Inspection on 29/09/08 for Greycliffe Residential Care Home

This inspection was carried out on 29th September 2008.

CSCI found this care home to be providing an Good service.

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

Extracts from inspection reports are licensed from CQC, this page was updated on 29/01/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Greycliffe Residential Care Home Lower Warberry Road Torquay Devon TQ1 1QY     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Stella Lindsay     Date: 2 9 0 9 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 27 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: Greycliffe Residential Care Home Lower Warberry Road Torquay Devon TQ1 1QY 01803292981 01803292102 greycliffe@btconnect.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Marian Patricia Salter Type of registration: Number of places registered: Greycliffe Limited care home 25 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is 25. The registered person may provide the following category of service only: Care home only - Code PC to service users of either gender whose primary care needs on admission to the home are are within the following categories: Dementia aged 65 years and over on admission (Code DE(E)) Old age, not falling within any other category (Code OP) Date of last inspection Brief description of the care home Greycliffe is a detached house in a quiet residential area, about half a mile from central Torquay. The home is registered to provide care for up to 25 elderly people over the age of 65, who may have a dementia. There are 23 bedrooms, 19 of which have en suite toilet facilities, and some others have a private bathroom adjacent. Seven of the bedrooms are on the ground floor. There is a stair lift to the first floor. There are five Care Homes for Older People Page 4 of 27 Over 65 25 25 0 0 Brief description of the care home further steps to some of the bedrooms. There are two communal bathrooms, one with a walk-in shower, and one with a bath with a hoist, as well as a shower cubicle. There is easy access to the patio and the pleasant secluded garden. There is parking for visitors. The home has a vehicle to provide transport for residents. At the time of this inspection, fees ranged from £450 to £540, depending on the room and facilities, and care needs. A lower rate for respite care may be arranged. Care Homes for Older People Page 5 of 27 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating for this service is two star. This means the people who use this service experience good quality outcomes. This inspection took place on Monday 29th September 2008, between 10am and 5:30pm. Prior to the unannounced inspection we sent questionnaires to people who live at the home, and to people who work there. Six residents and four staff completed and returned these. The Manager sent us their annual quality assurance assessment (AQAA) when we Care Homes for Older People Page 6 of 27 asked for it. It was very full and clear and gave us all the information we asked for. The AQAA is a self-assessment that focuses on how well outcomes are being met for people using the service. It also gave us some numerical information about the service. During our visit we spoke to six people who use the service, the Registered Manager, one of the former service providers, and three other staff members. We spoke to staff about residents care, looked at records, and met with residents in their privte rooms and in the lounge and made observations if they were unable to speak to us. We also shared a meal in the dining room. We looked at staff recruitment records, training records and policies and procedures. We did this because we wanted to understand how well the safeguarding systems work and what this means for people who use the service. What the care home does well: What has improved since the last inspection? What they could do better: The team had worked hard to maintain and improve the service. The Manager told us of her plans to make further progress with training for staff with respect to person centred care and knowledge of good practice in care for people with dementia. No requirements were made at this visit, but four good practice recommendations. Risk assessments had been carried out with regards to moving and handling, mobility and pressure areas. However, it had not been carried out in order to help people continue activities that they enjoy that put them at risk of potential harm. Consultation should take place and be recorded, of how to enable the person to continue their preferred activity, with arrangements in place to maintain reasonable safety. In-house instruction for staff had been provided on the homes own policies and procedures with regard to the protection of vulnerable adults, and their rights and duties under the whistle-blowing policy. It would be good practice to enable the staff to attend external training that is available on safeguarding, to be sure of their full awareness. The home owner had plans for the improvement of the building, including building a conservatory. It would be good practice to implement this promptly, in order to provide sufficient space and choice of social spaces for the residents. The new home owner had made arrangements to provide good support for the Registered Manager in dealing with home management and safety. It would be good Care Homes for Older People Page 8 of 27 practice to regularise this arrangement, in order to ensure the continued good running of the home. If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 9 of 27 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 27 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Good information is provided to help prospective residents decide whether to move to Greycliffe, and care needs are fully assessed before accommodation