Inspection on 23/04/07 for Heathercliffe Residential Home

This inspection was carried out on 23rd April 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

Heathercliffe Residential Home 07/09/09

Heathercliffe Residential Home 07/11/05

Heathercliffe Residential Home 19/04/05

Heathercliffe Residential Home 01/11/04

Heathercliffe Residential Home 26/05/04

Similar services:

Chirnside House

Keer Sands Residential Home

Ruskin Lodge

Bushell House

Langrigg House

Parkside

Dystlegh Grange

Thornton Lodge

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

CARE HOMES FOR OLDER PEOPLE Heathercliffe Residential Home Old Chester Road Helsby Via Warrington Cheshire WA6 9NP Lead Inspector Sue Dolley Unannounced Inspection 23rd April 2007 09:45 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 Heathercliffe Residential Home DS0000006660.V325998.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. Heathercliffe Residential Home DS0000006660.V325998.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Heathercliffe Residential Home Address Old Chester Road Helsby Via Warrington Cheshire WA6 9NP 01928 723639 01928 724128 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) Pinestone Limited Mrs Sarah Jane Turner Care Home 22 Category(ies) of Dementia - over 65 years of age (10) Old age, registration, with number not falling within any other category (22) of places Heathercliffe Residential Home DS0000006660.V325998.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The home is registered for a maximum of twenty two service users to include: * * Up to 22 service users in the category of OP (old age not falling within any other category) Up to 10 service users in the category of DE (E) (Dementia, over the age of 65) 7th November 2005 Date of last inspection Brief Description of the Service: Heathercliffe is an older style property that has been adapted to provide comfortable, homely accommodation for older people. All 21 bedrooms have en-suite facilities and bedrooms are fitted with a call system. The majority of bedrooms have television and telephone points and a payphone is available in the foyer. A five-person passenger lift provides access to the upstairs bedrooms. There are two bathrooms. There is one large and one walk-in bath. Heathercliffe is situated in a quiet residential location. It has pleasant gardens and is within close proximity to Helsby and Frodsham. Since the last inspection there has been a change to the conditions of registration. The home can now provide care up to ten residents with dementia care needs instead of four. The current scale of charges are £343.00 to £460.00 per week. Heathercliffe Residential Home DS0000006660.V325998.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. An unannounced visit took place on 23rd April 2007 and lasted 5 hours. The visit was carried out by one inspector. This visit was just one part of the inspection. Before the visit the home owner was also asked to complete a questionnaire to provide up to date information about services in the home. Questionnaires were also made available for people in the home, families and health and social care professionals to find out their views. Other information received since the last key inspection was also reviewed. During the visit various records and the premises were looked at. A number of people cared for were also spoken with and they gave their views about the service. What the service does well: What has improved since the last inspection? The dining room, a bathroom for the disabled and four bedrooms have been redecorated since the last inspection. In addition new windows have been fitted to the dining room, the bay window in the lounge and to four bedrooms. Heathercliffe Residential Home DS0000006660.V325998.R01.S.doc Version 5.2 Page 6 Residents daily report sheets have been introduced on which to record all personal care provided to each person. A senior care feedback report has also been introduced. This enables seniors at handover to relay any important changes in care, or any important information about the running of the home to other seniors and to the manager. 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. Heathercliffe Residential Home DS0000006660.V325998.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 Heathercliffe Residential Home DS0000006660.V325998.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): 3 and 6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Care is taken to gather information from a number of different sources to complete pre admission assessments. This enables all care needs to be identified and ensures they can be met within the care home. EVIDENCE: The manager or deputy manager meets prospective residents, their families and others to assess whether care needs can be met at the home. Three care files and initial assessments were checked and provided evidence of thorough assessments of needs. All basic details and contacts had been recorded. Social and medical history information had been gathered and any special needs identified. Heathercliffe Residential Home DS0000006660.V325998.R01.S.doc Version 5.2 Page 9 Dependency assessments had been undertaken and copies of assessments by various health care professionals were included. The assessments to check prospective residents care needs and to assess for suitability of placement were thoroughly undertaken. The range and quality of information available provided care staff with a full description of care needs, and had enabled them to get to know each individual and their circumstances. Likes and dislikes were recorded, key workers had been identified and each care file contained a photograph of the resident to aid identification. During the site visit, care staff members were observed to anticipate the needs of people and provided prompt care and attention. The staff members were relaxed and friendly and care was provided in an unhurried environment in which residents received individualised care and support. Intermediate care is not provided at Heathercliffe. Heathercliffe Residential Home DS0000006660.V325998.