Inspection on 13/12/06 for Oaklands Rest Home

This inspection was carried out on 13th December 2006.

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

Oaklands Rest Home 04/10/07

Oaklands Rest Home 06/12/05

Oaklands Rest Home 04/08/05

Oaklands Rest Home 16/11/04

Oaklands Rest Home 01/07/04

Oaklands Rest Home 29/04/04

Oaklands Rest Home 09/03/04

Similar services:

St Vincents

The Cotswold Home

Newbeech House

Winton House

Rush Court

Hillyfield Rest Home

The Maypole Nursing Centre

The Briars

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

CARE HOMES FOR OLDER PEOPLE Oaklands Rest Home 216 Stakes Hill Road Waterlooville Portsmouth Hampshire PO7 5UJ Lead Inspector Anita Tengnah Unannounced Inspection 13th December 2006 10:00 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 Oaklands Rest Home DS0000011786.V316298.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. Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Oaklands Rest Home Address 216 Stakes Hill Road Waterlooville Portsmouth Hampshire PO7 5UJ 023 9226 6343 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) marilyn_803@hotmail.com Mr Timothy Maloney Marilyn Collins Care Home 25 Category(ies) of Dementia - over 65 years of age (14), Mental registration, with number Disorder, excluding learning disability or of places dementia - over 65 years of age (9), Old age, not falling within any other category (25) Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 06/12/05 Brief Description of the Service: Oaklands Care Home provides a residential personal care to older people, older people with mental health problems and older people with physical disabilities. It is situated at the southern end of Waterlooville and is close to local shops and the main bus route. The residents are accommodated in seventeen single bedrooms and four shared rooms. Six of the single rooms have en-suite facilities. The home has three lounges and a dining room all of which are accessible to the residents. There is a large sheltered courtyard, which has potted plants and shrubs providing a pleasant sitting area and also a garden area to the rear of the property. The current fee charged is £350-600. Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. An unannounced visit was undertaken on the 13th of December 2006. The process included a tour of the service where a number of the bedrooms, communal areas, kitchen, and bathrooms were viewed. As part of case tracking 5 staff and 8 service users views were sought and care records were looked at. Information gained from the pre inspection questionnaire was also used and included in this report, as was information gathered by the commission since the last inspection to contribute in assessing judgements in this report. The commission did not receive comment cards from the service users and their relatives. However relatives and visitors spoken with indicated that the home provides a reliable service. Care practices observed at the time of the visit showed that the staff and the service users had developed good relationships and care was provided in a respectful manner. Positive comments were received from the service users spoken with about the care that they are receiving at the home. What the service does well: Accommodation is provided a safe, clean and homely environment for the service users and meet with their satisfaction. The service has staff that are skilled and knowledgeable about the care needs of older people. The meals are well managed offering the service users variety and choices. The service has a manager who has an open approach to management and staff are supported in their work. There is a good procedure for dealing with the service users’ personal allowances as managed by the home that ensures that they are protected from abuse. The service users are supported to access health care services to meet their assessed needs. Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? 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. Oaklands Rest Home DS0000011786.V316298.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 Oaklands Rest Home DS0000011786.V316298.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): Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. 3,6 The pre assessment process is good and ensures that service users’ needs are assessed and the home can meet them. The home has a good process in place in sharing information about the service. EVIDENCE: The care records of 3 service users admitted since the last visit were seen as part of case tracking. The process included visiting the service users in hospital or in their own home prior to admission and an assessment of their needs is carried out. Care records seen indicated that these were detailed and included a pen picture/ family history. Care management assessments are sought as part of the assessments that staff stated is used as part of the care planning. Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 9 The service users’ relatives are encouraged to participate in the assessment to ensure that all information is valid. The records seen showed that the service users are provided with a contract and terms and condition of residency on admission. A relative spoken with confirmed that she was aware of this and that they had adequate information in order to make a choice. The manager reported that the service users are offered visits to the home. However not many visits take place due to their frailty, but the family do instead. The manager confirmed that the service does not provide intermediate care. Oaklands Rest Home DS0000011786.V316298.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): Quality in this outcome area is adequate This judgement has been made using available evidence including a visit to this service. 