is offered. Evidence: Prospective residents and their families had been given information about the organisation of the home in a brochure, a Statement of Purpose, and a Service User Guide. These had been reviewed and up-dated to keep them accurate, and were available in large print when required. The Manager had visited prospective residents in their own home before offering admission, as part of the assessment. She had taken a colleague with her, to give them a better understanding of the person. She had not made a detailed record of these visits, but agreed during the inspection to start again to use a pre-admission assessment format that had previously been used for this purpose. When appropriate, Care Homes for Older People Page 11 of 27 Evidence: the Manager had involved other professionals in the assessment, including a Community Psychiatric Nurse. The persons capacity to make decisions for themself had been considered. Reports had been gathered from the hospital before a residents discharge. We met two people who had recently moved to Greycliffe. One confirmed that they had been to visit before they moved in. The other was due to go home following a short stay, and was looking forward to coming back to visit residents in the home. The Manager told us that, Prior to admission a draft contract is issued so that the person or their family may view our conditions prior to making their decision. She had informally told them of the outcome of her assessment that the home was able to meet their needs, followed by confirmation in writing. Care Homes for Older People Page 12 of 27 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Care needs were assessed carefully, and careful records kept, so that it could be seen that needs were met consistently. Medication was administered carefully, to promote good health for residents. Evidence: Each resident had their care needs documented, which was clearly developed from the assessment of their needs. These were seen to cover mobility, continence care, and bathing requirements, as well as nutrition and emotional well-being, and had been reviewed monthly by Senior staff. Staff wrote in the daily records during every shift, that is - three times a day, morning, afternoon and night-time, however, many of these simply said - no problem, or no change to report and were not signed. These could be developed more usefully, to keep staff informed. The Manager was introducing story life books for those residents who would appreciate this, to help with their failing memory. Not all residents had useful information yet in their personal history, and it was planned to make further progress, where possible with help from family and friends. Care staff kept a record in each residents bedroom, showing tasks Care Homes for Older People Page 13 of 27 Evidence: that had been done. A sample of these were examined, and seen to be up to date and to include skin care and drinks given. There was a good record of visits from District Nurses, Social Workers, chiropodists and a physiotherapist, and a record of visits from Community Psychiatric Nurses to a resident who had been suffering distress, and was seen to be making progress. Moving and handling requirements had been assessed, and correct equipment was seen to be in place. There had been a resident who was considered to be at risk of leaving the premises, with the potential of coming to harm. A risk assessment was needed to show what could reasonably be done to assure the persons safety while enabling them to enjoy the garden. The home had a concise and clear policy on the safe administration of medication. Any staff involved in administration of medication had been employed for at least six months, and received in-house and external certificated training, to ensure their competence and the safety of the residents. Further training had been booked for Senior staff on the reasons for patients to take medication, and possible side effects to watch for. Records were examined and found to be accurate. Where a resident had been assessed as capable of looking after certain of their medication, this had been recorded. The GP had been consulted when it was found helpful to a resident to crush their tablets to help them swallow. We saw staff treating residents with respect throughout the visit. One resident said, The staff have many different problems to cope with but they manage beautifully obviously have the right temperament. Care Homes for Older People Page 14 of 27 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents preferences are considered in the daily running of the home. Activities are offered that are suitable to engage residents with differing interests. The quality and variety of the meals served is very good. Evidence: The home offers residents a choice of when they get up, have breakfast, bathe, and whether they spend their day in their room or in the lounge. It was seen that more independent residents tended to spend more time in their rooms, but most came to the dining room for lunch. Three residents regularly stay up together till 9 or 10pm. Staff said that it is more relaxed, and there is more time to chat with residents. Chatting and manicures were included in the activities record. Games and puzzles had been found not to be very successful. Entertainers were engaged once or twice a week. The previous week, there had been a first session of Music for Health. Films had been shown on Sunday afternoons. Staff confirmed that they have time to take residents to the garden, when the weather allows. Staff also lead a regular group in bingo, with big cards, which they enjoy with a glass of sherry. Residents told us that their friends and relations visit and had taken them for trips out. The Manager told us that in the event of a resident being seriously ill, they are able to accommodate a Care Homes