Inspection on 12/08/08 for Sobell Lodge

This inspection was carried out on 12th August 2008.

CSCI found this care home to be providing an Excellent service.

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

Sobell Lodge 12/09/06

Sobell Lodge 01/10/05

Sobell Lodge 25/04/05

Sobell Lodge 10/11/04

Sobell Lodge 31/07/04

Similar services:

Thorndene

Sutton Lodge Nursing Home

Wingham Court

Bethany Lodge

17 John Street

Red Oaks

Clare House Nursing Home

Broad Oak Manor Nursing Home

Extracts from inspection reports are licensed from CQC, this page was updated on 30/01/2009.

Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: Sobell Lodge Mote Lodge High Street Staplehurst Tonbridge Kent TN12 0BJ     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Wendy Mills     Date: 1 2 0 8 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Adults (18-65 years) Page 2 of 29 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 29 Information about the care home Name of care home: Address: Sobell Lodge High Street Mote Lodge Staplehurst Tonbridge Kent TN12 0BJ 01580893996 01580890109 tracy.haith@lc-uk.org Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Tracy Jane Haith Type of registration: Number of places registered: Leonard Cheshire Disability care home 21 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 physical disability Additional conditions: The maximum number of service users to be accommodated is 21. The registered person may provide the following category/ies of service only: Care home only ? (PC) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Physical disability (PD) Date of last inspection Brief description of the care home Sobell Lodge is a part of Leonard Cheshire Foundation. The foundation is now known as Leonard Cheshire Disability. The home provides care and support for up to twentyone people with physical disabilities. The home is purpose built. There are two floors. Currently all the accommodation for the service users is on the ground floor with training and storage rooms on the second floor. However, Leonard Cheshire Disability is reviewing the use of the second floor and considering the possibility of providing Care Homes for Adults (18-65 years) Page 4 of 29 Over 65 0 21 Brief description of the care home access to all areas for the service users and the potential for providing additional service users rooms. All the service users have thier own rooms with en suite facilities and the necessary adaptations to meet their mobility and independence needs. The home is located near to the centre of the village of Staplehurst and to local shops, a library, medical centre and pub; it is next door to the active village Community Centre. There is a bus stop nearby on the main road and a railway station half a mile away. The weekly fees for this service begin at £950 and are based on the individual care and support needs of each service user. Additional charges are made for chiropody, holidays and outings, transport and day centre attendance. Care Homes for Adults (18-65 years) Page 5 of 29 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: three star excellent service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: This visit formed part of the inspection process of the Commission for Social Care inspection (CSCI) under the Care Standards Act 2000. This report is complied using evidence gathered both before this visit, such as information the home has told us and the feedback we have received from relatives and health care professionals who visit the home, and evidence gathered during this visit. This visit was unannounced. This means that we did not tell anyone that we were going to make the visit. Six hours were spent in the home. During that time, residents were spoken to both in private and during a tour of the home. Four staff members were spoken to in private and in depth discussion was held with the registered manager, Ms Tracy Haith. Documentation was examined in detail and care plans were tracked to Care Homes for Adults (18-65 years) Page 6 of 29 ensure there is consistency in recording and that they give clear directions for the way in which care should be given. A tour of the home was undertaken and direct and indirect observations were made throughout the day. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Adults (18-65 years) Page 8 of 29 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 9 of 29 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between the person and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home provides the service users, their relatives and supporters with the information they need so that they can make an informed decision about their choice of home. Residents are properly assessed before a place at the home is offered. This ensures that only those people whose needs can be met are cared for in the home Evidence: The home has a comprehensive statement of purpose and service user guide. There is also plenty of additional information about what is going on in the home. There are regular service user meetings, notice boards around the home and a regular newsletter. Service users and relatives said that they get plenty of information about what is going on in the home and that they have plenty of choice about how to spend their time. A sample of care plans was examined. All showed that thorough pre-admission Care Homes for Adults (18-65 years) Page 10 of 29 Evidence: assessments had been made before a place was offered at the home. The home also makes arrangements for pre-admission visits and stays if wished. There have been some new residents admitted to the home since the last inspection. Those spoken to say that they had been given enough information and that they know what to expect from the home and what the home