CARE HOMES FOR OLDER PEOPLE
Westerham Place Quebec Square Westerham Kent TN16 1TD Lead Inspector
Jo Griffiths Unannounced 31 May 2005 1:00pm 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 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. Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 3 SERVICE INFORMATION
Name of service Westerham Place Address Quebec Square Westerham Kent TN16 1TD 01959 565805 Telephone number Fax number Email address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Yewcare Limited Mr Scott Bryn Ernest Davies CRH Care Home 24 Category(ies) of OP Old age (24) registration, with number of places Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 4 SERVICE INFORMATION
Conditions of registration: None Date of last inspection 26/8/04 Brief Description of the Service: Westerham Place is a care home providing personal care and accommodation for 24 older people. The home is located on the outskirts of the small town of Westerham, which has a selection of shops, pubs, post office and churches. The home was opened in 1994 and consists of a large detached two-storey building with a newer purpose built two-storey extension. All the home’s bedrooms are single with en-suite facilities, including a WC, wash hand basin and bath. In addition there is one assisted bath located on the ground floor. All bedrooms are fitted with a call alarm and television point. There is a large lounge surrounded by a conservatory and a separate dining room. All areas of the home are accessible to people with limited mobility, with a lift to the first floor. Outside contractors provide the catering and cleaning services for the home. There are car-parking facilities to the front of the premises and there is a garden with lawns and shrubs, for the use of the clients. There is also a courtyard area to the rear of the building. The home employs 23 care staff that work a rota, which includes two staff available during the night.
Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 5 SUMMARY
This is an overview of what the inspector found during the inspection. This unannounced inspection was carried out by Jo Griffiths, Regulatory Inspector. For the purpose of this report the people living at Westerham Place would prefer to be referred to collectively as the clients of the service. During the inspection a tour of some areas of the premises was undertaken and some clients were spoken with. Some documents and care plans were seen. The Manager of the home, Mr Davies, provided feedback on the progress and achievements made since the last inspection. There were 19 clients living at the home. What the service does well:
People looking to move to Westerham place are given most of the information they need in order to make an informed choice about moving into the home. They have their needs fully assessed to make sure they can be met and they are able to visit the home before moving in. Each client has a care plan that sets out the support that they need and meets their health, personal and social needs. They have regular access to their GP and other health professionals. Clients feel that their dignity and privacy are respected by staff and said, “the staff are very nice and kind”. The home provides a range of activities both in and outside of the home that clients can choose to take part in. They can continue with activities they enjoyed before moving into the home and are supported in their religious beliefs. The board in the entrance hall tells clients what activities are planned. Visitors are welcome at anytime and clients can see them in private. There is a wide-ranging menu at Westerham place and the clients say they enjoy the quality of the meals. One person said, “ The food is lovely here and I have lots of choice, I’ve not found anything I don’t like yet”. Meals can be served to client’s bedrooms or they can choose to eat in the dining room, which provides a pleasant mealtime environment. Westerham Place is well maintained and decorated to the taste of the people that live there. Clients have access to plenty of space in the home, including a large sunny conservatory and they can also enjoy the garden areas in the summer. The bedrooms are large, light and airy and all have en suite facilities that meet the needs of the current clients. Clients can furnish and personalise
Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 6 their own bedrooms if they wish. The home has a hairdressing salon that is open weekly. The clients said the home is “Always lovely and clean” and this was evident at the inspection. The home has a laundry service that can cater for the requirements of all the clients and when asked, they said that they had experienced no problems with the laundry service. At least 50 of the staff team have achieved their NVQ award ensuring that clients are supported by qualified staff. Staff retention at this home is good and the Manager believes this is due to an open and supportive working atmosphere. This provides consistent care and familiarity for the clients. The Manager has an open approach to managing the home and welcomes comments from clients and their relatives. Clients said they felt confident that any concerns they had would be listened to. What has improved since the last inspection? What they could do better:
Staff need to undertake training in administration of medication to ensure clients are supported by safe practice. The Manager has obtained some funding for other training for staff and this needs to be planned for this year to ensure that staff have all the skills and knowledge they need to provide a quality service to the clients. The Manager is completing the Registered Manager Award to further develop his knowledge and skills in managing services for older people. It is recommended that the plan for more staff to begin the NVQ award this year go ahead to provide clients with a larger number of qualified staff on duty. Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 7 Supervision sessions for staff need to take place regularly. It is recommended that this happen 6 times per year. This will ensure that staff have their performance and development needs met ensuring that clients are supported by skilled staff. The Statement of Purpose needs to be amended to include information for readers on how to make a complaint and how clients will be supported in their religious observances when moving to the home. It is also recommended that this document be dated show that clients know they have the most up to date information. An exercise to gather the views of the clients and their relatives should be undertaken this year. A summary should be produced and made available to clients and people interested in moving to the home. The monthly quality audits that the Manager completes should be copied to CSCI. To ensure the ongoing safety of the clients the Manager will carry out a risk assessment in relation to the windows on the first floor. 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. Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS
Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Standards Statutory Requirements Identified During the Inspection Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 9 Choice of Home
The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 1, 4, 5, 6 Prospective clients have the majority of the information they need to make an informed choice about moving to the home. Clients know that the home will be able to meet their needs before they move in and they have an opportunity to visit the home before making their final decision. Intermediate care is not offered at Westerham place and therefore standard 6 is not applicable. EVIDENCE: The Statement of Purpose and Service User Guide are presented as one document at Westerham Place. It contains the most of the information required by prospective clients to help them make an informed decision about moving to the home. The document does not contain clear information on how to make a complaint or how the home meets the differing religious needs or cultural requirements of its clients. The Manager said this would be added. It is also recommended that the document be dated so that clients can see that it contains up to date information. Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 10 Clients spoken with said that they felt their needs were met by the home. The Manager said that full assessments are carried out before a place is offered at the home. These assessments were not inspected on this occasion but will be viewed at the next inspection. Clients said that before they moved to the home they had been able to visit with their family or friends to have a look around and meet the staff. Clients can stay at the home for a period of respite if there is a vacant bedroom, However, Westerham place does not offer intermediate rehabilitative care. Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 11 Health and Personal Care
The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 7, 8, 9,10 Clients know that their needs are clearly recorded in their plan of care to ensure these needs are met consistently. They have their health needs met by relevant professionals and are supported with their medication by staff that are trained to ensure the clients safety. Clients feel that they are treated with respect and their rights to privacy and dignity are upheld. EVIDENCE: The Manager described how care plans have been further developed since the last inspection to include more information for care staff and to ensure the plans are working documents. They are also now clearly linked with the risk assessments. An example of a care plan was seen for a client. This contained information about their social, health, personal care and emotional needs. The plans are reviewed monthly on a formal basis and the Manager said that they are reviewed more frequently as needed. Evidence was seen where changes had been made to a care plan following a change in need. Clients have the opportunity to see the GP when he visits the home each week or they can choose to visit their own GP. The Manager said that clients are
Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 12 supported by him to attend dental and optician’s appointments in his vehicle and that the district nurse regularly visits the home. Physiotherapy is provided by Sevenoaks hospital and some clients said they have their own physiotherapist who will come to the home. A chiropodist visits the home every 6 weeks and sees clients privately in the hair salon downstairs. The management of medication was not fully inspected on this occasion and will be inspected in more depth next time. Medication for clients is stored safely in lockable medication cupboards secured in each bedroom. The staff who administer medication have received some training, but require updated certificated training. The Manager said that the pharmacist had agreed to provide this and he will arrange for this to happen. Medication records are kept in the office and are signed by the senior staff member who administers the medication. The Statement of Purpose for the home describes the values of the home and that clients can expect to be treated with respect and have their privacy maintained. Clients spoken with said that the “staff are very nice and kind” and that they are treated how they would wish. Staff seen interacting with clients showed respect and addressed the clients in the preferred way for that person. Staff were seen to knock on bedroom doors and wait for an answer before entering. Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 12, 13, 14, 15 Clients have the opportunity to participate in a range of activities that match their wishes, interests and needs. They are supported to maintain contact with family and friends and are encouraged to participate in community activities to promote relationships outside of the home. Clients enjoy the meals provided and feel they are given plenty of choice from a varied menu. EVIDENCE: Clients said they can have visitors whenever they wish. They can receive their visitors in one of the communal lounges or their own bedroom. There is also a quiet seating area in the upstairs lobby that some clients like to use. The Manager said that activities are arranged on an individual basis and that most clients enjoy going out with their relatives when they visit. Some activities are arranged by the home including theatre trips, shopping trips and BBQs. Forthcoming activities are displayed on a board in the entrance hall. Some clients attend the local older peoples groups in the village of Westerham and regularly attend the local church activities. For clients that do not wish to attend church can have the opportunity to attend the monthly Church of England service held at the home.
Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 14 Clients spoken with said that they have plenty of things to do to occupy their time. One client said “I’m so busy, I just wish I had time to do all the things I want to” Staff were seen spending time talking with clients and books and puzzles are available for clients to use if they wish. One client described how the hairdresser visits the home weekly and the client enjoys this time. The Manager said that the home does not hold any money for any clients. They are encouraged to retain their independence as far as possible in this area. Clients said that they are given lots of choice about their daily activities and can decorate and furnish their bedroom to their own taste. The home has a contract with an external agency for catering, although the head chef has been placed with the home for at least 2 years and therefore has a good understanding of the likes and dislikes of the clients. The menu was seen and this provides a varied and balanced diet. A continental breakfast is served to clients in their bedrooms at 8am. A set menu is offered at lunchtime and if a client does not want this option they can request something else when they complete their weekly menu. At supper there are 4 options for clients to choose from including sandwiches, soup and other hot snacks. Tea, coffee and cake are served each afternoon and snacks can be made on request in the evenings. Most clients enjoy eating in the dining room and the Manager has made efforts to provide a pleasant mealtime environment that encourages interaction between clients. Clients can choose to eat in their rooms if they wish to. Clients said they enjoy the food and they are happy with the choices available. The Manager said that they menu is reviewed by the chef 3 monthly and that special diets can be catered. The home is currently catering for a client who is diabetic. Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 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 inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 16 Clients know how to make a complaint and feel that their concerns are responded to quickly. EVIDENCE: Clients spoken with said they knew how to make a complaint if needed. The home has a complaints procedure and the Manager said that complaints are dealt with quickly. No complaints have been received by the home since the last inspection. The Manager strives to create an environment that is open and encourages clients, staff and visitors to discuss any concerns on a daily basis so that these can be resolved quickly. As detailed under standard 1, the Statement of Purpose must be updated to include details of how to complain. The CSCI leaflets “Is the care you get what you need?” were left in the home for clients. Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 16 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 19, 20, 21, 22, 23, 24, 25, 26 Clients live in a safe, clean and well maintained home. They have access to sufficient communal areas and plenty of bathroom facilities and their individual bedrooms are appropriate to their needs. EVIDENCE: Clients live in a well maintained and clean home. The home has a rolling programme of decoration and the clients said they like the style of the décor and the furnishings throughout. One client said, “It is always lovely and clean”. The home has a contract for cleaning of the home 7 days per week and employs a housekeeper who takes care of the laundry. Clients said they were happy with the laundry service and they had experienced no problems. Clients have access to all areas of the home. This includes a large lounge with a large sunny conservatory attached, a dining room and seated alcove in the upstairs lobby. A lift is available for those with limited mobility. Clients can also use the large garden to the front of the house or the courtyard to the rear.
Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 17 All clients are accommodated in large single bedrooms with an ensuite bathroom. The Manager said that most clients like to bring their own furniture with them, but furniture can be provided to those who need it as stated in the National Minimum Standards. The bedrooms have a call bell so that clients can obtain staff assistance when they need it. One client’s bedroom was seen and this was filled with personal belongings. Clients said that they can bring their own belongings into the home. In addition to each bedroom having an ensuite toilet, sink and bath there is an assisted bath downstairs and two additional toilets. The Manager said that clients can have a bath as often as they like and that if required for future clients a shower could be fitted in the ensuite. Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 18 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 considers Standards 27, 29, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 27, 28 Sufficient numbers of qualified staff are employed ensuring that clients’ needs are met. EVIDENCE: Clients said that there are always plenty of staff on duty and that when they need assistance there is always someone available quickly. At the time of the inspection there were 3 care staff, a housekeeper, the chef, cleaning staff and the Manager on duty. When the Manager is not on duty a deputy Manager is at the home. A member of the management team is on call at all times of the day and night. At least 50 of the care staff have achieved or are working toward their NVQ ensuring that clients are supported by qualified staff. The Manager stated that further NVQ courses would be accessed for staff in September 2005. New staff spoken with said they were planning to start their NVQ this year. The Manager is planning further role specific training for staff this year, standard 30 will be inspected next time. Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 19 Management and Administration
The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 31, 32, 33, 35, 36, 38 Clients live in a home that is well managed and run in their best interests. They would benefit from the introduction of staff supervision to ensure staff have the knowledge and skills to meet the clients needs. Clients’ health and welfare are protected by clear risk assessment and safe procedures. EVIDENCE: The Manager has a number of years experience working with this group of clients and has begun the Registered Managers Award. The clients said that the Manager and staff are always available to talk to and the Manager described an open approach to the management of the home. A quality assurance exercise is planned for this year to include the clients and relatives. The Manager carries out a quality audit under Regulation 26 on a monthly basis. It was advised that a copy of this should be sent to CSCI.
Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 20 The Manager stated that the home does not hold money on behalf of any of the clients. Secure facilities for storing valuables are available to clients. Supervision for staff has begun but is not occurring consistently. It is recommended that formal supervision session for all staff occurs at least 6 times per year and that a record of this meeting is made. This will ensure that staff development needs can be identified and planned for to meet the needs of the clients. Risk assessments have been completed for most areas of the home in relation to client safety. The Manager will ensure that any risks to clients from first floor windows are assessed. All fire safety equipment was safety tested in August 2004. Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 21 SCORING OF OUTCOMES
This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from:
4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable
CHOICE OF HOME ENVIRONMENT Standard No 1 2 3 4 5 6 Score Standard No 19 20 21 22 23 24 25 26 Score 2 x x 3 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 2 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 4
COMPLAINTS AND PROTECTION 4 3 4 3 3 3 3 4 STAFFING Standard No Score 27 3 28 3 29 x 30 x MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score Standard No 16 17 18 Score 3 x x 2 3 2 x 3 2 x 2 Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 22 NO 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 OP1 Regulation 4 1(c) Requirement Timescale for action 31/07/05 2. OP9 13 (2) 3. OP33 24, 26 The registered person shall review the statement of purpose to include a summary of the complaints procedure and information on how the home caters for religious requirements. The registered person shall make 31/07/05 arrangements for competency based training to be provided to all staff who administer medication to clients. The registered person shall 31/07/05 establish and maintain a system for reviewing and improving the quality of care in the home. This must include the views of the clients. Where monthly quality audits take place under regulation 26 a copy must be forwarded to CSCI. The registered person shall 31/07/05 ensure that all parts of the home to which clients have access are, so far as practicable, free from hazards. In that, the risk assessment for the general environment of the home must include the first floor windows.
Version 1.30 4. OP38 4 (a,c) Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Page 23 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. Refer to Standard OP31 OP36 Good Practice Recommendations The Manager should complete the Registered Managers Award. Care staff should receive formal supervision at least 6 times per year. Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 24 Commission for Social Care Inspection The Oast, Hermitage Court Hermitage Lane Maidstone Kent ME16 9NT National Enquiry Line: 0845 015 0120 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 Westerham Place H56-H06 S24042 Westerham V221044 310505 Stage 4.doc Version 1.30 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!
