Inspection on 19/06/07 for Northwood

This inspection was carried out on 19th June 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

Northwood 12/09/06

Northwood 19/09/05

Northwood 03/05/05

Northwood 24/06/04

Similar services:

Birchwood

The Infirmary

Orchard House Nursing Home

St Josephs Rest Home

Red Court Nursing Home

Spinney (The)

Queen Elizabeth House

Henry Nihill House

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

CARE HOMES FOR OLDER PEOPLE Northwood 24 Gloucester Road New Barnet Hertfordshire EN5 1RZ Lead Inspector Daniel Lim Key Unannounced Inspection 19th June 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 Northwood DS0000010507.V336587.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. Northwood DS0000010507.V336587.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Northwood Address 24 Gloucester Road New Barnet Hertfordshire EN5 1RZ 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) 020 8440 5853 F/P 020 8440 5853 Peter Michael Trainor Mrs Catherine Trainor Mrs Catherine Trainor Care Home 17 Category(ies) of Old age, not falling within any other category registration, with number (17) of places Northwood DS0000010507.V336587.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. One specified service user who has dementia may remain accommodated in the home. The home must advise the regulating authority at such times as the specified service user vacates the home. 12th September 2006 Date of last inspection Brief Description of the Service: Northwood care home is registered to provide accommodation and personal care for a maximum of seventeen older people. The registered providers are Mr Peter Trainor and Mrs Catherine Trainor. Mrs Trainor is also the registered manager. The home is a two storey detached house. The office, laundry, kitchen, conservatory and lounge are located on the ground floor. Bedrooms are located on both floors There is one double bedroom on the ground floor, which is shared by two residents. All others are single bedrooms. There is a stair lift between the ground and first floors. There is a large garden at the back of the house. The front of the house has a small parking area. The home is located in a residential area of New Barnet and within a short walk of New Barnet train station, High Barnet underground station, local shops and bus services. The fees charged by the home range from £417- £550 per person week. The provider must make information about the service available (including reports) to service users and other stakeholders. Northwood DS0000010507.V336587.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection was carried out on 19 June 2007 and took a total of six hours to complete. A second visit was made to the home on 21 June 2007 to view documents not available on the first day and interview a member of staff. The inspector found that the overall quality of care provided was good. During this inspection, the inspector was assisted by Mrs Catherine Trainor, the manager of the home. The inspector was able to interview four residents and a relative. The feedback received from them indicated that the care provided was satisfactory The district nurse who was visiting the home was also interviewed. Her feedback was positive. Statutory records were examined. These included three residents’ case records, the maintenance records, accident records, complaints’ record and fire records of the home. The premises including residents’ bedrooms, communal bathrooms, laundry, kitchen, gardens and communal areas were inspected. Three staff on duty were interviewed on a range of topics associated with their work. Staff records, including supervision records, evidence of CRB disclosures, references and training records were examined. In addition, the minutes of residents’ and staff meetings were examined. What the service does well: The feedback received from residents and one relative interviewed was positive and complimentary. They stated that they had been treated with respect and dignity by staff. The arrangements for the provision of meals was satisfactory and residents were happy with the meals provided. Northwood DS0000010507.V336587.R01.S.doc Version 5.2 Page 6 The premises were homely, clean and well decorated. Bedrooms felt cosy. The garden was attractive and well maintained. The manager and staff interviewed were knowledgeable regarding the needs of residents. There was regular interaction between staff and residents. Staff worked as a team and the staff team was stable, with no staff change since the last inspection. The home had a comprehensive training programme for staff. The manager and her staff co-operated fully with the inspector and the required pre-inspection information been provided promptly. What has improved since the last inspection? Improvements had been made in the area of Health & Safety. Safety inspections had been carried out by qualified professionals on the portable electrical appliances and the stairlift. Requirements made by the LFEPA in their report (dated 20 July 2006) had been complied with. Improvements had been made in the staffing arrangements. The registered person had made arrangements to ensure that 50 of care staff have the required NVQ L2 qualifications. Care staff had received training in the management of residents with dementia. Improvements had been made in care planning. Residents or their representatives had been involved in the drawing up of their care plans. Improvements had been made to ensure effective quality monitoring / assurance system. The account details for the home (as certified by an accountant) had been made available for inspection following the last inspection. Northwood DS0000010507.V336587.R01.S.doc Version 5.2 Page 7 The registered person had enrolled on a course which leads to the RMA (Registered Manager’s Award) award. . 