expects from them. Care Homes for Adults (18-65 years) Page 11 of 29 Individual needs and choices These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home supports the service users to make informed decisions about the way they live their lives. this helps them maximixe their independence. Evidence: There is very good evidence that the home values equality and diversity. The service users are actively involved in the care planning process. Individual needs and choices are recorded in the care plans. The service users said that they can always choose how they spend their day and that there is plenty to choose from. Leonard Cheshire Disability has worked hard to raise awareness of the problems faced by disabled people due to poor access to business premises and by working closely with local businesses to promote equality, inclusion, diversity and disability in a positive way. Direct and indirect observation showed that there is plenty to do around the home Care Homes for Adults (18-65 years) Page 12 of 29 Evidence: Appropriate risk assessments are in place for activities and decision-making. Discussion with the registered manager confirmed that the service users are encouraged to try out new things. The service users said that they are consulted about all aspects of life in the home. Records show that decisions are recorded and care plans changed when decisions are made. Care Homes for Adults (18-65 years) Page 13 of 29 Lifestyle These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They can take part in activities that are appropriate to their age and culture and are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home provides a wide range of cultural, leisure, educational and religious activities both within the home and in the local community. this means that the service users are able to live life to the full and become as independent as possible. Evidence: There is a very wide range of person centred activities available. These include, a poetry group, a drama group, gardening, sewing, art and crafts and adult education classes in the community. The home encourages independence and recently has set up a tea club. The idea of the club is to increase the residents participation in the organisation, preparation and service at teatimes. Nearly all the residents have welcomed this idea and say it has helped them gain more independence. Some residents, however, said they still preferred to have the staff serve them their tea. Care Homes for Adults (18-65 years) Page 14 of 29 Evidence: Community activities include visits to the cinema and theatre, shopping and visits to local places of interest. Residents supported to access holidays if they wish. One resident is able to go out alone to the village centre and now takes responsibility for ensuring that letters are posted. Since the last inspection there has been a great improvement in community liaison. The home communicates well with the local community and developed further links with the local police force, universities and local volunteer bureau. Visits to the police station have been organised and some police have visited the home to talk to the residents. One resident spoke very enthusiastically about these visits. Since the last inspection the home has provided two large flat screen televisions for communal viewing. On the day of inspection some residents were taking part in a sewing group, others were socialising in the communal areas and some were out of the home participating in a variety of activities such as shopping, day centres and visits to places of interest. Residents are supported to maintain contacts with relatives and friends and the home has a visitors room. Residents are able to lock their doors and their privacy is respected. Direct and indirect observation confirmed that staff showed respect to the residents as well as an awareness of their preferences as to how they spent their time. Examination of menus showed that there is always a variety of food choices, including a vegetarian option. Special diets are catered for and indirect observation showed that those needing assistance with eating were helped appropriately. The home was recently awarded 5 stars, Scores on the Doors award from the Environmental Health Officer for excellence in the kitchen Frequent outings are organised. The home has its own transport and driver but also uses volunteer drivers. This means that there can be more outings to places further afield. The residents said that they decide where to go, usually at house meetings. A volunteer co-ordinator is employed by the home. The role of volunteer co-ordinator involves ensuring that volunteers are properly vetted and that their talents are used in the best way. Time was spent talking to the volunteer co-ordinator during this visit The environment of the home gives wheelchair access to all areas. This means that the service users can go anywhere they wish in the home and grounds. Wheelchairs are well maintained and there is a special room set aside for charging the wheelchair batteries. Care Homes for Adults (18-65 years) Page 15 of 29 Evidence: Care Homes for Adults (18-65 years) Page 16 of 29 Personal and healthcare support These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it in a safe way. If people are approaching the end of their life, the care home will respect their choices and help them to feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home promotes the health and wellbeing of the service users. This means that they can live as healthy a life as possible. Evidence: A sample of care plans was examined. There is a written plan of support for each service user. These are important documents. This is because they form one of the means by which the service users and their supporters can tell