Inspection on 09/08/06 for St Raphaels Nursing Home

This inspection was carried out on 9th August 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Good. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

St Raphaels Nursing Home 06/09/07

St Raphaels Nursing Home 09/01/06

St Raphaels Nursing Home 05/07/05

St Raphaels Nursing Home 01/02/05

St Raphaels Nursing Home 15/07/04

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

CARE HOMES FOR OLDER PEOPLE St Raphael`s Danehurst Danehill East Sussex RH17 7EZ Lead Inspector Melanie Freeman Key Unannounced Inspection 10:00 9 and 18th August 2006 th 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 St Raphael`s DS0000014049.V305835.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. St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service St Raphael`s Address Danehurst Danehill East Sussex RH17 7EZ 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) 01825-790485 01825-790715 www.anh.org.uk The Trustees of the Order of St Augustine of the Mercy of Jesus Sister Mary Basil (aka Catherine Rath) Care Home 58 Category(ies) of Dementia - over 65 years of age (58) registration, with number of places St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. 4. 5. The maximum number of service users to be accommodated is fifty eight (58). That only adults with a dementia type illness are to be accommodated. That service users must be sixty five (65) years or over on admission. That a maximum of eight (8) service users with a learning disability can be accommodated, who can be aged below sixty five (65) years. That service users between the age of fifty five (55) and sixty four (64) years with a dementia type illness can be accommodated. 9th January 2006 Date of last inspection Brief Description of the Service: St Raphaels is a care home providing nursing and social care for up to fiftyeight people suffering with dementia. The home has a variation to their registration to accommodate 8 residents with a learning disability under the age of 65 who need care and support. The Trustees of the Order of St Augustine of the Mercy of Jesus are the owners. The organisation has other homes in East Sussex. St Raphaels is situated in extensive grounds near to the hamlet of Danehill. The nearest towns are Haywards Heath and Burgess Hill. The home provides twenty-eight single rooms and fifteen shared rooms. There are several lounges and dining areas. The chapel attached to the home is open to local residents. Set in landscaped grounds, there are attractive enclosed gardens as well as lakes and woodlands. Residents can access these safely. The home provides nursing care and support to residents who are both privately funded and those who are funded by Social Services. The home’s fees as from 01 April 2006 range between £550- £605 per person per week. Additional costs are charged for hairdressing (£5-£15 approximately), chiropody (£5 - £20), newspapers, clothing, dry cleaning specific toiletries and resident holidays. The homes literature states that one of its main aims is to provide unique high quality care, which enables individuals to lead valued and fulfilled lives with freedom to make choices. St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The reader should be aware that the Care Standards Act 2000 and Care Homes Regulation Act 2001 often use the term ‘service user’ to describe those living in care home settings. For the purpose of this report those living at St Raphael’s Nursing Home will be referred to as ‘residents’. This was a key inspection that included an unannounced visit to the home and a follow up visit made to the home by appointment. Contact was also made with resident’s representatives and visiting health and social care professionals following the visits to the home. The unannounced visit included a meeting with the deputy manager who facilitated the inspection process and received the inspector’s feedback at the end of the inspection. On the day of the home visit the inspector spent most of her time meeting with residents and their visitors, and observing practice in the home. A tour of the premises was undertaken and a range of documentation was reviewed including the homes statement of purpose and service users guide, care plans, duty rotas, medication records, and recruitment files. The care documentation pertaining to six residents was reviewed in depth along with a number of policies and procedures and records relating to health and safety. The inspector was able to eat a mid-day meal with the residents in the communal dining room during the unannounced visit. In addition service users surveys were received from 12 residents or their representatives along with 8 staff surveys. The information contained in the returned surveys has been incorporated into this report. What the service does well: The home provides both prospective and existing residents, with a good level of information about what services are provided. All feedback received about the home reflected a very high satisfaction with the care provided and the very caring approach of the nuns and all the staff. Staff were particularly complimentary about the training and the management of the home and the caring support provided to them from the senior nuns. Health and social care professionals and relatives also praised the home many calling the home excellent. Residents spoken to and spent time with were clearly having their care needs responded to in a supportive and caring way. St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 6 The care documentation was found to be informative and comprehensive promoting an individual approach to resident’s needs and their diversity. Staff were found to be professional and caring in their manner to residents handling situations caused by dementia with understanding and patience. The home has a relaxed feeling that is promoted by the nuns and staff; this allows residents to settle in an environment that they feel safe in. The quality and standard of the food and entertainment was found to be good and to provide choice and variety. St Raphael’s provides an attractive clean environment for residents and staff to enjoy. 