the manager what he found. These activities contributed to the inspection findings. The atmosphere in the Home was friendly, relaxed and comfortable throughout the time of the inspection. Service users appeared cared for and comfortable with the staff. Service users were able to express their views to the inspector without staff presence. What the service does well: The home continues to have a friendly and homely atmosphere. Staff seem very approachable, caring, and sensitive when carrying out care tasks with service users. Staff are very discreet in the way they approach service users when asking them if they require assistance with personal tasks. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 7 There is a stable staff team with long standing service in the home. The majority of staff employed have worked at the home for a long time, which ensures consistency of approach to care. Staff conduct themselves in a professional manner, and showed respect for the service users. The home offers varied and nutritious meals and ‘home style’ cooking, which service users said they always enjoyed. The service users commented positively on the quality and quantity of the meals provided. The home supports service users to remain in touch with friends and family. Trips to places of interest and bus trips are a regular feature of the care provided. There is good emphasis on activities and service users enjoy such activities. What has improved since the last inspection? What they could do better: Some of the company policies have not been reviewed for considerable time. The complaints procedure for example was last reviewed in 2004. The document still makes reference to the previous registration authority (NCSC) and the provider’s old company address. The control measures, following a risk assessment for individual service users were found to be inadequate in two cases, regarding a crash mat and use of hot water bottle. These need to provide more details about how to prevent accidents to both staff and service users. The service user questionnaire highlighted dissatisfaction in some aspect of the care provided. These include inadequate sitting arrangement for service users as a result of the building work that is going on in the home. One service user needs support to have her hearing aid in situ on a daily basis but staff frequently fail to note this and address it properly. This complaint had not been recorded as a complaint. All complaints received must recorded and acknowledged. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 8 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. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 9 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 Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 10 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, 4, 5. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users have good information about the service in the form of a service user guide. This enables prospective service uses to make informed decision about the home and the facilities provided. The home undertakes assessment of all prospective service users needs before admission is agreed. This ensures that the care needs are appropriately identified and resources made available to meet those needs. It is the policy of the company for all prospective service users and or their families to visit the home, if possible, and to meet with staff and other service users before deciding on whether or not to choose to live at Glenholme. This provides the opportunity for prospective service users to make informed choice about their choice of home. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 11 EVIDENCE: All service users have copies of the service user guide and these were found in individual bedrooms. Service users and relatives confirmed that they are aware of the guide and find it useful. Service users have been issued with copies of terms and conditions of residence. Copies were found on individual files, which had been appropriately signed by service users or their representatives. Service users confirmed that before they moved into the home, the manager discussed with them the details of the contract and also gave them copies of the service user guide. The contact provides details of the obligations of the company and the service user, and the registered manager signs this on behalf of the company. They also confirmed that the manager carried out an assessment of their needs when she visited them in their home. There is also evidence of social work assessments for people who have been referred by the Council. The manager indicated that in the case of some service users who have memory problems, it had not been always appropriate to arrange preadmission visits as this causes unnecessary anxiety for those service users. The newly admitted service users were spoken with about the arrangements for them before deciding on coming to live at Glenholme. They described the arrangements and were happy with the opportunity to visit and meet with staff and other service users. One visitor said she finds the visits very helpful in allaying their anxieties about going into care a care home. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 12 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 good. This judgement has been made using available evidence including a visit to this service. Care plans and other assessment documents identify the social and healthcare needs of the service users. The detailed plans enable the staff to provide care that is effective, consistent and meets the needs of the individuals. Suitable arrangements are in place to meet the healthcare needs of the service users, thus promoting their right to proper health care. The home has good procedures in place for the safe administration of medicines. This promotes and health and welfare of the service users. