Inspection on 05/12/06 for Hollycroft

This inspection was carried out on 5th December 2006.

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

Hollycroft 23/10/09

Hollycroft 06/09/07

Hollycroft 06/12/05

Hollycroft 23/06/05

Hollycroft 08/12/04

Hollycroft 05/05/04

Hollycroft 15/05/03

Similar services:

Snydale Care Home

Abbey The

Larchfield Manor

Hawkhills

Beeches The - North Yorkshire County Council

The Grove Waltham

Carentan House

Ravensworth Lodge

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

CARE HOMES FOR OLDER PEOPLE Hollycroft Hebers Ghyll Drive Off Grove Road Ilkley West Yorkshire LS29 9QH Lead Inspector Steve Marsh Key Unannounced Inspection 09:30 5th December 2006 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 Hollycroft DS0000001218.V318351.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. Hollycroft DS0000001218.V318351.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hollycroft Address Hebers Ghyll Drive Off Grove Road Ilkley West Yorkshire LS29 9QH 01943 607698 01943 601609 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) Acegold Limited (a wholly owned subsidiary of Four Seasons Health Care Ltd) Mrs Susan Enid Walters Care Home 30 Category(ies) of Dementia - over 65 years of age (3), Mental registration, with number Disorder, excluding learning disability or of places dementia - over 65 years of age (1), Old age, not falling within any other category (30), Physical disability over 65 years of age (3) Hollycroft DS0000001218.V318351.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. That the category of MD(E) be used for the service user named on the application signed on 12 May 2004 6th December 2005 Date of last inspection Brief Description of the Service: Hollycroft Care Home is situated on Hebers Ghyll Drive, about one mile from Ilkley town centre with its variety of shops, restaurants and other amenities. The home a former private residence is a large Victorian property, which has had an extension and conservatory added to the existing building in recent years. The home stands within well-maintained grounds and there is limited parking to the front and side of the property. Hollycroft is registered to care for thirty residents in both single and double bedrooms located on all three floors of the property. Many of the rooms have en-suite facilities and there is a passenger lift available to the upper floors. All the communal areas used by the residents including the lounges and dining room are situated on the ground floor of the home, and there is ramped wheelchair access to the building to assist residents and/or visitors with mobility problems. Current fees are £400:00 per week minimum to £850:00 per week maximum with additional charges for hairdressing, private chiropody, toiletries etc. Hollycroft DS0000001218.V318351.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. In April 2006 the Commission for Social Care Inspection (CSCI) made some changes to the way in which care homes are inspected. Care services are now judged against outcome groups. The inspection report is divided into separate sections for each outcome group for example Choice of Home, Health and Personal Care etc. An overall judgement reflects how well the home delivers outcomes to the people using the service. The judgement categories are “excellent”, “good”, “adequate” and “poor”. The judgements are recorded in the body of the report. More detailed information about these changes is available on website – www.csci.org.uk As part of this unannounced inspection the quality of information given to people about the care home was looked at. People who use the service were also spoken to, to see if they could understand the information and how it helped them to make choices. The information included the service user’s guide (sometimes called a brochure or prospectus), statement of terms and conditions (also known as contracts of care) and the complaints procedure. These findings will be used as part of a wider study that CSCI are carrying out about the information that people get about care homes for older people. This report will be published in May 2007. This unannounced inspection was carried out by one Inspector between the hours of 9:30am and 4:00pm. The last inspection of this service took place in December 2005 and a number of requirements were identified at that time. The purpose of this inspection was to assess what progress the service was making in meeting statutory requirements and to assess the impact of any changes in the quality of life experienced by people living at the home. The methods used during this inspection included the examination of records, observation of care/work practices, discussion with residents and staff and a tour of the premises. A pre-inspection questionnaire was also completed and returned to the Commission by the manager before the date of inspection. Survey questionnaires were provided to enable residents and/or their relatives share their views of the service with the Commission. Unfortunately no questionnaires were returned prior to the completion of the report. The manager and deputy manager were both on a training course on the day of the visit and therefore an experienced senior carer was managing the home. Hollycroft DS0000001218.V318351.R01.S.doc Version 5.2 Page 6 Detailed feedback was given to the senior care assistant at the end of the visit. Requirements and recommendations made during this visit can be found at the end of the report. What the service does well: What has improved since the last inspection? The home has appointed a part-time activities co-ordinator who is responsible for organising daily activities, entertainment and outings for the residents. The appointment of the activities co-ordinator as greatly increased the level of activities and interests made available to the residents and provided a more stimulating environment. A new format as been introduced for care planning and the manager and staff are working hard to ensure the plans contain all relevant information and are easy to use as working documents. Concerns about the communication skills of some overseas workers have been addressed and all staff have now completed induction training. Hollycroft DS0000001218.V318351.R01.S.doc Version 5.2 Page 7 Many areas of the home have been refurbished to a high standard and new furniture/soft furnishings purchased. The Registered Manager is now studying for Registered Managers Award (RMA), which is the recognised qualification for the post she holds. 