Inspection on 15/06/06 for The Haven

This inspection was carried out on 15th June 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

The Haven 15/06/07

Similar services:

Townley Road, 2-3

Foxley Lane (121a)

Tudor Lodge

Stacey Street Nursing Home

Delrose House Ltd

Clovelly House Residential Home Ltd

Abbey Road [53]

Cherry Tree House

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

CARE HOMES FOR OLDER PEOPLE The Haven 58 Sherwood Way West Wickham Kent BR4 9PD Lead Inspector Wendy Owen Key Unannounced Inspection 15th June 2006 10:00 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 Haven DS0000066684.V297231.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 Haven DS0000066684.V297231.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Haven Address 58 Sherwood Way West Wickham Kent BR4 9PD 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) 020 8777 3218 thehavenhome@hotmail.com Mrs Marie Yolande Thamiandy Garjah Mr Jean Sylvio Garjah Ms Ruth Marie Fortune Care Home 6 Category(ies) of Mental Disorder, excluding learning disability or registration, with number dementia - over 65 years of age (6) of places The Haven DS0000066684.V297231.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 16th February 2006 Brief Description of the Service: The Haven has been established since 1996. It has recently undergone a change of Providers. It is registered as a care home for six older people, male or female with mental health difficulties. The Haven provides twenty-four hour support to the service users to enable them to live as independently as possible in the community. The home itself is a two storey semi-detached building located in a quiet residential road close to West Wickham town centre. The private accommodation is located on the two floors and, due to the stairs, the home may be partly unsuitable for those individuals with mobility difficulties. There is a small staff team, which includes a Registered Manager (previously one of the Providers) who is also part of the care team and care staff. There are no ancillary staff. The Haven DS0000066684.V297231.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 over the course of one day lasting five hours. The visit included a tour of the premises; viewing of records and discussions with residents, staff member and the Provider. The inspection also included feedback from residents, What the service does well: All feedback from residents and relatives showed a good standard of care provided. All the residents were happy with one residents stating that she “Couldn’t ask for anything more.” The Haven provides a pleasant, homely and comfortable environment which values the individual. The home offers a relaxed environment with flexible routines and residents making choices on how they wish to spend their day. Residents and relatives felt that the home listens and takes on board any issues or concerns which they may have and tries to resolve them. There is a variety of food provided chosen by the residents through regular discussions and meals are taken in pleasant surroundings at a relaxed pace. The home undertakes assessments and provides residents with the opportunity to visits the home before any decisions to admit are made. Care plans are developed from the assessments provide basic information regarding the individual’s needs. All residents are provided with contracts detailing terms and conditions and fees to be paid. The home has had a consistent workforce over the last few years with the only changes being new providers and one new member of staff. Feedback from relatives, residents and other professionals showed staff to have a good attitude and approach. The home maintained good records regarding the healthcare needs of individuals and accessing healthcare. Feedback from a healthcare professional The Haven DS0000066684.V297231.R01.S.doc Version 5.2 Page 6 was equally positive about the care provided stating that they had “seen the changes in her resident from before and after admission.” Staff are aware of and recognise the signs and symptoms of deteriorating health and will communicate these changes to the healthcare professional. Medication practices were also good. The home is safe and well maintained with the required checks and servicing of equipment carried out regularly. What has improved since the last inspection? What they could do better: With the change in Providers and the separation of the managerial role, the Providers are expected to undertake monthly Regulation 26 visits. These have not yet been undertaken. The staff roster needs more clarity with full names and designation of the staff and must include a separation of the hours spent by the Manager in undertaking care duties and managerial duties. There is also a need to ensure there is full information available to prospective residents in the form of a comprehensive Statement of Purpose and Service Users Guide. Recruitment checks need to be more robust by carrying out all the checks required by the Regulations and policies and procedures. Policies and procedures in relation to the recruitment of staff and the protection of vulnerable adults also require improvement to ensure residents are safe and fully protected. Whilst the Manager undertakes consultation with residents about the quality of care. This must be developed further to ensure any areas for improvement are The Haven DS0000066684.V297231.R01.S.doc Version 5.2 Page 7 identified and an action plan produced on how these shortfalls are to be addressed. 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 Haven DS0000066684.V297231.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection The Haven DS0000066684.V297231.