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 13 EVIDENCE: The daily records contain details of care that is given to each service user. The records show that the service users receive regular services from their GPs and district nursing service. There are also records relating to outpatient appointments and other healthcare checks such as dentist, optician and chiropody. The manager and care staff described the individual needs of the service users, including their social and psychological needs. These descriptions were the same as those stated in the care plans, indicating that the service users receive care that is consistent and meet their needs. Inspection of the drug administration system show that the home has made good progress in this area. Suitable training, supervision and support have been provided to enable the senior staff to maintain safe administrative system. Random check of the recording system and stock of medicines showed that the staff manage this well. No discrepancies were found in the stock of medicines that were checked. The service users confirmed that the staff treat them with respect and dignity. Service users’ comments in this respect include, “the carers are very kind”, “we are well looked after here”, “they treat us with respect”. Visiting relatives also made similar comments about the respectful ways in which the staff treat them and their relatives. Glenholme Residential Care Home DS0000015709.V352895.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, 15. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The service users enjoy regular social and recreational activities which are purposeful and in line with the lifestyle and culture of the service users. This promotes their sense of wellbeing and satisfaction. Staff provide adequate support for the service users to remain in contact with their families, friends and the local community. Such support has enabled the service users to continue to maintain close relationship with their relatives and the community in which they live. Service users are offered and receive varied, wholesome, nutritious diet. This contributes to their general health and wellbeing. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 15 EVIDENCE: The home continues to provide a wide range of activities for service users to choose from. Details of the activities provided for groups and individuals are kept on file. Service users commented on the support they receive to engage in both in-house and community activities. They confirmed that they find this and other social activities useful and have always enjoyed taking part. Other social activities included coffee mornings, music, shopping trip to local shops and bus rides along the seafront. A photo album is kept of the organised activities and this is used as discussion point with service users. The service users and relatives spoke about the Christmas party over the weekend, which they said was well attended by friends and relatives. The manager confirmed that there are other activities arranged throughout the festive season. Service users continue to compliment the catering staff and the quality of the meals provided in the home. The home continues to carry out nutritional assessments for those service users who require their diet intake. The records relating to nutritional intake shows that these are reviewed regularly as part of the overall care plan and changes made to the care plan when necessary. A four-week rotational menu remains is operation in the home. The service users continue to compliment positively on the quality and quantity of the meals provided. There is currently only one dining room operational as the other one is being renovated. Arrangements have been made for two sittings. At lunchtime the tables were beautifully set with appropriate cutlery, napkins, condiments and choice of drink. The service users indicated that they find the mealtime experiences enjoyable. It was also noticed that where necessary, visiting relatives are invited to join their relatives for meals. Service users confirmed that their relatives and friends are able to visit at anytime convenient to them and were very appreciative of this level of flexibility. Two visiting relatives confirmed that they visit regularly and the staff always make them welcome. The relatives are encouraged to continue to be involved in the care of their relatives. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 16 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, 17, 18. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has a clear and easy to understand complaints policy, which is accessible to the service users and relatives. This provides the opportunity for individuals or relatives to raise concerns and in so doing exercising their rights. Suitable arrangements are in place, which ensure that service users are protected from all forms of abuse and to protect their rights. EVIDENCE: The home continues to have in place an effective complaints procedure that provides detailed action to be taken in the event of a complaint being made. Some of the service users and relatives indicated that they are aware of the procedure and would know how to complain if they had a need to do so. There is also a “Whistle Blowing” policy in place and copies of these procedures are easily accessible to staff. Staff have had training in protection of vulnerable adult and also on the home’s whistle blowing policy. The provider’s adult protection policy is in line with the Sunderland Council adult protection policy. Staff had good knowledge of the policy and also described what action they would take if they suspect any form of abuse. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 17 The home has a system for the recording of complaints they receive. The manager confirmed that in the past year there had been no complaints received. However, in the service users questionnaire that was received, one relative indicated that she complained about the care her mother receives but this was not recorded in the homes complaints record. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 18 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, 20, 25, 26. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home offers a safe and well-maintained accommodation for the service users, thus promoting their general welfare and comfort. All parts of the home were clean pleasant and hygienic. EVIDENCE: The home is a converted property and the necessary adjustments have been made to meet the needs of older people, some of whom may have mobility problems. Access into and within the home remains adequate and meets the needs of those service users who currently live in the home. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 19 There is extensive renovation going on at the moment and it is anticipated that this work would be completed by the turn of the year. The company has taken all reasonable precautions to ensure the safety of the service users and staff. Risk assessment of areas of the home has been carried out and risk management plans have been formulated and is followed by all staff and the building workers. The home is close to local shops, other amenities, and to local transport routes. These have provided the opportunity for service users to continue to exercise independence and choice and the opportunity to access to local facilities. The home has written policies and procedures relating to safe handling of hazardous materials for staff to follow. This policy document had recently been updated and staff use this as reference document. The manager indicated that staff have had training in health and safety, infection control and food hygiene. The home is clean and free from offensive odour. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 20 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. This judgement has been made using available evidence including a visit to this service. The home provides sufficient staffing which meet the needs of the service users. The company provides good training to all staff, and there is ongoing training, which improves the quality of the service for the benefit of the service users. EVIDENCE: Past rotas show that the home employs sufficient number of staff to meet the needs of the service users. The manager confirmed that the training provided for the staff promote their competence and also the safety of the service users include moving and handling, first aid, protection of vulnerable adults, fire safety, food hygiene and health and safety training. There is a commitment by the provider to train all care staff to NVQ Level 2 or above. Staff who have already acquired this training indicated that NVQ training had equipped them to provide better care for the service users. They also indicated that the training had boosted their confidence and are therefore confident in their care practices for the benefit of the service users. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 21 The home has very low staff turnover and this has the advantage of providing a consistent service by people who are familiar to the service. The manager indicated that she follows the company’s recruitment guidelines. Examination of staff records showed that the manager had consistently adhered to the policy on recruitment, thus protecting the service users from possible abuse. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 22 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): 31, 33, 35, 38. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The manager leads a team of competent and committed staff who provide good quality service for the people they look after. There are suitable and safe practices that ensure service users monies are safe and properly accounted for, thus protecting them from financial abuse. There are good care practices in place that protected the safety and welfare of the service users and the staff. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 23 EVIDENCE: The manager has long experience of working in a care home and has had extensive management experience in care settings. She has acquired the registered managers award. This training has further enhanced her skills for the benefit of the service and the service users. The staff and service users described the manager as efficient, and indicated that she runs the service for the benefit of the service users and has positive relations with the staff. Similar comments were also made by some of the service users and relatives. There are detailed corporate Health and Safety policies in the home. These serve as training manual and reference documents for staff to use. These cover policy areas such as fire prevention and Care of Substances Hazardous to Health (COSHH). These policies ensured that health and safety of the service users and the staff are maintained at all times. Servicing records confirm that all portable appliances have been tested. A record is maintained of regular water temperature tests in the home. Regular servicing of fire equipment, passenger lift, gas and electrical appliances have been carried out by the contracted companies. All the servicing records that were examined were up to date. Records examined indicate that fire precautions relating to weekly fire alarm testing and record of inspection takes place. There are records in the home indicating fire drills and fire instructions with staff. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 24 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 3 3 3 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 2 17 3 18 3 3 3 X X X X 3 3 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 3 X 3 X 3 X X 3 Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 25 Are there any outstanding requirements from the last inspection? Yes 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 OP1 Regulation 5(f) Requirement The service user guide and the statement of purpose must be updated to reflect the current contact details of the Commission and also of the company’s new address. All complaints received by the home must be recorded and the record kept in the home. This should provide details of the complaint and the actions taken to address the complaint. Timescale for action 01/04/08 2 OP16 22(3) 30/01/08 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 OP7 Good Practice Recommendations The control measures that follow the risk assessments should contain sufficient information to alert staff to the risks they and the service users face. Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Cramlington Area Office Northumbria House Manor Walks Cramlington Northumberland NE23 6UR 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 Glenholme Residential Care Home DS0000015709.V352895.R01.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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