Inspection on 02/08/07 for The Hollies

This inspection was carried out on 2nd August 2007.

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

The inspector 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 Hollies 08/07/08

The Hollies 31/05/06

Similar services:

Byars Care Home

St Marys Nursing Home

Bramble Lodge

Parkmanor Residential Home

Thornham Grove

Hunter`s Lodge

London Road Neurological and Specialist Care Unit

Carlton Care Home

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

CARE HOMES FOR OLDER PEOPLE The Hollies 19/23 London Rd Retford Nottingham DN22 6AT Lead Inspector Stephen Benson Key Unannounced Inspection 2nd August 2007 09:30 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 Hollies DS0000066387.V340739.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 Hollies DS0000066387.V340739.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Hollies Address 19/23 London Rd Retford Nottingham DN22 6AT 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) 01777 707750 lesley@rklventures.com RKL Care Ltd Mrs Karen Allen Care Home 22 Category(ies) of Old age, not falling within any other category registration, with number (22) of places The Hollies DS0000066387.V340739.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. Service users shall be within category OP Date of last inspection 31st May 2006 Brief Description of the Service: The Hollies is a care home providing personal care and accommodation for 22 older people. The home provides short and long term care and will consider emergency admissions.. The home is owned by RKL Care Limited, which is run as a family business. The home is located in Retford close to shops, pubs, the post office and other amenities. The home was opened in 1985 and consists of 3 converted domestic dwellings. The home was purchased by the current provider in February 2006. 14 of the home’s bedrooms are single, and 1 of the bedrooms have en-suite facilities. Bedrooms are located on 2 floors and there is a passenger lift. The home has a well-tended front garden which is easily accessible and a car park to the rear is available for 8 cars The manager said on 06/08/07 that the fees for the service range from £290 £334 per week depending on dependency needs. There are additional charges for hairdressing and chiropody. Further information about the home is available in the brochure and service user guide. The manager welcomes any telephone enquiries and a copy of the latest inspection report is available in the office. The Hollies DS0000066387.V340739.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was the first visit to the home since 1st April 2007 by The Commission for Social Care Inspection. Prior to the visit an analysis of the home was undertaken from information gathered over the last year including that from the Annual Quality Assurance Assessment they completed. The visit centred on looking at the key National Minimum Standards for older people. The site visit lasted for 6 hours and the main method of inspection used was called case tracking which involved selecting 4 residents and tracking the care they receive through the checking of their records and discussing this with them. Other residents were spoken with and additional records were seen. A discussion was had with the manager, staff on duty and care practices were observed. A visitor was spoken with during the visit. The premises were not inspected in detail but various areas of the home were visited as part of the inspection. The registration certificate was checked and found to be correct, but had not been signed. A replacement one has been requested. What the service does well: Care plans describe how residents needs are to be met and these are used by staff so they provide the care that residents require. The home will contact healthcare professionals to see to the healthcare needs of residents and their health is monitored through observation and regular health checks. Staff are trained to respect the privacy and dignity of residents and know good practices for doing this. Residents are able to take part in organised activities and individual activities can be arranged. Visitors are welcome and can take residents out. Where able residents can go out by themselves. There is a varied menu providing a choice at most meals and food is well presented. This means that residents have a nutritious and balanced diet. The décor of the building has been improved and everywhere was clean, tidy and well maintained. The home provides a minimum of 3 staff on duty during the day and two staff at night. There are staff who work in the kitchen and keep the home clean. New staff can only start work when the required checks have been carried out, The Hollies DS0000066387.V340739.R01.S.doc Version 5.2 Page 6 including a satisfactory Criminal Records Bureau or Protection of Vulnerable Adults check. The majority of care staff have either completed or are working towards National Vocational Qualifications and regular training is provided, which means that residents are cared for by people trained to meet their needs. There is a suitably qualified and experienced manager in post and residents are able to express their views on how the home is run through completing questionnaires. 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 Hollies DS0000066387.V340739.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 Hollies DS0000066387.V340739.