Inspection on 21/08/07 for Harrowdene Lodge

This inspection was carried out on 21st August 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 found no outstanding requirements from the previous inspection report, but made 10 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Harrowdene Lodge 27/04/06

Harrowdene Lodge 01/03/05

Harrowdene Lodge 02/06/04

Harrowdene Lodge 27/01/04

Similar services:

Ashlong House

Norbury Crescent (30)

Edenvale

Wadham Avenue

Chatsworth Care - Dawson House

Cowden Road, 52 - 54

Chatsworth Care - Tudor Lodge

Foxley Lane (121a)

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

CARE HOME ADULTS 18-65 Harrowdene Lodge 120 Harrowdene Road Wembley Middlesex HA0 2JF Lead Inspector Andreas Schwarz Key Unannounced Inspection 21/08/2007 09:30 Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 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 Harrowdene Lodge DS0000017502.V342691.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 Adults 18-65. 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. Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Harrowdene Lodge Address 120 Harrowdene Road Wembley Middlesex HA0 2JF 020 8908 3504 020 8908 6078 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) Ms Kayte Regina Pinto Ms Kayte Regina Pinto Care Home 4 Category(ies) of Learning disability (4) registration, with number of places Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 27th April 2006 Brief Description of the Service: 120 Harrowdene Road is small privately run care home providing personal care and accommodation for up to 4 service users with learning disabilities. At the time of the inspection there were two service users in the home. The fees are £1740.00 per week. The home is situated in a pleasant residential area. It is an extended semi-detached house in Harrowdene Road, which is off North Wembley High Street. It is easily accessible by British Rail and buses. It is close to shops and to local amenities. There is off-street parking for about 2 cars and there is additional parking on the road. Accommodation for service users is provided on 2 floors in single bedrooms. There are two bedrooms, a kitchen, conservatory, a communal lounge and dining areas on the ground floor. There are toilets and bathrooms on each floor. On the first floor there are 2 service users’ bedrooms, the sleep-in room for staff and a small office. There are some bushes in the front of the home and there is an extended area at the back of the home with a patio, a lawn and a few trees. Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced key inspection took place during a day in August and lasted seven hours. The registered manager/provider Mrs Pinto was available throughout this key inspection. I spoke to both people using the service and two members of staff during this inspection. I viewed care plans and other records necessary to make a judgement about the outcome to people using the service. I would like to take this opportunity thanking people using the service, support workers and the registered manager for being transparent and supportive throughout this unannounced key inspection. What the service does well: What has improved since the last inspection? What they could do better: Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 6 I have made ten requirements during this unannounced key inspection. The home must not cut people with Diabetes toenails unless specifically, in writing, authorised by a General Practitioner. The registered manager must ensure to provide appropriate information, training and guidance for staff in regards to Diabetes. An up to date medication policy must be provided and staff must sign liquid medication bottles once opened. Funeral arrangements must be discussed with people using the service or their representative. The home must ensure that maintenance issues are dealt with immediately to ensure safety of people using the service. The home must ensure that people using the service and significant others are consulted about the quality of service and an annual development plan is forwarded to the Commission for Social Care Inspection. 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. Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience good outcomes in this area. This judgement has been made using available evidence including a visit to this service. Admissions are not made to the home until a full needs assessment has been undertaken. EVIDENCE: I have viewed detailed needs assessment in people using the service care plan files. In addition to this one of the people have an assessment undertaken by Brent Learning Disabilities Partnership. It was also evident that needs addressed in the assessments form part of the persons care plan. Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience good outcomes in this area. This judgement has been made using available evidence including a visit to this service. The service involves individuals in the planning of care that affects their lifestyle and quality of life. Staff understands the importance of residents being supported to take control of their own lives. Individuals are encouraged to make their own decisions and choices. Management of risk is positive addressing safety issues whilst aiming for better quality of life. EVIDENCE: I viewed both care plans during this key inspection, which were of good standard and people using the service informed me that they know about their care plans. Care plan folders contain important information about the person and relevant copies of documents such as birth certificate; medical card, etc. are