Inspection on 15/08/07 for The Branches

This inspection was carried out on 15th August 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. 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

The Branches 13/07/06

The Branches 27/10/05

The Branches 12/04/05

The Branches 24/09/04

The Branches 29/04/04

Similar services:

Turret Villa Retirement Home

Moor House

Mendip House

Beaconsfield Court Care Home

Little Sisters Of The Poor

Manor House

Middleton Hall Ltd

Middlesbrough Intermediate Care Centre

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

CARE HOMES FOR OLDER PEOPLE The Branches Springwell Road Jarrow Tyne And Wear NE32 5TQ Lead Inspector Eileen Hulse Unannounced Inspection 08:45 15 & 24 August 2007 th 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 The Branches DS0000000244.V348493.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. The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Branches Address Springwell Road Jarrow Tyne And Wear NE32 5TQ 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) 0191 489 1208 0191 489 1208 Mr Abdul Majeed Khan Mrs Eileen Cromar Care Home 24 Category(ies) of Dementia (6), Dementia - over 65 years of age registration, with number (6), Old age, not falling within any other of places category (24) The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. No more than 6 service users within the DE and DE(E) categories can be admitted at any one time. 13th July 2006 Date of last inspection Brief Description of the Service: The home is registered for 24 places and currently provides service for 2 people under 65 with dementia and 4 people over 65 with dementia. The home is not registered to provide nursing or intermediate care. The Branches is a large established property that has been converted into a care home, offering personal care for up to 24 older people. The home is located in a central position close to local amenities, with the added benefit of a large garden area that offers seclusion and privacy. All bedrooms are single rooms situated on two floors, and there are toilets and bathrooms situated throughout the building. There are no en-suite toilet facilities in the home. The living areas are spacious and present a homely atmosphere, and there are ample car parking spaces to facilitate easy access. There is a large well maintained garden to the front of home overlooking the Springwell Park. The home has a friendly comfortable environment and the weekly fees are £355:00 to £365:00 per week depending upon care needs. Additional charges are made for hairdressing, personal items and newspapers. The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. Before the visit: We looked at: • Information we have received since the last visit on 13th and 14th July 2006 • How the service dealt with any complaints & concerns since the last visit • Any changes to how the home is run • The provider’s view of how well they care for people • The views of people who use the service & their relatives, staff & other professionals The Visit: An unannounced visit was made on 15th August 2007 and a further visit was made on 24th August 2007 to complete the visits. During the visit we: • talked with people who use the service, relatives, staff, the manager & visitors • looked at information about the people who use the service & how well their needs are met • looked at other records which must be kept • checked that staff had the knowledge, skills & training to meet the needs of the people they care for • looked around the parts of the building to make sure it was clean, safe & comfortable • checked what improvements had been made since the last visit We told the manager and provider what we found. What the service does well: The staff team are friendly and welcoming and provide a good level of care and support to the people who live in The Branches. Service users and their families made many positive comments about the home, the staff and the service they receive. Good healthcare arrangements are in place that makes sure service users can access healthcare professionals such as District Nurse, Optician, and Dentist and can visit for hospital appointments with staff support. Service users were very positive about the meals they receive in the home. And comments were made such as: ‘The meals are grand in here’ ‘The cook makes sure we have anything we want to eat’ ‘I have never had a bad meal yet and I have been here a long time’ The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 6 The building is clean and well maintained and the house is set within well maintained secluded gardens. 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. The Branches DS0000000244.V348493.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 The Branches DS0000000244.V348493.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. JUDGEMENT – we looked at outcomes for the following standard(s): 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 uses a good assessment process prior to admission and this ensures the home can meet the care needs of prospective service users before the person moves into the home. The home does not provide intermediate care. EVIDENCE: All service users have had an initial assessment completed and part of the assessment process involves a pre admission visit to the service users home or hospital by the home’s Manager to complete an assessment that will determine if the home can meet all of the persons care needs. Prospective service users are also given the opportunity to visit the home with their families and friends or to stay for a meal with other service users living in The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 9 the home as part of the assessment process. Following the visits the service user is then contacted to arrange an admission day that is suitable to them. In discussions with service users and their relatives, they made the following comments: ‘It’s very nice here but I would have liked to stay at home but I couldn’t manage’ ‘I came here twice to see the home before I chose to come here’ ‘We were given a fair choice of homes to look at for my (relative) and looked at a number of them before my (relative) made any choice’ Respite care is available whenever the home has any vacant rooms. The Branches DS0000000244.V348493.