Inspection on 02/07/07 for Hillingdon House

This inspection was carried out on 2nd July 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is (sorry - unknown). The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector found there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

Other inspections for this house

Hillingdon House 05/11/08

Hillingdon House 10/10/06

Hillingdon House 30/01/06

Hillingdon House 18/02/05

Hillingdon House 15/06/04

Similar services:

Maple Lodge

Heathlands

Aston Court Nursing Home

Breme

Ravenhurst

Bank House

Inspirations

Ashcroft Hollow Nursing Home

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

CARE HOMES FOR OLDER PEOPLE Hillingdon House 170-172 Ashby Road Burton On Trent Staffordshire DE15 0LG Lead Inspector Mrs Wendy Grainger Key Unannounced Inspection 09:30 2nd July 2007 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 Hillingdon House DS0000004958.V338557.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. Hillingdon House DS0000004958.V338557.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hillingdon House Address 170-172 Ashby Road Burton On Trent Staffordshire DE15 0LG 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) 01283 510274 F/P 01283 510274 Mrs Jean Ann Miles Miss Joanne Louise Miles Mrs Jean Ann Miles Care Home 21 Category(ies) of Old age, not falling within any other category registration, with number (21) of places Hillingdon House DS0000004958.V338557.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 1 PD minimum age 60 yrs Date of last inspection Brief Description of the Service: Hillingdon House is a residential care home offering 21 places for older people; it is not registered to support people with dementia. At the time of this inspection there were people who use the service with a dementia; their needs were met in the older persons category. The home has a registration to accommodate one person under 65 with a physical disability. Hillingdon House consists of two neighbouring Victorian properties; one houses 14 residents, the other 7. It is situated in a residential area of Burton-upon-Trent, affording residents the opportunity of maintaining links with the neighbouring community. It is well placed for the town centre and has the facility of a main bus route. Both the exteriors and the interiors of the properties are well maintained; they are both very clean and the décor is set to a good standard. The residents are offered easy access to all areas of the home by the use of grab rails and a lift. All bedrooms meet the required sizes set out by the national minimum standards and are equipped with suitable fixtures and fittings. The bathrooms and toilets are well located and offer appropriate equipment and facilities. Communal areas are spacious and comfortable; patio areas with seating are available and easily accessed. From the information provided on the day of the inspection the current fees were £280 -£355, there would be additional cost for personal toiletries, hairdressing and any periodicals/newspapers and private chiropody. Mrs Jean Miles is the registered manager and the provider. Hillingdon House DS0000004958.V338557.R01.S.doc Version 5.2 Page 5 Hillingdon House DS0000004958.V338557.R01.S.doc Version 5.2 Page 6 SUMMARY This is an overview of what the inspector found during the inspection. Mrs W D Grainger Inspector carried out this key unannounced inspection over the period of one day with the provider who is also the registered manager. At the time the home and annexe had a total of sixteen people who use the service in residence. From the information provided in the annual quality assurance assessment the home was inspected to ascertain if the information and the service provided met the needs of the people who use the service. The inspector evidenced care records, documents, reports, a tour of the home and annex was included in the inspection. Discussions, how the home had reviewed and addressed the previous requirements. Staff observation of the commitment of care to the people who use the service, district nurses and visitors were spoken with. The medication round was evidenced during the inspection. Comments from families were extremely complimentary about the home, the care it and the staff provide and the contentment of their particular relative. What the service does well: During the inspection the inspector spent time sitting and speaking with the people who use the service, in various parts of the home including the annexe. Each one was well presented; this may have been for some residents with the assistance of the staff. People who use the service were served breakfast when they arrived in the lounge/dining room. Two residents spoken with told the inspector that they had the option to rise and retire at a time to suit them. “ the staff come and help me when I am ready” “ the staff are good its nice to know they are here at night” Staff were observed to be sensitive and knowledgeable of the needs and daily social routine of the people who use the service. Hillingdon House DS0000004958.V338557.R01.S.doc Version 5.2 Page 7 Two relatives were spoken with “we are well pleased with the home, they listen and act on anything that is discussed with them”.” Since the turn over of the staff the present ones are good.” “Mum is well cared for” “we can visit at any time they don’t even mind meal times” “We are comforted knowing Mum is well cared for by good staff” “ we had a feeling when we entered the home when looking for a place”. We cannot fault it” “ mum has a problem but the staff keep the room very nice and we could bring in some of mums things” The home throughout was maintained to exceptionally high standards by the housekeeping staff. Menus displayed a balanced and nutritious diet, home cooking was prepared where ever possible. What has improved since the last inspection? Following the previous inspection the provider has continued to operate the home to offer personal care to a group of older people. There had been a number