Inspection on 14/11/06 for Kensington Lodge

This inspection was carried out on 14th November 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 found no outstanding requirements from the previous inspection report, but made 5 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Kensington Lodge 02/03/09

Kensington Lodge 10/01/06

Kensington Lodge 11/08/05

Kensington Lodge 14/03/05

Kensington Lodge 27/10/04

Similar services:

Coopers Mill Ltd

Bramley Avenue (73)

Paradise Lodge

Grangewood

Upaya Ananda

Newton Court (1-2)

Kings Lane (32)

Pemdale

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

CARE HOME ADULTS 18-65 Kensington Lodge 5 Cabbell Road Cromer Norfolk NR27 9HU Lead Inspector Mrs Lella Andrews Unannounced Inspection 14th November 2006 01:30 Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 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 Kensington Lodge DS0000027315.V320244.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 Adults 18-65. 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. Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Kensington Lodge Address 5 Cabbell Road Cromer Norfolk NR27 9HU 01263 514138 01263 514138 trudy56@btopenworld.com 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 Robert Hann Mrs Trudy Hann Susan Briggs Care Home 15 Category(ies) of Learning disability (15) registration, with number of places Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 10th January 2006 Brief Description of the Service: Kensington Lodge is a large, period residence located close to Cromer town centre and sea front. The care home is registered to accommodate 15 service users in the category of People with Learning Difficulties. Service user accommodation is spread over 4 levels, with communal rooms on the ground and first floor. There is a stair lift to the first floor only, so service users with rooms on the floors above must be sufficiently able bodied to manage the stairs. There is a fire escape route, approved by the fire officer, from the upper floor through to an adjoining property. To both front and rear, the property includes small paved areas with seating and flower tubs, but lacks a garden or car park. However, rooms to the rear of the building benefit from views of the esplanade and a putting green and other seaside attractions together with the main shopping area are within walking distance. Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This report considers information about the Home that has been gathered since the last Inspection, including an unannounced visit to the Home on the 14th November 2006. This includes information provided by the Manager in the form of the Pre Inspection Questionnaire and comment cards completed by residents and relatives. The residents were assisted by staff to complete the comment cards and 12 were returned. These all contained mainly positive responses including additional comments about the “good food” and “nice staff”. A couple of the comment cards stated that sometimes there is too much noise in the Home. Six comment cards were returned from relatives and these all contain positive responses except for one stating that there is not always enough staff and one stating that they are not always kept informed of issues affecting their relative. Additional comments were made such as: “ we are happy with the care that …. receives” “staff always give me an update on how…is and what has been happening” “the staff make me welcome at any time I call. It is a very happy home” The Home has previously been managed by the Proprietor but they appointed a Manager, Susan Briggs, six months ago who is now responsible for the day to day management of the Home. What the service does well: The Home is well managed by a manager who puts the needs of the residents first. There are good relationships between staff and residents. The residents like living at the Home and feel that they receive good support. The residents are confident that any concerns they may have will be dealt with appropriately. The residents take part in a wide range of leisure and educational activities. Residents are encouraged to maintain and develop their independence. Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? 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. Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 2 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The Home has systems in place to carry out an effective assessment process for prospective residents. EVIDENCE: The majority of the residents have lived at the Home for several years. The Manager described the process of assessment and planning for any prospective residents who may wish to move to the Home. Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 and 9. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The residents are encouraged and supported to make their own decisions. Risks are assessed in a way that provides safeguards but promotes the independence of the residents. The care plans contain detailed information about the needs of the residents EVIDENCE: The care plans were previously found to meet the standard required but the Manager explained that she has identified that there is room for improvement in the format and content of the care plans and that she has plans to improve these over the next few months. Two of the care plans were seen and these contain a lot of information about the needs of the residents as well as risk assessments. The Manager intends to ensure that the new care plans will contain the necessary information in a format that is easier for staff to use on a daily basis. Residents and the key Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 10 workers will be involved in the process so that they are then able to get together on a regular basis to monitor the care plans. The residents comment cards all state that they all know that they have a care plan. The staff are aware of the care plans and where they are kept. The care plans contain detailed risk assessments which cover a range of issues. The residents are encouraged to maintain and develop independence skills and so a lot of the risk assessments are with regard to this issue, such as, going out alone, relationships, using community facilities alone. The residents, staff and Manager gave a lot of examples of how the residents are encouraged to make their own decisions and about the safeguards in place to ensure that this is done in a way which is safe but does not restrict the residents unnecessarily. Staff were heard to ask the residents views about a range of issues during the visit to the Home. The Manager said that she has recently assisted residents to open their own bank accounts so that all of their money can be paid directly into these. The Manager showed the Inspector the recording system for ensuring that a record is kept of all expenditure and income for each of the residents. The Manager said that the Proprietor checks the records periodically. It is recommended that a record is kept of when this takes place. Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16 and 17. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The residents are supported to take part in a wide range of leisure and educational activities. Residents are supported to develop and maintain relationships with families, friends and partners. The residents enjoy their meals and are able to make choices about what they have to eat. EVIDENCE: The residents are all supported to take part in a wide range of leisure, work and educational activities. Some of the residents attend formal day services for at least part of the week. Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 12 The residents and staff told the Inspector about some of the leisure activities that residents have taken part in during recent weeks. These include the Gateway Club, cinema, Bible class, a Cheese and Wine evening, shopping, meals out, horse riding. Residents told the Inspector that they go out a lot and enjoy their lives. Five of the residents comment cards state “sometimes” to the question about whether there are lots of things to do. However, other evidence shows that residents are supported to take part in a lot of activities. Several of the residents are able to go out independently and the location of the Home makes this easier as it is only a short walk to the town centre and al of the community facilities that Cromer has to offer. Residents all have TV and music systems in their room. The Manager has arranged for an engineer to visit as the reception on some of the televisions in the bedrooms is not very good. During the period of time before dinner residents were either chatting together, chatting with staff, reading, drawing, writing or in their rooms. There are two lounges in the Home, one of which is a smoking lounge for those residents who smoke. Some of the residents have mobile phones and there is a pay phone residents can use as well as the cordless phone from the office. The Home has a cat which is clearly well loved by residents. All six of the relatives comment cards state that they are made to feel welcome at the Home with some having additional comments written on about how welcoming the staff are and how happy they are with the care that their relative receives. One of the comment cards states that they feel that they are not kept informed about issues affecting their relative. Discussions with the Manager and residents show that the residents are encouraged to make their own decisions about how much involvement their families have in their lives. Two of the residents living at the Home are married and other residents have partners. Staff are respectful of the relationships that residents have and the care plans show that residents are provided with information about relationships, sexuality and responsibility. The Home has a large kitchen on the ground floor which the residents have access to. The residents said that the kitchen and the larder are never locked and that they can have snacks and drinks whenever they like. Residents were seen to make themselves a drink during the visit and two of the residents made themselves an alternative for dinner as they chose not to have what was on the menu. Residents all said that they enjoy their meals. Seven of their comment cards had listed “food” as one of the good things about the Home. Some of the residents enjoy baking and during the afternoon were enjoying scones which they had made. Residents are encouraged to assist with household tasks and were seen washing up and laying the tables for dinner. Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 and 20 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents receive good support with their personal and healthcare needs. Medication is managed well but requirements are made to improve the recording of the administration of controlled drugs. EVIDENCE: The care plans contain information about the personal and healthcare needs of the residents and the staff have a good understanding of these. Two of the residents were at home in bed on the day of the visit as they were unwell and staff provided support to them on a regular basis. One of the residents has a serious health need and the staff are aware of how to provide support appropriately and sensitively. Other professionals are involved in the residents lives with regard to their physical and emotional health. The Inspector spoke to a health/social care professional during the visit and their feedback about the Home was positive. Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 14 Residents use the local dentist, opticians, hairdressers and chiropody services. One of the members of staff is also a hairdresser and so can provide this service to residents who choose not to visit the local salon. One of the residents uses sign language and the Manager has arranged for one of the Learning Disability Community team to come to the Home to provide Signalong training for the whole staff team. One of the staff has recently completed the Communication Co-ordinators training and so will now undertake communication assessments for all of the residents. The medication is supplied using a monitored dosage system. Staff receive training from the local chemist and are only able to administer medication once they have completed the training. The medication system was looked at during the visit. It was noted that in general the system is being used appropriately and therefore provides good protection to the residents. However, it was noted that one of the bottles of liquid medication did not have an opening date on and another was out of date. It is required that dates of opening are recorded on liquid medication and that out of date medication is returned to the pharmacy. Currently controlled drugs are being kept for one of the residents. A controlled drugs cupboard is not being used but the Home is not likely to be storing this medication for long as it is being used to treat a specific need. It is required that two staff sign for the administration of controlled drugs and that a register is kept of all controlled drugs. Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents and staff are confident that the Manager will deal with any concerns/complaints The policies and procedures in place aim to protect the residents. This will be further improved once the staff have received the forthcoming updated training. EVIDENCE: All of the residents comment cards state that they are aware of who to make a complaint to. Residents told the Inspector that they would talk to the Manager or the staff and that the Manager would “sort things out” for them. Two of the six relatives comment cards state that they are not aware of the complaints procedure, although one clarified this by saying that they have been provided with a copy but had misplaced it. There have been no complaints about the Home made to either the Home or to the Commission. All of the residents comment cards, except for one, state that they feel safe at the Home. One stated “sometimes” to this question. Three of the comment cards put “the noise” or “arguing” as things that are not good about the Home. Discussions with residents, staff and the Manager show that there are sometimes arguments between residents which is unsurprising with fourteen adults sharing a house. There are systems in place to deal with any issues of conflict between residents. The forthcoming communication training should Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 16 assist with the levels of noise within the House which relate to one specific resident. The Manager has arranged for Safeguarding Adults training to be provided to the staff team in December. The Manager is aware of the procedure in place to notify the relevant authorities of any allegations of abuse. Staff said that they have confidence in the Manager to deal with any concerns that they may have. Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24 and 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The Home meets the needs of the residents. EVIDENCE: The Home is a large house situated close to the town centre. Accommodation is on four floors and there is a chair lift to the first floor only. Two of the residents showed the Inspector their bedrooms and these show evidence of residents being encouraged to personalise their rooms. There are some areas in need of refurbishment or redecoration and the Manager has already identified these and made arrangements for them to be addressed within the next few weeks. The Home was clean and free from unpleasant odours on the day of the visit. Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34 and 35 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Staff receive the training and support that they need to carry out their roles effectively. The recruitment records will be improved once the Manager completes her review of these and addresses the minor omissions. Residents like the staff and feel that they receive good support. EVIDENCE: The Manager said that all staff are up to date with mandatory training, with some having received recent training in these subjects. She has arranged training in the next few weeks with regard to Signalong, Safeguarding Adults and Person Centred Planning. The Manager is in the process of reviewing the training plan for each member of staff. Staff are enthusiastic about their roles and relationships between staff and residents was relaxed and supportive on the day of the visit. Seven of the residents comment cards listed “staff” as one of the good things about the Home. Residents told the Inspector that they like the staff and that they are kind. Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 19 The Manager is currently reviewing the recruitment and personal files for each of the staff to ensure that all of the necessary information is contained within them. Two of the personal files were seen during the visit and there were some minor omissions so a requirement is made about this. Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 20 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 38, 39 and 42 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 in the best interests of the residents. Health and safety issues are given a high priority therefore providing protection for both residents and staff. The Manager is implementing systems for measuring the quality of the service. EVIDENCE: The Manager, Susan Briggs, was appointed six months ago and spent time receiving induction from the Proprietor. The Proprietors now do not have involvement on a day to day basis but are always available if there are any Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 21 problems. The Manager said that she is always able to contact them and that she usually seems them on a regular basis for discussions about the Home. It is recommended that the Managers support/supervision sessions are recorded. The Manager said that she has a generous budget which more than adequately provides for the day to day expenditure. The Manager has many years experience of working with adults with learning disabilities and has four years experience of managing a Care Home prior to moving to this Home. She has achieved NVQ Level 4 and other training appropriate to her role. Her registration with the Commission has just been completed. The Manager has a good understanding of where improvements can be made and has plans in place for all of these which is admirable in such a short time of managing the Home. Discussions with the Manager show that she puts the needs of the residents first and that she has a good understanding of the needs of the residents. Discussions with residents, staff and the visiting health/social care professional confirm this. Staff said that she is approachable and supportive. Residents said that they like her and that she helps them. A selection of the records relating to health and safety were seen. The fire safety equipment receives regular servicing and a fire risk assessment has been completed for the building. It is recommended that a door closure is fitted to the lounge door on the first floor so that those residents who like the door open are able to do so. The Manager is aware of the need for an annual quality assurance report reflecting the various ways in which the quality of the service has been measured during the previous year and has plans in place to ensure that this takes place. A requirement is made about this. The Manager has recently sent relatives a questionnaire to obtain their views of the service and intends to consult with staff and health/social care professionals using questionnaires over the coming months. She has plans in place for obtaining the views of the resident and of the need to be flexible about how this is done depending on each resident. A residents meeting is arranged for later this week and staff meetings take place also. Kensington Lodge DS0000027315.V320244.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 Adults 18-65 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 X 2 3 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 2 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 2 35 3 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 3 X LIFESTYLES Standard No Score 11 X 12 4 13 4 14 X 15 4 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 2 X 3 3 2 X X 3 X Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 23 no Are there any outstanding requirements from the last inspection? 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 2 3 Standard YA20 YA20 YA20 Regulation 13 (2) 13 (2) 13 (2) Requirement It is required that a record is kept of when liquid medication is opened. It is required that out of date medication is returned to the pharmacy. It is required that two staff are involved with the administration and recording of controlled drugs and that a separate register is kept. It is required that Schedule Two information is kept for all members of staff. It is required that an annual quality assurance report is produced. Timescale for action 15/11/06 15/11/06 30/11/06 4 5 YA34 18 24 31/12/06 31/03/07 YA39 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 Refer to Standard YA7 Good Practice Recommendations It is recommended that the Proprietors keep a record of when they audit the records relating to the residents DS0000027315.V320244.R01.S.doc Version 5.2 Page 24 Kensington Lodge 2 3 YA37 YA42 finances. It is recommended that a record is kept of supervision provided to the Manager. It is recommended that a closure is fitted to the lounge door on the first floor. Kensington Lodge DS0000027315.V320244.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Norfolk Area Office 3rd Floor Cavell House St. Crispins Road Norwich NR3 1YF 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 Kensington Lodge DS0000027315.V320244.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. 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. 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