Inspection on 27/03/07 for Holly Grange Residential Home

This inspection was carried out on 27th March 2007.

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

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Holly Grange Residential Home 17/03/08

Holly Grange Residential Home 11/05/06

Holly Grange Residential Home 19/10/05

Holly Grange Residential Home 10/05/05

Similar services:

St Vincents

The Cotswold Home

Newbeech House

Winton House

Rush Court

Hillyfield Rest Home

The Maypole Nursing Centre

The Briars

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

CARE HOMES FOR OLDER PEOPLE Holly Grange Residential Home Cold Ash Hill Cold Ash Thatcham Berkshire RG18 9PT Lead Inspector Marie Carvell Unannounced Inspection 10:35 27 March 2007 th X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address DS0000062526.V325503.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. DS0000062526.V325503.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Holly Grange Residential Home Address Cold Ash Hill Cold Ash Thatcham Berkshire RG18 9PT 01635 864646 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) Mr Sundith Ramdany Mrs Koomari Nanda Ramdany Mr Sundith Ramdany manages the home full time. Care Home 19 Category(ies) of Old age, not falling within any other category registration, with number (19) of places DS0000062526.V325503.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 11th May 2006 Brief Description of the Service: Holly Grange provides accommodation and care for up to nineteen service users over the sixty five years, who have care needs associated with old age. The home is not registered to provide care to people who have care needs associated with dementia or require nursing care; this would require additional registration categories. Due to the number of twin bedrooms, the homes occupancy does not exceed fifteen service users accommodated in single bedrooms, unless a specific request is made to share. The current scale of charges as at March 2007 is between £435.00 and £520.00 per week. There are additional charges for toiletries, hairdressing, newspapers, chiropody and transport for outings. DS0000062526.V325503.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The Commission has, since the 1st April 2006, developed the way it undertakes its inspection of care services. This inspection of the service was an unannounced ‘Key Inspection’. The inspector arrived at the service at 10.35 am and was in the service until 2.15pm. It was a thorough look at how well the service is doing. It took into account detailed information provided by the service’s provider/manager, and any information that CSCI has received about the service since the last inspection. The inspector asked the views of the people who use the services and other people seen during the inspection or who responded to questionnaires that the Commission had sent out. Five service users and two with assistance from relatives, responded to questionaires sent out. The inspector looked at how well the service was meeting the standards set by the government and has in this report made judgements about the standards of the service. A tour of the premises was carried out and a sample of records required to be kept in the home were examined, including case tracking of three service user’s files. At the last inspection seven requirements were made, these were that care plans are generated from a comprehensive assessment of need being undertaken, that service user’s psychological health care and nutritional screening is monitored on a regular basis, that medical treatment is provided in private, that all service users are provided with a varied, nutritious and well balanced diet, that action is taken regarding two unrecorded complaints, that all staff receive training in the protection of vulnerable adults from abuse and the home’s whistle blowing policy and that moving and handling risk assessment and staff training are updated. These have been complied with. Feedback was given to the provider/manager at the end of the inspection. Since the last inspection the Commission received an anonymous complaint about the home. This is referred to in the body of this report. What the service does well: DS0000062526.V325503.R01.S.doc Version 5.2 Page 6 Service users are assessed prior to moving into the home. Comments received from relatives included “ XXX could not be better looked after and I have only admiration for all the staff”. Comments received from service users included “I have lived here for two and a half years and am quite happy” and “ The continuous care and support shown to me is greatly appreciated, my sincere thanks to all concerns”. Service users are encouraged to maintain contact with friends and the local community. Routines are flexible to meet the wishes of the service users. Service users confirmed that their right to privacy was respected. Staff on duty were observed to communicate with service users in a respectful and appropriate manner. The majority of staff have worked in the home for a number of years and have developed a good rapport. Service users and relatives are confident that their concerns and complaints will be taken seriously and acted upon. Policies and procedures are in place to protect service users from abuse. Service users benefit from a stable and well trained staff team. There are satisfactory recruitment procedures in place. What has improved since the last inspection? The provider/manager has developed the care planning documentation including care planning and recording training for all care staff. Medical treatment is now provided in service users’ bedrooms. The provider/manager has in consultation with service users reviewed all menus and food choices. Since the last inspection all staff have received training/updating in the home’s policies and procedures for protecting service users from abuse and the home’s whistle blowing policy. The member of staff on duty confirmed this and was evidenced in training records. The home is maintained to a high standard. Communal areas of the home are comfortable and homely. Service users expressed their satisfaction of the premises and facilities available to them. All care staff have received training/updating in the use of the hoist and moving and handling risk assessments have been updated. This was confirmed by the one member of staff on duty and evidenced in training records. The provider/manager confirmed that an external moving and handling trainer was due to provide updated training in June 2007. DS0000062526.V325503.R01.S.doc Version 5.2 Page 7 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. DS0000062526.V325503.