Inspection on 02/11/06 for Kirkella Mansions Residential Home

This inspection was carried out on 2nd November 2006.

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

The inspector found there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

Other inspections for this house

Kirkella Mansions Residential... 18/11/05

Kirkella Mansions Residential... 25/08/05

Kirkella Mansions Residential... 26/01/05

Kirkella Mansions Residential... 26/08/04

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Abbey The

Larchfield Manor

Hawkhills

Beeches The - North Yorkshire County Council

The Grove Waltham

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Ravensworth Lodge

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

CARE HOMES FOR OLDER PEOPLE West Ella House 6 Church Lane Kirkella Hull East Yorkshire HU10 7TG Lead Inspector Diane Wilkinson Unannounced Inspection 2nd November 2006 09:30 02/11/06 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 West Ella House DS0000019768.V318918.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 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. West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service West Ella House Address 6 Church Lane Kirkella Hull East Yorkshire HU10 7TG 01482 659403 01482 653995 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) Kirkella Mansions Company Limited Maureen Tindall Care Home 25 Category(ies) of Dementia - over 65 years of age (25), Old age, registration, with number not falling within any other category (25) of places West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 18th November 2005 Brief Description of the Service: West Ella House is a large grade two listed building that is privately owned by a local care organisation. It is registered to provide care and accommodation for twenty-five older people, including those with dementia. Information about the home is provided to service users and others in the home’s statement of purpose and service user guide. Fees paid range from £338.00 to £425.00 per week and there is an additional charge for hairdressing, private chiropody, cosmetics/toiletries and newspapers/magazines. On the day of the inspection there were 24 service users accommodated at the home. Communal accommodation is provided in two lounge areas (one that incorporates a large conservatory) and a dining room. There are also two small lounge areas where service users can sit quietly if they choose to do so. Seventeen of the bedrooms are single and 11 of these provide en-suite facilities. The home provides ramps and a passenger lift to ensure that service users have access to all areas of the building. The garden is landscaped and provides a safe and easily accessible amenity for service users; it includes seating areas and raised flowerbeds. The home is close to local amenities and has car-parking facilities. West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced site visit is part of a key inspection and was undertaken by one inspector over one day; the site visit commenced at 9.30 am and finished at 3.45 pm. This inspection report is based on information obtained from the pre-inspection questionnaire completed by the registered manager, information received by the Commission for Social Care Inspection (CSCI) since the last inspection of the home and from the site visit on the 25th October 2006. The site visit consisted of a tour of the premises and examination of documentation, including four care plans. On the day of the site visit the inspector spoke on a one to one basis with three residents and three care staff, as well as the registered manager and the company director. Surveys were sent out to eight relatives and all were returned; very positive comments were made about the care provided to service users. Surveys were sent to seven GP’s and four health and social care professionals; none were returned. Comments were fed back to the registered manager (anonymously). Comments from discussions with staff and service users, and respondents in surveys, will be included throughout the report (anonymously). The inspector would like to thank service users, staff and the registered manager for their assistance on the day of the site visit, and to all respondents to surveys and telephone calls. What the service does well: Service users are assessed prior to their admission to the home and only offered accommodation if their assessed needs can be met. Service users and relatives express satisfaction with the care provided by staff at the home and speak highly of the registered manager and individual staff members. There is a robust system in place for the administration of medication that protects the safety and well-being of service users. Meal provision at the home is good and service users told the inspector that there is always a choice of meal on the menu. One service user said, ‘There is plenty of choice – every day they ask you what you want’. Ample drinks are provided throughout the day. West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 6 Relatives and visitors are made welcome at the home – all service users spoken with told the inspector about their regular visitors and how they are made welcome; this was apparent on the day of the site visit. The home is well maintained and provides pleasant communal and private accommodation for service users. One relative said, ‘I cannot speak highly enough of the staff and the wonderful care that my mother receives at the home. Second to none’. What has improved since the last inspection? 