Inspection on 19/01/07 for Heatherdale Healthcare Ltd

This inspection was carried out on 19th January 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 found there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

Other inspections for this house

Heatherdale Healthcare Ltd 10/12/08

Heatherdale Healthcare Ltd 09/01/06

Similar services:

The Shelley

Springfield House

Sutton Lodge Nursing Home

St Helier`s Residential Hotel

St Joseph`s

Ridgemount

Wingham Court

Old Hastings House

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

CARE HOMES FOR OLDER PEOPLE Heatherdale Healthcare Ltd 204 Hempstead Road Hempstead Gillingham Kent ME7 3QG Lead Inspector Sandra Crosby Key Unannounced Inspection 19th January 2007 10:30 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 Heatherdale Healthcare Ltd DS0000065988.V324623.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. Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Heatherdale Healthcare Ltd Address 204 Hempstead Road Hempstead Gillingham Kent ME7 3QG 01634 260075 01634 361123 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) Heatherdale Healthcare Ltd Margaret Ann Burgess Care Home 37 Category(ies) of Old age, not falling within any other category registration, with number (37) of places Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 9th January 2006 Brief Description of the Service: Heatherdale Healthcare Limited was previously known as Heatherdale Nursing Home and occupies detached premises, with accommodation for residents on two floors. The premises are registered as a care home with nursing for 37 service users. The Home has a shaft lift and other mobility aids that enable it to accommodate wheelchair users. There is allocated car parking to the front of the building and a pleasant garden to the rear. The Home is situated in a residential area, with local shops, public transport and other community facilities within the vicinity. The Manager employed at the Home has worked in the role of matron for a number of years. The proprietor, Mr Wills, is very much involved in the Home and works closely with the Matron in overseeing the daily running of the Home. The Registered Person stated that currently there was one standard charge in relation to fees and the pre inspection questionnaire states that currently the fee is from £520.00 per week. Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was an unannounced key inspection visit under the terms of the Care Standards Act 2000 and was carried out by one Inspector who was in the home on 19 January 2007 between 10.30 and 14.30 and on the 23 January 2007 between 10.30 and 14.00. During the inspection the Registered Manager was in attendance and a feedback summary was provided at the end of the second day of the inspection to the Registered Person and the Registered Manager. Documentation and records were read, including care plans. An accompanied tour of the premises was undertaken and time was spent talking with Service Users and staff. The general impression from the residents and staff spoken to on the days of the visit was that the residents were well cared for and lived in a safe and comfortable environment. On the days of the inspection the atmosphere was relaxed and comfortable. The pre-inspection questionnaire sent to the home was not returned as requested in July 2006, therefore no resident/relative/care management/GP surveys were able to be sent out. The pre-inspection questionnaire was requested on the first day of the inspection visit, and the Registered Manager provided this documentation completed on the second day of the inspection visit. What the service does well: The environment is well maintained and offers a comfortable home in which to live. The amount of activities and stimulation offered is high with a wide range of activities undertaken. Contact with the families appears good and relatives are actively encouraged to participate in the homes activities with their relatives. Residents confirmed that the food was very nice and offered in sufficient quantities. Residents’ health needs are mainly well met. Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? What they could do better: The Statement of Purpose and Service User Guide would benefit from some minor adjustments. The Service User Plan needs to contain all relevant and appropriate information. The recording of administration needs to be improved and needles must not be re-sheathed. The toilets in the bathrooms require new toilet seats and should be kept clean and hygienic. Training needs to be completed and not just planned. The ratio of NVQ qualified care staff is low (25 ). Staff supervision needs to better planned, structured and implemented. Please contact the provider for advice of actions taken in response to this Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 7 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. Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 1,2,3,4, 5,6 were inspected. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home’s Statement of Purpose and Service User Guide mainly provides residents and prospective residents with the information they need to make a decision about moving into the home. The assessment process is thorough and makes sure that the needs of the person can be met at the home. Residents are provided with a statement of terms and condition of residency, and this documentation is currently being updated. It is not the general policy of the home to admit people for intermediate care, so standard 6 was judged as not applicable. Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 10 EVIDENCE: It was seen that the Statement of Purpose and Service User Guide were in the process of being updated in order for both documents to comply fully with Regulation 4, Schedule 1 and Regulation 5 of the Care Home Regulations 2001. Heatherdale’s admission procedure involves the prospective resident, their relatives and other relevant health and social care professionals. Senior staff undertakes a full assessment and information is sought from the resident, their relatives and other professionals. This enables the home to identify needs and ensure they can meet those needs prior to admission. Prospective resident and/or relatives are encouraged to visit the home prior to admission. Residents are provided with a contract/statement of terms and conditions. This documentation the Registered Manager said is currently being updated. Heatherdale offers services for residents with nursing needs. Residents spoken with said they felt well cared for and that there needs were well met. Evidence was seen that good clinical guidelines were in place to ensure specialist medical care was delivered appropriately. Intermediate care is not offered at Heatherdale. Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 7,8,9,10,11 were inspected. