Inspection on 01/05/07 for Newlands Hall

This inspection was carried out on 1st May 2007.

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

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Newlands Hall 17/08/06

Newlands Hall 14/12/05

Newlands Hall 20/09/05

Newlands Hall 30/03/05

Newlands Hall 30/11/04

Newlands Hall 01/03/04

Similar services:

Snydale Care Home

Abbey The

Larchfield Manor

Hawkhills

Beeches The - North Yorkshire County Council

The Grove Waltham

Carentan House

Ravensworth Lodge

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

CARE HOMES FOR OLDER PEOPLE Newlands Hall High Street Heckmondwike West Yorkshire WF16 0AL Lead Inspector Tracey South Unannounced Inspection 1st May 2007 09:20 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 Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Newlands Hall Address High Street Heckmondwike West Yorkshire WF16 0AL 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) 01924 407247 01924 409293 newlandshall@tri-care.co.uk Tri-Care Limited Ms Paula Jane Oldroyd Care Home 37 Category(ies) of Old age, not falling within any other category registration, with number (37) of places Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 17th August 2006 Brief Description of the Service: Newlands Hall is owned by Tri-care Limited now trading as Orchard Care Homes. The home offers care and accommodation for up to 37 older people and is situated just out of Heckmondwike town centre on the main road. Standing in its own grounds, the home has been extended since it was first opened increasing the accommodation and services it can provide. The house still retains some of its original features and these add to the character of the home. Accommodation is provided on 2 floors, which are accessible by a passenger lift. There are 31 bedrooms all of which have en-suite facilities. There are 3 lounge areas. There is a small complex of flats in the grounds providing individual accommodation for older people. The current charges at the home range from £354.72 to £500.00 per week. Additional charges are made for hairdressing, chiropody, newspapers and magazines. Information about the home and the latest Commission for Social Care Inspection report are available from the home. Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. As part of this key inspection the Commission for Social Care Inspection undertook an unannounced visit to the home. Alongside this, the staff at the home also completed a pre-inspection questionnaire, which was returned to the Commission before the inspection as requested. Information from this questionnaire was also used for this report. One inspector carried out this site visit. The inspector arrived at the home at 9.20am and left at 4.30pm. Prior to this visit surveys were sent out to obtain the views of residents, their relatives and GPs. Ten surveys were sent out to residents, three responses were received. Nine surveys were sent out to relatives, two responses were received. Six surveys were sent out to GP’s and five responses were received. In writing this report, information and evidence was not only obtained by way of visiting the home, but also from notifications sent to and information obtained by Commission for Social Care Inspection. The last inspection report was also consulted. The inspector spoke to six residents. There were 30 residents living at the home on the day of the inspection. Care practice was observed throughout the day. Inspectors spoke to management, care and ancillary staff. Records were examined and a tour of the home, including a small number of bedrooms, was also undertaken. The inspector would like to thank everyone for their assistance and hospitality during the inspection process. What the service does well: Prior to new people moving into the home their needs are thoroughly assessed by one of the management team. Once the staff are satisfied that the home can meet the person’s needs they are given the opportunity to look around the home to help them make a decision as to whether it’s the right place for them. The atmosphere at the home is warm and friendly and people who live there said it’s a nice place to live and that the staff are kind and caring. They said Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 6 that they had nothing to grumble about and everyone spoken to say the food was good. One lady said “its lovely grub”. Relatives’ surveys included such comments as, “on the whole mum’s home is very pleasant and the carers are full of fun….” “they listen to relatives wishes and always try to help”. Information provided at the pre-admission stage is used to form the basis of the initial care plan. This includes information about people’s likes and dislikes and the activities they would like to continue taking part in. People at the home are encouraged to engage in such activities such as going out with their relatives, attending church and being a part of other organisations as they have always done. The home is clean and tidy and a number of areas have been redecorated within the last six months. What has improved since the last inspection? What they could do better: People who live at the home and or their relatives should be involved in the care planning process so they are, aware of and agree with, the level of care they are to receive. Manual handling plans require more specific details about the actual level of support required to safely assist people with their mobility needs. The organisation should make the necessary arrangements in ensuring that all staff who are left in charge of a shift are trained in emergency first aid. Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 7 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. Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 2 and 3. 6 does not apply. People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People are properly assessed before moving into the home with the assurance that their needs will be met. EVIDENCE: New people who move into the home are provided with a contract of residence that informs them of the terms and conditions, including services included in the fee. Copies of contracts were seen in two of the three care files examined. Prospective residents are assessed prior to being offered a place at the home. The funding authority forward a Community Care Assessment to the home and in addition to this the management staff also carry out their own pre-admission assessment of that person, to ensure that the home is able to meet their needs. Information gathered as part of this process is used to make a decision as to whether or not Newlands Hall is suitable for that particular person. Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 10 Two residents’ surveys indicated that they had received a contract, whilst one person could not remember if they had. All three people thought that they received enough information about the home prior to them moving in. Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9, and 10. People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The level of care people need, which includes their health, personal and social cares needs are clearly highlighted within their care plan, although there are occasions when health care issues are not being followed up on which could lead to people not receiving the treatment/support they need. EVIDENCE: The care records of three people were examined. All three people had moved into the home within the last two months. Each person had a care plan in place, that included information about their health, personal and social care needs. Reviews of care plans take place every month and the information recorded was generally satisfactory. There is however, no evidence that the resident and or their relative have been involved in the care plan process, apart from the life history as mentioned below. In the front of each person’s file is a life history that had been completed by a family member. The information contained gave a good insight into the Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 12 person’s life including their hobbies, interests and things that have been important to them throughout their life. Such information is valuable for staff when getting to know more about a person and being able to strike up a conversation with them about something they find interesting. Each person is registered with a local GP. Records of medical visits including the GP, district nurse, optician and chiropodist were seen in peoples’ care records. Residents’ surveys indicated that the majority of people felt their medical needs are met. And surveys returned by GPs were generally satisfied with the overall care provided within the home. Whilst examining people’s health care records it was noted that one person had lost 4kg in weight within a month. This was pointed out to the manager, as there was no information in the care file that this had been followed up, either by monitoring this person more closely or making a referral to the GP. The manager was asked to look into this as a matter of urgency. Manual handling assessments require more detailed information in respect of the level of support required. The detail recorded was basic and does not inform staff of how they are expected to support that person whilst assisting them. The GP had visited (17 April 07) in respect of one person’s mobility and suggested that contact be made with the physiotherapist, when questioned, the manager was not sure whether or not this had been done. She was asked to follow the matter up. Four people’s medication supplies and records were examined. Generally speaking the medication systems have improved greatly since an enforcement notice was served on the company in September 2006. The majority of medication checked was correct although it was not possible to reconcile some PRN medication, given as required, which was mainly due to staff not stipulating whether they had give one or two tablets. Although staff are checking the medication when it arrives in the home they are forgetting to put the amount received. The manager has introduced audit checks that take place every other day to ensure the medication is correct and any mistakes are easily identified. Staff were observed treating people with respect. The manner in which they approach people is kind and caring and the atmosphere at the home is warm and friendly. Staff were seen knocking on doors before entering the private space of people. Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15 People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People at the home receive a well balanced diet, are able to take part in activities of their choice as well as maintaining contact with their relatives. EVIDENCE: People social care needs are highlighted as part of their care plan and there was good evidence in place that they are able to do the things they like. For example, information provided by a relative said that the person enjoyed watching a particular TV programme and the daily reports recorded that she did watch her programme. Other person has been a member of a golf club for many years and continues to go there each week to meet up with friends. Three people who returned the resident surveys indicated that there ‘usually’ activities arranged by the home. One relative responded saying, “I understand that there are lots of issues involved in taking residents out for trips but I would like to see more of these e.g., shopping, theatre etc. A number of people do go out with their relatives, one lady said she goes out for a meal with her daughter every Saturday, which she thoroughly enjoys. Another person, who has been a member of his local church for 50 years, is supported to attend Sunday service along with his daughter. Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 14 The inspector spoke to the staff who said that trying to involve people in activities can be quite difficult at times. They said that they encourage people as much as possible to join in different things but many refuse. A few people were involved in a game of bingo during the afternoon of this visit. People spoken with said they enjoy the entertainers who come into the home to sing and play instruments. They also spoke of how they enjoy the monthly church service that take place at the home. One lady said that it does not matter which religious faith you believe in the service is for everyone. Visitors are welcome at any time during the day; those people spoken with said their relatives visit regularly. People spoken with said they are able to choose how they spend their day and are not restricted in any way. The manager explained that a small number of people, supported by their family, are able to manage their own finances. The meal on the day of the visit was prawn cocktail followed by either gammon or fish with mashed/roast/or new potatoes, peas and broccoli, with rice pudding, ice cream or yoghurt for dessert. The meal was well presented and looked appealing, the tables were appropriately set with a good array of condiments. People said that they enjoy the food; one lady said its “lovely grub”. Resident surveys indicated that people generally liked the meals at the home. One person said, “I would like tea a little later than 4pm”. Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18. People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People can be confident that their complaint will be dealt with effectively and that they are protected from abuse. EVIDENCE: The home has not received any complaints during the last 12 months. The complaints procedure is displayed in the front entrance of the home. Each resident has a copy of the procedure displayed at the back of his or her bedroom door. Residents spoken with were clear about who they would go to if they were unhappy about something in the home. All three responses from the resident surveys knew how to make a complaint and the two responses received from relatives indicated the same. The manager explained that the company has introduced a new complaints procedure to ensure that all verbal and written complaints are recorded when received to ensure the appropriate action is taken. All staff working at the home have received adult protection training, some of which are due to attend refresher training in the coming months. One of the deputy managers has undertaken a ‘train the trainers’ course, which enables her to deliver training on adult protection to the staff at the home. . Those Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 16 staff spoken with were clear about their responsibilities when reporting poor practice including incidents of abuse. Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 and 26. People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The home offers people a safe, clean and homely place to live. EVIDENCE: The atmosphere at Newlands Halls is warm and welcoming. All areas of the home were clean and there were no unpleasant odours present in any parts of the home. The gardens are well maintained and there are areas for people to sit out when the weather is warm. The outside porch to the rear of the home is in need of repair as the wooden frame is rotten. The manager explained that plans to replace or repair this are in hand. The Manager explained that the local authority has invited care homes to submit an application for a grant to use on upgrading the interior and exterior of the home. The home has submitted their application and requests for grab rails, garden furniture and plasma TV’s have been made. Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 18 A tour of the home was carried out which included looking at a small number of bedrooms. People’s bedrooms have been personalised by the occupant, which gives them a ‘homely’ feel. Since the last inspection, a number of bedrooms have been decorated, the hall and staircase have been repainted, and new carpets have been fitted along the back staircase, the front entrance lounge and in some bedrooms. A number of easy chairs have also been purchased and the manager’s office has been extended and redecorated. The manager explained that redecoration of the home is taking place as part of a rolling programme. Residents’ surveys confirmed that people feel the home is fresh and clean home. One person commented, “I’m very pleased with the high standard of cleanliness”. Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30. People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People’s needs are met by trained and qualified staff who have undergone a thorough recruitment process before they are allowed to work in the home. EVIDENCE: There were 30 residents living at the home on the day of this visit and the staffing levels are, five care staff on the day shift, four care staff on the evening shift and two care staff at night. The care staff are supported by kitchen and cleaning staff. Information provided in the pre-inspection questionnaire, and confirmed during this visit indicates that 84 of the care staff have a NVQ qualification of level 2 or above. Three staff are working towards NVQ level 2 and six staff are working towards NVQ level 3. Everyone involved in supporting staff through their NVQ and indeed the staff themselves is commended for their achievements so far. There have been no new staff employed to work at the home since the last inspection and therefore standard 29 was not fully assessed during this visit. Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 20 From records and discussion with staff it was evident that relevant training is provided and is ongoing. Not all staff who are left in charge of a shift have received first aid training and a recommendation has been made for this to be addressed by the organisation. New staff undertake induction training in accordance with the ‘Skills for Care’ Common Induction Standards, within their first 12 weeks of employment. Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 36 and 38 People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The home is well managed and people are kept safe by good health and safety systems. EVIDENCE: The manager is Ms Paula Oldroyd who has over 2 years experience of managing the home. Since the last inspection in August 2006 Ms Oldroyd has received more support from senior management level and has been allowed more supernumerary time to enable her to deal with her managerial responsibilities. This has been both beneficial in terms of the overall management of the home and Ms Oldroyd’s own welfare. Staff and people Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 22 living at the home made positive comments about the management of the home and staff said that Ms Oldroyd is supportive and approachable. Ms Oldroyd has worked hard, supported by her staff, in addressing a number of shortfalls identified as part of the last inspection. It is important that the organisation recognises the need to continue supporting Ms Oldroyd and ensuring she continues to receive regular supervision sessions. Resident and relative meetings are held where they have an opportunity to contribute their views about the home. Satisfaction questionnaires were sent out to relatives in January 2007. The findings of the questionnaires are made available to staff and interested parties. The manager explained that the results were recently discussed at the residents/relatives meeting held in February this year. Small amounts of monies are kept on behalf of residents. Three people’s monies were checked all of which were correct in accordance with records kept. The manager undertakes supervision sessions with all staff every six weeks. She uses the session as an opportunity to discuss work performance, policies and procedures and training opportunities. A sample of health and safety and maintenance certificated showed that checks are carried out as required. The manager was unable to locate information about the most recent file drill to take place, although she was confident that the deputy manager had recently carried out a drill and that prior to that regular drills have taken place. The manager was advised that if the relevant document cannot be found, a drill should take place within the next week, which is then recorded with the appropriate detail. Newlands Hall DS0000026276.V332475.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 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 2 3 3 X X N/a HEALTH AND PERSONAL CARE Standard No Score 7 2 8 2 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 4 29 X 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 3 X 2 Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? No. STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action Newlands Hall DS0000026276.V332475.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. 2 Refer to Standard OP7 OP8 Good Practice Recommendations Residents and or their representative should be involved in the care planning process, as is appropriate. Manual handling plans should contain more specific information about the exact help and assistance a person requires. Health care issues, such as weight loss must be followed up to ensure people receive the right level of care, support and or treatment they need. 3 OP9 The person booking in medication should ensure they put the amount received. All medication including PRN, given when required, should tally with the records in place. Staff need to clearly record whether they give one or two tablets. The organisation should arrange that all staff who are left in charge of a shift receive first aid training. If the information about recent fire drills cannot be located a drill should be carried out the details of which should be recorded. 4 5 OP30 OP38 Newlands Hall DS0000026276.V332475.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Brighouse Area Team First Floor St Pauls House 23 Park Square Leeds LS1 2ND 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 Newlands Hall DS0000026276.V332475.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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