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. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Service users individual care plans do not follow the guidelines of the Data Protection Act and they do not include sufficient information that will ensure the care needs are being met. Service users dignity and privacy is well maintained and they have good access to healthcare facilities, however, the medication processes are not well managed and therefore do not ensure medication is administered safely. EVIDENCE: All service users have a plan of care that is followed by staff in order to meet the care needs. Some of the care plans looked at do not contain enough information and the care plans are all held on one file. This practice does not meet the Data Protection Act guidelines. All service users information is stored in various other areas making it difficult for staff to access information. The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 11 Each care plan includes the identified need, the aim or objective and the action to be taken by staff, however, all the care needs are recorded on one page and do not give staff any detailed guidance. One care plan stated (name) is a diabetic, controlled by diet but it does not tell staff how this need is to be met and what (name’s) dietary needs are. Another care plan states (name) displays inappropriate behaviour but gives no guidance to staff on how this is to be managed and monitored and no information is recorded whenever this behaviour takes place. The care plans are not monitored or evaluated to show of any changes within the care plans or to evaluate if the plans are working. The home continues to use daily report records to record any changes, risk assessments and in some cases shows personal details. This kind of record is not necessary and does not conform to the Data Protection guidelines or respect the dignity of service users. Some risk assessments are located within the care plans but they contain only limited information and do not inform staff how the risk can be managed. There is a risk assessment for a person to have bed rails but there are no details recorded, such as signatures or dates and the person has not been assessed by the community nursing service to be able use them. The home uses a Nomad monitored dosage medication system and these are delivered to the home from the pharmacy on a monthly basis. At the same time any unused or unwanted drugs are collected and returned to the pharmacy. MAR (medication administration record) sheets and the returned drugs book were signed and up to date and an audit of medicines held in the home was correct. However, during observation of medication being administered, the administration records were not signed and staff do not sign the records until later in the day. This is not good or safe practice. There is a medical fridge in use for medicines that need to be stored under certain temperatures and records confirmed temperatures are checked every day. Senior staff have recently completed the ‘Safer Handling of Medication’ at Newcastle College. Comments from service users and families included: ‘I have a bad leg but it’s improving, the district nurse comes in twice a week’ ‘I am kept informed especially if my (relative) needs to have the Doctor in’ ‘I have lived here nearly a year and have no worries especially if I am not feeling well’ The Branches DS0000000244.V348493.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. 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. Some social activities are made available to service users, however, they need to be improved to give service users more choice and a more stimulating and interesting lifestyle. Service users are offered and receive a varied, wholesome and nutritious diet and this helps to promote the well being of people. EVIDENCE: The home do not employ an activities coordinator and the activities that are currently offered are organised by the care staff for an hour everyday. On the day of the visit, the hairdresser arrived so no activities were organised but staff stated that board games and craft sessions are in place everyday. One lady went out to the local shops. Local community events such as shows at the local community centre are displayed in the home and service users are asked if they would like to attend them. Recent recorded activities included one lady visiting the local The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 13 hairdressers every week, another service user attends a weekly club outside of the home and the library visits every two months. Whilst talking to service users about activities in the home, comments they made included: ‘I fill my days doing word searches, jigsaws and Sodoku’ ‘I like to sit in the grounds, I love being outside’ ‘I’ve just been to my relatives for a week, I really enjoyed it but it was nice to get back home’ I’ve got a little job setting the tables, I read all