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 1,2,3 & 5 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Prospective residents have basic information provided about the home and the pre-admission procedures ensure the appropriateness and suitability of the placement. EVIDENCE: The home has produced a Statement of Purpose and Service Users Guide. These are very basic and need to be updated and include more details. The Provider said that, this is currently being undertaken, by the Manager and new Provider. (See requirement 1) Residents are provided with contracts on admission and all written feedback said that they had received enough information prior to admission, with evidence that the residents have the opportunity to visit before moving in. There was evidence of assessments taking place and that the home obtains information from Care Manager or NHS professional. The Haven DS0000066684.V297231.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 & 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The residents’ health needs are met and there is adequate information to ensure staff provide the care and support residents require. EVIDENCE: The Inspectors viewed two residents’ files and both were found to have care plan and related assessments. The care plans detailed some of the needs of the individuals but need to be improved to cover areas in more specific details, such as assistance required due to an individual’s arthritis, mobility issues, as well as the mental health issues, such as signs and symptoms of depression ie what should staff look out for and relapse and crisis information. All health, social and personal care needs must be included in the plan of care. Regular reviews were documented and residents had signed agreement to their plan of care but also had signed to show residents do not wish to keep a copy of their plan. (See requirement 2) It is evident from records that staff are providing a good quality of care and understand the residents needs. Supporting information confirm that residents healthcare needs are being met. On the day of the visit one resident was attending a hospital appointment and The Haven DS0000066684.V297231.R01.S.doc Version 5.2 Page 11 transport had been arranged. There was evidence of CPN; Psycho-geriatrician; chiropody; GP; DN and optician appointments and visits. Positive feedback was also provided from a CPN who visited the home regularly. However, the information was recorded in different areas. The inspectors suggest that the home uses one system such as the residents’ daily logs for the recording of information pertinent to them and should reflect care plan interventions as well as other information. The relatives’ and residents’ feedback provided positive outcomes in respect of ensuring the privacy and dignity of the people living there. The Haven has only one double room and discussion with one of the residents who shares the room shows this to be a positive choice. Medication practices were satisfactory and homely remedies policy are now in place. The Haven DS0000066684.V297231.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 & 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Meals are varied, healthy and nutritious and are taken in relaxed and comfortable surroundings. Activities are mainly provided outside of the home and the opportunities for providing a stimulating an motivating environment, whilst adequate, could be improved. EVIDENCE: Three residents attend a day centre either once or twice a week. Another goes out daily to local shops. There is some evidence of church services being attended and outings are now commencing which is good to see. The Provider told the inspector of recent visits to a local garden centre. One resident enjoys gardening and each year plants the garden pots up. These looked lovely- a job well done! She also enjoys knitting and going out with her daughter regularly. Others enjoy more solitary pursuits such as reading and TV and choose, for whatever reason, not to want to participate in community activities. The routines are relaxed. One resident had not ventured to the lounge until late morning and others were having a nap. Some feedback suggests that the home could encourage and motivate residents to be more independent and provide more outside activities. Being supported to make a cup of tea or a The Haven DS0000066684.V297231.R01.S.doc Version 5.2 Page 13 sandwich etc would be beneficial and therapeutic to some. Please see comments re staffing. (See recommendation 1 & 2) Many residents benefit from regular contact with family or close friends with the home ensuring relatives and other visitors receive a warm and friendly welcome into the home. Feedback from residents showed a positive outcome in relation to the meals provided. They are involved in the decisions about what they want to eat, with one resident saying that, if is not varied, this may be due to their choices. The menu choices appeared varied, healthy and nutritious with three residents stating that there is plenty to eat and good quality. Observations of the lunchtime meal demonstrated a relaxed and pleasant time. One resident who was going to hospital had a snack at lunchtime with a main meal provided later. The home has a Clean Food Award which demonstrates good practice. The Haven DS0000066684.V297231.