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 excellent. This judgement has been made using available evidence including a visit to this service. The health, well -being and care needs of people are closely monitored. Any potential health difficulties are promptly addressed by the appropriate health care services and as a result people feel well cared for. EVIDENCE: Care plans are developed from the information gathered from the assessment, which covers all aspects of health, personal and social care. Each person had a plan of care for daily living and care plan information had been further completed during the first weeks of each persons stay. Care plans had been reviewed monthly, or more often as necessary, and had been updated to reflect changing needs. Heathercliffe Residential Home DS0000006660.V325998.R01.S.doc Version 5.2 Page 11 The plans of care had clearly involved people cared for and their representatives and set out in great detail the action to be taken by care staff to ensure all aspects of the health, personal and social care needs of each person were met. Care staff members were provided with very thorough care instructions. There was evidence that family members and relatives are encouraged to participate in peoples’ daily routines as far as is practicable. They had been invited to attend reviews and to discuss with staff and management if they had any concerns. Review notes were helpfully provided following reviews of placements. Since the last site visit, the manager had introduced a Service User Daily Report sheet for care staff to report to seniors regarding all personal care given to each person. A separate form for each individual had been completed and handed to the senior at staff handover. This information provided the senior carer in charge with details of personal hygiene tasks undertaken and comments and observations regarding for example continence, diet, fluids taken, activities and any other requirements of the people cared for. The Service User Daily Report sheets also recorded visits by family members and health professionals and were of great benefit in keeping care staff informed and in promoting continuity of care. The three care files checked, gave details of people being referred to health care professionals as appropriate and of visits by an optician and physiotherapist. People living within the home had been registered with a GP of their choice within the local area and had been referred for community health services according to need. One General Practitioner completed a survey form prior to the site visit and described the home as ‘happy and friendly, with helpful and caring staff’. A residents’ relative said that staff at Heathercliffe never failed to inform her of any pertinent matter that had arisen. A senior staff feedback report sheet had been introduced to enable the seniors to record information relating to staff on duty, any incidents, visits to the home, maintenance issues or deliveries received etc. This system of recording and reporting had helped to keep the manager and owner fully informed of any change within the home. The home has a medication policy and procedure and staff adhere to procedures, for the receipt, recording, storage, handling, administration and disposal of medicines. The medication administration records from the 2nd April 2007 onwards were checked and had been completed carefully and accurately. Any allergies to particular medication were recorded, any discontinuations were clearly recorded and omission codes were used appropriately. A total of 10 staff members had been trained to administer medication. The manager was advised at feedback that she could write additional information against the administration instructions to help make instructions more precise for staff. Heathercliffe Residential Home DS0000006660.V325998.R01.S.doc Version 5.2 Page 12 Any personal care giving takes place in peoples’ own rooms. Staff members were heard to address people respectfully and by their preferred term of address. Three people cared for were spoken with and confirmed that staff members are always polite, respectful and courteous. During staff induction staff are instructed about how to ensure people are treated with respect and how to maintain their privacy. Survey forms completed by relatives, prior to the site visit contained many positive comments about the quality of care provided. For example one respondent felt that Heathercliffe provides the twenty-four hour care and protection that her relative needs, that care was of a consistently high standard and that her relative never lacked love and affection. Another respondent commented that her relative was treated with love and respect and was extremely happy with the care home. One relative stated that her mother’s well being was managed professionally at all times. These comments were typical of the many positive comments received and indicated a high level of satisfaction regarding the quality of care and the environment provided. Heathercliffe Residential Home DS0000006660.V325998.