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The care planning system contains all components as required by legislation but is not always clear and consistent when providing staff with the information they need to meet Service Users’ needs. Residents’ health needs are met with residents having full access to all professional health care services as required. Whilst Service Users are mainly protected by the home’s policies and procedures for dealing with medicines some improvements in practice are needed. Personal care is offered in a way to protect Service Users’ privacy and dignity. Service User’s can be confident that the home will handle the issues of illness and ageing sensitively. Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 12 EVIDENCE: Service User Plans were examined and found to contain all components as required by regulation. There was however evidence found that not all information was recorded as appropriate, and these issues were discussed with the Registered Manager who agreed to address these issues. Medication records were again assessed and a few minor errors were still found. It is good practice to have photographs and allergies recorded on the MAR sheets, these were not seen as part of the medication folders. Some gaps were found in with the signatures on the MAR sheets. An error was also found in the controlled drugs book, and the Registered Manager immediately addressed this issue. It was also seen that some needles are being resheathed and the Registered Manager agreed to address this issue with the nurses. It was reported at the last inspection visit that the home has written policies and procedures in place to ensure that illness and the death of a client is treated sensitively. The manager stated that families are involved at all times throughout this process. This information is recorded on the resident’s personal notes. Heatherdale Healthcare Ltd DS0000065988.V324623.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): Standards 12,13,14,15 were inspected. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents’ social and recreational interest and needs are well provided for with a wide range of activities organised. Residents are supported to maintain contact with family and friends, which ensures they continue to receive stimulation and emotional support. Residents benefit from the appetising meals and balanced diet offered by the home and those residents requiring specialist diets are well catered for. EVIDENCE: Several residents spoken to stated they were happy with the lifestyle offered and ‘were as happy as could be expected’. Most confirmed the food was good and that there was sufficient amounts offered. It was noted in the Service User Plans seen that relatives are kept informed of any changes or of an accidents. Visitors may visit at any reasonable time. Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 14 At the last inspection visit the activities co-ordinator discussed at length what type of activities she encouraged the residents to undertake. At this visit several residents complimented the home and the activities co-ordinator ‘on doing a good job and of making the days more interesting’. Examples were seen of some of the handicraft work completed. Entertainments that came into the home every six weeks included sing-a long sessions, a violinist, an adult recorder group and a choir. The residents spoken to praised the amount and quality of activities and events very highly. The kitchen was viewed and found to be clear and tidy and the cleaning schedule was viewed. The records of the food provided were seen, together with the menus for the home. These indicated that a varied and nutritious diet was offered. Staff confirmed that specialist diets could be catered for and that pureed food was presented in a manner that was attractive and appealing in order to maintain appetite and nutrition. All of the residents spoken to said that the food was very nice and that a choice was given. Residents also confirmed that drinks were always available. Heatherdale Healthcare Ltd DS0000065988.V324623.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): Standards 16,17,18 were inspected. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has a robust complaints system and service users and relatives feel their views are listened to and acted upon. The home has adult protection policies and procedures in place to ensure that residents are protected from abuse. EVIDENCE: It was seen from the complaints records that complaints are listened to and dealt with appropriately. The Registered Manager was asked to ensure that individual records were kept and this she agreed to do this. A copy of the home’s complaint procedures was seen and included details of how to complain, timescales for response and information about referring any complaints to the commission. Residents spoken to also confirmed they were aware of the complaints procedure. Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 16 The pre-inspection questionnaire states that there have been a number of complaints made some involving the adult protection team. In all cases these have been investigated and action taken by the home to promote good practice. The staff training matrix indicates that nineteen staff members have under Adult Protection training during 2006, and the Registered Manager confirmed that further training is to be booked in order that all staff undertake this training. The Registered Manager at the last inspection visit confirmed that residents had access to postal voting, but only a few took up this opportunity. Heatherdale Healthcare Ltd DS0000065988.V324623.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): Standards 19,20,21,22,23,24,25,26 were inspected. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents benefit from living in a clean, safe, well-maintained environment and have safe access to comfortable indoor and outdoor communal areas. Service users are encouraged to maximise their independence by having access to the range of specialist equipment supplied by the home. EVIDENCE: The home was well maintained and decorated and residents said the home was very comfortable to live in. One resident explained how she was enabled to bring in some personal items from her home and how this had helped her to settle in. All rooms had access to the call system. Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 18 The home provided grab rails and other aids in the corridors, bedrooms, bathrooms, toilets and communal rooms where necessary and according to need. The home generally has problem with the storage of hoists and these were found in the bathrooms. Staff stated that they were always removed from the bathrooms prior to use. It was discussed with the Registered Manager that in a number of the bathrooms, the toilet was not accessible due to items of furniture obstructing access. She agreed to address this issue. It was also noted in two of the bathrooms that the side panels of the baths were in need of replacement, and one toilet was not in working order. Action needs to be taken to address these issues. The laundry uses the new ‘Otex system’ and ensures hygienic cleaning of clothing etc. Sluicing facilities, both thermal and chemical, are used. The home also has two sluice disinfectors to dispose of waste and a macerator is also used. There were policies and procedures in place for the control of clinical waste. Staff training is planned for infection control. Heatherdale Healthcare Ltd DS0000065988.V324623.