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): 16,17 & 18 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Service users feel safe and listened to. However, formal processes need to be further developed so that the home’s procedures are available, understood and consistently applied. EVIDENCE: All residents are entered onto the electoral register. The complaints procedure in place and reflects recent changes in Providers and management. There are no complaints recorded in the complaints log-book. It would be difficult to determine how complaints would be managed if there was one made. One relative spoken to stated that she was happy with the home and would know who to complaint to but had not received any written information on this nor viewed it in the home. A copy of the complaints procedure is on display in the lounge. Three residents spoken to and the written feedback all suggested that the residents would not have any problems raising any issues as the staff were very approachable and kind. (See requirement 3) Adult protection procedures are currently being reviewed. The Provider and Manager must ensure that they reflect good practice and give guidance on types of abuse and what are staff responsibilities in dealing with allegations and incidents. Whilst it gave details of other agencies it did not contain information about the role of social services as the lead agency in co-ordinating The Haven DS0000066684.V297231.R01.S.doc Version 5.2 Page 15 investigations. The home did have a copy of the local inter-agency guidelines in relation to adult protection. This is used for further advice and guidance. The procedures should also clarify the actions the home would take if the allegations were substantiated. (See requirement 4) There have been no adult abuse investigations and relatives and a Care Manager are confident that this is due to lack of incidents rather than lack of understanding or reporting. The inspector had the opportunity to speak to one member of staff who had attended adult protection training and identified that she would report any incidents to Manager. Adult protection is also included in foundation and NVQ training. The Haven DS0000066684.V297231.R01.S.doc Version 5.2 Page 16 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): 19,20,21,24,25,26 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 well maintained, pleasant and homely environment. EVIDENCE: The Haven provides a very homely and comfortable environment. It is well decorated and maintained with furnishings and furniture of a good standard. Bedrooms are all personalised and bathrooms are adequate although the upstairs bathroom needs attention with most of the tiles on wall cracked. (See requirement 5) The home is also clean and fresh. The premises are equipped with some aids and adaptations although the Manager and Provider need to think about how the residents are ageing and the implementation of more aids and adaptations in the future. The Haven DS0000066684.V297231.R01.S.doc Version 5.2 Page 17 The gardens, in particular, the back garden provides a very pleasant extension to the building. There are a number of steps leading from the home to the garden area. There are hand-rails but the Manager and Provider must take note of the above comments as further aids may be required in the future. Call bells are in place and regularly serviced and checked to see if in good working order. The Haven DS0000066684.V297231.R01.S.doc Version 5.2 Page 18 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 & 30 Quality in this outcome area is adequate This judgement has been made using available evidence including a visit to this service. The home provides a consistent and competent workforce although more specialist training would ensure the needs of the residents are more fully met. The recruitment procedures are not robust enough to protect individuals from harm. EVIDENCE: Rosters generally included one member of staff, sometimes two, during certain periods of the day. Rosters need to be clear with full names and role of the staff members with hours worked. They also need to have clarity over management and care hours undertaken by the Manager. The home has provided consistent staffing over the last few years although there has been some changes over the recent months due to the change of Providers and the need to recruit another member of staff. This appears to have had little impact on the residents’ way of life. Please note previous comments regarding the daily life and social activities and improvements which could be made if the staffing arrangements and levels were reviewed. (See requirement 6) Currently 50 of staff have NVQ 2 or above or equivalent qualifications. The file of the last member of staff recruited was viewed and found to have a number of gaps including lack of full employment history; lack of evidence of qualifications and lack of verification as to the reasons why left previous The Haven DS0000066684.V297231.R01.S.doc Version 5.2 Page 19 employment in care provision. Criminal Records Bureau checks and references had been obtained. The recruitment procedures contain some of the information required but would benefit from being more specific and clear. For example, do applicants have to complete application form etc. (See requirement 7 & recommendation 3) Induction and foundation booklets are provided to staff who are trained in the core areas by the Manager. Staff have received some core training including medication training, First Aid and food hygiene. However, staff would benefit from more specific training in relation to the client group. The home provides care to those with mental health problems with residents who are also ageing. Therefore mental health training and care of the elderly covering the ageing processes and related illnesses is required. (See requirement 8). The Haven DS0000066684.V297231.R01.S.doc Version 5.2 Page 20 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, 36, 37 & 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is