7,8,9,10 The care plans are detailed and staff have clear information about the support that the service users required. Records of care given were inadequate and can be to the detriment of the service users. The healthcare access for the service users is well managed. The medication management is adequate but a review of the medication ordering process and appropriate records should be in place. The service users are treated with respect and their dignity maintained. EVIDENCE: The care plans of five service users were examined as part of this visit to look at how the home plans to meet the needs of the service users. The care plans Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 11 seen were detailed and contained adequate information. The assessments were good and included records of past medical history, manual handling assessment, risk assessments, dietary needs and psychological profiles. Records included the type of pressure relieving mattresses and cushions to prevent/ manage people with pressure ulcers. The home has a service user who has been assessed as requiring nursing. The manger reported that the home was able to meet his needs with the support of the GP and district nurses. The care plan for this service user indicated that there were detailed plans in place that included wound dressing by the district nurses. Records of regular visits from the district nurses were maintained and care plans were reviewed to reflect any changes in the needs of the service users. Staff discussed that they had good relationships with the local trust and felt supported in caring for the service users. Further development in recording of the care given and activities of daily living was discussed such as the type of support given with personal care on a daily basis. The manager reported that this would be rectified. The home has a medication policy and the medication administration process was observed at lunchtime. The Medication Administration Record (MAR) sheet was completed appropriately. Staff stated that they had completed training in medication and found this useful in their practices. There were no service users who were administering their own medication at the time of the visit. Staff were aware that service users could administer their own medication following assessment to ensure their safety. All medication was stored securely, there was no service user receiving controlled drug at the time. The home was using the Measured Dosage System (MDS) and medication was ordered on a monthly basis. Staff reported that they did not retain a copy of the medication ordered and did not see the prescription as these were sent directly to the pharmacist from the surgery. This was discussed with the manager and will be rectified. The inspector left a copy of the Royal Pharmaceutical Guidance. Six service users and a relative spoken with were all very complimentary of the care provided by the home. They stated that staff were very helpful and were treated with respect. Staff were observed to knock prior to entering the service users’ rooms. A service user commented that ”the staff are always very kind” and “ I have everything I need”. Another service user said that “this is a good home and I like living here”. They also said that the staff are always respectful and kind and their privacy and dignity are respected when receiving care. Comments received and observation on the day showed that the staff had developed good relationships with the service users and treated them with respect. Oaklands Rest Home DS0000011786.V316298.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): Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. 12,13,14,15. The activity programme is varied and meets with the service users’ satisfaction. Service users say that their autonomy and choices are respected. The home’s open visiting policy encourages and supports the service users in maintaining contact with their family and friends. The home provides the service users with varied meals and choices are available EVIDENCE: The home has a varied activity programme that included memory cards games, bingo. The inspector observed a sing along and dancing organised by carers that was interactive and the service users appeared to enjoy. A service user commented “ we like our songs and dance” and this makes us happy. Another service user Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 13 came into the room and joined in the activity. One service user said that she preferred to spend time in her room and joined the others for lunch and staff respected her wishes. A relative reported that the staff tried their best in getting people involved. The home encourages links with the community. The local school pupils attended the home and undertook activities with the service users. The vicar visited monthly and the nuns visited weekly and held holy communion for the service users. The manager reported that external entertainers are also booked at regular intervals. The local church held a “bright hour” session of religious songs. A Christmas party for the service users has been organised and the manager said that information about forthcoming activities are made available to relatives. The home has an open visiting policy and this was evidenced by the entries in the visitor’s book that the home maintains. A relative said that she visited a couple of times a week and she took her mother out on Sundays. Service users are able to entertain their visitors in their rooms or in different areas in the home. The home has a planned menu in place that the manager reported is rotated on a four weekly basis. The service users were observed taking their meals at lunchtime in the well-organised dining room. Meals appeared well presented, appetising and choices were available. Service users said that the meals were good. Five of the service users and a relative spoken with said that the meals were “excellent, very good and plentiful “and that a choice was available. Staff were observed to offer support with meals in a sensitive manner and meals were not rushed. The meals included diabetic diets and pureed food as required. Oaklands Rest Home DS0000011786.V316298.