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. People are enabled to undertake a variety of social activities within the home and local community to meet their needs and wishes. Food is of a high standard and meals are varied with ample choice to satisfy people’s preferences and dietary needs. EVIDENCE: The activities diary was seen. The activities which had taken place since 1st January 2007 included birthday celebrations, watching films, baking, sing a longs, arts and crafts, board games and puzzles, chair based exercises, visits to Frodsham for shopping, visits by the hairdresser, mobile library and outside entertainers etc. The recording of activities undertaken had improved since the last site visit and there was evidence of planned, individual and group activities on a daily basis. People cared for said they choose which activities to participate in and often relatives who are visiting, take part. Heathercliffe Residential Home DS0000006660.V325998.R01.S.doc Version 5.2 Page 14 People spoken with confirmed that the food provided in the home was of a very good standard. Sample menus provided evidence of a choice of breakfast foods served between 7.00am and 10am. A range of nutritious meals is provided and alternative choices and vegetarian/healthy or diabetic options are always available. Relatives survey responses indicated that the meals provided were varied, home cooked and much enjoyed. The menu board in the dining room indicated the meal choices at lunchtime and people cared for were observed to enjoy the lunchtime meal and to regard it as an unhurried social event. Heathercliffe Residential Home DS0000006660.V325998.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. People’s interests are safeguarded and they feel confident that any concerns raised would be taken seriously and acted upon. EVIDENCE: There is a clear and accessible complaints policy and procedure through which people cared for and relatives can address any issues important to them. The pre- inspection questionnaire stated that there had been no complaints during the last twelve months. The complaints procedure is displayed within the reception area and there are forms on which to record complaints. In discussion with three individuals they each said they had had no cause for complaint and that if they were unhappy about anything at all they would feel happy to speak with the manager or staff members. The home is committed to ensuring that people cared for are consulted about matters, which are significant in the running of the home, which might affect their well being, or quality of life. Management and staff are always available to listen and respond to the views of people within the home and to provide advice and support. The owner and manager try to ensure that people are safeguarded and staff members have received appropriate training to inform the work that they do. Heathercliffe Residential Home DS0000006660.V325998.R01.S.doc Version 5.2 Page 16 All seven senior members of staff have received training in the Protection of Vulnerable Adults, and in Dementia care. Six of the senior members of staff have had training in the management of challenging behaviour. There are robust procedures in place for responding to suspicion or evidence of abuse or neglect, including whistle blowing and care staff have access to the Department of Health guidance entitled, ‘No Secrets’. Heathercliffe Residential Home DS0000006660.V325998.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 excellent. This judgement has been made using available evidence including a visit to this service. The home is well maintained clean and pleasant. It is decorated and furnished to a good standard providing a comfortable and homely environment for people to live in. EVIDENCE: There is one large lounge with a quiet reading area, a conservatory area leading off the lounge, and a separate dining room, which was attractively presented with table cloths and flowers on tables. The communal spaces, three bedrooms, bathrooms and toilets were checked and all areas were well maintained, fresh and clean. All rooms are centrally heated and well carpeted. People are encouraged to use the communal space but can also choose to spend time in their rooms when they prefer. Heathercliffe Residential Home DS0000006660.V325998.R01.S.doc Version 5.2 Page 18 All rooms are connected to the alarm call system for the benefit and safety of people cared for. All rooms have privacy locks on doors, which can be overridden in an emergency, and lockable facilities to secure valuables and personal items are available in peoples’ rooms. The lighting and furnishing in communal rooms is domestic in character and of good quality. A programme of routine maintenance and renewal of the fabric and decoration of the premises is produced and implemented with records kept. The dining room, a bathroom for the disabled and four bedrooms have been redecorated since the last inspection. In addition new windows have been fitted to the dining room, the bay window in the lounge and to four bedrooms. The home records showed that the building complies with the requirements of the local fire service and environmental health department. As on previous site visits, the home was cleaned to a high standard and was hygienic. People living within the home and relatives confirmed that high standards of cleanliness are always evident throughout the home and that the home is well maintained, pleasant bright comfortable and welcoming. Heathercliffe Residential Home DS0000006660.V325998.