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 People who use the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home’s admission procedure is not always followed. The home does not offer an intermediate care service. EVIDENCE: The home has a pre assessment form as part of the care planning paperwork. The care file for a recently admitted resident did not include a completed pre admission form and there was not any other form of assessment. The manager said this was because the resident was not local and had moved to the area to be near her family. There have been two recent admissions to the home in an emergency, following the sudden closure of another home. The home had worked closely with Social Workers involved to gather as much information as possible and The Hollies DS0000066387.V340739.R01.S.doc Version 5.2 Page 9 both residents had been reviewed to ensure their needs were being met in the home. Staff said that they usually get given as much information as possible before a new resident moves into the home, but one resident had not been assessed and they had to rely on information from a relative. A resident said, “I had to move here in a hurry, I have had visits from a Social worker since”. The manager said that anyone is welcome to apply for a place providing they fall within the registration category for the home. Information provided on The Annual Quality Assurance Assessment showed that there are male and female residents at the home all whom are of white British origin. There is no arrangement made for the home to provide an intermediate care service. The Hollies DS0000066387.V340739.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 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents’ health, personal and social needs are met by care practices in the home, but safer practices are needed for managing residents’ medication. EVIDENCE: The care planning system has an assessment of key needs completed every 6 months. These are then reviewed monthly and any new or changed needs recorded on a short-term care plan. Care files seen included short-term care plans being added for example for one resident who had fallen and had reduced mobility. Care plans seen provided details of the support residents require and showed the differing levels of abilities of residents. Care plans include details of resident’s gender, ethnic origin, religious beliefs and any disability. There were risk assessments seen for falls, visual impairment and pressure sores. Care plans included a dependency profile. The Hollies DS0000066387.V340739.R01.S.doc Version 5.2 Page 11 Some care plans had been signed by residents and the manager said that relatives would be signing those where the resident is not able. Staff said that they have had training on using the care planning system and this has helped their understanding of it and they now use plans daily. A resident said, “They do things just how I want them to be done”. There is a form in the care planning system to record any contact a resident has with a doctor and another sheet to record any other healthcare provided. One entry on the doctors sheet showed a resident requesting to see a doctor and an appointment was made. An entry in the healthcare form showed a resident being checked by a district nurse following a fall. The manager said routine healthcare appointments are provided and a dentist visits the home. One resident is having ongoing dental treatment. Staff said that healthcare professionals who visit the home include district nurses, doctors, chiropodists, rapid response physiotherapists, dentists and opticians. Entries for some of these were seen in care plans looked at. Staff said they are able to get healthcare advice from the local surgery over the phone and a doctor will come out if requested. A visitor said a doctor is always called if her relative is not well. A resident said, “My health is looked after very good, they will call a doctor if I need one”. The manager said that only senior staff who have completed the safe handling and administration of medicines course can give out medication. The manager said that she orders the medication each month and there have not been any drug errors. A senior member of staff said she had had training on the safe handling of medicines before she had started giving medication out and had been watched to make sure she did it correctly. One resident had requested to self medicate her night time medication and this was written on the Medicine Administration Record, but this had not been risk assessed to make sure this was safe for the resident to do. Medicine Administration Records were fully completed, but one had been handwritten as a printed one had not been sent by the pharmacist and this had not been signed by the person doing so or by another person to confirm they had checked this and it had been copied correctly. The Hollies DS0000066387.V340739.R01.S.doc Version 5.2 Page 12 A resident said, “I carried on getting my tablets when I moved here so they must have had it passed over”. Staff were seen treating residents in a respectful manner throughout this visit. This included talking discreetly about personal matters and paying attention to their appearance. The manager said that promoting residents privacy and dignity is included in the induction of new staff and staff are expected to knock on doors before entering and to get residents permission before helping them with their personal care. Staff described good practices in promoting residents’ privacy and dignity including closing doors and ways of preventing residents being embarrassed when helping them. Staff said they sing to some residents when assisting them as this takes their mind off things. A resident said his