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. Hollycroft DS0000001218.V318351.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 Hollycroft DS0000001218.V318351.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2, 3, 4 and 5, Standard 6 is not applicable to this service. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The admission procedure is thorough and prospective residents can be assured that staff have the skills and experience to meet their needs. EVIDENCE: There have been no changes to the homes statement of purpose or service, which continue to be available to current and prospective residents. The last three residents admitted to the home confirmed that they, their families or representatives had received a copy of the service user guide before admission. Information about the service is also on display within the home for family and friends to read. The records of the same three residents showed that in two instances preadmission assessments visits were carried out before they were admitted to the home. Hollycroft DS0000001218.V318351.R01.S.doc Version 5.2 Page 10 The third resident had been admitted on an emergency basis and therefore other healthcare professionals had carried out the initial assessment. As well as pre-assessment visits prospective residents and/or their relatives are always invited to visit the home before admission to view the accommodation, meet other residents and staff and stay for a meal if they wish to do so. Residents also able to move into the home for a trial period to enable them to experience first hand the standard of care and facilities provided. There was documented evidence that residents and their families are supported throughout the admission process and care is taken in helping residents settle at the home. During discussions with care staff it was apparent that they had a good understanding of the residents needs and felt that they received the training and support they required to effective carry out their role. The senior care assistant confirmed that residents receive terms and conditions of residence on admission and a signed copy is usually kept in their personal file. However, as the manager was not at the home during the visit there was no access to this information. Three residents spoken with confirmed that while they were aware that terms and conditions of residence had been discussed with them before admission they had not wanted to become involved in this aspect of their care. They had therefore asked their relatives or representative to deal with the matter. Residents were aware that they or their family/representatives would be informed in writing of any increases in fees. The manager later confirmed that the terms and conditions for all three service users had been sent to their relatives/representative to be signed but had not yet been returned. At previous visits signed copies of terms and conditions have been seen on resident’s personal files and no concerns have been raised The home does not provide intermediate care. Hollycroft DS0000001218.V318351.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 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. Care plans provide detailed instructions for staff to follow and provide evidence that the residents’ healthcare needs are being met. Staff show a good awareness of residents’ needs and they are treated with respect. EVIDENCE: Care plans are in place for all residents and there is sufficient evidence to show that residents and/or relatives are involved in the care planning process. The care plans of the last three admissions to the home were looked at and found to be completed to a good standard. The senior care assistant confirmed that staff had recently received training/advise about effective care planning and it was apparent that the manager and staff are trying hard to ensure the care plans are easily understood working documents. Hollycroft DS0000001218.V318351.R01.S.doc Version 5.2 Page 12 Care plans are reviewed at least monthly or sooner if the needs of individual residents change significantly. All residents continue to be registered with general practitioners from one of the two local surgeries in Ilkley and have access to the full range of NHS services. The input of other healthcare professionals is clearly recorded in the resident’s care plan and specialist equipment is provided if required. Residents spoken to confirmed that they were pleased with the standard of healthcare they received and said that prompt medical attention was provided both during the day and night. Through observations made during the visit and discussions with residents it was clear that the privacy and dignity is respected and assistance with personal care is carried out in a discreet and sensitive manner. On reviewing the medication system no discrepancies were noted and no concerns were raised. The senior care assistant confirmed that at present no residents administer their own medication, although all new admissions to the home are encouraged to do so if they have the capability. Staff confirmed that they continue to monitor residents taking long-term medication and would contact their general practitioner or pharmacist if they had concerns. Hollycroft DS0000001218.V318351.