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. The summary of this inspection report can be made available in other formats on request. Northwood DS0000010507.V336587.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 Northwood DS0000010507.V336587.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): 3, 6 The quality in this outcome area is adequate. This judgement has been made from evidence gathered both during and before the visit to this service. Evidence suggest that people moving to the home can be assured that they will be assessed to ensure that their needs can be met. These are generally undertaken satisfactorily. However, further improvements are required in specific areas related to pre-admission assessments to ensure that the required standard regarding these assessments is fully met. EVIDENCE: The four residents and one relative interviewed informed the inspector that they were well cared for and their care needs had been attended to. Northwood DS0000010507.V336587.R01.S.doc Version 5.2 Page 10 Comments made by residents and the relative included, “I am very happy with the care provided”, “well cared for” and “happy with care provided here”. Residents in the home were noted to be clean and appropriately dressed. A sample of four residents’ case records which was examined contained assessments. These assessments were not sufficiently comprehensive as they did not include information on cultural background and spiritual beliefs of people who may be admitted into the home (as required in Standard 3, NMS). Standard 3 requires that comprehensive assessments are carried out prior to a service user being admitted into the home. This is to ensure that important information regarding the care needs of people who may be admitted into the home are obtained and appropriate care can be provided. These assessments must include the cultural background and religious beliefs (in addition to assessments regarding the physical health, mental health, potential risks, social needs and financial situation). This deficiency was brought to the attention of the manager who agreed that the required information would be obtained for future admissions. The manager stated that the home does not provide intermediate care. Northwood DS0000010507.V336587.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, 10 The quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. Satisfactory arrangements for personal and specialist healthcare, nursing and dietary requirements were in place. Personal support provided was responsive to the individual needs and preferences of people who use the service. The service was sensitive to the changing needs of residents. This ensures that the healthcare and personal needs of residents are met. Residents and a relative interviewed were happy with the care provided. EVIDENCE: Residents and a relative interviewed, indicated that the healthcare and personal needs of residents had been met. Comments made by residents Northwood DS0000010507.V336587.R01.S.doc Version 5.2 Page 12 included, “I get my medication from staff”, “I am well cared for by staff” and “I can see the doctor if I want to”. The relative interviewed was fully satisfied with the care provided and stated that the resident concerned had been seen by the home’s GP. The sample of case records examined was up to date and plans of care examined, were comprehensive and appropriate. There was evidence that the care needs of residents had been responded to. These plans of care had been reviewed monthly. There was evidence in the records to indicate that residents have access to healthcare. A record of medical and healthcare visits / appointments had been kept. This included chiropody, dental and optician’s appointments. The visiting community nurse was interviewed. The feedback received from her indicated that she was satisfied with the arrangements for meeting the nursing needs of residents. She indicated that the home had maintained a close liaison with her and her instructions regarding specific care to residents had been followed. The case records of a resident with a weight problem were examined. A nutrition care plan and the relevant diet monitoring charts had been provided to ensure that her progress is closely monitored. The arrangements for the administration of medication were noted to be satisfactory. The home had the required policies and procedures and staff had been trained in the administration of medication. A record of daily fridge and medication room temperatures had been kept. These were satisfactory. Medication administration charts (MAR) were appropriately filled in. Residents were clean and appropriately dressed. Those interviewed indicated that staff had treated them with respect and dignity. Northwood DS0000010507.V336587.