Inspection on 10/10/07 for Northgate House

This inspection was carried out on 10th October 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

Northgate House 01/05/07

Northgate House 25/05/06

Northgate House 22/02/06

Northgate House 27/09/05

Northgate House 13/05/05

Northgate House 02/11/04

Northgate House 20/05/04

Similar services:

Claremont House

Oak Ridge

Sun Court Nursing Home

Ashville House

Bilney Hall

Hill Barn

Mabbs Hall Nursing Home

Henrietta House

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

CARE HOMES FOR OLDER PEOPLE Northgate House 2 Links Avenue Hellesdon Norwich Norfolk NR6 5PE Lead Inspector Mr Jerry Crehan Unannounced Inspection 10th October 2007 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 Northgate House DS0000027330.V352789.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. Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Northgate House Address 2 Links Avenue Hellesdon Norwich Norfolk NR6 5PE 01603 424900 F/P 01603 424900 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) Mr Faizal Ruhomutally Mrs Aisoobee Ruhomutally Mr Faizal Ruhomutally Care Home 22 Category(ies) of Old age, not falling within any other category registration, with number (22) of places Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: None Date of last inspection 1st May 2007 Brief Description of the Service: Northgate House is a care home providing residential care for up to 22 older people. It is situated in a residential area of Hellesdon, which is approximately three miles from the city of Norwich. There are local shops, pubs and other amenities within the immediate vicinity of the home. Northgate House is an adapted and extended family house. The home accommodates twenty-two older people in single and shared bedrooms. Accommodation is located on the ground and first floor. Eight of the single bedrooms have en-suite facilities. There are bathing facilities, including assisted bath, on both floors and communal toilets are located throughout the building. Communal areas are located on the ground floor. There is a paved garden to the front of the home and limited off road parking is available. Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. Care services are judged against outcome groups, which assess how well a provider delivers outcomes for people using the service. This report gives a brief overview of the service and current judgements for each outcome group. Before the inspection the Manager of the service completed a lengthy questionnaire about the service. Nine comment cards were received from relatives of people who use the service; seventeen comment cards were received from people who use the service and seven from staff who work at the home. These reflected almost exclusively positive views about the home, its management and the care provided by staff. The manager is commended for promoting the Commission’s survey comment cards to those living in and otherwise associated with the home. Records held by the Commission and previous inspection reports were checked. This key inspection compromised an unannounced visit to the home that took place over 5.5 hours on 10th October 2007. Opportunity was taken to tour the premises, look at care records and policies, and communicate with service users, visiting relatives, care staff and the Proprietor/Managers. The inspection report reflects regulatory activity since the last inspection and evidence from inspection of Key Standards. The range of weekly fees for the home is £347 to £550. What the service does well: • • • • Care staff have an understanding of, and sensitivity to, the needs of people who use the service. The majority of people who use the service, and their relatives/visitors say that the home provides a good service, and that staff are helpful. The home is clean and tidy, and this is something mentioned by several service users and relatives in comment cards. There are a high number of NVQ trained staff, with further staff undertaking the training. The manager is commended for promoting this training for staff. One relative made a comment which is reflective of a wider view that the home ‘provides a caring and attentive service’ and that they ‘act with professionalism’. DS0000027330.V352789.R01.S.doc Version 5.2 Page 6 • Northgate House • The managers have developed systems to ensure that the home is run openly and in the best interests of service users. What has improved since the last inspection? • There is an effective dialogue between the home, the people who use the service, and their relatives/families. This is an area of significant improvement at the home over the past year. Medication practices including recording and administration have improved with new practice safeguards in place such as regular audits. The general appearance of the home (both inside and outside) has improved since the last inspection visit in May 2007. There has been some redecoration of bedroom accommodation and some new carpeting, and a new porch at the entrance to the home. • • What they could do better: • A small lounge area for service users and visiting relatives has recently been removed as an area of communal space available to people who use the service. This has raised concerns about the adequacy of the overall communal space provided and will need to be investigated further. A recommendation has been repeated that more detailed care plans are written for the use of PRN (when required) medicines for the management of pain so that care staff are very clear when they can be used. A recommendation has been made that the results of satisfaction surveys undertaken by the manager are published and made available to current and prospective service users (and other ‘stakeholders’) and the Commission. • • 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. Northgate House DS0000027330.V352789.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 Northgate House DS0000027330.V352789.