Inspection on 06/12/06 for Merle Boddy House

This inspection was carried out on 6th December 2006.

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 no outstanding requirements from the previous inspection report, but made 4 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Merle Boddy House 04/01/06

Merle Boddy House 12/08/05

Merle Boddy House 09/11/04

Merle Boddy House 13/07/04

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 Merle Boddy House 55 Norwich Road Dereham Norfolk NR20 3AX Lead Inspector Mr Roger Andrews Unannounced Inspection 6th December 2006 02:00 Merle Boddy House DS0000027459.V323867.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 Merle Boddy House DS0000027459.V323867.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. Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Merle Boddy House Address 55 Norwich Road Dereham Norfolk NR20 3AX 01362 694643 01362 699403 chrismbh@btconnect.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) Mid Norfolk MENCAP Mr Christopher Alexander Towndrow Care Home 10 Category(ies) of Learning disability (10) registration, with number of places Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 4th January 2006 Brief Description of the Service: Merle Boddy House is a detached building set back slightly from one of the main roads leading out of Dereham. There is parking on the gravel driveway to the front, and it is in keeping with other properties in the area. The home is registered to provide personal care and accommodation to up to 10 adults with learning disabilities. Nursing care is not provided. Accommodation is spread over two floors, with the majority of service users bedrooms, and all communal space, being on the ground floor. Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. Care services are judged against outcome groups, which assess how well a provider delivers outcomes for people using the service. The key inspection of this service has been carried out by using information from the providers, the service users as well as others who work at the service. This has included a recent announced visit to the service. This report gives a brief overview of the service and the current judgements for each outcome group. What the service does well: What has improved since the last inspection? What they could do better: The support plans need to be kept up to date and show how well residents are doing with the things they are trying to improve such as being more independent in looking after themselves. Someone from the management committee needs to visit the home every month to check that the staff are doing a good job and to make sure residents are happy and being supported. Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 6 Some of the information which shows that the staff have been properly checked before they can work at Merle Boddy House needs to be kept at the home so that inspectors can make sure this is being done. Each week the staff must check the fire alarm. They need to make sure this is done every week and not forgotten. Some of the information given to the residents could be on a tape so that residents who have difficulty reading can listen to it. When new people want to move to Merle Boddy House the manager could have a form that made sure important areas were looked at every time. When people such as parents bring money to Merle Boddy House for the residents the staff should give them a receipt so there is a record of how much money was handed over. 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. Merle Boddy House DS0000027459.V323867.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 Merle Boddy House DS0000027459.V323867.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. Prospective residents and their families are able to visit prior to admission. Relevant information is sought on prospective residents. EVIDENCE: The admission process, though not formalised, does involve visits being made to Merle Boddy House and a current example was discussed. A prospective resident has been to visit for tea on two occasions and the resident’s mother and Social Worker have also visited. The views of current residents are taken into account, although on this occasion the prospective resident already knows the residents as a result of sharing the same day services. Relevant information and reports are sought, though Merle Boddy House does not have its own formal admission assessment form and consideration could be given to developing this so that each admission is dealt with in a consistent and thorough way. See recommendation. Merle Boddy House DS0000027459.V323867.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 & 9 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The content and style of support files and individual plans is good, though care should be taken to make sure these are regularly reviewed to ensure they are up to date. Residents have formal and informal opportunities to express their views. Risk assessments are in place and residents can participate in activities that involve some risk. EVIDENCE: Three resident support files were chosen randomly. The content of these files including the ‘Individual Care Plan’ was generally good and the latter document also contains pictorial prompts. There were examples of particular aspects being worked on with specific residents as well as information about work and leisure activities. However, the files do need to be updated on a Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 10 regular basis. Some of the documents have not been formally reviewed since October 2004. See requirement. Where particular goals are being pursued with particular residents the review process should reflect the progress being made with these. See recommendation. The residents have a weekly meeting, usually on a Saturday, to discuss issues such as food, activities and visits out, e.g. to the pub. These meetings are minuted. There is a good deal of informal ‘view sharing’ through the daily conversation between residents and staff and, from observation on the day of the inspection visit, the staff sit with, talk with and listen to what the residents have to say. Risk assessments were in place on each file. These referred to a variety of situations including ‘going out’, cycling, having a key to the resident’s bedroom and self-medicating. Residents are able to make hot drinks when they wish. Merle Boddy House DS0000027459.V323867.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 & 17 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents enjoy a range of work and leisure opportunities on a regular basis including contact with family and friends. The residents help choose the food and have a varied menu which they enjoy. EVIDENCE: There was both verbal and documentary evidence that the residents have a range of activities, both work and leisure, which they are involved in. Examples include residents being involved in shopping, attending evening clubs, visits to the pub, football, bowling as well as regular contact with and visits to their families. On the evening of the inspection visit some of the residents were attending a local concert, though some had exercised their choice not to go. Residents also have individual interests such as music, sewing, writing and jigsaws. Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 12 The location of Merle Boddy House offers reasonably easy access to the local town and there is a supermarket just a few minutes away. There was also written and verbal evidence that residents are able to have visits from family and also go home from time to time. The father of a resident visited Merle Boddy House during the inspection to deliver some Christmas ‘goodies’ for the residents. During a brief discussion this relative reported a high level of satisfaction with the care offered to residents and the communication between staff and himself on important issues. A comment on a relative’s questionnaire noted that “My son is always happy and well cared for. He enjoys a full social life and is part of the local community”. Examples were given of ways in which residents help in the day to day routine of Merle Boddy House and some of the residents were observed helping at the tea time meal, washing up and one resident decided to vacuum his room. One of the support plans was noted to have a ‘room tidy plan’ for the resident to be encouraged to follow. Routines appeared flexible and residents gave examples of varying times that they go to bed. Residents may have a key to their rooms. A member of staff reported that two of the residents choose to lock their rooms and one of the residents showed off his key which he looks after himself. Since the previous inspection took place one of the residents has moved on from Merle Boddy House to their own flat in the local community. The residents said that the food at Merle Boddy House was nice and they help choose the menu options. From observation the evening meal looked nicely presented and sufficient in quantity and residents also had a dessert. Pictures of the meals are usually displayed in the dining room to help residents know what is on the menu for a particular day. Residents may assist from time to time with cooking preparation. One of the residents said that he had been doing some cooking at his day centre and residents reported that the previous evening some of them had gone out for a meal at a restaurant. Merle Boddy House DS0000027459.V323867.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 & 20 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Personal and healthcare support needs are met. Medication is properly stored and managed and staff have updated their knowledge with additional training. EVIDENCE: The staff talked with on the day of the inspection visit were able to give good descriptions of particular residents and the degree of personal care support required. Only one of the residents required constant help whilst the others required varying degrees of encouragement. One of the female residents asked if she could have a bath before going out that evening which was facilitated by a female member of staff. The resident was helped with washing her hair and was able to be left to have ‘a soak’. A male resident was described as being able to wash his own hair and most of the residents can make daily choices such as choosing what clothes to wear. Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 14 Healthcare issues were recorded in support plans and examples included dietary guidance, healthy eating plans, records of medical appointments, blood tests and information about allergies, (one resident, for example, has sensitive skin). G.P. and dentist appointments are recorded along with a brief summary of the key information from such visits. At the present time none of the residents manage their own medication and risk assessments in relation to self-medicating are on support plans. Medication is stored in suitable locked cabinets and the record of daily administration was up to date. Training records show that staff attended a course on ‘Medicine for Carers’ run by the University of East Anglia in June of this year. Merle Boddy House DS0000027459.V323867.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 & 23 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents know how to complain and the staff understand adult protection processes. The residents’ financial records viewed on the day of the visit were in order. EVIDENCE: There have been no complaints received by the management of Merle Boddy House or by the Commission since the previous inspection took place. Residents reported in their questionnaires that they knew who to talk to if they were unhappy. The relaxed atmosphere in the house reinforced the view that residents felt comfortable with the staff. The staff were able to describe how they assisted residents, for example, when they might be upset for some reason. There is a complaints procedure, but consideration could be given to developing an audio version for residents who understand the spoken word, but have difficulty reading. See recommendation. The majority of staff have undertaken the basic awareness course on the protection of vulnerable adults. One of the staff spoken with on the day of the inspection visit confirmed this training, though one member of staff has yet to complete this aspect of training, though was aware of the basic principles. The staff were quite clear where to access relevant policies and procedures and these are clearly identified in the ground floor office. Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 16 Two random sets of financial records were looked at. There is a page on file which show the breakdown of the resident’s income and their weekly fee. The level of personal allowance is also noted, though this needs to be updated on the record as last year’s amount was displayed, (residents are receiving this year’s amount). All transactions on the financial record are signed for by two members of staff and the resident also signs the record. There is also a weekly audit of the finances. Residents have building society accounts and some checks were made on payments too and from these accounts. The record was in order. When relatives bring in sums of money to deposit with staff for any of the residents a receipt should be issued to the relative as confirmation of the amount received. See recommendation. Merle Boddy House DS0000027459.V323867.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, 25, 27 & 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Merle Boddy House provides a nice environment for residents to live in. EVIDENCE: Merle Boddy House is a pleasant large domestic house in a suburban area of Dereham and blends in nicely with the surrounding houses. The house is nicely furnished throughout in a comfortable domestic style and the residents have a choice of two lounge rooms and a dining room on the ground floor. The bedrooms seen were observed to be personalised and reflected individual tastes and interests. For example, one resident likes writing and he has a desk in his room. Residents are able to put up posters and make their rooms nice places to spend time. Some of the bedrooms had been observed on a visit earlier in the summer and reflected a similar standard. There are toilet and bathroom facilities suitable for the number of residents accommodated. Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 18 There is a small back garden that is used during the warmer months. The house appeared clean and fresh throughout and no obvious safety hazards were seen. Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 19 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, 35 & 36 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Staff have access to ongoing training opportunities and are properly supervised. Some of the records that show that staff have been properly recruited must be kept at Merle Boddy House. EVIDENCE: A record is kept of all the training undertaken by the staff. Examples of training undertaken this year include Medicines for Carers, Looking Forward to Management, Food hygiene, First Aid and fire training. Merle Boddy House exceeds the standard required for NVQ training with more than 50 of staff having attained this qualification. The Deputy Manager has completed her NVQ 3 in Management. Previous training undertaken by staff has included Working with Difficult Behaviours and a Communication Co-ordinator Course. The recruitment process was looked at. Not all of the information required by Schedule 2 of the Care Homes Regulations 2001 are present on these files and are kept at a different location. These include evidence of two written references being taken up, evidence of an enhanced Criminal Records Bureau Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 20 check and evidence of identity. These records must be available for inspection in the home at all times. See requirement. There will be a minimum of two staff on duty and there will usually be three staff on in the evenings which allows residents to be involved in activities outside of Merle Boddy House. At weekends there are usually two staff with an additional member of staff provided for specific hours, (usually between 11 and 2), to allow residents to go out. It is important that the residents have opportunities to go out, either in small groups or on a one to one basis from time to time and the current staffing provision should be viewed as a minimum requirement in order to achieve this. The staff confirmed that staff meetings are held and one was reported to have been held in the previous week. Staff also said that receive regular supervision in line with the National Minimum Standards. Supervision is documented and placed on staff files. Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 21 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, 39 & 42 Quality in this outcome area is adequate This judgement has been made using available evidence including a visit to this service. Residents and their relatives think Merle Boddy House is a nice place to live. Regular visits by the management committee need to be re-instated to comply with regulations and to make sure they are satisfied the home is being well run. There are some regular health and safety checks, but some aspects such as weekly tests of the fire alarm system must be carried out to ensure the residents are protected. Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 22 EVIDENCE: The manager is currently working towards his Registered Managers Award and has attended courses on the Common Induction standards, adult protection, business planning and has gained OCN Level 2 in Initial Guidance skills in the Workplace. The staff and residents conveyed a good sense of enjoying working and living at Merle Boddy House. In the relatives’ questionnaire one comment noted that “(the resident) is very well looked after and very happy there”. Another noted that “I can’t find fault in any way. I am more than happy with the care (the resident) is receiving”. Elements of a quality assurance process have been in place and include a monthly Regulation 26 visit and a quarterly quality assurance audit. However, these visits appear not to have taken place for several months and need to be re-instated. See requirement. Health and Safety issues were looked at. A service of gas facilities was carried out in March 2006. A fire risk assessment of the properties has been carried out. Fire fighting equipment was serviced in November 2006 and the emergency lighting was checked in June 2006. A daily check is made of the fire panel in the main entrance area. A fire incident occurred on 28th October when the Fire Brigade was called. The written account of this incident, (which turned out not to be a fire), indicates that this potential emergency was properly managed by the staff. A record of weekly fire tests is kept. However, this shows that on some occasions these checks are being missed out. See requirement. Weekly checks of the hot water outlets are undertaken and recorded. There is also a weekly and monthly written health and safety check of the house. This is good practice. Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for 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 3 ENVIRONMENT Standard No Score 24 3 25 3 26 X 27 3 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 2 35 3 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 2 3 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 3 X 2 X X 2 X Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 24 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 Standard YA6 Regulation 15 Requirement Support plans are informative, but need to be reviewed and updated on a regular basis. The information set out in Schedule 2 of the Care Homes Regulations 2001 must be kept in the home and be available for inspection. Timescale for action 28/02/07 2 YA34 19 28/02/07 3 YA39 26 Monthly visits must be 28/02/07 undertaken by a representative of the management committee in line with the requirements of Regulation 26 of the Care Homes Regulations 2001. The weekly check of fire points must be carried out consistently each week. 31/01/07 4 YA42 23 Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 25 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 Refer to Standard YA2 Good Practice Recommendations An admission format and protocol could be drawn up to ensure a consistent process and make sure important questions were considered every time a prospective resident is identified. Where goals are identified on support plans, a review should update the support plan on progress being made with these areas. Consideration could be given to producing a simplified complaints process, (and any other information that might be helpful to residents), on an audiotape so they can listen to it if they have difficulty reading. When relatives bring money to Merle Boddy House for any of the residents, the member of staff receiving this money should issue a receipt. 2 YA6 3 YA22 4 YA23 Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 26 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 Merle Boddy House DS0000027459.V323867.R01.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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