Inspection on 27/06/08 for The Saffrons

This inspection was carried out on 27th June 2008.

CSCI found this care home to be providing an Adequate service.

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 Saffrons 26/09/06

The Saffrons 11/10/05

The Saffrons 16/06/05

The Saffrons 09/12/04

The Saffrons 07/07/04

Similar services:

The Shelley

Springfield House

Sutton Lodge Nursing Home

St Helier`s Residential Hotel

St Joseph`s

Ridgemount

Wingham Court

Old Hastings House

Extracts from inspection reports are licensed from CQC, this page was updated on 28/09/2008.

CARE HOMES FOR OLDER PEOPLE The Saffrons 20 Saffrons Road Eastbourne East Sussex BN21 1DU Lead Inspector Kathy Flynn Unannounced Inspection 27th June 2008 11:00 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 Saffrons DS0000021262.V367911.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 Saffrons DS0000021262.V367911.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Saffrons Address 20 Saffrons Road Eastbourne East Sussex BN21 1DU 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) 01323 720430 01323 736654 dagmarwilliams@btinternet.com Mr Richard Williams Mrs Dagmar Williams Mrs Dagmar Williams Care Home 24 Category(ies) of Old age, not falling within any other category registration, with number (24) of places The Saffrons DS0000021262.V367911.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. The maximum number of residents to be accommodated is twentyfour (24). Residents must be older people aged sixty-five (65) years or over on admission. 26th September 2006 Date of last inspection Brief Description of the Service: Saffrons is registered to provide residential care for twenty four older people. It is a three-storey building, situated in an attractive, quiet residential area of Eastbourne, with the front of the building overlooking Saffrons Park. The home is within walking distance of Eastbourne town centre, the local amenities and the railway station. There are 16 single rooms and 4 double rooms. Seventeen of the rooms have en suite facilities. Communal areas include a large service users lounge and a dining room and quiet area in the new extension at the rear of the home. There is a well-maintained enclosed garden to the rear, which is accessible to all service users. A lift enables access to all floors, although two rooms have a short flight of steps leading to them. The home has two assisted bathrooms and an assisted shower. The home does not advertise its services. Referrals are received from people who know of the home by reputation or who have been advised to approach the home by the social services department. The cost of a staying at the home is between £358 and £490 per week. The Saffrons DS0000021262.V367911.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 1 star. This means the people who use this service experience adequate quality outcomes. The reader should aware that the Care Standards Act 2000 and the Care Homes Regulations 2001 use the term ‘service user’ to describe those living in care home settings. However for the purposes of this report those living at The Saffrons will be referred to as ‘residents’. This unannounced inspection was carried out on the 27th June and took place over six hours. The inspection included a tour of the home, a review of pre-admission assessments, care plans, staff records and training, medication records, policies and procedures, activities, and menus. There were 19 residents at the home during the inspection. Ten of the residents were spoken with and one visitor to the home was happy to discuss the support provided. The manager, care staff and cook were happy to discuss the care and support they provide at the home. The Annual Quality Assurance Assessment (AQAA) was completed by the manager and returned on time, it identified areas where improvements have been made, and where others are planned for the benefit of residents. What the service does well: What has improved since the last inspection? The Saffrons DS0000021262.V367911.R01.S.doc Version 5.2 Page 6 The requirements made at the last inspection have been addressed. 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 Saffrons DS0000021262.V367911.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 Saffrons DS0000021262.V367911.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): 1 and 3. Standard 6 is not applicable. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Information about the home is available so that prospective residents and their relatives can decide if the home offers the support they want. The assessment process should be reviewed, to ensure the assessor can decide if the home can meet the prospective residents needs. EVIDENCE: The service users guide provides prospective residents and their relatives with information about the home, which enables them to decide if the home can offer the support they need. The Saffrons DS0000021262.V367911.R01.S.doc Version 5.2 Page 9 The manager confirmed that pre-admission assessments are completed before prospective residents are offered a place at the home. Five assessments were viewed and they contained information about the needs of the residents. The information collected during the assessment for one resident was insufficient and did not enable the assessor to make an informed decision about the homes capability to meet their individual needs. Consequently staff were unable to offer appropriate support when this resident was admitted, the records show that the support needed changed daily, and there was no evidence that additional training has been provided for staff to provide this. Mobility problems were identified during the assessment for another resident but this was not included in the care plan, staff therefore would not be aware of mobility issues