Inspection on 27/06/07 for Hazel Mead

This inspection was carried out on 27th June 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 6 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Hazel Mead 02/11/06

Hazel Mead 09/05/06

Hazel Mead 06/09/05

Hazel Mead 28/04/05

Hazel Mead 15/12/04

Hazel Mead 18/06/04

Similar services:

22 Sandown Road

The Highlands

Dilston College Of Further Education

West View House

Prince Bishop Court

Park View (15)

Craigmore House

1 Lanark Close

Extracts from inspection reports are licensed from CQC, this page was updated on 09/07/2008.

CARE HOME ADULTS 18-65 Hazel Mead 3 Elpha Court South Broomhill Morpeth Northumberland NE65 9RR Lead Inspector Elaine Charlton Key Unannounced Inspection 27th June 2007 09:30 Hazel Mead DS0000040943.V338270.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 Hazel Mead DS0000040943.V338270.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. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hazel Mead Address 3 Elpha Court South Broomhill Morpeth Northumberland NE65 9RR 01670 761 741 01670 761 351 elsie@elpha.totalserve.co.uk 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) Mrs Elsie Hazel Dixon Mrs Linda Marshall Care Home 5 Category(ies) of Learning disability (5) registration, with number of places Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 2nd November 2006 Brief Description of the Service: Hazel Mead is in Broomhill village. The bungalow has five, single, en-suite bedrooms for younger adults with a learning disability. The home is built in the grounds of Elpha Lodge a care home for younger adults with physical disabilities. People who need to use a wheelchair can get around the bungalow and grounds easily. The decoration and furnishings are of a high standard. The home is close to local shops and bus routes. Residents can also use transport that is shared with Elpha Lodge. Respite care and nursing care are not provided. Residents who have been assessed as needing a service by a Care Manager are charged between £550 and £605 per week. Residents contracts show what the charges include. For example, furniture, bedding, soap, shampoo and door keys. Items that will need to be paid for separately could include newspapers, hairdressing, and clothes. People, who live in the home, or those who might wish to, can look at the service user guide. A copy of the latest inspection report is always available in the entrance hall of the home. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. An unannounced visit was made on date the 27 June 2007. Two senior members of staff were on duty. The inspection lasted for 6 ¼ hours. Before the visit we looked at: Information we have received since the last visit on 2 November 2006; How the service dealt with any complaints and concerns since the last visit; Any changes to how the home is run; The provider’s view of how well they care for people; The views of people who use the service, their relatives, staff and other professionals who visit the service. During the visit we: Talked with all five people who live in the home and three staff. Looked at information about the people who use the service and how well their needs are met; Looked at other records which must be kept; Checked that staff had the knowledge, skills and training to meet the needs of the people they care for; Looked around the building/parts of the building to make sure it was clean, safe and comfortable; Checked what improvements had been made since the last visit; We told the manager what we found when she returned from her holiday. What the service does well: Senior staff on duty coped well with the inspection. They were able to give the inspector all the information needed. People who may wish to come and live in the home are given the chance to visit the home, enjoy a meal with people who already live there and join in activities. Staff continue to promote and support residents to attend college and go to work. Residents are able to make choices and are supported to be as independent as possible. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 6 Residents are able to look after their own medication if they wish. People live in a homely environment that is safe, clean and well furnished. Relatives said: “Staff are helpful and keep us informed.” “I am extremely happy with the way they look after my relatives interests. My relative loves all the staff and is happy living there. I appreciate the reviews which keep me informed about my relatives progress. I have no negative comments to make.” Staff said the new manager had worked hard to improve records and make things easier to find and use. What has improved since the last inspection? What they could do better: Increase the range of care plans to support residents in their daily life. The manager needs to complete training in complaint investigation and do the protection of vulnerable adults course designed for managers. Explore ways in which staff and residents can more easily access laundry facilities. Arrange and record plans to familiarise the new member of staff with the home and the people who live there. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 7 Replace the door-guard fire closers with magnetic release catches linked to the fire alarm system. 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. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 8 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 Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 9 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): 2 and 4. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People are given good information to help them decide about moving into the home. Their needs and wishes are assessed before they are given the chance to move in. EVIDENCE: A new resident had moved into the home since the last inspection. Records showed that they had been able to visit the home and have meals with the people who already lived in Hazel Mead on several occasions. They also knew the existing residents through attending the same day centre. People who may want to live in the home are able to make visits to the home and join residents for a meal before they make choices about whether the home can meet their needs. People are introduced to residents and into the home at their own pace. They can make as many visits to the home as they need. This is good practice. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 10 The care manager had provided a full assessment of the new resident’s needs. The registered manager had also completed the in-house pre-assessment documents. An occupational therapist had visited the home and produced a report about changes that needed to be made to make sure the new resident was going to be safe using facilities in the home. Relatives are asked to complete a questionnaire that gives background information about the person who is moving into the home. Good information was available about the new resident’s care and support needs. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 11 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): 6, 7 and 9. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People are involved in planning their care, making choices and decisions about what they want to do, and are helped to be independent in their personal care and daily life. EVIDENCE: Residents’ sign their care plans to show that they have been involved. They have also started to sign the monthly evaluations. Two files for people who have lived in the home since it opened were seen as well as the one for the new resident. The quality and content of care plans has improved. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 12 The assessment for one resident included information about their need to follow routine and what might happen if this routine was disrupted. A care plan had not been produced to help staff and other residents cope with this. Records showed that care plans had been regularly evaluated and reviews had been carried out. Personal hygiene and water temperature recording charts were in place. Staff check shower temperatures even if a resident is independent in this area of personal care. Rails, shower seats and other equipment is in place to help residents be independent in their personal care. Two residents travel independently to college and work. Risk assessments and plans in case of an emergency are in place. Throughout the inspection residents moved around the home freely choosing where and with whom they wanted to spend their time. Four people were at home for the whole of the inspection. All took part. One resident showed the inspector their bedroom, one talked about college, what they had liked and not liked, and another talked about the recent holiday everyone had been on. One resident joined the inspector to look around the kitchen. The fifth resident returned home just as the inspector was leaving. They said they were still going to work and getting involved with the advocacy service Spiral Skills. Each file seen included a copy of the service user guide and an easy read copy of the last CSCI inspection report summary. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 13 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): 12, 13, 15, 16 and 17. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People living in the home are encouraged to be as independent as they wish. They access educational and social opportunities within the home and the wider community. Choice and rights are promoted as well as healthy living. EVIDENCE: Residents had just returned from a holiday in Stockport that they said they had enjoyed. They told the inspector about what they had done and what Stockport was like. Staff told the inspector that during the holiday residents had been able to do things as a group or on their own. People choose which college courses or other events they would like to join in. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 14 One person goes out to work on a regular basis. Another resident has had a work placement but it finished for the winter. Residents continue to choose a meal for one day of the week and take it in turns to choose the Sunday roast. The kitchen is domestic in style that means people who wish and are able, can make snacks and drinks for themselves. Residents take it in turn to help set the table for meals, clear away afterwards and do the washing up. One resident said they liked making cakes. Everyone is able to have a key to their bedroom door and keep it locked if they wish. Routines within the home are very flexible. Residents go out and about in the local community. shopping and the ice cream farm. They enjoy meals out, During the inspection a resident from Elpha Lodge visited to see how people were and if they had enjoyed their holiday. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 15 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): 18, 19 and 20. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People living in the home are asked how they wish their personal care to be provided, and by whom. They are supported and helped to be independent with medication and can see health care professionals as their health needs dictate. EVIDENCE: The records of three residents were seen. All showed that they were able to, and had seen, a range of healthcare professionals. One person sees a Consultant on a regular basis and staff are monitoring areas of this persons health care for their next hospital visit. The Behavioural Assessment Intervention Team (BAIT) are working with staff to help them increase the independence of one resident. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 16 Each resident has a key worker who helps them make choices about what they want to do, where they want to go and whether they need to shop for personal items. A random check of medication held in the home was carried out. Records seen were up to date and correct. No errors were identified. Medication that had been added to a mediation administration record (MAR) by hand had not been signed by the person making the entry, or a second person to check that the entry had been correctly made. All staff have completed training in the safe handling of medication. Residents are supported to look after all or some of their medication if they wish. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 17 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): 22 and 23. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The views of people who live in the home are listened to. They are protected from harm through policies, procedures and staff training. EVIDENCE: Policies and procedures are in place to help residents voice concerns or make complaints if they need. Residents have a copy of an easy to understand complaints procedure. The complaints register was seen. This was up to date and in order. A recent concern/allegation made by a resident had not been well handled. It had not been clearly identified as an allegation. The family of a resident who had made a complaint sent a letter of support into the home saying they were “happy with the service and the home”. All staff have had training in the Protection of Vulnerable Adults (POVA). Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 18 Money held on behalf of three residents was checked. Records were good, receipts are kept, entries in the record books were double signed and all money was correct. Residents are helped to keep control their money. Staff support residents to go to the bank when they need. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 19 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): 24 and 30. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. People live in a homely environment that promotes their independence and the chance to spend time privately. Everywhere is clean and tidy and hygiene routines are good. EVIDENCE: Residents have their own bedrooms with an en-suite bathroom. Bathrooms are fitted with a toilet, wash hand basin and shower. Where necessary equipment has been fitted/provided to help residents be as independent as possible and carry out their personal hygiene routines safely. There is a separate communal toilet in the hallway. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 20 The home is furnished to a high standard. Where furnishings have been replaced new furnishings are of an equally high quality. Two residents showed the inspector their bedrooms. The new resident said he was comfortable in the home and had bought posters to put on his bedroom wall. Staff have good, shared routines for keeping the home clean. Cleaning products are kept safely in the home. Soap and towel dispensers are used throughout the home. Residents and staff use the laundry at Elpha Lodge. This is causing increasing problems. On the day of the inspection they were unable to do washing from the holiday because of problems in the laundry at Elpha Lodge. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 21 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): 32, 34, 35 and 36 . Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People living in the home are protected by recruitment and selection procedures that are properly followed. Staff are supported through training and supervision to provide care to people in a way that meets their individual needs. EVIDENCE: All staff have gained a National Vocational Qualification (NVQ) at a minimum of level 2. Staff training needs continue to be identified through supervision and appraisal meetings. Residents and staff were seen to enjoy relationships that are warm and friendly. They were heard chatting and enjoying jokes. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 22 The records for a new member of staff were seen. Evidence of identification had been seen and copied as part of the POVA first and Criminal Records Bureau (CRB) checks. An application form, rehabilitation declaration had been completed. of offenders statement and health The health declaration had not been signed. A new member of staff came into the office to meet the inspector. She said she had received an induction from the proprietor. The manager needs to put together a programme to help her get to know the home, routines, and the residents. The new member of staff said she had completed her NVQ 2 and was keen to progress to level 3. Appraisal forms had been completed by the previous manager and then reviewed. No new appraisal evidence was seen. Supervision notes included comments that could be seen as inappropriate and judgemental. Records show that staff are receiving regular supervision. Training over the last 12 months has included health and safety, palliative care, moving and handling, and epilepsy. Staff have expressed an interest in doing some equality and diversity training. The manager is keeping a spreadsheet to record supervision, meetings, and fire instruction. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 23 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): 37, 39 and 42. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The home is run in a way that benefits the people who live there. They are consulted about what goes on in the home through surveys and meetings. EVIDENCE: The manager is working towards her NVQ level 4 and the Registered Managers Award. Staff said the new manager had worked hard to get records up to date and to put new systems in place. Staff meetings are being held regularly. The quality of notes varies. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 24 House meetings are monthly at the moment and residents sign the notes. They have decided to make these meetings bi-monthly. Residents are consulted about things like another resident wanting to bring a friend home for tea. Records supporting fire checks were found to be up to date and in order. This included fire instruction and drills. A new fire risk assessment has been completed for the home. Magnetic release catches are fitted to most doors in case of fire. Two are fitted with door-guards that do not work as effectively. Safety checks on gas and electrical equipment have been carried out. Staff have easy access to health and safety guidance. This includes Control of Substances Hazardous to Health (COSHH) guidance and risk assessments. Water temperatures are checked and recorded throughout the home on a weekly basis. Shower temperatures are checked and recorded before each use. A copy of the Hazel Mead Quality Assurance summary for 2006/07 was seen. This was easy to read and included pictures. The summary was nicely put together. Senior staff on duty coped with the inspection with confidence. They were able to access all the records needed. Both spoke knowledgeably about the residents and were enthusiastic about the recent holiday, in particular the increased involvement of one resident. Relatives said: “Staff are helpful and keep us informed.” “I am extremely happy with the way they look after my relative’s interests. My relative loves all the staff and is happy living there. I appreciate the reviews which keep me informed about my relatives progress. I have no negative comments to make”. Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 25 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 3 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 2 23 2 ENVIRONMENT Standard No Score 24 4 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 2 36 2 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 2 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 3 X 2 X 3 X X 2 X Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 26 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 YA6 Regulation 15 Requirement The range of care plans must be increased. This will mean that all the needs of residents are supported. The manager must complete complaint investigation training. This will mean that residents can be confident that their concerns will be properly listened to and investigated. The manager must complete protection of vulnerable adults training that meets the needs of her position. This will mean that residents can be sure their concerns will be listened to and properly investigated. The arrangement for doing laundry must be reviewed. This will mean that staff and residents have easy access to appropriate facilities. A plan for inducting the new member of staff must be put together and forwarded to CSCI. This will mean that residents DS0000040943.V338270.R01.S.doc Timescale for action 30/10/07 2. YA22 22 30/10/07 3. YA23 13 30/09/07 4. YA30 16 30/12/07 5. YA35 18 30/07/07 Hazel Mead Version 5.2 Page 27 6. YA42 23 receive the care and support they need. Door closure devices in the home 30/07/07 must work effectively at all times. This will mean that residents and staff and kept safe. RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard YA6 Good Practice Recommendations Recordings should continue to be outcome based. This will make sure that the benefits of the care and support residents receive are properly reflected. Handwritten entries on medication administration records should be signed by two people. This will make sure that entries are correctly made. Staff should receive report writing training. This will help them make appropriate and detailed recordings in all the homes records protecting themselves and residents. 2. YA20 3. YA17 Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 28 Commission for Social Care Inspection Cramlington Area Office Northumbria House Manor Walks Cramlington Northumberland NE23 6UR 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 Hazel Mead DS0000040943.V338270.R01.S.doc Version 5.2 Page 29 - 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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