CARE HOMES FOR OLDER PEOPLE
Pink Panther Care Home 443 Holderness Road Hull East Yorkshire HU8 8JP Lead Inspector
Sarah Urding Unannounced Inspection 30th August 2006 08:30 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 Pink Panther Care Home DS0000067248.V310543.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. Pink Panther Care Home DS0000067248.V310543.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION
Name of service Pink Panther Care Home Address 443 Holderness Road Hull East Yorkshire HU8 8JP 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) 01262 400611 01262 677222 S & M Care Homes Limited Valerie Ann Neal Care Home 21 Category(ies) of Dementia - over 65 years of age (21), Old age, registration, with number not falling within any other category (21) of places Pink Panther Care Home DS0000067248.V310543.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION
Conditions of registration: None Date of last inspection 02/02/06 Brief Description of the Service: Pink Panther Resource Centre is located on the East side of Kingston upon Hull. It is on the main road, which gives access to public transport for all parts of the city and outlying areas. The home provides care for 21 older people. There are bedrooms on the ground floor, first and second floor with a passenger lift for the less mobile. The home has three lounges and a dining room all located on the ground floor. There are five double bedrooms; one is en-suite and 11 single rooms, four, which are en-suite. To the rear of the premises is a car parking area and sitting area for service users and a garden to the front of the home. The current scale of charges are £287-50-£368-50 per week. Additional charges include chiropody and hairdressing. Pink Panther Care Home DS0000067248.V310543.R01.S.doc Version 5.2 Page 5 SUMMARY
This is an overview of what the inspector found during the inspection. This was a key inspection and the visit to the home was unannounced, taking place over a period of six and a half hours. The requirements made at the last visit to the home, which included the need for controlled drugs to be stored appropriately, a bedroom carpet to be cleaned and referral records to be fully completed have been met by the home. Questionnaires were sent out prior to the site visit to a range of people who have an experience of the service. The inspector received comments back from one GP, one district nurse, two care managers, six service users and eight members of staff. This information as well as information received from the manager provides a focus for inspection and will be reflected in this report. On arrival at the home the building was looked around and a number of records and policies were inspected. The manager and three members of staff were spoken to. Eighteen service users and a visitor to the home were also spoken to. What the service does well:
The service looks after and meets the needs of service users well. Relationships between staff and service users were observed to be particularly positive. Staff are friendly and relaxed with the service users. The atmosphere in the home is good and service users are happy with the care that they are receiving. The service users are positive about the staff that look after them and say that they are treated with respect. The activities plan is varied and well presented and there are a variety of interests for service users to enjoy. The service users are well informed about how the home is run and the routine of the day. Service users spoken to say that there is plenty to eat and drink throughout the day and that the food is well prepared and tasty. One service users says that the food is “marvellous”. The home is well decorated and homely. The owners make sure that standards are maintained. A detailed maintenance plan is in place that outlines the improvements that are to be carried out and maintenance issues are dealt with promptly. Service users commented that the home is clean and smells nice. During the visit service users said that their rooms are cleaned regularly and that the laundry service is good. A number of service users said that they are happy with everything and have no concerns about how the home is run. Service users say that they feel able to approach staff if they have any concerns and that they are helpful. Staff spoken to are knowledgeable about how to protect vulnerable people and service users reiterated this by saying that they feel safe when being offered personal care and helped around the home by staff.
Pink Panther Care Home DS0000067248.V310543.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? What they could do better:
The detail in the recording of daily reports about service users lives should be improved. The present records do not reflect a full picture of daily life, needs and occurrences for service users. Equality and diversity issues for service users could be addressed with more rigour. Records held on service users need to inform staff more fully of the needs of service users in this area. The administration of medication needs to be clearly documented. There seems to be some confusion around when a service user refuses medication and when medication is not required. The home needs to record the reasons why medication is not given on every occasion, so that they can demonstrate that medication is being administered appropriately. A number of staff say that the equipment to assist in the moving of service users is outdated and difficult to use in some cases. The manager must review the equipment in relation to the current needs of service users to ensure that people can be moved safely and with ease. Some of the commodes in the home were found to be rusty and must be replaced. The recruitment of staff is not robust which means that the risks of recruiting unsafe staff to work with service users are increased. The responsible person must develop a recruitment policy outlining expectations about acceptable practice in this area. The manager must ensure that two written references are sought on every occasion prior to staff staring work and for one member of staff that up to date references are secured. The ownership of the home has recently changed and the responsible person is currently developing a new way of reviewing the quality of care in the home. Once this system is in operation a report of the findings must be sent to CSCI. The manager must ensure that CSCI are informed of all of the notifiable events listed in regulation 37. Generally the home does this well. However there was one incident that CSCI had not been notified about.