privacy and dignity is promoted “very well, they couldn’t do it better” The Hollies DS0000066387.V340739.R01.S.doc Version 5.2 Page 13 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 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents are helped to exercise choice and control over their lives and receive a wholesome and balanced diet. EVIDENCE: One of the care staff has responsibilities for organising activities for residents and a record is made when residents join in an activity. There are weekly music to movement sessions and organised group activities. In addition records showed that resident shave some individual time and watch television and read books and newspapers. Several residents were seen reading newspapers. The manager said one resident does not enjoy mixing with other residents but does enjoy having a game of dominoes with a particular member of staff. The Hollies DS0000066387.V340739.R01.S.doc Version 5.2 Page 14 Staff said they had made some cakes the other day and would be having a game of bingo later. Staff said that residents have made a number of arts and crafts and showed some calendars they had made. Staff were seen having a reminiscing session using some old photographs. A resident said “There is a long gap between the evening meal and when it is time to go to bed, it would be nice to have something to do then”. Staff said that visitors are welcome at any time and take residents out if they wish. One resident goes out on his own to a local shop to collect his newspaper. There have not been any trips organised out of the home this year. The manager said that residents are able to make choices about daily matters such as when they get up and go to bed, when they have a bath and what they have to eat. Residents are also able to choose their own keyworker. Staff said that residents have choice of anything they want to do. Staff said they ask them, but sometimes they don’t want to do anything. Some residents want to do more than others. A resident said, “We can say what we want to do, it’s up to us”. There was a drink provided mid morning with biscuits. There are two resident who always have a can of beer at this time. The home has a four week menu with a choice of meal provided except when there is a roast dinner as all residents choose to have this. The main meal is at lunchtime and dishes include casseroles, cottage pie, bacon, egg, tomatoes and beans. Chips are on the menu once or twice a week. There is a different type of fish on Fridays and a roast dinner on Sundays. A lighter meal is had at tea time with such things as pilchards on toast, soup and sandwiches. A pudding is provided at lunch and cakes or fruit at teatime. Residents were seen having a lunch of roast lamb with mint sauce, cabbage, carrots, roast and mashed potatoes with gravy. Residents were seen helping themselves to salt, pepper and mint sauce at the table. Pudding was cherry cheesecake with cream. There was a choice of orange or lemon squash provided. Most residents said they enjoyed the meal and staff were seen assisting some resident to eat. The Hollies DS0000066387.V340739.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 People who use the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Attempts to raise the profile of the complaints procedure have not been successful and any allegation of abuse would not be responded to following the correct procedures. EVIDENCE: The home has got a complaints procedure, but has not got a book to record any complaints in. The manager said there have not been any complaints received, but that she had only thought of complaints as something being raised formally and had not thought of smaller matters that arise as part of everyday living, and that she would do so in the future. The complaints procedure contains the provider’s email address so anyone can contact him directly. The procedure says that copies of the procedure are available in different languages, audiotape, large print and on disk, however the manager said these have not been prepared, but would be if requested. It was stated in the Annual Quality Assurance Assessment that a new procedure had been introduced six months ago and they had tried to raise the awareness of residents and their families right to complain. The Hollies DS0000066387.V340739.R01.S.doc Version 5.2 Page 16 A visitor said she could not remember if she had been given a copy of the complaints procedure, but if she was not happy about anything she would take it to the manager. A resident said, “I’ve not had anything to complain about”. The manager was unable to locate the Adult Protection Procedures and that she had not seen them for some time and felt that she would benefit from some safeguarding adults training. Staff said that they had not had any training in safeguarding adults and were not familiar with the Adult Protection Procedures or the home’s whistleblowing policy. Staff said they had not heard of any allegations of abuse and had not seen anyone being mistreated. A visitor said they would have moved their relative out of the home if there was any suspicion of abuse. A resident said, “We are treated perfectly well”. The Hollies DS0000066387.V340739.