of changes to the home and to the staff group recently. The provider/manager had addressed the requirements made on the random report. The staff team had changed over a period of time the home now had a more stable committed staff team. On going refurbishment and redecoration continued. New menus have been implemented to meet the dietary needs of the people who use the service New activity programme presented by a new activity co-ordinator has been arranged to provide stimulation for the people who use the service including the people with a dementia by including them in any activity. Policies have been reviewed and up-dated where necessary the provider recognises that this was an ongoing project. The dining room and lounge have been tastefully decorated. New furniture and carpets for some rooms had been purchased. Hillingdon House DS0000004958.V338557.R01.S.doc Version 5.2 Page 8 A new washer and dryer had been purchased. The kitchen has been up-dated and a new cooker purchased. 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. Hillingdon House DS0000004958.V338557.R01.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 Hillingdon House DS0000004958.V338557.R01.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): Quality in this outcome area is good Standards 1,3,4, were reviewed, standard 6 is not relevant to the care provided. This judgement has been made using available evidence including a visit to this service. No person was admitted to the home without a prior to an assessment of his or her needs. Documents relating to the services and facilities provided were displayed in the home and available to any person. EVIDENCE: The evidence provided in the Statement of Purpose located in the front entrance, and the annual quality assurance assessment. Also evidenced in care plans identified that prospective people who use the service were invited to the home and assessed prior to admission. The provider and deputy take the responsibility of completing assessments at a place to suit individuals prior to admission. Hillingdon House DS0000004958.V338557.R01.S.doc Version 5.2 Page 11 There was a need for the provider to construct a standard letter to be sent to the person or their representative to confirm the placement. The home had an arrangement that people who use the service were accepted on a trail period this was to ensure that the placement was the right one for both parties. Hillingdon House DS0000004958.V338557.R01.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): Quality in this outcome area is good Standards 7,8,9,10 were reviewed. This judgement has been made using available evidence including a visit to this service. Arrangements were in place for the continue health care from other agencies. The system used for the administration of prescribed medication needed to be firmed up in respect of the responsible person signing records. In general the sample of care plans seen and reflected the care provided combined with detailed reports. EVIDENCE: A sample of three care plans were case tracked, each person seen had a different daily routine and needs. Staff meet the diverse needs of individuals with activities based on their abilities, concentration and choice; emotional support was part of the care package and the staff respecting their spiritual needs. Hillingdon House DS0000004958.V338557.R01.S.doc Version 5.2 Page 13 The assessments and care plan created by the provider and staff with the individual where possible reflected the care required. The home has the routine of completing reports which were pertinent to the care provided and reflected any changes occurring. The provider maintained an overall view of the daily reports. A key worker system operates and appears to be satisfactory with the people who use the service. From the evidence in the sample of care plans, there was a need to reconsider the format and details of individuals risk assessments, to include all aspects of the care and calculated risks experienced by individuals. A district nurse spoken with expressed her satisfaction with the staff and the care they provide, the staff followed instructions and contacted the surgery when necessary. She felt that during any visit the staff respected individuals’ privacy Due to the time the inspection commenced the medication administration was evidenced twice once as the normal routine and the second during the observations made when the lunch had been served. The provider completed this on the day; at other times it would be the senior care on duty. Each responsible person had completed training and been given guidance from the local pharmacist. The only concern raised with the provider was that she signed following the total administration of medication. The inspector was told because of the cassette system these were the guidelines given by the local pharmacist. It was agreed by the provider to review the practice and sign after the medication had been taken. The provision of medication was to be changed in the very near future to another system. The provider had identified a number of errors in the present system and felt that it was not sufficiently robust for the resident’s safety. Staffs on duty were warm, caring and helpful. The people who use the service and visitors complimented the staff. It seems that the turn over in the staff had been a positive move. People who use the service told the inspector that “it was much better” “I am happy here” “I go out most days and tell the staff” During the inspection the staff were relaxed with the inspector and continued with their routine of supporting the people who use the service. Visitors told the inspector that they were comforted knowing her mum was “safe and well cared for”. She had the greatest respect for the staff “who do a great job”. Hillingdon House DS0000004958.V338557.R01.