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 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. The organised activities offer a range of intellectual and creative opportunities aimed at involving anyone who wishes to participate. The home responds to individual needs and choices and encourages residents to exercise control over their daily lives. EVIDENCE: The daily routines of the home appear flexible and the residents confirmed that they are encouraged to make as many decisions as possible about their daily lifestyle. Since the last inspection the home have employed a part time activities coordinator who is responsible for arranging daily activities, entertainment and outings for the residents. Residents confirmed that they enjoyed joining in planned activities and with out exception all agreed that a recent tea dance had been a great success. A Hollycroft DS0000001218.V318351.R01.S.doc Version 5.2 Page 14 programme of activities for the Christmas period was being planned, which included shopping trips, carol singers and a party. During discussion with the activities co-ordinator it was apparent that emphasis is placed on providing the residents with a range of activities and then allowing them to choose which if any they wanted to participate in. It was acknowledged some residents may not want to participate in-group activities and therefore time is spent on a one-to-one basis. The home is fortunate to have a mini-bus and regular trips out to places of interest are organised in line with the resident’s wishes. One resident said that he chosen to live at the home because it was made clear to him before admission that is freedom of choice and movement would not be restricted. He now enjoyed the best of two worlds, the comfort and security of living at the home and the opportunity to pursue his own lifestyle. Residents confirmed that they are able to see visitors in their own rooms if they wish to do so and that family and friends were always made to feel welcome by the staff and offered light refreshments. Meals at the home were described by residents has good and a choice is available at both lunch and teatime. The oak panelled dining room creates a very pleasant atmosphere and meals are unhurried and very much a social occasion. Staff confirmed that aids such as plate guards are used if necessary to help residents maintain their independence whilst eating and support and assistance is offered as and when required. Daily menus are displayed in the dining room and residents continue to input into menu planning through the meetings, which are held with the manager and staff on a regular basis. The lunchtime meal served on the day of the visit looked appetising, was well presented and appeared to be enjoyed by all the residents. Hollycroft DS0000001218.V318351.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents can be assured that the manager will take all concerns/complaints seriously and take action to resolve matters. EVIDENCE: The home has a complaints procedure and residents spoken with said that if they had any concerns they would feel able to raise them with the manager in the knowledge that they would be taken seriously and sorted out. Residents also said that they and/or their relatives had been provided with a copy of the complaints procedure on admission. The pre-inspection questionnaire returned by the manager indicates that the home has received two complaints in the last twelve months both of which were investigated and found to be substantiated. Policies and procedures are in place at the home in relation to the protection of vulnerable adults and training records indicate that all staff receive adult protection training. Staff confirmed that they were aware of the homes policy on “whistle blowing” and their responsibility to protect the residents from any form of abuse. Hollycroft DS0000001218.V318351.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): 19, 20, 24 and 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home provides the residents with a high standard of both communal and private accommodation. EVIDENCE: Both internally and externally the home is well maintained and since the last inspection many areas have been refurbished and new furniture/soft furnishings purchased. In the older part of the building original wooden floors have also been exposed in some communal areas, which add to the character of the building. There is an ongoing programme of refurbishment and renewal and the home employs a maintenance man who is responsible day-to-day maintenance problems. Hollycroft DS0000001218.V318351.R01.S.doc Version 5.2 Page 17 All the communal areas used by the residents including lounges and the dining room are situated on the ground floor of the home, conveniently close to communal toilet and bathroom facilities. There is also a pleasant conservatory with patio doors leading out to the garden, which can be reached through the lobby area. Bedrooms are located on all three floors of the home and consist of both single and double rooms, many of which have en-suite facilities. Bedrooms are very well furnished and residents are encouraged to bring personal possessions into the home, which makes each room look individual and homely. There is wheelchair access to the home and a passenger lift available to the bedroom accommodation on the upper floors. The grounds are extensive and well kept and there is parking to the front/side of the building although access is quite steep. The manager and staff take a pride in providing the residents with a high standard of accommodation and are to be commended on their commitment and attention to detail. All the residents spoken with said that they were very happy with the standard of accommodation and pleased that they had been able to furnish their private accommodation with personal belongings. Maintenance issues noted during the visit were discussed with the senior care assistant, who confirmed that they would be addressed as soon as possible. On the day of the visit the standard of hygiene and cleanliness throughout the home was good and with the exception of one room, where there appears to be a particular problem no unpleasant odours were noted. Hollycroft DS0000001218.V318351.