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, 15 The quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. The daily life, meal arrangements and routines of residents were on the whole, well organised. The service had a strong commitment to enabling residents to remain as independent as possible and engage in meaningful activities. Personal and family relationships were being maintained. This ensures that the personal, cultural and social preferences of residents are met. EVIDENCE: The home had a varied programme of weekly social and therapeutic activities. The programme which was on display in the lounge, included music sessions, exercise sessions, outings to the park, garden centres, ball games, bingo and art and crafts sessions. The manager stated that once a year, at Christmas residents had attended a party at a local school. Northwood DS0000010507.V336587.R01.S.doc Version 5.2 Page 14 Residents interviewed were of the opinion that the activities were appropriate and they were happy to join in. The kitchen was clean and well equipped. A record of fridge and freezer temperatures had been kept. These were satisfactory. Residents interviewed indicated that they were satisfied with the meals provided. The chef was knowledgeable regarding special meals to be provided. These included meals for residents with diabetes and swallowing difficulties. The menu which was examined, appeared varied and balanced. The issue of ethnic dietary preferences of residents was discussed. The inspector was informed that there were no residents from ethnic minorities in the home. The inspector was present when the meals were served. The food was presented attractively. Residents were noted to be complimentary regarding the lunch provided. Food hygiene training had been provided for staff and documented evidence was available in the staff files. Two relatives were present during this inspection. One of them who was able to speak to the inspector stated that she was always welcomed by friendly and caring staff. This was also confirmed by residents interviewed. Northwood DS0000010507.V336587.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, 18 The quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. The arrangements for responding to complaints and for adult protection were satisfactory. The home has an open culture that allows residents to express their views and concerns in a safe and understanding environment. This ensures that residents are well treated and protected from abuse. Residents and others involved with the service say they are happy with the service provision. EVIDENCE: The home had the required complaints policy and procedure. No complaints had been documented in the complaints book since the last inspection. The manager explained that none had been received. The four residents who were interviewed indicated that they had been well treated by staff who are polite and respectful. There was documented evidence in the staff records to indicate that staff had been provided with adult protection training. Northwood DS0000010507.V336587.R01.S.doc Version 5.2 Page 16 The issue of equalities and diversity was discussed with the manager and her staff. Staff indicated that they had been instructed to treat all residents sensitively and with respect regardless of disability, gender, race, religion or sexual orientation. The home had a written policy on Equalities and Diversity which stated that it was the aim of the home to treat all residents with respect and dignity. This was seen by the inspector. The manager and her staff who were interviewed were aware of the procedure to be followed when responding to allegations of abuse. No adult protection issues had been brought to the attention of CSCI since the last inspection of the home a year ago. A record of compliments received by the home had been kept. These indicated that relatives were very satisfied with the care provided. Northwood DS0000010507.V336587.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, 20, 21, 22, 23, 24, 25, 26 The quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. The home provides a well-maintained, safe, comfortable, attractive home which has specialist equipment and adaptations needed to meet the individual resident’s needs. It is clean, tidy and feels homely. Residents stated that they were pleased with their accommodation. EVIDENCE: The four residents and one relative interviewed stated that they were happy with the accommodation provided. Northwood DS0000010507.V336587.R01.S.doc Version 5.2 Page 18 The premises were inspected and found to be well maintained, clean and cheerfully furnished. No offensive odours were detected. Bedrooms inspected had been personalised by residents with their own pictures and ornaments. These appeared cosy. All bedrooms have sinks and were well furnished. The laundry was well equipped and the arrangements for the laundering of soiled linen were found to be satisfactory. The gardens were attractive, colourful and seating had been provided. The home has a conservatory. This attractive feature provided additional space for residents and their relatives. The home had an assisted bath for the use of residents with mobility problems. A chair lift is available provided for those who have difficulty climbing the stairs. Wheelchairs were also available. Northwood DS0000010507.V336587.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, 30 The quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. The staffing arrangements were satisfactory. People who use the service and their representatives have confidence in the staff who care for them. Rotas indicated that the staffing levels were satisfactory. The service had ensured that all staff receives relevant training that is focussed on improving outcomes for residents. Staff were knowledgeable regarding their responsibilities and what they were meant to do. This ensures that residents are well cared for. The service has a good recruitment procedure that is followed in practice. EVIDENCE: Three staff who were on duty were interviewed on a range of topics associated with their work (such as fire safety, adult protection, care of residents with diabetes, health & safety, equality & diversity, staffing arrangements and team work). They were able to provide appropriate answers and demonstrated a good understanding of the issues. Northwood DS0000010507.V336587.R01.S.doc Version 5.2 Page 20 Staff stated that they had been instructed to treat