when first admitted, and would be unable to offer appropriate support. It can be difficult to obtain a clear picture of a persons needs at the time of the assessment, even if relatives and other health professionals are involved. The proprietors said they are aware that the needs of people requiring personal support in a residential setting have changed. Therefore the assessment process should be reviewed, additional information may need to be obtained, from the GP, community mental health team, or a day centre if the person attends, to ensure that the home can provide specific individual support required, or advise that they cannot meet that persons needs. Residents spoken with said their families had chosen the home for them and they were very happy with their choice. A visitor said the home had been chosen because of its location and the availability of a room on the ground floor, and they are happy with the support provided by the staff. The Saffrons DS0000021262.V367911.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. The care planning system should be reviewed and updated as the needs of residents change, to ensure that appropriate support can be provided. Training is provided for staff with regard to medication, but the system for administration should be reviewed to ensure the health and safety of residents. EVIDENCE: Five care plans were viewed and they contained information about the needs of residents, including reasons for admission, care plans, risk assessments, weights, hobbies/interests, requests for keys for their bedroom doors, records of hospital visits and visits to the home by GP ‘s and other health professionals, with records of the support provided on a daily basis. The Saffrons DS0000021262.V367911.R01.S.doc Version 5.2 Page 11 However it was noted that some of the information provided was not up to date. Details of mobility problems identified in the pre-admission assessment had not been included in the care plan for one resident; the risk assessments for three residents were last done in 2005; two residents had lost weight and there was no indication that the care plan had been updated and an action plan developed to address this; a resident had been admitted to hospital for a short period but there was no evidence that the care plan had been reviewed after returning to the home; a resident had fallen and there was no evidence that any action had been taken to prevent this happening again, or how staff could support this resident. Staff spoken with said that some of the residents needs had changed, two required more assistance when getting up from chairs, and a member of staff was seen to be using an inappropriate lift when assisting a resident. Staff said they had attended moving and handling training and there are aids, including handling belts to assist them when supporting residents, but there was no information in the care plans that the residents needs had changed. Staff suggested that the chairs were too low for some of the residents and although they provide extra cushions this may not be enough for some of them. The manager advised that the care plans should be reviewed on a regular basis with the involvement of the residents and their relatives, as recorded in the AQAA. The management and staff were not aware that some residents had lost weight, it was suggested that the scales may not be working properly and should be calibrated, with further training for staff to ensure they were using them correctly. Residents are registered with GP’s and visits from the District Nurse or other health professionals, including chiropodists, can be arranged when required. Training is provided for the staff to enable them to order, receive and administer medication, those spoken with said they had attended this. Medication is kept in a locked cupboard and an open container is used to take the medicines around the home. This was identified as an unsafe practice with regard to the health and safety of residents, and the manager was asked to review this to ensure that only the person giving out the medicines can access them. Medicine administration record (MAR) charts were viewed and these were completed appropriately. The manager is aware of the changes in legislation regarding controlled drugs and the requirement for a separate lockable cupboard, this has been ordered. There were no controlled drugs in the home at the time of the inspection. The Saffrons DS0000021262.V367911.R01.S.doc Version 5.2 Page 12 Policies and procedures are in place with regard to ordering and security of medication, additional information should be available for staff concerning the administration of medicines, in particular those prescribed as PRN ‘when required’. Communication between residents, staff and visitors was relaxed and friendly. Staff were noted to treat residents with respect and they were aware of their individual likes and dislikes with regard to how they choose to spend their time, in the lounges or their own rooms. Residents spoken with who expressed an opinion said the staff ‘are very nice’, ‘they help us when we need it’ and the visitor said ‘the staff are pleasant and kind’. The Saffrons DS0000021262.V367911.