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection DS0000062526.V325503.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standard 3. Standard 6 is not applicable, as the home does not provide intermediate care. Quality in this outcome area is good. Service users are assessed prior to moving into the home. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Since the last inspection two new service users have been admitted to the home. The provider/manager and deputy manager undertake a pre-admission assessment of all service users to ensure that the home is able to meet their needs. One service user questionnaire stated “ My daughter visited several homes in the locality before deciding to wait for a place at Holly Grange. Staff were helpful to provided information. My daughter made more than one visit.” From discussion with the provider/manager, the inspector considers that the home is able to provide a service to meet the needs of individuals of various religious, racial or cultural needs. DS0000062526.V325503.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): Standards 7,8,9 and 10. Standards 7,8 and 10 were subject to requirement at the last inspection in May 2006. Quality in this outcome area is good. Service user’s care needs and health care needs are well met. Medication administration, storage and recording are satisfactory. Service users feel that they are treated with dignity and respect. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Since the last inspection the provider/manager has developed the care planning documentation including care planning and recording training for all care staff. Three service user files were case tracked and evidenced that the home is pro-active in meeting the health, personal and social care needs of service users in a dignified and caring manner. Appropriate risk assessments are in place and seen to be up to date. Entries made in daily contact sheets validated information recorded in serviced user care plans. Since the last inspection the provider/manager has been involving service users and/or DS0000062526.V325503.R01.S.doc Version 5.2 Page 11 relatives in care planning, although this was not evidenced. The provider/manager has agreed to address this. Comments received from relatives included “ XXX could not be better looked after and I have only admiration for all the staff”. Comments received from service users included “I have lived here for two and a half years and am quite happy” and “ The continuous care and support shown to me is greatly appreciated, my sincere thanks to all concerns”. Four service user questionnaires stated that they “always” received the care and support needed and three service users questionnaires stated “usually”. Healthcare needs are provided by several local GP practices and it was evident that a range of healthcare professionals are involved in meeting the service users’ health care needs. This was well recorded and easily accessed in service user files and daily records. Medical treatment is now provided in service users’ bedrooms. Staff who administer medication have received medication training. Medication administration records were seen to be well maintained with no gaps in recordings. Medication storage is satisfactory and policies and procedures are in place. Despite staff shortages on the day of this visit, service users were seen to be appropriately dressed and well groomed. Staff were observed to be responsive to the needs of the service users and providing care in a calm and relaxed manner. Service users confirmed that their right to privacy was respected. Staff on duty were observed to communicate with service users in a respectful and appropriate manner. The majority of staff have worked in the home for a number of years and have developed a good rapport. DS0000062526.V325503.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): Standards 12,13,14 and 15. Standard 15 was subject to requirement at the last inspection in May 2006. Quality in this outcome area is good. Service users are encouraged to maintain contact with friends and the local community. Routines are flexible to meet the wishes of the service users. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Service users spoken to confirmed that the home meets their expectations and preferences well. Service users are encouraged to take part in a variety of activities both within the home and in the local community. Generally the more independent service users are able to organise various activities among themselves. Four service users questionnaires stated that activities that they can take part in are “always” arranged although this appears to be only Mondays and Thursdays, two questionnaires stated “usually” and one stated “sometimes”. Activities planned are displayed on the notice board and a record is kept of these events. The mobile library visits the home monthly and Holly Communion is brought to the home on a monthly basis. Service users are able to attend local places of worship and if necessary transport can be arranged. At DS0000062526.V325503.R01.S.doc Version 5.2 Page 13 the time of the inspection several service users were having their hair set, several reading daily newspapers and one lady was busy playing scrabble. Service user meetings take place on a regular basis, although minutes of the meetings are taken, it is not clearly recorded the views or opinions of the service users. The provider/manager has agreed to address this by recording accurately, views expressed. The majority of service users have friends and family who are able to visit on a regular basis. Service users are encouraged to maintain contact with the local community by attending functions, visits to local attractions, meals out and attendance at places of worship. At the last inspection a requirement was made that action was taken to ensure that all service users are provided with a varied, nutritious and well balanced diet. The provider/manager has in consultation with service users reviewed all menus and food choices. Since the last inspection the cook has resigned. Three service user questionnaires stated that they “always” liked the meals provided in the home and four service users questionnaires stated “usually”. Comments received included the meals are “Not as good as they used to be, cook left in mid 2006 and has not been replaced, meals are covered by care staff and standards vary considerably” and “There is a variety available even without a cook, the staff and manager have coped quite well”. At present the provider/manager is cooking for five days per week and a care assistant is covering the two remaining days. However, the hours covered are from 8am until 1pm and therefore there is no designated cook to prepare the evening meal. This was subject to requirement at the inspection in May 2005, that staffing levels must not fall below two care staff on duty during the day, with additional ancillary staff on duty. In February an anonymous complaint was received by the Commission, two of the concerns expressed was that there was only two staff were on duty to care for the service users and that as there was no cook, care staff were also cooking the meals. Following this complaint an unannounced inspection took place and the provider/manager confirmed that the cook had left and has not been replaced and that the two care staff on duty were also preparing/cooking the evening meal. This is subject to requirement. DS0000062526.V325503.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): Standards 16 and 18. Standards 16 and 18 were subject to requirement at the last inspection in May 2006. Quality in this outcome area is good. Service users and relatives are confident that their concerns and complaints will be taken seriously and acted upon. Policies and procedures are in place to protect service users from abuse. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home has a complaints procedure in place and this is displayed in the entrance hall. This is considered by the inspector to be good practice. Since the last inspection the home has received four complaints, these were appropriately recorded in the home’s complaints book with action taken and outcomes clearly recorded. As part of the home’s quality assurance procedures the provider/manager contacts the complainant four weeks after the complaint has been addressed to ensure that the complaint has been satisfactorily addressed. This is considered by the inspector to be good practice. Service user questionnaires confirmed that service users were aware of the complaints procedure. Service users said that they felt confident that complaints would be taken seriously and dealt with. Since the last inspection all staff have received training/updating in the home’s policies and procedures for protecting service users from abuse and the home’s DS0000062526.V325503.R01.S.doc Version 5.2 Page 15 whistle blowing policy. The member of staff on duty confirmed this and was evidenced in training records. The Commission has received one complaint about the service since the last inspection undertaken in May 2006. DS0000062526.V325503.R01.S.doc Version 5.2 Page 16 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. Standard 22 was subject to requirement at the last inspection in May 2006. Quality in this outcome area is good. The home provides safe, comfortable and spacious accommodation for service users. The home is clean, pleasant and hygienic. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home is maintained to a high standard. Communal areas of the home are comfortable and homely. Service users expressed their satisfaction of the premises and facilities available to them. Since the last inspection all care staff have received training/updating in the use of the hoist and moving and handling risk assessments have been updated. This was confirmed by the one member of staff on duty and evidenced in training records. The provider/manager confirmed that an DS0000062526.V325503.R01.S.doc Version 5.2 Page 17 external moving and handling trainer was due to provide updated training in June 2007. All areas of the home were seen to be clean and free from unpleasant odours. It was evident that the domestic staff work hard to keep the home clean, pleasant and hygienic. The laundry is well equipped and staff receive training in infection control, COSHH and health and safety. Policies and procedures are in place. In February an anonymous complaint was received by the Commission, one of the concerns expressed was that the home was “ disgusting”. Following this complaint an unannounced inspection took place and the inspector was unable to find any evidence to support this section of the complaint. DS0000062526.V325503.R01.S.doc Version 5.2 Page 18 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 adequate. Service users benefit from a stable and well trained