Inspection on 29/01/07 for Hall Lane Resource Centre

This inspection was carried out on 29th January 2007.

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

Hall Lane Resource Centre 27/04/07

Hall Lane Resource Centre 16/02/06

Hall Lane Resource Centre 09/09/05

Hall Lane Resource Centre 16/12/04

Hall Lane Resource Centre 18/06/04

Hall Lane Resource Centre 29/03/04

Hall Lane Resource Centre 20/01/04

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

CARE HOMES FOR OLDER PEOPLE Hall Lane Resource Centre 157 Hall Lane Baguley Wythenshawe Manchester M23 1WD Lead Inspector Andrea Morris Unannounced Inspection 29th January 2007 11.45a 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 Hall Lane Resource Centre DS0000033105.V326731.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. Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hall Lane Resource Centre Address 157 Hall Lane Baguley Wythenshawe Manchester M23 1WD 0161 945 7609 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) Manchester Children, Families and Social Care James William Gabrielides Care Home 10 Category(ies) of Dementia (0), Dementia - over 65 years of age registration, with number (0), Mental Disorder, excluding learning of places disability or dementia - over 65 years of age (0), Old age, not falling within any other category (0) Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The home provides respite care only for a maximum of 10 service users at any one time within the following categories: old age (OP), older people who require care by reason of dementia (DE(E)), older people who require care by reason of their mental ill health (MD(E)) or adults, aged 60 years and over, who require care by reason of early onset dementia (DE). The Statement of Purpose must be maintained in line with the requirements of Schedule 1 of Regulation 4(1) of the Care Homes Regulations. The Statement must be kept under review and updated. Any changes to the home’s purpose must be agreed with the National Care Standards Commission prior to implementation. The staffing arrangements at the home must be maintained in line with the minimum levels set out in the guidance published by the Residential Forum, `Care Staffing in Care Homes for Older People` . This must be reflected in the Statement of Purpose. The home must be managed at all times in accordance with the guidance and regulations issued in respect of homes for older people by the Secretary of State for Health under Sections 22 and 23(1) of the Care Standards Act 2000. The organisation must, at all times, employ a suitably qualified and experienced manager who is registered with the Commission for Social Care Inspection . The matters detailed in the schedule of requirements attached to the Notice of Registration must be completed within the stated timescales. 16th February 2006 2. 3. 4. 5. 6. Date of last inspection Brief Description of the Service: Hall Lane Assessment/Respite/Outreach (ARO) Unit provides care for a maximum of ten residents at any one time. The unit accommodates older people who suffer from mental ill health. The average stay for each resident is two weeks. Residents in receipt of rotational care are accommodated for approximately 40 nights within a 12-month period. However, this arrangement is flexible to meet the changing needs of those who use the service. The unit is located on the first floor of a large two-storey building, which was originally a purpose built residential home for older people. A covered walkway known as the link has been built to connect this building to a large single storey centre for older people, who provide day care facilities for adults with mental health problems, and staff teams who provide a variety of outreach domiciliary services within the community. Residents at Hall Lane have access Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 5 to the day centre. The Assessment/Respite unit takes up approximately half of the two-storey building. Hall Lane Day Hospital for older people with mental health is also located in the ARO Unit, but this does not directly affect the unit’s services. The centre is located in Baguley, directly opposite a new development of shops and apartments next door to Baguley Hall. The area has a good range of all the usual services, including shops, public houses, health services etc. A large hypermarket is located approximately 35 minutes away. Wythenshawes main shopping centre is 10 minutes drive away. The centre is surrounded by gardens and there are parking facilities for approximately 20 cars. Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 6 SUMMARY This is an overview of what the inspector found during the inspection. This was the key unannounced inspection site visit carried out to the home as part of the inspection process. The inspection lasted 7 hours. During the inspection the inspector spoke with staff, the manager and some of the current residents. A selection of documentation including complaints log, care files, staff personnel files and certificates relating to fire and health and safety. What the service does well: What has improved since the last inspection? What they could do better: Urgent attention to care planning and risk assessment formation must be completed to ensure residents’ needs are being met safely. Medication practices were not safe and potentially place residents at risk of harm. Complaints were not managed and not recorded to a satisfactory standard. This practice must be addressed to ensure safety for residents is provided. Fire safety measures must be put in place to ensure safety is maintained for all who work and live in the home. Fire alarm checks must be carried out regularly as required. Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 7 Areas identified as needing re-decoration have been identified in the report and must be addressed to ensure the environment are safe and pleasant for all residents. Staff should receive regular recorded supervision to assist them in the work and to make sure they understand residents needs and continue improvement in work practices. 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. Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2, 3, 4, 5, 6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents needs were assessed prior to admission, this assists in ensuring that residents care needs can be met. EVIDENCE: A Statement of Purpose was available but this had not has not been reviewed since 2005. A requirement has been made to ensure the Statement of Purpose reflects the details as required in the National Minimum Standards. The Service User Guide did not provide clear information to potential residents about the home and the facilities available. The format was not suitable for the particular client group. During the inspection the manager stated that a review of both the Statement of Purpose and Service User Guide was to be implemented. Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 10 Residents did not receive a copy of a written contract that determines the care that they would receive. All residents were assessed by the care co-ordinators. The pre admissions agreement relating to the last two recent admissions to the home were viewed and found to lack detail of what care needs were required for each resident. The documentation was confusing and did not record all care needs of the residents appropriately. Any potential resident was able to visit the home prior to coming to stay for respite if they choose. If they prefer, potential residents could stay for a meal to try out the service before making any decisions. The home does not provide intermediate care. Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9, 10, 11 Quality in this outcome area is poor. This judgement has been made using available evidence including a visit to this service. Care plans and risk assessments were not completed to identify the residents care needs, this had the potential to place residents at risk of harm. EVIDENCE: A selection of care files were viewed during the visit. They included the files of the two newest residents to be admitted to the home. It was noted through observation and discussion with staff that there was a lack of understanding on how to complete the current care documentation. Staff using the forms for care planning and risk assessment have never received training in the new documentation and consequently care plans and risk assessments were not completed to reflect care needs of each resident. In the case of one resident, no formal care plan was in place to identify how the care needs of that particular resident were to be met. Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 12 Staff who spoke with the inspector identified that they were determining care by ongoing assessment of the residents during their time in the day centre but no actual recordings were noted to be made of their assessments. Due the resident’s mental health needs it was not possible for the inspector to gain information on how they felt their needs were being met. Risk assessments had not been completed and there were no specific mental health assessments to correspond with the general health assessments. The medication system was viewed and it was noted that fridge temperatures were not being recorded as required in the pharmaceutical guidelines relating to the safe storage of medication. The fridge was found to be unlocked and in a communal area. Several medication belonging to residents who were no longer residing in the home were found in the medication trolley. These were removed and destroyed during the inspection. There were several creams found that did not have residents details on. Medication received into the home was not been recorded. During the tour of the home it was noted that residents appeared settled and happy. There was much interaction with the staff and the rapport was noted to be relaxed and comfortable, residents responded to staff well although communication was restricted/limited due to the resident’s own ability. Staff have recently received training in care of the dying provided by Manchester City Council. Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 13 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. Activities were made available to the residents and this assists in providing residents with the opportunity to lead socially balanced lifestyles as they prefer. EVIDENCE: The home operates an open visiting policy. Relatives were able to come any time to see their family member. Residents were able to receive their visitors in private if they wish. Residents were able to spend their day in familiar surroundings and some of the residents as well as receiving care when not accomodated visited the day centre on a daily basis and were able to gain confidence through being able to spend time with the staff before admission to the residential service. There were many activities provided for the residents if they choose to participate in social activities