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. St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 7 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 St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 3, and 6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home provides both prospective and existing residents, with a good level of information about the home, its facilities, services and the costs involved. The admission procedures ensure residents are suitably assessed prior to admission, by a competent person who ensures that the home admits only those residents who’s needs can be met by the home. EVIDENCE: There is a range of well-documented information about the home, the history of the order and the services it provides. This information is contained within the homes brochure that is provided to any prospective resident or their representative and displayed in the front entrance area along with the homes certificate of registration. St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 9 A review of the care documentation confirmed that pre-admission assessments are always completed by the homes manager or the deputy manager prior to an admission being agreed. This assessment is used to inform the care of residents and is incorporated into the care documentation following admission. Pre-admission assessments examined were found to be comprehensive and to take into account the needs of the residents and what the home can offer in order to meet these needs. Discussions with relatives confirmed that they were involved in the admission procedure all having visited the home and being consulted about the process. They also confirmed that they had made a positive choice when choosing the home and this had often followed a recommendation, one relative waiting a number of months for a vacancy in the home to become available before he could secure a placement for his wife. The home has a long waiting list and allows a 6-week trial period for all residents. Intermediate or rehabilitative care is not provided at St Raphael’s Nursing Home. St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Individual plans of care set out clearly resident’s health, personal and social care needs and care is delivered in such a way that promotes and protects the residents’ privacy, dignity and independence. Resident’s health care needs are met with good safe systems for medicine management and with the support and advice of community health care professionals. EVIDENCE: The care documentation pertaining to six residents was reviewed as part of the inspection process. This demonstrated a systematic approach to the planning of care that included very individual plans of care that provide very clear guidance to staff on how to meet the residents varied individual needs. St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 11 All care documentation is completed on the computer and this system works alongside hard copies of the care plans which, are updated regularly or as care needs change. This enables staff to access up to date plans of care even when the computer is being used. Evidence that monthly evaluations are completed and daily records are made and retained on the computer and were accessible to the inspector during her visit. Residents and representatives are involved in the planning of the care and sign to say they are in agreement with them when appropriate. It was clear from observations and document review that residents were receiving a good standard of care with the involvement of community health care professionals and regular input from the local GP, who visits routinely on a weekly basis, ensuring all residents health is reviewed regularly. The inspector was able to meet with this GP who confirmed a high satisfaction with the care provided in the home and the quality and knowledge of both the qualified nurses and care staff working in the home. Staff interviewed all had a good individual knowledge of residents needs and had a very sympathetic and kind approach to residents that respected their privacy and dignity. Many of the residents have varying and complex needs and it was noted that these are responded to with appropriate nursing and personal care tailored to meet their needs with the use of appropriate equipment as needed. Staff were also seen to respond to residents sometimes challenging behaviour in an understanding and professional manner. All feedback received from residents, relatives and visiting professionals was very positive and the comments included ‘my mother feels completely safe, happy and cared for’, ‘St Raphael’s provides a loving, caring and respectful environment for my mother, her health has improved in several ways since her admission’, ‘god bless all who give their kindness to all of us in need, not only medical but personal’. Records and practice seen confirmed that medicines are well managed with safe practices being followed. St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Social activities in the home provide a varied provision and social links are well maintained. The provision of meals ensures residents have a well balanced diet that they enjoy