Inspection on 01/05/07 for Hill House

This inspection was carried out on 1st May 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

Hill House 26/02/09

Hill House 21/02/08

Hill House 15/10/07

Hill House 05/04/06

Hill House 24/10/05

Hill House 07/04/05

Hill House 22/09/04

Hill House 29/04/04

Similar services:

Claremont House

Oak Ridge

Sun Court Nursing Home

Ashville House

Bilney Hall

Hill Barn

Mabbs Hall Nursing Home

Henrietta House

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

CARE HOMES FOR OLDER PEOPLE Hill House Elstree Hill South Elstree Hertfordshire WD6 3DE Lead Inspector Julia Bradshaw Unannounced Inspection 10:00 13 April and 1st May 2007 th 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 Hill House DS0000019427.V335016.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. Hill House DS0000019427.V335016.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hill House Address Elstree Hill South Elstree Hertfordshire WD6 3DE 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) 0208 236 0036 0208 236 0944 BUPA Care Homes (AKW) Ltd A R (Ben) Domah Care Home 76 Category(ies) of Old age, not falling within any other category registration, with number (58), Physical disability (19) of places Hill House DS0000019427.V335016.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. 4. This home may accommodate 6 older people who require personal care. This home may accommodate 17 people (aged 18-65 years) with physical disability who require personal care. This home may accommodate 53 older people who require general nursing care. The home may admit one named service user who is under the age of 65 years. This condition will cease to be in force when the service user permanently leaves the home for any reason or reaches the age of 65 years. The number of places for YA with PD will revert to 17 when a named service user either leaves the home permanently or is transferred to the ground floor YPD unit. 5th April 2006 5. Date of last inspection Brief Description of the Service: Hill House is a care home situated in the village of Elstree, which offers nursing and residential care to elderly people and residential care to young adults with physical disabilities. The building is a period building with modern additions. All rooms are in excess of the National Minimum Standards for Older People. In the two areas used for the young adults the rooms also meet National Minimum Standards for Young Adults with additional space now available in the ground floor therapy room and the bedrooms are large enough to count towards the day space standard. All rooms have en-suite facilities and there are a variety of day rooms throughout the building. Hill House is situated in a convenient location for links with motorways and routes to London. There are small shops, a post office and a GP surgery nearby. The home has extensive grounds to the rear and off road car parking facilities to the front of the building. Information regarding the service is available in the Statement of Purpose and the Service User Guide. These and a copy of the last inspection report are freely available on request. The range of fees for Hill House are between £600 and £850. Hill House DS0000019427.V335016.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The last inspection was carried out on 5/04/06. This inspection was carried out over two days 13/4/07 and a further visit on 1/5/07. During these visits 18 service users were spoken to. Discussions were held with service users, the manager, deputy manager, the activities coordinator, other staff on duty and a visiting relative of one of the service users. Documentation examined included 5 service users’ care plans, medication records, complaints records and activities records. Hill House is one of several BUPA Nursing Care Homes establishments in Hertfordshire. It is registered to accommodate a maximum of 76 elderly people including 17 young adults with a physical disability who require nursing and social care. At the time of the visit there were 69 service users residing at the home. The inspection indicated the home was providing a service that residents appreciated, with caring and knowledgeable staff. Opportunities are available for service users to lead stimulating lifestyles as they choose. What the service does well: The inspection’s main finding is that majority of the standards assessed on this visit have been achieved. The manager and staff were both willing and open in their approach in working with the Commission, in order to further improve the quality of service delivery. Service users spoken to said they were very happy with the care provision and praised the staff. The interaction seen between staff and residents was good and there was a pleasant and calm atmosphere. Staff said they enjoyed working at the home and training opportunities were good. The management team are providing good support to staff and service users and are ensuring that the procedures are followed, to the benefit of everyone. Prospective service users receive appropriate assistance and have access to relevant information to enable them make an informed choice about where to live so ensuring that their identified needs would be met. Evidence inspected showed that the services offered meets the social and health needs of service users including the young adults, some of whom have complex needs and a range of dependency. There are excellent social and leisure opportunities provided for everyone living at Hill House. The activity workers should be congratulated on the diverse and varied programme of activities provided. Service users are actively encouraged to maintain contact Hill House DS0000019427.V335016.R01.S.doc Version 5.2 Page 6 with family, friends and significant others. A good variety of home cooked nutritious food is served in a comfortable setting and service users