Please wait

Please note that the information on this website is now out of date. It is planned that we will update and relaunch, but for now is of historical interest only and we suggest you visit cqc.org.uk

Inspection on 08/05/07 for The Willows Residential Home For The Elderly

Also see our care home review for The Willows Residential Home For The Elderly for more information

This inspection was carried out on 8th May 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 found there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

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 Willows offers residents a very pleasant, homely environment in which to live, with a warm, welcoming atmosphere. All bedrooms are singles and pleasantly decorated to suit individual needs. Good standards of cleanliness were observed throughout the home. There is a well-trained, enthusiastic staff team that provides a good standard of care. Staff follow written care plans for each resident that contain enough information to make sure that the right care is provided. Residents are able to make choices about their daily routines and lifestyles, doing things at the times of their choosing. Residents were appreciative that the staff spend time with them individually, talking to them and being there for them, ready to listen if they have a worry. Meals are varied and nutritious and several residents expressed that the food is nice.

What has improved since the last inspection?

The home has continued to provide good care to residents. There have been no fundamental changes since the last inspection, except that although a manger has not been appointed, the management practices have been developed within a structure that protects residents` health and safety. There are two deputy managers to cover the week and the provider calls in regularly, is easily accessible for advice and can be at the home quickly if needed. This seems to have worked quite well for the past year. The provider has some improvement plans for the home that, if funding arrangements are successful, would greatly improve residents` quality of life. These include the installation of a lift to improve access throughout the home for all residents.

What the care home could do better:

The provider needs to address the one outstanding issue from the last inspection about having a registered manager at the home. Although this has not had an adverse effect on outcomes for residents, it needs to be resolved to make sure that the commission has agreed the management arrangements. The provider is registered as manager at the other home she owns, which is not far from this home. She has been managing both homes for the past year with suitable management structures in place in both homes. The provider had not responded last year as promised, but agreed to put her request to be manager of both homes in writing to the commission. Rooms occupied or used by residents should be assessed for any risks they present and any necessary action taken to address the risks identified. Recruitment practices are generally sound. A recommendation has been made to make some changes to improve staff records to show that all the preemployment checks have been completed before a new person starts work at the home.