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): 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. Residents are supported and protected by thorough staff recruitment and selection procedures. There appears to be a genuine commitment to staff training, both to meet the needs of the residents and for personal development. EVIDENCE: A rota for the week of inspection was provided, which showed that sufficient care and auxiliary staff are employed to meet the needs of the residents, and keep the home clean and free from offensive odours. On the day of the visit there were three care staff on duty supported by auxiliary staff and the activities co-ordinator. Staff recruitment and selection procedures are thorough, although in the absence of the manager there was no access to employment files, which are securely held in her office. Hollycroft DS0000001218.V318351.R01.S.doc Version 5.2 Page 19 Two recently employed members of staff did however explain that they had only been appointed following a formal interview, the taking up of at least two written references and a Criminal Record Bureau (CRB) check. All new members of staff receive induction training and the senior care assistant confirmed that the four overseas workers employed at the home had now successfully completed this training as required in the last inspection report. At the last inspection some overseas workers were also experiencing problems grasping the English language, however the senior care assistant confirmed that this matter had been addressed and all staff can now communicate effectively. The residents said that they felt the staff were kind and caring and terms like “they can’t do enough for you” and “everyone is so helpful” were typical of the comments made. Staff training continues to be encouraged at the home and the training records provided by the manager clearly indicate the homes commitment to having a trained and competent workforce. At present five staff (38 of the staff team) have a achieved a National Vocational Qualification (NVQ) at level two or above and additional staff are due to commence the course in the near future. Hollycroft DS0000001218.V318351.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): 31, 32, 33, 36, 37 and 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is well managed and the manager and staff remain committed to providing the residents with a quality service. The health and safety of the residents, staff and visitors is promoted and protected by the policies and procedures in place. EVIDENCE: Mrs Susan Walters has been the Registered Manager of Hollycroft Care Home for a number of years and she communicates a clear sense of leadership and direction to the staff team. Hollycroft DS0000001218.V318351.R01.S.doc Version 5.2 Page 21 Mrs Walters is presently studying for the Registered Managers Award, which is the recognised qualification for the post she holds. Both staff and residents spoke highly of the manager and felt that she offered them support when needed and was always willing to listen and advise if they had a problem. The manager continues to ensure good channels of communication with the staff by holding regular staff meetings and formal one-to-one supervision is carried out with individual staff at least every two months. There are recognise quality assurance monitoring systems in place at the home and views and opinions of the residents and/or relatives are actively sought as part of the quality assurance process. Although the senior care assistant confirmed that the home holds money in safekeeping for some residents, in the absence of the manager and deputy manager she had no access to financial information. Key standard 35 could therefore not be assessed on this visit. It is acknowledged that financial and employment information is confidential and must be held securely in the home. However, the manager must look at ways in which this information can be made available for inspection in the absence of herself and the deputy manager. Policies and procedures are in place to ensure the health and safety of the residents, staff and visitors and they continue to be audited on a regular basis to ensure that they meet present legislation. From the pre-inspection inspection information provided by the home it is evident that regular and routine safety checks are made of equipment and utilities for example the gas installation, electrical installation fire safety equipment, passenger lift etc. Hollycroft DS0000001218.V318351.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 3 3 3 3 3 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 4 13 3 14 4 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 4 X X X 3 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 4 3 X X 3 2 3 Hollycroft DS0000001218.V318351.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 OP35 Regulation 17 Requirement The Registered Manager must ensure that all documentation required for inspection purposes is made available on request. Timescale for action 28/02/07 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Hollycroft DS0000001218.V318351.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Aire House Town Street Rodley Leeds LS13 1HP 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 Hollycroft DS0000001218.V318351.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!