CARE HOMES FOR OLDER PEOPLE
Wellington House Longforth Road Wellington Somerset TA21 8RH Lead Inspector
Ms Sue Hale Unannounced Inspection 28th November 2006 09:30 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information
Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Wellington House DS0000028255.V319584.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. Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION
Name of service Wellington House Address Longforth Road Wellington Somerset TA21 8RH 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) 01823 663667 01823 665917 Wellington Care (Somerset) Ltd Mrs Elizabeth Anne Thorne Mrs Margaret Milton Care Home 33 Category(ies) of Dementia - over 65 years of age (33) registration, with number of places Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION
Conditions of registration: 1. 2. 3. Room 18 should only be used for service users who are mobile and able to use the nearby facilities. Up to 5 beds, can be used for people over the age of 65 with mental health needs (not dementia) One named person under 65 years of age, as detailed in variation application of 18/4/06. Date of last inspection Brief Description of the Service: Wellington House is set in the centre of Wellington within walking distance of all local amenities. The home is owned by Wellington Care Limited and is registered to provide personal care to up to 33 people over the age of 65 who have a dementia or other mental health difficulties. Maggie Milton and Elizabeth Thorne share the registered manager position. Wellington House is part of a three-way partnership with Somerset Social Services and the Somerset Partnership NHS and Social Care Trust through the special rate scheme. There is a liaison nurse who visits the home regularly to give advice and support. The house itself is a well presented home. Accommodation set on three floors with a passenger lift between. All bedrooms are for single occupancy. With the exception of two, all rooms have en suite facilities. Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 5 SUMMARY
This is an overview of what the inspector found during the inspection. The inspection was unannounced and took place over the course one-day in November 2006. The Inspector spoke to the registered providers, the registered managers, some members of staff, some visitors to the home and several people who live at Wellington House. The Inspector looked at some residents and staff personal files and other documentation related to the running of the home. The Inspector looked around the home and spent time in the residents’ lounges observing the daily routine. Surveys were sent to some residents and nine were returned, many of which had been completed with assistance from families/representatives. Surveys were also sent to medical and health care professionals and seven were returned. Comments made on the surveys are incorporated into the body of this report. There are no requirements made following this inspection. The current fees are £436 per week. What the service does well:
Admissions to the home only take place if the service is confident staff have the skills, ability and qualifications to meet the assessed needs of the prospective resident. The staff management team consider the application together with other professionals where information is shared and debated before agreement is given for admission. All residents have a care plan that covers all their health, social and care needs. Care plans are reviewed and updated as necessary. Residents have access to medical and health care professionals. It was very positive to see that residents, if at all possible, are taken by staff to medical and health care appointments in the community. The home handles and administers medication safely and in line with policies and procedures. Residents are treated with dignity and their right to privacy respected. Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 6 Residents are able to enjoy a full and stimulating lifestyle to the best of their ability. Routines, activities and plans are resident focused and can be quickly changed to meet individual residents needs. The atmosphere in the home was noted to be calm and relaxed. The quality of homemade food served in the home was a very high standard. All the residents spoken to liked the food. Staff were available to offer appropriate and discreet assistance if necessary. Residents are actively encouraged to keep in contact with family and friends and visitors are welcome at the home at any time. The shared areas provided choice, with opportunities to see relatives and friends in privacy in their own rooms. All the medical and health care professionals that returned surveys indicated that the home communicated clearly and worked in partnership with them and were very positive about the standard of care offered by Wellington House. The policies and procedures regarding protection of residents were of a good quality and are reviewed and updated as necessary. The service is clear when incidents need external import and who to refer the incident to. The home has a very well maintained environment, which provides aids and equipment to meet care needs of residents. It is a very pleasant safe place to live. There is a choice of bathing facilities, bath and showers and there are a number of toilets strategically placed around the home. The home has enough staff to ensure the residents’ needs are well met and the majority of staff employed at the home are qualified to NVQ level 2 or above. One resident described the staff as ‘very friendly and always helpful’. Recruitment procedures are thorough and protect the residents from the risk of abuse. The induction programme is thorough to make sure that all new care staff are able to work effectively at the home. Staff are well supervised and the home is well managed with good leadership from the joint managers and the registered providers. The home works hard to involve residents, relatives, staff and other interested parties in the running of the home and their views are sought as part of the quality assurance systems. Residents’ financial interests are safeguarded by the policies and procedures in place. Records were well kept, up-to-date and kept securely. The health and safety of residents and staff is ensured by the policies, procedures and practices within the home.
Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 7 One relative said that they were ‘very pleased with the care given’. What has improved since the last inspection? What they could do better:
The complaints policy should make clear that complainants are able to contact the Commission for Social Care Inspection at any stage of a complaint. The residents’ handbook should include the sizes of the rooms available at the home, how interested parties can view the CSCI inspection reports and more detail about the fire and emergency procedures at the home. Please contact the provider for advice of actions taken in response to this
Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 8 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. Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 9 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 Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 10 Choice of Home
The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2, 3. Standard six is not applicable to the service Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home produces information about the environment and the services it provides so that prospective residents, their relatives/representatives can make an informed decision about residency. Admissions to the home only take place if the service is confident staff have the skills, ability and qualifications to meet the assessed needs of the prospective resident. The staff management team consider the application together with other professionals where information is shared and debated before agreement is given for admission. EVIDENCE: Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 11 The home produces a resident’s handbook that acts as a Statement of Purpose/service user guide. This provides information to prospective residents, relatives/representatives about the services that the home provides. This needs minor amendment to include the size of all the residents’ rooms at the home, how readers can obtain the CSCI inspection reports and more details about the fire precautions and associated emergency procedures. All rooms at the home are block contracted by Somerset Social Services and Somerset NHS and Social Care Trust. A member of the community mental health team assesses all prospective residents. A senior member of the home’s staff also meets and assesses any prospective residents to ensure that they will be able to meet their needs and also to determine their compatibility with people already living at the home. Prospective residents and their relatives/representatives are able to visit the home and spend time there before making a decision about residency. Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 12 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. All residents have a care plan that covers all their health, social and care needs. Care plans are reviewed and updated as necessary. Residents have access to medical and health care professionals. The home handles and administers medication safely and in line with policies and procedures. Residents are treated with dignity and their right to privacy respected. EVIDENCE: All residents have a pre admission assessment from which individual care plans are created. The home uses the SHARP system of care planning, which covers
Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 13 all areas of physical care and has some areas of mental health and psychological need. The inspector looked at four care plans in detail, it was noted that they were well-maintained, up-to-date and contained sufficient detail and instructions for staff to be clear on how residents needs were to be met. All residents are registered with local GP’s and other healthcare professionals in line with their individual needs. All medical appointments are recorded in the care plan. It was good to see that residents who are able to are supported by staff to attend the GP surgery. Discussion with the managers and checking of residents’ files gave evidence that the home have developed good links with local professionals. A specialist liaison nurse visits the home on a regular basis to offer guidance and support on mental health issues. Re-assessments of needs are carried out by appropriate professionals when the home feel they are no longer to meet a residents needs. The home uses the Boots Monitored Dosage system for all medication. There is adequate storage for medication including controlled drugs and those that require refrigeration. The inspector viewed the Medication Administration Records and found them to be well maintained. Controlled drugs were checked and records correlated with stocks held. All residents have single rooms where they are able to spend time in private if they wish to. The inspector observed that staff interacted with residents in a respectful and friendly manner. All requests for assistance were handled in a sensitive manner. All personal care is carried out in private. Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 14 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 excellent. This judgement has been made using available evidence including a visit to this service. Residents are able to enjoy a full and stimulating lifestyle to the best of their ability. Routines activities and plans are resident focused and can be quickly changed to meet individual residents needs. The quality and standard of homemade food served in the home was very good. Residents are actively encouraged to keep in contact with family and friends and visitors are welcome at the home at any time. EVIDENCE: The routines of the home are as flexible as possible to meet the needs and preferences of the residents. Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 15 The inspectors observed that throughout the day there was interaction between staff and residents. Some activities were arranged on a group basis and for those that did not wish to join in staff spent time with them on a one to one basis. The home employs two activity workers and there is a weekly activity programme, which is displayed in the home. In addition to the activities workers the home also has regular outside entertainers, a visiting artist, a music therapist and representatives from the church visiting the home. It was apparent on the day of the inspection that care staff sees providing social stimulation as a major part of their role. Plans were in place for Christmas activities including a party in the home and visits to see Christmas lights in local towns. The home operates a 4 week menu and all meals are cooked on the premises using local produce and suppliers where available. The inspector observed the main meal of the day being served, it appeared appetising and nutritious, and portions seen appeared ample. Staff showed residents the choice of meals and allowed them to make choices at the dinner table. The cook told the inspector about the plans for Christmas menus and that homemade Christmas puddings had already been prepared and homemade Christmas cake would also be made. The cooks are qualified and experienced in cooking for older people and are an important member of the care team and are well aware of the dietary needs of residents. Mealtimes are relaxed, staff are patient and helpful and allow residents the time they needed to finish their meal comfortably. A new cooker and freezer have been purchased. A visitor to the home commented that the ‘meals always appeared very good’. Throughout the day of the inspection the Inspector observed staff treated residents in a friendly, professional and respectful manner. A professional who visits the home commented that ‘the residents are treated with respect’. Visitors were observed to be made welcome in the home and one visitor told the inspector that staff made considerable effort to support him to take meals privately with his wife when he visited at mealtime. Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 16 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. The policies and procedures regarding protection of residents were of a good quality and are reviewed and updated as necessary. The service is clear when incidents need external import and who to refer the incident to. EVIDENCE: There are policies in respect of making a complaint, recognising and reporting abuse and whistle blowing. The complaints procedure is contained in the service user guide and is on display in the main entrance hall. It needed minor amendment to make sure complainants know that they are able to contact the CSCI at any stage of a complaint. A visitor spoken to was clear about how they could make a complaint if they wanted to and was confident that the management team would deal with this effectively. The home has a copy of the Somerset ‘Safeguarding Vulnerable Adults’ policy and staff have received training in recognising and reporting abuse. All staff are checked against the Protection Of Vulnerable Adults register before commencing work and undergo an enhanced Criminal Records Bureau check. The homes finance policy makes it clear that staff are not allowed to accept gifts from residents and are precluded from assisting with, all benefiting from residents wills.
Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 17 Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 18 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, 20, 21, 22, 23, 24, 25, 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has a well-maintained environment, which provides aids and equipment to meet care needs of residents. It is a very pleasant safe place to live. The shared areas provided choice, with opportunities to see relatives and friends and privacy are in their own rooms. There is a choice of bathing facilities, bath and showers and there are a number of toilets strategically placed around the home. EVIDENCE: Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 19 The home is set in the centre of the town of Wellington; it is within walking distance of the town centre and all other local amenities. Residents’ accommodation is set over three floors and there is a passenger lift between. The home specialises in the care of people who have a dementia and is locked by an electronic keypad. There are secure landscaped garden areas to the front and side of the home and all residents have unrestricted access to these. The home was clean and tidy and free from odours on the day of the inspection. All rooms are for single occupancy, all are clearly marked with names and pictures to enable service users to orientate themselves and therefore promote independence. A sample of bedrooms were viewed all had been personalised to reflect the tastes and needs of the individual residents. There is an ongoing programme to replace furniture throughout the home. New dining-room tables have been purchased and the TV lounge decorated since the last inspection All communal areas are located on the ground floor. There are two large lounge/diners and a conservatory. Residents have unrestricted access to all communal areas. All areas seen were well maintained and comfortably furnished. Bathrooms were homely with plants and pictures. There is a large laundry on the ground floor and this was seen to be well organised and clean. There is a team of domestic staff who are responsible for the cleanliness of the home. All the surveys returned by residents/relatives indicated that the home was always fresh and clean. Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 20 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. The home has enough staff to ensure the residents’ needs are well met. The majority of staff employed at the home are qualified to NVQ level 2 or above. Recruitment procedures are thorough and protect the residents from the risk of abuse. The induction programme is thorough to make sure that all new care staff are able to work effectively at the home. EVIDENCE: The home employees 26 care staff and 12 ancillary staff. 