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): Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. 16,18 The complaint management is adequate and the service users are confident that their complaints would be listened to, but outcome of complaints were not recorded. Staff have clear understanding of adult protection and ongoing training ensures that the service users are protected. EVIDENCE: The home has a complaint procedure in place and service users spoken with said that they would tell the staff if they had any “worries”. A relative spoken with stated that she would approach the manager if she had any concerns and that these would be dealt with. A copy of the complaint procedure was displayed in the home. The manager maintained a log of complaints received. The log did not contain all the details of investigations and outcomes. This was discussed with the manager and she stated that this would be rectified. Feedback received from service users indicated that they were happy with the care they are receiving. Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 15 The home has Hampshire County Council’s procedures to be followed should abuse be suspected. There is an ongoing training programme for staff in abuse awareness and staff spoken with had clear understanding about reporting any allegations of abuse. Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 16 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): Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. 19,26 The home provides the service users with a comfortable and homely environment that meets their needs. The infection control procedures and practices observed are adequate. The management of personal toiletries need to be addressed. EVIDENCE: The service users are accommodated in a warm, clean environment and their bedrooms are personalised. Accommodation is provided on two floors with a passenger lift and stairs giving residents access to all areas of the home. There is an ongoing programme of repair and redecoration. The fire doors were being updated in some parts of the building as part of the continuous renovation of the service. The service users are provided with adequate bathing facilities and toilets that are closed to the communal areas. Two shower rooms and ground Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 17 floor bathroom had been refurbished. The service users are accommodated in seventeen single rooms and four shared rooms. Screens are provided in the shared rooms to allow the residents privacy when required. The bedrooms seen were very personalised with photographs, pictures and ornaments. A service user commented that she liked her room and all her personal belongings around her. It was observed that one of the communal bathrooms on the ground floor bathroom did not have a lock fitted. This was brought to the attention of the manager and she confirmed that this would be rectified the next day. There was no adverse odour when the inspector toured the building. The home has a laundry and staff reported that all the service users laundry is undertaken internally. The laundry room was fitted with large washing machines with sluicing programme and driers. Hand washing facilities were available and the laundry room was in a good state of repair and clean. Information on infection control was available to staff. Practice observed on the day of the visit indicated that staff were aware of this and used protective equipment as needed. There were a number of toiletries, razors seen in communal bathrooms, there is a risk of these being used as communal and could pose an infection control risk. The manager stated that she would be rectifying this problem and ensuring that staff are made aware of this. Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 18 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): Quality in this outcome area is adequate This judgement has been made using available evidence including a visit to this service. 27,28,29,30 The staffing numbers are adequate to meet the present needs of the service users. The home has system in place to ensure that staff have the skills to deliver care safely. The recruitment process is poor and does not fully protect the welfare of the service users. There is a good training programme in place to ensure that staff are supported in their work. EVIDENCE: The home has a registered manager and a deputy manager and senior carers and carers. The home has a roster for carers and a separate roster for the kitchen and domestic staff. Records of duty roster indicated that there are 4 staff on the early shift, and three on the afternoon shift excluding the manager. Night duty has two carers and there is always one carer with NVQ 2 on night duty. Service users spoken with confirmed that staff were available Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 19 when they needed assistance and “did not have to wait long”. The 5 staff spoken to stated that they felt supported and that there was a good team and they covered staff sickness/ holidays as required. It was evident from interaction observed that the staff had developed good relationships with the service users. The home has an ongoing training programme in place including an in house induction to ensure that the staff have regular updates to deliver care safely. The home has 5 staff