that they will be supported in the manner of their choice. Also, the plans are a source of reference information for the care workers who need to ensure that they assist people in a consistent and appropriate manner. The care plans were tracked to other records, including medication records, and service users views. The care plans are comprehensive, up-to-date and in good order. Service users are aware of their care plans and said they are involved in the care planning process. There was good evidence that service users are consulted on a regular basis. There are regular care reviews; residents meetings and residents said that they can talk to the manager at any time. Direct and indirect observation showed Care Homes for Adults (18-65 years) Page 17 of 29 Evidence: this to be so. Residents personal preferences as to how they receive care are recorded on care plans and support is given in a flexible way. Gender preferences are respected as far as possible. The home employs a physiotherapist and assistants. It also consults well with a number of visiting health and social care professionals such as district nurses, therapists and care managers. Multi professional agencies are involved in creating and supporting treatment programmes where necessary. Currently the home is receiving input from specialists such as psychologists, community nurses and epilepsy nurses. Good relationships are maintained with external advisors and their visits are well recorded in the care plans. The care plans also record that the advice given has been followed. All the service users have complex needs and these are well documented. A multi sensory room has been created to help those with sensory and communication difficulties to develop their interactive skills. The processes and recording for managing medicines in the home were examined. There are sound policies and procedures for the management and administration of medicines in the home. Residents are offered the choice to manage their own medication if they are able. Medicines are stored in line with the recommendations for the Royal Pharmaceutical Society of Great Britain. The medicines administration sheets (MARs) are up to date and in good order. Staff files show that those administering medicines have all received appropriate training. However, there were some minor omissions: - some hand written entries on the MARs had not been countersigned and a record was not being kept on the MARs of food supplements and drink thickeners that had been prescribed. The home agreed to address these issues and informed us soon after the visit that there are now robust systems in place to ensure the accuracy of hand written entries and to record food supplements and drink thickeners that are administered following medical advice. Care Homes for Adults (18-65 years) Page 18 of 29 Concerns, complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them, know how to complain. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home has sound policies and procedures for managing complaints, concerns and safeguarding. This means that the home does all in its power to listen and act upon concerns. Evidence: The home has sound policies and procedures for the handling of concerns and complaints. These are in line with Leonard Cheshire Disabilitys complaints, whistle blowing and adult protection policies and procedures. The registered manager operates an open door policy and day-to-day concerns are acted upon immediately. There are regular residents meetings where any concerns and ideas can be aired. The service users said that their ideas and concerns are listened to and acted upon. Staff receive training in the policies and procedures for the protection of vulnerable adults. Those spoken to were well aware of the action they would need to take if they ever have any concerns about any form of abuse. They said they would have no hesitation whatsoever, in reporting any concerns directly to the manager if necessary. All staff receive adult protection training as part of their induction and this training is regularly updated. Care Homes for Adults (18-65 years) Page 19 of 29 Evidence: Procedures for handling residents weekly spending money are well established and records and monies are kept securely. Care Homes for Adults (18-65 years) Page 20 of 29 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, comfortable, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. People have enough privacy when using toilets and bathrooms. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The environment is spacious, well maintained and very clean. this gives the service users a pleasant and homely place in which to live. Evidence: The home is purpose built and all accommodation for residents is on the ground floor. The corridors and doorways are wide and this gives good wheelchair access. There is plenty of communal space and the grounds outside are well maintained and easily accessed. The home employs maintenance, cleaning and laundry staff. The decor is in good order although there is some inevitable scuffing from heavy wheelchair use. The home is clean and homely throughout. The individual bedrooms all have en suite facilities and are personalised to individual taste, those seen were very attractive and residents said that they like their rooms and are able to arrange them in the way they wish. The home has a separate room in which wheelchair batteries are charged. This is a real asset as it means that wheelchairs are not left in corridors when not in use. It also means that it is easier for staff to ensure the system for battery charging is well organised. This is important as it is essential for all users of electric wheelchairs to be confident that their wheelchairs will work at all times so that they can maintain