have an input in menu planning. The current chef provides a varied menu and has recently introduced ‘Themed’ meals in order for people to experience foods/meals from countries from around the world. This has been a popular addition to the existing menu and several service users commented on how popular and enjoyable these meals had been. Service users are treated courteously and their privacy is upheld. Service users expressed satisfaction regarding the services they receive. The home is clean and comfortable and service users are encouraged to make it their home, by being involved in the choosing and the decorating of their rooms. Information on how to raise a concern is well publicised and service users are being empowered to make a complaint if they are dissatisfied with any aspect of the service. There are well-established systems in place including staff recruitment to ensure that service users are protected from harm. What has improved since the last inspection? What they could do better: All issues relating to Safeguarding Adults must be referred to Adult Care Services in the first instance, in line with the Safeguarding Adults procedures. Any investigation into issues should not be undertaken by the service unless specifically directed by the Safeguarding Adults team. This must be adhered to in order to protect the welfare of service users. Service users reported that they would like their meetings to be held more regularly. Minutes of the meetings should be maintained to provide an audit trail and inform other people who had not attended the meeting what was discussed. Any copies of the CSCI inspection report displayed should contain all the pages as the one in the reception area had the pages containing the requirements and recommendations missing. Hill House DS0000019427.V335016.R01.S.doc Version 5.2 Page 7 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. Hill House DS0000019427.V335016.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 Hill House DS0000019427.V335016.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): 1-5. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. All new service users have their needs fully assessed before entering the home and are able to visit prior to admittance. In this way both the service user and the care staff can be sure that the service can meet any identified needs. EVIDENCE: The admission notes and the care plan files of the service users examined confirmed that a full assessment was carried out prior to prospective service users being admitted into the home. Records of service users examined contained signed copies of the home’s contract and these listed all relevant information, including the room to be occupied. A copy of the Statement of Purpose, Service User’s Guide and a copy of the latest CSCI inspection report are displayed in the reception area. However, on the day of the inspection the Hill House DS0000019427.V335016.R01.S.doc Version 5.2 Page 10 back two pages, which contained the requirements and recommendations from the previous inspection, were missing. Hill House DS0000019427.V335016.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): 7-11. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. All aspects of health and personal care are being delivered appropriately but the monthly review minutes needs improving. The administration and control of medication ensures the well being of service users. Service users felt that they are treated with dignity and respect and their privacy, guarded. The overall impression gained is of a service user group well cared for. EVIDENCE: The members of staff were observed to interact well with the service users and their relatives. The service users appeared relaxed and content. The inspector took the opportunity of speaking to several of the service users who were all positive about the care they receive and spoke positively about the caring and professional attitude of the care staff. They also stated that the manager has daily contact with all service users in order to discuss any issues they may Hill House DS0000019427.V335016.R01.S.doc Version 5.2 Page 12 have and to hopefully resolve these immediately. The care plans examined have detailed accounts of the healthcare and personal needs of the respective service users. It was evident that care plans are maintained and regularly updated. All care plans are reviewed on a monthly basis; a senior then generates a report if there are any errors or amendments to be made. Records of appropriate health checks were seen and good pressure sore monitoring was documented. The service users appear to be involved in the care planning process. During the inspection, service users in the younger physical disabilities unit were seen being assisted in moving and all practices were undertaken in a caring and professional manner. Service users spoken to confirmed that staff treat them with respect and knock and wait before entering their bedrooms. All service users are registered with a GP and weekly surgeries are held at the home. The Doctor may be called to the home on other occasions as and when required. Written policies are in place on death and dying and staff said that all possible care is provided for service users and their families at such times. The medication policy and practice is comprehensive and this ensures that staff members administer medication in a safe and satisfactory manner. Only professionally qualified registered nurses and identified senior care staff members are authorised to administer medication. These staff members have received training in the administration of medicines. Administration of the medication (MAR) sheets for 17 service users were checked are these are noted to be in good order. Hill House DS0000019427.V335016.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 –15. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The current activities programme is excellent and ensures a varied programme of leisure interests are provided. The standard of meals provided is varied and wholesome. The service users are encouraged to maintain links with family and friends. EVIDENCE: The home provides an excellent range of activities and leisure activities. There are 60 hrs per week, which are divided between a full and part-time worker who have a joint resaponsiity in implementing the agreed programme. The service is provided over a seven-day period. Activities range from quiz’s, bingo, reminiscence sessions, late night scrabble, cookery club, church services held at the home, beauty days, hairdressing, board games, arts and crafts as well as a variety of planned celebrations including May day, VE day, Food Theme nights, garden parties ‘Tea at the Ritz’. Service users have also benefited in recent months from a boat trip on the Thames, an Easter bonnet parade and mother’s day. The activity workers also produce a monthly activity newsletter, which outlines a range of interesting facts about the respective months and describes events planned for the whole of the month. Hill House DS0000019427.V335016.R01.S.doc Version 5.2 Page 14 The activity staff should be commended on providing a first class activities programme for people living at Hill House and the commitment and enthusiasm in which it is delivered, which the inspector was fortunate to observe on her second visit to the home. The service users are encouraged to exercise choice and control over their lives. However, the frequency of ‘residents meetings’ still needs some attention to keep up with their wishes and feelings, and changing needs. The catering staff are constantly researching ways in which to improve and develop the current menu planning. The menus are arranged over a four-week period. The menus were last reviewed in January 2007. The inspector joined the service users at suppertime and enjoyed a flavoursome and nutritious meal. Service users are consulted daily regarding the menu and their taste and preference. Evidence indicates that alternative meals are provided if a resident does not like the meals on the menu. Those spoken to expressed a good deal of satisfaction regarding the quality and variety of food offered to them. Snacks and beverages are readily available. Staff and service users stated that visitors are always made very welcome and there are no restrictions on visitors, whom the service users are happy to see. The manager stated that about 10 of the current resident group do not have any contact with family and friends. Hill House DS0000019427.V335016.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 18. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. There is a complaints process that all service users can access, both formally and informally. Staff have the appropriate training to ensure that service users are protected from abuse. However, Safeguarding Adults procedures are not always implemented appropriately. The service users’ legal rights are protected. EVIDENCE: An appropriate written complaints policy is in place. Nine complaints have been received since the last inspection took place. All of these complaints have been resolved to a satisfactory and mutual conclusion. A written procedure is in place for Safeguarding Adults and a Whistle blowing Policy, which staff spoken to were aware of. There are also policies for handling service users’ money, which were checked at previous inspections and were found to be accurate. The inspector received some information regarding Hill House after the first inspection visit on 13/04/07 was completed. Therefore there has been in slight delay in completing this report as the inspector requested a full investigation relating to this complaint. The outcome of this investigation was that there was no case to answer and that none of the issues were upheld. Since the last inspection was carried out the manager and senior staff have completed a full investigation under Safeguarding Adults procedure. The Hill House DS0000019427.V335016.R01.S.doc Version 5.2 Page 16 inspector was concerned that the home did not follow the procedure fully and contact Adult Care Services at the point of disclosure. The manager and senior staff are aware of this concern and have ensured that all staff are fully aware of the Safeguarding Adults procedure to ensure that invaluable information is not compromised by a failure of not adhering to the correct procedure. Hill House DS0000019427.V335016.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 – 26. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Hill House is clean and generally well maintained and promotes service user safety and comfort. However, some internal re-decoration is required. Individual and communal facilities are adequate to meet all service user needs. EVIDENCE: The home employs a maintenance person and a programme of planned maintenance is followed. The numerous and spacious communal areas and bedrooms are decorated and furnished in attractive domestic colour schemes designed to promote a homely appearance. Carpeting and hard flooring has been replaced, which service users said they appreciate. The manager stated that several areas of the home had been decorated since the last inspection and new carpets in several corridors had been replaced. However, the inspector identified some areas where the carpets were ill fitting. The manager stated that these areas have been identified as needing attention and the carpets have been ordered. There were areas of the home that showed signs Hill House DS0000019427.V335016.R01.S.doc Version 5.2 Page 18 of being worn and aging. Paint and plaster has been chipped off in the corridors on all floors. Furniture and fittings are of a good standard and bedrooms viewed are comfortable. There is good evidence of residents