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. West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users are provided with the information they need to make an informed choice about where to live, and are only offered accommodation at the home if their assessed needs can be met. EVIDENCE: The inspector examined the records for a newly admitted service user. These included a full needs assessment and an individual service user plan. Before a decision was made about admission to the home, the registered manager and a company director visited this service user in hospital to assess their care needs to ensure that these could be met by the home. Another service user told the inspector that the registered manager had visited her at home prior to West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 9 any decision being made about admission. This service user said, ‘I am delighted with the care I get’. Most staff have undertaken training on dementia awareness, diabetes and Parkinson’s disease; this has increased their knowledge and equipped them to care for service users accommodated at the home. West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. The health and personal care needs of service users are met in a way that respects their privacy and dignity. EVIDENCE: Four care plans were examined by the inspector. These included information about a service user’s specific physical, emotional and social care needs and were based on information gained from initial assessments and from community care assessments/care plans provided by the local authority (when they are funding the placement). Appropriate risk assessments are in place, including those for the use of bed rails; a record is also made when a decision has been made not to use bed rails. Daily records and thorough monthly summaries are in place for each service user. Most care plans now include a photograph of the service user concerned. Care plans had been reviewed via West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 11 the local authority Social Service Department or by the home. Service users spoken with said that they were aware that there is a plan of their individual care needs. Some changes to care plans had not been dated and some changes recorded in monthly summaries had not resulted in appropriate changes being made to care plans. This resulted in care plans that did not contain up to date information about the service user. Relatives told the inspector via the survey that they are kept informed of events concerning their relative. One relative said, ‘I cannot speak highly enough of the staff and the wonderful care that my mother receives at the home. Second to none’. Care plans included information on a person’s pressure care needs and continence care, and the inspector observed that appropriate pressure care equipment has been provided for service users. Contact with all health care professionals is recorded, including the reason for the visit and the outcome. One service user told the inspector that she had felt unwell; the registered manager contacted the GP and the service user received medical attention promptly. Service users told the inspector about their appointments with the chiropodist and optician. There is a robust system in place for the recording and storage of medication, including controlled drugs. All staff that have responsibility for the administration of medication have undertaken accredited training and a sample signature is held for these staff members. One senior member of staff has responsibility for ‘booking in’ drugs when they are delivered by the pharmacist and drugs that need to be returned to the pharmacist and this ensures consistency. A small fridge has been provided for the storage of medication and this is held in the medication room; the temperature is checked regularly and recorded. The inspector observed the administration of medication to service users at lunchtime; the member of staff responsible for this task takes medication from the medication room to each service user, one at a time. When service users have taken their medication, this is recorded on medication administration records before the next person’s medication is taken to them. Service users told the inspector that assistance with personal care is carried out in a sensitive way. Most service users have en-suite facilities and this enhances privacy. There are private areas of the home where service users can see visitors or health care professionals, in addition to their own room. Some service users choose to stay in their room the whole time, using their room more like a flat. They told the inspector that their need for privacy is respected by staff at the home. West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 12 West Ella House DS0000019768.V318918.R02.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): 12, 13, 14 and 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users are supported to take part in activities both inside and outside of the home, and individual choice is promoted. Visitors to the home are made welcome. Meal provision at the home is good. EVIDENCE: Care plans include details of a service user’s life history and social and leisure interests. Personal profiles and activity risk assessments are also included. A member of staff spends each afternoon undertaking activities with service users; these can be group activities or one to one activities. Service users told the inspector that they enjoy having their hair done once a week by the visiting hairdresser. Service users and relatives told the inspector that visitors are always made welcome at the home and this was apparent on the day of the inspection. A West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 14 relative called to take a service user ‘for a ride out’ whilst the inspector was at the home. Some service users told the inspector that they prefer to remain in their rooms throughout the day. They take meals in their room, and watch their own TV or read magazines or newspapers. The inspector was told by some service users that they choose not to join in activities provided by the home as they ‘enjoy their own company’. One service user told the inspector that their friend visits regularly and