Inspection on 23/07/07 for Spring Grove Road, 233

This inspection was carried out on 23rd July 2007.

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 found no outstanding requirements from the previous inspection report, but made 1 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Spring Grove Road, 233 20/06/06

Spring Grove Road, 233 01/12/05

Spring Grove Road, 233 11/07/05

Spring Grove Road, 233 06/12/04

Spring Grove Road, 233 10/05/04

Similar services:

Ashlong House

Norbury Crescent (30)

Edenvale

Wadham Avenue

Chatsworth Care - Dawson House

Cowden Road, 52 - 54

Chatsworth Care - Tudor Lodge

Foxley Lane (121a)

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

CARE HOME ADULTS 18-65 Spring Grove Road, 233 Isleworth Middlesex TW7 4AF Lead Inspector Ms Jane Collisson Key Unannounced Inspection 23rd July 2007 1:15 Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 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 Spring Grove Road, 233 DS0000022907.V338002.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 Adults 18-65. 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. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Spring Grove Road, 233 Address Isleworth Middlesex TW7 4AF 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) 0208 568 0263 None Milbury Care Services Limited Teresa Franze Care Home 3 Category(ies) of Learning disability (3) registration, with number of places Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 20th June 2006 Brief Description of the Service: 233 Spring Grove Road is a detached house situated on a busy road in Isleworth, near to the London Road and the A4. There are local shops and public transport links within walking distance. Hounslow Town Centre and Brentford are within easy reach. The home is registered for three service users with learning disabilities, all male. The owners and care providers are Milbury Care Services. The current service users have lived in the home since it opened in 1995 and all have profound learning disabilities, with non-verbal communication. All three men have good mobility. The home has three bedrooms, one on the ground floor and two on the first floor. There is a bathroom and toilet on the first floor and a separate toilet on the ground floor. The communal space consists of a lounge/dining room, kitchen and an area between the two rooms which currently houses the fridge/freezer. There is a small office on the first floor and the sleeping-in room is in the loft, accessed by a staircase. The washing machine and dryer are housed in an alcove next to the bathroom. There is a small garden to the rear with a lawn, shrubs and seating. The management team consists of the Registered Manager and Deputy Manager, who also manage 231 Spring Grove Road, a neighbouring home for two service users. The designated staff team for 233 Spring Grove Road are a Senior Support Worker and nine day and night Support Workers. There are three staff on each day shift, with one waking and one sleeping-in staff during the night. The team supports the service users with personal care and practical tasks, leisure and social activities. Local day services are accessed for the service users and a house car is available for outings. The current weekly fees range from £1476.23 to £1483.15. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection took place on the 23rd July 2007 from 1.15pm to 4.45pm. The Registered Manager was on leave and a further visit was made on the 27th July at 11.20am to meet with her to discuss the inspection, progress of the previous requirements and to examine the staff records. The Deputy Manager was in the home during the first visit and there were three members of staff on each of the early and late shifts. The inspection process took a total of five hours. The three men who live in the home were present at both visits. They all attend a variety of day services at the Milbury day centre, which is nearby. All three have had a holiday this year with staff, two going together to Dorset and one to Norfolk with a resident from the adjoining home. Outings are an essential part of their daily life as, because of their disabilities, they have limited interest in television and other similar pastimes. Records and photographs help to provide evidence of the activities they have enjoyed outside of the home. The men have all improved their non-verbal communication over the last few years and are able to be much more active in directing what they wish to do. While it is not possible to have a verbal discussion about their support, it was observed that the men interact well with the staff and the home has a relaxed and pleasant atmosphere. Five of the staff team were met and spoken with on this inspection. Staff are encouraged to undertake training to develop their skills and knowledge. The home has retained its full, permanent staff team and no agency staff are used. No new staff had been recruited and one staff member had been promoted to senior support worker. A variety of records and systems were examined, which were found to be maintained in good order. These included care plans, staff records, maintenance records, and medication. Four requirements were made at the last inspection and three were met. It was required at that inspection that an Action Plan was provided for the bathroom to be refurbished. This has not happened and this requirement is repeated. The kitchen is also in need of improvement. Although the budget for this work has been agreed, it needs to be demonstrated that this work will be carried out within a reasonable timeframe. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 6 What the service does well: What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2, 5 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The documentation is in place for supporting people to know about the home and its facilities. Visual procedures are available should these be required. As there have been no vacancies, the assessment procedures have not been used and so could not be assessed. EVIDENCE: There is suitable documentation in place to assist people using the service, or their representatives, to know about the home’s facilities or to make a decision about living in the home. All of the men have lived in the home for more than eleven years. As no new service users have been admitted since then, the assessment procedures could not be assessed. However, they are in place should they be required. The requirement for the Contract/Statement of terms and conditions has been completed. None of the people using the service could sign these but their families have been involved in doing so. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7, 9 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. While there can be very limited involvement from the people living in the home into the compilation of the care plans, the staff have used their knowledge of them to provide person-centred care plans and assessments. The care plans are being improved with the use of visual aids. Regular reviews are held, with families and professionals involved. A team of permanent staff has helped to support the improvement in communication skills of the people using the service. EVIDENCE: All of the care planning files for the people in the home were examined. There were three files for each resident, one for social needs, one for health needs and one with new visual care plans which is called a “communication passport”. Although there would be limited input and understanding by the people living in the service, these are a useful tool for staff to understand the needs of the residents. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 10 The staff continue to concentrate on improving the daily lives of the men who live in the home. A key worker system is in operation and each of the men has two key workers to help plan their support and reviews. The Registered Manager encourages staff to take on responsibilities, both to benefit the residents and for their own development. Two of the men rely completely on non-verbal communication and one person now has a small vocabulary of words which staff encourage him to use. The confidence of the men has increased, with all taking a more active role in indicating what they wish to do. All of the men need support with all aspects of their daily living and need to be accompanied at all times. They are encouraged to help, in small ways, around the home and were seen to do so. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16, 17 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The home actively promotes the residents to have a good quality of life, encouraging them to widen their interests and independence. The people using the service have been given opportunities for outings and holidays. Wherever possible, their skills have been developed. Contact is maintained and promoted with all of their families. EVIDENCE: All of the people using the service attend the Milbury Day Centre for a variety of activities. One person has progressed from not going to the Centre at all, to going out for drives with them. Another person used to attend the local college but the courses have ceased for people of his age and there is not, at the present time, any replacement available. The staff have found a club in Richmond which two of the men are enjoying attending and photographs were seen of this. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 12 Each person has a programme of daily activities which includes outings, visits to and from family members, and outings in the community. All three men had recently been on holiday, to Dorset or to Norfolk, and the many photographs evidenced enjoyable holidays. One person had, for the first time, been on, and queued for, a fairground ride, and staff were very proud of his achievement. He also enjoys regular visits to McDonalds and indicates when he wishes to go to the shops. There are limited entertainments which can be enjoyed in the home because of the disabilities of the men, although one of the men likes to have a radio, and the television, on for most of the time. One person likes to look out of the window. Wherever possible, staff encourage them to help around the house. Staff showed an awareness of the wishes of the residents and there is a good rapport. Four of the staff have been in the home for several years and this continuity has assisted the developments that have taken place. Over the last few inspections, real progress has been made with the communication of the men, which is a credit to the staff team. A varied menu has always been provided, with staff cooking the meals that they know the men enjoy. One low cholesterol diet is catered for but there are no specific cultural diets required. There is now a board with photographs of the meals for the day and one of the men is encouraged to change the photographs. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19, 20, 21 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People have their health and medical needs met by regular visits to the medical professionals and are supported to maintain good health, even in difficult circumstances. The medication administration is well maintained. Staff demonstrated a good awareness of the health needs of the people living in the home. EVIDENCE: All of the people using the service require support with all aspects of the personal care, medication and to have their health needs met. A health file is kept for each person and details of all the visits made, with a schedule to show when the last visit to a service was made. People are taken to the services, wherever possible. Staff said that all of the men are in basic good health. It can be difficult, on occasions, to get the men to accept medical tests and treatment. One person was assisted with trips to the dentist and a letter to compliment the staff on their perseverance with the person was received from a relative. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 14 It would not be possible for the residents to self-medicate, because of their disabilities. A 28-day blister pack system is used. The pharmacist had visited recently and found the medication is good order, as it was found on the day of the inspection. Because the men would not be able to make decisions about their individual wishes with regard to dying or serious illness, their families have been asked to provide this information and this was seen in the files examined. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22, 23 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The residents have family members to support them should a complaint be necessary. The staff are trained in adult protection. EVIDENCE: There have been no complaints made and complimentary letters were seen from families. None of the residents would be able to make a verbal complaint, but all have families who could do so on their behalf. There have been no adult protection issues raised in the home. The Registered Manager is an adult protection trainer and has a good awareness of the procedures. She is intending to update the training for the staff team in the near future. At the last inspection, a new system for managing the money for the residents had been introduced. None of the men would be able to handle their own finances. Any expenditure on behalf of the service users is paid from the home’s petty cash account and is reimbursed, by the London Borough of Hounslow, to Milbury’s head office. Larger sums, such as those for holidays, are requested through the Borough. The Registered Manager confirmed that the same system remains in place. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24, 25, 26, 27, 28, 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home provides a physical environment that is suitable to meet the needs of the persons living there and it is clean, tidy and pleasant. Work is required in the bathroom and kitchen and the budget has been agreed. It needs be demonstrated, however, that the work will be carried out within a reasonable timeframe to stop further deterioration. EVIDENCE: The home is pleasantly furnished and staff undertake the cleaning and maintenance of the home and garden. There is one domestic help employed, who lives in another Milbury home, who is provided with therapeutic earnings. The communal lounge, dining room and residents’ rooms are all furnished appropriately and meet the needs of the residents. There are displays of photographs of the residents’ activities. Although there is limited input from the people living in the home, with regard to personal choice, an individualised personal space has been provided. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 17 The bathroom has been in need of refurbishment for sometime and an Action Plan was required in June 2006 for this work. No further work on the bathroom had taken place but the Registered Manager reported that Milbury have now agreed the budget. Some of the kitchen cupboards doors are damaged and the replacement of these has also been agreed. The Registered Providers need to ensure that this work is carried out in the near future to ensure that the staff can maintain a good level of cleanliness and hygiene. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34, 35, 36 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 full staff team, providing consistent support to the people living there. No agency staff are used. Staff are encouraged to undertake training, with the opportunity to undertake National Vocational Qualifications. EVIDENCE: The Registered Manager manages both 231 and 233 Spring Grove Road, in addition to some supported living units. She has a Deputy Manager to assist her with this. The people in the service are supported with sufficient staff to provide one-to-one support throughout the day and evening shifts, with two staff in the home at night. There have been no changes in the staff team and one staff member had been promoted to senior support worker. This has provided a good level of consistency. All of the records which were examined provided evidence that they are maintained in good order. Supervision is being carried out on a regular basis and a schedule is in place to verify this. Regular staff meetings take place. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 19 The Registered Manager has a comprehensive training schedule, showing upto-date staff training. A new training system is to be introduced, using a laptop computer. The Registered Manager had only just taken receipt of this and had not received training to use it. It was not yet clear how this would work in conjunction with conventional training systems. One staff member has a National Vocational Qualification Level 3 and two staff were in the process of competing it. There other staff are in process of undertaking their National Vocational Qualifications. It is planned that the staff records will be held centrally at Milbury’s regional office in Henley. However, they were still available in the home for examination and a sample was seen. As there had been no staff recruited since the last inspection, no files for newer staff could be examined. In lieu of the records, it has been agreed that a system of “pro-formas” will be kept in the home which will be required to contain all of the information necessary under the Care Home Regulations 2001 for recruitment and employment. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 20 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 38, 39, 41, 42 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 record keeping, which allows the staff to spend their time is supporting the men living there. The Registered Manager has the required level of training, experience and competence to manage the home. The Registered Manager and the staff team promote the rights of the people living in the home. EVIDENCE: The Registered Manager is qualified to National Vocational Qualification Level 4 and has the Registered Managers Award. She has been manager of the home for nearly four years, during which time there have been many improvements to the support of the men living there. The home has provided and good quality of life for them, and the staff have benefited from being encouraged to take up training and improve their skills. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 21 Quality assurance reviews take place, and the last one was seen. These are not in a user-friendly format. The production of an easier to read report would be a useful for relatives and other representatives to understand how the home is developing. The items on the quality assurance report are scored and, while most were marked highly, the environment scored less. There was no action plan arising from this to show how improvements would be made and this should be part of any quality assurance process. The problems with the hot water, which was too hot, which were recorded at the last inspection, have been resolved. The records demonstrated that staff have been taking the hot water temperatures regularly and they are within the safe limits. A sample of the other records were examined, including the fire records and were found to be in order. The fire extinguishers were serviced in September 2006 and the fire alarms in February 2007. The last health and safety check of the home was in July 2007 and a member of staff carries these out monthly. An Environmental Health Officer visited in April 2007 and there were no requirements or recommendations. The staff have produced excellent visual aids for use in the home, but these have had to be completed on the Manager’s computer as the home does not have one. It has been a long standing recommendation that the home is provided with a computer as the residents’ lack of verbal communication skills makes the use of photographs and other visual aids a way of improving communication. Access to the Commission for Social Care Inspection, and other websites, would also assist the staff and management to keep up-to-date with social care changes. It is strongly recommended again that the Registered Providers supply a computer to the home. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 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 3 2 3 3 X 4 X 5 3 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 2 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 3 35 3 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 3 X LIFESTYLES Standard No Score 11 X 12 4 13 3 14 X 15 4 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 3 3 3 3 X 3 3 X Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 23 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 YA27 Regulation 23 (2) (b) Requirement An Action Plan is required for the refurbishment of the bathroom and kitchen which must take place within a reasonable timescale. Timescale for action 30/09/07 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard YA12 Good Practice Recommendations That the provision of a computer for the home should be considered for providing visual information for the people living in the home and to keep staff up-to-date with social care. Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection West London Local Office 11th Floor, West Wing 26-28 Hammersmith Grove London W6 7SE National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Spring Grove Road, 233 DS0000022907.V338002.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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