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): Standards 27,28,29,30 were inspected. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service Users needs are met at all times by the numbers and skill range of the staff. Service Users are protected by the home’s thorough recruitment procedures, and staff training is ongoing. EVIDENCE: The staff rota was seen and indicates that there are sufficient staff at all times to meet the current needs of Service Users. It was evidenced that agency staff are used as necessary. It will be expected that if the occupancy goes up to amount the home is registered for, 37, extra staff will be employed. As the Inspector was told that the home has been unsuccessful in employing a Deputy Manager it was suggested that a head/senior nurse be appointed as part of the management structure in order to assist the Registered Manager with management tasks for example supervision. Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 20 The staff training matrix indicates that currently eight care staff have completed NVQ Level 2 or above and that two care staff are currently undertaking NVQ Level 2. The Registered Manager confirmed that a TOPSS induction programme was in place and that new staff were using the programme. Staff files were examined and indicated that a sound recruitment procedure was in place at the home. A law mentor has been employed by the home to assist with policies and procedures. Heatherdale Healthcare Ltd DS0000065988.V324623.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): Standards 31,32,33,34,35,36,37,38 were inspected. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The residents benefit from living in a home where the Registered Manager is competent, enthusiastic and experienced with the care of older people and has a clear vision for the home. Residents are protected by the home’s sound financial procedures. The care of residents may be compromised because staff continue not to be appropriately supervised. Current arrangements were mainly sufficient to protect the health, safety and welfare of residents and staff. Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 22 EVIDENCE: The Registered Manager was open, honest and helpful throughout the inspection and had the necessary qualification and experience to manage the home. There were clear lines of accountability within the home and with the owner. Residents and visitors spoken with confirmed that all staff were approachable and communicated well with them. The Registered Manager has undertaken quality assurance surveys for the home and is currently in the process of collating this information. It was discussed at the last inspection that although the owner has some basic business plans in mind these need to be formalised and an annual development plan be developed as stated in Standard 33 and that business plans and financial plans need to be developed to ensure full compliance with regulations (Standard 34). These were not seen at this inspection visit. At the last inspection visit it was seen that the home does hold some personal monies on behalf of some of the residents and these are kept in a secure facility. Accurate records were maintained. Two accounts were selected at random and found to balance. All written records were well maintained. Staff supervision remains an issue. The Registered Manager said that she and one of the nursing staff were to attend a Staff Supervision training session in February. She said that she is about to carry out an appraisal for all staff members and is looking to implement the required supervision of staff with written records kept following completion of the course in February. Records required by regulation, including Health and Safety, were seen to be secure, mainly up to date and in good order and maintained and used in accordance with the Data Protection Act 1998 and other statutory requirements. The accident book was inspected. No major accidents had occurred. The Fire Log Book was seen and entries discussed. The Fire Risk Assessment for the home needs to be updated and the Registered Manager agreed to address this issue. Following discussion with the Registered Person it is indicated that the home does not have a current electrical certificate. The Registered Person said he was told that one was not needed until the premises were ten years old. He Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 23 said that he had made enquiries about this work and that he planned to have the work completed this year. Heatherdale Healthcare Ltd DS0000065988.V324623.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 2 3 3 3 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 2 10 3 11 3 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 3 18 2 3 3 3 3 3 3 3 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 3 3 3 2 3 2 Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 25 Are there any outstanding requirements from the last inspection? YES STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP1 Regulation 4&5 Timescale for action Amendments to be made to the 31/03/07 Statement of Purpose and Service User Guide in order to fully comply with regulation A service user plan of care 31/01/07 generated from a comprehensive assessment (see Standard 3) is drawn up with each service user and provides the basis for the care to be delivered – all information to be recorded to ensure that the care needs and health care needs are fully monitored The Registered Person shall 31/01/07 ensure that there is a policy and that staff adhere to the procedures for the receipt, recording, storage, handling administration and disposal of medicines. Regular audits to be carried out and recorded. Previous timescale 20/02/06 Ensure all toilets are in working 31/03/07 order and accessible to Service Users – Replace broken bath panels as appropriate The Registered Person shall 31/01/07 DS0000065988.V324623.R01.S.doc Version 5.2 Page 26 Requirement 2. OP7 15 3. OP9 13.2 4. OP19 23 5. OP36 18 Heatherdale Healthcare Ltd ensure that all staff receive formal supervision at least six times a year. 6. OP38 12 & 17 Previous timescale 20/02/06 Update the Fire Risk Assessment for the home 31/03/07 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. Refer to Standard OP34 OP38 Good Practice Recommendations It is recommended that a business and financial plan is developed and be open to inspection and reviewed annually. Provide a current electrical certificate for the home – Please supply a copy of the certificate to the Commission when this work is completed. Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Maidstone Local Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT 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 Heatherdale Healthcare Ltd DS0000065988.V324623.R01.S.doc Version 5.2 Page 28 - 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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