CARE HOMES FOR OLDER PEOPLE
Radway Lodge Vicarage Road Sidmouth Devon EX10 8TS Lead Inspector
Cally Rowland-Lapwood Unannounced Inspection 10:00 6 May 2008 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 Radway Lodge DS0000022011.V358774.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. Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION
Name of service Radway Lodge Address Vicarage Road Sidmouth Devon EX10 8TS 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) 01395 514015 radwaylodge@btinternet.com radwaylodge.co.uk The Radway Partnership None Care Home 15 Category(ies) of Old age, not falling within any other category registration, with number (15) of places Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION
Conditions of registration: Date of last inspection 17th August 2006 Brief Description of the Service: Radway Lodge is a detached house situated in a central position in the town of Sidmouth. The home provides accommodation with personal care for up to 15 older people. Bedroom accommodation for residents is on the ground and first floors and all the bedrooms are singles. There is a stair lift to the first floor. There are some steps throughout the home that makes access difficult for service users who are wheelchair dependant or who have mobility problems. There is a communal lounge and a separate dining room on the ground floor. There are pleasant gardens and an outside seating area. There is a car park to the rear of the home. Information about this home, including reports, is available direct from the home. The fees charged range from £550.00 to £650.00 per week. Additional charges are made for items such as newspapers and hairdressing, toiletries are included in the fees. The home tries to provide transport for hospital appointments at no extra cost, where possible. Where families cannot accompany people to hospital appointments, the home provides an escort at no extra charge. Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 5 SUMMARY
This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 stars. This means the people who use this service experience good quality outcomes.
As part of this key inspection the owner completed an Annual Quality Assurance Assessment (AQAA), which contained general information about the home and the people living and working there. With the information provided, CSCI surveys were sent to people living at the home and their relatives, and to staff and outside professionals. Completed surveys were received from 6 people living at the home; 3 relatives and 4 staff and 1 health and social care professional expressing their views about the service provided at the home. Their comments and views have been included in this report and helped us to make a judgement about the service provided. An unannounced inspection visit was carried out over a period of eight hours over two different days. During our visit we looked closely at the care planned and delivered to three people. The home provides care for older people and some do not have the capacity to communicate fully or understand the inspection process. We spent some time observing the care and attention given to these people by staff. We also spoke with several people and spent time speaking with members of staff, including the owner and care manager. A tour of the premises was made and we inspected a number of records including assessments and care plans and records relating to medication, recruitment and health and safety. The outcome of the inspection was discussed with the owner and care manager. What the service does well:
We asked people living at the home, their relatives and outside professionals what it does well. Comments from people living at the home included, “Its wonderful here”, “The staff are so kind & “They look after me very well”. Good information is available to people to help them decide if the home will suit their needs. Admissions to the home are well managed, ensuring that people’s needs are assessed and that people are made to feel welcome during the settling in period. Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 6 All people spoken with or contacted were satisfied with the care provided at the home, many were more than satisfied. Comprehensive care plans ensure that people’s health and personal care needs are generally well met. The home works well with other health professionals to ensure people have access to good health services. People told us that their dignity and privacy was respected and that they were supported to be as independent as possible. People enjoy a flexible routine, which suites their needs and most people enjoy the social life and activities at the home. Families and friends are encouraged to visit regularly. People told us they enjoyed the food, comments included, “It’s excellent” and “The food is always good” Dietary needs, and individual likes and dislikes are catered for and the kitchen team will ensure that everyone has food they enjoy. People told us they felt confident that they could raise any concerns or complaints with the management and these would be dealt with satisfactorily. People living at the home are protected from abuse by well trained staff who have appropriate attitudes towards them; systems are in place to ensure that people’s financial affairs are protected. The home is well maintained. Communal areas are decorated and furnished to a good standard. People living at the home were very happy with the environment. Bedrooms have been personalised and people have been encouraged to bring furniture and personal effects in order to make their rooms feel homely. All areas of the home were clean and fresh, people told us it was “always” like this. Staffing levels are good and people told us their needs were “always” met. Staff feel well supported and receive a good level of training, including regular updates in all health and safety related topics. New staff receive good induction training to ensure they can do their job safely. The management of the home is open and inclusive, led by the owner and care manager. Good systems are in place to ensure that people living at the home “have their say” and can influence the service provided. The health and safety of people living and working at the home is promoted, with systems in place to ensure good practice. What has improved since the last inspection?