Pink Panther Care Home DS0000067248.V310543.R01.S.doc Version 5.2 Page 7 The manager needs to develop a system for recording significant events in more detail so that resulting actions by the home can be seen as accountable and demonstrate that service users are fully protected. 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. Pink Panther Care Home DS0000067248.V310543.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 Pink Panther Care Home DS0000067248.V310543.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 3 and 6 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 is able to meet the needs of service users owing to a thorough assessment on admission. EVIDENCE: The home undertakes a thorough pre-admission assessment of service users needs in all cases. The assessments are well presented and link clearly to the care plans of those service users. The home ensures that it is able to meet the needs of service users prior to looking after them. Standards 3.3 is met for all service users. Service users, their representatives and health professionals have contributed to the formation of the assessment. This evidences that the home works in partnership to glean full information about service users lives. The home does not offer intermediate care. Pink Panther Care Home DS0000067248.V310543.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 Quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. Service users’ needs are well met by staff in a dignified manner but some confusion in the recording of the administration of medication could place service users at risk. EVIDENCE: Clear and detailed care plans are held for service users. Four service users care plans were looked at and assessed as appropriate to meet the standard. They inform staff how to meet the needs of service users on a daily basis. The care plans reflect the pre-admission assessment carried out prior to service users entering the home. Service users health care needs are being well met by the staff in the home. Service users say that they can see a GP of their choice when they request. Good records are kept of all health appointments and the home ensures that appointments are kept. Service users medication is stored appropriately. The records of the administration of medication were looked at for four service users. These
Pink Panther Care Home DS0000067248.V310543.R01.S.doc Version 5.2 Page 11 indicate that the amounts of tablets held in the home are correctly accounted for. A new monitored dosage system is in operation in the home. Staff say that this is simpler to use and that there is less room for error in administration. However the new system has caused some confusion about how staff record the distinction between refused medication and medication that is not required for other reasons. This must be addressed so that decision making is transparent and accountable. Service users spoken to say that they are given the correct medication on time. A record is kept of the disposal of medication and controlled drugs are safely kept. Service users spoken to say that staff treat them with respect and are polite. Positive relationships were observed between staff and service users. A number of service users say that they enjoy the time they spend with the staff. Service users say that staff call them by their preferred name. Staff were observed to talk to service users appropriately on the day of my visit. In discussion with staff about respecting people’s privacy, staff were able to demonstrate that they understand the need for sensitivity when carrying out personal care tasks. Staff were observed to knock on people’s doors prior to entering and service users say that their privacy is respected. Pink Panther Care Home DS0000067248.V310543.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14, 15 Quality in this outcome area is adequate. This judgement has been made from evidence gathered both during and before the visit to this service. Good facilities are provided for service users to experience activities, community and religious involvement of their choosing but lack of rigour in the approach to equality and diversity issues means that not all service users needs are identified. Meals are nutritious and balanced, offering a healthy and varied diet for service users. EVIDENCE: The home has a particularly good system for recording activities on offer in the home on a daily basis. This also details which service users take part in the activities and identifies one to one time. A range of activities is on offer including, bingo, skittles, quizzes, beauty treatments and reminiscence games. Service users say that they feel comfortable and at ease in their surroundings and able to voice their opinions freely. Staff and service users were observed to be enjoying the morning’s activities. Religious services are regularly held in the home for the two service users who request this and service users are able to attend church services in the community if they wish. The issue of equality and diversity was discussed with