day long romances are my favourite’ ‘It’s very pleasant here we get squirrels in the garden’ On the day of the visit, some service users were spending time in their bedrooms and other service users were sitting in lounges watching the TV or listening to music. There are no restrictions on visitors to the home and people spoken to during the visit were complimentary about the home and the staff team and comments they made included: ‘More than happy with the home’ ‘My (relatives) room is always clean and it strikes me everybody is well looked after’ ‘The atmosphere is good and people are friendly’ ‘Good staff team, if my other relative needed care, I would try to use this home’ During the visit, a meal was taken with the service users. The quality of the food is good and service users are able to choose options from the menu to make sure that likes and dislikes are taken into account when planning the menus. Service users were given help and support in a dignified and respectful way and they were given the time to enjoy their meal without being hurried.They were also asked if they wanted second helpings of food. Breakfast is available from 8am until 11am for all service users regardless of the help and support they require from staff. Service users chatted throughout the meal and some of the comments were: ‘I am not hungry I had a fried breakfast late on’ ‘We get a choice of meals everyday and the food is grand’ ‘I like my porridge and two bacon sandwiches every morning’ ‘The home is very good and the staff are very nice’ ‘The owner and manager are both very pleasant people and you can talk to them about anything’ ‘The cook looks after us and makes sure we get what we want’ The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 14 The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. 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. The home has an appropriate complaints procedure that is made known to service users and their families. However, more information needs to be recorded so that service users will be confident that any complaints will be dealt with satisfactorily. Adult protection procedures are good and help to protect service users should an abusive situation arise or be suspected. EVIDENCE: The home has a complaints policy and procedure that is available to anyone who has a concern or complaint about the service. Discussion with the Manager confirmed that not all complaints are recorded and the records do not detail how the complaints are dealt with and if the complainant is satisfied with the outcome. Service users stated they were aware of the complaints process and their comments included: ‘I love living here and have no complaints at all’ ‘If I had a complaint I would go to the one in charge’ ‘Everybody is very good so is the Manager and the owner, If I wasn’t happy I would see one of them’ The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 16 Comments from relatives included: ‘I cannot imagine ever having to make a complaint my (relative) is perfectly happy here’ ‘I have never had to complain but I have been told if I am not happy to see the Manager’ ‘The Manager has time for every service user in the home it doesn’t matter who they are’ The POVA (Protection of Vulnerable Adults) procedures are in the home and accessible to the staff and eighteen members of staff have received protection of vulnerable adults training from the Local Authority. In the last two years there has been one POVA investigation and records showed this was dealt with satisfactorily. A handbook on POVA has been given to all staff employed in the home as a reference guide. The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 and 26 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 good standard of accommodation and this offers service users a comfortable, homely and safe place to live. EVIDENCE: The Branches is a large converted building offering comfortable accommodation in a homely setting surrounded by well maintained gardens. There are a variety of communal areas that gives service users some choice where they prefer to spend their time. As the house is an older converted building, bedrooms are not uniform and are decorated individually. Service users are able to bring with them some items of furniture from home and rooms displayed family photographs and personal possessions. The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 18 Some improvements have been made to the home. The upstairs toilet facility has had the flooring retiled and the walls have been re-plastered and decorated, the upstairs bathroom has been cleared of storage and is now used as an alternative choice of bathroom. All staff employed by the home receive ‘Infection Control’ training as part of their induction programme. Domestic staff keep the home at a good standard of cleanliness and free from odours. The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has good staffing levels and staff receive good levels of training to provide them with the knowledge and skills to ensure that people are cared for efficiently and effectively. Service users are protected by the home’s recruitment procedures that are implemented to a good standard. This ensures the right staff are employed. EVIDENCE: The duty rota reflected the numbers of staff on duty on both days of the visits and the numbers were adequate to meet the current needs of service users living in the home. Staff on duty included the Manager, one senior and two care staff. The home has a policy and procedure on staff recruitment that is used when recruiting prospective staff. However, the Manager carries out