and resident’s choices are respected. EVIDENCE: Various forms of activity and entertainment is provided by staff and visiting entertainers and therapists. The eight residents with a learning disability have well-developed opportunities for social activity and this has also included a summer holiday for all of them at a Bognor Regis holiday camp. They all expressed how much they had enjoyed this holiday to the inspector during her visit to the home. Staff were seen to spend individual time with residents walking with them chatting and signing. On speaking to residents and visitors it was clear that visiting is very positively encouraged with no restrictions being imposed. Many visitors spend a great deal of time in the home and they confirmed that they were also made to feel very welcome. St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 13 There is a daily mass, held in the chapel on site with provision made for all who wish to attend; residents from the local community are also encouraged to attend. The care documentation promotes the individuality of residents and provides information to staff on how to encourage residents with making choices and maintaining their independence. Residents were seen to have their diversity respected for example residents are asked if they have a preference in respect of male/female carers. The inspector ate a midday meal with the residents in the very attractive ground floor dining room. The meal provided was found to be well presented and to have a good taste. The dining experience was very pleasant with catering staff providing a choice with the meals and serving the meals from a heated trolley. A care staff member was in attendance and ensured any assistance needed was given and that residents had drinks. Residents and visitors complimented the food and their comments included ‘I can have a meal anytime I want’, ‘The home provides a good varied and healthy diet sometimes my mother has special evening meals cooked for her’, ‘the food is so well prepared and presented so pleasantly’. St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Procedures and practices in the home ensure that complaints made are managed appropriately, with residents and representatives being confident that they are listened to and responded to. EVIDENCE: The home has a detailed and clear complaints procedure in place. It gives clear guidance with regard to how a complaint can be made and how the complainant can expect it to be dealt with. The complaints procedure is available in the homes brochure and all staff and visitors felt confident that if they raised a concern this would be listened to and responded to appropriately. There were records in the home that confirmed that any concerns raised are responded to quickly investigated as necessary and responded to effectively. Records held confirmed that staff have regular training on adult protection issues, however it was noted that old policies and procedures were in the training file and it was not clear if the recent training was based on the new policies and procedures. This was discussed with the deputy manager who was confident that the new training was in accordance with the revised procedures and replaced the old ones. Staff interviewed had a very good understanding of what constitutes abuse and what action would be taken in response to an allegation or suspicion of abuse. St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 20, 24 and 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. St Raphael’s nursing home has been well adapted and the physical standards throughout are very high ensuring that residents live in a spacious, clean, comfortable and safe environment. EVIDENCE: St Raphael’s is an attractive country house that has been extensively upgraded and adapted for its present use. The home is well maintained and provides facilities and living space sufficient for the residents accommodated. Level access is made available by a passenger lift and the grounds are accessible to wheelchair users. During the inspection visit it was noted that the gardens are well used with attractive seating areas and a courtyard area with a bird aviary. All external doors are accessed via number lock to ensure safety. St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 16 The home is well equipped with mobility aids and provides room for the movement of residents safely. During the inspection staff were also seen to be using hoists appropriately. Residents are provided with environmental adaptations and disability equipment that meets their individually assessed needs. Each bedroom is very individual with resident’s personal items and furniture. All areas of the home were found to be clean and staff had a good understanding of infection control practice. It was however noted that some washing up is completed by staff on the first floor by hand rather than being cleaned thoroughly in a dish washer. Contact made by the responsible individual following the inspection advised that although hand washing of dishes and cutlery is completed all washing up is placed in a dishwasher. St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Staffing numbers and skill mix provides a competent and well-motivated staff team that meets residents health and personal care needs with a commitment to staff training. The homes recruitment procedures followed were found to be robust. EVIDENCE: St Raphael’s has resident accommodation over three floors and a total of 58 residents living in the home at the time of this inspection. The second floor accommodates the eight residents with learning disabilities and this is paired with the ground floor for staffing