No requirements were made at the last inspection. However some recommendations were made in the interests of good practice and some improvements have been made in relation to these. Risk assessments are now undertaken to reduce the risk of falling these are included within the care plans. All staff were seen treating people living at the home with respect, knocking on bedroom doors before entering and speaking with them in a warm, friendly and respectful way.
Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 7 Activities at the home have much improved with the emphasis now on treating people as individuals and tailoring activities to suit them. All the people that had a view enjoyed the activities provided either on an individual basis or the group sessions. The owner has completed the Registered Manager Award. What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Radway Lodge DS0000022011.V358774.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 Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 9 Choice of Home
The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3&6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The people who come to live here can be assured that their needs will be assessed and that they will be helped to settle in. The home does not provide intermediate care. This judgement has been made using available evidence including a visit to this service. EVIDENCE: We looked at three care plans and saw that each person had been assessed by the care manager prior to coming to live here. The information collected helped the manager to determine if and how this service could meet each persons needs. Radway Lodge has produced a guide to the home that sets out the
Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 10 services offered by the home, its limitations and the type of home it is. People spoken with say that moving to a new home is daunting but that the manager and staff really helped them to settle in easily. Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 11 Health and Personal Care
The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8 9 & 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has a good care planning system, which generally provides the staff team with the information needed to enable them to support people in a way they prefer. People’s health needs are well met and the management of medication is generally satisfactory. People feel they are treated with respect and that their privacy is upheld by caring staff EVIDENCE: All people responding to CSCI surveys told us they “always” received the care and support needed. One wrote, “They are very kind and helpful always”. During our visit people told us they were happy with the care they received, comments included, “They (staff) come quickly when I need them”, “Staff are kind and nothing is too much trouble for them” and “I am well taken care of here. No complaints at all”. Each person has a plan of care, which details his or her individual care needs, wishes and preferences. Generally the care plans gave enough information to
Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 12 ensure staff could care for the person properly. However, a few lacked enough details about specific illnesses (i.e. Diabetes) to enable staff to care for those people to the best of their ability. Personal profiles have been completed which give a sense of the individual and their close relationships with others. Staff were aware of people’s needs and could describe the care delivered, which reflected what was written in individual care plans. Risk assessments were in place and generally reflected behaviour or situations, which may cause harm to people, for example poor mobility, falls, aggression and the use of equipment. Moving and handling assessments and plans, skin care and continence assessments were in place and generally provided staff with the instructions needed to deliver care. Staff were observed to assist people with manual handling needs in a competent and sensitive manner, using the correct equipment and giving gentle instructions and reassurance to people as needed. Staff were given information at shift handovers about some peoples’ particular needs – any changes to their needs, who was to be offered a bath, or needed encouragement with drinks or food. People’s personal care was well attended to; people were smartly dressed, and well groomed. All spoke highly of the laundry service and the speed with which their clothes were returned. People said that baths and/or showers were frequent and also “available on demand”. Health care professionals who visit this home have no concerns about the care provided. We saw in care plans that timely referrals are made to for example doctors, specialist nurses, chiropodists and dentists. In surveys relative and people who live here say that people always get the healthcare they need. One relative told us, “The level of care is very good”. We looked at how medications are managed in the home. A designated senior carer orders and receives these into the home and makes sure that records are kept up to date so it is clear what medications should be in the home. All medicines are kept safely and securely, including Controlled Drugs. We saw that staff are not always using the appropriate codes when signing medication records and instead leaving blanks or crossing through, the appropriate codes should be used when medication is not given so that there is a clear record of what people have had. People say they get their medicines on time, always get the right ones and that staff are sensitive to their needs for pain relief. During our visit staff were seen and heard to be polite and friendly when delivering care or assisting people with their daily activities. Staff were heard to address people in a respectful manner and their approach was pleasant and
Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 13 caring. People told us that staff were respectful towards them. One person said, “I am treated very well”. Health professionals told us people’s privacy and dignity was “always” or “usually” respected. Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 14 Daily Life and Social Activities
The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 & 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Routines are flexible and people are supported to exercise control over their daily lives. Social activities meet peoples’ expectations and preferences and people benefit from contact with their family and friends, which is encouraged and supported by the home. Meals at the home are enjoyed and provide a nutritious variety. EVIDENCE: People told us routines at the home were flexible. One person said, “You can do as you want really”, another said, “You do what you’ve usually done”, and another told us, “I can get up and go to bed when I want. I can go to my room when I like”. One person told us how they had settled well at the home and how they had made “new friends”. Staff were aware of particular friendships and ensured that people could sit together to chat. Surveys returned to CSCI show that two people felt there was “always” activities available to take part in, one person felt this was true “usually”.
Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 15 Care plans gave good information about people’s interests and hobbies this is relevant information, which can assist staff to plan activities, which can be enjoyed by individuals rather than in a group. When we spoke with people they say they like having visitors and chatting. Some say they like watching TV or reading the paper. Many say they are looking forward to the summer and getting out more. During fine weather people are taken on trips to the local nursery for example, into town to do some shopping or are taken in wheelchairs to enjoy a ‘walk’. The local Vicar visits monthly to give communion to those that wish to participate. Other activities take place on a daily basis; one person said she really enjoyed the karaoke saying it was “great fun”. Films evenings were also very popular, this is when people living at the home have snacks and a buffet tea whilst they sit and watch a favourite film. Visitors are welcome at any time and the home has established good relationships with the relatives. They confirmed that they were always welcome at the home and that they were always informed and consulted with regards to their relative; one told us, “ We are always made very welcome and are kept up to date with what’s going on”. One person living at the home said their visitors could “come and go when they like”. The home makes a real effort to help people keep in touch with family members. The home provides a relaxing, comfortable and supportive environment for people to live in. The staff were observed to support people in a sensitive and discreet way that promoted dignity, choice and independence. People were seen to move freely around the home, spending time in their chosen place and seeking the company and activity they preferred such as reading or sitting in the garden. Surveys returned to CSCI showed that people “always” or “usually” liked the food. People spoke highly of the quality of the food using the words “food lovely, really super, excellent cook”. On the day of the visit the main meal was liver and bacon, cabbage, potatoes, ratatouille and gravy to taste. The dessert was pear tartlets and cream. Wine is offered to all at mealtimes and tea or coffee followed the meal. The supper menu always includes a hot meal if is preferred. All the food was tasty, hot and well presented. Many people also took advantage of the juice, which is always available in the lounge throughout the day. The tables in the dining room looked very attractive with white tablecloths and napkins, aprons were supplied as appropriate. After lunch there was no undue delay in assisting diners back to the lounge or elsewhere. Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 16 Complaints and Protection
The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People can be confident that their complaints will be listened to and staff understand the principles of adult protection, which helps to protect people from abuse EVIDENCE: All people responding with CSCI surveys knew how to make a complaint and knew who to speak with should they have any concerns. People felt that the staff were approachable and would listen to them and “always” act on what they say. Relatives were also aware of how to make a complaint and told us that concerns were responded to. Outside professionals were confident that complaints or concerns were responded to appropriately. Records show that the home has received no complaints since the last CSCI inspection. Training records showed that staff receive adult protection training to ensure they are aware of the issues and know who to raise any concerns with. Staff spoken with said they had attended training and had a good understanding of adult protection matters and understood their personal responsibility to report incidents of concern. People spoken with confirmed that they were happy living at the home and all said they felt safe at the home, one person told us, “I feel safe and happy here”.
Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 17 Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 18 Environment
The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 & 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People enjoy a good standard of accommodation that is attractive, clean, homely and generally well maintained. EVIDENCE: People say that Radway Lodge is always kept clean, pleasant and odour free. They say there is at least one cleaner on duty every weekday and that they work really hard to keep the home clean and yet homely. We walked around the home and found all areas to be clean and tidy. The laundry is well organised and people say their clothes are well cared for. There are hand washing facilities sited around the home and we saw staff using them.
Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 19 The garden was very tidy and people were seen sitting on the benches enjoying the sunshine. Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 20 Staffing
The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28 29 & 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Staffing levels are sufficient to ensure that peoples’ needs are met in a timely way and experienced and friendly staff support people well. People are protected by the robust recruitment practice followed at the home. EVIDENCE: People living at the home spoke highly of the staff. Their comments included, “Staff are very helpful and friendly”, “They (staff) are really good and work really hard “They (staff) are excellent – I don’t want for anything”. Some relatives also spoke highly of the staff’s approach and attitude. Relatives responding with surveys felt that the home gave the support required and could meet the different needs of people living there. The majority of people responding with CSCI surveys told us staff were “always” available when needed. The majority of staff returning surveys told us there was “always” enough staff to met people’s needs. During our visit people’s needs were attended to in a timely and unhurried way. The owner aims to have 3 care staff on duty during the day and two at night, one waking and one sleeping. Care staff are not involved in domestic tasks such as cleaning or preparing meals and therefore have time to provide the care needed. Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 21 We looked at the recruitment practice within the home to ensure people are protected. All staff returning surveys told us that employment checks such as Criminal Record Bureau (CRB) check and references had been undertaken. We looked at three staff recruitment files. All the required checks had been obtained before staff started working at the home. Staff told us they had good training opportunities and good support from the management. All staff responding with surveys said they had received induction training, which helps them to understand how to work safely and respectfully with people. Other training, including mandatory training is well addressed. Records showed that staff had undertaken training such as adult protection, medication, and moving and handling. Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 22 Management and Administration
The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33 & 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is well managed, with good systems in place to ensure that people’s views are sought and acted upon. Health and safety within the home is promoted meaning people live in a safe environment. EVIDENCE: Radway Lodge is run by a partnership, one of the partners Karen Hillier is responsible for the day-to-day running of the home. She is professional and carries out her duties and responsibilities effectively. She has many years of experience running a registered care home. A competent and enthusiastic care manager supports her and together they provide clear leadership for the staff group. One member of staff told us, “ the manager is great, really supportive, I can go to her if I need to at any time”. Outside professionals and relatives
Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 23 appear confident in the management of the home, one relative wrote, “I think the home is very well run”. The home has established quality assurance systems, which ensure that the service is managed and developed in the best interests of the people living there. Annual surveys are sent to people living at the home, relatives and outside professionals. The management team take the necessary action within agreed timescales to implement requirements identified in CSCI inspection reports. Overall, health and safety at the home is managed well. The records we looked at showed that staff have received training and regular updates on all health and safety related topics. Records showed that staff had undertaken fire safety, first aid, manual handling, food hygiene, infection control, and health and safety training to ensure people work safely. Records showed that the maintenance of equipment and systems, such as water, gas and electrical systems were up-to-date. Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 24 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 2 9 2 10 3 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X X X 3 X X 3 Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 25 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. Standard Regulation Requirement Timescale for action 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. 2. Refer to Standard OP7 OP9 OP28 Good Practice Recommendations Care plans should be more detailed to include specific guidance for staff so they may care for the person properly. Medication records should clearly show if medication has not been given. You should continue working towards training 50 of care staff to NVQ Level 2 or above. Radway Lodge DS0000022011.V358774.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection South West Colston 33 33 Colston Avenue Bristol BS1 4UA 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
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