Pink Panther Care Home DS0000067248.V310543.R01.S.doc Version 5.2 Page 13 the manager who addresses individual needs and wishes on admission. However there is no formal plan in place for the management of these issues. In looking at the records held for one service user it was clear that she followed the catholic faith. However her records did not indicate fully that all needs concerning her religion had been identified. It was unclear for example whether the lady would require “The Last Rites” before her death. Without exploring all the issues for service users, needs may not be met. It is recommended that this particular issue be addressed with this service user and her family and for the responsible person to develop an overall system for monitoring equality and diversity issues. Contact with family and friends is promoted by the home. Service users are positive about being able to see their friends and family when they wish. Visitors to the home say that they are made to feel comfortable and that the atmosphere is welcoming. Staff were observed to make one visitor welcome during the visit to the home. The visitor was offered refreshments and said that he enjoyed spending time in the home. Independence is promoted by the way in which staff work with service users on a daily basis and a range of advocacy services are made available to service users. The home has developed a resource for service users and their families to access when they require a range of information. This is good practice. The home provides healthy and well-balanced meals for service users. Service users are given choice about where to have their meals. Staff ask service users daily what they would like to eat at tea. Service users are given a choice at the lunchtime meal also. Alternative dishes are always offered if service users do not like the main menu item. The service users said that meals are “very good”. Lunchtime was observed to be well organised and relaxed. Pink Panther Care Home DS0000067248.V310543.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 inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 Quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. The arrangements for complaints and protection are handled well. EVIDENCE: The home has a clear complaints procedure in place. Service users spoken to say that they have no complaints about the home and feel confident to raise issues of concern if they arise. The relationships between staff and service users were observed to be open and inclusive. This is encouraging and evidences that service users concerns will be dealt with appropriately. Complaints are recorded in a complaints log and addressed by the manager. There have been two complaints since the last visit to the home. These were appropriately dealt with and outcomes recorded. A service user raised a concern with me during the inspection. This was passed on to the manager with the service user’s permission and the manager was observed to address this concern promptly involving the service users and her family. The home has an appropriate policy in place for the protection of vulnerable adults. Staff spoken to are clear about reporting procedures should a service user make an allegation and around the indicators of abuse. Service users spoken to say that they feel safe when being looked after by staff. Senior staff are to receive further training in this area later in the year. Pink Panther Care Home DS0000067248.V310543.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 22 and 26 Quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. Service users live in a safe, clean and comfortable environment, which is well maintained but staff uncertainty about the moving equipment provided should result in a review of this equipment to ensure needs are being met. EVIDENCE: The building was looked around and found to be safe, well maintained and hygienic. Service users live in comfortable surroundings. The home is well decorated throughout and a plan for the re-decoration of the home is in place. The requirements of the fire and environmental health departments are being met by the home. Specialist equipment and training are in place for the moving and handling of service users. Service users say that they feel safe when being assisted by staff. A number of staff however expressed concerns about the hoists. Staff feel that an electric hoist would be more conducive for moving service users.
Pink Panther Care Home DS0000067248.V310543.R01.S.doc Version 5.2 Page 16 In discussion with the manager it is unclear whether this is a training issue for staff or whether the equipment is suitable for all service users. Staff gave no indication that the equipment is detrimentally affecting service users but the manager is advised to undertake a review of the specialist equipment in the home to ensure that the needs of service users are being met. Policies for the control of infection are in place and followed in practice. Staff are clear about how best to prevent the spread of infection. The home has a laundry, which is suitable to meet the needs of service users. Service users are satisfied with the laundry service that the home provides. Pink Panther Care Home DS0000067248.V310543.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30 Quality in this outcome area is adequate. This judgement has been made from evidence gathered both during and before the visit to this service. Service users are looked after by well-trained staff but the recruitment process is not robust which places service users at risk. EVIDENCE: The home is staffed appropriately. Three staff are on duty throughout the day, which includes a senior member of staff at all times. A further senior member of staff has just been recruited to provide additional cover during the evenings. The home employs a domestic and two cooks. Two staff are on duty at night. The manager and deputy manager are supernumerary to the rota. Staff are positive about the levels of staffing in the home and feel that numbers are appropriate to meet the needs of service users. Although some comments were made about staff not being able to spend as much time with service users as they would like. The deployment of staff should be reviewed so that this can occur. The home exceeds the standard relating to NVQ 2 training. Currently 62 of staff have achieved this qualification and a further four staff are engaged on the course. This is good practice and ensures that staff are equipped to look after service users. Recruitment practice in the home is not adequate to ensure that service users are protected. Application forms are fully completed and gaps in employment explored. POVA First checks are now in place prior to staff starting work and