that they see their friend in their own room. One service user told the inspector that the registered manager had told her that she could do ‘just as you like’. Information about available advocacy services is displayed in the entrance hall. Service users told the inspector that meals at the home are very good. One service user said, ‘There is plenty of choice – every day they ask you what you want’. Another service user said, ‘I can have what I like’. A menu is displayed and this records that a three-course lunch is served every day. The inspector overheard staff asking service users what they would like for their lunch evening meal, offering various choices. The dining room provides a pleasant setting for service users to eat their meals. The inspector observed that those service users that needs assistance with eating and drinking were assisted in a sensitive manner. The inspector observed that there are ample drinks served throughout the day – those service users who spend the day in their own room had jugs of juice provided. West Ella House DS0000019768.V318918.R02.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): 16 and 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The complaints procedure is understood and used by service users and others. Service users are protected from abuse by the policies and procedures that are in place. EVIDENCE: The complaints policy and a form to record any complaints were displayed in the entrance hall of the home. No complaints have been received by the home or by the CSCI since the last inspection of the home; this is recorded in the Quality Assurance log. Some service users told the inspector that they would complain if they were not happy with the service provided, and feel that the registered manager and other staff would listen and that their complaint would be dealt with in a professional manner. One service user told the inspector that they had raised an issue of concern with the registered manager and that it had been dealt with in a sensitive manner. There are appropriate policies and procedures in place that are designed to protect vulnerable service users from abuse. The registered manager and a company director have undertaken training on the protection of vulnerable adults from abuse. All staff have been given information about adult West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 16 protection and two staff have attended a training course; the inspector recommends that all staff undertake training on adult protection. This will ensure that all staff have a full understanding of the implications of adult protection and how to protect service users from all types of abuse. Three staff have undertaken training on Dementia awareness and Challenging Behaviour. West Ella House DS0000019768.V318918.R02.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): 19 and 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users live in a comfortable and well-maintained environment. The home was clean and hygienic on the day of the inspection. EVIDENCE: There is a maintenance programme in place and the inspector observed that the home was well maintained and that all repairs are carried out promptly. Some of the window frames have been replaced and others are due to be replaced as part of an ongoing programme. The window that was leaking at the time of the last inspection has been replaced. All areas of the building were clean, bright, well furnished and pleasantly decorated. The conservatory extension offers ample access to sunlight, as does the landscaped patio and West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 18 garden area. Some bedrooms have French windows that open out on to the garden. There are one or two housekeepers on duty each day and this ensures that the home is clean and hygienic at all times. Laundry facilities were seen by the inspector and these were found to be satisfactory. There are appropriate policies and procedures in place to ensure the health and safety of service users, including infection control. The registered manager is due to ‘cascade’ infection control training to all staff at the home. West Ella House DS0000019768.V318918.R02.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): 27, 28, 29 and 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Well-trained staff are employed in sufficient numbers to ensure that the needs of service users accommodated at the home can be met. Recruitment practices do protect service users from the potential to be abused but must be consistent. EVIDENCE: There is a staff rota in place; on the day of the site visit the staff rota was a true record of the actual staff on duty. There are three care staff on duty each am, two staff plus a tea-time assistant on duty pm and two ‘waking’ night staff on duty during the night. In addition to care staff there is a cook and one or two housekeepers on duty each day, and an assistant carer on some days during the week to assist with the serving of drinks and with activities. One relative said in the survey that they did not feel that there was always enough staff on duty but all other respondents felt that there were enough staff on duty. The staff rota records the role of each person working at the home. 40 of care staff have achieved NVQ Level 2 in Care (or above) and a care worker who is due to start work at the home has also achieved this award. West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 20 Plans are in place to ensure that the 50 qualification requirement can be met; two staff have are due to commence this training programme very soon. Recruitment and selection records were examined for three members of staff. There is an application form in use and this records a person’s employment history, a criminal convictions declaration and details of referees. In some instances staff have commenced work at the home prior to a satisfactory