include, art and craft, outings Tai Chi, sing along, games and quizzes. An activities plan was available which was subject to Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 14 change depending on the resident preferences. Staff were seen during the visit to spend time with residents in groups playing games of their choice or some preferred to spend time chatting to staff members. Residents were able to continue practising any cultural or religious beliefs as they choose assisted by the staff. This ensured that they remained in contact with the relevant people in the community to make sure their cultural needs were being met. Currently none of the residents had identified to the staff their wish to participate in religious services. The menus seen were found to be well balanced and provided choice. Residents were able to make additional choices if they prefer. Meals in the day are served in the main dining area of the day centre. The food fridge was checked although stocked appropriately it was noted that there was no thermometer to carry out daily fridge recording to monitor food safety. Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 15 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 adequate. This judgement has been made using available evidence including a visit to this service. Complaints management was not good and complaints were not recorded to ensure the appropriate outcome has been reached. This potentially places residents at risk of not being listened to. EVIDENCE: The complaints procedure was seen and it was noted that although the procedure was adequate it was not being followed appropriately. The complaints file contained details of one complaint that had no record of an investigation being carried out and there were no suitable outcome listed. The other correspondence included a response to a complaint but the complaint had not been recorded nor was there any details of what investigation had been completed. There have been no complaints received by the Commission for Social Care Inspection. The home displays details of advocacy agencies that residents and/or their families could access independently if they choose. Residents were able to receive their post unopened. Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 16 There have been no reports of any adult protection issues since the last inspection. The home has a copy of the Manchester Adult protection policy in the main office. All staff have received training in adult protection. Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 17 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, 21, 22, 23, 24, 25, 26 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The environment must be kept under regular maintenance to ensure that it is safe and pleasant for all staying in it. EVIDENCE: A tour of the building was made. It was found that some redecoration had been carried out to some bedrooms, however there remained areas that need work to ensure a pleasant and safe environment for the residents. This includes two bedrooms identified as needing urgent redecoration. The home was found to be clean and free from any unpleasant odours. Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 18 Residents were able to bring in personal effects to assist them with settling in to the environment. Rooms were found to be of a good size and contained all the necessary equipment including wardrobe and chest of drawers. Bathrooms were maintained to a good standard. All were found to be clean and free from any unpleasant odours. Since the last inspection a new hoist had been purchased and all the staff had received training in its use. During the tour of the home it was found that two fire doors were held open, one due to the amount of equipment in the store room and a door leading to the laundry room was secured open with material placing all in the home at potential risk in the event of fire. The staff had compiled a maintenance plan to address issues relating to the home and some of the work identified and the overall plan would be kept under review. Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 19 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. Staff receive regular training in all aspects of care, this assists in promoting safe practices of care and therefore reducing risks to residents of any potential harm. EVIDENCE: A selection of staff files were viewed, there was clear records of training that the staff members had received, however evidence that staff had been screened and recruited in accordance with the policy and procedures of Manchester City Council was not available as this information was held at the head office. The staff rota was examined and found to be satisfactory, the home did not use agency on a regular basis. Eighty percent of care staff have completed their NVQ 2 in Care. There were seven care co-ordinators, six of whom had obtained the NVQ 4 in Care Award. Hall Lane Resource Centre DS0000033105.V326731.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): 31, 32, 33, 34, 35, 36, 37, 38 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Policies and procedures were in place to safeguard residents, however not all of these were adhered to. This could place residents at risk. EVIDENCE: The manager is registered with the Commission for Social Care Inspection. Staff who spoke with the inspector stated that the manager was friendly and ensured an open door policy was maintained. The home did not at present complete any internal audits to ensure compliance is maintained in relation to care practices being delivered. Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 21 Plans were in place to introduce an external audit system, which will monitor practices within the service. The home has good recordings for residents individual monies held in the office, all residents’ monies were held individually and the record sheets were maintained to a good standard. Policies and procedures were kept under regular review, staff were notified of the changes and were expected to sign the form to confirm they have read the new policy or procedure. Staff do not receive regular supervision from their line manager as required in the National Minimum Standards, records were seen for some staff supervision but they were not completed at regular intervals neither had they received the minimum of six sessions per year. The home’s health and safety certificates were viewed, it was noted that not all certificates were available for inspection nor were all up to date. The safety book was also examined and it was found that weekly fire alarm tests were not being completed as required. Staff had only received one fire evacuation training in the past 12 months, the frequency of fire evacuation training should be reviewed. Hall Lane Resource Centre DS0000033105.V326731.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 2 2 3 3 3 X HEALTH AND PERSONAL CARE Standard No Score 7 1 8 1 9 2 10 3 11 2 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 2 17 3 18 3 2 3 3 3 3 3 2 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 2 2 3 3 2 3 2 Hall Lane Resource Centre DS0000033105.V326731.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 OP1 Regulation 6(a)(b) Requirement Timescale for action 30/03/07 2. OP7 15 3. OP8 13(4)(c) 4. OP9 13(2) The registered person shall keep under review and where appropriate, revise the statement of purpose and service user guide and notify the commission and service users of any such revision within 28 days 28/02/07 (a) The registered person shall after consultation prepare a written plan as to how the service user’s needs in respect of his health and welfare are to be met. (b) The service users care plan must be kept under review and any changes in need noted. The registered person shall 28/02/07 ensure that all unnecessary risks to health or safety of service users are identified and so far as possible eliminated. The registered person shall make 28/02/07 arrangements for the recording, handling, safekeeping, safe administration and disposal of medicines received into the care home. DS0000033105.V326731.R01.S.doc Version 5.2 Hall Lane Resource Centre Page 24 6. OP16 22(3) 7. OP19 23 (2)(b) 8. OP38 23(4)(a) 9. OP38 23(4)(e) a) All stock being received into the home must be recorded on the resident drug sheet. b) The drug fridge must be kept locked at all times c) daily fridge temperature readings must be recorded. d) All medication must have the label of the resident on. e) All medication no longer being used must be disposed of according to safe practices and procedures. The registered person shall ensure that any complaint made under the complaints procedure is fully investigated. The registered person shall ensure the premises to be used as the care home are of sound construction and kept in good state of repair. a) Bedroom 5 must be redecorated and the damp be assessed and treated. b) Bedroom 9 must be redecorated. The registered person shall after consultation take appropriate precautions against the risk of fire. a) all fire doors must be kept closed at all time. The registered person shall ensure by means of fire drills and practices at suitable intervals, that the persons working at the care home and, so far as practicable, service users are aware of the procedure to be followed in case of fire. 20/02/07 31/03/07 28/02/07 28/02/07 Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 25 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. Refer to Standard OP1 OP7 OP8 OP9 OP15 OP15 OP30 OP33 OP36 OP38 OP33 Good Practice Recommendations It is strongly recommended that the homes service user guide is produced in a format that can be used by any potential resident. It is recommended that all staff receive training in the care plan documentation. It is strongly recommended that with the general health assessments, assessments relating to mental health needs are also incorporated. It is recommended that staff receive training in Safe handling of medication. It is recommended that alternative options be listed to assist residents in making informed choices. It is strongly recommended that daily fridge temperature readings are recorded It is strongly recommended that all staff receive a copy of their current job description. It is strongly recommended that an audit tool be introduced into the home to assist in monitoring compliance and performances relating to care practices. It is recommended that staff receive regular supervision It is recommended that the frequency of fire evacuation training is reviewed. It is strongly recommended that the manager introduce a quality assurance system so to gather the opinions of residents and their families. Hall Lane Resource Centre DS0000033105.V326731.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection CSCI, Local office 11th Floor Westpoint 501 Chester Road Old Trafford, Manchester M16 9HU 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. 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