for Older People Page 15 of 27 Evidence: relative overnight. Breakfast cards are kept in the kitchen, so that each residents particular requirements can be met daily, with precise details, for example, of how and when they like their tea. The cook had met with new residents to discuss their preferences and any dietary needs. She said that ommelettes and salads are always available as an alternative to the main dish at lunch time, as are chicken and ham. During this visit, steak and kidney pie was served for lunch, with fresh vegetables. One resident told us that he had seen the menu on display in the hall. Another said she usually forgets to look, but is confident that she will enjoy what is served. Fruit and ice cream were offered as well as a hot pudding. Care Homes for Older People Page 16 of 27 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents are protected from potential harm by competent and aware staff. They can be confident that any complaint will be fully investigated. Evidence: The Complaints procedure was displayed on the notice board in the entrance hall. The Manager said that she planned to produce a copy in large print for each room, to ensure that residents and their visitors would be aware. A suggestion box was also available for anonymous comments of any sort. The CSCI had not received any complaints or concerns with respect to Greycliffe. A staff member said that she would support a resident to take their complaint to the Manager, if she became aware of any problem or dissatisafction, which she had not. Staff had received in-house training in order to be aware of signs of potential abuse in order to act quickly in accordance with the homes policy on abuse. The managers had also reinforced and promoted the Whistle blowing policy through in-house training, to make staff feel more secure if they had concerns to raise. The Manager and one Senior Carer had attended external training. This should be sourced for care staff. The homes insurance covered loss or damage to residents money and valuables. There was a laundry policy, which required staff to replace any item that they damaged through carelessness. Managers had been on training with respect to the Mental Capacity Act 2005. They now included assessment of capacity for decision making in the homes pre-admission Care Homes for Older People Page 17 of 27 Evidence: assessment. They had called for professional assessment when they were concerned about a residents capacity to make certain decisions in their private life. They were aware of how to access a Best Interest Assessor if this became necessary. There was a restraint policy, which identified the unacceptability of restraints of all kinds. The need for risk assessment has been recorded in standard 8. Care Homes for Older People Page 18 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Greycliffe provides a safe and comfortable home for the residents. Evidence: Greycliffe is an elegant house, well maintained and in a good state of decoration. There is a pleasant and secluded garden, with footpaths around the edge and a patio that is easily accessible for wheelchair users. The lounge and dining room are joined as one large room. It is comfortably furnished, with windows looking on to the garden. However, this arrangement does not give choice in social areas. Currently most of the more independent residents normally choose to return to their rooms after meals, except when there is a social event to join. The Manager told us that the home owner had plans to provide a conservatory which would provide an attractive separate sitting area. Residents had a choice of accessible bath or shower. The temperature of water in hot taps was controlled to preent any risk of scalding, and had been checked by a plumber to maintain safety. Some bedrooms were on the ground floor. When one of these became available, it would be offered to residents occupying first floor rooms, whose mobility had Care Homes for Older People Page 19 of 27 Evidence: deteriorated. There was a stair lift to the main part of the upper floor, and five further steps to some bedrooms. The home owner had plans to install a shaft lift, which would give easier access to most of the house. We saw that bedrooms had personal touches; we go with what they like, said a senior carer. Bedroom doors had locks for privacy that could be easily opened by staff in an emergency. One newly provided en-suite toilet was needing a suitable lock to be fitted. As the home accomodates residents with dementia, the Manager should monitor the need to provide alarms for bedroom doors that can be activated by night. These would alert the one awake Night Care Assistant if the person should leave their room, to assure their safety. The homes Infection Control policy had been reviewed with reference to professional guidelines, their systems had been professionally audited, and staff training provided. This home has an excellent reputation for being spotlessly clean, as confirmed by residents on the day and in surveys. Laundry facilities include a commercial washing machine with sluice and thermal disinfection abilities, a new tumble drier, and a system of coloured laundry bags to provide for separation of different categories of items to be washed. Care Homes for Older People Page 20 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents at Greycliffe benefit from a stable group of staff, who are well trained and supported, and have a good aptitude for their work. Evidence: A written rota is kept, which shows that as well as the Manager who works from Monday to Friday, there is a Senior on duty from 8am till 10pm every day, three care staff to work with them from 8am till 6pm, and two through the evening. At night, there is one awake Care Assistant, and one on sleeping-in duty. This level of staffing was seen to be sufficient