65 of the care staff are qualified to NVQ to level 2 or above which enables them to provide a high standard of care to residents. Management encourage staff members to undertake qualifications beyond the basic requirements, and recognise the benefits of a skilled, trained workforce. Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 21 The service has a good recruitment procedure and this had been followed on all new staff files checked on the day the inspection. Staff are not employed to work in the home until the appropriate POVA First and Criminal Records Bureau checks have been undertaken. All staff undertake induction training in a new format recently introduced to the home. All staff spoken to were very positive about their access to training and that they were paid to attend. All staff are given their own handbook containing information relevant to their role in the home. One resident spoken to said that they liked the staff because ‘they look after me’. One comment made by a visitor to the home was that ‘staff seemed to understand their (residents) needs’. A professional who visits the home said that they were ‘very happy with the care provided’, senior staff were described as ‘very sensible’, and that the staff team were ‘very professional’. Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 22 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): 31,32, 33, 35, 36, 37, 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Staff are well supervised and the home is well managed with good leadership from the joint managers and the registered providers. The home works hard to involve residents, relatives, staff and other interested parties in the running of the home and their views are sought as part of quality assurance systems. Residents’ financial interests are safeguarded by the policies and procedures in place. Records were well kept, up-to-date and kept securely. Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 23 The health and safety of residents and staff is ensured by the policies procedures and practices within the home. EVIDENCE: Margaret Milton and Elizabeth Thorne share the registered manager position. All responsibilities are shared and both continue to work alongside care staff to offer ongoing support and guidance. Between them they have many years experience of working with older people and older people with mental health difficulties. Both managers have completed National Vocational Qualifications (NVQ) at level 4. Ms Thorne has recently successfully completed a dementia care mapping training course. There is clear management structure in the home with identified lines of accountability and responsibility. There is a senior carer on duty on each shift that offers support to less experienced members of staff. All staff receives regular formal supervision in addition to ongoing informal supervision. A regular newsletter is compiled for staff to ensure that everyone is kept up to date with happenings in the home. There is also a regular newsletter for residents and their representatives. The newsletters include information about inspection visits and their findings. All staff spoken to was very positive about the support and encouragement available at all times from the management team. The management team were described as ‘always available’, ‘supportive’ and ‘approachable’. Residents living at the home require assistance with managing their money and this is provided by their family/representatives and support from the home as necessary. The home manages some residents’ personal allowance on their behalf and appropriate records and receipts are kept and regularly audited. The home has measures in place to ensure the health and safety of service users. A full time maintenance person is employed who carries out regular checks on the building and equipment. Excellent records are kept of these checks. Fire alarms are tested weekly in house and emergency lighting is tested monthly. The system is regularly serviced by outside contractors. Staff receive regular training in fire safety and take part in random fire drills. A record is kept of staff that has attended fire safety training and drills. All equipment in the home is regularly serviced and checked. This includes wheelchairs, water temperatures, electrical appliances and call bells.
Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 24 All accidents in the home are recorded and the managers audit these records on a regular basis. A sample of policies and procedures were viewed by the inspector and found to be appropriate to the home. There was evidence that policies and procedures are kept up to date by regular review. Records were kept securely and in line with the Data Protection Act 1998. Certificates of registration and insurance were up to date and displayed in the entrance hall. Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 25 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 2 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 4 13 3 14 3 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 3 3 3 3 3 3 3 STAFFING Standard No Score 27 3 28 4 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 3 X 3 3 3 3 Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 26 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. Standard Regulation Requirement Timescale for action 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 OP1 Good Practice Recommendations The residents’ handbook should include the sizes of the rooms available at the home, how interested parties can view the CSCI inspection reports and more detail about the fire and emergency procedures at the home. Wellington House DS0000028255.V319584.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Somerset Records Management Unit Ground Floor Riverside Chambers Castle Street Taunton TA1 4AL 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
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