CARE HOMES FOR OLDER PEOPLE The Willows Residential Home For The Elderly The Willows The Broadway Minster Sheerness Kent ME12 2DE Lead Inspector Christine Grafton Key Unannounced Inspection 10:00 8th May 2007 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 Willows Residential Home For The Elderly DS0000024023.V337856.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 Willows Residential Home For The Elderly DS0000024023.V337856.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Willows Residential Home For The Elderly Address The Willows The Broadway Minster Sheerness Kent ME12 2DE 01795 874975 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) Mrs Tracey Melanie Gobbi Mrs Tracey Melanie Gobbi Care Home 10 Category(ies) of Old age, not falling within any other category registration, with number (10) of places The Willows Residential Home For The Elderly DS0000024023.V337856.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 9th May 2006 Brief Description of the Service: The home is situated near the coastal road at Minster and offers accommodation for 10 older people. The ten single bedrooms are located on both the ground and the first floor. There is no shaft lift access between floors and the stairs are narrow and incorporate a bend, so the home may not be suitable for anyone with very limited mobility. However, there is a sitting room on both floors, with the one on the first floor having access to a large balcony, with views over the sea. The home is on a bus route, so provides easy access to all the local amenities in the town of Sheerness, which is roughly two miles away. There is limited parking to the front of the property, but unrestricted on-road parking at the side. Service Users mostly come from the local community and retain their own GPs when moving in. Information from the provider in May 2007 indicates that the fees for the home range from £326.00 per week to £420.00 per week. The Willows Residential Home For The Elderly DS0000024023.V337856.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This report takes account of information obtained since the last inspection, including a visit to the home. An unannounced visit took place on 8th May 2007 between 10.00 hours and 14.10 hours. The visit included talking to the registered provider, deputy manager, two staff members, residents and observing the interactions between residents and staff. An accompanied tour of the building was carried out and various records were checked. The care of three residents was case tracked. At the time of the visit there were eight residents, including one person in hospital. The focus of the visit was to follow up from the last inspection of 9th May 2006 regarding the management of the home, as at that time there was no manager registered and the provider owns and manages another home. At that inspection, the provider had indicated she would have the issue addressed by the end of September 2006. As this has not happened, the visit looked at the overall well-being, safety and quality of life for people living in this home. What the service does well: What has improved since the last inspection? The home has continued to provide good care to residents. There have been no fundamental changes since the last inspection, except that although a manger has not been appointed, the management practices have been developed within a structure that protects residents’ health and safety. There The Willows Residential Home For The Elderly DS0000024023.V337856.R01.S.doc Version 5.2 Page 6 are two deputy managers to cover the week and the provider calls in regularly, is easily accessible for advice and can be at the home quickly if needed. This seems to have worked quite well for the past year. The provider has some improvement plans for the home that, if funding arrangements are successful, would greatly improve residents’ quality of life. These include the installation of a lift to improve access throughout the home for all residents. 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 Willows Residential Home For The Elderly DS0000024023.V337856.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 Willows Residential Home For The Elderly DS0000024023.V337856.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 good. This judgement has been made using available evidence including a visit to this service. Residents can move into the home knowing that their needs have been properly assessed and that the home will endeavour to meet their needs. The home does not admit people for intermediate care, so standard 6 was judged as not applicable. EVIDENCE: The provider, or one of the two deputy managers, carry out a thorough assessment of needs for any prospective resident. This includes obtaining a copy of the care management assessment if possible and visiting the person to meet them and discuss their needs with them and their families and carers. No decision is made about moving in unless everyone involved agrees that The Willows is suitable home for them. The Willows Residential Home For The Elderly DS0000024023.V337856.R01.S.doc Version 5.2 Page 9 The assessment that is completed at this stage covers risk and is used to draw up a care plan. This includes a plan of care for daily living with important information about the person, to ensure that all staff have the basic information available to them to meet the new person’s needs. Information seen covers social, emotional and care needs. Two new residents were spoken to and discussion with them and the care staff indicated that they have settled in well. The care staff have a good understanding of the residents’ needs and evidence seen indicated that the home is meeting their needs appropriately. The Willows Residential Home For The Elderly DS0000024023.V337856.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 good. This judgement has been made using available evidence including a visit to this service. The care planning system provides staff with the information they need to meet residents’ needs. Residents can be confident that their health care needs are being properly managed and they will be treated with respect for their dignity. EVIDENCE: Care plans contain informative personal profiles, comprehensive assessments and guidance for staff on all aspects of health, personal and social care needs of each resident. Key workers complete monthly reviews and records indicate the resident’s involvement. Care plans draw attention to dignity issues. Daily records contain details showing how staff support residents with their personal hygiene, encouraging them to do as much for themselves as possible, to maintain independence. Doctors and other health care professionals are contacted where necessary and their visits recorded. The Willows Residential Home For The Elderly DS0000024023.V337856.R01.S.doc Version 5.2 Page 11 Medication administration, storage and procedures were checked in discussion with the deputy manager. Storage is not ideal due to lack of space in this small home, but it was ascertained that staff follow safe practices. Medication administration records were appropriately signed. The two deputy managers have attended a medication course. Staff have a good understanding of residents’ needs and were seen treating residents with respect for their privacy and dignity. Other observations of staff practices during the visit to the home indicated good care practice, such as the way a staff member was seen assisting a blind person and the communication methods used with a resident who has impaired speech. Two residents indicated that they feel well cared for in this home. The Willows Residential Home For The Elderly DS0000024023.V337856.