their Care Homes for Adults (18-65 years) Page 21 of 29 Evidence: independence. Plans to make the second floor of the home more accessible are currently being considered. At the moment, the second floor is not wheelchair accessible. The rooms on this floor are used for staff training and for storage. The plans include installing a lift and making additional rooms for residents on this floor. The initial consultation process has begun and there was a meeting on the day of this inspection. Leonard Cheshire Disability is commended for the way in which it is seeking to improve the facilities at the home; in particular, in the way it is consulting with all interested parties and in the way it is seeking to further improve the independence and integration of the residents. Care Homes for Adults (18-65 years) Page 22 of 29 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent, qualified staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staffing levels, staff training, recruitment practices and staff morale are all good. This means that the service users are supported by a well qualified, carefully vetted and cheerful staff team. Evidence: The home has a well-established staffing structure and employs care, kitchen, housekeeping, maintenance and office staff and volunteer and activities coordinators. Staff rosters show that there are sufficient staff allocated to each shift. When bank and agency staff have to be used, the home tried very hard to use the same staff as much as possible. This means that consistency of care is maintained as much as possible. The staff say that staffing levels enable them to meet the needs of the residents. A sample of staff files was examined. These showed good evidence that staff receive plenty of training to enable them to carry out their roles. Staff were very positive about the training they receive and said that they get good specialist training such as diabetes and multiple sclerosis, as well as the mandatory areas such as moving and handling and fire training. Staff spoken to were very enthusiastic about their jobs and said that they really loved Care Homes for Adults (18-65 years) Page 23 of 29 Evidence: working in the home. They said that they get plenty of training and that their induction had been very thorough. There is a programme of courses and individual records are kept of the training each staff member has received. Supervision is given regularly and regular staff meetings are held. The staff spoken to all said that they enjoy working in the home and that they are well supported by the manager and Leonard Cheshire Disability. The residents said that they staff are kind and helpful and given them the support they need. They said that they always respect their privacy and dignity and help them maintain as much independence as possible. There are sound policies and procedures for the recruitment of new staff and for voluntary workers. Examination of staff files showed that application forms and health checks are completed; at least two references are obtained and checked as well as Criminal Records Bureau (CRB) checks. Care Homes for Adults (18-65 years) Page 24 of 29 Conduct and management of the home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately, with an open approach that makes them feel valued and respected. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well managed and the views of the service users and their supporters are listened to and acted upon. this means that the home is run in the best interests of the service users. Evidence: The home is well managed and the views of the service users are sought and acted upon. This means that the home is run in the best interests of the service users. The home is well run and has a very welcoming atmosphere. The registered manager is very experienced and well qualified. She holds the Registered Managers Award (RMA) and the National Vocational Qualification at level four (NVQ IV). She has over twenty years experience working care settings and has been a registered manager for over seven years. Discussion showed her to be knowledgeable about best care practice and the needs of the service users. Service users said that they can be involved in decision making about service if they Care Homes for Adults (18-65 years) Page 25 of 29 Evidence: wish. They said that there are regular house meetings and that they can always talk to the manager if they wish. Records are held securely in the staff or administrative offices and those seen were up to date. There are sound policies and procedures for ensuring the health and safety of the service users, staff and visitors. There are regular maintenance and safety checks and fire practices. The home has a valid insurance certificate and this is displayed in accordance with regulations. No health and safety hazards were noted during a tour of the home. There are good quality assurance systems in place, these include an annual stakeholder survey, and regular visits by key professionals and the area manager and regular service user meetings. There was good evidence that the results of these visits and surveys are acted upon. Service users said that the home acts if they have any concerns or complaints and gave an example of how the food improved once they brought their concerns to the manager. The home has recently achieved the Investors in People award. Care Homes for Adults (18-65 years) Page 26 of 29 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Adults (18-65 years) Page 27 of 29 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations Care Homes for Adults (18-65 years) Page 28 of 29 Helpline: 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 We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. 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