Inspection on 04/03/08 for Victoria Highgrove

This inspection was carried out on 4th March 2008.

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

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Victoria Highgrove 26/02/09

Victoria Highgrove 29/09/08

Victoria Highgrove 11/12/06

Victoria Highgrove 07/12/05

Victoria Highgrove 23/06/05

Victoria Highgrove 04/02/05

Victoria Highgrove 03/08/04

Similar services:

Springfield House

The Shelley

Thorndene

Sutton Lodge Nursing Home

St Helier`s Residential Hotel

St Joseph`s

Ridgemount

Wingham Court

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

CARE HOMES FOR OLDER PEOPLE Victoria Highgrove 59 Dyke Road Avenue Hove East Sussex BN3 6QD Lead Inspector Mark Hemmings Unannounced Inspection 4th March 2008 09:15 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 Victoria Highgrove DS0000014071.V360545.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. Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Victoria Highgrove Address 59 Dyke Road Avenue Hove East Sussex BN3 6QD Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of manager (if applicable) Type of registration No. of places registered (if applicable) 01273-562739 01273-882818 sueknights.victorianursinghome@virgin.net Victoria Nursing Homes Limited Ms Linda Ayres Care Home 23 Category(ies) of Old age, not falling within any other category registration, with number (23), Physical disability (23), Terminally ill (23) of places Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. The maximum number of service users to be accommodated is twenty-three (23) Service users must be older people aged sixty-five (65) years or over on admission Service users may have a physical disability Date of last inspection 11th December 2006 Brief Description of the Service: Victoria Highgrove (the Service) is registered to provide nursing care and personal care for 23 older people. The premises are a detached four-storey property. All of the people in residence have their own bedroom. All of the bedrooms have a private wash hand basin and toilet. All but one also have a private bath or shower. There is a passenger lift that gives step-free access around the accommodation. There is a call bell system. This enables people to contact a member of staff if they need assistance. There are various items of equipment such as hoists to help people who experience reduced mobility. The property stands in its own gardens. It is set back from the main road. There are no shops within easy walking distance. Hove town centre is about one mile away. There is a bus stop just outside the Service and there is some off-street parking. The Registered Provider is a private limited company. It operates four other similar services in the area. People who might want to move in can get information from several sources. There is a Service Users’ Guide. This is a brochure that outlines the principal features of the facilities and services available in the Service. There is also a document called a Statement of Purpose. This gives a more detailed account of the provision in place than does the Guide. The Registered Provider ensures that a copy of the most recent Inspection Report from the Commission, is available for reference. The range of fees charged currently for each person’s residence in Victoria Highgrove runs from £512.00 to £750.00 per week. Daily rates are available for short stays. The actual fee charged depends upon the source of funding, the bedroom occupied and the amount of assistance required. The fee includes the provision of accommodation, nursing care, personal care, catering and laundry. It does not include items such as the purchase of toiletries and other Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 5 services such as consultations with the hairstylist. Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 6 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this Service is Two (2) Star. This means that the people who use this Service experience good quality outcomes. The Commission since 1 April 2006, has developed the way it undertakes its inspection of care services. This inspection of the Service was an unannounced “Key Inspection”. The Inspector arrived at the Service at 09.15 and was in the Service for about six hours. It was a thorough look at how well the Service is doing. It took into account detailed information provided by the Registered Provider. Further, it considered any information that the Commission has received about the Service since the last inspection. What the service does well: What has improved since the last inspection? Various ongoing repairs to the premises have been completed. Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 7 A number of training courses have been provided for nurses and care workers. 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. Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 3 and 6. People who use the Service experience good outcomes. This judgement has been made using available evidence including a visit to the Service. People who might want to move in have their needs and preferences identified so that they can be met. EVIDENCE: The Director of Nursing and the Manager complete an assessment of each prospective person’s needs for assistance. This is done before a decision is made about whether or not the Service is a suitable place for the person’s residence. The assessment is completed in consultation with the person concerned. As appropriate, members of their family are involved. When Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 10 applicable, care managers (social workers) are also asked to make a contribution. The Service has seven places that are reserved for people who do not plan to make it their longer-term home. This is usually because they have been in hospital and are not quite ready to go back to their own home. Their length of stay is normally between one week and a month. These people are assisted to recover their strength and they receive help with their rehabilitation before going home. Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 11 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): Standards 7, 8, 9 and 10. People who use the Service experience good outcomes. This judgement has been made using available evidence including a visit to the Service. People are provided with the personal and health care they need. EVIDENCE: The people in residence say that the nurses and the care workers offer them all the assistance they need. There is a written individual plan of care for each person. These are important documents. This is because they form one of the means by which people can be informed about and can agree to the assistance they will receive. Also, the plans are a source of information for staff. This then helps them to provide nursing care and personal care in a consistent manner. The Inspector examined four of these plans. They were clear and suitably Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 12 detailed. There was evidence that they are kept under active review so that they remain up to date. Sensible steps are taken to ensure that people do not have any avoidable accidents. For example, someone can choose to have bed rails fitted if they are worried about rolling out of bed. People are assisted to maintain their health. Nurses and care workers are alert to the need to identify occasions when someone is becoming unwell. This is so that medical assistance can be sought promptly. Suitable arrangements are in place to enable people’s medication to be retained and to be dispensed reliably in accordance with the doctors’ instructions. This includes medicines being checked when they are received into the Service to make sure that they are correct. It also includes nurses carefully checking when they are dispensing to ensure that the right amount of each medicine given and that it is administered to the intended person. The Manager actively considers each person’s ability to manage medicines for themselves. At the moment, no one has elected to do this. The people in residence unreservedly praise the members of staff. They say that they are courteous and attentive. Two people summed up the general mood in their comments. One said, “they (the nurses and the care workers) are really absolutely wonderful. When I came here I didn’t know what to expect. They have all been so kind and caring. Nothing is too much trouble for them. They really are like family and I want you to say this in your report so that other people can know how good this home really is”. The other said, “caring and human concern are part of the heart of this home. You know things are right when staff shed a tear after someone has passed away. They really care, not like it’s some job that they do because they get paid and that’s all it is to them”. Victoria Highgrove DS0000014071.V360545.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): Standards 12, 13, 14 and 15. People who use the Service experience good outcomes. This judgement has been made using available evidence including a visit to the Service. There is only a limited calendar of social activities. People are free to spend the day as they wish. Good quality meals are served. EVIDENCE: There is a calendar of social events held in the Service. This involves an activities coordinator who calls one day a week to hold small group and one-toone activities with those people who are interested. These activities include things like word games and craft work. As and when the weather permits, some of the people are accompanied for short walks outside to get some fresh air. About once every three months, there is an entertainer who calls to the Service to play music. Apart from this there are no other organised activities. The Manager says that this is because people prefer to organise their time for Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 14 themselves spending time in the privacy of their bedrooms. The people in residence have not been actively consulted about this matter. The Manager is now going to address this oversight by asking each person if they would like to see any additional social opportunities provided. This exercise is going to be completed by 1 June 2008. The people in residence say that the pace of daily life in the Service is relaxed and unhurried. They say that they are free to decide what to do each day. People are assisted to keep in touch with members of their families, if this is necessary and if it is their wish. Family members and friends are welcome to call to the Service at any reasonable time. The Manager keeps in touch with family members so that they know how things are going. People say that they receive good quality meals and that they have enough to eat. They consider meal times to be a relaxed and pleasant experience. There is a choice of dish available at each meal time. The menu provides people with a normal healthy diet. Victoria Highgrove DS0000014071.V360545.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): Standards 16 and 18. People who use the Service experience good outcomes. This judgement has been made using available evidence including a visit to the Service. Suitable arrangements have been made to respond to complaints and to promote the wellbeing of the people in residence. EVIDENCE: There is a written complaints procedure. This explains how the people in residence and other interested parties can go about raising a concern. It does not explain that people can approach the Commission direct rather than having to first use the Registered Provider’s internal procedure. The Registered Provider is going to correct this oversight by 1 June 2008. Neither the Registered Provider nor the Commission, have received a complaint about the Service since the last Key Inspection. There is a written statement of the Registered Provider’s commitment to promote the wellbeing of the people in residence. The nurses and care workers are aware of how to go about safeguarding in practice the interests of the people who live in the Service. Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 16 The people in residence say that they feel safe living in Victoria Highgrove. Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 19, 22, 25 and 26. People who use the Service experience good outcomes. This judgement has been made using available evidence including a visit to the Service. The people in residence live in a comfortable setting that promotes their independence. EVIDENCE: The accommodation is presented to a good domestic standard. This means that the communal rooms and the bedrooms are decorated and furnished in a homely and comfortable way. Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 18 The premises are fitted with an automated fire detection system. This provides a high level of fire safety protection. The Registered Provider has prepared a fire risk assessment. This has been done to ensure that there are no particular hazards that might undermine the level of protection in place. The assessment has identified a small number of items that need attention. The Registered Provider says that these will be completed by 1 August 2008. The kitchen is clean and well organised. The cook is aware of the principles of good food management and of the importance of hygiene. The Registered Provider says that the local Department of Environmental Health has not required any improvements in the kitchen that remain outstanding. Suitable provision has been made to support those people who experience difficulties with getting about. There are bath hoists and mobile hoists. Also, there are banister rails. At strategic locations, there are assistance poles. These are fitted to the wall and they are there for people to hold onto for extra support. The people in residence say that the accommodation is always kept comfortably warm. The accommodation was warm on the day of the inspection even though it was very cold and windy outside. There is a constant supply of hot water. Sensible steps have been taken to help reduce the chance of someone being burnt or scalded accidentally. Suitable arrangements are in place to enable clothes and bed linen to be laundered to a normal domestic standard. The Registered Provider is going to check with the local water supply company to make sure that it complies with new regulations about preventing used water from leaking back into the main pipe-work. This will be done by 1 July 2008. Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 27, 28, 29 and 30. People who use the Service experience good outcomes. This judgement has been made using available evidence including a visit to the Service. The Service is adequately staffed by trustworthy people who know what they are doing. EVIDENCE: In the morning and until the early afternoon, there are four care workers and one nurse on duty. This number reduces to three care workers and one nurse until the night staff begin. At night, there are two care workers and one nurse on waking duty. Most of the food preparation is done in a central kitchen that is located in another of the Registered Provider’s local services. The cook who is based part time in the Service, does some extra food preparation. There are housekeepers who do most of the cleaning. The Service is staffed adequately given the needs for assistance of the people currently in residence. There are 15 care workers employed in the Service. Only one of them has acquired a National Vocational Qualification (NVQ) in health and social care. Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 20 This Award is useful because it provides care workers with a range of opportunities to confirm elements of good care practice and to extend their range of skills. The Manager says that it is hoped that more care workers will begin studying for the Award this year. The Registered Provider completes a number of security checks in relation to new nurses and care workers. This is done to ensure that they are trustworthy people who are suitable to have unsupervised access to the people in residence. Two sets of the records relating to this matter were reviewed. There were omissions in both in that the employment histories had gaps in them that had not been explained. There is a Requirement in relation to these matters at the end of this Report. New nurses and care workers receive introductory training before they work without direct supervision. This is done to make sure that they have the skills and knowledge they will need in order to support effectively the people in residence. After that, the nurses and care workers are provided with ongoing training. This is designed to develop further their ability to provide a high quality nursing and residential care experience. Some aspects of the way in which this training is planned, delivered and recorded are not as clear as they might be. The Registered Provider is recommended to address this by introducing a competency assessment model that is recognised by the Commission to constitute good practice. The Inspector spoke with one of the nurses and with two of the care workers. They have a good knowledge of the assistance needed by the people in residence and they have a clear understanding of their respective roles. Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 31, 33, 35, 36 and 38. People who use the Service experience good outcomes. This judgement has been made using available evidence including a visit to the Service. The Service is well managed. There is a useful quality assurance system. Sensible provision has been made to promote the health and safety of the people in residence. EVIDENCE: Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 22 The Manager is a Registered General Nurse. She does not have a formal management qualification. She says that she intends to address this matter by beginning to study for the Registered Manager’s Award during the course of 2008. This Award is recognised by the Commission to be directly relevant to the management of good quality residential care services. The Registered Provider has not yet applied to the Commission to register the Manager in her post. This matter now needs to be addressed. There is a Requirement in relation to this point at the end of this Report. The Manager has a good understanding of how the Service runs in practice. Various things are done to promote good team-work. There are staff meetings. Also, there are handover meetings at the beginning and end of each shift. These are important because they help individual nurses and care workers to keep up to date with how things are going for each of the people who use the Service. Several things are done to consult with the people in residence about how well the Service is running. These include informal discussions with each person. All of the people in residence with whom the Inspector spoke, emphasised how much they feel themselves to be involved in things. One person summarised the mood when she observed, “I’m always being asked how I am and what I want. It’s nothing for Linda (the Manager) to come into my room and have a really good chat with me about all sorts of things. If I say I want something you can be sure she’ll do her best to get it”. There is also a more organised system that involves people being invited to complete questionnaires. The information collected by these means also shows that the people in residence are happy with how things are going. The Registered Provider is now going to develop further the quality assurance system. This will be done by extending the process of consultation to include members of staff. Also, it will mean that the results of the consultation exercise will be summarised in an annual quality report. This report will explain what action is to be taken in relation to any suggested improvements. The Registered Provider is going to complete the first of these quality reports in time for its results to be notified to the Commission in 2009. The Registered Provider assists some the people in residence to manage their personal spending allowance. This is done for the convenience of the people, so that they have enough funds to hand to purchase everyday goods and services. Two sets of the records used to administer this arrangement were reviewed. They showed that the various transactions were proper and correct. Each of the nurses and care workers meets regularly with someone senior to review their work and to plan things such as attending training courses. Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 23 Regular checks are completed to ensure that the Service’s fire safety equipment remains in good working order. Members of staff know what to do if there is a fire emergency. However, the programme of recorded unannounced fire drills is overdue. The Registered Provider says that this oversight will be corrected by 1 April 2008. Items of equipment such as the passenger lift, the hoists and gas appliances are being inspected and serviced in the correct manner. The Registered Provider says that the electrical wiring installation has been certified as being safe-worthy. However, the certificate to demonstrate this could not be located. The Registered Provider is going to submit to the Commission a new certificate when the installation is re-inspected later in the year. There have not been any significant accidents or other unwelcome events in the Service since the last Key Inspection that are a cause for concern. The Registered Provider checks the premises and the accommodation to ensure that there are no hazards that might cause someone to have an accident. Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 24 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 3 HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 4 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X 3 X X 3 3 STAFFING Standard No Score 27 3 28 1 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 X 2 X 3 3 X 3 Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 25 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 OP29 Regulation 19 Requirement The registered person shall not employ a person to work at the care home unless the employer has obtained in respect of that person a full employment history together with a satisfactory written explanation of any gaps in employment, In that, the Registered Provider must complete a suitably detailed employment history in relation to Nurse A and Care Worker A. The registered provider shall appoint an individual to manage the care home where there is no registered manager in respect of the care home and where the registered provider is an organisation or partnership, In that, the Registered Provider must submit to the Commission an application to register the Manager in her post. Timescale for action 01/06/08 2. OP31 8 01/05/08 Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 26 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 Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 27 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 Victoria Highgrove DS0000014071.V360545.R01.S.doc Version 5.2 Page 28 - 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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