Inspection on 18/07/07 for Hansa Rest Home

This inspection was carried out on 18th July 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

Hansa Rest Home 24/10/06

Hansa Rest Home 22/11/05

Hansa Rest Home 27/06/05

Hansa Rest Home 04/10/04

Hansa Rest Home 20/04/04

Hansa Rest Home 28/04/03

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

CARE HOMES FOR OLDER PEOPLE Hansa Rest Home 9 Empress Road Lyndhurst Hampshire SO43 7AE Lead Inspector Pat Trim Unannounced Inspection 18th July 2007 09:00 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Hansa Rest Home DS0000012170.V341318.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. Hansa Rest Home DS0000012170.V341318.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hansa Rest Home Address 9 Empress Road Lyndhurst Hampshire SO43 7AE 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) 023 8028 2298 023 8028 2298 hansa.care@ic24.net Mr Peter John Louis Colato Mrs Ann Colato Care Home 9 Category(ies) of Old age, not falling within any other category registration, with number (9) of places Hansa Rest Home DS0000012170.V341318.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 24th October 2006 Brief Description of the Service: Hansa Rest Home is a detached house set in a quiet residential street a short distance from the centre of Lyndhurst. The home is privately owned and run by Mr and Mrs P Colato. Mrs Ann Colato is the registered manager of the home and their daughter is deputy manager. The care home is registered to provide accommodation and support for up to nine older people. Residents are accommodated in seven single and one double room. Five of the single rooms and the double room have en-suite facilities. Residents have access to the two lounges and dining rooms and the pleasant garden. Accommodation is on two floors and a chair lift is provided for those who do not wish to walk up the stairs. Information given at the time of the inspection stated that the fees ranged from £409.00 to £496.70 a week. Fees do not cover personal toiletries, hairdressing, chiropody and newspapers. Hansa Rest Home DS0000012170.V341318.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. Information for this report has been obtained from the following sources. A review of the home’s recent history, including previous inspection reports. The Annual Quality Assurance Assessment (AQAA), which was completed by the home. Six postal surveys completed by residents. A 6-hour visit to the home by one inspector. During the visit the key standards were assessed by case tracking 3 residents and talking with 5 people currently living in the home. Time was also spent observing staff practice and having coffee with residents. There was an opportunity to talk with 2 care staff, the deputy manager and the providers. Some time was spent viewing a selection of documents and a partial tour of the premises was carried out. The people living in the home had previously expressed their wish to be called residents. This term is therefore used throughout this report. What the service does well: The environment is very homely and residents said they felt they lived as a family. Comments included: ‘It’s a nice home, very comfortable’ ‘It’s home, a different atmosphere from where I lived before’. A comprehensive pre admission assessment process make sure that prospective residents are only offered a place if their needs can be met. Care plans also record what people can do for themselves so they are able to maintain their independence. Residents felt they were treated with respect and were supported to make choices about their daily living. Comments included: ‘They let us do what we can for ourselves’. ‘That’s half the battle, to remain independent’ ‘We all have different routines, getting up at different times’ Hansa Rest Home DS0000012170.V341318.R01.S.doc Version 5.2 Page 6 There is a small staff team who get to know the residents very well and have a good knowledge of the help they require. Residents felt their needs were well met and that they were able to tell staff about what help they needed. Comments included: ‘I tell staff what I need and they do it’. ‘I have a care plan that says what help I need.’ ‘Staff give me the help I need’. Feedback from residents’ surveys and comments made at the time of the inspection showed that residents thought the quality of meals provided was good. They said they were able to choose what they had for breakfast, dinner and tea and had drinks and snacks whenever they wanted. 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. Hansa Rest Home DS0000012170.V341318.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 Hansa Rest Home DS0000012170.V341318.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): 2. Standard 6 does not apply. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has a pre admission process, which includes a detailed pre admission assessment that identifies abilities and needs. This means prospective residents may be confident they will only be offered a placement if the registered manager is sure the service will be able to meet the resident’s identified needs. EVIDENCE: No new residents had been admitted since the last inspection, but preadmission assessments were seen for three residents, who had lived in the home for some time. The assessment contained information about all aspects of their care and daily living needs and enabled the provider to make sure the home could meet the identified needs. There was evidence prospective residents were invited to visit the home before moving in. Mrs. Colato said she always visited people to complete the assessment before they moved into the home for a trial period. Hansa Rest Home DS0000012170.V341318.R01.S.doc Version 5.2 Page 9 The home does not provide intermediate care, but does offer short stays when there is a suitable vacancy. Hansa Rest Home DS0000012170.V341318.