Inspection on 18/05/06 for Norlington Care Home

This inspection was carried out on 18th May 2006.

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

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

Other inspections for this house

Norlington Care Home 10/09/09

Norlington Care Home 19/09/07

Norlington Care Home 15/05/07

Norlington Care Home 03/10/06

Norlington Care Home 14/11/05

Norlington Care Home 01/06/05

Norlington Care Home 11/02/05

Norlington Care Home 22/06/04

Similar services:

Fairfields Country Rest Home

Poldhu

Queensmount

Trevaylor Manor

Didsbury Court Rest Home

Belma

Hunters Care Centre

Manor Lodge

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

CARE HOMES FOR OLDER PEOPLE Norlington Care Home 19 Stourwood Avenue Southbourne Bournemouth Dorset BH6 3PW Lead Inspector Chris Gould Key Unannounced Inspection 18th May 2006 09:30 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 Norlington Care Home DS0000055350.V295026.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. Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Norlington Care Home Address 19 Stourwood Avenue Southbourne Bournemouth Dorset BH6 3PW 01202 422064 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) Norlington Care Limited Care Home 37 Category(ies) of Old age, not falling within any other category registration, with number (37) of places Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. No more than 20 service users in need of nursing care may be accommodated. 14th November 2005 Date of last inspection Brief Description of the Service: The Norlington Care Home is registered to provide both personal and nursing care for older people. It can accommodate a maximum of 20 people with nursing needs. Mrs June Tempany and her son Mr Gary Tempany own the home. An application is being processed by CSCI to register Carolyn Jolliffe as the registered manager. Norlington Care Home is situated on the edge of Southbourne and is close to local shops and amenities such as libraries, churches etc. and also to the sea and cliff top walks. There are single and double rooms on the ground, first and second floors. A lift provides level access to all areas of the home. There is a large lounge and lounge/dining area in the original part of the home. At the rear of the home, on the ground floor, are a small quiet lounge and a conservatory that can be used as a dining area. The present fees for the home range from £431 to £650 Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced key inspection took place over nine hours on one day in May 2006. A tour of the premises took place and three staff files, three residents care records and relevant documentation and policies and procedures relating to the running of the home were inspected. Nine residents, three visitors to the home and the staff on duty were spoken with. Mrs June Tempany, Mr Gary Tempany and Carolyn Jolliffe the manager were available throughout the inspection. Comment cards had been sent to residents, relatives, General Practitioners and care managers prior to the inspection. Information received on completed forms has been included in this inspection. What the service does well: What has improved since the last inspection? Since the last inspection the home has introduced a monitored dosage blister pack system for medicines that makes monitoring of audit trails easier. A trolley has been purchased to transport medicines on the ground floor to reduce the risk of residents being given the wrong medicines. Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 6 What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 3 Quality in this outcome area is poor. This judgement has been made using available evidence including a visit to this service. Prospective residents cannot be assured that the home can meet their needs, as an assessment is not consistently undertaken before they move in. EVIDENCE: The file of a privately funded resident who had been recently admitted to the home did not include a pre admission assessment. The resident confirmed that they had not been visited or contacted by a representative of the Norlington prior to coming to live at the home. Assessments are provided by the Local Authority for the residents who receive their funding. The Norlington does not provide intermediate care, therefore standard 6 is not applicable. Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 9 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7. 8, 9 and 10 Quality in this outcome area is poor. This judgement has been made using available evidence including a visit to this service. Care records in sufficient detail are not available to ensure that the resident’s health and personal needs are being fully met. The home has systems in place for managing residents’ medicines but some aspects need improving to protect residents. Staff treat residents with respect and dignity, promoting residents’ feelings of worth as valued members of the household. EVIDENCE: The three residents care records inspected varied in their content. One resident’s care records contained an activities of daily living assessment but a plan of care had not been formulated to inform the carers of the actions required to meet the assessed needs. Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 10 Two residents care records contained care plans but in discussion with staff the actions recorded did not consistently reflect the care provided including the frequency of weighing and the assistance with managing continence. One resident has bed rails on their bed and when out of bed uses a recliner type chair. These are forms of restraint but risk assessments have not been undertaken. One resident is at high risk of developing pressure ulcers but there was limited information of the preventative action to be taken. The daily evaluation noted in the past week red areas or small breaks of the skin in areas that are at risk of breakdown due to pressure. Wound care assessments had not taken place or a care plan developed. Since the last inspection the home has introduced a monitored dosage blister pack system that makes monitoring of audit trails easier. A trolley has been purchased to transport medicines on the ground floor to reduce the risk of residents being given the wrong medicines. While visiting a resident in their room two unmarked pots were observed containing medicines that had been signed as being administered earlier in the day. The manager took immediate action and will assess the resident’s medication needs and develop a medication care plan. The home has acquired a maximum and minimum thermometer for the medicines refrigerator. The temperatures are now recorded regularly. The Medication Administration Records identified that on a number of occasions medicines had not been signed for when administered. The audit trail identified that the medicines had been administered. The medication procedure still requires some amendments and additions. Staff induction includes respecting residents privacy and dignity. This was confirmed when speaking with staff. Staff were seen knocking on doors and waiting for an answer before entering residents’ rooms. Residents spoken with said that they were always addressed in the way they had requested and the staff are very polite. Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 11 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The social care provided in the home does not consistently satisfy the social and recreational interests and needs of the residents. The flexibility of the home enables residents to retain control over their lives where feasible and to maintain contact with their family and friends. Residents are offered a menu that provides a varied and well balanced diet. EVIDENCE: A number of group social activities are provided including bingo, quizzes, indoor exercises and outside entertainers. The comments received from residents concerning the activities arranged by the home were mixed but the majority agreed that there was usually or sometimes activities they could take part in. A social history is recorded in the resident’s care records but is very limited in detail. Individual care plans are not in place to identify how individual social needs are met as not all residents have the ability or choose to join in group activities. Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 12 A signing in book is maintained in the reception area and demonstrates that visitors are welcome at anytime. This was confirmed when talking with residents and visitors. One resident talked about her family and how she looks forward to their visits. Those residents who were able to articulate a view confirmed that they were able to make choices about such matters as what they ate and when they got up in the mornings and went to bed at night. Residents are able to “personalise” their bedroom with additional items of their choice. This was confirmed when visiting residents’ bedrooms. Residents are asked in the morning for their choice of lunch and at teatime for their choice of evening meal. The menus viewed appeared well balanced and nutritious including the provision of five pieces of fruit and vegetables each day. There were adequate fresh fruit, vegetables and dry store items available. Residents are provided with breakfast, lunch, evening meal and a snack in the evening. This was evidenced when reading residents individual records of food eaten. Residents agreed that the food supplied is good. Residents who require a soft diet have their meal pureed in separate piles to aid presentation. The residents care documentation does not consistently record the reason why a pureed diet is required. Service users eat their meals either in the communal room or in their bedroom with several needing assistance with feeding. Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 13 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 Quality in this outcome area is poor. This judgement has been made using available evidence including a visit to this service. Residents cannot be confident that their complaints will be taken seriously and acted upon. Procedures are not in place to ensure residents are protected from abuse. EVIDENCE: The home has a complaints procedure that is included in the service users guide. A copy was observed in residents’ rooms. The pre inspection questionnaire advised that two complaints had been received by the home during the past twelve months one substantiated and one partially substantiated. There were no records of the complaints available. The home has an adult protection procedure that needs amending in line with the local multi agency ‘No Secrets’ guidelines. Three adult protection investigations have recently been undertaken in relation to residents at the home. The investigations identified poor practice and lack of leadership within the home as contributory factors. An action plan has been agreed with the home and arrangements for monitoring put in place by health and social services. Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 14 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 25 and 26 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The standard of the environment is good providing the residents with a comfortable, clean and well maintained place to live. The lighting and hot water provision is not consistently appropriate to meet individual needs. EVIDENCE: The home is well decorated and comfortably furnished. Following the completion of a new entrance hall at the front of the home the ground floor hallway and corridors have been redecorated. One relative commented that ‘it would be nice if the main lounge had a few colourful pictures on the walls. Since refurbishment it is very bland’. The home employs a full time and a part time maintenance person. Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 15 The Dorset Fire and Rescue Service last visited the home in October 2005 and the Environmental Health Office October 2004. There are no outstanding unmet recommendations from these visits. Low level lighting is not provided in all rooms. Assessments are not in place where it would not be safe to provide this form of lighting. One room shared by two people had only a centre ceiling light. A number of bedrooms still have fluorescent strip lighting. The resident’s preference for this type of lighting needs to be evidenced in the individual care records. The hot water provided from the washbasin taps in two residents rooms and one toilet was of a very low pressure and one resident said that there is no hot water in the mornings. This was confirmed by care staff who have to fetch hot water in a bowl for the resident to wash in the mornings. On the day of inspection the home was clean and no malodours were noted. All residents and visitors spoken with commented positively about the laundry service and the cleanliness of the home. Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 16 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30 Quality in this outcome area is poor. This judgement has been made using available evidence including a visit to this service. The levels of staffing and the skill mix meet the needs of the residents and they are protected by the systems in place for staff recruitment. Short falls in staff training results in some care staff not being fully competent to do their jobs properly and therefore residents could not be assured they were in safe hands at all times. EVIDENCE: Staff rosters are maintained showing which staff are on duty at any time during the day and night. The rosters for the past three weeks evidenced that the home has been adequately staffed for the occupancy level of twenty-nine residents including seventeen requiring nursing care. In addition to care staff the Norlington employs staff to cover housekeeping, cooking, maintenance and administration. Four care staff have obtained an NVQ level 2 or 3 and 7 have qualifications obtained overseas. When the home have verified that the overseas qualifications are equivalent to an NVQ level 2 they will have achieved a minimum ratio of 50 of staff with the training. Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 17 Three staff records viewed evidenced all the relevant checks and information had been obtained prior to the member of staff commencing at the home. The manager said that staff training including the teaching methods used is under review and a revised induction and ongoing training programme is to be developed. The staff training files viewed did not evidence that all staff have received mandatory training or specialist training to meet individual needs of residents. The pre inspection questionnaire completed by the home identified that seven residents have dementia but staff have not received relevant training. Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 18 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 32, 33, 35, 36 and 38 Quality in this outcome area is poor. This judgement has been made using available evidence including a visit to this service. The registration by CSCI of a manager who is able to discharge their responsibilities fully will enable residents to live in a home that is well run with the benefit of leadership and guidance. The lack of a fully implemented formal quality assurance system limits the extent to which the home is able to demonstrate that it meets the expectations of service users and achieves its stated aims and objectives. Residents manage their own finances or have a representative acting on their behalf to ensure their financial interests are met. Appropriate staff appraisals and supervision will determine their progress and ensure that they receive the training required to meet the needs of the residents. Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 19 Systems are in place to promote and protect the safety and welfare of residents and staff. EVIDENCE: Lack of leadership in the home has resulted from the long-term absence of the registered manager. The home have now appointed Carolyn Jolliffe as the manager and an application for registration is being processed by CSCI. Carolyn Jolliffe commenced in post at the end of April 2006 and had only been in post for three weeks at the time of this inspection. A quality assurance and quality monitoring system is to be developed as part of the manager’s action plan. There should be an annual development plan based on a systematic cycle of planning-action-review, reflecting aims and outcomes for service users. Three residents handle their own financial affairs and family, friends or professional advisors assist all other residents. Pocket money is held for a number of residents and clear records are maintained. The money is kept in secure facilities. Residents confirmed that the home keep some money for them to pay for hairdressing, chiropody and anything else they may want to buy. A structured staff appraisal and supervision programme has not been taking place recently. A programme of appraisal and supervision will not only monitor performance but will also identify future training needs. There is no evidence that all staff have an individual training assessment and profile. All gas installations, central heating, electrical wiring and appliances and equipment used to meet service user needs has been checked. Policies and procedures are available relating to health and safety, Control of Substances Hazardous to Health (COSHH), infection control, manual handling and first aid are in place. Fire training, drills and fire safety checks have been completed as required. An accident book is maintained. An accident to a resident identified in their care records had been recorded in the accident book. Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 20 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 1 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 1 8 1 9 1 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 1 17 X 18 1 3 X X X X X 1 3 STAFFING Standard No Score 27 3 28 2 29 3 30 1 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 2 1 X X 1 X 3 Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 21 Are there any outstanding requirements from the last inspection? Yes STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP3 Regulation 14(1)(a) Requirement The registered person shall not provide accommodation to a service user at the care home unless, so far as it shall be practicable to do so a suitably qualified or suitably trained person has assessed the needs of the service user. The registered person shall ensure that residents care plans contain sufficient detail to provide clear guidance to staff on the actions to be taken to meet their care needs. The registered person must ensure that proper provision is made for the health care and where appropriate treatment of residents. A record of incidence of pressure sores and of treatment provided to the service user. Timescale for action 31/08/06 2. OP7 15(1) 31/08/06 3. OP8 12(1) Sch 3 31/08/06 Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 22 4. OP9 13(2) Sch 3 The registered person shall make 31/08/06 arrangements for the recording, handling, safekeeping, safe administration and disposal of medicines received into the care home: Staff must accurately record the administration of medicines at the time they are given. The medicines policy must be updated with the recommended additions and amended where necessary to reflect changes in practice. Timescale of 30th September 2005 not met. Details of any plan relating to the service user in respect of medication, nursing, specialist health care or nutrition must be maintained in the home. 5. OP12 16(m)(n) The registered person must consult residents about their social interests and provide facilities and resources to meet their needs. Timescale of 28/02/06 not met The registered person shall ensure that a record of all complaints received, details of the investigation and any action taken is maintained. The registered person must produce an adult protection procedure in line with the Dorset local multi agency guidelines ‘No Secrets’. The registered person shall ensure that suitable lighting and water at the appropriate temperature is provided in all DS0000055350.V295026.R01.S.doc 31/08/06 6 OP16 22 Sch 4 31/08/06 7 OP18 13(6) 31/08/06 8 OP25 23(p) 31/08/06 Norlington Care Home Version 5.2 Page 23 parts of the home that are used by residents. Timescale of 28/02/06 not met 9 OP30 18(c)(i) The registered person shall, 31/08/06 having regard to the size of the care home, the statement of purpose and the number and needs of service users• ensure that at all times suitably qualified, competent and experienced persons are working at the care home; • ensure that the persons employed by the registered person to work at the care home receive training appropriate to the work they are to perform including induction training. The registered person shall ensure that the home is managed by a person who is fit to be in charge and able to discharge his or her responsibilities fully. Since the inspection a manager has been registered by the Commission for Social Care Inspection. 11 OP33 24 The registered person must ensure that the home has an effective quality assurance and monitoring system. The registered person must implement supervision sessions for all care staff at two monthly intervals and maintain a record. Ancillary staff should receive the level of supervision appropriate to their duties. DS0000055350.V295026.R01.S.doc 10 OP31 9 31/08/06 30/10/06 12 OP36 18(2) 31/08/06 Norlington Care Home Version 5.2 Page 24 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 OP22 Good Practice Recommendations It is a recommendation that suitably qualified persons, including a qualified occupational therapist with specialist knowledge of the client group that the home caters for, make an assessment of the premises and facilities. It is recommended that the overseas qualifications of staff are verified as equivalent to an NVQ level 2 in care. It is recommended that there should be evidence that all staff have an individual training assessment and profile. It is recommended that the registered person communicate a clear sense of direction and leadership that the staff and residents understand. 2. 3. 4 OP28 OP30 OP32 Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Poole Office Unit 4 New Fields Business Park Stinsford Road Poole BH17 0NF National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Norlington Care Home DS0000055350.V295026.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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