included. Care plans viewed address areas such as mental health, physical aggression, sexual vulnerability, challenging behaviour, etc. I however noted that the person has not signed care plans, which is recommended. Care plans Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 10 are reviewed and changes are included and recorded. I noted that a range of very good templates in the care plan have not been used, which is recommended. People using the service are involved in the care planning process and can make decision about the care received. People using the service told me that they can choose to go out, go to restaurants, pub, etc. One person using the service informed me that she does not like going to day centres, the home is providing in-house and community based activities for this person. I viewed financial records of both people using the service, which have been in order and expenditure and income has been recorded clearly. Peoples money can only be accessed by the manager and one member of staff who is responsible for the recording, this however was not done regular and a number of receipts were found loose in the cash tin. I recommend that people using the service accounts are updated regularly to avoid mistakes. The registered manager informed me that people using the service experience difficulties with obtaining the correct benefit, which has been followed up and people using the service are supported by the home in this. I viewed a range of risk assessments in people’s files, which have been reviewed and provide staff and people using the service with appropriate risk strategies to minimise the risk. Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience good outcomes in this area. This judgement has been made using available evidence including a visit to this service. People who use the service have the opportunity to develop and maintain important personal and family relationships. People who use services are involved in meaningful daytime activities of their own choice and are involved in the domestic routines of the home; they take responsibility for their own room. EVIDENCE: People using the service do not attend structured day centres and have informed me that they don’t want to go to a college at the moment. Records show that both people using the service have been to the pub, restaurants, cinema, etc. during the day and evening. One person using the service is regularly attending the local church for worship. People using the service informed me that they have been on holiday to Butlins this year, which they enjoyed very much. Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 12 The home actively supports people using the service to make contact with relatives. One person using the service informed me that she has a boyfriend, who regularly visits her or the home support her to visit him. People using the service informed me of having a key, which they choose not to use. Mail is given to people using the service unopened. I observed staff interacting with people using the service professionally. I observed people using the service accessing all areas in the home. Staff and people using the service informed me that they take part in household activities such as emptying the bin or cleaning the dining area. One person using the service told me that she is cleaning her room with support from care staff. The home has a weekly menu, which provides healthy as well as culturally appropriate meal options. People using the service told me their food likes and dislikes, which was reflected on the menu viewed. Individual meal choices are recorded separately. The fridge and freezer was well stocked and regular temperature monitoring is undertaken. Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience adequate outcomes in this area. This judgement has been made using available evidence including a visit to this service. Personal support is responsive to the varied and individual needs and preferences of the people who use services. Health needs are monitored and appropriate action and intervention taken, more attention could be given to the changing needs of the people who use services. No clear system for compliance with the administration, safekeeping and disposal of medication and Controlled Drugs is in operation. The home has no policies and procedures, which provide guidance for staff on how to support a person and their family when faced with a terminal illness. EVIDENCE: People using the service are fully verbal and can express how they want personal care provided by care staff. People using the service informed me that they could get up whenever they want. One person told me that she is dressing herself. Bedrooms have en-suite facilities, which allow staff to support people using the service in privacy. Both people using the services are fully mobile and do not require any help with their mobility. The home can access Brent Learning Disabilities Partnership and are supported by local Primary Care Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 14 Trust in accessing specialist services such as psychologist, physiotherapist, etc, if required. The home is recording healthcare appointments in a separate diary. The registered manager informed me that a person who has diabetes is no longer receiving chiropodist support. The home is not supposed to cut the persons nails due to the diabetes and I have asked the home to follow this up. Regular optician appointments have been recorded. All people using the service are registered with a General Practitioner. The home is monitoring blood sugar levels daily. I recommend varying