well managed and well run and areas for improvement are recognised by the Manager. EVIDENCE: Since the last inspection last inspection the home has seen a change of Providers and one of the previous Providers now registered as the new Manager. The previous feedback has always been positive as it was during this inspection. The changes are quite recent and more time is required to identify any changes. The Registered Manager is undertaking the Registered Managers Award and possesses NVQ 4 in Care. She has many years experience of caring for residents with mental health problems in a hospital setting. She was also one of the Providers prior to the home being acquired and therefore cared for the residents and managed the home along with the second Provider at that time. The Haven DS0000066684.V297231.R01.S.doc Version 5.2 Page 21 Comments made in the previous standards highlight the need to ensure there is adequate management time allocated and this should be made clear in the rosters. Policies and procedures are being reviewed and updated gradually. These must be more detailed and reflect up to date guidance and good practice. Comments have been made in the related areas. The Manager ensures the health and safety of residents through regular servicing of the equipment used. There are some areas for improvements including the development of lone working policies and on-call procedures for protection and support for staff. (See requirement 9) Moving and handling training is not being updated regularly. This must be implemented or risk assessed to determine regularity taking into account the age and physical disabilities of the residents. (Se requirement 10) Staff benefit from formal supervision taking place more regularly. The home has a limited system in place for reviewing the quality of care. Feedback questionnaires have been used to determine the residents’ views of the care provided. These need to be collated and analysed in a report format with an action plan developed detailing how the service could be improved. The report and action plan on the outcome must be sent to the Commission. The Provider was made aware of the need to undertake monthly monitoring visits as required under Regulation 26 visits. (See recommendation 4 & requirement 11) The Haven DS0000066684.V297231.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 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 2 3 3 X 3 X HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 2 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 3 18 2 3 3 3 2 3 3 3 3 STAFFING Standard No Score 27 2 28 3 29 2 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 2 X 3 3 2 2 The Haven DS0000066684.V297231.R01.S.doc Version 5.2 Page 23 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. 1 Standard OP1 Regulation 5 Requirement The Registered Person must ensure that the Statement of Purpose and Service Users Guide contains the information required by the Regulations. The Registered Person must ensure that care plans reflect the residents’ needs. The Registered Person must ensure that residents and relatives are provided with a copy of the home’s complaints procedures. The Registered Person must review the adult protection procedures to ensure they provide the information and guidance required by staff. They must reflect good practice guidance. The Registered Person must replace the damaged tiles in bathroom. Please provide an action plan. The Registered Person must ensure rosters provide details of the staff and their designation. The Registered Person must ensure that the recruitment DS0000066684.V297231.R01.S.doc Timescale for action 01/09/06 2 3 OP7 OP16 14 22 01/09/06 01/08/06 4 OP18 13 01/09/06 5 OP21 23 01/09/06 6 7 OP27 OP29 17 17 & 18 01/08/06 01/08/06 The Haven Version 5.2 Page 24 8 OP30 18 9 OP38 13 10 OP38 13 11 OP33 26 practices are robust enough to protect the individuals living in the home. The Registered Person should provide staff with training specific to the needs of the residents. The Registered Person must develop on call and lone working procedures to ensure staff have the information and guidance on the actions they are to take in any emergency. The Registered Person must ensure staff are provided with moving and handling training updates each year or risk assessments developed detailing the risks and timescales undertaking the updates. The Registered Provider must undertake monthly visits as required by Regulation 26. 01/12/06 01/09/06 01/09/06 01/07/06 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 OP7 OP12 Good Practice Recommendations The Manager should review the support provided to individuals to ensure their independence is promoted. The Manager should review the staffing levels to ensure residents have the opportunities to undertaken activities inside and external to the home and that they have access to the community. The Registered Person should review the recruitment procedures and amend them to ensure good practice guidance and the Care Home Regulations are being met. The Registered Person should ensure that any consultation and review of the service has a report and action plan produced which details the areas for improvement and an action plan on how these shortfalls, if any, are to be met. DS0000066684.V297231.R01.S.doc Version 5.2 Page 25 3 4 OP36 OP33 The Haven The Haven DS0000066684.V297231.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Sidcup Local Office River House 1 Maidstone Road Sidcup DA14 5RH 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 The Haven DS0000066684.V297231.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. 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