to meet the residents needs, by the quality of care that was consistently given. A resident said, the staff are all nice, without exception, and available. People said they did not have to wait long if they used the call bell. Catering and housekeeping staff were employed seven days per week, and there was a regular gardener. Staff retention had been good, which is important for maintaining quality of care and good relationships between staff and residents. Progress with National Vocational Qualifications was continuing. The Manager told us that two further staff were engaging in this training, which will bring the number of qualified staff to 12 out of 19. Two of the Senior staff are qualified assessors. Staff are paid an increment on achievement of these qualifications. Care Homes for Older People Page 21 of 27 Evidence: We examined the files of two recently recruited staff. All checks had been made to ensure protection of residents from potential harm. All staff are issued with the General Social Care Councils Code of conduct, which had been incorporated into the homes own code of conduct. The Manager told us that applicants are expected to work a shadow shift before they are offered a post, so that their aptitude and ability to relate well to residents and team members may be assessed. She said that feedback is sought from the applicant, the experienced staff member, and the residents. It is good practice to involve residents in this way. The Manager supplied us with the homes training schedule, which recorded the staffs achievements, and highlighted when mandatory training would need to be up-dated. This showed that training effort this year had been on Infection Control, and all kitchen staff and some carers had received training in Food hygiene. The majority of care staff had been training in the safe handling of medication, dementia care, and issues around bereavement and death. Staff were satisfied with the training and support they were given - they are good at keeping training up to date. The Manager said they intend to research further information, advice and training with respect to dementia care. Care Homes for Older People Page 22 of 27 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home was being well run in the best interests of the residents. Evidence: This is the first inspection under new registration. Mr Nathan Ost established Greycliffe Ltd in November 2007, with himself as Responsible Individual for the company. He has experience in managing care homes and is Responsible Individual for two other Ltd companies. Mrs Marian Salter is the Registered Manager. She is experienced in managing care within the home, and is working towards the Registered Managers Award. Her new job description arrived during this inspection, defining satisfactorily her authority to carry out her responsibilities in the home. Mrs Salter is supported in her role by the former service provider, who is carrying out the visits to the home on behalf of the company, in accordance with regulation 26, and had had written the reports as required. These were discussed with Mr Ost and Mrs Salter during monthly meetings at the home. This arrangement was seen to be working well. It would be good practice to make this a regular arrangement, in order to assure the continued Care Homes for Older People Page 23 of 27 Evidence: good running of the home. Quality assurance systems were being put into practice. Surveys had been sent out. Mrs Salter told us that she had visited residents each week to gather views in confidence, and had spent time in the lounge as a fly on the wall, to observe residents experience. Business planning and budget planning were ongoing. The management team were conducting three monthly budget meetings in order for Mr Ost to implement satisfactorily the planned improvements to the building. Staff confirmed that they had attended staff meetings. There had been general meetings, and those specifically for housekeeping staff, and for night staff. The Manager met every week or fortnight with her Senior Carers. A staff member in a survey said, the Manager can be approached at any time in an informal or formal way for support and advice. Mrs Salter had used the homes disciplinary process in a positive way, to enable a staff member to improve their performance. All staff had a six monthly appraisal, and care staff had supervision sessions on a two-monthly basis, but more frequently if there was a need. We saw records to support this. The home was awarded the Investors in People Award in 2006. Safe working practices were seen to be in place. All staff had received fire safety training. The fire safety policy had been reviewed, and the former service provider was compiling a new set of plans to submit to the Fire Safety department. Staff had received training in Moving and Handling, including domestic staff. The training schedule showed when up-dates would be required. Care Homes for Older People Page 24 of 27 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 25 of 27 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 8 Risk assessments should cover any activity that a resident enjoys, that has potential for harm, in order to agree methods of maintaining reasonable safety. External training in Safeguarding Vulnerable Adults should be made available to staff. Recommend prompt progress with plans to provide sufficient communal space and a choice of social areas. It would be good practice to regularise the management arrangements in place at the time of this inspection, in order to assure the continued good management of the service. 2 3 4 18 20 31 Care Homes for Older People Page 26 of 27 Helpline: 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 We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 27 of 27 - 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!