staff team; staffing levels are currently stretched to meet the needs of the service users. There are satisfactory recruitment procedures in place. This judgement has been made using available evidence including a visit to this service. EVIDENCE: There is a staff team of ten care assistants and a deputy manager in post who are contracted for 342 hours per week, in addition there are three domestic assistants covering 45.5 hours per week. There is no cook in post. From observation, discussion with the provider/manager and examination of the rosters, staffing levels are at times minimal. The provider/manager confirmed that he is currently in the process of recruiting an experienced, full time care assistant and has an appointment with a recruitment agency to fill the cook vacancy as there has been no response from adverts in shop windows and the local job centre. On the day of this inspection the provider/manager was working from 7am until 8pm, with the second provider and a senior care assistant working 6.45am until 2pm. The provider/manager was cooking the midday meal. In addition a domestic assistant was on duty from 7am until 10.30am. At 1.45pm DS0000062526.V325503.R01.S.doc Version 5.2 Page 19 a senior care assistant came on duty and was rostered to work until 8pm. From 7.45pm there was one member of staff rostered to work until 7am the following morning with one person sleeping in on the premises to provide on call cover in the event of an emergency or assistance needed. The provider/manager confirmed that he was not complying with the requirement made in May 2005, regarding staffing levels. However, it was stated by the provider/manager that this was a temporary situation due to staff being on sick leave and annual leave. And confirmed that he will ensure that the staffing level is maintained at a minimum of two care staff in addition to ancillary staff. The provider/manager must make appropriate arrangements to ensure that there are sufficient staff available to cover annual leave and planned sickness/maternity leave. The provider/manager is proactive in supporting staff access training opportunities and the home has achieved 100 of staff having gained NVQ at level II, III or IV. There has been no new staff recruited since the last inspection, when the home’s recruitment and selection process was seen to be of a high standard. Each member of staff has a training and development programme. Since the last inspection training/updating has been provided in Protection of vulnerable adults from abuse (all staff), whistle blowing procedures (all staff), fire training (all staff), safe handling of medication, infection control (all staff), moving and handling (all staff), nutrition for older people and dementia care. The provider/manager is to arrange first aid training to ensure that there is always a first aid trained member of staff on duty. DS0000062526.V325503.R01.S.doc Version 5.2 Page 20 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 31,33,35,38. Quality in this outcome area is good. Service users benefit from a well managed home. Service users finances are safeguarded. Health, safety and welfare of the service users and staff are protected. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home is run by an experienced and well qualified provider/manager. He is rostered to work full time in the home. Service users said that they feel that the home is well managed and the provider/manager is approachable and kind. DS0000062526.V325503.R01.S.doc Version 5.2 Page 21 Service users benefit from a experienced, stable staff team who have worked in the home for many years. Quality assurance systems have been developed in the home since the last inspection and the manager actively seeks the views of service users, relatives and staff. Staff meetings are held on a regular basis and are minuted. Comprehensive reports written by a second provider, following an unannounced visit to the home, on a monthly basis, were available for examination by the inspector. Service users confirmed that Mrs Ramdany visits the home and spends time chatting to service users and visitors to the home. The home looks after the monies of one service user. Records are maintained to a good standard. All staff receive formal supervision every two months and an annual appraisal. Accident records for service users were up to date and could be cross referenced with entries in daily records. The home’s policies and procedures are in place. A sample of records relating to health, safety and fire prevention were seen to be up to date and well maintained. DS0000062526.V325503.R01.S.doc Version 5.2 Page 22 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 3 x x x 3 STAFFING Standard No Score 27 2 28 4 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 x 3 x 3 3 x 3 DS0000062526.V325503.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP27 Regulation 18 Requirement Staffing levels must not fall below two care staff on duty during day time hours to meet the needs of the service users. In addition there must be sufficient catering and domestic staff. That appropriate action is taken to ensure that there are sufficient staff available to cover the duty roster during annual leave and planned sickness/maternity leave. 2 OP27 18 Catering staff must be employed for sufficient hours to prepare meals, including an evening meal. 27/05/07 Timescale for action 27/04/07 DS0000062526.V325503.R01.S.doc Version 5.2 Page 24 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 DS0000062526.V325503.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Oxford Office Burgner House 4630 Kingsgate Oxford Business Park South Cowley, Oxford OX4 2SU 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 DS0000062526.V325503.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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