CRB check (or POVA first check) and two written references being in place. However, for more recent recruits these checks have been in place prior to them commencing work at the home. The registered person is reminded that these checks must be in place prior to staff commencing work at the home. New staff have a ‘new starter assessment’ when they have been working at the home for 4 – 6 weeks. Staff records include details of induction training. The inspector recommends that, when staff ‘shadow’ experienced staff as part of their induction programme, this should be recorded. There are individual training records in place as well as a training and development plan that records training achievements for the full staff group. This evidences that some staff are not undertaking fire training every year and this should be addressed by the registered person. Staff undertake basic training (food hygiene, first aid, moving and handling and health and safety) as well as more specific training such as bereavement awareness, Parkinson’s disease, stroke awareness and introduction to diabetes. West Ella House DS0000019768.V318918.R02.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): 31, 33, 35, 37 and 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is well managed, including the handling of service user monies. Service users and others are able to affect the way that the home is operated. The health, welfare and safety of service users and staff is protected with the exception of one fire safety concern. EVIDENCE: The registered manager is experienced and skilled in her role as registered manager, and there is evidence that she keeps her practice up to date. She has achieved NVQ Level 4 in Management and is progressing with NVQ Level 4 West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 22 in Care. The registered manager attends in-house training with the staff group and has recently obtained information on infection control that she intends to share with the staff group. There is an effective quality assurance system in place. This includes monthly audits of the systems in place, an analysis of any complaints received and minutes of staff meetings and relatives meetings held. Quality audits are collated and the outcome is fed back to staff, service users and relatives at relevant meetings. Policies and procedures are updated appropriately. Personal allowances are held for some service users. Records were seen and these were found to be an accurate record of monies held and transactions made on behalf of service users. The inspector examined various records at the home and noted that care plans now include a photograph of the service user concerned. The inspector noted that some relatives refer to the home as ‘Kirkella Mansions’. This is the name of the registered company but the home is registered with CSCI as ‘West Ella House’. A discussion was held with the registered manager and the company director, who agreed to clarify this situation with the CSCI. Equipment and systems had been appropriately serviced, including the nurse call system, the fire alarm system, the passenger lift and gas appliances. Inhouse fire records had been regularly and accurately maintained. Water temperatures are tested in bathrooms on a regular basis but not in bedrooms – the inspector recommends that water temperatures are tested in bedrooms on a regular basis to evidence that water is distributed at 43°C and that the risk of scalding for service users is controlled. The inspector observed that two doors were held open using door wedges. The registered person was informed that this practice must cease and a letter was sent to the registered provider informing them that an alternative means of holding open these doors must be found, and that the CSCI must be informed within 28 days of how they are going to deal with this area of concern. The registered manager agreed that an alternative means of holding open these doors would be sought and remedial work would be actioned within 28 days. West Ella House DS0000019768.V318918.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 Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 4 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 2 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X 3 2 West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? Yes STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP38 Regulation 13(4)(c) Requirement The registered person must ensure that unnecessary risks to the health and safety of service users are identified and so far as possible eliminated. Holding doors open by the use of unauthorised means must cease. Previous timescale of 14/12/05 not met. (The inspector was informed on 4.12.06 that this work had been carried out). Timescale for action 02/12/06 West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 25 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. 3. Refer to Standard OP7 OP18 OP30 Good Practice Recommendations Any changes made to care plans should be dated. Changes recorded in monthly summaries should result in alterations being made to the care plan. Training on adult protection should be delivered to all staff. Staff should undertake fire training annually. The registered person should record occasions when staff ‘shadow’ experienced staff as part of their induction programme. Staff should undertake fire training on an annual basis. Water temperatures should be tested in washbasins in bedrooms to control the risk of scalding for service users. 4. OP38 West Ella House DS0000019768.V318918.R02.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Hessle Area Office First Floor, Unit 3 Hesslewood Country Office Park Ferriby Road Hessle HU13 0QF 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 Ella House DS0000019768.V318918.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. 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