Inspection on 10/05/05 for Ponsandane

This inspection was carried out on 10th May 2005.

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

Ponsandane 14/01/08

Ponsandane 12/12/06

Ponsandane 11/10/05

Ponsandane 09/02/05

Ponsandane 05/08/04

Similar services:

2 Perhaver Park

The Vicarage

Fairfields Country Rest Home

St George`s

5 Seafield Road

Credence House

Poldhu

Queensmount

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

CARE HOMES FOR OLDER PEOPLE Ponsandane Chy-an-dour Penzance Cornwall TR18 3LT Lead Inspector Stephen Baber Unannounced 10 May 2005 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 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. Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 Page 3 SERVICE INFORMATION Name of service Ponsandane Address Chy-an-dour Penzance TR18 3LT Telephone number Fax number Email address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 01736 330063 01736 332343 Swallowcourt Ltd Lynda Jane Ellis Care Home with Nursing 58 Category(ies) of Dementia (6), Old age, not falling within any registration, with number other category (58), Physical disability (18), of places Terminally ill (22) Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 Page 4 SERVICE INFORMATION Conditions of registration: Ponsandane is registered under The Care Standards Act 2000 and Care Homes Regulations 2001 to provide nursing, personal care and accommodation to 58 service users (OP). Conditions of registration are that 6 people can be accommodated with a dementia (DE) Physically handicap (PH) 18 and terminally ill (TI) 22. Date of last inspection February 2004 Brief Description of the Service: Ponsandane is a private care home providing personal care and accommodation for fifty-eight elderly people in need of residential and nursing care. The home is registered under the terms and conditions set out in the Care Standards Act 2000 and Care Homes Regulations 2001. The home is situated on the outskirts of Penzance town and is a short distance away from the main London to Penzance railway station. The bus route out of Penzance runs past the home and this makes getting to the home easy if you haven’t got a car. There are panoramic views of St Michaels Mount and the bay form the front of the home. Some of the rooms have ensuite facilities and there is one shaft lift that serves ground to first and second floors as well as two chairlifts to aid the more dependent service users who find getting to their room difficult. The home provides a large day centre and there are several rooms where people can meet with their visitors including their own rooms. The home has its own mini-bus, which is enjoyed by the service users especially when trips out are arranged. This service is free to the service users. Medical care is provided by several General Practitioners practices with the manager and staff working closely with all community professionals to provide a high quality nursing and residential care experience to the service users. The Managing Director who is the Responsible Individual for Swallowcourt visits daily and offers support, guidance and supervision to service users, management and staff. As representative of the Company she writes a monthly report. Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was an announced inspection as part of the home’s annual inspection programme on May 10th and 12th 2005. The inspection commenced at 9.00 am and finishing at 15:00 each day. The inspector was at the home for twelve hours. The manager completed a pre-inspection questionnaire with all the information provided in readiness for the inspection. The following activities were carried out to complete the inspection. Inspection of records, including assessment information and care plans. Discussion with the manager of the home on how it operates on a day-to-day basis. Inspection of the building. Interview with several members of staff and residents. Individual interviews with service users. Observation of the daily life of the home. I also talked with the relatives who visited. This is a well run care home that has excellent standards of care and service users and relatives are fully consulted about all aspects of service provision. The service provides a well maintained home set in lovely surroundings. It is clean, warm and comfortable. Service users said their care needs are met and they are happy living in the home. The manager said that some service users declined to participate in the care planning due to the age and frailty but relatives were kept informed. Service users are treated with respect and dignity and their privacy is upheld at all times. A recreation assistant is employed and she arranges a variety of daily social and leisure activities, which are enjoyed by the service users.are. Free transport is provided and trips out and entertainers are arranged. Visitors and family are welcome and it was noted the number of visitors who visited the home over the two day inspection. There are sufficient staff with a skill mix to meet service users needs. A qualified nurse is on duty at all times and there is competent waking night staff on duty in sufficient numbers to meet the needs of the residents. The company employ a training manager who organises staff training to ensure a well-trained staff group. Staff spoken with were keen to study and update their skills. Staff meetings and supervision sessions enable the staff to contribute to the running of the home. What the service does well: The home is well-organised and managed and service users and their relatives are consulted and involved in their care appropriate to their wishes. The home have put in place comprehensive care planning arrangements to make sure that service users needs are fully met and they not placed in any situations of unreasonable risk. The arrangements are also regularly reviewed and evaluated to benefit the service usersd. Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 Page 6 Another impressive service the manager and staff provide to the service users is the effective way they access the services of the multi disciplinary agencies for the benefit of the service users. Health needs are positively dealt with and services are accessed promptly and when required. Positive arrangements are in place to protect service users and respond to any concerns. The service users said that the staff were caring and responsive to their needs. The staff that were spoken with said that the needs of the service users are paramount at all times. What has improved since the last inspection? What they could do better: Service users and their relatives could not think of any improvements that the home could make. In discussion with the manager we explored the usefulness of computers and the quick retrieval of information. The company need to seriously look at making computers available, which would have definite benefits for the management and administration and a more professional operation. The manager also wants to develop her open door policy for service users and staff and she fosters an atmosphere of openness and respect in which service users, relatives and staff feel valued and that their opinions matter.. Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 Page 7 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. Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 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 Standards Statutory Requirements Identified During the Inspection Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 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 standard(s) 1,2,3,4,5. The statement of purpose is well written and tells service users and prospective service users about the services and facilities provided. The Service Users guide is being updated. Positive arrangements are also in place to assess prospective service users to ensure all of their needs and wishes are taken account of and the home is able to provide the care and support they require. Each service user is provided with a written up to date contract and terms and conditions of residency. The documents tell service users of their rights and responsibilities. Where appropriate service users and their representatives are consulted in the implementation and subsequent reviews of their individual care plans. The information provided by the home ensures that service users and their representatives know that the home they enter will meet their needs. EVIDENCE: The company have reviewed the statement of purpose and service users guide in the last year. The two documents detail the facilities and service provided at the home. Positive arrangements are in place to assess prospective service users. Discussions with service users and their representatives, plus inspection of three service users files evidenced that they are consulted in all aspects of the homes assessment and admission procedures. Care needs identified by the referring professional assessments were incorporated in the assessment Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 Page 10 process and transferred to care plans. A months trail period is offered to all new service users after which a review is held with all parties present to consider if the placement is to be agreed. Several service users spoken to felt the manager and staff were aware of their needs. Service users and their representatives commented that the preadmission and ‘moving in period’ are carried out sensitively by staff and could not see how this process could be improved. Service users financial interests are safeguarded by the homes financial and accounting procedures. Throughout the inspections observations were made regarding the ways the staff interacted with the service users and relatives. Through the training they have received they demonstrated that through their interactions with staff and relatives that they have good peoples skills and provided personal and emotional care to service users. Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 7,8,9,10,11. Progress has been made to improve the arrangements to ensure the health care needs of the service users are identified and metIndividual care plans are generated for each service user that inform and direct the staff in their care provision. Systems are in place to ensure that service users are respected and their privacy is upheld at all times. This practice ensures that service users are not placed at risk. EVIDENCE: Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 Page 12 From discussion with service users, their representatives, staff and inspection of documentation it was evident that individual care needs are identified appropriately. From inspection of service users files, and in discussions it is evident that the manager and staff encourage service users and their representatives to participate in the care planning process. The care plans identify where interventions are required. Risk assessments included Waterlow scoring, moving and handling, falls, Barthel scoring are all in place and reviewed regualarly.Whilst it is the role of the keyworker nurse to review care plans staff confirmed that they are more involved in the care planning and reviewing stages of the individuals care plan. The registered manager stated that corporate training is occurring in the development of care planning process, which will be cascaded to all staff. Service users and their representatives commented that health needs are met by the staff at the home and by external professionals to a high standard. Records of all health professional visits are recorded in detail. All service users spoken with stated that staff displays a high standard of respect in their daily interactions. Service users stated that staff ensures that their privacy and dignity is maintained. Observations on the day of the inspection showed how staff communicated with service users in a professional manner at all times but entered into a little banter which made service users laugh. Observations were also made on how well very poorly service users were being cared for. This was with dignity and respect. The service users looked very comfortable with drinks and clean bedding. The use of I.T. would greatly increase the operation for management and staff in the care planning process. Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 12, 13, 14, 15, Social activities are well organised, creative and provide stimulation and interest for service users living in the home. Meals are nutritious and balanced and offer a health and varied diet for service users. EVIDENCE: A number of service users and their relatives were spoken to and everyone commented on the food said that they look forward to meal times nd that they welcome the daily choices offered. Menus were found to be balanced and interesting and meal times are flexible to suit the needs of individuals. The dining tables were well presented with attention to detail. However the same did not apply to those service users who required help from staff. This was pointed out to the manager who will rectify the matter immediately Service users said how much they enjoy the in house and trips activities. Service users recalled a variety of activities that are provided such as arts, bingo, trips out, celebrations, nail painting, games, keep fit and church services. A new recreational assistant is commencing her employment in May. A variety of activities occurring during the inspection were noted. Monthly ‘Residents meeting’ where decisions are made regarding all aspects of the home. Service users stated that these meetings are ‘productive’ and that they ‘enjoyed’ them. Service users have opportunities to access advocates and some choose to have Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 Page 14 relatives act on their behalf. Relatives and service users stated that the home is welcoming to them. Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 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 inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 16,17,18. Robust procedures are in place to protect service users from abuse.Complaints are handled properly to provide service users with confidence that their concerns will be listened to, taken seriously and acted upon. EVIDENCE: The home has a detailed complaints procedure and all complaints are taken seriously. No complaints have been received by CSCI over the past year. The service users confirmed that management and staff take their complaints and concerns seriously. The company have produced a corporate policy for vulnerable adults procedure to ensure a proper response to any suspicion or allegation of abuse. Training for all staff has been arranged. This must be given high priority by the manager. The staff spoken to stated that they would benefit from training in this area of their responsibility. Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 19,20,21,22,23,24,25, 26. Ponsandane provides a good high standard of accommodation creating a comfortable and safe environment for those living there and visiting. EVIDENCE: Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 Page 17 The company are investing substantially in the coming months to update the decoration and furnishings in the home. Ponsandane are supported by maintenance and grounds personnel and have a continuous redecoration and maintenance programme to ensure that all parts of the home are presented and maintained to a high standard. Service users commented that whilst they were satisfied with the accommodation they were looking forward to the improvements that are going to be made. Ponsandane have a lift which is regularly serviced, with access to all parts of the home. There is a mixture of lounge areas so that service users and their representatives can choose where to sit, either in the quieter areas or the main lounge. Bedrooms are a mixture of single and double rooms some with ensuite facilities. All rooms inspected were clean and decorated to a good standard, were personalised and service users had the option to lock their rooms if they wish. The velvet curtains giving privacy to service users clothes should be replaced with a more permanent arrangement. This would also allow this area to be locked and be more private. Also in one room service users have their names written clearly. This should be more discreet and less institutional. The home has suitable laundry facilities. Service users commented that the laundry service was satisfactory. There are suitable bathing and toileting facilities in the home. Aids and adaptations were evident to assist with mobility and transfers. There were sufficient sluicing facilities in the home. The landscaped grounds have spectacular views of St Michaels Mount from the front of the property. Service users confirmed that they spend time in the garden in the warmer weather and can often be seen sitting outside greeting visitors Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 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 considers Standards 27, 29, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 27,29,30. The procedures for recruitment of staff are robust and offer protection to service users living in the home. The deployment and number of staff available throughout the day and night is sufficient to meet the needs of service users. EVIDENCE: Ponsandane enjoys a stable group of staff whose morale is high resulting in an enthusiastic workforce that works positively with service users to improve their quality of life. The three staff files evidenced that all the necessary recruitment checks to ensure the protection of service users. It is recommended that records of interviews are recorded and person specifications should be sent out with all applications for employment. Criminal Record Bureau checks have been requested for all staff. The advice given to the manager was that CRB disclosures must be destroyed after six months of after being seen by the inspector. This is to comply with the Data Protection Act 1998. Staff spoken to confirm that they had to complete application forms and provide the names of two referees. There is a thorough recruitment policy in place based on equal opportunities. Personnel records contain all the required documents. From discussion with staff they all commented that they felt that there are sufficient staff on duty and that they ‘work as a team’. The staffing rota indicated sufficient numbers of staff on duty. The head of care works with the manager and training manager and is responsible for staff training and records are maintained. Training systems have been set up that can be audited easily. All staff are paid for their training. Yearly appraisal and supervision takes place to ensure that staff are appropriately supervised. Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 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 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 31,32,33,37, 38. The home is being managed professionally and there is leadership, guidance and direction to stff to ensure service users recive consistent quality care. This results in effective practices that promote and safeguard the health, safety and welfare od service users using the service. Quality assurance systems are in place to review the services that Ponsandane provides and identify any areas for improvement. EVIDENCE: Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 Page 20 Service users, their visitors made positive comments about the manager and her team. Some of the examples were of good communication; staff were clear about what was expected of them and practice being consistent between shifts. Records evidenced that fire drills and instructions had taken place regularly. Ponsandane have carried out their quality assurance survey with outcomes and actions recorded. A copy of this should be submitted to the Commission and a copy should be in The Statement Of Purpose. Records held by the home are stored in a confidential manner and in line with the Data protection Act. An inspection of the records, servicing documentation and maintenance certificates evidenced that they were up to date. The health, safety and welfare of service users and staff are promoted and protected by this evidence. Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 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 ENVIRONMENT Standard No 1 2 3 4 5 6 Score Standard No 19 20 21 22 23 24 25 26 Score 3 3 3 3 3 x HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION 3 3 3 3 3 3 3 3 STAFFING Standard No Score 27 3 28 x 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score Standard No 16 17 18 Score 3 3 2 4 4 3 x x x 3 3 Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 Page 22 no Are there any outstanding requirements from the last inspection? 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 1 Regulation 5 Requirement The Service User Guide must be completed and made available to service users and their representatives. Training in Adult Protection must take placeto prevent service usersbeing harmed. Records of interviews and person specifications must maintained. Timescale for action 30th November 2005 30th November 2005 30th Novemebe 2005r 2. 3. 18 29 13(6) 7,8,19. 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. 2. 3. 4. 5. Refer to Standard 7 15 23 29 16 Good Practice Recommendations Evidence of service user participation or their represenatives should be in place. Tdining table for service users who require assistance should be nicely presented. The velvet curtain should be replaced with a more permanent arragement and names on shelves should be more discreet. CRB disclosures should be destroyed as per the guidance from CRB and in line with Data protection. Computers should be a great asset to the management of the home. D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 Page 23 Ponsandane Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 Page 24 Commission for Social Care Inspection John Keay House Tregonissey Road St Austell PL25 4AD National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Ponsandane D52-D04 S9091 Ponsandane V224434 10 05 05 Stage 4.doc Version 1.30 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. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!