purposes, and the first floor is staffed separately. Staffing levels observed during the site visits were found to be appropriate to meet the needs of residents with a registered nurse allocated to each of the two areas of the home, providing direction and supervision for all nursing care provided. Records held by the home confirmed that these levels are maintained over the week. The feedback received from residents, relatives and care professionals as part of this inspection was all positive and comments received about staff included ‘I am happy with my mothers care and feel the staff are excellent and caring’, St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 18 ‘the sisters and staff are all kind to me’, ‘very attentive and sensitive staff’, ‘excellent staff and excellent care’. The recruitment practice and records were inspected for four staff members and were found to be comprehensive and clear. Staff training is given a high priority with a comprehensive induction programme that includes the mental health needs as well as physical care. Subjects include Protection Of Vulnerable Adults, Dementia, Communication, Moving & Handling, Personal Needs, Code of Practice for Social Care Workers and Infection Control. Staff spoken to confirmed that staff training was well promoted and all staff receive the required training. Staff training is co-ordinated by a designated nun and training schedules were available for review. A training record file identifies which staff attended the training however records held within individual files were not complete and did not fully demonstrate the training completed. The inspector discussed the possible advantages of using a training matrix to record and plan the required training. Staff training is ongoing and the home continues to work towards having 50 of the carers qualified at National Vocational Qualification level 2 in care. St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 and 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The management of the home encourages an open, relaxed, homely and caring atmosphere where care staff are suitably supported and guided. Quality assurance measures allow for residents and representatives views to be taken in to account. Systems are in place to ensure resident’s monies and health and safety issues are well managed. EVIDENCE: The management team includes departmental managers for personnel, health and safety and finances, the registered manager has a responsibility for care with the support of the deputy manager. St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 20 The home manager is a registered nurse with extensive experience in caring for residents with a dementia-type illness. She is completing an NVQ in management at level 4. Discussions held throughout the inspection process identified that the manager and her deputy are held in high regard and that they have a close and caring relationship not only with the residents but also with relatives and staff. Staff spoken to said how much they enjoyed working at St Raphael’s and that they were well supported and cared for by the nuns working in the home. Records seen demonstrated that resident’s monies held by the home are well managed. All residents with a learning disability hold their own personal allowance and have secure storage areas in their own rooms. The home has developed a quality assurance system, which uses questionnaires and takes into account the views of residents, relatives, representatives and health care professionals. The questionnaires are audited but not fully reported on and ways of improving this system were discussed with the deputy manager. The manager is also completing a full audit of the home for quality reviewing purposes and regular staff meeting are held and minuted. All records seen in respect of health and safety in the home were full and accurate. St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X 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 3 X X X 3 X X 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 3 X 3 X X 3 St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 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. Refer to Standard OP8 Good Practice Recommendations That up to date relevant information from the Department of Health is obtained regarding seeking consent from a person with a dementia or mental disorder and acting in their best interests where it is deemed that they do not have capacity. Care plans and risk assessments must be adjusted accordingly. That clear guidance is in place for all medicines that are prescribed on a ‘as required’ basis. That all cutlery and crockery is washed in a dishwasher. That a minimum ratio of 50 care staff have obtained NVQ level 2 in care by 2005 That a colour photograph is kept on file for each employee. That a training matrix is used to record and plan staff training. That the results of residents’, relatives’ and visitors’ questionnaires are analysed and made available to all DS0000014049.V305835.R01.S.doc Version 5.2 Page 23 2. 3. 4. 5. 6. 7. OP9 OP26 OP28 OP29 OP30 OP33 St Raphael`s interested parties in a format that is easy to read and understand. That staff surveys are used to inform the home’s quality review. St Raphael`s DS0000014049.V305835.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection East Sussex Area Office Ivy House 3 Ivy Terrace Eastbourne East Sussex BN21 4QT National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI St Raphael`s DS0000014049.V305835.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. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. 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