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): Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Residents are not offered a range of activities to participate in if they wish. The food is good, offering choices and meeting residents specific dietary needs. EVIDENCE: There were no activities on the day of the inspection. Staff spoken with said they spent time with the residents, but were only able to discuss specific support provided for one resident that had been requested by a member of the residents family. It was noted that residents spent a considerable amount of time in the main lounge without any interaction with staff unless they were giving out drinks or assisting them to the dining room or the bathroom. Residents spoken with who expressed an opinion said they didn’t have much to do and spent their time sitting in the lounge or their own room, although some also said they wouldn’t take part in any organised activities. The Saffrons DS0000021262.V367911.R01.S.doc Version 5.2 Page 14 Staff said residents are encouraged to make choices about all aspects of their day, and there was evidence that they can choose what to eat and where to sit at meal times, as well as decide where they spend their time. Because there are no activities it is difficult to assess if the residents would choose to sit in the lounge or their own room if there were opportunities to pursue hobbies or interest they had before they moved into the home. One resident likes to go for a walk into town, because of mobility problems this is no longer possible without assistance and there was no evidence that this is offered or that staff have the time to provide this. The proprietors advised that a senior carer will be taking responsibility for developing a programme of activities, based on what the residents like to do, but this will take some time to arrange. However this was identified as a development at the home for the AQAA’s in January and June 2008, and there is no evidence that any changes have been made for the benefit of the residents. There is open visiting at the home, and the visitor spoken with said that she was always made welcome. The home offers choices at meal times, and meets the specific needs of residents. The cook was aware of the residents likes and dislikes, and said residents can have what they want. Most residents sit in the dining room for lunch, and at this time they were relaxed and comfortable with staff giving out the meals without hurrying, and offering a choice from four puddings. Residents spoken with said ‘the food is good’ and we ‘can choose what we like’. The Saffrons DS0000021262.V367911.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 homes complaints policy provides residents and visitors with details of who they can raise any concerns with. Staff have attended training in the protection of vulnerable adults, and the manager is arranging further training to update staff. EVIDENCE: The manager and staff advised that residents and visitors are encouraged to discuss any concerns they have about the services provided by the home and they are usually dealt with at the time. Details of the complaints policy is included in the Service Users Guide and is displayed in the home. The manager confirmed that when a complaint is made they follow the homes procedures, although there have been no complaints during the last few months. Staff spoken with have attended training for the protection of vulnerable adults and were able to demonstrate an understanding of abuse, and what action they would take if they had any concerns. The Saffrons DS0000021262.V367911.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. 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 Saffrons offers residents a comfortable and homely environment. The homes policies for infection control and the training provided for staff protects residents. EVIDENCE: The home is a large building that has been extended and converted, keeping some of its original features, and is situated in a residential area of the Eastbourne. There is a large lounge on the ground floor to the front of the building and a dining room, with additional seating in the extension to the rear. The Saffrons DS0000021262.V367911.R01.S.doc Version 5.2 Page 17 During the tour of the home with the senior carer it was noted that tape has been used on carpets in a bathroom and a residents room; some of the commodes are rusty, while the varnish on some has worn off, therefore it is difficult to ensure these are cleaned appropriately; some residents doors were propped open using wedges. The manager advised that all doors were now kept open using safe systems and would be checking residents rooms. A shaft lift enables residents to safely access all parts of the home, and residents are supported to use walking aids to enable them to be independent. Wheelchairs are available for staff to use to assist residents if required. Infection control policies are in place and staff follow them when using gloves and aprons. The use of gloves at meal times was discussed at the time with the senior carer, who advised that they are not used by staff giving out meals. Training in the control of infection has been provided for staff, and those spoken with said they had attended and understood the homes policies. The Saffrons DS0000021262.V367911.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. 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. Staff training ensures they can provide appropriate support and care for residents. Recruitment procedures should be reviewed and based on current legislative requirements to protect residents. EVIDENCE: The proprietors, senior carer and care staff felt that there were sufficient numbers of staff working in the home during the inspection. However care staff are required to do domestic work in addition to care work, they wash and iron residents clothes, wash up after meals, prepare and give out supper, and there was no evidence that staff have the time to spend enabling residents to make choices about how they spend their time. The proprietors confirmed that they have identified that demands on residential care homes have changed, with most residents requiring considerably more support and care than they did two or three years ago. The current system of staff on ‘sleeping nights’ may have to be re-assessed on a regular basis, and the number of day staff