Inspection on 23/01/07 for West Bank Care Home

This inspection was carried out on 23rd January 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. 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. These are things the inspector asked to be changed, but found they had not done. The inspector also made 11 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

West Bank Care Home 06/11/09

West Bank Care Home 15/10/08

West Bank Care Home 16/10/07

West Bank Care Home 17/05/06

West Bank Care Home 16/01/06

West Bank Care Home 11/05/05

West Bank Care Home 08/11/04

West Bank Care Home 26/04/04

Similar services:

Larch Avenue

Alderson Road 12

Cranworth Close Registered Care Home

The Cornerstone

John Street Nursing Home

Pennine Camphill

Muston Road (70)

Grayling

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

CARE HOME ADULTS 18-65 West Bank Care Home 21 Crow Tree Lane Bradford West Yorkshire BD8 0AN Lead Inspector Linda Trenouth Key Unannounced Inspection 23rd January 2007 09:30 West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 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 West Bank Care Home DS0000001145.V325332.R02.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 Adults 18-65. 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. West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service West Bank Care Home Address 21 Crow Tree Lane Bradford West Yorkshire BD8 0AN 01274 547864 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) Mr Sariff Jomeen *** Post Vacant *** Care Home 10 Category(ies) of Learning disability (1), Learning disability over registration, with number 65 years of age (1), Mental disorder, excluding of places learning disability or dementia (5), Mental Disorder, excluding learning disability or dementia - over 65 years of age (3) West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 17th May 2006 Brief Description of the Service: West Bank is a care home for adults who are recovering from a mental illness. The house has been converted to provide accommodation for male and female adults under and over the age of 65 years. A lounge and dining room are situated on the ground floors. Two domestic style bathrooms and three single toilets are situated over the three floors. The home is close to public transport and some parking is available within the grounds. There is a large garden with a summerhouse, which can be used by the all the residents. The fees charged to the residents at the home fees are between £410 and £420 per week. West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. In April 2006 the Commission for Social Care Inspection (CSCI) made some changes to the way in which care services are inspected. Care services are now judged against outcome groups. The inspection report is divided into separate sections for each outcome group for example, Choice of Home and “Lifestyle.” An overall judgement is made for each outcome group based on the findings of the inspection. The judgements reflect how well the service delivers outcomes to the people using the service. The judgements categories are “excellent,” “good”, “adequate” and “poor.” The judgements are recorded within the main body of this report. More detailed information about these changes is available on our website – www.csci.org.uk I visited the home unannounced and stayed for approximately 6 1/2 hours. The inspection also included gathering information and evidence before and after the visit to decide the overall judgement. I met with residents and spoke with the owners and staff. The main purpose of this inspection is to make sure that the home continues to provide a good standard of care for the residents. During the visit I looked at the home’s records, watched staff working, and talked to residents and staff. I also looked around the home. I talked to six residents and comment cards were sent out to a general practioner and social and health care professionals, to give them opportunity to comment on the service. The questionnaires have not returned in time to be included in this report. Feedback was given at the end of the inspection to Mr and Mrs Jomeen. Requirements and recommendations made during this visit, and those outstanding from previous inspections can be found at the end of the report. What the service does well: West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 6 The inside of the building has improved for the comfort and safety of the residents and staff. There is new furniture in the lounge and new fittings in the laundry. The dining room, bathroom, and toilets all have new flooring. The residents who smoke do so in the porch area or outdoors. This has provided a cleaner fresher home and most residents feel this is a very good change for their health and the home. Residents felt that they had a good relationship with the staff and the owner of the home. They also felt that the home is relaxed with no rules or routines imposed upon them. They said that they were free to leave the home when they wanted and could spend time in their rooms, with other residents or go out into Bradford. What has improved since the last inspection? What they could do better: Two residents have been sharing a double bedroom and were not given the choice of a single room. The owner Mr Jommen said that they have chosen to share and it is only until a single room becomes available. It would be fairer when such important decisions are made that the residents are supported by their families, social worker, C.P.N. (community psychiatric nurse) or an independent advocate. West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 7 The residents do not have enough choices or opportunities to enjoy activities beyond the home. There are not enough staff at the home to support residents in enjoying and experiencing activities, which interest them. The staffing levels also do not allow enough time to support and guide residents to be more independent in the home. The staff skills and training must be further developed to ensure that the needs of the residents are met. The training must be in managing physical and verbal aggression, food hygiene and first aid. In general the home has improved but one bedroom required a new carpet to be fitted and the bath will need replacing or re-glazing but overall the environment has got much better and the residents have a more comfortable home to live in. 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. West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1,2,4 and 5. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The assessments of residents’ needs has improved. EVIDENCE: The social worker or mental health team complete an assessment of each resident before they are introduced to the home. The home now completes its own assessment, which includes care, health, social and cultural needs. The contracts are generally in place and signed by the residents living at the home. The two newest residents have yet to sign contracts, this is because the fee has not been fully agreed. All residents have access to the service user guide, which has details of who it can provide a service for and what facilities are in the home. The most recent residents told me that they had the opportunity to visit the home several times and stay for tea before they made the decision to move in. West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7, 9, and 10. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The care plans are much better and provide good detail of the needs of the resident and explain how the staff will meet them. The residents are not being properly supported in making important decisions in the home such as sharing a room with each other. EVIDENCE: Three residents’ care plans were seen. These plans have good information provided by the mental health teams. The staff have used this information to guide them in building their own care plans. The care plans have in them information about what care and support is needed for each resident. The care plans guide staff as to how they should help and care for the residents living in the home. The review of the care plans is however not frequent enough. They are only being reviewed annually; these West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 11 must be reviewed every six months. The review must include the resident’ s representative, either family or advocate. Four of the residents I spoke to were happy living at the home and they said that they do what they want to do from day-to-day. They said they knew about their care plans and that they signed their care plans and reviews. I discussed the need for staff to make sure that everyone’s confidentiality is respected. In the dining room there were letters for health appointments displayed on a notice board. The staff must make sure that these are not in a public area and are held where confidentiality can be assured. In previous visits to the home the sharing of a bedroom has been discussed. The home has one shared bedroom which permanent and short stay residents have shared. I discussed with the owner Mr Jommen that the residents are not being properly supported in making a decision to share a bedroom. One resident has had to share with three different residents in the last year. It was discussed that the property could be altered to create a further single room. The owner Mr Jomeen said he would look at the possible alterations he could make to solve this problem. West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 14, 15, 16, and 17. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The residents haven’t enough opportunities to enjoy activities beyond the home. The staffing levels do not allow enough time to support and guide residents to be more independent in the home. EVIDENCE: Residents said that there were some board games, dominoes, and bingo that they could play. They also said that they had been offered two trips in the summer to Skipton and Otley. One resident said that he had been shopping for clothes. West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 13 Some of the residents are independent and come and go freely from the home and do not want anything organised for them. Others like to spend time in their rooms where they enjoy listening to music and enjoy watching television. However there is little planned activity and staff time is focused on cleaning and providing meals. Staff need guidance and leadership to involve residents around the home and promote their independence as well as develop activities both in and out of the home. It is felt that some residents in the home could be more involved with day-today tasks such as cleaning their own room and managing their own laundry. However there is not enough staff to be able to support independence. The staff caring role is not separate from their cooking and cleaning work. It is hoped that with better care plans and good leadership that the understanding of the supportive and enabling role that staff can make will develop. This is however impractical if staffing levels remain at their minimum. There are also four elderly residents at the home who require support to fully enjoy social or leisure activities beyond the home. The menus are planned weekly and displayed for the residents to see. The main meal of the day is at teatime. The residents say that the food is good with plenty of variety and they all get enough to eat. One resident said that he has put his meal ideas forward at the residents meetings and they are now included in the weekly menus. The residents said that residents’ meetings are being held regularly and the last meeting was at the weekend. In the meeting they discussed what they would like to do and what they would like changed. West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19, and 20. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The staff make sure that the residents’ health care needs are met. EVIDENCE: The residents said they had regular access to the GP and their community services such as dental, chiropody, and optical care. The mental health services team review residents regularly and are also involved in reviewing their medication. The residents said that they do not need a lot of help with their personal care but if they do they said that the staff helped them in a sensitive manner. The residents’ medication is supplied by a local pharmacist who the staff said is very helpful and supportive. West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 15 The medication is locked away and the staff make sure they give and record medication in a safe way. The pharmacist has trained the staff to give medication safely. West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The residents’ possessions and money are vulnerable from theft, the staff must be vigilant and support residents to keep their money in a safe place. EVIDENCE: The owner Mr Jommen has fitted locks to all residents’ bedroom doors and provides keys for those who are able to manage them. In the past money has gone missing from residents’ bedrooms. The police and adult protection have been told. It was discussed at the last inspection that all attempts must be made to make sure that residents’ belongings are safe, this must include some where to lock away valuables within the residents’ bedrooms. All staff spoken to said that they have completed adult protection training to help them understand the different kinds of abuse and the need to protect vulnerable residents. West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24, 25, 26, 27, and 30. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The home has continually improved to make sure that residents have a comfortable and safe home to live in. EVIDENCE: In the last year new sofas have been put into the lounge and the carpets have been cleaned. The laundry has been retiled and staff and residents’ toilets have new floors and all areas look better and are easier to clean. The kitchen floor has been replaced and the front of the boiler fixed onto a permanent bracket. The bathroom floor has been replaced but the bath needs replacing or re-glazing as this is not in a good state and does not look clean or comfortable for the residents. West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 18 The home has made sure that it has all the COSHH (control of hazardous substances) information it needs and has completed risk assessments about the home to make sure that staff and residents are safe. The owner Mr Jommen has fitted a keypad type lock to the basement door to make sure that this area is restricted to staff only. At the last inspection some bed heads were dirty and worn these have now been replaced. A pay phone has been fitted in the hall for the residents to use and they have been helped to buy phone cards. The bedrooms that were seen generally were good, just one bedroom needed a replacement carpet. The television in the lounge has been replaced and a digital box fitted to give the residents a greater choice of programmes to watch. The home is very clean and staff worked hard to make it look as good as possible. West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 33, 33, 34, 35, and 36. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Residents are protected by safe recruitment practices. Whilst staffing levels ensure that the residents are safe at the home they do not realistically provide for residents to be involved in activities within the local community. EVIDENCE: There have been no staff recruited since the last inspection, one member of staff has transferred to the home from Emm Lane, and their recruitment records were complete. This makes sure that’s all the staff working at the home are safe to care for the residents. West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 20 Some staff training has now been completed and that which is outstanding has now been put into a plan. It is clearer to see where the updates in training are needed and where further training is required. Staff have completed adult protection training and three staff have NVQ (National Vocational Award) at level 2 and beyond. Further staff training is required however in food hygiene, first aid and dealing with violent and aggressive behaviour. The staff rotas were reviewed. There were only two staff on duty at any one time. The staff work hard at the home and are also responsible for all caring, cleaning and catering tasks. The present staffing levels are inadequate to support the residents in their independence and keep them from enjoying any opportunities beyond the home. West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 38, 40, and 42. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The day-to-day management of key areas of the home has improved. EVIDENCE: The owner Mr Jomeen has appointed a senior carer to be at the home daily, it is her responsibility to manage the home on his behalf. The day-to-day organisation of the care of the residents and the record keeping has improved. The residents said that they felt the home is running better and the staff felt that the senior carer is very supportive and helpful. The care records are improved and the information is clearer. The residents’ records have been put in individual folders with clear sections making information easier for staff to find. The care plans had been rewritten and West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 22 provided better detail and evidence that the home is trying to meet the needs of the residents. The care plans also provide better detail and guidance for staff in how they should support and help residents. The senior carer felt that she has a good understanding of the home, the residents, and staff. She also said that she is in daily contact with the owner Mr Jomeen. A training plan has been completed which clearly showed where training needs have been met and where further training is necessary. Staff records were all in order and staff said that they had supervision regularly. Residents said that their meetings were happening regularly. The senior carer looks weekly at any health and safety problems in the home and had clear records to follow to make sure the home is safe. Only one area of infection control is a concern, some residents were sharing an electric shaver. I discussed with the senior carer that each resident must have his own shaver to make sure that cross infection does not occur. This progress in the overall day-to-day management is encouraging and it is hoped that the senior carer will continue to be supported by the owners of the home to continue to develop and improve the home. West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 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 3 2 3 3 x 4 3 5 3 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 2 ENVIRONMENT Standard No Score 24 3 25 2 26 2 27 3 28 x 29 x 30 3 STAFFING Standard No Score 31 x 32 2 33 2 34 3 35 2 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 2 2 x 3 2 LIFESTYLES Standard No Score 11 x 12 2 13 x 14 2 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 x x 2 x 2 x x 3 West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 24 yes Are there any outstanding requirements from the last inspection? 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 YA6 Regulation 15 Requirement Care plan reviews must be held every every six months. The review must include the resident’s representative, either family or advocate. Where residents make a decision to share a room this must be made with the support of a relative CPN, social worker or advocate and it made clear they can have a single room at any time should they wish it. Staff must make sure that confidentiality is respected and remove personal information from the public notice board in the dining room. There must be more activities and outings undertaken with residents. (Previous timescale 1.09.04 and 10/06/05 and 16/03/06 01/07/06 01/11/06 not fully met). The residents’ possessions and money is vulnerable from theft, the staff must be vigilant and support residents to keep their DS0000001145.V325332.R02.S.doc Timescale for action 30/04/07 2 YA7 12 30/04/07 3 YA10 Sch3 30/04/07 4 YA12 YA14 16 31/03/07 5 YA23 13 31/03/07 West Bank Care Home Version 5.2 Page 25 money in a safe place. 6 YA25 23 Residents must have their own single bedroom unless they expressly wish to share a room. (Previous timescale not met 01/10/06) 31/03/07 7 8 YA26 YA33 23 18 The carpet in bedroom 1 must be 01/06/07 replaced. The registered provider must 31/03/07 maintain adequate staffing levels day and night to meet the needs of the residents in the home. All staff must have certified training in first aid, food hygiene and their skills be further developed in the management of potential physical and verbal aggression. Previous timescales not met. 01/07/06 and 01/11/06 The staff must make sure that they adhere to infection control procedure and support residents to only use their own electric shavers. 31/03/07 9 YA35 13 10 YA42 13 31/03/07 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Aire House Town Street Rodley Leeds LS13 1HP 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 West Bank Care Home DS0000001145.V325332.R02.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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!