Pink Panther Care Home DS0000067248.V310543.R01.S.doc Version 5.2 Page 18 all staff have a CRB check in place. However the home is not securing two written references prior to staff staring work. In addition, up to date references have not been sought for one member of staff who worked in the home six years ago. This is unacceptable practice and must be improved so that the risks of recruiting unsafe staff are minimised. Staff spoken to feel supported well by colleagues and senior members of staff. They spoke of a good atmosphere and say that they enjoy coming to work. The atmosphere in the home is relaxed and welcoming. A record of training received by staff in the home was available for inspection and appropriate for the work that staff undertake. Training in working with people with dementia is provided and ongoing for all staff. Staff receive a good induction to the home that covers all aspects of the care task. Pink Panther Care Home DS0000067248.V310543.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 37 and 38 Quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. Service users live in a well managed home that is safe and inclusive. EVIDENCE: The manager has four years experience in running the care home and has achieved the Registered Manager’s Award. The style of management is inclusive and encouraging. Service users and staff say that the manager is approachable and they feel able to contribute to the running of the home. Staff understand their roles and are given clear direction. This is reflected in their good practice. The manager generally notifies CSCI of significant events appropriately. However there was one accident involving a service user that required urgent medical attention. CSCI has not been notified of this incident. The home acted appropriately in its response in this instance but all
Pink Panther Care Home DS0000067248.V310543.R01.S.doc Version 5.2 Page 20 notifications as outlined in regulation 37 must be consistently made to ensure that appropriate action is taken and service users are protected. The home has recently changed ownership and a new system is being established for reviewing the quality of care in the home. The home’s former system met the standard at the last inspection in February and auditing of care standards are still taking place. Service users are involved in the running of the home and other interested parties’ views are sought with regards to improving standards in the home. The responsible person should notify CSCI of the new system when developed and must produce a report summarising the review of the quality of care in the home. The home looks after service users finances appropriately. Service users keep their own allowances and records are in place evidencing the receipt of monies. Records held in the home are generally adequate to ensure that residents needs will be met. However the detail in daily records for service users is scant and does not reflect fully their experiences of care received and events. This should be addressed. There was also a reference to an incident in the accident record for one service user involving the throwing of a plate at another service user. The report did not provide enough detail of the incident to demonstrate circumstance, future risk or whether resulting action was appropriate to protect service users. A system should be established for recording significant events in detail. The home operates in the best interests of the health and safety of residents and staff. All of the required health and safety checks are carried out within timescale, which means that the home is a safe place for service users to live and staff to work. Staff receive health and safety training. Pink Panther Care Home DS0000067248.V310543.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 X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 2 10 4 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X 2 X X X 3 STAFFING Standard No Score 27 3 28 4 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X 2 3 Pink Panther Care Home DS0000067248.V310543.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 OP9 Regulation 12, 13 Requirement Timescale for action 21/09/06 2. 3. OP22 OP29 4. OP31 The registered manager must ensure that the reasons why medication is not administered are appropriately and consistently recorded. 12, 13, 16 The commodes in rooms 1 and 5 must be replaced. 12, 19 Staff must be recruited safely: 1. Two written references must be in place prior to staff starting work. 2. Up to date references must be in place for one member of staff. 37 The registered manager must ensure that CSCI is notified of all events outlined in regulation 37. 30/09/06 07/09/06 07/09/06 Pink Panther Care Home DS0000067248.V310543.R01.S.doc Version 5.2 Page 23 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 OP12 Good Practice Recommendations Equality and diversity issues should be addressed with more rigour: 1. The views/wishes of one service user should be sought with regards to receiving appropriate religious support at the time of death. 2. A system should be developed for monitoring equality and diversity in the home. A review of the equipment used in the home in relation to the current needs of service users should take place. The deployment of staff should be reviewed so that staff can spend more one to one time with service users. The responsible person should develop a recruitment policy for the home. CSCI should be informed of the new programme for reviewing the quality of care in the home. The detail in daily reports should be improved. The manager should develop a system for recording significant events in more detail. 2. 3. 4. 5. 6. 7. OP22 OP27 OP29 OP33 OP37 OP37 Pink Panther Care Home DS0000067248.V310543.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Hessle Area Office First Floor, Unit 3 Hesslewood Country Office Park Ferriby Road Hessle HU13 0QF National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk
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