the timing; currently this is done in the morning and in the evening. The registered manager informed me that the home has no diabetes guidance and risk assessment in place, which is required. The registered manager informed me that she has received Diabetes training by the Pharmacist and General Practitioner, which she is cascading down to care staff. The home is using the NOMAD System and the local pharmacist packs medication weekly. Medication Administration Sheet is in order and had no gaps. The home is providing medication in liquid form; bottles are however not signed, which is required. I also recommend using a syringe to measure dosage more correctly. The home does not have a medication policy in place, which is required and copy must be send to the Commission for Social Care Inspection once completed. The registered manager informed me that funeral arrangements are not discussed with people using the service and a policy on death and dying is not in place, which is required. I recommend using an advocate for this to ensure people’s wishes are fully taken into consideration. Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience a good outcome in this area. This judgement has been made using available evidence including a visit to this service. The home has an open culture that allows residents to express their views, and concerns in a safe and understanding environment. The service has a complaints procedure that is clearly written and easy to understand. The policies and procedures for Safeguarding Adults are available and give clear specific guidance to those using them. EVIDENCE: The homes complaints policy is available in the Service Users Guide, on the notice board in the dinning room and each of the people using the service rooms. The home did not receive any complaints since the last inspection and a good form is available for staff to record complaints. People using the service informed me that they would complain to the manager if they were unhappy with anything. The home does not record compliments, which is recommended. The home has a robust Protection of Vulnerable Adults policy in place and local guidelines are available for reference. I have viewed the homes whistle blowing policy, violence and aggression policy and other policies relating to the protection of people using the service. Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience and adequate outcome in this area. This judgement has been made using available evidence including a visit to this service. The home provides a physical environment that meets the specific needs of the people who live there. The home is comfortable, and has a programme to improve the decoration, fixtures and fittings. Occasionally there is slippage of timescales and maintenance tends to be reactive rather than proactive. The home is well lit, clean and tidy and smells fresh. EVIDENCE: The registered manager showed my around the home and both people using the service invited into their room. Both bedrooms were nicely decorated and en-suite facilities are available. People using the service informed me that they bought their own pictures and decorated the room with staff support. Harrowdene Lodge is newly decorated and meets specifications of the National Minimum Standards. During the tour of the premise some maintenance issues must be addressed and I informed the registered manager of this. There is a lot of weed and moss growing in the paved part of the garden, which must be Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 17 removed. The grass needs cutting. The front garden looks untidy and weed is growing throughout, which must be addressed. The little roof above the entrance became loose on the left side, which must be repaired. The dinning table is very wobbly and the screws must be tightened. The draws in the chest located in the lounge fell off and must be repaired. The home has a separated utility room and a washing machine and dryer is available for people using the service. The home has appropriate infection control policies in place and no offensive odours or smells were noted. The home was clean and people using the service informed me that they help staff with the cleaning of the communal areas. Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience a good outcome in this area. This judgement has been made using available evidence including a visit to this service. People who use the service report that staff working with them are skilled in their role, and are able to meet their needs. The service ensures that all staff receives relevant training that is focussed on delivering improved outcomes for people using the service. The service has a good recruitment procedure that clearly defines the process to be followed. EVIDENCE: Staff working at the home demonstrated good experience of working with this client group. People using the service spoke very positive about support staff and one person was waiting outside the home to welcome her favourite member of staff. I have viewed three staff files during this key inspection, two staff has completed their National Vocational Qualification in Care, which is above the required 50 . The home does not employ any staff under the age of 18. All files viewed contained the necessary documents. Staff has undertaken a Criminal Records Bureau check and two references are on file. Staff informed me of having had an interview. Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 19 The registered manager informed me that the home is using Videos to provide staff training and a training record is in place, which has been up dated in June 2007. Staff has been provided mandatory training, which was confirmed by staff spoken to. The home is providing staff induction and records of this has been viewed during this key inspection. Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 20 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience a good outcome in this area. This judgement has been made using available evidence including a visit to this service. The Manager has the required qualifications and experience and is competent to run the home. The manager is person centred in her approach, and leads and supports a staff team who have been recruited and trained. People using the service are aware of safety arrangements and have confidence in the safe working practices of staff. The manager ensures risk assessments are completed and taken into account in planning the care and routines of the home. EVIDENCE: Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 21 The registered manager Mrs Kayte Pinto has been registered for the past six years with the Commission for Social Care Inspection. Mrs Pinto holds Advanced Management in Care qualification. Staff and people using the service spoke very positive about Mrs Pinto. During one of the residents meetings, people using the service decided that they don’t want to have any meeting. Staff meets every third Thursday of the months and records of these meetings have been viewed during this inspection. The home has a quality assurance policy in place. The registered manager informed me that the home has not undertaken service users surveys and an annual development plan is not in place, this is required. The fire safety policy has been reviewed in April 2007 and the fire risk assessment has been updated in January 2007. The home is undertaken monthly fire drills and fire points are checked weekly. The fire alarm was last serviced in August 2007 and the fire equipment was last serviced in December 2006. The registered manager is assessing environmental risk monthly. The Landlords Gas Safety Certificate was in order and electrical installations as well as appliances are new. Harrowdene Lodge DS0000017502.V342691.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 Adults 18-65 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 X 2 3 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 2 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 3 35 3 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 2 2 1 3 X 2 X X 3 X Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 23 NO Are there any outstanding requirements from the last inspection? 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 YA19 Regulation 12(1)(a) Requirement Care staff must not cut toenails of people using the service who suffer from Diabetes and appropriate podiatrist services must be used Timescale for action 15/10/07 2. YA19 12(1)(a) The registered manager must 15/10/07 ensure that appropriate guidance and risk assessments are in place for people who suffer from Diabetes or other medical conditions. The registered manager must ensure that all liquid medication is signed and dated once opened to ensure that only medication, which has not expired, is administered. The registered manager must provide a medication policy following Royal Pharmaceutical Guidelines for Care Homes and send a copy to the Commission for Social Care Inspection once completed. The home must provide a policy on death and dying and funeral DS0000017502.V342691.R01.S.doc 3. YA20 13(2) 01/10/07 4. YA20 13(2) 15/10/07 5. YA21 12(3) 15/10/07 Harrowdene Lodge Version 5.2 Page 24 arrangement must be addressed with people using the service or their representatives 6. YA24 23(2)(d) The weeds and moss must be removed from the front and back garden of the premises. The screws on the dinning room table must be tightened. The small roof, which became loose on the left side, over the entrance, must be repaired. The chest of draws in the lounge must be repaired. 01/10/07 7. 8. YA24 YA24 23(2)(c) 23(2)(b) 01/10/07 15/10/07 9. 10. YA24 YA39 23(2)(c) 24 01/10/07 The home must undertake 01/11/07 annual service users and stake holder surveys to assess the outcome of services and support provide. The data collected must be included in the annual service review, which must be forwarded to the Commission for Social Care Inspection. 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. Refer to Standard YA6 YA6 YA7 Good Practice Recommendations The registered manager should encourage people using the service signing their care plans. The registered manager should make use of all the available forms and templates in the care planning process. People using the service finances and accounts should be DS0000017502.V342691.R01.S.doc Version 5.2 Page 25 Harrowdene Lodge updated and audited more frequently to avoid mistakes. 4. YA19 It is recommended to take blood tests for people using the service who suffer from Diabetes during different times of the day to have a clearer picture of blood sugar levels. The home should use syringes when measuring the dosage of liquid medication given to people using the service. The home should try involving an independent advocate when addressing funeral arrangements with people using the service. It is recommended to record compliments received. 5. 6. YA20 YA21 7. YA22 Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Harrow Area Office 4th Floor, Aspect Gate 166 College Road Harrow London HA1 1BH 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 Harrowdene Lodge DS0000017502.V342691.R01.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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!