interviews alone and during the visit it was advised that she should have another senior member of the staff team present. The Manager was able to explain in detail the process that is used from sending out an application form to the letter that tells prospective staff if they have been successful in gaining employment. Staff do not commence The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 20 employment until a criminal records bureau check has been completed. The home employs both male and female staff so that service users have the choice of staff to deliver their personal care. Inspection of the staff files of the two most recently recruited staff was carried out. Both of the files were up to date and well maintained and all the necessary documentation in place including photocopies of staff ‘s personal information. The home has a staff training matrix but this is two years out of date and the completed areas do not have dates stating when the training has taken place but in discussion with some of the staff they stated they get ‘good training’ and attend a ‘number of training courses’. Eight care staff have achieved NVQ level 2 or 3 qualifications and the home have now achieved 50 of the staff team with a care qualification. The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 and 38 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. A person who is appropriately qualified manages the home. However, a quality assurance system has not been developed and records of service users personal financial transactions are not always kept by the home. Due to the lack of these systems, the home cannot monitor the quality of the service provided and service users finances are not kept safe. Some staff practice was observed that could pose a risk to the health and safety of service users and therefore they are not protected. EVIDENCE: The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 22 The current Manager of the home has been employed in the home in various posts since 1991 and was registered as Manager in 1995 and has experience of working with this service user group. She has recently updated her knowledge and skills by completing a distance-learning course in dementia. Other recent training includes ‘safer handling of medicines’ and Infection control’. Although she receives regular supervision from the provider this is not recorded. Service user meetings are held but these are infrequent, the last recorded minutes are 22/8/05 and 23/5/07 and staff meetings are also rarely held with the last recorded minutes dated 2003. Staff supervision records date to the early months of 2007. Some of the service users have their financial allowances held by the Home for safekeeping and are dealt with by the Manager. All service users financial transactions are located within one book, which does not follow Data Protection Guidelines. Receipts are not numbered to correspond with the transactions recorded. R ecords are only signed by one person and some money is held for safekeeping for service users that is not entered into any record. An audit check of the money held was correct, however, there are large amounts of money being insecurely stored and this was discussed with the Manager as service users do not have individual bank accounts. During the visit some staff practice was observed that does not protect service users. Staff were observed to drag lift a service user into a wheelchair. This is banned practice and the Manager should access moving and handling training for the staff team. Furthermore all records were not signed at the time of administering medication to avoid medication errors. The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 23 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 X X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 2 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 2 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 2 X 2 X X 2 The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 24 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 OP7 Regulation 15 Requirement The care plans need to contain more information and need to be monitored and evaluated on a regular basis The policy for the administration of medication must be followed at all times The activities must be improved to provide variety and to suit service users preferences All complaints received must be recorded with detailed information and timescales The home must have a quality assurance system implemented to measure success of the service Timescale for action 01/12/07 2 OP9 13 01/12/07 3 OP12 16 01/12/07 4 OP16 22 01/12/07 5 OP33 24 01/12/07 6 OP35 20 Service users finances must be protected at all times and records must be in place, up to date and maintained 01/12/07 The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 25 7 OP36 18 All care staff must receive at least six supervision sessions per year and appropriate records kept Moving and handling training must be accessed for the staff team 01/12/07 8 OP38 13 01/12/07 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 2 Refer to Standard OP29 OP30 Good Practice Recommendations The Manager should consider having an interview panel of at least two people The staff training matrix should be up to date to ensure all staff receive an adequate amount of training and the required mandatory training The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Darlington Area Office No. 1 Hopetown Studios Brinkburn Road Darlington DL3 6DS 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 The Branches DS0000000244.V348493.R01.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!