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. Detailed care plans ensure residents receive personal care that meets their needs in the way they like it. The regular review of these plans involves residents so they are able to say whether their needs continue to be met. Residents have access to health care professionals and have their health care needs met. There are systems in place that ensure medication is well managed and residents are protected against errors. EVIDENCE: The care plans for three residents were seen. These contained information about their individual personal care needs as well as their daily living routines. The majority of current residents are quite independent and their abilities as well as their needs were recorded. For example, one plan identified that the resident could dress unaided, but required help with putting on support stockings. Staff spoken with were able to describe in detail the care this Hansa Rest Home DS0000012170.V341318.R01.S.doc Version 5.2 Page 11 person required and the resident confirmed she received the assistance she needed. There was evidence care plans were now being reviewed on a monthly basis and amended as required. Residents confirmed they were now being more involved in care planning and were asked each month if staff were still meeting their needs. Residents spoken with said they felt able to tell staff if they were not getting it right. Risk assessments had been completed for identified risks such as moving and handling or self -medicating. They had also been completed for daily living activities such as going out alone. There was no system in placing for linking the care plan to the risk assessment, so staff could not easily find out there was a risk relating to any activity. Information relating to individual residents was kept all together in loose leafed files, so it was also not always easy to identify what information was current. The deputy manager said she was aware files needed reorganising and was reviewing current practice. She also agreed to make sure care plans identified where there was a risk assessment as part of this reorganisation. Although all the required information was not easily accessible, staff were able to demonstrate their in depth knowledge of individual resident’s abilities and needs. Information was passed verbally at handovers and staff meetings. Feedback from residents in surveys and in discussion confirmed they felt staff enabled them to maintain their independence but offered support when it was needed. However, easily accessible, up to date information is needed so that, in an emergency, new or agency staff are also able to meet individual needs. It was noted that some care needs are not recorded on an individual basis. This does not promote confidentiality. The provider agreed to review this practice to ensure confidentiality is maintained. Residents felt their health care needs were well met. Comments included: ‘We can see a doctor whenever we need’ and ‘ The chiropodist calls regularly, but my family take me to see my own chiropodist’. Individual daily records were kept of visits made by health care professionals. The home had a medication policy and procedure, a copy of which was kept with the medication administration records so staff had easy access. It was the policy of the home that only trained staff could give out medication. A record is kept of medication received into the home and of any returned unused to the pharmacist. The pharmacist provides the majority of medication in a monitored dosage system. Hansa Rest Home DS0000012170.V341318.R01.S.doc Version 5.2 Page 12 Staff were observed giving out medication at lunchtime, signing each record as the medication was given. The medication record for one resident who was being case tracked had been completed appropriately. Some residents managed their own medication. A completed risk assessment was seen for one of the residents who was being case tracked. The resident said she was expected to tell staff when she took one medication for pain relief so they could keep a record of this. The completed record was seen. Residents said they felt staff treated them with dignity and respect, giving them time to do things for themselves. A good relationship was observed between residents and staff, with residents appearing relaxed with carers. Residents said staff addressed them as they wished and their preference was seen recorded on their care plans. Post was seen being given out unopened. Residents were able to lock their bedroom doors. Staff were seen knocking and waiting for permission to enter. The AQAA stated that an in depth induction programme was completed that included looking at core values. During the inspection three certificates for the completion of induction training were seen for the last three staff to join the home. Hansa Rest Home DS0000012170.V341318.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 and 15. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents are able to make choices about how they spend their day and have a simple activities programme to provide mental stimulation. The range of meals provided enable residents to have a balanced diet with food they enjoy. EVIDENCE: Residents said they felt there was a good relationship between everyone in the home. One resident commented that it felt ‘just like a family’. Staff said they were encouraged to spend time talking with residents and going for walks with them. One of the care staff has recently been appointed as an activities co-ordinator. She has been on a course to help her develop appropriate activities and has introduced a simple daily programme that residents said they really enjoyed. This included an exercise class, singing and listening to music, and going for walks. The member of staff said she was spending time talking with residents, finding out what sort of things they would like to do. A record of activities is kept. Residents said they enjoyed also enjoyed pursuing their own hobbies such as writing letters, reading and watching television. Hansa Rest Home DS0000012170.V341318.R01.S.doc Version 5.2 Page 14 Care plans record residents’ religious needs and how they need to be met. One resident likes to go to her local church and arrangements have been made for her to continue to do so. A minister visits the home and gives communion to those who wish to take it. A local priest visits another resident. Residents felt very able to make choices about all aspects of their daily living. They said they got up and went to bed when they wanted, had breakfast in their rooms at a time of their choosing and decided where to spend their day. Many of them like to go for short walks and risk assessments are completed to identify if they need the support of a member of staff. Some said they preferred to spend time in their rooms and were able to do this. There is a lovely enclosed garden and residents said they liked to go out there when the weather was good. One person said they used to do some of the gardening but now enjoys giving advice on what should be done. Feedback from residents and a relative visiting the home said visitors were made very welcome and could come at any time. One relative said she came in to wash and set her mother’s hair each week and felt involved in her mother’s care. She said communication was very good and the family was kept informed if her mother was unwell or there were any concerns. Comment cards and verbal feedback from residents evidenced the quality of meals provided was good. The main meal of the day comprised sausage casserole, boiled potatoes, cabbage and carrots, followed by treacle tart and cream. Residents said they were told in the morning what the main meal would be and asked if they would like an alternative. They said they also had a choice of breakfast and evening meal and could have drinks and snacks whenever they liked. They could also choose where to have their meal. Hansa Rest Home DS0000012170.V341318.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 and 18. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There is a robust system in place that enables residents and their families to make complaints and be confident they will be satisfactorily investigated. Staff receive training and have guidance that enables them to take appropriate action in the protection of vulnerable adults. EVIDENCE: Feedback in the service user surveys and discussion with residents, evidenced they knew how to make complaints and were confident the providers would take action about any issues raised. A visitor to the home said she also had been given information on how to make a complaint. The complaints procedure is included in the statement of purpose and a copy of it is kept in each resident’s room. There is a book for recording any complaints made to the provider but none had been received since the last inspection. Neither had any complaints been received by the commission since the last inspection. The home has a procedure for safeguarding adults. Staff spoken with were able to demonstrate their understanding of abuse and their responsibility to report any allegations. Training is included in the induction programme and certificates were seen to evidence that some staff have been able to attend specific training days. Hansa Rest Home DS0000012170.V341318.R01.S.doc Version 5.2 Page 16 The home has a robust employment procedure that includes completing Criminal Records Bureau (CRB) and Protection of Vulnerable Adults (POVA) checks before new staff start working in the home, which protects the safety of residents. Hansa Rest Home DS0000012170.V341318.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 and 26. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents live in a clean, comfortable and safe environment that meets their needs and that they like. EVIDENCE: The environment is suitable to meet the needs of older people, providing two small lounges and a dining room on the ground floor, with all bedrooms currently being used as singles. There is a large shared room, but the provider said this is used as a single unless two people wish to be together. There are three bathrooms, two on the first floor, one of which has a bath hoist. The home has a large enclosed garden with patio area that residents can use. The provider said the plans to move the laundry room and office were being put into place, which would provide more storage space and a staff room. Hansa Rest Home DS0000012170.V341318.R01.S.doc Version 5.2 Page 18 There were also plans to refurbish the ground floor bathroom, but no date had been agreed. The environmental health officer carried out a food safety inspection on 10/7/07. There were no requirements but a recommendation that all staff had food hygiene training. The provider said arrangements were being made for those staff who had not done it to have training. There was a cleaning schedule for staff to complete. Care staff do the cleaning as part of their duties. Residents said they were satisfied with the cleanliness of the home and there were no unpleasant smells at the time of the inspection. Residents spoken with said how much they liked their rooms, which were clean, homely and contained many personal items. Care staff are also responsible for doing laundry. The laundry has a washing machine that has a suitable programme for disinfecting soiled linen and staff have access to disposable gloves and aprons. Some staff have had infection control training and others confirmed training was being arranged for them. Hansa Rest Home DS0000012170.V341318.