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Inspection on 12/12/05 for Lavender House Retirement Home For The Elderly

Also see our care home review for Lavender House Retirement Home For The Elderly for more information

This inspection was carried out on 12th December 2005.

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

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

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

What the care home does well

One resident spoke highly of the care she received and in particular how very good one carer is and said she " is amazed at the attention to detail". All the residents expressed how good the food is and how caring the manager is. The home was looking very festive with a large, real Christmas tree in the lounge and smaller trees and decorations elsewhere. The arrangements for Christmas have all been planned and include a party on the 17th, another party for a resident who is 101 on the 23rd and a mince pie and sherry evening on the 24th. Residents` relatives and friends are all invited. The church is also expected to call with carol singers at some stage. Staff provide activities every afternoon and bingo was seen to be occupying five residents` time both at the time of this inspection and the previous one in October. One resident prefers a particular member of staff to provide personal care and arrangements have been made for this member of staff to work an extra hour a day Monday to Friday to meet their request. A number of visitors were present during the inspection and were seen to being made welcome.

What has improved since the last inspection?

The manager stated written confirmation is now being given to prospective residents that their needs can be met by the home. Improvements to the environment are basic and ongoing. A handyman is employed in the home and is currently working on redecoration of some areas as well as small maintenance tasks. New extract fans have been installed in one end of the dining room, which is used by one resident who smokes. The lift door and one washing machine has been replaced and the side drive has been resurfaced. Improvements made in staff training, recognised at the last inspection, is continuing and according to the manager, will remain ongoing.

What the care home could do better:

The Commission is concerned about the procedures adopted by the home for the recruitment and employment of staff. An immediate requirement was made for the required checks to be made for two recently employed staff which if not complied with could lead to enforcement; the members of staff cannot be deployed in the home until the requirements are met. The procedures for administration and reconciliation of medications must be tightened up. The quality and standard of cleanliness of beds, bed linen, and pillows must be improved. (There is evidence of some pillows having been replaced since the last inspection, but a number identified at this inspection also need replacing). In the interests of other residents the difficulties in caring for one resident must be overcome, and ways found for ensuring the resident`s personal hygiene and for controlling offensive odours both in the bedroom and elsewhere in the home.

