Inspection on 30/07/07 for Westlake

This inspection was carried out on 30th July 2007.

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

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

Other inspections for this house

Similar services:

The Shelley

Springfield House

Sutton Lodge Nursing Home

St Helier`s Residential Hotel

St Joseph`s

Ridgemount

Wingham Court

Old Hastings House

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

CARE HOMES FOR OLDER PEOPLE Westlake Pondtail Road Horsham West Sussex RH12 5EZ Lead Inspector Mrs D Peel Key Unannounced Inspection 09:50 30th July 2007 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 Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Westlake Address Pondtail Road Horsham West Sussex RH12 5EZ 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) 01403 270773 01403 270832 westlake@barchester.com Barchester Healthcare Homes Ltd Mrs Christine Diane van Klaveren Care Home 56 Category(ies) of Old age, not falling within any other category registration, with number (56) of places Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 18th February 2007 Brief Description of the Service: Westlake is a care home with nursing registered to accommodate up to fifty-six service users in the category of older people. The property is a large detached building providing accommodation across two floors. It is situated in a quiet residential area near to the town centre of Horsham. The accommodation is provided in fifty-two single rooms and two double rooms. Fifty-two of the rooms have en-suite facilities. There is a passenger lift available. The current fees being charged by the home are from £820 to £950 per week. Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. An unannounced visit to Westlake was carried out by Mrs Diane Peel on the 30th July 2007. During this visit the intended outcomes for 33 standards were assessed; these included the key standards for care homes providing a service to older people. Since the last Key Inspection carried out in January 2007 the Registered Provider made an application to the Commission for Social Care Inspection (CSCI) to amend the details of the registered provider to Barchester Healthcare Homes Limited. This application was accepted In February 2007. Prior to this unannounced visit to the Westlake the inspector reviewed, previous inspection reports, information gathered about the home since the last visit in February 2007, thirteen Have Your Say questionnaires returned from people living at the home, thirteen relatives surveys. Two Health professionals also returned surveys. The Annual Quality Assurance Assessment (AQAA) was returned to The Commission for Social Care Inspection (CSCI) prior to this visit to the home and this was used to address areas of improvement, which had been made and further improvements, which the manager thought could be made. On the day of the visit the inspector met some residents in the privacy of their rooms or chatted to others during lunch when the inspector joined people living at the home for the main meal of the day. Staff were spoken with informally during the visit and observed during their interaction with people living at the home. No Statutory Requirements were made as a result of this inspection. What the service does well: The environment at Westlake is of excellent standards with improvements continually being made for the benefit of the people who live there. Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 6 A person living at the home said in their Have Your Say questionnaire returned to CSCI. : I have been impressed by the standards of cleanliness and the courtesy and helpfulness of the housekeeping staff.” There is a variety of information available to help people looking for a care home to move into to make an informed choice about whether it is the right care home for them. Prospective residents are encouraged to visit the home with their families and when they are unable to visit themselves the manager takes out photographs of the home for them to look at. Care plans address peoples assessed needs and people are encouraged to contribute to their care plan. There are a variety of activities which people can choose to take part in which are continually being reviewed. Staff working at the home are well trained and the recruitment systems in place protect people living at the home. What has improved since the last inspection? What they could do better: Whilst the standard of food and variety of choices for people to make are good consideration should be made by staff to inform people who may have difficulty in eating particular foods that it might not be suitable for them. When people have difficulty in eating a meal a substitute should be offered. Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 7 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. Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1,3,4,5,6 People who use the service experience excellent outcomes in this area. A variety of information is offered to provide people considering moving into the home with an informed choice about where they want to live and how they can expect their assessed needs to be met. EVIDENCE: The organisation has a website on which people looking for a care home can locate a care home in the area in which they want to live. The information on the website provides information about the facilities and services available at the home, information about the staff and maps to show details of how to find the home. A Statement of Purpose and Service User Guide were observed to be present in the home. A bedroom prepared for a prospective resident had a copy of the Statement of Purpose and Service User Guide in the room. Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 10 The manager talked about the process of admission to Westlake. She said that if people were unable to visit the home themselves she takes photographs of the communal areas and examples of bedrooms for them to look at when she goes to visit them to carry out an assessment. All the nine people living at the home who returned Have Your Say questionnaires to CSCI reported that they had had enough information about the home before they moved in so that they could make sure that it was the right place for them. One person returning the questionnaire said, “I was unable to visit. My niece acting on my behalf visited every home in the area and this one several times to make sure that it was the best and right for my needs.” The organisation also has a system of monitoring the information provided to prospective customers by using mystery shoppers. The outcomes of enquiries are fed back to the manager of the home as part of the organisational quality assurance process identifying how enquiries and information provided to prospective customers can be improved. The inspector observed the results of the most recent surveys. The care records of four people living at the home were observed during this visit, which included the records of two people who had recently moved into the home. It was observed that all four sets of records included an assessment of need, which had been carried out prior to the people coming to live at the home. Information provided in the homes Annual Quality Assurance Assessment (AQAA) returned to CSCI prior to the visit to the home reported that there are both male and female care staff working at the home of various ages between eighteen years of age and sixty five years of age and who are from diverse social, cultural, and religious groups providing a service to people who have a range of diverse physical, emotional and religious and cultural needs. The home does not offer intermediate care. Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9,10 People who use the service experience good outcomes in this area. People living at the home have a plan of care which takes into account their health, personal and social care needs so that they know that what they expect from the service will be delivered in a way which respects their privacy and right to be treated as an individual. EVIDENCE: Four care plans and associated care records were viewed on this visit to the home including the records of two people who had recently moved into the home so that it was possible to see how far the pre assessment carried out prior to moving into the home had contributed to the basis of the care plan developed. There was clear evidence that those people who’s care plans were seen had contributed to the plans of care and the plans for those people living at the home for some time has been regularly reviewed. Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 12 Care records were observed to include: admission information sheets, care profiles, end of life wishes, admission assessment, pressure area assessments, risk assessments, environmental hazards, moving and handling assessment, nutritional profiles, fall risk assessments, information about social interests, records of medical professionals involvements and friends and family involvement. Daily progress and evaluation sheets are in use which a registered nurse spoken with confirmed are completed by care staff at the end of each duty. The registered nurse then explained that she also then has a responsibility to make entries about nursing tasks undertaken and check over the care staff entries. Medication is stored in two separate areas locked in metal cabinets. The home has a pharmacy agreement with a local pharmacist and oral medication is supplied in blister packs. The signatures of registered nurses able to administer medication was observed to have been updated in July 2007 and it was noted that medication administration records sampled there were examples of when Doctors had changed the prescribed medication during their visits t the home. Disposal of medication arrangements are in place and records of medication awaiting collection by the disposal contractors were observed. The records and store of controlled medication was sampled at random with all medication sampled being accounted for. Medication records sampled were in good order with reasons for medication not been taken explained on the recording sheets. When asked, “Does the care service respect individuals privacy and dignity?” a social care professional returning a survey to CSCI said “ Service users are asked continually about their individual choices. All care is given behind doors to respect privacy. Staff knock upon entering.” During the visit to the home it was observed that staff spoke to people living at the home respectfully and treated people as individuals. Out of the nine surveys returned to CSCI by people living at the home seven said that they always received the care and support that they needed an the other two said that they usually received the care and support needed. When asked in the survey “Do you receive the medical support you need?” in the surveys, five people said that they always received the medical support that they needed and four people said that they always got the medical support which they needed. Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 13 Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 14 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14,15 People who use the service experience good outcomes in this area. People living at the home are encouraged to maintain contact with their family and friends so that they can satisfy their social and emotional needs and the social activity programme is flexible to cater for individual residents abilities and to offer variation to daily living. EVIDENCE: All nine people returning Have Your Say surveys to CSCI reported that the home organisers regular activities and it was evident from comments made in the surveys and to the inspector during the visit to Westlake that people Chose which activities they would take part in. One person said “ I prefer to read, watch television, or speak to friends or family who visit.” and another person said, “ I can take part if I wish to and if I am physically fit to do so.” Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 15 Two activities co-ordinators are employed and records of what activities each resident has taken part in is kept which demonstrated that there is an extensive programme on offer. There are visits out in a minibus and the manager has commented in the Annual Quality Assurance Assessment returned to CSCI that they will be arranging more outings in conjunction with another care home. People spoken with during the visit to the home had positive comments to make about the welcome that their visitors received by the staff and management at the home. There is a visitor’s book in the entrance, which recorded frequent visitors to the home. The home has introduced “Fine dining experience”. This has increased choice of food and people have the opportunity to choose what they want to eat from an extensive menu at the time of the meal. The inspector joined residents for the main meal of the day in the dining and observed the vast choice available on the printed menus which were in addition to the special of the day listed as poached salmon and the main meal advertised in the menu as gammon and egg. Vegetables were served in tureens separately so that people could help themselves and wine was also offered with the meal. After the meal, which was unrushed, and a social occasion for many residents the inspector spoke to the manager about concerns witnessed during the meal for two residents. Both had chosen the gammon and egg but gave up trying to eat the meal when neither of them could manage to chew the gammon. The concern was that despite staff being aware of the difficulty being experienced they were not asked if they would like something else to try and so they ate very little. The manager agreed that although this might have been an isolated case it was not acceptable and it was agreed that this was an area, which could be improved. Out of the nine people returning Have Your Say surveys to CSCI seven reported that they usually liked the meals at the home and two reported that they always liked the food at the Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 16 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16,18 People who use the service experience good outcomes in this area. The complaints procedure enables those using the service to have the confidence that any complaints will be taken seriously and responded to. Arrangements are in place to protect people using the service from being place of harm or abuse. EVIDENCE: The homes complaints procedure is on display in the home ands included in the Service User Guide. CSCI has not received any complaints in respect of this service since the last visit to the home. The AQAA received prior to the visit to the home recorded that three complaints had been received in the last twelve months of which one had been substantiated. The complaints record was examined during the visit to the home that demonstrated the complaints had been responded to appropriately. All nine people living at the home who returned surveys to CSCI reported that they knew how to make a complaint and five out of the six relatives returning Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 17 surveys said that they knew how to make a complaint the other person wasn’t sure if they had been given the information. The home has its own safeguarding adults procedure, which it uses in conjunction with the West Sussex Multi Agency Adult Protection Procedures. Induction records show that as new staff start work at the home they undertake an induction programme which includes information about how to recognise abusive situations and how to respond and report suspected abuse and the next formal protection of vulnerable adults training was scheduled to take place on the 2nd August 2007. Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 18 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19-26 People who use the service experience excellent outcomes in this area. People living at the home have a well-maintained, homely environment to live in and so that they can feel more at home are encouraged to bring personal items to the home and make their private accommodation their own. EVIDENCE: There is currently a six-bedroom extension being built at the home. It is intended that the number of bedroom will increase to sixty-one. To ensure as little disturbance as possible the manager has taken out of use the bedrooms at either side of the extension until the work is complete. All parts of the home observed were of a high standard and were clean and free from offensive odour. Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 19 Bedrooms were personalised with resident’s own belongings and some people had brought small items of furniture to the home. There are a range of comfortable communal areas varying from small sitting areas to small lounges and larger lounges. The dining area is attractive and spacious. From comments made by people living at the home during the visit and from feedback in the Have Your Say questionnaires returned to CSCI people are very satisfied with the environment in which they live. Comments from relatives returning questionnaires included: “the home is wonderfully maintained, excellent standards, throughout and always smells fresh. The ongoing programme of redecoration of the home ensures that the décor is maintained to a high standard. One of the small lounges had just been redecorated and new furniture purchased and a new carpet had been ordered. The manager told the inspector that as rooms become vacant they are decorated and new bedrooms furniture is being purchased. All but seven beds are now electric and it is intended to replace the remaining divans with eclectic beds. Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 20 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29,30 People who use the service experience excellent outcomes in this area. People living at Westlake are protected by the recruitment procedures and staff receive appropriate training so that they can meet the needs of people living at the home. EVIDENCE: There is currently one registered nurse and five care assistants assigned to each working area during the morning and then this is reduced in the afternoon when there is one registered nurse and three carers from two pm until the night duty staff comes on duty. At night registered nurses continue to be supported by care assistants. The manager stated that when the additional bedrooms are occupied there would be additional carers. There is a commitment to providing well-trained staff with fifty percent of the care staff already having an N.V.Q qualification and a further five staff working towards an N.V.Q. The records of three staff were observed during this visit to the home, which included someone recently employed. They were observed to include evidence Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 21 of Criminal Record Bureau (CRB) and Protection of Adults (POVA) checks. A job application was on file, two written references, photograph, proof of the person’s identity and completed equal opportunity monitoring forms and health declaration forms. The home is currently undertaking a programme of renewing CRB and POVA checks for staff who’s last checks were over three years ago in line with Criminal Record Bureau good practice guidance. An induction programme for new staff is in place and the training provided is recorded and certificates of attended provided. People living at the home had many positive comments to make about staff in the Have Your Say questionnaires returned to CSCI, they included such comments as: all staff go out of their way to make this a nice home. Their courtesy and professional approach are first class.” Relatives returning surveys to CSCI said: “ All staff are very pleasant, welcoming and friendly and willing to help with any query. They are a professional team.” “ the staff are all willing to help whenever necessary. My father says he couldn’t have found a better place.” “ the staff always great you with a smile and display a high level of professionalism at all times”. Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 22 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31,32,33,35,36,37,38 People who use the service experience excellent outcomes in this area. People living at the home benefit from the ethos, leadership and approach of the home that is run in the best interests of the people who use the service. EVIDENCE: Mrs Christine van Klaveren is the registered manager and has worked at the home for over twelve years. She is a registered nurse and has an N.V.Q qualification at level 5. It was evident from discussions throughout the visit to the home that Mrs Klaveren has a clear sense of direction and encourages and inclusive atmosphere where people are able to feel part of the running of the home. Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 23 She works continually to improve the service and provide an increased quality of life for people living at the home. To ensure that staff provides a good standard of care for people living at the home the manager is person centred in her approach and leads and supports a team of staff who have been recruited and trained to a high standard. Mrs van Klaveren is supported by a deputy manager who has also worked at the home for over seven years. The financial interests of the home are managed by an administrator who is supported by a regional business manager. During the visit to the home people living at the home had positive comments to make about the management of the home and there were appreciative comments made in the Have Your Say questionnaires returned to CSCI, which included: “Christine the matron and the deputy matron are always kind and helpful.” “ a general impression is that the home is very well run and much appreciated by residents.” A health care professional returning a survey to CSCI said: “ this home has the best reputation in Horsham. It is always highly spoken about. The carers and nurses are approachable, friendly knowledgeable, and take their roles seriously. I enjoy working with them.” Internal quality assurance systems are in place, which includes monthly audits, monthly visits by the Regional Operations Manager, mystery shoppers and mystery telephone callers who either visit or call as potential clients and report on visits and responses they have. In addition the home surveys people who use the service annually it was observed that the last survey included the responses from thirty relatives, eighteen people living at the home and five visitors. All areas surveyed resulted in outcomes of either good or excellent. The home does not handle finances for residents. Staff are supervised and supervision records are held in their staff files. Safeguarding the heath and safety of people living at the home and people working at the home is a high priority with systems and records being in place to show the constant monitoring of its own practice. Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 24 Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 25 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 4 X 4 3 4 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 4 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 2 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 4 4 3 3 3 3 3 4 STAFFING Standard No Score 27 3 28 3 29 4 30 4 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 4 4 X 3 3 4 3 Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 26 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW 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 Westlake DS0000069306.V341401.R01.S.doc Version 5.2 Page 28 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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!