all residents with respect and dignity regardless of their race, religion or sexual orientation. One staff stated that she would care for residents as if they were like members of her own family. Residents who were interviewed indicated that staff were always respectful, caring and polite. This was also the view of a relative who was present. The inspector noted that staff were friendly and helpful during this inspection and visitors were welcomed and offered a cup of tea or other drinks. The duty rota was examined. Staffing levels were as follows: Am- 2 care staff Pm-2 care staff Night- 2 care staff (one on sleeping duty) The manager was supernumerary. Ancillary staff working at the home were : two kitchen staff, two cleaners, one maintenance person. Staff stated that the staffing levels were adequate and they were able to perform their duties. No concerns regarding staffing levels were expressed by those interviewed. The training records examined, indicated that staff had been provided with the required training (such as health & safety, first aid, moving and handling, care of residents with dementia , fire training, administration of medication, food hygiene and adult protection). The inspector was provided with evidence that only one staff had been provided with infection control training. In view of this, a requirement is made for all staff to be provided with training in infection control. No new staff had been recruited into the home and none had left since the last inspection of the home. The recruitment records examined during this inspection and previously indicated that the required recruitment procedures (including obtaining of satisfactory CRB disclosures, evidence of identity and two references) had been followed. Northwood DS0000010507.V336587.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, 38 The quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. The manager has a clear understanding of the key principles and focus of the service. She works continuously to improve services and provide an increased quality of life for residents. The home was run in the best interest of residents and satisfactory arrangements were in place to ensure the safety and welfare of residents in the home. EVIDENCE: Northwood DS0000010507.V336587.R01.S.doc Version 5.2 Page 22 The registered manager was knowledgeable regarding her responsibilities and the needs of residents. She did not have the RMA (Registered manager’s award). However, she provided documented evidence that she had enrolled on a course which leads to the award. There was evidence that staff and residents meetings had been held and issues regarding the running of the home had been discussed with those present. The minutes of these meetings were available for inspection. Residents and staff interviewed were able to confirm that they had been consulted and the manager was responsive and sensitive towards them. Effort had been made to ensure the health & safety of those in the home. The manager was knowledgeable regarding fire safety and the necessary fire safety arrangements were in place. The weekly fire alarm tests had been carried out and documented evidence was provided. Fire drills and fire training had been organised and documented. One of the drills had been carried out after dark. The fire risk assessment had been updated. Fire exits were kept clear. Staff interviewed were aware of the procedure to follow in the event of a fire. Safety inspections had been carried out on the portable appliances, gas installations and the stannah lift. The five year electrical installations safety inspection had been carried out and the certificate was seen. Significant incidents had been promptly reported to CSCI via Regulation 37 report forms. The home had a current certificate of insurance. No residents’ financial records were examined. The manager stated that the home did not keep any money on behalf of residents. The home had an effective quality assurance and monitoring system. A recent consumer survey report of the services provided by the home was available for examination. This was positive and the satisfaction level was high. The manager reassured the inspector that she is keen to improve the quality of care provided. The home had a plan for improving services in the coming year. Northwood DS0000010507.V336587.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 x X 2 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 3 3 3 3 3 3 3 STAFFING Standard No Score 27 3 28 3 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X N/a X X 3 Northwood DS0000010507.V336587.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. 1 OP3 13(1) 14(1) 15(1) The registered person must ensure that comprehensive preadmission assessments are carried out before a prospective resident is admitted into the home. This must be in accordance with Standard 3 of the National Minimum Standards for older people and include information on the physical, mental, social, financial, cultural and spiritual needs of the prospective resident). 2 OP30 18(1)(c) The registered person must ensure that all staff receive training in infection control. 13/09/07 Standard Regulation Requirement Timescale for action 01/08/07 Northwood DS0000010507.V336587.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. Refer to Standard Good Practice Recommendations Northwood DS0000010507.V336587.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Southgate Area Office Solar House, 1st Floor 282 Chase Road Southgate London N14 6HA 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 Northwood DS0000010507.V336587.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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