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 good. This judgement has been made using available evidence including a visit to this service. Residents are enabled to exercise choice in their daily lives and experience a lifestyle that matches their social and recreational needs. EVIDENCE: As this is a relatively small home, staff are able to structure each resident’s daily routine according to their choice. At the moment, most of the current residents are content to lead a quiet life, preferring the sort of activities that provide them with a period of one to one time with their key worker, or chatting to other staff on duty. The majority of residents choose to use the ground floor lounge, where some were seen reading their magazines and watching television. Two residents currently choose to spend their time in their rooms – one was reading the daily newspaper and selecting programmes to watch on television. Staff organise some group activities, such as bingo, softball and exercises to music. Two residents spoken to indicated they were happy living at this home The Willows Residential Home For The Elderly DS0000024023.V337856.R01.S.doc Version 5.2 Page 13 and content with their lifestyles. Visiting is encouraged and most residents have regular contact with relatives. Meals are served to residents either in their bedrooms or in the lounges. The ground floor lounge does not have a dining table, so residents eat their meals served on over-tables sitting in their armchairs. There is a dining table and chairs in the first floor lounge, which is not currently used much. The lunchtime meal looked and smelled appetising and several residents spoken to said they enjoy their meals. Records of meals provided indicated a varied nutritious diet. The Willows Residential Home For The Elderly DS0000024023.V337856.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 good. This judgement has been made using available evidence including a visit to this service. Residents can be assured that their complaints will be listened to and acted upon and suitable arrangements are in place for protecting them from abuse. EVIDENCE: A complaints notice is displayed in the entrance hall, but it had outdated information about how to contact the Commission for Social Care Inspection local office. The provider said she would correct this. Two residents spoken to indicated they would speak to staff if they had any concerns. The provider and deputy manager said they explain the complaints procedure to residents and their relatives and encourage them to discuss any concerns with them. In practice, things are usually sorted out before they escalate into a complaint. The provider said there have been no formal complaints received since the last inspection. Staff indicated their understanding of adult protection procedures and confirmed that they have received training. The Willows Residential Home For The Elderly DS0000024023.V337856.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, 25 & 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents live in an attractive, well-maintained, homely environment. Although there are some limitations of access within the building, care is taken to ensure that the home suits residents’ individual needs. EVIDENCE: The home was very clean and pleasant smelling throughout. The provider recognises that there are some limitations of space due to the size of the building and that some residents might find difficulty in walking up the stairs without help. As there is a spacious lounge on the first floor with lovely sea views, it would be nice if this facility could be better used. The provider discussed future improvement plans for the home to include: the installation of a shaft lift, a separate laundry room, an extension to the ground floor lounge and flattening of the patio area to remove the sloped access. The provider The Willows Residential Home For The Elderly DS0000024023.V337856.R01.S.doc Version 5.2 Page 16 hopes that if all this can be achieved, the lift installation will open up the first floor lounge to more residents and improve their quality of life. The provider confirmed that all maintenance contracts are up to date and that the building complies with the fire safety requirements. Radiators are not guarded and the risk of burns was discussed with the provider who explained that as most bedrooms are small, the room taken by radiator guards would have more of an adverse effect for residents, because they would not be able to fit all the furniture in the rooms so well. Action to reduce risk includes having thermostatic radiator valves, which staff adjust, to suit individual needs. There is currently a combined laundry and office area. This is not ideal, but the staff have learnt to make the best use of the room to accommodate the dual function as safely as possible. Care is taken when dealing with soiled laundry to follow appropriate infection control procedures. There is no separate hand washbasin in this room, so staff use the sink, which is also used for washing hand wash articles, or they use a hand washbasin in the kitchen nearby. It was recommended that a separate hand washbasin be provided in the laundry. The Willows Residential Home For The Elderly DS0000024023.V337856.