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): Quality in this outcome area is good Standards 12,14,15 were reviewed. This judgement has been made using available evidence including a visit to this service. People who use the service maintained contact with their families as they wished; they were supported and enabled to make choices. From the evidenced in the four-week, menu people who use the service were served a balanced diet. The activity programme offered a diverse programme to suit individuals. EVIDENCE: A number of the people who use the service were spoken with, they were complimentary about the home. “ I would know who to tell if I needed anything” “I enjoy the food and staff company” “ the staff look after me” During the day a small group of residents were observed to paint and draw pictures. The home had a new activity Co-ordinator who has introduced a new programme. Hillingdon House DS0000004958.V338557.R01.S.doc Version 5.2 Page 15 Celebratory days were made special, the newsletter informed visitors that from the collection of photographs they had provided made the Valentine cards created by the residents extra special for the families. The newsletter was displayed on the notice board informed the residents of the changes the home had undergone and how from the comments received was for the better. It was the personal choice of one person to remain in their bedroom; this person told the inspector that he enjoyed his own company, surrounded by personal possessions, and television. The resident goes into the community on a regular basis. Families were seen to visit and take out their relative for lunch. The home operated a four-week menu, the menus seen identified that not every day had an alternative served. The menus were based on the preferences of the people who use the service. At the time of the inspection there were no special diets. Mixtures of fresh and frozen vegetables were served. The meal of the day was well presented and alternatives served, as was the size of the plate used. The inspector evidenced the daily record where residents were asked their preference for lunch and tea. The kitchen while small had the capacity to cater for all the catering needs of the home. Hillingdon House DS0000004958.V338557.R01.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): Quality in this outcome area is good Standards 16,18 were reviewed. This judgement has been made using available evidence including a visit to this service. Robust procedures for the employment of new staff incorporated with staff training ensured that people who use the service were protected from abuse. EVIDENCE: The home had a complaints process displayed within the relevant documents and in the entrance to the home. The Commission had received no complaints since January 2006. The provider had a procedure for any minor issues raised, which if necessary would be recorded and would be dealt with immediately. The provider within the timescale stated would address any formal complaint. There had been a commitment from the new and existing staff to attend a course for the safe guarding of residents from abuse. It is important that all the staff receive this training. As part of the staff induction the “whistle blowing policy was promoted. This was confirmed when speaking with the morning staff on duty. Two people who use the service told the inspector that they would know who to speak to in they had a problem. Hillingdon House DS0000004958.V338557.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): Quality in this outcome area is (excellent Standards 19 ,23,24,25,26, were reviewed. This judgement has been made using available evidence including a visit to this service. The home had exceptionally high standards of hygiene, quality fixtures and fittings; it was very well maintained for comfort and safety. EVIDENCE: Located on the periphery of the town of Burton –on – Trent Hillingdon House and annexe stands in there own grounds alongside a busy main road, there is limited traffic sound that emits into the homes. The provider had a programme for the refurbishment, decoration and replacement of fixtures and fittings. The home was warm, comfortable and homely. Hillingdon House DS0000004958.V338557.R01.S.doc Version 5.2 Page 18 Since the previous inspection there had been changes to bedrooms, the dining room and lounge has been decorated. Carpets have been replaced, and new equipment has been purchased. A tour of the home evidenced that people who use the service were encouraged to bring in personal possessions; this was confirmed by one of the visitors “it makes mums room special with her things around” The housekeeping staff should be congratulated for the very high standards maintained throughout the homes. Bathrooms were located throughout the home; one in particular was exceptional in its size design and decoration. Staffs need to ensure that in the shower room on the ground floor that any items used should be replaced into the small cupboard provided. Located outside the main house the laundry also acts as a small staff room, new laundry equipment had recently been purchased. The owner had plans to further enhance bedrooms, the patio areas were to be re-laid to ensure the safety of the people who use the service. Hillingdon House DS0000004958.V338557.