CARE HOMES FOR OLDER PEOPLE
Hillcrest Residential Care Home for the Elderly Manley Road Frodsham Via Warrington Cheshire WA6 6ES Lead Inspector
Sue Dolley Unannounced Inspection 16th March 2007 09:00 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 Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.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. Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION
Name of service Hillcrest Residential Care Home for the Elderly Address Manley Road Frodsham Via Warrington Cheshire WA6 6ES 01928 733615 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) Fox Covert Limited Acting manager – Julie Oultram Care Home 32 Category(ies) of Dementia - over 65 years of age (7), Old age, registration, with number not falling within any other category (32) of places Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION
Conditions of registration: 1. The home is registered for a maximum of 32 service users to include:* Up to 32 service users in the category of OP (Old age not falling within any other category). * Up to 7 service users in the category of DE (E) (Dementia over the age of 65 years) One bedroom of the three numbered 1,2, or 5 may be used as a shared room 1st December 2006 2. Date of last inspection Brief Description of the Service: Hillcrest is a large detached house built around 1920. It has landscaped gardens and ample car parking and is within a mile of the village of Frodsham. Hillcrest was acquired in October 2006 by Fox Covert Ltd. The proprietors are Peter and Vanessa Hannah. The home has 31 bedrooms, one of which may be used as a double giving a total of 32 registered places. 7 of the registered places may be used to provide care for older people with dementia care needs. All the bedrooms are comfortably furnished and decorated to suit individual preference. 20 of the bedrooms have en suite facilities and there are communal bathrooms on each floor. All rooms are currently used as single rooms although the conditions of registration allow one of the three largest rooms (Numbers 1,2 and 5) to be used as a shared room at any one time. There are several lounge and dining areas providing ample communal space. There is a pleasant conservatory and attractive, adjacent outdoor patio area with additional seating. Residents have access to all communal areas, which provide opportunities to have a choice of environment in which to relax, undertake activity or entertain visitors. The owners, staff and residents take a pride in the environment. There is a relaxed atmosphere within the home and the premises are well presented, fresh, clean, bright and welcoming. The scale of charges, are from £365.00 to £410.00 per week. Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 5 SUMMARY
This is an overview of what the inspector found during the inspection. This unannounced inspection took place on 16th March 2007 and in total took six hours to complete. This was to assess if the residents needs were being met at the home. Prior to the inspection the proprietors completed a pre inspection questionnaire. They also provided a copy of a strategic development plan to provide up to date details about the home and services and to set out the planned developments to be undertaken at Hillcrest. During the site visit a tour of the premises took place and included all the shared areas such as the lounges, dining rooms, shared bathrooms and toilets, the kitchen and the laundry. The proprietors, the acting manager, several staff members, residents and visitors contributed to the inspection of the home. What the service does well: What has improved since the last inspection?
The transfer of the business was well managed and residents, their supporters and staff members have been kept well informed of the changes and were given opportunity to discuss any concerns. The new owners have compiled a strategic development plan to set out the planned developments to be undertaken at Hillcrest and to record progress towards these objectives. The new owners have completed their own review of the home. They have undertaken an assessment against the National Minimum Standards and have produced a schedule of tasks and actions to bring about further improvements during each calendar quarter. Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 6 New care planning documentation is being completed. The administration processes within the home are being developed and made more robust and work is underway to introduce a system of quality monitoring. The management, administration and recording of medication had much improved since the last site visit, due to a tightening of procedures and a better system of storage and dispensing. Updated information is now available to prospective service users to ensure they have the information they need to make an informed choice about where to live. Each person living at Hillcrest has been provided with a new written contract/statement of terms and conditions within the home. 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. Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.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 Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.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 adequate. This judgement has been made using available evidence including a visit to this service. The assessment process would benefit from a review to ensure individuals move into the home after having their needs assessed, are assured that they can be met and their care needs are adequately recorded. EVIDENCE: A total of four care files were checked. One care file relating to a person admitted in late 2003 contained a wealth of information and had well written care plans in place except that the care plan relating to cognition and perception had not been completed. The three remaining care files related to frail elderly people who had been recently admitted. The recently introduced care plan documentation had not been fully completed. Emergency contact information, medical and personal
Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 9 histories had been recorded on each care file but evidence of pre- admission assessment documentation was not available on two of the care files. The new owners acknowledge that the assessment process could benefit from a review. There is also an intention that the new care plan documentation, which has recently been introduced, will be completed for each individual by the end of May 2007. Hillcrest does not provide intermediate care. Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.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 good. This judgement has been made using available evidence including a visit to this service. Health and personal care needs are met. Medication is well managed and staff members are attentive, respectful and courteous when supporting people. EVIDENCE: The sample of four care files checked, showed that staff members monitor residents care needs and referrals had been made for specialist health advice or treatment as needed. Residents are registered with a GP of their choice within the local area. The district nursing service provides support to residents within the home, and district nurses maintain a record of treatment and care.
Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 11 The new owners are in the process of introducing new care plan documentation for use within the home. Each residents care plan is contained in a separate folder to ensure privacy and confidentiality. There is separate file containing handover sheets to enable senior staff members to discuss and record pertinent daily information regarding each resident. These are completed twice daily and ensure staff members are made aware of any changes and then can provide continuity of care. The records checked, provided evidence of good liaison with the supplying pharmacist, local General Practitioners and district nursing staff to ensure prompt care and attention. The medication administration records were checked and had been carefully completed. Several residents are supported to self –administer their medication and this was clearly documented. Specific instructions and medication to be given ‘as and when required’ were well recorded. A book is kept to record any changes to medication, to alert staff members to any short course medication prescribed, discontinuation, reduction or increase in medication. Photographs of residents were provided alongside the medication administration records to aid identification. The management, administration and recording of medication had much improved since the last site visit, due to a tightening of procedures and a better system of storage and dispensing. During the site visit it was noticed that the usual list of pre- printed medication omission codes were missing from some medication administration records. The acting manager immediately took action to contact the supplying pharmacist to rectify the problem. Advice was given regarding ensuring all alterations to the medication administration records are clear and any additional notes regarding administration are written on the reverse of the records. During the site visit, in depth discussion took place with two residents. Both provided very positive comments regarding the care and attention provided by friendly and courteous staff members. Each resident said they felt confident that their health care needs would be met promptly and both said that staff members helped to maintain privacy and dignity when providing care. Many compliments were received about the standard of housekeeping and the food provided at Hillcrest. Residents were observed to be well cared for and relaxed within their chosen environment. Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 12 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 excellent. This judgement has been made using available evidence including a visit to this service. There is opportunity for residents to participate in a range of activities, to meet their needs, to match expectations and preferences. Residents receive an appealing varied and balanced diet. Personal preferences and choices are accommodated and alternative meals are provided on request to the satisfaction of residents. EVIDENCE: A high level of interaction was observed between staff members and the people cared for. It was evident that staff knew residents well and there was a friendly and supportive rapport. There was a constant stream of visitors to the home during the site visit and staff made visitors fell welcome within a relaxed and friendly atmosphere. Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 13 There is a regular programme of activities within the home. The activities were advertised on the notice board and included, quizzes and bingo and craftwork etc., which people said they always enjoy. Recently a number of residents’ family members have stated that they would like to see an increase in the level of activities available. The owners have acknowledged that most of the activities are facilitated by care staff members who are sometimes unable to devote uninterrupted time to the provision of activities due to tending to care needs. To address this issue there is an intention to advertise for an activities co-ordinator to provide an additional ten hours per week dedicated time to help plan, organise and provide activities. This provision is to be reviewed by the providers on a regular basis to establish if further hours are required. Residents’ interests are recorded within their care files and residents meetings provide a forum for people to discuss their social and recreational needs. During the site visit residents were engaged in a number of activities including gentle exercises and playing a game of Hoopla. One resident was engaged in craftwork, whilst others read, conversed with each other or welcomed their visitors. Recently musical entertainers had visited and there had been a film show. Visitors spoken with confirmed that they were always made to feel welcome at Hillcrest. Relatives travelling some distance are offered a meal and there are good links with the local community with regular visits by clergy, book- sellers and entertainers in addition to services offered by hairdressers, chiropodists and a mobile library. The daily menu was on display in the reception hall and the menu choices are imaginative, varied and appealing. In addition to the daily menu a selection of salads and healthy options are available each day. Many positive comments were made about the meals provided and residents appreciated the daily discussions with the chef to plan their meals. Examples of recent menus were seen and a wide variety of meals had been prepared. During the site visit the kitchen was visited and was orderly and clean. The home received a Platinum ‘Food Safe’ award from Vale Royal Borough Council for 2006/2007. This award was one of only eight awarded to care homes in Cheshire. Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 14 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. The complaints procedure is being reviewed and staff members are receiving Adult Protection training and Whistle -Blowing training to ensure residents, are safeguarded. EVIDENCE: The complaints procedure is in the process of review. Complaints/concerns are currently logged in a complaints book, which outlines any action taken to resolve matters. There are plans to introduce a complaints form to ensure the logging and recording of complaints at Hillcrest is thorough. An example of this complaints form was seen and will enable all pertinent information to be recorded. Adequate measures are in place to ensure residents’ protection at Hillcrest. Several staff members have received Adult Protection training and Whistle Blowing training to help raise awareness and further training is planned. Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 15 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 good. This judgement has been made using available evidence including a visit to this service. Residents live in a well maintained, and clean home which is furnished to a good standard providing a comfortable and homely environment for residents. EVIDENCE: The communal areas of the home, shared bathrooms and toilets were checked. The home is well maintained, furnished and equipped to suit residents’ needs. The premises are attractively decorated and carpeted to a high standard, providing a comfortable environment for residents with a choice of lounge space available. A high standard of housekeeping was evident throughout the home and residents spoken with confirmed the standard of housekeeping is consistently high.
Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 16 During a tour of the premises it was noticed that in one shared bathroom a bath panel was cracked and had been taped and tiles were missing from below the sink area. Loose wheelchair footrests were stored in an area underneath a stairway. The carpet to a lounge leading from the conservatory had some frayed edges near to a joint and may present a tripping hazard. A diffuser was missing from a fluorescent light in the kitchen. During feedback to the inspection, advice was given regarding these minor matters and they are to receive attention shortly. To maintain the high standard a rolling programme for refurbishment and redecoration is to be put in place. Consideration is being given to the possible replacement of two gas boilers, which are almost twenty years old. Twenty of the bedrooms have en suite facilities and there are communal toilets and bathrooms on each floor. Suitable adapted bathing facilities are provided. The grounds are well kept, attractive and safe and are maintained by a longterm contract gardener. A room is always made available for residents to meet visitors in private and there is a no smoking policy throughout the home. New machinery has been installed in the laundry room. The laundry area is small but adequate. The treatment room has been converted to give additional office space and all office space has recently been re-organised to improve efficiency and has been redecorated. The stair lift has been serviced and repaired. Due to its age and due to difficulty in obtaining replacement parts, this may need replacement in the future and quotes for a replacement are being obtained. The passenger lift has been serviced and will be refurbished in the near future. An infection control policy is in place and was reviewed in July 2006.There is a policy in place to ensure the safe handling of clinical waste. Staff members are given instruction and guidance regarding maintaining a hygienic and safe environment during their period of induction. Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 17 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. NVQ training and other appropriate training is continuing to ensure staff members receive support and are competent and confident in their caring roles. The recruitment process needs some improvement to ensure prospective staff members are fit to work at the care home and residents are protected. EVIDENCE: The staffing rota was sufficiently well maintained to evidence appropriate staffing levels, skill mix and person in charge arrangements. Most staffing shortfalls due to sickness and annual leave are generally covered from within the home by existing staff members. Regular agency staffing occasionally provide a small amount of cover and the agency staff are well known to residents. The owners and acting manager have noticed that staff members in the early evening are sometimes very busy and consequently an additional member of care staff is to be deployed during this time to ensure all care needs can be met promptly. Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 18 The pre- inspection questionnaire states that 47 of care staff members have qualified to NVQ level 2, an additional 13 are working towards NVQ level 2. Five members of staff are responsible for administering medication and have received appropriate training. Three staff recruitment files were checked. Each file contained evidence of Protection of Vulnerable Adults first checks and Criminal Records Bureau clearance, proof of identity and qualification. One file did not contain a photograph of the member of staff but this had been requested. One file contained one written reference although the company records stated that two references had been received. The owners believe that the recruitment process could be improved by having a check -listed recruitment procedure. They have also stated that the organisation of staff files would benefit from a computerised system capable of reporting outstanding items during recruitment, and recording training and qualifications obtained. It is intended that these systems will be put in place. A staff- training matrix is being developed to record members of staff and the training they receive. Induction training, foundation training, health and safety training, fire training and all other training continues to be provided and staff members are prioritised for all other relevant training as necessary. Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 19 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 and 38. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Hillcrest endeavours to run the home in the best interests of residents to promote health, safety and welfare and the processes of managing and running the home are open and transparent. EVIDENCE: The new owners have met residents, staff and relatives individually and have assured the relevant parties of their commitment to the ongoing success of the home. Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 20 Hillcrest has recently undertaken its own quality assurance survey. Examples of responses were seen and provided very positive comments with satisfaction expressed about the personal care and support, management, daily living and premises. There is an intention to distribute questionnaires at least annually to seek the views and feedback of residents, relatives and other stakeholders. The existing deputy manager, who has worked at Hillcrest for fifteen years and has been acting manager since the beginning of 2006 has been offered the post of manager. She already holds a registered managers award and her application to the Commission for Social Care Inspection to become the registered manager will be submitted shortly. The owners are gradually introducing aspects of their own philosophy and ethos to strengthen the running of the home and to make the administration of the home more robust. They aim to develop the home and provide a professional approach. Staff uniforms have recently been introduced to make staff more readily identifiable and to provide staff members with a practical mode of dress when giving personal care. Whilst some residents at Hillcrest keep and control their own money, most have help to safeguard their money. The home records all financial transactions and each is signed, checked and countersigned. Three examples of residents’ money and written balances were checked and were accurate with receipts kept as appropriate. Advice was given regarding ensuring residents have receipts for hairdressing charges. Staff members are given basic health and safety at work training and risk assessment document was well maintained and up to date. The owners intend that the registered manager will obtain a nationally recognised qualification in health and safety which will enable her to review all aspects of health and safety within the home and make changes where necessary. A review of staff training needs is currently underway and staff members are to be nominated for moving and handling, first aid, fire safety, food hygiene and infection control training as necessary. A review of safe storage, equipment, servicing, water temperatures etc. is also being completed to ensure residents and staff are within a safe environment. Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 21 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 2 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 22 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 OP3 Regulation 14 (1) (a) Requirement Timescale for action 30/04/07 2 OP29 19 The registered person must ensure that pre- admission assessments are completed, recorded and stored alongside care plan documentation for staff members to refer to. 30/04/07 The registered person must ensure that people are not employed to work at the care home unless the information and documents specified in Paragraphs 1 to 7 of Schedule 2 of The Care Homes Regulations 2001 have been obtained. (This requirement remains unmet from a previous inspection on 1st December 2006). 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 Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 23 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 Hillcrest Residential Care Home for the Elderly DS0000068307.V328825.R01.S.doc Version 5.2 Page 24 - 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!