Inspection on 03/01/07 for Westlands

This inspection was carried out on 3rd January 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Excellent. 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

Westlands 07/02/08

Westlands 10/02/06

Westlands 20/09/05

Westlands 02/03/05

Westlands 07/01/05

Similar services:

Maple Lodge

Heathlands

Aston Court Nursing Home

Breme

Ravenhurst

Bank House

Inspirations

Westmead

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

CARE HOMES FOR OLDER PEOPLE Westlands Station Road Wem Shrewsbury Shropshire SY4 5BL Lead Inspector Pat Scott Key Unannounced Inspection 3rd January 2007 09:15 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 Westlands DS0000020706.V296985.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. Westlands DS0000020706.V296985.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Westlands Address Station Road Wem Shrewsbury Shropshire SY4 5BL 01939 232784 01939 235295 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) www.coveragecareservices.co.uk Coverage Care Services Ltd Miss Jane Louise Capewell Care Home 40 Category(ies) of Dementia - over 65 years of age (24), Old age, registration, with number not falling within any other category (16) of places Westlands DS0000020706.V296985.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The Home is registered to accommodate a maximum of 40 Older People to include a maximum of 24 people with Dementia. 10th February 2006 Date of last inspection Brief Description of the Service: Westlands is a Care Home registered with the Commission for Social Care Inspection to provide accommodation and personal care to a maximum of forty people over the age of 65, within this number a maximum of 24 people who have dementia may be cared for. The home does not provide Nursing care. The home is conveniently located close to the town centre in Wem, Shropshire. Accommodation is situated on the ground floor of the home and all service users are provided with a single bedroom. The home is owned by Coverage Care Services Ltd and the Registered Manager is Ms Jane Capewell Coverage Care Services Ltd make their services known to prospective service users in: The Statement of Purpose, Company Brochure and web site which also contain their contact e mail address. The inspection report is mentioned in the statement of purpose and summarised in the service user guide. It is also on display in all homes’ entrance halls with a note stating the document can be made available to copy and take away. Coverage Care Services rates are reviewed annually on 1st April each year and service users are notified one month in advance. The only additional charges to service users are for toiletries, hairdressing, newspapers and escorting to hospital for routine appointments. This is clearly laid out in the terms and conditions. Fees for Westalnds as of January 2007 are: £318.76-£450. All service users pay monthly by standing order or by cheque usually on the 15th of the month. This is two weeks in advance and two weeks in arrears. Westlands DS0000020706.V296985.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. A range of evidence was used to make judgements about this service. This includes: management, quality audits, home visit information from the provider, staff records kept in the home, medication records, discussion with people who use the service, discussions with the staff team, discussion with the manager, tour of the premises, previous inspection reports, quality assurance process, Fire Authority reports, Environmental Health Office reports, observation of care experienced by people using the service. What the service does well: What has improved since the last inspection? What they could do better: It is considered that this home is currently performing very well, setting its own objectives for continual improvement. The service could improve the risk assessment tool for bed rails to demonstrate all aspects for their use have been covered. This would safeguard staff and service users in the event of any incident, even if healthcare professionals have completed an initial assessment. Westlands DS0000020706.V296985.R01.S.doc Version 5.2 Page 6 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. Westlands DS0000020706.V296985.R01.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 Westlands DS0000020706.V296985.R01.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): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Key Standard 3 National Minimum Standard 1.2.4. Prospective residents and their representatives have the information needed to choose a home which will meet their needs They have their needs assessed and a contract which clearly tells them about the service they will receive. EVIDENCE: Information gathered from records relating to admissions shows that significant time and effort is spent making this aspect personal to the service user and is well managed. Prospective service users and their families are treated with dignity, respect and understanding for the life changing decisions they need to make. Westlands DS0000020706.V296985.R01.S.doc Version 5.2 Page 9 The service carefully considers the needs assessment for each prospective service user before agreeing admission to the home. Prospective service users and their family, always have the opportunity to visit and spend time in the home prior to agreeing admission. A variety of methods enable people to experience the home and what it has to offer such as short daytime visits, sampling of meals to overnight stays. Staff are prepared to visit the prospective service user and their family to get to know them and answer