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. JUDGEMENT – we looked at outcomes for the following standard(s): 2&3 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Information about the service and its facilities is available to prospective service users and their families. A competent person before admission assesses service users needs. EVIDENCE: The home has a guide for service users that provides information about the services and facilities of the home. The guide was available in each service users room and is available on request. It has been updated recently to reflect a £3 levy applied by the home to the cost of hairdressing and chiropody undertaken at the home. The additional charge made by the home is to cover its costs during visits to the home by the hairdresser and chiropodist. The manager indicated this is primarily the cost of staff time in assisting service users. The home has an assessment pro-forma (pre-admission assessment) used by the manager when collecting information about prospective service users. The document is well designed to ascertain the level of support required by prospective service users. The manager stated that prospective people to use Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 9 the service are always visited by her, or by senior staff at the home prior to admission (unless admission happens in an emergency). One service user spoke with stated that they visited the home and looked around before deciding to move in. There was evidence of appropriately placed service users, about whom a range of information had been collected to form a picture of their individual needs. Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 10 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 & 10 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use services receive good health and personal care that is based on their individual needs. Medication practices safeguard the health and welfare of people who use the service. The principles of privacy and choice for people as individuals are put into practice. EVIDENCE: A sample of care files was looked at during the inspection visit. Each contained care plans and risk assessments that effectively communicate the individual needs of service users. There are risk protocols for service user’s individual needs. Although recording in these is still somewhat limited, the manager and staff have well-developed and understood approaches to safeguarding service user’s, whilst preserving their freedom and right to make choices. There is evidence from individual care plans, and from reviews of care carried out with community social (and health care) professionals, that service users and their relatives are involved in decision making about care. There is a good Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 11 dialogue between the home, the service users and relatives/families of service users. This is an area of significant improvement at the home over the past year. Care records provided evidence of liaison with a variety of health professionals. This included advice sought from the GP when necessary. Records were clear and care plan’s are amended to reflect health advice. Observation of, and discussion with staff throughout the visit to the home provided evidence that staff have an understanding of and sensitivity to the needs of service users. Seventeen comment cards were received from people who use the service prior to the inspection visit. Fourteen of these service users commented that they always receive the medical support they need, three indicated that this is usually the case. A service user spoken with during the visit indicated that the home has helped them a great deal since suffering a stroke, saying ‘I can do more than the hospital said I’d be able to do. They’ve got me going again’. There are suitable safe storage arrangements for medication. There were no service users responsible for their own medication at the time of the inspection visit. However, the manager stated that this is promoted at the home where possible. On review of medication no discrepancies were identified, and records were good. Staff receive training with regard to medication and are familiar with the home’s policy and procedure. There were service user-identifying photographs alongside Medication Administration Record (MAR) charts to assist in the safe administration of medicines. The administration of painkilling medicines prescribed on a PRN (as required) basis at the discretion of members of care staff was considered. For these medicines there is improved, but still insufficient care plan guidance alongside MAR charts to ensure they are administered as appropriate (See Repeated Recommendation 1). Other recommendations made at the last inspection visit have been successfully implemented at the home. When asked whether care staff ‘listen and act on what you say’ in comment cards provided prior to the inspection visit, each of the seventeen service users who responded indicated that they did. Some included comments such as ‘extra time given, ‘all satisfactory’ and ‘I’ve always found the staff here very good’. Service users spoken to stated that their right to privacy is respected at the home, and that their visitors are made welcome and can be seen in private if they wish. Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 12 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): Standards 12, 13, 14, 15 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the services have access to a good diet that is well prepared and can be taken where they wish. Social and recreational activities are improved and generally meet individual’s expectations. EVIDENCE: The manager has undertaken some research since the last inspection visit into what activities may be offered at the home and how this may be approached. She has been working with staff to provide activities and occupation tailored to service users individual preferences. Some staff were observed interacting very well with service users, whilst others are less confident of how to do this. A staff member has some time set aside from her main duties at the home to undertake activities on Mondays, Wednesdays and Fridays. One service user seen was able to spend time in the kitchen with the cook undertaking small tasks. Other activities are supported by staff (and a visiting student) on a one to one basis with service users. Six of the seventeen comment cards received from service users indicated that there are ‘always activities arranged by the home that you can take part in’, six indicated that this was usually the case, and a further five indicated that this was sometimes or never the case. Bingo featured as an example of an Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 13 activity enjoyed on several of the returned comment cards. Service users spoken with during the inspection visit gave equally mixed responses about activities on offer. One person stated that ‘there are things for me to do, but I don’t really join in much’. It is likely that communal type activities only suit the needs of some service users, while others prefer smaller scale or one to one activity. The social and leisure needs of service users were generally more comprehensively addressed than at the last inspection of the home. Staff and service users confirmed that visitors and relatives can attend the home at any time. There were visitors to the home at the time of the inspection visit. Independent advocacy service’s are in touch with those who require them. One service user said that Age Concern had visited them to assist in dealing with a financial query. The rooms seen on the day of the inspection visit are furnished and equipped to suit the service users daily lifestyle and reflect their personal choices and preferences. Service users gave good responses to the quantity and quality of meals available at the home, and said that there is choice available, for example ‘the food is good and there’s plenty of it – and I’m fussy’. Service users reflected this general view in positive responses in comment cards they completed. The lunch option at the time of the inspection visit was chicken with seasonal vegetables and potatoes, followed by apple crumble and cream for dessert. Tea and other drinks were made available to service users during the day, and there was evidence of fluids available to service users in their bedrooms. Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 14 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 & 18 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Arrangements for responding to the concerns and complaints of people who use the service are good. People who use the service are protected from abuse. EVIDENCE: The home has a detailed complaints procedure and information on how to make complaints is detailed in the service users guide available at the home. Six of the nine comment cards received from relatives/visitors to the home prior to the inspection visit indicated that they know how to make a complaint about the care provided by the home if they needed to. One comment indicated that ‘the home has responded fairly, well and quickly when concerns were raised’. Each of the comment cards received prior to the inspection from service users also indicate that they know how to make a complaint. Service users spoken with during the inspection visit confirmed this. The manager stated that she had not received any complaints since the last inspection visit in May 2007 though keeps records of complaints, all of which are responded to in writing. Information supplied by the manager as part of the pre-inspection paperwork required detailed that care staff have had guidance and training in recognising and understanding abuse. Staff confirmed that they are aware of the home’s policy and confident as to how they would raise any concerns they had immediately. Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 15 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, 20, 22 & 26 People who use the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The environment at the home has improved significantly. It is safe, well maintained and designed to support the needs of people who use the service. However, it is unclear as to whether adequate communal space is provided. EVIDENCE: The general appearance of the home has improved since the last inspection visit in May 2007. A new porch area has been built at the front of the home, which some service users evidently enjoy sitting in as it gives good views of the home’s patio area and of Links Avenue. There has been some further redecoration of bedroom accommodation and some new carpeting, which has helped to improve the overall standard of the environment. The manager states that she has plans for further improvement to the environment over the next 12 months. This includes new carpeting in communal areas and in some bedrooms, some new furniture in bedrooms and to continue to brighten some of the ‘dark spots’ of the home. Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 16 The grounds and gardens are well kept, with service users using the new porch area on the sunny day of the inspection visit. A small lounge area for service users and visiting relatives has recently been converted into a bedroom, thereby reducing the overall communal space for service users. This area was created partly as a consequence of communal space elsewhere in the home being converted into bedroom accommodation and raises concerns about the adequacy of the overall communal space provided. The manager should undertake to measure the overall communal space available (which should be no less than 4.1 sq metres for each service user) to service users at the home and provide this information to the Commission (See Requirement 1). The manager stated that the home has no hoisting or stand aid equipment, and that these are obtained subject to an individual occupational therapy assessment. The manager says that she refers through the service users G.P for these assessments. Lockable storage facilities for service users money or valuables are provided for service users, and every service users bedroom accommodation is lockable. The home is clean and tidy, and this is something mentioned by several service users and relatives in comment cards. Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 17 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 & 30 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff in the home have been trained and are in sufficient numbers to support the needs of people who use the service. EVIDENCE: There were 21 service users accommodated at the home at the time of the visit. There is a total care staff complement of 10 carers in addition to the two proprietor/managers who undertake care tasks themselves. At the time of the inspection visit there were satisfactory staffing levels with two care staff on duty during the morning and two during the afternoon, in addition to the proprietor/managers, and kitchen and domestic staff. The home provides two ‘night waking’ care staff. All of the seventeen service users who responded in the recent survey said staff listen and act on what they say. One service user said ‘I’ve always found the staff here very good, and I’ve got no complaints’. Each of the nine relatives who responded in the recent Commission survey said that the care home always or usually gives the support and care to the service user that they expect and agreed. One relative commented that the home ‘provides a caring and attentive service’ and that they ‘act with professionalism’. Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 18 From information provided by the manager there are 60 of care staff working at the home with NVQ 2 or equivalent (six out of ten carers), and a further three staff currently undertaking the training. This is a high ratio of trained staff, and the manager is commended for promoting NVQ training for staff. Sample staff files and discussion with carers provided evidence that service users are protected by good recruitment practices. Staff training records provided evidence of a range of mandatory such as health and safety, fire and moving and handling training with refresher courses where necessary; this was supported in discussion with care staff. Training for some staff also includes dementia care awareness. Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 19 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 & 38 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The management and administration of the home promotes the health and care of people who use the service. Service user well-being has improved because the manager shows she is committed to providing good quality care. EVIDENCE: The proprietor/managers have nursing backgrounds. The registered manager has achieved the ‘Registered Managers Award’. Staff comment cards and staff spoken with indicated that they felt they could approach either of the managers with a problem or difficulty if necessary. This was also reflected in good comments from relatives and service users. One comment card from a relative/visitor to the home stated ‘I am very impressed with the administration and management which gives mutual respect and good customer service’. Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 20 The managers have developed systems to ensure that the home is run in the best interests of service users. Evidence of this was seen at the time of the inspection, including ‘residents satisfaction survey’ questionnaires that are sent to service users and relatives. There was also evidence of the manager acting on feedback from questionnaires. Questionnaires have been extended to include the views of others (‘stakeholders’) associated with the home. The results of surveys have yet to be published and made available to current and prospective service users and the Commission (See Recommendation 2). The home does not look after money or valuables on behalf of service users, and makes this clear in its literature. The home demonstrates good practices ensuring service users health, safety and welfare. There is relevant health and safety training for staff, including moving and handling, first aid and fire training support practices. Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 21 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 3 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 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 2 X 3 X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 2 X 3 X X 3 Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 22 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. 1. Standard OP20 Regulation 23(2)(e & g) Requirement The manager must ensure that the premises overall communal space is measured and reported to the Commission. This is to ensure that people who use the service have access to adequate communal space. Timescale for action 30/11/07 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 OP9 Good Practice Recommendations It is recommended that detailed care plans are written for the use of PRN medicines of an analgesic nature for the management of pain. This Recommendation is Repeated. It is recommended that the results of satisfaction surveys undertaken by the manager are published and made available to current and prospective service users and the Commission. 2. OP33 Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection Norfolk Area Office 3rd Floor Cavell House St. Crispins Road Norwich NR3 1YF National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Northgate House DS0000027330.V352789.R01.S.doc Version 5.2 Page 24 - 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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