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 and 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents are supported by well-trained staff in sufficient numbers to meet their needs. A robust employment procedure minimises the risk to residents. EVIDENCE: Residents who were spoken with and who completed surveys said they felt there were sufficient staff on duty at all times to meet their needs. They said calls for assistance were always answered promptly. Staff also felt they had time to assist residents and that they were encouraged to spend time talking with them as part of their duties. The deputy manager said that the normal staffing levels were two carers and the registered or deputy manager during the day and two staff who sleep in at night. There is also a cook. The rota reflected this was the normal staffing level for the home. The provider stated in the Annual Quality Assurance Assessment (AQAA) that two staff were completing a National Vocational Qualification (NVQ) 2 and 3. One member of staff had completed the course and the deputy manager had NVQ4 and the registered manager’s award. Only one staff did not wish to complete NVQ training. One staff said she was completing her NVQ 2 and was finding it very useful. Hansa Rest Home DS0000012170.V341318.R01.S.doc Version 5.2 Page 20 The provider said only one new staff had been employed since the last inspection, but had not stayed. The employment records for two staff were viewed. The records contained all the information required to enable the provider to make sure residents are protected, for example, two references and Criminal Records Bureau (CRB) and Protection of Vulnerable Adults (POVA) checks. These checks were completed before the person began working at the home. Files indicated that staff were given a copy of the Code of Conduct and staff confirmed they had received one. Staff said they felt they were supported to access a wide range of training. Their needs were identified using a training matrix and during supervision. Training certificates were seen for completed induction courses, first aid, manual handling and food hygiene. The AQAA stated that an objective for this year was to find service specific training such as palliative care and dementia. Hansa Rest Home DS0000012170.V341318.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 and 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 and residents have the opportunity to give feedback about the service they receive. Systems are in place that minimise risks to residents and maintain health and safety. EVIDENCE: The home is owned and managed by Mr. and Mrs. Colato. Both Mrs. Colato and the deputy manager have completed a Registered Manager’s award. Residents and staff said the providers were very approachable and willing to listen. All felt they were involved in the day-to-day running of the home. Mrs. Colato stated that the well being of the residents is the most important factor in any decisions made. Hansa Rest Home DS0000012170.V341318.R01.S.doc Version 5.2 Page 22 Formal residents’ meetings are not held, but Mrs. Colato said informal discussions took place regularly over coffee and residents are consulted about any changes in daily routines. Residents said they were regularly asked for feedback about the service, both verbally and through questionnaires. Copies of completed questionnaires were seen. The deputy manager said she was looking at a way of analysing the information obtained and providing feedback to residents and their families. Action was taken following comments from residents. For example, one resident had her room redecorated as she had given feedback that she felt it needed to be. The home does not hold money on behalf of residents. Residents either manage their own finances or appoint a representative to do so on their behalf. Staff receive training in mandatory training such as moving and handling, food hygiene and first aid. Records of this training were seen. The regular servicing of equipment maintains the health and safety of residents. A range of service contracts and certificates were seen. The fire logbook was viewed and evidenced that in house tests take place regularly. The deputy manager is responsible for giving staff fire training, but said she was trying to find alternative training. A fire drill had recently been held. Residents are not required to join in fire drills as it was felt too distressing for them, but fire safety instructions are in all the bedrooms. Hansa Rest Home DS0000012170.V341318.R01.S.doc Version 5.2 Page 23 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 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Hansa Rest Home DS0000012170.V341318.R01.S.doc Version 5.2 Page 24 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. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Hansa Rest Home DS0000012170.V341318.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW 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 Hansa Rest Home DS0000012170.V341318.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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