questions. The statement of purpose and a service user guide provides information on the services and facilities the home can offer e.g. leaflets, brochures with photographs. Clear information about contracts/terms and conditions, fees and extra charges is available within the service user guide. Staff spend time with prospective service users to ensure they understand the terms and conditions of the placement. They are regularly reviewed and kept up to date, involving service users, their families and their representatives. All new service users receive a full comprehensive needs assessment before admission. Any assessment by staff is carried out with skill and sensitivity. The service obtains a summary of any assessment undertaken through the care management arrangements and insists on receiving a copy of the care plan. These were seen on service user files. From training records seen, staff are qualified and skilled to meet the specialist needs of a prospective service user. Staff are well briefed on the needs of new service users. Each care plan seen reflects the needs of the individual taking into account their cultural, religious and social preferences where this is appropriate. Westlands DS0000020706.V296985.R01.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): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Key Standards 7.8.9.10 National Minimum Standard 11 The health and personal care, which a resident receives, is based on their individual needs. The principles of respect, dignity and privacy are put into practice. EVIDENCE: The management’s ethos is one of involving service users in all aspects of their life. All service users have a robust care plan which they have signed where able. The home has effective systems in place to ensure the care plan is reviewed and updated monthly and arranges additional reviews when changes take place. Service users stated they are able to participate and communicate their views to the development of the care plan and the review process. Feedback and involvement is a continuous ongoing process, records show that staff spend time with individual service users to ensure they understand decisions and actions. Westlands DS0000020706.V296985.R01.S.doc Version 5.2 Page 11 The care plan is used as a working tool and is understood by all staff. Those spoken with were aware of its content. It is written in clear language and can be used in an emergency by people who are not familiar with its content. Each care plan seen included a comprehensive risk assessment. Management of risk takes into account the needs of service users balanced with their aspirations for independence and choice. Records show that staff keep up to date with training, professional research and literature, in both the social care and clinical fields, and ensure that care plans are informed by the relevant social and clinical guidance. A significant example of this is where the home implement a specific care plan for end of life palliative care. Staff actively promote the service users’ right of access to the health and remedial services that they need, both within the home and in the community. Regular appointments are seen as important and there are systems in place to make sure service users are reminded and appointments are not missed. Records show that the home arranges for health professionals to visit frail residents in the home and provides facilities to carry out treatment. Staff keep a regular check on health aids, making sure they are working effectively and that each service user has the necessary aids to improve their quality of life. District nurses assess service users for bed rails. The home covers a basic assessment regarding their use which could be improved. Service users have choice over their personal care and are encouraged to be independent and responsible for their own personal hygiene where possible. A service user stated that she had received a ‘nice bath this morning’. The service cares for service users with varying forms of dementia. Care plans document episodes of inappropriate behaviour and the management plans in place to address this. The home operates efficient medication systems. Staff all have access to the written information and understand their role and responsibilities. Internal quality assurance audits confirm that policy is put into practice. Medication records seen detail the efficient management of health care matters. The home strongly promotes independence and those service users assessed as being able are encouraged and facilitated to keep, and take their own medication. The home has a sustained record of full compliance with the administration, safekeeping keeping and disposal of controlled drugs. Care staff have the required accredited training. The need to respect service users’ privacy and dignity when delivering health and personal care is a key principle of the homes aims and objectives. Staff are aware that this also applies to all areas of the service user’s life. Service Westlands DS0000020706.V296985.R01.S.doc Version 5.2 Page 12 users are consulted and can decide which staff members they want to help them with their personal care. The registered manager routinely observes staff attitude and approach to privacy and respect and constantly seeks and values service users’ views and experiences. The wishes of individual service users about dying and terminal care, and the arrangements they want after death are openly and sensitively discussed with both the service users and their family during the development of the care plan. These are clearly recorded, respected and known to the staff delivering the care. The home has a detailed policy, procedure and practice guidance to help staff when handling terminal care and death. All staff receive in house training and practical advice in caring for these service users, and have continuous support and opportunities to discuss any areas of anxiety and concern. Facilities are provided to allow relatives and friends to stay with the service user and to assist with their care if the service users want this. Westlands DS0000020706.V296985.R01.