may have to be increased to ensure residents needs are met. In particular when the activity programme has been The Saffrons DS0000021262.V367911.R01.S.doc Version 5.2 Page 19 developed, and residents are able to make choices about how they spend their time in the home. All new staff are required to complete induction training in line with Skills for Care, and those spoken with said they had done this when they started work at the home. There is a training programme in place, provided in house or by external providers, and the manager confirmed that staff are up to date with mandatory training. Additional training in dementia care has been arranged later this year. The home exceeds the minimum training requirements, with 64 staff with NVQ level 2 or its equivalent. Recruitment procedures are in place and four staff files were viewed. All but one had completed application forms, two references and the Protection of Vulnerable Adults (POVA) and Criminal Registration Bureau (CRB) checks. One of the care staff was working without a POVA first and CRB, the manager said that the advice she had received from the Residential Homes Association stated that staff could be employed without POVA and CRB if they worked under supervision. Further advice should be sought as the expectation is that a POVA first will be completed before staff work in the home, they can then do induction training and work with other care staff who can supervise them at all times until a CRB check has been completed. Staff spoken with said they enjoyed working in the home, they felt able to provide residents with a good level of support and care while encouraging them to remain independent, and they feel well supported by the management. The Saffrons DS0000021262.V367911.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. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 and 38 Quality in this outcome area is good. This judgement is made using available evidence including a visit to this service. The management processes encourage residents and staff to be involved in development of the services at the home. The health and safety of residents is assured through appropriate staff training and ongoing maintenance at the home. EVIDENCE: The manager/owner of The Saffrons is a registered nurse with a NVQ level 4 in management, the Registered Managers Award, an advanced Certificate in Care and considerable experience in providing support for older people. The Saffrons DS0000021262.V367911.R01.S.doc Version 5.2 Page 21 The management ethos is based on encouraging residents, relatives and staff to be involved in the development of the services provided at the home. Staff discuss the support they provide with the residents and visitors on a daily basis and questionnaires are sent out annually to obtain feedback from all involved in providing and receiving support. The manager confirmed that the questionnaires will be sent out in the next few weeks. A quality assurance and monitoring system is in place, however the system used should be reviewed so that it can identify the concerns raised during the inspection including care plans, activities and moving and handling. The manager confirmed that the home does not take responsibility for residents’ finances. The proprietors confirmed that the health and safety or residents is protected through effective maintenance of the home and appropriate staff training, including fire training, infection control, food hygiene and first aid. Moving and handling training should be reviewed and updated for staff, to ensure they provide appropriate assistance when transferring residents or assisting them to stand up. The Saffrons DS0000021262.V367911.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 The Saffrons DS0000021262.V367911.R01.S.doc Version 5.2 Page 23 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 2 X N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 2 9 2 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 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 2 The Saffrons DS0000021262.V367911.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 OP4 Regulation 14, 12(1)(a) (c)(d) Requirement Pre-admission assessment system to be reviewed, clear details of prospective residents needs to be collated to ensure the home can meet them, before they are offered a place. Care planning system to be reviewed and updated to ensure the information available reflects the individual needs of residents, and enables staff to offer the support residents need. A safe system for administering medication to be developed to protect residents. A programme of activities to be developed and introduced, based on the preferences of residents, to enable them to make choices about all aspects of their day to day lives. A robust recruitment procedure to be followed, including checks in line with current legislation, to protect residents. Training in moving and handling to be reviewed and updated to ensure staff use appropriate moving techniques to protect residents. A safe system of keeping DS0000021262.V367911.R01.S.doc Timescale for action 01/09/08 2 OP7 OP8 15, 12(1)(a) 01/10/08 3 4 OP9 OP12 OP14 13 (2) 16(2)(n), 12(1)(a) 01/09/08 01/10/08 5 OP29 19 (1)(b), Schedule 2 18(1)(c) 01/09/08 6 OP38 01/10/08 7 OP38 13 (4)(c) 01/09/08 Page 25 The Saffrons Version 5.2 residents doors open to be introduced in line with Fire regulations to protect residents. 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 Saffrons DS0000021262.V367911.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Maidstone Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT 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 Saffrons DS0000021262.V367911.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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