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): Quality in this outcome area is adequate Standards 27,28,29,30 were reviewed. This judgement has been made using available evidence including a visit to this service. The home had recruitment procedures that protect and support the people who use the service. The home had made a commitment to ensuring the staffs were competent and trained to do the job they were employed for. The inspector had a concern in respect of the staffing levels at night. EVIDENCE: The home had undergone a turn over in staff over a period of twelve months. The provider had made a commitment to providing mandatory training for the new staff and refresher training where applicable. The home had a mixed age group of staff, which provided continued care while bringing different aspects of life in from the community. Staff meetings were balanced and recorded, staff informed the inspector that they were aware of the implications and understanding of the homes “whistle Hillingdon House DS0000004958.V338557.R01.S.doc Version 5.2 Page 20 blowing policy” they confirmed that supervision took place and they welcomed the opportunity to discuss training and development. The provider could demonstrate the programme for further training later in 2007 this included Moving & Handling, Infection Control, Food Hygiene, First Aid and a further fire lecture. Discussed with the provider as the home had a registration for dementia, and while the home had 50 of the staff with a National Vocational Qualification Level II & III it was essential that all the staff received training and to resource a course for the care of people with dementia and or mental health needs. Some of the planned training was to be distance learning. The inspector had a concern in respect of the staffing levels for the night shift, Hillingdon has two separate houses; there is a potential problem with one staff on duty in the main house and one asleep in the annexe; people who use the service would be left unsupervised in the event of an emergency in one house. At the time of this inspection the home had some vacancies with a low dependency level. The Commission will monitor this on further inspections. Staff records were reviewed, there was evidence of the staff supervision records as confirmed by the staff spoken with. Supervision could be more frequent from the records seen. The provider agreed and will address this. Since the previous inspection there had been an improvement in the staff records, which demonstrated that the required checks were in place prior to employment. The owner advertises locally for staff, an induction programme record was on file. The home had 50 of the staff with a National Vocational Qualification level II or III. Hillingdon House DS0000004958.V338557.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): Quality in this outcome area is adequate Standards 31,33,35,38 were reviewed This judgement has been made using available evidence including a visit to this service. An experienced manager and owner operated the home to the best interest of the people who use the service. The surveys seen demonstrated that families were satisfied that their relative was safe guarded by the staff team. The owner needed to ensure that the daily safety of the people who use the service was protected with regular checks on the water accessed by individuals. EVIDENCE: Hillingdon House DS0000004958.V338557.R01.S.doc Version 5.2 Page 22 The provider had a number of years experience in the caring profession, she was at the time of the inspection completing her Registered Mangers Award which she hope to finish later in 2007. The home is a family business, with some of the staff being immediate family. The deputy care manager is completing Level IV National Vocational Qualification. The provider did not handle personal finances for the people who use the service. A selection of relative surveys were seen, positive comments were recorded “staff always demonstrate discretion” “ I would like to express my thanks and gratitude to all the staff for their kindness and genuine caring” “kindness its self the girls are great” The owner is to extend the surveys to other stakeholders who visit the home. An immediate requirement was left with the provider following the examination of the records for the monthly testing of water accessed by people who use the service. On many occasions the water tested was above the required recommended temperature of 43/46 degrees. Records for the prevention and protection in the event of a fire were satisfactory. The previous visit made two requirements to ensure compliance with the new fire regulations; and further building risk assessment of the building, both have been part completed and remain on going for the management. The commission will monitor this on further inspections. The inspector advised that any in house training or as part of their training in a fire drill that the staff personally sign the records. Hillingdon House DS0000004958.V338557.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 3 X 3 3 X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 4 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 X 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X 4 4 4 4 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 3 X N/A 3 X 2 Hillingdon House DS0000004958.V338557.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? Yes on going 1&2 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 OP38 Regulation 13(4)(a) Requirement The registered person must ensure further building risk assessments are implemented. remains on going from the previous inspection 10/02/07 Timescale for action 30/08/07 2. OP38 24(4)(c)(ii The registered person must liaise 30/08/07 i) with the fire officer to ensure compliance with new fire regulations. Part Met remains on going from the previous inspection10/02/07 13(4)(c) Any unnecessary risks to the people who use the service should be identified and so far as practicable removed water temperatures should be within the recommended levels. Immediate requirement left with the owner. 03/07/07 3 OP38 Hillingdon House DS0000004958.V338557.R01.S.doc Version 5.2 Page 25 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 3 Refer to Standard OP38 OP33 OP30 Good Practice Recommendations For staff to sign personally for any in house or fire drill training To extend the surveys to include the stakeholders for feedback on the service provided. To pursue training for all the staff in the awareness of dementia care Hillingdon House DS0000004958.V338557.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Birmingham Local Office 1st Floor Ladywood House 45-56 Stephenson Road BIRMINGHAM B2 4UZ 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 Hillingdon House DS0000004958.V338557.R01.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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