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): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Key Standards 12.13.14.15 Residents are able to choose their life style, social activity and keep in contact with family and friends. Social, cultural and recreational activities meet resident’s expectations. Residents receive a healthy, varied diet according to their assessed requirement and choice. EVIDENCE: Service users are able to enjoy a full and stimulating life style with a variety of options to choose from. Through service user meetings and assessments the home has sought the views of service users and considered their varied interests and abilities when planning the routines of daily living and arranging activities. Routines are very flexible and service users can make choices in major areas of their life. The routines, activities and plans are service user focussed, regularly reviewed, and can be quickly changed to meet individual service user needs. Service users are actively encouraged to keep in contact with family and friends living in the community. Visitors are welcome at any time and facilities are available for them to have a drink or a meal with the resident. Service users can choose to entertain visitors in their own rooms or perhaps a lounge Westlands DS0000020706.V296985.R01.S.doc Version 5.2 Page 14 or garden areas. The home clearly records and actions any restrictions, which the service user may make on who they wish to visit them. The practice and attitude of the staff team give service users the opportunity and support to remain independent. They are encouraged to be responsible for their own money for as long as they wish, and are able to maintain their independence, for example, collecting their own pension, paying for shopping and managing their own bank accounts. Staff give help when it is needed and records show that they have contacted advocacy groups and encouraged their involvement with individuals in the home. The home’s policies, procedure, guidance and quality assurance systems ensure that service users are protected from financial abuse. The service is very clear about the rights of service users to be able to read their records and staff regularly spend time with them making sure that they are fully aware of the information which the home keeps. Meal times are considered a social occasion. The catering manager in the home is qualified and experienced in cooking for older people, is an important member of the care team and is well aware of the recorded dietary and cultural needs of each service user. There is commitment to involving service users in menu planning and making sure that they are able to enjoy the food they prefer and like. The menu is varied, balanced and nutritious. It has a number of choices including a healthy option, and includes a variety of dishes that encourage service users to try new and sometimes unfamiliar food. The home has the platinum healthy eating award. Food is served to meet the need of all service users including those who have swallowing or chewing difficulty. Mealtimes are relaxed, staff are patient and helpful, and allow service users the time they needed to finish their meal comfortably, encouraging them to serve themselves. Service users had just finished breakfast and commented that they had enjoyed it and had what they wanted. One service user was late in getting up and was seen to enjoy a leisurely breakfast on her own. Service users stated they appreciated the good quality food they are served and being able to have a drink when they wish and the availability of snacks. They also enjoy being able to eat in their own room when they wish. There are small, well equipped, service user kitchen areas around the home. Westlands DS0000020706.V296985.R01.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): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Key Standards 16.18 National Minimum Standard 17 Residents have access to a robust, effective complaints procedure, are protected from abuse and have their legal rights protected. EVIDENCE: The service has a clear complaints procedure that is visible within the home. Service users stated they would know how to make a complaint and they are fully aware of what can be expected to happen if a complaint is made. Information held by the CSCI demonstrates that the outcomes of complaints are managed very effectively with sensitivity. The service can evidence that it has learnt from the process, and the same issues do not reoccur. Where dissatisfaction is expressed by relatives, the management acts swiftly to ensure the views and rights of service users are upheld. Service users and others associated with the home state that they are extremely satisfied with the service provision, feel very safe and well supported by good staff. The policies and procedures regarding protection of service users are of good quality. At all levels the staff are clear when an incident needs external input, and is open in discussing incidents with external bodies (CSCI, local adult protection) to clarify difficult judgements. Westlands DS0000020706.V296985.R01.S.doc Version 5.2 Page 16 The home ensures through