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Inspection on 18/12/07 for The Westcliff Residential Care Home

Also see our care home review for The Westcliff Residential Care Home for more information

This inspection was carried out on 18th December 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.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

What the care home does well

The home is in a good location for local amenities, and some rooms have lovely views of the sea. The home is generally well decorated and furnished. There was a good atmosphere amongst and between people who live and work at the home. Residents told the inspector they liked the home and felt cared for. There were a number of ways in which staff demonstrated, through their work, that they promoted the dignity and wellbeing of the people who live at the home. People who live at the home are confident that concerns will be listened to and acted upon by the staff.

What has improved since the last inspection?

The home had taken action to meet nearly all of the requirements made at the last inspection. The home has improved the way it stores and records the administration of controlled drugs, making it safer for the people who live at the home. The home had made some improvement to staffing levels. In particular an activities co-ordinator had been employed. This was spoken of very positively be people who live at the home. One person looked forward to individual chats and others enjoyed the group and social activities that had taken place. The home had also taken steps to bring a bath back into use and nearly completed refurbishing a walk in shower. It is important that people living at the home are not restricted in the number of baths/showers they can have through a lack of facilities.

CARE HOMES FOR OLDER PEOPLE The Westcliff Residential Care Home The Westcliff Residential Home 51 Leopold Road Felixstowe Suffolk IP11 7NR Lead Inspector Jenny Elliott Unannounced Inspection 18th December 2007 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 Westcliff Residential Care Home DS0000052323.V356771.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 Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Westcliff Residential Care Home Address The Westcliff Residential Home 51 Leopold Road Felixstowe Suffolk IP11 7NR 01394 285910 01394 271154 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) Hazelwood Care Limited Mrs Margaret Jean Crowley Care Home 33 Category(ies) of Dementia - over 65 years of age (10), Old age, registration, with number not falling within any other category (33) of places The Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 13th July 2007 Brief Description of the Service: The Westcliff is registered as a care home for older people. The Home comprises two Victorian houses, situated on parallel roads in the town of Felixstowe and close to the seafront. The town facilities are close by and include various shops, a library, post office and Doctors surgery. Initially the two houses were linked by a single storey extension, however an extension linking both houses at first floor level was completed in September 2001. The second floor is reached by shaft lift on the West wing and by stair lift on the East wing. There is a small patio area leading from the dining room, with a small enclosed garden at one end of the property. There is limited parking at the front entrance of the property. The Home was first registered in 1972. Mrs Crowley became Manager in June 2001 and Hazelwood Care Limited purchased the home in October 2003. Mr Singh is the Responsible Individual acting on behalf of the company. The Home is registered for 33 older people with 29 single bedrooms and two shared rooms. In June 2006 the home registered to care for up to 10 older people with dementia, and is developing its service to meet their needs. The range of fees charged by the home is £341 - £555 per week. Additional costs apply for hairdressing, chiropody, toiletries, newspapers and outings. This information was provided to the CSCI on 13/07/07. The Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. Most of the information for this inspection was gathered during an unannounced visit to the home. The inspector was at the home for just over 5 hours. During this time a tour of the inside of the premises was undertaken. Most of the people living at the home were spoken to, and time was spent speaking to staff and the manager. In addition records belonging to residents and relating to staff were inspected as well as documentation that provided evidence of health and safety requirements. What the service does well: What has improved since the last inspection? The home had taken action to meet nearly all of the requirements made at the last inspection. The home has improved the way it stores and records the administration of controlled drugs, making it safer for the people who live at the home. The home had made some improvement to staffing levels. In particular an activities co-ordinator had been employed. This was spoken of very positively be people who live at the home. One person looked forward to individual chats and others enjoyed the group and social activities that had taken place. The home had also taken steps to bring a bath back into use and nearly completed refurbishing a walk in shower. It is important that people living at the home are not restricted in the number of baths/showers they can have through a lack of facilities. The Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 6 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 Westcliff Residential Care Home DS0000052323.V356771.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 Westcliff Residential Care Home DS0000052323.V356771.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&6 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. People coming to live at the home, and their relatives, can expect to be consulted about some of their care needs. EVIDENCE: Records belonging to three people living at the home were inspected in detail. Two sets of records, which belonged to people who had moved into the home since the last inspection, included an assessment of care needs. The forms used for this assessment included questions on work placements, menstruation and ironing which are unlikely to be relevant for older people. The forms did contain some good information, for example for one person it included ‘communicates well with speech … very deaf in both ears …will lip read, sometimes requires things to be written down’. Much of the information was more general, for example ‘assistance needed with all personal care’, or for The Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 9 another person ‘To regularly toilet … sensitive approach’. This does not provide sufficient information to enable the service to make a decision about whether or not the persons particular needs can be met by the home. Other, relevant, sections of the form were completely crossed out. These included social activities or hobbies, and financial affairs. Westcliff does not provide an intermediate care service. The Westcliff Residential Care Home DS0000052323.V356771.