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. The home is staffed efficiently, with particular attention given to busy times of the day and changing needs so that prompt care and attention can be provided. People receive good care and are kept safe because staff are supported and receive training to enable them to confidently carry out their roles. EVIDENCE: During the site visit four staff recruitment files were checked and provided evidence of thorough recruitment and selection procedures in place to safeguard residents. All necessary staff checks had been undertaken. Over sixty per cent of care staff have achieved NVQ Level 2 or above and all new members of staff are encouraged to train to attain this level of care and competence. All new staff members also complete, a Statement of Standards and Conduct, which reflects the ‘Principles of Care’ and helps to raise awareness. In September 2005 it was confirmed that the home had achieved an Investors in People Award. Heathercliffe Residential Home DS0000006660.V325998.R01.S.doc Version 5.2 Page 20 Evidence of a thorough staff induction process was seen, and a summary of performance is written regarding each member of staff. Periodic assessments of staff competence and understanding are undertaken and new staff members have access to training videos, external training courses and are familiarised with the premises, equipment and policies and procedures within the home. Management encourage staff members to undertake appropriate training, it recognises the benefits of having a skilled and well- trained staff team and as a result people have confidence in the staff that care for them. Heathercliffe Residential Home DS0000006660.V325998.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): 31,33,35,36 and 38. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The registered manager is experienced and knowledgeable in the provision of care to older people. She manages the service efficiently and is committed to ensuring the health, welfare and safety of the people cared for and the staff members. EVIDENCE: The registered manager has over fourteen years experience in the care sector. She has been employed at Heathercliffe for over seven years. Heathercliffe Residential Home DS0000006660.V325998.R01.S.doc Version 5.2 Page 22 She has continued to update her skills and knowledge and encourages staff members to undertake training and achieve qualification. The registered manager communicates a clear sense of direction and leadership, which staff and people cared for understand and are able to relate to the aims and purpose of the home. There was evidence of good organisation and recording systems in the home and there are clear lines of accountability. The proprietor has been employed in the care administration and finance sector since 1984 and took ownership of Heathercliffe in January 2000. She is closely involved in the running of the home and supports the manager. The processes of managing and running the home are open and transparent and residents benefit from a positive and inclusive atmosphere. There is continual discussion with people cared for and family supporters to ascertain their views and to act upon suggestions. Quality assurance forms are regularly circulated to gain the views of people using the service. The manager provides staff members with examples of best practice to inform their work. A letter of appreciation had been received by the home from a senior staff nurse employed by a local Primary Care Trust. The letter stated that the nursing staff had been very impressed with the standard of care provided to an individual prior to death and stated that staff members within the home had shown great compassion and kindness and a very caring manner. A copy of the financial report and accounts for the year ended 31st December 2005 were seen and provided evidence of financial viability and efficient management of the business. Appropriate insurance cover was also in place. Four examples of peoples personal money held for safekeeping were checked against the records kept. Three of four balances and records were accurate with receipts provided for expenditure. There was one minor anomaly, which was satisfactorily explained. All care staff and other staff members are supervised on a continuous daily basis and receive formal supervision. Evidence of supervision topics were seen and working practices and training needs had been discussed to bring about improvements. The accident records were checked and all accidents had been fully recorded and there was evidence of appropriate action taken. The fire precautions record book was checked and a fire risk assessment was provided. The staff had access to various contact numbers for contractors to contact in an emergency and the emergency lighting and fire alarm system was regularly checked. Heathercliffe Residential Home DS0000006660.V325998.R01.S.doc Version 5.2 Page 23 Advise was given to the manager at feedback to the site visit to ensure the names of staff members attending future fire drills are recorded in addition to the staff numbers attending. There are infection control procedures that are clear and promote good, basic hygiene to guard against infection. There are procedures for handling and disposing of clinical and soiled waste and all new members of staff are encouraged to read the health and safety policies within the home. Heathercliffe Residential Home DS0000006660.V325998.R01.S.doc Version 5.2 Page 24 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 4 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 4 X X X X X X 4 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 3 X 3 Heathercliffe Residential Home DS0000006660.V325998.R01.S.doc Version 5.2 Page 25 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 Heathercliffe Residential Home DS0000006660.V325998.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Northwich Local Office Unit D Off Rudheath Way Gadbrook Park Northwich CW9 7LT 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 Heathercliffe Residential Home DS0000006660.V325998.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. 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