Inspection on 10/09/08 for Hillesden House

This inspection was carried out on 10th September 2008.

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

Hillesden House 18/08/09

Hillesden House 16/09/07

Hillesden House 08/06/06

Hillesden House 23/12/05

Hillesden House 30/06/05

Similar services:

Maple Lodge

Heathlands

Aston Court Nursing Home

Breme

Ravenhurst

Bank House

Inspirations

Westmead

Extracts from inspection reports are licensed from CQC, this page was updated on 13/03/2009.

CARE HOMES FOR OLDER PEOPLE Hillesden House Mount Road Leek Staffordshire ST13 6NQ Lead Inspector Joanna Wooller Key Unannounced Inspection 10th September 2008 09:30 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 Hillesden House DS0000063416.V371742.R02.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. Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hillesden House Address Mount Road Leek Staffordshire ST13 6NQ 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) 01538 373397 caremanager@hillesdenhouse.co.uk Mrs Tervinder Kaur Malhotra Mr Sarbjeet Singh Malhotra Miss Jane Mansell Care Home 22 Category(ies) of Dementia (22), Old age, not falling within any registration, with number other category (22) of places Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care Home Only (Code PC) to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: Older People (OP) 22 Dementia (DE) 22 The maximum number of service users to be accommodated is 22. 2. Date of last inspection 16th September 2007 Brief Description of the Service: Hillesden House is a two storey extended Victorian villa situated on a quiet road on the outskirts of Leek close to the town centre. The Home provides long term and respite care provision for up to twenty-two older people, eight of these people may have dementia as their primary diagnosis. Communal accommodation is provided on the ground floor, comprising of three comfortable lounges and a dining room. There are also six single bedrooms on the ground floor; the first floor offers eight single bedrooms, one with en-suite facilities, and four shared rooms. There is an assisted bathroom on each floor and adequate numbers of additional toilet areas throughout the building. The accommodation is comfortably furnished and offers a homely environment. There are spacious grounds with adequate parking facilities to the front of the home, while there are extensive views over the surrounding countryside from the first floor windows. Fees range depending on the level of care needs and choice of room. The fee information given applied at the time of the inspection; persons may wish to obtain more up to date information from the service. Fees Lowest price variant - £368 to £377 Highest price variant - £393 to £402 Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 5 Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 6 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 star. This means that that people who use this service experience good quality outcomes. This unannounced inspection took place on one day. The Manager was on annual leave, however the providers were in the home and participated in the inspection process. All assistance was given to gain the evidence required for the report. The inspection included the following elements; A walk around the building, Observation and inspection of records relating to provision of care, Discussions with people, who use the service, Case tracking whereby we select several people who use the service, chat to them and look at their care plans and lifestyle in the home. Discussions with several of the staff members on duty, Observation and sampling of other services provided such as catering and laundry, and an inspection of the managerial aspects such as staffing issues, training, recruitment and health & safety. The Commission For Social Care Inspection had dealt with no complaints since the last inspection and the home had received no formal complaints since the last inspection. A few ‘niggles’ had been raised at a residents meeting and these had all been addressed through the minutes of the meeting review. The home manager sent us their annual quality assurance assessment (AQAA) when we asked for it. This document was completed to a good standard and gave us all the information we asked for. What the service does well: This small home is in a pleasant setting and it provides a personalised service to a small group of people. The Manager has considerable experience in providing this service and has worked at the home for over 20 years. Flexibility of routines and choice continue to be the services main objectives and changes have ensured greater empowerment of people who use the service where possible. Activities are co-ordinated within the daily routine of the home to promote interests and hobbies. Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 7 Relatives and friends involvement in the home is promoted and encouraged at all times. The Annual Quality Assurance Assessment tells us “We have a robust policy on equal opportunities ensuring that we have a fair system for all residents and staff alike. We cater for both male and famale residents and all at the age of 65 or above. Residents are encouraged to attend churches of their denomimation if they so wish to do so. We also provide communion at the home where a representative from the church visits monthly. Adaptations have been made to the environment so that all residents have access to all communal areas.” What has improved since the last inspection? What they could do better: We have not made any requirements or recommendations following our inspection. The providers have many plans for improvements, which are already in the process of being addressed. These include; Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 8 • • • • • • Improving people who use the service links with the community The garden is to be levelled and more accessible for the people who use the service The windows are to be gradually replaced A large screen television to be put in the lounge The activities are to be further personalised and varied Replacing the kitchen floor 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. Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 9 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 Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 10 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): Standard 3 and 6. Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. People who may wish to use this service receive a full assessment of their individual needs. EVIDENCE: The services Annual Quality Assurance Assessment (AQAA) tells us; “We have a robust pre-assessment process which is carried out by the Manager of the Home. This assessment covers all aspects of NMS 3.3. The Manager is trained in this area with many years of experience. Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 11 This assessment is carried out in a discreet and dignified manner. The process can include representatives such as family and friends and professional bodies such as social workers, where applicable, assisting in providing as much information as possible to determine whether the persons needs can be met. Once a placement has been offered and they come to live with us, our staff ensure that careplans are drawn up within the timescale highlighted in our policy. These care plans highlight daily living needs and longer term outcomes. We encourage family and friends to provide us with as much information as possible to assist with the care plans, not only so that we can put into place accurate and comprehensive packages but also to ensure family involvement is continued. All prospective residents are given the opportunity to visit the Home on a trial basis so that they can experience first hand the care that will be provided, if they wish to take up residency within the Home.” There was evidence through case tracking people who use the service that the information in the Annual Quality Assurance Assessment was correct. Each person was fully assessed and confirmation was received in writing that their assessed needs could be met in the home. Care records evidenced that full assessments including past medical history was documneted and other professionals were involved in the process. One lady told us that she was’immediately made very welcome in the home’. People who use the service said, “This is very much our home.” They also told us that they are included in making decisions about the home including the décor. One lady said she thought the staff was marvellous and they always made her family welcome. The home does not have intermediate care beds. Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 12 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): Standard 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. People who use the service each have their health, personal and social care needs set out in a plan of care, which demonstrates that, their needs are met. People who use the service are protected by the homes medication policy and procedure and they are treated with respect and their right to privacy is upheld. EVIDENCE: The services Annual Quality Assurance Assessment (AQAA) tells us “All residents who come to live with us have a care plan generated for them, providing the basis for the care to be delivered. This is produced with the assistance of the resident and/or their family as appropriate, creating a care Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 13 plan that is individual to their needs and wishes. Where necessary GP, Social Workers, District / Community Nurses are involved, ensuring that their medical needs are addressed, also care plans are reviewed once a month or as appropriate according to the changing needs of the client. This review takes place with the involvement of the resident and / or with family (if appropriate). All residents are encouraged to maintain relationships with their own GP. The Home has maintained excellent relatioships with all medical practitoners that are involved with residents at the Home. They are able to see their GP in the privacy of their own room. All our residents have the opportunity to visit their Chiropodist, Optician, Dentist etc, but if they wish for the visit to take place at the Home then arrangements are made. If they wish to use the services of the NHS then this is catered for as required. Appropriate risk assessments are carried out for all clients and if they are assessed to be at risk the appropriate care packages are put into place ensuring that where necessary the appropriate professional bodies are contracted to assist the Home to prevent the risk occuring (such as district nurses, dietitans).” There was clear evidence from the care records that we looked at that they are individualised and appropriately updated to show the persons current condition. Health care needs are supported by the District Nursing service and the General practitioner. Medication is admisnistered by the staff and nobody at present self-medicates. There was evidence that the staff have received competency training and relevant medication updates. The supplying chemist supports the home with any necessary advise needs. No issues were raised with regard to storage or administartion of medicines at this visit. Staff were observed during our inspection to show the people who use the service great respect and compassion. The people were chatty with the staff and obviously at ease with them. One lady spoken to for quite some time told us that she always feels ‘well respected and loved by the staff’. One relative spoken to said she would live in the home and that she recommends it to friends in the local community. She said she has total confidence that her mother is well looked after. Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 14 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 and 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use the service are able to meet their lifestyle expectations in the home and they maintain contact with family, friends and the local community. People who use the service exercise choice and control and receive a wellbalanced wholesome diet. EVIDENCE: Activities in the home are based on the people’s own choice and preferences. Activities such as Wii skittles (Electronic interactive games) take place in the lounge and this becomes very competetive between the people. Outside entertainers visit the home and the people enjoy the sing songs that they have. Movie nights are planned and relatives are invited to join them for some supper also. Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 15 The servicesAnnual Quality Assurance Assessment (AQAA) tells us, “Our residents have a choice of meals on the menu and this is varied over a 4 week period, although if anyone does not wish to have anything that is on the menu then we always try to provide an alternative to the choices on the menu. The daily choice of menu are displayed on a board in a dining room for all to see. Residents are very involved in the ideas on the menu and this is varied throughout the year trying to ensure seasonal dishes and products on the menu. Our residents are encouraged to lead as much of an independent life as possible with our support : going into the community, to visit the church, visit friends and family, go shopping etc, have visitors to the Home, and they are encouraged to entertain them as they would if they were at home. We have group of ladies from the community who visit on a regular basis, keeping those who are not able to go out, intouch with what is going on in the community. Residents who are assessed as able to do so, are given the choice to look after their own finances in the interest of daily living. If this is the case then in our service users guide provides information as how to contact services such as solicitors, advocates, benefits etc. Residents are also able to discuss this with the Manager, who would guide them impartially. We encourage residents to bring personal possessions to the Home, if larger furniture is to be bought then we state in our Statement of Purpose that this must be discussed with Manager. In some cases we have small pets if they wish. Our residents are offered a choice of breakfasts in the morning,and a varied menu for lunch providing choices and a choice for the supper. We provide a variety of drinks of tea, coffe and cold drinks during the day and at night before bedtime residents have choice of tea, coffee, milk, malted milk and hot choclate, if they wish with biscuits. Biscuits and home-made cakes are offered throughout the day with the refreshments. We cater for the needs of diabetics, those requiring a low fat or high protein diet, and people with high blood pressure by preparing healthy meals and using alternatives to sugar when baking.” Evidence was available to support the information within the Annual Quality Assurance Assessment and the people who use the service were able to discuss the activities and types of food that they were offered. One relative spoken to said the meals were good, she felt that they were varied and offered a suitable choice. She felt that the people benefited from the home cooked food and the staff observed and assisted the less able people. Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 16 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): Standard 16 and 18 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. People who use the service and their relatives are confident that their complaints and concerns are taken seriously. People who use the service are protected from abuse. EVIDENCE: The home have a complaints procedure sited in the hall which indicates who complainants need to complain to, if they have any concerns and how it will be dealt with, including timescales. This information is provided in their Service Users Guide and Statement of Purpose. It also states the address for us and the local Ombudsmen. All complaints are logged and where appropriate action taken and recorded. No complaints had been received in the home or by us in the last twelve months. People who use the service are encouraged to vote and can either choose to go to vote or use the services of postal voting. People who use the service told us that they have a say in the way in which the Home is run, apart from where there are legislative procedures and Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 17 guidelines which need to be followed. An open enviornment encourages people who use the service to make their own choices about heir individual day including what time they rise or retire, what they would like to wear for the day; what they would like to eat. The manager holds regular meetings for the people who use the service so that they can be informed to changes taking place and provide a point of discussion, and in some cases be part of the decision making process. The manager feels that by giving the people who use the service the opportunity to have a choice and being involved in certain matters of the home, and by keeping them informed of issues especially in the way in which the home is run, we are empowering our residents and ensuring that they are protected. The Annual Quality Assurance Assessment tells us “All staff within the home are trained in knowing the different types of abuse; how to prevent it; how to detect abuse and if it is suspected then staff have been trained on the procedure of reporting an issue. All staff employed follow a strict and robust process of recruitment ensuring that refernces and disclosures are carried out, including POVA checks, before employment can be initiated. We are currently a registered body for disclosures are in control of our own applications.” This information was supported by recruitment and training records that we looked at and by talking to the staff. Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 18 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 and 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use the service live in a safe, well-maintained environment that is clean, pleasant and hygienic. EVIDENCE: The home continues to be refurbished on a rolling programme. Many bedrooms have had new carpets and curtains fitted. Each bedroom has been supplied with a new bed with an orthopaedic mattress to assist the people who use the service individual comfort. The communal areas were seen to be are clean, clutter free and tidy. Many of the bedrooms were well personalised and welcoming. Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 19 All areas of the home were hygienically maintained and odour free. No issues were raised about infections or infection control within the home. The domestic duties are planned methodically to ensure standards are maintained. One relative described the home as ‘immaculate’, she said she had never seen it untidy and it always smelt fresh and clean. Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 20 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 and 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The numbers and skill mix of staff meet the needs of people who use the service and keep them safe. People who use the service are protected by the homes recruitment policy and procedures, staff are trained and competent to do their jobs. EVIDENCE: Staff ratio to people who use the service was correct at the time of the visit and there was evidence that the people’s needs were being met appropriately. Evidence was seen to confirm that staff had been suitably trained and updated to carry out their duties. Training and supervision have high priority in the homes agenda and regular team meetings inform the staff of the future of the home. Some of the people who use the service said the staff were ‘very kind and friendly’ and ‘nothing was too much trouble for them’. Staff recruitment is robust and follows policy and procedure. We looked at several staff files and found them to be in good order. Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 21 One vacancy for a carer was presently advertised. Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 22 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, 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. The manager ensures that the home is run in the best interest of the people who use the service. She is an experienced manager that ensures the health, safety and welfare of the people who use the service and the staff who work at the home. People who use the service financial interests are safeguarded. EVIDENCE: The home manager has over 20 years experience in the care sector, with 13 years in the position of care manager. She is a very dedicated and is fully Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 23 aware of the people who use the service and their relatives needs. She is currently undertaking the Registered Managers Award which is due for completion this month (September 2008). The manager has a strong relationship with all people who use the service and their families and an excellent working relationship with all staff. The Quality Assurance in the home is robust with annual surveys being distributed with a high percentage being returned. Staff and relatives meetings are held along with one for the people who use the service. People who use the service have their financial interests protected and any money is kept in a safe with records of any transactions. We checked these and found to be correct . The health, safety and welfare of the people who use the service and the staff is protected by the robust maintenance sysytem in place at the home. All necessary check had been made to equipment and power supplies and certificates for such were evidenced at the inspection. Training for staff in manual handling, fire safety, first aid and infection control had all been updated. Risk assessments and the accident book were evidence to be appropriately maintained and audited. Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 24 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 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 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 25 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 26 Commission for Social Care Inspection West Midlands West Midlands Regional Contact Team 3rd Floor 77 Paradise Circus Queensway Birmingham, B1 2DT 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 Hillesden House DS0000063416.V371742.R02.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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