that have completed the NVQ level 3, 3 at level 2. Information received indicated that 2 staff were undertaking the NVQ 3, 1 NVQ level 2 and 1 NVQ Level 4. A sample of three staff records was seen as part of the visit. The staff case tracked were those that have been employed since the last inspection. Records showed that two of these staff had completed an application form and one did not. Two staff had references including one from the last employer and one staff did not. This was brought to the attention of the manager and she confirmed that this needed to be addressed. Staff spoken with confirmed that they had an induction to the service. All staff had criminal record bureau checks (CRB) undertaken. There was evidence for two staff members that POVA first checks had been completed, but not for one staff in the records seen. The registered person must ensure that evidence of POVA first checks is maintained as some staff were employed prior to CRB clearance, to ensure the safety of the service users. The deputy manager has developed a training matrix that recorded all mandatory training. A requirement was made following the last inspection for records of staff fire drill to be maintained. This requirement has been met. Records of recent training included care and administration of medicine, fire safety, moving and handling, dementia care, nutrition and health and safety. Staff spoken with stated that they had gained a better understanding about caring for people with dementia and would be using this for the service users profile/ pen pictures. Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 20 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): Quality in this outcome area is adequate This judgement has been made using available evidence including a visit to this service. 31,33,35,38 The home has a registered manager who was responsible for the day- to- day management. There is a good process in place to ensure that the service users financial interests are safeguarded. The ongoing servicing and equipment checks ensure that the service users welfare is protected. The maintenance of substances that are hazardous to health was inadequate and pose risk to the safety of the service users. EVIDENCE: Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 21 The registered manager is a trained nurse and has completed her NVQ 4 and the registered manager’s award (RMA). She undertook regular training in order to update/ maintain her skills. She demonstrated clear lines of accountability within the home and had the support of the provider. Comments received from the staff and the service users indicated that they felt well supported and they would approach her with any concerns. One service user comment about the manager included,” she is very good” and “ they are our friends ” when asked about the staff. The manager confirmed that the home did not deal with the service users’ money, as the families were responsible for these. A sample of the personal allowance as managed by the service was looked at. There is a robust procedure in place to ensure that the service users’ financial affairs are safeguarded. Two staff signed any transaction undertaken on behalf of the service users. Records of all transactions including receipts were maintained and a random check of balance as recorded showed that these were accurate. A random sample of the home’s policies and procedures seen indicated that these are updated at regular intervals to ensure that they reflect current practices. Staff stated that they could access these policies that are kept in the manager’s office. The manager stated that the home was planning an audit of the service users/ relatives/ and health care professional views to commence in December 06. There is an ongoing programme for the servicing of equipment at regular intervals to ensure the safety of the service users. Records showed that the environmental health officer had visited in March 06 and recommendation regarding ultra violet light in the kitchen had been completed. Emergency lighting were last checked in September 06 and the fire officer last visited in September06. There is a fire risk assessment in place that was updated in September 06. During a tour of the premises it was noted that a bottle of substance classed as hazardous to health was unlocked in the sluice that could be accessed by service users. This was brought to the attention of the manager and removed immediately. This can pose risk to some of the service users due to their mental frailty. Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 22 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 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 2 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 2 17 X 18 3 3 X X X X X X 2 STAFFING Standard No Score 27 3 28 3 29 1 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 2 Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 23 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 OP9 Regulation 13(2) Requirement The registered person must ensure that procedures are in place for the correct handling of medication and staff adhere to these. The registered person must ensure that records of action taken in respect of all complaints are maintained. The registered persons must ensure that all checks are undertaken for staff and including references prior to employment and CRB/POVA first checks. Timescale for action 31/01/07 2 OP16 17(2) Schedule 4 19(1) (a) (b) (c) 31/01/07 3 OP29 31/01/07 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW 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 Oaklands Rest Home DS0000011786.V316298.R01.S.doc Version 5.2 Page 25 - 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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