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 & 10 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. People who live at the home are happy with the way that most staff deliver their care and respect their dignity and rights. EVIDENCE: The quality of information held in care plans was variable. Some parts provided staff with good information about the best way to care for people, for example ‘carer to face [name] when speaking … Also to write down if [name] cannot understand’. Other parts were more vague such as ‘One carer to assist with washing and dressing whilst promoting independence’ this would not ensure that care was delivered in a consistent way or in the way the person wished. For one person there was nothing entered in their care plan under social interests, hobbies, or religious and cultural needs, and the medication section didn’t refer to an allergy to penicillin. These are important areas of information that will impact on the quality of life for people living at the home. A number The Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 11 of elements of care plans were the same for more than one person, for example ‘to assist … when bathing/showering’ and ‘carers to make sure feet are kept clean and washed daily’ and ‘carers to make sure the environment is free from objects enabling … to mobilize freely throughout the home.’ This does not demonstrate that the service is meeting the individual needs of the people who live at the home. Some records provided good examples of how the home had promoted the health needs of people living there. One person had refused their medication on a number of occasions. The manager arranged a review of their medication and as a consequence medication was supplied in forms that were easier for the person to take. There has also been an improvement in the storage and record keeping relating to the administration of medication. Daily records showed that on a number of occasions the GP or district nurse had been called promptly when people’s health was noted to be failing or they complained of feeling unwell. There were other entries in daily records referring to poor health that did not appear to have been followed up with health professionals. People living at the home were very positive about the care they received one person who was 101 recently, looked very well. When I said I was there to inspect the home the same person put themselves forward as evidence of how good the care was. Another person told me ‘this is a wonderful place, couldn’t want better’. Somebody else said staff cared for them well, but didn’t always ask what they wanted. During a tour of the home with the manager, she addressed everyone by their preferred name using first name or Miss … as appropriate. All of the people living at the home and seen during the inspection were well presented, with clean clothes and hair well kept. A further example of how the manager promoted dignity was demonstrated when someone came to the manager’s office to drop off some money brought in by their relative. The manager told the person what their new balance of money was and gave a receipt for the money. The same person also brought in a letter and asked the Manager to help with it because they couldn’t understand it. This was dealt with in a very sensitive manner. The Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 & 15 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. People living at the home are given the opportunity to take part in a variety of activities. Meals are sociable events, and food is well presented. EVIDENCE: An activities co-ordinator had been recruited by the home since the last inspection. This has had a positive impact on the quality of life for most people living at the home. One person said They ‘liked crosswords’ and they joined in the ‘activities run by new activities lady’, about whom they said ‘… always comes to talk to me when she is on duty’. On the day of the inspection about seven people were sitting in the lounge with the activities person, five of whom were knitting squares to make a blanket. There was a good atmosphere with lots of interaction, laughing and joking. One of the people in the lounge told me about bulbs they had planted and that they were doing well. One lady sitting at end on her own was a bit distressed – she didn’t seem to understand what was going on asked ‘is it a club or The Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 13 something’ and ‘don’t they have anywhere to live’, she was anxious because she said she didn’t want to join in. The home cares for people with a range of cognitive needs and for whom different activities are appropriate. Another person said they did bingo but generally preferred to read in their room. This person had a good supply of books that they said their daughter bought in. One of the people living at the home continues to visit their own hairdresser and friend weekly. Two other people talked about going to the shops, they said there were no restrictions, they could go out when they wanted as long as they let someone know. They particularly liked going to the supermarket and local shops. At the beginning of the inspection, 9:45am, one person was sitting at the table eating breakfast, toast and egg, this looked very appetising. Staff confirmed that people could get up and go to bed at times that suited them. At dinner-time water or juice was available for everyone. Dinners were served on plates, rather than people being asked what selection they wanted, but it was presented in an appetising manner. The Westcliff Residential Care Home DS0000052323.V356771.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. JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. People who live at the home are confident that any concerns will be dealt with. The welfare of people who live at the home is not protected by its training practices. EVIDENCE: The Complaints and Protection of Vulnerable Adults (POVA) policies had been reviewed since the last inspection to provide clearer information for people living and working there. Not all staff had attended training in the protection of vulnerable adults. No complaints had been received by the Commission or the home since the last inspection. During the inspection the inspector noticed that one room was very cold. The person responsible for maintenance addressed the issue and said they would check the radiator. The person who occupied the room in question was happy with this and confident that the check would be carried out. The Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19,21 & 26 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. People who live at the home benefit from the homely style of its decoration and furnishings and the improvements in bathing facilities. EVIDENCE: The home was generally in a good state of decoration. Furniture and fittings were homely and well maintained. One person told the inspector they ‘liked their room’. Some rooms are quite small, but all were in an adequate to good state of decoration. Most people had brought into the home some of their own possessions, personalising their rooms. The dedicated cleaning hours had been extended to cover part of the weekend, helping to maintain good standards. Bathing facilities had been improved. The Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 16 Since the last inspection a bathroom had been brought into use and a new chair hoist installed. A second, walk in, shower was almost ready. The manager advised that they were waiting for the flooring to arrive. There was a pleasant atmosphere in the dining room, it was nicely furnished and there was plenty of room for 25 people. The Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. 