Inspection on 27/02/07 for Glenhomes Residential Home

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 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 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

Glenhomes Residential Home 09/02/06

Glenhomes Residential Home 05/05/05

Glenhomes Residential Home 16/11/04

Glenhomes Residential Home 30/07/04

Glenhomes Residential Home 10/03/04

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

CARE HOMES FOR OLDER PEOPLE Glenhomes Residential Home Greenmount Lane Heaton Bolton Lancashire BL1 5JF Lead Inspector Rukhsana Yates 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 Glenhomes Residential Home DS0000009286.V308227.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. Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Glenhomes Residential Home Address Greenmount Lane Heaton Bolton Lancashire BL1 5JF 01204 841988 01204 843854 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) Mr David Anthony Hughes Mrs Glenys Hughes Mr David Anthony Hughes Care Home 21 Category(ies) of Dementia (1), Old age, not falling within any registration, with number other category (20) of places Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The service should employ a suitably qualified and experienced manager who is registered with the Commission for Social Care Inspection. 9th February 2006 Date of last inspection Brief Description of the Service: Glenhomes Residential Home is a care home providing personal (residential) care for older people. It is a large converted, semi-detached building, built on four floors (the fourth floor is not used by residents), with a passenger lift provided. There is a lawned area with mature borders and a patio area to the front of the building and parking space at the rear entrance to the home. The home has 21 single bedrooms one of which three have en-suite facilities. The home has 2 comfortable lounge areas with separate dining room facilities. Mr & Mrs Hughes owns the home. Mr Hughes is nurse qualified holding both the RGN and RMN nursing qualifications and also NVQ 4 Care Managers Award and is the registered manager. He manages the home with his son, Mr M Hughes, who is applying to become the Registered Manager. Mrs Hughes is also nurse qualified (RGN). Mr & Mrs Hughes also own a second care home for older people in Bolton, Glenbank Residential Home. Weekly fees are from £345 to £365 as at February 2007. Additional charges are made for hairdressing and newspapers or magazines. The provider makes information about the service available to residents or their relatives in the form of a Service User Guide and Statement of Purpose. Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection was unannounced and carried out over the course of a day, with a total of 8 hours spent at the home. During the inspection, discussions took place with four residents on their own, two staff members, two visiting relatives and the manager. Several people completed comment cards to give their views of the home. Comment cards were received from four residents, four relatives and two GPs. A meal was taken with the residents, and half of the inspection time was spent watching the way in which staff supported residents, and in talking with them on their own and in groups. Paperwork was looked at that related to the care and safety of everyone living or working at the home. The inspection covered all of the key standards. These standards cover moving in, the care provided, routines and social activities, complaints and protection, comfort, safety and cleanliness, how staff are employed and trained, and how the home is managed. What the service does well: Residents feel they are well looked after and that they are treated with respect, describing good care and support. One example of positive comments was “The carers are considerate and sensible. They don’t talk down to me”. There is a satisfactory range of activities that residents appreciate and enjoy. Residents have choices about how they spend their time. As one resident said, “you have a choice about what you want to do”. All the comments from residents showed that they enjoy their meals at the home and are always given choices at mealtimes. A typical comment was “the food is very good. They know what I like.” Residents and relatives have confidence in the manager to properly deal with any problems they may have. Residents are happy that the home is clean and comfortable and like the improvements taking place through redecoration. The staff enjoy working here because they get good support and training. The manager always carries out checks on staff before they can start working at the home. Residents like the fact many of the carers have worked there a long time and have got to know them. The home is well run and managed, and the owners and manager are keen to keep making improvements for the benefit of the people living there. Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 6 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. 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. Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 7 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 Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 8 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): Standard 3: Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Standard 6 does not apply as the home does not provide intermediate care. Each person considering moving to Glenhomes has their needs assessed, and is given information about the home before admission. The admission process ensures that those new to the home know what to expect of the service from the outset. EVIDENCE: A member of the management or a senior staff member visits each prospective resident to assess their needs. The manager considers the available information from the social worker, talks to the prospective resident and completes assessment documentation. If the prospective resident is privately funded, most of the information is gained through liaison with family members. The resident or their relatives can visit the home at any time to have a look around. Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 9 Prospective residents are offered an introductory visit if this is feasible. Residents or their relatives are given a copy of Statement of Purpose and Service Users’ Guide. Records showed that a pre-admission assessment form is completed that covers areas such as medication, physical health, social and mental health. The file of a resident recently admitted to the home showed that the initial assessment was used to develop a care plan and that a contract was in place. Feedback from residents and relatives indicated that they were appropriately involved in the assessment and considered the home was able to meet their needs. A relative confirmed that she was satisfied with the admission process and said, “I looked at several homes for Gran. I spoke to staff here and knew this was it. It is welcoming and I was involved in the care plan. We are more than happy.” Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 10 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 and 10: Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents’ health and personal care needs are being well met, due to the competence of staff and good communication systems, but this is not always reflected in written care plans and reviews. Residents’ wellbeing is promoted through attention to physical and psychological health matters and safe medication arrangements. The ethos of the home results in residents feeling they are treated with respect and their right to privacy and dignity is upheld. EVIDENCE: Three care plans were examined for residents with differing needs. They contained a range of assessment information including personal and health care needs, falls and mobility assessments, dietary requirements and risk assessments in key areas. Care plans were reviewed monthly. Staff complete a further assessment with the resident or their relative, entitled “Lets Work Together”. This covers a wide range of topics relating to personal likes and dislikes and preferred routines. Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 11 Two areas for improving the records were identified. The care planning information relating to residents with a degree of confusion or dementia should include guidelines for staff so that they are able to respond appropriately. The deputy manager demonstrated sensitivity and skill in this area, and observations highlighted that further training for care staff may be of benefit to some service users. This is recommended under staff training (Standard 30). Monthly reviews should be properly dated and care taken to ensure changes are properly reflected. It was noted that, in terms of outcomes for the service users concerned, the changes had been positive, for example, pressure areas had been successfully treated and weight gain achieved, but the records did not show this. Accurate review information can then be used to ensure that subsequent care planning and instructions for staff are clear. Staff work well together and pass information from one shift to the next verbally and in daily reports.. It was clear from observations and discussions that the manager and staff have a good knowledge of the needs of residents and were able to respond to them in a caring and reassuring manner. Residents and relatives were positive about the staff and the quality of care. . Inspection of the care files identified that residents have access to health care professionals, such as dentists, opticians, chiropodists and district nurses. All health care professionals’ visits are recorded, together with any action that needs to be taken. Residents feel their health care needs are well met, and said that doctors’ visits are arranged without delay if they or staff have concerns. The correct procedures were followed in managing medication. Records of medication were accurately completed and secure storage arrangements in place. The manager and senior staff are responsible for the administration of medication and all have received relevant certified training. A trained member of staff is always available should a resident need medication at any time. The aims and objectives of the home stress the importance of treating residents with respect and dignity. The ethos is promoted by the owner and manager and was in evidence throughout the day of the inspection. Residents were taken to the toilet without having to wait, toilet doors were closed and staff knocked on bedroom doors before entering. Relatives confirmed that they were satisfied with the staff’s manner and attitude towards the people they visited. Visitors to the home reported a warm welcome and open atmosphere. It was evident that residents were able to meet with their family and friends in the privacy of their own rooms. Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 12 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): Standards 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. Residents are encouraged and supported to exercise choice in their daily routines in relation to lifestyle, meals and activities. EVIDENCE: Residents confirmed that staff respect their choices in terms of daily routines, such as rising and retiring times, and where they wish to spend their time during the day, use of their room, what to wear and whether or not to take part in social activities. They also confirmed that staff take the time to chat with them individually, and that activities take place regularly. There is a timetable of activities displayed that includes arts and craft, bingo, films and exercise. Residents were looking forward to better weather so that trips out could be organised. The manager has recently introduced a record of activities intended to show levels of participation and benefits to residents. This information can then be considered when carrying out monthly reviews. Residents felt that the home meets their religious needs. Monthly communion is offered, and a monthly non-denominational church service has recently commenced. Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 13 Good use is made of community facilities, and residents who are able to go out either by themselves, or with support, are encouraged to do so. The home has open visiting times and visitors said they are always made to feel welcome and are kept well informed about matters relating to their relative’s care. In respect of meal provision, the menus are varies and nutritious. The cook is suitably qualified and demonstrated a very good knowledge of individual resident’s likes and dislikes, and provision of special diets. The week’s menu is displayed in the hall, and the day’s menu on each table in the dining room. Lunch was taken with residents and provided evidence of satisfaction with the choice, and quality of meals. Residents said “Its very nice, we’ve no complaints about the food here.” They also confirmed that they are regularly offered drinks throughout the day and have a supper of their choice if they wish. The dining room was clean and nicely decorated and furnished. Those requiring assistance with their meals were provided with help and sensitive encouragement from staff. Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 14 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): Standards 16 & 18: Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents feel able to air their views and are confident that the manager and staff will listen and respond to their satisfaction. Written guidelines and training arrangements help to ensure the protection of residents from abuse. EVIDENCE: A complaints procedure is in place that is included in the service user guide and statement of purpose. The home has a complaints book that indicates that no complaints have been received internally or by the Commission for Social Care Inspection during the last 12 months. All the residents consulted said that if they had any complaints or concerns, they would feel able to speak to staff members or the manager, and that they would be listened to and taken seriously. Residents’ and relatives’ comment cards also indicated that they aware of the home’s complaints procedure. A procedure for responding to allegations of abuse was available in addition to the Bolton Safeguarding Adults policy. Training records indicate that half of the staff group have received training in this area, with the remainder nominated to attend courses, and the manager has discussed protection issues with staff to ensure that all care staff have a good understanding of what constitutes Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 15 abuse and the procedures to be followed in the event of allegations being made. Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 16 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): Standards 19 & 26: Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is clean, reasonably decorated and maintained, with ongoing improvements ensuring that the environment is comfortable and homely. Although no hazards were in evidence, fire safety records need to be kept up to date to show that the right checks have been carried out to ensure a safe environment at all times. EVIDENCE: The manager highlighted continuing environmental improvements such as bedrooms being redecorated in consultation with residents. Plans for future work include the provision of an additional assisted bath, and work on the garden to create a better outdoor area for residents’ use. Residents consulted were very pleased with the environment and several residents and relatives commented on the good standards of cleanliness in the home. A range of aids and adaptations are in place for residents who need them. Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 17 Suitable infection control measures were being utilised by staff, including liquid soap, paper towels, aprons and gloves. All staff have received fire safety training as part of their induction. The last fire safety inspection took place in 2004, and confirmation received that matters identified during that inspection have been addressed. There was evidence that fire and nurse call equipment are subject to quarterly checks, but the weekly checks required in respect of means of escape, the fire alarm system and emergency lighting were last recorded in October 2006. The manager recognised the need to address this shortfall. Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 18 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 excellent. This judgement has been made using available evidence including a visit to this service. Staffing levels ensure that the needs of residents are being met. Good staff training opportunities and robust recruitment procedures help to ensure that residents are protected and well cared for. EVIDENCE: The manager and three care staff are on duty through the day and evening. Two care staff are on duty through the night, and the home employs two cleaners and a cook. As a result of low staff turnover, residents feel the staff members have come to know them. Observations were made during the inspection of staff treating residents with respect and being sensitive and responsive to their individual needs. Discussion and staff records confirmed that all staff receive the mandatory training they need to work safely. This includes training in moving and handling, first aid, food hygiene and medication. Over 50 of the staff have achieved the NVQ qualification at Level 2 or above, with the remainder working towards this. Staff recruitment files showed that safe recruitment and selection practices are followed in line with the home’s procedure. These included receipt of two Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 19 satisfactory references, Protection of Vulnerable Adults (POVA) and Criminal Record Bureau (CRB) checks and completion of application forms. All staff members are provided with a contract and terms and conditions of employment and issued with the General Social Care Council Code of Practice. New staff are supported through a comprehensive induction programme. The Induction and Training record has been developed as a pathway to NVQ qualifications, takes place over four weeks, and covers a good range of topic such as Health and Safety, care, policies, relationships, role and setting. Residents spoke highly of the manager and staff, and the staff team itself was stable with good morale and teamwork reported to be in place. The manager is well supported by the Deputy Manager, who demonstrated a high level of experience and competence in her role. One relative said “She is so calm and professional and I feel so safe with her. She is a credit to this place.” The manager, deputy and staff consulted clearly had a good knowledge of the personalities, preferences and care needs of the residents and expressed a strong commitment to providing a good quality of care. Examples of residents’ comments were, “They know me well and what I like”; The carers are considerate and sensible. They don’t talk down to me”; “They make it a good atmosphere. It’s a delightful place”. Supervision and appraisal records showed that the manager covers a range of areas in individual discussions with staff. These include training, performance, job satisfaction and other issues arising for the staff member concerned, including evaluations of training undertaken. Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 20 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): Standards 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 home is well managed, ensuring that residents receive a good standard of care. A system is in place for ensuring continuing improvement, based on the views of residents and others. EVIDENCE: The manager has fostered a warm and friendly atmosphere in the home, and an open approach that is appreciated by staff and residents. Each person consulted felt the manager listens, has a clear belief in choice and good quality of life for residents, and is supportive. The General Manager has completed the NVQ4 and is applying to become the Registered Manager. The home has a Quality Assurance system in place. This consists of questionnaires distributed to residents, relatives and visiting professionals. Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 21 Records show that the feedback received is collated and analysed. The results are summarised and kept in the entrance hall for residents and visitors to see. Residents’ personal finances were checked. Only senior staff have access to residents monies. A safe system and a clear and simple record of credits, debits and balances is maintained. Health and safety matters are properly addressed, with current certificates seen in respect of electrical installations, gas appliances, portable appliances, water testing and the lift. Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 22 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 X X 3 X X X HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 2 STAFFING Standard No Score 27 3 28 4 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 4 X 3 X X 3 Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 23 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. 1 Standard OP7 Regulation 15 Requirement To ensure that service users’ changing needs are monitored and met, care plans must be updated following review. To ensure that fire risks are minimised, weekly fire safety checks of means of escape, fire equipment and emergency lighting must be carried out and records maintained. Timescale for action 01/05/07 2 OP19 23 (4)(c) 19/03/07 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 OP30 Good Practice Recommendations The registered person should make arrangements for all care staff to receive training in supporting people with dementia. Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Bolton, Bury, Rochdale and Wigan Office Turton Suite Paragon Business Park Chorley New Road Horwich, Bolton BL6 6HG 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 Glenhomes Residential Home DS0000009286.V308227.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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