Inspection on 19/06/08 for Newhaven Community Care Ltd (Phoenix House)

This inspection was carried out on 19th June 2008.

CSCI found this care home to be providing an Adequate service.

The inspector found there to be outstanding requirements from the previous inspection report. These are things the inspector asked to be changed, but found they had not done. The inspector also made 2 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Newhaven Community Care Ltd... 29/04/09

Newhaven Community Care Ltd... 20/12/07

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Extracts from inspection reports are licensed from CQC, this page was updated on 28/09/2008.

CARE HOME ADULTS 18-65 Newhaven Community Care Ltd (Phoenix House) 124 Crowstone Road Westcliff on Sea Essex SS0 8LQ Lead Inspector Sarah Hannington Unannounced Inspection 19th June 2008 09:30 Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.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 Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.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. Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Newhaven Community Care Ltd (Phoenix House) Address 124 Crowstone Road Westcliff on Sea Essex SS0 8LQ 01702 337057 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) newhaven_manager@communitycaregroup.co.u k Newhaven Community Care Ltd Manager post vacant Care Home 6 Category(ies) of Learning disability (6) registration, with number of places Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care home only - Code PC to service users of the following gender: Either whose primary needs on admission to the home are within the following categories: 2. Learning disability - Code LD - maximum number of places 6. The maximum number of service users who can be accommodated is: 6 20th December 2007 Date of last inspection Brief Description of the Service: Phoenix House is a care home providing personal care and accommodation for up to six residents who have a learning disability. The home is a three storey detached house situated in a residential area and is close to all local amenities. There are six bedrooms for residents within the home and it has a large lounge overlooking the rear garden and an adjacent dining area. Additionally there are two other lounge areas for residents use. The home has a rear garden which residents are able to access. Two mini buses are available to transport the residents to their activities and to college. The weekly fee charged to residents is currently £1853.00. Additional, charges incurred by residents relate to chiropody, transport, holidays, personal toiletries, hairdressing and some leisure pursuits. There is a Statement of Purpose and Service Users Guide readily available within the home. Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 1 Star. This means the people who use this service experience adequate quality outcomes. The inspection focused on the standards and any requirements and recommendations from the last key inspection. The site visit took 7 hours to complete. The manager was present throughout the inspection. Due to the communication needs of the residents living at the home, we, the CSCI (Commission for Social Care Inspection) felt that it was not possible to use surveys for feedback on this occasion and no other surveys prior to the site inspection were sent out. Additionally the manager was sent a Annual Quality Assurance Assessment (AQAA) form by CSCI, prior to the inspection that asked how well the home is meeting the needs of the people who live at Phoenix house, however this was not due back before this report was written. We also looked at what else we already know about the home and what the service has told us about things that have happened in the service, these are called ‘notifications’ and are a legal requirement. Information collated and discussions during the site inspection are reflected within this report. What the service does well: What has improved since the last inspection? What they could do better: Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.R01.S.doc Version 5.2 Page 6 The outstanding repeat requirement and recommendations from the last inspection need addressing. Documentation around infringement of rights should be developed and put into place for all residents, as well as recording of any restraint techniques used. Quality Assurance information needs to be collated and made available to all interested parties and for copies to be kept on the premises. 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. Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.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 Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.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. A robust assessment process reassures residents that their needs will be met before they move to the home. EVIDENCE: Since the last inspection, no new residents have moved into Phoenix House. At the last key inspection, this area was fully assessed for all three present residents. Discussion with the new manager around assessments and admission showed us that she understood the need for people to have sufficient information and why. The home has an up to date service user guide and statement of purpose, which is available to prospective residents. Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.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 adequate. This judgement has been made using available evidence including a visit to this service. Staff are successful in delivering appropriate care, although this may not always be documented appropriately yet for all residents. EVIDENCE: Since the last inspection, the support plans have been reviewed. Looking through three of the care plan records, they reflected the initial assessments by the referring social worker and the homes assessment. Risk assessments reflected peoples assessed needs. The current manager has carried out a review of care plans and added a summary document which covers areas such as, personal support, family social contact, educational and recreational goals, physical and mental need, treatment and behavioural issues. The support plans themselves covered areas such as restrictions on choice, different forms of communication and any health services involved with the person in question. The manager has made an effort to include some personal choices. Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.R01.S.doc Version 5.2 Page 10 The three residents who presently live at Phoenix house have a number of complex issues that are a challenge for the service. All three of the people that live at Phoenix house have very unique methods of how they choose to communicate. All three people have to some degree complex behaviour, which naturally impacts, on the service. Within all care plans there are some basic guidelines which guide staff to work with individuals. One person does not respond fully to verbal, symbol or photographic prompts and chooses to use their own body language and limited Makaton signs to convey their needs and wants. One person uses quite a complex system of symbols developed mainly whilst at school. There is some guidance in care plans for staff to follow although this needs to be developed further. Support plans and related documentation showed us that there is a lot of positive work going ahead to try to incorporate person’s views and preferences. The team are working hard towards putting into place a number of support packages. For example, the deputy manager is carrying out daily observations on how staff work with individuals, what is working and what is not, keeping account of anything significant on how this individual informs staff of their choices and preferences. This work is yet to be added fully to the care plans. A senior member of staff is developing the activities side so this individual can express their needs to staff in a fun and relaxed way. Additionally a behavioural therapist is working with team to develop guidelines that will allow staff to work in the best way with people. This will be an on going process for some time, until it becomes clearer to the team how to communicate with this individual effectively. The manager and her team are exploring the use of advocates and sourcing the best services to support the resident group. Overall the inclusion of resident’s views, wishes and preferences is not fully present. Therefore it would be good to see in future inspections the progression has continued and recording of, documentation in place and the communication of individuals have been developed further than at present. Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.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 good. This judgement has been made using available evidence including a visit to this service. Opportunities for residents to participate in activities, education and leisure interests, which are suited to their lifestyle, are available. EVIDENCE: One of the senior members of staff is taking a lead on supporting the residents to explore daily life skills, using the local facilities, receiving education and looking into employment. One person who lives at Phoenix house is under taking an IT course, another person is looking into employment opportunities and another is exploring community facilities to enable them to build links. Speaking with key staff it is clear that they have a drive to offer their residents the opportunity regardless of ability or behavioural issues that might often exclude them from accessing mainstream jobs, education or finding services that supports their needs. Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.R01.S.doc Version 5.2 Page 12 At present, some residents are regularly using local facilities such as the local gym, swimming, going shopping, and library and nearby seafront. The home have a people carrier and the residents appear to love this by just going out just for a drive, stopping off to have drinks and a snack, this was seen the morning of the site inspection. Pictorial boards of the staff rota, menu and activity boards were in the process of being arranged, this will make it easier for residents to identify every day daily arrangements. Family are encouraged to keep contact with residents and there are no restrictions. However if past a certain time, the visitors are asked to use the second lounge in the home as this is quiet, private and will not disturb the other residents who may want to go to bed early as the use of personal rooms socialising may disturb the other residents’ peace and quite. Observation showed us that staff interaction is good and staff were seen to be attentive, patient and having a good rapport with individuals. Speaking with one of the members of staff regarding the main meals, shopping is done on a daily basis. This is to allows people to choose from the shops what they would like to eat for that day. The menu record is then produced after this has happened and at the end of the week, a weekly menu record is kept. Looking at the previous four weeks of menus it showed that residents were having plenty of choice, foods are of good nutritional value and were varied, and individualised for each person. Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.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. Staff are successful in delivering appropriate care. EVIDENCE: Within the support plans preference over personal care support is explored and recorded by observations made, this is on going work as individuals find it hard to fully communicate their needs to staff at present. However staff observation during daily routines are being recorded and discussed at staff meetings. Although there is a basic plan in place, this is on going work that will take time to develop further. Residents have access to a number of medical staff such as, community nurses, GP’s, dentists, opticians and chiropodist. Within care files monitoring of health is recorded in health care plans. The residents have good support through other professionals when needed. One specific individual has been working with a behavioural therapist to explore like and dislikes and to build up a communication documentation, which allows staff to recognise triggers that may lead to negative behaviour, and how the likes, dislikes are expressed through body language. Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.R01.S.doc Version 5.2 Page 14 The medication system has recently had an overhaul. Boots are now the main suppliers. Policy and procedures are in place for the correct receipt, recording, storage and handling, administration and disposal of medications. We checked the records and noted that any medication changes had been recorded accurately. All MAR record sheets had been correctly recorded, signed for and there were no gaps in vital information needed. The administration records are maintained in accordance with agreed procedures and the royal pharmaceutical legislation. Evidence of documentation, training, and the fact that no incidents around medication issues or practice would suggest that medication is kept to a strict protocol and is maintained consistently to a good standard. Signatures of staff who administer medication are present. A Monitored medication dosage system is in place for each resident. Medication is stored in a locked cabinet. Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.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 adequate. This judgement has been made using available evidence including a visit to this service. The residents benefit from and are protected by staff knowledge and safe guarding training, however documentation relating to safety issues needs to be fully in place. EVIDENCE: There have been no complaints made to the home or reported to us since the last inspection. The manager has a good complaints procedure in place. All complaints are recorded, however outcomes still need to be recorded and signed off. A service user complaints procedure should be available in a format of their communication choice. All of the residents have complex needs and as a last result some form of restraint maybe used. There is no restraint record or documentation in place that clearly shows, what happened (triggers), who was involved, what were they doing, how it was handled, for how long was restraint used and the outcomes. This form of record will be useful in terms of tracking episodes and evidence that the team ensure the protection of all of the residents. All staff have been trained in ‘break away’ (restraint) techniques and discussion around this proved that they were knowledgeable and experienced. The southend borough safeguarding guidelines are not fully in place and there is old information held within the office. Additionally contact names and numbers should be displayed in communal areas so that residents, staff and any visitors can have access to this information. However speaking with staff response was good around their knowledge, this is due to awareness being Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.R01.S.doc Version 5.2 Page 16 raised by recently receiving safe guarding training. Training for all staff has gone ahead in safe guarding. Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.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. Residents live in a homely and comfortable environment, which suits their needs. EVIDENCE: The premises is well laid out for the resident group it serves, plenty of space in general for people to use. The maintenance and overall cleanliness is to a good standard. Staff spoken with had good knowledge around infection control. However residents need to be encouraged to personalise their rooms. All rooms but one were bare of any personalisation, this may be due to some of the complex needs however the manager needs to find a way of getting people involved in choosing suitable furniture made from suitable materials to make the house more homely. One person has a TV, which has to be enclosed for safety reasons however this TV can only be seen from one side of the bed clearly. It would be beneficial Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.R01.S.doc Version 5.2 Page 18 and in the residents, interest to have this room re-arranged so that they can sit in comfort and enjoy DVD or the TV in bed. This may make it more relaxing, the residents should be consulted with over this. Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.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): 31,32,33,34,35 and 36 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Residents are offered positive relationships by well-supported and caring staff. EVIDENCE: Staff are still covering long shifts according to the rota, but no agency are used only in an emergency situation. The manager informed me that she has four new staff waiting for CRB clearance and then they will be able to reduce the number of shifts that staff are presently covering. Rotas do prioritise resident’s need, such as, when activities are planned or a resident who prefers to work with males this is provided to them. Speaking with staff they are aware how important it is to involve residents in every aspect of their lives. The team is starting to think in terms of getting residents to be fully involved in being able to make choices, express views and have their unique communication methods understood, however this is at early stages within the team and needs further development. The manager has prioritised training that will benefit resident’s safety, such as, safe guarding (protection of vulnerable adults) physical intervention, communication, food hygiene, infection control and starting the NVQ training. Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.R01.S.doc Version 5.2 Page 20 All staff are receiving supervision, have regular staff meetings and every shift there is a detailed hand over period. The staff spoken with were knowledgeable, experienced and showed us that they had dedication in achieving good standards for the residents that they worked with. Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.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 and 42 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The health, safety and welfare of all residents is ensured through the stability of the management structure in place.. EVIDENCE: The present manager of phoenix house has been in post since March this year. She has twenty years experience in this field and was studying the RMA. (Registered managers award) although this is on hold due to the demands of supporting the service. Through discussion, she evidenced that she has a lot of good ideas and ways in which she wants the team and herself develop the service. A large part of those plans would be a move towards resident’s involvement moulding the service more than is presently the case. Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.R01.S.doc Version 5.2 Page 22 Since being in post there has been a significant change in staff awareness, team work and consistency of care. The staff fed back that they felt that there was more direction and that roles within the team are more clearly defined. The manager is aware of what needs to be further developed and how the service needs to improve. Overall the service is starting to improve in the right direction and staff awareness around important issue for the residents have recently been raised. The manager is not presently registered with us and has been in post for a just a short number of months. Therefore we would like to see a secure management team in place to ensure the future health, safety and welfare for all of the residents. Quality assurance has been carried out by means of surveys, but the results have not been made available to interested parties and displayed within the home. These results could also prove useful to the manager when completing any AQAA that is sent. Fire drills records were seen and general health and safety certificates are upto-date and in place. The manager is actively trying to include resident’s views within documentation and is currently forming a rapport with relatives. Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.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 2 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 3 32 2 33 3 34 3 35 3 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 DS0000070048.V366873.R01.S.doc 2 2 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 3 Score PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 3 X 2 X X 3 X Version 5.2 Page 24 Newhaven Community Care Ltd (Phoenix House) 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 YA6 Regulation 15 (2)(d) Requirement All residents care plans need to reflect that involvement has been part of the process. All physical restraint that maybe used with an individual is record appropriately. This is a repeat requirement from the last inspection 20/12/07 Timescale for action 31/12/08 6. YA23 17(1)(a) 20/08/08 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. 3. Refer to Standard YA23 YA32 YA39 Good Practice Recommendations Obtain a copy of local safeguarding policies and procedures. 50 of staff to attain an NVQ qualification. That the outcomes from the Quality Assurance surveys are collated and made available to all interested parties. DS0000070048.V366873.R01.S.doc Version 5.2 Page 25 Newhaven Community Care Ltd (Phoenix House) Commission for Social Care Inspection Eastern Region Commission for Social Care Inspection Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE 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 Newhaven Community Care Ltd (Phoenix House) DS0000070048.V366873.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. 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