being able to bring personal items of furniture, pictures and ornaments to personalise their rooms. Consistent with the last inspection report, there continues to be a high standard of housekeeping throughout those areas viewed during this visit. Given the level of incontinence with the current resident group, there were no mal-odours present – an observation also reported by service users spoken with. This is quite an achievement and the domestic staff team are to be commended for their hard work and achievement. The manager is responsible for the overall maintenance of the home, which is a constant challenge given the age of some parts of this building. Regular Quality Assurance audits are carried out on all areas of the home All fire checks have been carried out in accordance with health and safety legislation. The last fire drill was carried out on the 8/03/07.The last fire equipment checks were on the 22/3/07. There is a current fire Risk assessment dated the 17/2/4. The last quarterly audit was carried out on the 9/3/07. Hill House DS0000019427.V335016.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 – 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There is an effective and dedicated team of care workers and other supporting staff, who have good knowledge of the health and assessed needs of the service users. The training programme for staff is structured and consistently maintained. The recruitment process is thorough and complies with legislation so to protect vulnerable people. EVIDENCE: All the staff have demonstrated their dedication to their work in caring for the service users. This was further evident by the complimentary remarks received from the service users interviewed during the inspection “They are all so kind and caring”. The members of staff present confirmed that they are given opportunities to attend external and in-house training programmes. Staffing levels provided are adequate. The manager confirmed staffing levels as 4 Rgn’s and 12 carers on each shift plus 3 waking night care per night. There is currently has one full time RGN post vacant. Interviews and an appointment are expected later this month. The standard of staff training is good and records proved that all staff are receiving the mandatory training required including, dementia care, medication training, manual handling, safeguarding adults. The last staff meeting was held Hill House DS0000019427.V335016.R01.S.doc Version 5.2 Page 20 on the 4/4/07 and staff confirmed they receive a minimum of six supervisions per year. The recruitment files for 3 new members who have joined the staff team were viewed. Robust recruitment practices are observed to offer protection to service users and in line with legislation; all documentation including CRB and written references are maintained on these files. Hill House DS0000019427.V335016.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 – 38. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Service users benefit from living in a well managed home where procedures for maintaining records, promoting safety and supervising staff ensure that the welfare of service users is promoted at all times. However, some concerns have been raised regarding the implementation of the safeguarding adult procedures (see complaints and protection), which may leave people at risk. EVIDENCE: The manager has been in post for a period of 16 months and has implemented some positive changes to the home. The administration and management of the home are consistently well maintained. The management approach creates an open, positive and inclusive Hill House DS0000019427.V335016.R01.S.doc Version 5.2 Page 22 atmosphere. The manager works as part of a team with other seniors and those spoken to said that this group works effectively and well. Staff and service users said that they were clear about procedures in the home and that the manager and deputy were approachable and supportive. The senior staff carry out supervisions to all staff. The manager ensures that these supervisions are carried out at least six times per year. Staff meetings are held but records checked confirmed that the most recent meeting was held on the 4/4/07. There was a current insurance certificate displayed and is valid until the 30th June 2007. All fire records were accurate on the day of the inspection. Staff were aware that service users and families could access their records, subject to individual permission and the Data Protection Act. The home provides the CSCI with details of all significant accidents and incidents and with regular reports from Head Office staff visits. All the records checked, including care plans, risk assessments, accident reports, staff recruitment documents, complaints and medication records had been completed accurately, indicating a disciplined approach. Hill House DS0000019427.V335016.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 2 3 3 3 3 x HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 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 3 3 2 Hill House DS0000019427.V335016.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP18 OP30 OP38 Regulation 13(4)(c) (6) Requirement The correct procedure in relation to Safeguarding Adults must be followed and strictly adhered to at all times. Timescale for action 20/06/07 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 OP1 OP12 Good Practice Recommendations A complete copy of the CSCI inspection report should be on display – pages should not be omitted. The frequency of residents meetings should be increased to suit service users. Hill House DS0000019427.V335016.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Hertfordshire Area Team CPC1 Capital Park Fulbourn Cambridge CB21 5XE 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 Hill House DS0000019427.V335016.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!