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 good. This judgement has been made using available evidence including a visit to this service. Residents’ needs are met by the well-trained, enthusiastic and supportive staff team at this home. Adequate recruitment procedures are in place to protect residents but some aspects would benefit from strengthening. EVIDENCE: From discussions with the provider, deputy manager, one staff member, two residents and observations made throughout the visit, it was ascertained that the staffing arrangements are appropriate to meet the needs of the current group of residents. Residents’ dependency needs currently do not require high levels of support from staff, for instance, there are no residents who require more than one member of staff to assist with mobility or personal care. Rotas indicate two carers on duty throughout the day, with an additional person for cleaning duties on five mornings a week. The provider is readily available if required for help, advice or support. Arrangements are in place to provide cover for holidays and other staff absences. Evidence was seen of good staff training, including National Vocational Qualifications (NVQ) in care level 2 and a wide variety of short courses to equip staff with the knowledge and understanding to do their jobs well. Staff The Willows Residential Home For The Elderly DS0000024023.V337856.R01.S.doc Version 5.2 Page 18 spoken to showed a good understanding of the actions they needed to take to promote and ensure equality and diversity. Two residents with specific needs indicated their confidence in the care staff and this was supported by observations of good staff practices. The home does not have a staff-training matrix and the provider agreed that this would be beneficial to indicate dates courses are completed, when updates are due and where there are any gaps in training. Two staff files were checked and contained appropriate paperwork. It was discussed that the application form could be improved to encourage applicants to provide a full employment history. References are obtained, but the reference request letters do not provide for the referee to date the reference, so there were two undated references. The provider confirmed these had been received prior to the new person starting work at the home, but agreed to make the amendments to the paperwork for future use. Criminal records bureau (CRB) checks are obtained, but there was no evidence on file of a protection of vulnerable adults register (POVA) first check for one staff member who started work before receipt of the full CRB check. The provider agreed to keep an e-mail print out on staff files in future for verification. The Willows Residential Home For The Elderly DS0000024023.V337856.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. Management practices at this home ensure that residents’ best interests are promoted and protected even though there is no registered manager. However, there are some record keeping and safety management aspects that need reviewing. EVIDENCE: At the last inspection of 9th May 2006, the acting manager had just left and the provider had indicated she would appoint a new manager by the end of September 2006. This has not happened. The provider explained that although she owns and manages another home, it is only a two-minute drive from this home and in practice she feels she has successfully managed both The Willows Residential Home For The Elderly DS0000024023.V337856.R01.S.doc Version 5.2 Page 20 homes for the past year. The Willows has two competent deputy managers and a stable staff group. The provider has daily contact with the home and visits almost every day during the week. Senior staff are appropriately supervised by the provider. The provider was asked to put her case in writing to the commission for being the registered manager of the two homes, in order to resolve this outstanding issue. Evidence obtained at this inspection indicates that the management approach of this home has created an open, positive atmosphere and that the current arrangements are suitable for a small home of this size. The future development plans for the home have been set out under the Environment Section above. They are dependent upon obtaining a grant from the local authority that has been tendered for. It is anticipated that the outcome will be known by the end of May 2007. If this is unsuccessful, it might not be possible to go ahead with the planned lift installation and the other changes linked to this would have to be reviewed. Systems for dealing with residents’ monies were seen to be appropriate with records of monies received, expenditure, dates and signatures. Safety precautions include the completion of a fire safety risk assessment, regular fire safety equipment tests and six monthly staff fire instruction. Environmental risk assessments have not been routinely recorded and radiators are not guarded. The risk of burns was discussed with the provider who explained action taken to reduce this risk and agreed that it should be recorded within environmental risk assessments. The provider stated that nine staff have attended first aid training courses and two are booked to attend a course in September 2007. She confirmed that most staff have completed all the necessary health and safety training. The provider was reminded to inform the commission about serious illnesses or hospital admissions as required under regulation 37. The Willows Residential Home For The Elderly DS0000024023.V337856.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 3 x x N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 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 3 3 x x x x x 2 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 2 x 3 x 3 x x 2 The Willows Residential Home For The Elderly DS0000024023.V337856.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? Yes 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 OP38 OP25 Regulation 13(4) Requirement Any unnecessary risks to the health & safety of residents are identified and so far as possible eliminated. To consult with the Environmental Health Officer as to whether the home is meeting health and safety legislation re: assessment of environmental risks (to include the risk of burns from hot radiator surfaces) and to take any action that is required. Timescale for action 31/07/07 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 Refer to Standard OP29 Good Practice Recommendations It is recommended that the application form be revised to ensure that a full employment history is obtained and applicants are requested to provide a satisfactory DS0000024023.V337856.R01.S.doc Version 5.2 Page 23 The Willows Residential Home For The Elderly explanation of any gaps in employment. Reference request letters to be revised to ask referees to date the reference. Evidence of POVA First checks to be kept on staff files. 2 OP30 It is recommended that a staff-training matrix is kept available at the home to show dates courses are completed. This will then provide an easy to access indication of when updates are needed and where there are any shortfalls. The Willows Residential Home For The Elderly DS0000024023.V337856.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Maidstone Local 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 Willows Residential Home For The Elderly DS0000024023.V337856.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. 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!