CARE HOMES FOR OLDER PEOPLE Lavender House Retirement Home For The Elderly 69 Welton Road Brough Hull East Yorkshire HU15 1BJ Lead Inspector Pam Dimishky Unannounced Inspection 12th December 2005 09:00 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 Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 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. Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 3 SERVICE INFORMATION Name of service Lavender House Retirement Home For The Elderly 69 Welton Road Brough Hull East Yorkshire HU15 1BJ 01482 666013 01482 666013 Address 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) Quality Care UK Limited Mrs Julie Marie English Care Home 32 Category(ies) of Dementia - over 65 years of age (32), Old age, registration, with number not falling within any other category (32) of places Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 4 SERVICE INFORMATION Conditions of registration: 1. To admit one service user under 65 years Date of last inspection 10th October 2005 Brief Description of the Service: Lavender House is a Georgian style care home on two floors, set in the heart of the village of Brough. There are twenty-four single bedrooms, eight of which have en-suite facilities, and four shared rooms; three have en-suite facilities. There are flower beds and parking to the front with a small garden to the side of the building. Local amenities are close by including shops, pubs, rail and bus services. The home is registered to provide care and accommodation for 32 older people, some of whom may have dementia. A variation to the registration has been made to accommodate one service user under 65 years of age. Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection took place as a result of concerns raised with the Commission for Social Care Inspection by Social Services, a relative of one resident and also information passed anonymously to the Commission. The inspection took place over eight hours (including preparation). The inspector looked round most parts of the home and a number of records were inspected. Seven of the twenty-seven residents, three relatives and the manager were spoken to. Five requirements made at the previous inspection on 10/10/05 remain outstanding and an immediate requirement was made at this inspection for new staff only to be deployed in the home following checks being made as required by regulations. What the service does well: One resident spoke highly of the care she received and in particular how very good one carer is and said she “ is amazed at the attention to detail”. All the residents expressed how good the food is and how caring the manager is. The home was looking very festive with a large, real Christmas tree in the lounge and smaller trees and decorations elsewhere. The arrangements for Christmas have all been planned and include a party on the 17th, another party for a resident who is 101 on the 23rd and a mince pie and sherry evening on the 24th. Residents’ relatives and friends are all invited. The church is also expected to call with carol singers at some stage. Staff provide activities every afternoon and bingo was seen to be occupying five residents’ time both at the time of this inspection and the previous one in October. One resident prefers a particular member of staff to provide personal care and arrangements have been made for this member of staff to work an extra hour a day Monday to Friday to meet their request. A number of visitors were present during the inspection and were seen to being made welcome. Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 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. Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 7 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 Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 8 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 3 and 6 The admission procedure includes a proper assessment being made of residents moving into the service to ensure the home can meet their needs. The home does not meet the standard for providing intermediate care, therefore anyone requiring this type of care is not admitted to the home. EVIDENCE: Information about the home in the form of the statement of purpose and service user guide is made available to residents and to anyone considering living in the home; a copy is also kept in the reception area. The manager and/or proprietor assess prospective residents before being admitted to the home to ensure their needs can be met. Written confirmation the home can meet the resident’s needs is provided. The home does not admit residents needing intermediate care. Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 9 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9 and 10 Residents care plans have sufficient detail to enable staff to satisfactorily meet residents assessed needs. However care plans have not always been updated. Generally the health needs of residents are being met with evidence of good multi-disciplinary working taking place on a regular basis. Staff are trained to give out medications and the systems for their administration are good with clear and comprehensive arrangements in place to ensure residents medication needs are met. However, discrepancies in one residents tablets and incorrect entries on one of the medication records indicate procedures are not being followed and this may have the potential to put residents at risk. Allegations made about the attitude of some staff may mean there is a potential for some residents to feel they are not being treated with respect. EVIDENCE: Three care plans were examined and daily records are being made of the care given, usually from staff on each shift. Care plans are comprehensive although one care plan inspected had not been reviewed since 21/09/06. Another resident’s care needs had changed but the care plan did not reflect their care needs so this could mean staff were not getting up-to-date information. It appeared no changes to care plans had been found to be necessary but in one Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 10 of those examined, assessed needs had changed. The local surgery continues to hold a weekly clinic in the home, the district nurse visits individual residents in the home daily, the continence nurse visits twice a year, a physiotherapist, dietitian, optician and both a private chiropodist and the NHS chiropodist also attend. Medications and records were examined for three residents and there were some discrepancies both in the drugs held and entries made on the medication administration record which could not be explained at the time of the inspection. (The registered manager informed the Commission the missing medication had now been accounted for). One resident raised concerns with the inspector regarding the attitude of some of the staff and the allegations are being investigated by the manager. (Following the inspection the manager confirmed the allegations and that disciplinary action had been taken against one member of staff). Other residents spoke of being treated well and staff, at the time of the inspection, were observed having a caring and gentle approach. Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 11 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 and 15 Daily life and social activities meet the expectations and choice of the residents living in the home. Visitors are welcome at any reasonable time, invited to attend special events in the home and are encouraged to maintain telephone contact all of which helps to enrich the lives of the residents. Residents are able to exercise choice and control over their lives therefore maintaining their independence. The meals in the home are good offering both choice and variety according to the wishes of the residents. However, for those having a pureed meal the food was not well presented and therefore not appetising. EVIDENCE: Music was being played during the morning of this inspection and residents in the lounge were watching television, or just listening to the music; during the afternoon five residents were enjoying a game of bingo. A showing of “Pictures of Days Gone By” has been arranged for January and is designed to help older people recall their experiences of days gone by. An organ in the lounge is played occasionally. Residents confirmed their family and friends can visit at any reasonable time and that they are able to be seen in private; a number of visitors were seen coming and going throughout the time of the inspection. A cordless telephone is available for residents to make and receive calls and three have their own telephone installed in their room. Two relatives live Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 12 abroad and the home helps the residents to keep in contact by e-mail. One resident walks into the village occasionally, one lady visits the Womens Institute once a month and others, with assistance, are able to visit local shops and the local pub for lunch and a drink. The sister of one resident takes him shopping in the local supermarket to choose his favourite food which the home then prepares for him. Care plans indicate preferred waking and going to bed times, time and frequency for bathing and having hair shampooed. Lunch on the day of the inspection was meat pie and vegetables followed by bananas and custard; tea was on the menu board as pork pie and salad, sandwiches and gateau. All the residents spoken to said how much they enjoyed the food and “there is always something else if you want”. Lunch was observed to be nicely presented, plentiful and apparently enjoyed, although those having a pureed meal did not have each item of food pureed separately and therefore the meal did not look appetising. Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 13 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 inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 The home has a satisfactory complaints procedure available to residents and their families. All staff have had awareness training for the protection of vulnerable adults which ensures residents are protected from the risk of abuse. EVIDENCE: The home has a complaints procedure which is included in the service user guide given to all residents. The manager is arranging for a copy to be kept behind the door in each residents room for ease of access. A visitors book is available on entering the home and a compliments book, seen on previous inspections, was not displayed at this time; the manager stated no comments had been entered since a July 2005 entry. No new complaints have been recorded since the last inspection, although one resident was clearly not happy and said they had raised some issues of concern with a member of the care staff but the manager stated this had not been passed on for her attention; the manager undertook to talk to the resident and investigate her concerns. (See also Health and Personal Care). A video for raising staff awareness for the protection of vulnerable adults from abuse is being used to train staff in-house and is to be included in a training programme being developed by the manager. The manager stated all staff sign to say they have read the Hull and East Riding guidelines for the protection of vulnerable adults. Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 14 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19,21,24 and 26 Whilst there is evidence of ongoing maintenance and redecoration taking place in the home, there is a need for improvements particularly with regard to the quality and cleanliness of some beds, bed linen and pillows so residents are provided with an attractive, homely and clean place to live. One resident’s personal hygiene needs are proving challenging to the home and this is causing a problem with offensive odours in areas of the home used by other residents. EVIDENCE: The location and layout of the home is suitable for its stated purpose and the building complies with the requirements of the local fire service and environmental health department. A handyman is employed for small maintenance tasks and was redecorating some rooms at the time of this inspection. The home has sufficient lavatories and washing facilities, although in practice only one bathroom is used for bathing and this is located on the ground floor. The home has a passenger lift, two mobile hoists and a bath hoist; the manager confirmed the equipment is adequate for current needs of Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 15 the residents. A call alarm is installed in all areas of the home used by residents. A hole in the carpet outside room 4 has been taped up to prevent trips, and the manager stated they are awaiting a new carpet being fitted. Bedrooms were generally noted to be comfortable and had been personalised with some items of the residents own belongings and memorabilia. However, some beds, bed linen, and pillows are no longer considered to be of good quality and the manager has commenced a programme for replacement, particularly pillows, but there is still a long way to go. Ensuring the personal hygiene needs of one resident is proving particularly challenging for the home and is causing areas of the home to have an offensive odour and therefore not to be a pleasant environment for people to live. Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 16 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27,29 and 30 Sufficient staff are deployed at all times to meet the current needs of the residents. Since the last inspection the standard of vetting and recruitment practices has further declined with appropriate checks not being carried out and potentially leaving residents at risk. The home cannot be sure residents are in safe hands at all times until training is completed. EVIDENCE: Twenty seven residents were living in the home and are being cared for by three staff during the daytime shifts and two on night duty; in addition there are kitchen staff, a cleaner and the manager who, on occasions, also works alongside the staff. Of the sixteen staff employed in the home, Criminal Records Bureau (CRB) checks have been outstanding for seven staff for over a year, which is totally unacceptable and must be addressed by the home without delay. Evidence has been seen at a previous inspection that applications have been sent to the umbrella body for forwarding to the CRB. Disciplinary action has been taken against three members of the care staff and the situation is being closely monitored by the proprietor and the manager. The manager now has her own training budget and quality training is being accessed for staff through Hull College; six care staff have completed medication training and a further four are working towards the qualification. Six care staff are enrolled to commence dementia awareness training in the New Year. A range of videos have been obtained for the purpose of in-house staff training and these include moving and handling, food hygiene, medications, continence, first aid, infection control, health and safety, fire training, first aid and adult abuse. The manager is qualified in first aid and Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 17 staff have received video training. Seven members of staff have either qualified or are taking NVQ level II and/or level III. Three members of the kitchen and domestic staff are taking NVQ level I which includes infection control and health and safety; the qualification also leads into NVQ level II. The requirement made at the last inspection for all staff to receive mandatory training is ongoing and the timescale has been extended by two months. However, two members of staff spoken to during the inspection stated they had not received fire training within the past twelve months. All staff must receive fire training on a six monthly basis. Two members of staff employed in the home for the past two weeks have not got a CRB application (including POVA check), references and other information required by regulation. Following advice from the Regulation Manager, the inspector left an immediate requirement for these staff not to be deployed in the home until the checks have been completed. Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 18 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31,32 and 38 The registered manager is providing leadership to staff and has a good understanding of the areas in which the home needs to improve. Outstanding mandatory training has the potential to place residents at risk. EVIDENCE: The manager has been in post for approximately eighteen months and has recently become the registered manager with the Commission for Social Care Inspection. She has completed NVQ IV in management and has commenced NVQ IV in care. The local authority have recently renewed parts I and II of their quality development scheme and the manager has been asked to keep a calendar of training completed by staff and that which is planned. The requirement for all staff to have mandatory training completed by the end of December is outstanding and the time limit has been extended by two months. However, two staff stated they had not received fire training during the past twelve months. All staff must receive fire training on a six monthly basis. Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 19 The fire alarm, emergency lighting and operation of fire doors are recorded as taking place weekly; a fire drill took place on 10th May 2005. Confirmation of the thorough examination on 21/07/05 of the lift, mobile hoist and bath hoist has been sent to the Commission. Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 20 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 1 8 3 9 1 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 2 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 3 3 x 3 x x 3 x 1 STAFFING Standard No Score 27 3 28 X 29 1 30 1 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 x x x x x 1 Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 21 Are there any outstanding requirements from the last inspection? yes 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 OP7 Regulation 12,14 Requirement The assessment of service users needs must be kept under review and revised at any time when it is necessary to do so having regard to any change of circumstances Ensure accurate records are kept of the medications administered and stored Ensure food is prepared and properly presented for residents needing pureed meals Ensure pillows and towels are replaced as needed The home must be kept free of offensive odours, clean and satisfactory standards of hygiene maintained at all times Ensure service users are protected by the homes recruitment policy and practice. (Outstanding from the previous inspection and immediate requirement left appertaining to two recent appointments) Ensure the progress made so far with staff training continues to guarantee they are competent to do their job DS0000019688.V271778.R01.S.doc Timescale for action 12/12/05 2. 3. 4. 5. OP9 OP15 OP25 OP26 13 16 16 13,16,23 12/12/05 12/12/05 12/12/05 12/12/05 6. OP29 19, Sch2 12/12/05 7. OP38OP30 13 28/02/06 Lavender House Retirement Home For The Elderly Version 5.0 Page 22 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. Refer to Standard OP28 OP31 Good Practice Recommendations A minimum of 50 trained members of care staff (NVQ II or equivalent) should be achieved by 2005 The registered manager should have NVQ IV in care by 2005 or equivalent Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 23 Commission for Social Care Inspection Hessle Area Office First Floor, Unit 3 Hesslewood Country Office Park Ferriby Road Hessle HU13 0QF National Enquiry Line: 0845 015 0120 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 Lavender House Retirement Home For The Elderly DS0000019688.V271778.R01.S.doc Version 5.0 Page 24 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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