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. People who live at the home are generally satisfied with the care they receive to meet their needs. EVIDENCE: Since the last inspection there has been an improvement in care staffing levels, an extension to dedicated cleaning hours and a person with specific responsibilities for activities had been recruited. Close inspection of the rotas showed that some people were still working very long hours. The manager provided copies of Rotas for 3 weeks beginning 29th July 2007. These show that two members of staff worked every day in this 21 period. They also show that in the week beginning 29th July four members of staff worked 60 hours or more and three of these people worked every day. The manager said that whilst some staff worked long shifts they have breaks between these shifts. The wellbeing of care staff is an essential component to the delivery of good quality care. People living at the home were positive about the staff who worked there. Sometimes they felt they were too busy to spend time with them. One person said staff are kind, but they didn’t always understand what the carer said, although they thought the carers understood what they were saying. The Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 18 Difficulties with language had also impacted on the ability of some staff to commence a National Vocational Qualification (NVQ) at level three. An updated training table was not available on the day of the inspection and has not been forwarded to the Commission since. There was evidence in staff records that fire safety training had been completed, and two new staff had completed an Induction to the home checklist. There was no evidence that staff, who commenced work on 14th September 2007, had been inducted to care work to a level that meets national standards. The manager advised that they were waiting for the relevant paperwork to come through. People who live at the home have a range of care needs, cognitive abilities and physical abilities. Some staff had attended a one-day introduction into Dementia Care and some staff had attended training in the protection of vulnerable adults. The recruitment records relating to two staff employed since the last inspection were looked at. These showed that the home had obtained full employment histories, criminal record checks and written references before employing the people concerned. The Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35 & 38 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The manager of the home has taken steps to ensure that the needs and wishes of people living there are addressed. EVIDENCE: The manager is qualified and has many years experience of caring for older people. The manager’s relationship with people living at the home and staff was positive throughout the day of the inspection. The manager advised that the company had purchased a Quality Assurance Package to assess the service provided. She said that questionnaires had The Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 20 been sent to people living in the home, and that 4 had been returned to date. Questionnaires will also be sent to relatives, GP’s and District Nurses, the forms are then sent to an external person for analysis. The manager was asked to show the inspector copies of ‘Regulation 26’ reports. These are monthly reports that providers, who are not in day to day management of a home, are required to produce. The manager confirmed that the provider visited the home monthly and she is advised if there are any problems. The manager said she thought the reports were sent directly to the Commission. The Commission has not received a report of this type since the last inspection. The person with responsibility for maintenance provided a ‘Seasonal Work Schedule’. This document lists work to be carried out at different times of the year and could relate to any year. It is not a specific plan to address, for example, a planned renewal of furniture or redecoration or improvement of any areas of the home. Records relating to the maintenance of equipment and services were checked and found to be in order. The records relating to the testing the temperature of hot water stated that all hot water outlets were tested weekly and that there was no variation at all in the temperatures across all outlets for the whole year. This is unusual. The home had not carried out any checks on the equipment used for testing. The Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 2 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 2 9 3 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 1 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 2 2 X 2 X X X X 3 STAFFING Standard No Score 27 2 28 2 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 2 X 3 X X 2 The Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP7 Regulation 15 Requirement The home must ensure that all aspects of a person’s health and welfare are addressed through the service user plan. The home must ensure it records medical advice and incorporates it into the service user plan. The home must ensure that the social needs of all residents are identified and met. This relates particularly to people with dementia. The home must ensure that all staff have the skills, knowledge and understanding to protect residents from abuse. The home must ensure the newly refurbished walk-in shower is brought into use as soon as possible, so that an adequate number of bathing facilities are available to the people who live there. The home must ensure that sufficient staff are employed to meet the needs of people living in the home. This relates particularly to the need to monitor the quality of care DS0000052323.V356771.R01.S.doc Timescale for action 29/02/08 2. 3. OP8 OP12 13 12 30/01/08 29/02/08 4. OP18 13 31/03/08 5. OP21 16,23 29/02/08 6. OP27 18 31/03/08 The Westcliff Residential Care Home Version 5.2 Page 23 7. OP27 OP28 OP30 18 8. OP33 26 provided by people who work long hours. The home must ensure that staff 30/04/08 working at the home have suitable skills, including language skills and knowledge of specific needs, to care for the people who live there. People who use the service must 29/02/08 be assured that they are safeguarded by the registered provider completing there monthly visits/reports and copies of the reports are readily available in the care home for inspection. (This is a repeat requirement. Previous timescale of 20/07/06 was not met.) 9. OP33 24 The home must consider how it can gather the views and levels of satisfaction of residents unable to complete surveys for its quality assurance process. 30/04/08 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 OP19 OP38 Good Practice Recommendations The home should develop a programme of replacement and re-decoration to ensure standards in the home are improved where appropriate and maintained. It is recommended that the home check the equipment for testing the hot water temperatures, to ensure that readings are accurate. The Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Colchester Local Office 1st Floor, Fairfax House Causton Road Colchester Essex CO1 1RJ 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 Westcliff Residential Care Home DS0000052323.V356771.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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