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 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents live in a safe, well-maintained environment, which is clean, pleasant and hygienic. EVIDENCE: Some of the ground floor has recently been decorated and new carpets laid. It was described as being “just like you would have at home” by one of the residents. The manager said the next plan is to make a more accessible shower room upstairs through changing a bathroom into a wet room. The Hollies DS0000066387.V340739.R01.S.doc Version 5.2 Page 18 Staff said that the provider has got a lot of things done since he took over the home. Staff said it was nice to have had the decorating done professionally as it really had made a difference. Staff said they put any repairs that need doing in a repairs book and the handyman then sees to these. The home was clean and tidy and odour free. Staff said that they have protective clothing, including colour coded plastic aprons for personal care and food handling. A resident said, “Everywhere is kept very clean”. The Hollies DS0000066387.V340739.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 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are sufficient and suitably trained staff employed at the home, ensuring that residents’ needs can be met. Residents are supported and protected by the home’s recruitment policy and practices. EVIDENCE: The home has assessed their minimum staffing levels to be 3 care staff during the day and 2 care staff at night. In addition the home employs an administrator, a cook, a domestic and a handyman. The majority of staff are female of white British origin and of varying ages One member of staff had called in sick and the manager had made arrangements for another member of staff to cover. Staff said they thought the staffing levels were fine and they are able to cover any vacant shifts amongst themselves. The manager said the majority of staff have completed National Vocational Qualification level 2 and that night staff are currently working towards it. Two The Hollies DS0000066387.V340739.R01.S.doc Version 5.2 Page 20 care staff spoken with confirmed that they have achieved National Vocational Qualification level 2. Two staff files were looked at and these were well organised and contained the required information showing the correct recruitment practices are followed. The manager said that they aim to provide a monthly training session for staff and a record is made on staff files of all the training they have done. There is not an easy to look at reference to see which staff require updates on training or have not done the mandatory training. The Hollies DS0000066387.V340739.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 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are suitable management systems in place for the smooth running of the home and to protect residents. Residents express their views on how the home is run. EVIDENCE: The manager has worked at the home since 1986 and has been the registered manager since 1991. The manager successfully completed National Vocational Qualification level 4 in 2005. The Hollies DS0000066387.V340739.R01.S.doc Version 5.2 Page 22 Staff said they thought the home was run efficiently and could not be any better. There was a survey of residents views carried out last month. Some completed forms were seen and these were in larger print to make them easier for residents to read. There were some references made about wanting more social activities and approval of the homes décor. Staff said they are able to put ideas forward and that staff and residents had completed a questionnaire about their thoughts on the home. The home will hold money for residents to pay for hairdressing, chiropody and other incidentals. A record is made of each transaction and signed and witnessed. Receipts are kept when available. The manager said that all the required health and safety checks are carried out at the required frequency and there are service contracts in place for servicing all the equipment. Dates of tests were recorded in the Annual Quality Assurance Assessment showing they are regularly carried out. A sample of these were looked at and found to be correct. The Hollies DS0000066387.V340739.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 X X 2 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 2 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 2 3 X X X X X X 3 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 The Hollies DS0000066387.V340739.R01.S.doc Version 5.2 Page 24 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 OP3 Regulation 14(1)(a) Requirement Timescale for action 20/08/07 2. OP9 12(2) 3. OP9 13(2) 4. OP18 12 (1)(a) All prospective residents must be assessed prior to moving to the home to establish whether their needs can be met within the home. This will ensure that the home can make sure they are able to meet the person’s needs. A written assessment must be 20/08/07 carried out on any resident who self medicates. This will ensure that it is safe for them to manage their own medication. When it is necessary to 20/08/07 handwrite a Medicine Administration Record this must be signed by the person doing so and by another person to confirm they have checked it has been copied correctly. This is to ensure that residents are given the correct medication All staff must be familiar with the 01/11/07 procedures to follow to safeguard residents if there is any suspicion of abuse. This will ensure that staff know how to protect residents. The Hollies DS0000066387.V340739.R01.S.doc Version 5.2 Page 25 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations The Hollies DS0000066387.V340739.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Lincoln Area Office Unity House, The Point Weaver Road Off Whisby Road Lincoln LN6 3QN 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 Hollies DS0000066387.V340739.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!