training, supervision, review and quality monitoring that care staff fully comply with the policies and procedures provided in relation to protecting and safeguarding the rights of the service users. Staff are willing to take considered and agreed risks to protect the rights of service users in their placements as clearly demonstrated in a care file seen. The service’s principle aims and objectives include the promotion of the individual’s right to live an ordinary independent life when ever possible and to enjoy the rights and responsibilities of citizenship. The home involves advocates to enable all service users what ever their capacity to enjoy a quality lifestyle which includes being able to attend places of religion or to have ministers visit them. The service has effective arrangements in place to make sure all service users have the opportunity to vote in elections. Westlands DS0000020706.V296985.R01.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): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Key Standards 19.26 The physical design and layout of the home enables residents to live in a safe, well-maintained and comfortable environment, which encourages independence. EVIDENCE: The management and staff encourage residents to see the home as their own home. It provides a very well maintained, safe, comfortable, attractive home which has all the specialist equipment and adaptations needed to meet individual service users’ needs. Areas for refurbishment are identified and plans put in place to deliver this. All service users are assessed for their need to have equipment or aids before they move into the home and these are provided to them on admission. There is evidence in the care plans that the home meets the changing needs of all service users promptly. Westlands DS0000020706.V296985.R01.S.doc Version 5.2 Page 18 There is a selection of communal areas, according to the numbers of service users, this means that service users have a choice of place to sit quietly, meet with family and friends or be actively engaged with other service users. The bathrooms are comfortable and easy to use and include a selection of different ways to bath, for example assisted and unassisted showers and baths and there are a number of toilets strategically placed around the home. The home is very well lit, clean and tidy and smells fresh. The management has a proactive infection control policy and they work closely with external specialists, e.g. infection control, and their own staff to ensure that infections are minimised. Call bells were seen to be left within reach of residents and were noted to be responded to promptly. Westlands DS0000020706.V296985.R01.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): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Key Standards 27.28.29.30 Staff in the home are trained, skilled and in sufficient numbers to fill the aims of the home and meet the changing needs of residents. EVIDENCE: The service has a thorough recruitment procedure. The recruitment of good quality carers is seen by management as integral to the delivery of an excellent service. The service is highly selective, with the recruitment of the right person for the job being more important than the filling of a vacancy. Records show that management prioritise training and facilitate staff members to undertake external qualifications beyond the basic requirements. The service empowers staff to share skills and knowledge with colleagues. The service clearly defines the roles and responsibilities of staff through accurate job descriptions and specifications as seen on staff files. Service users stated that staff seemed very skilled in their role, and are able to always meet their needs. The service sees induction and any probationary period as being an extension of recruitment. The interview and selection process is based upon identified criteria that is closely related to the job being advertised and supports the procedure. Westlands DS0000020706.V296985.R01.S.doc Version 5.2 Page 20 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): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Key Standards 31.33.35.38 National Minimum Standard 32 The management and administration of the home is based on openness and respect, has effective quality assurance systems developed by the provider. EVIDENCE: The registered manager has the required qualification and experience, is competent to run the home and meet its stated aims and objectives. The manager is committed to the service and is able to demonstrate through formal qualification, experience and ability that she is highly competent in areas of care, quality assurance systems and equal opportunity issues. She has good people skills and a strong leadership of staff which leads to confident workers. Westlands DS0000020706.V296985.R01.S.doc Version 5.2 Page 21 The manager ensures that the policies and procedures are followed by staff. Staff have practice handbooks and easy access to all documents, which are discussed during supervision, staff training and team meetings. Spot checks and quality monitoring systems provide management evidence that practice reflects the homes policies and procedures. The registered persons are very committed to ensuring the health, welfare and safety of service users and staff. Records are clearly written and up dated. The internal quality assurance system confirms that the findings from risk assessments have been actioned and that the overall conduct of the home meets with national minimum standards and associated regulations. There is a detailed business and financial plan which gives a clear indicator of the success and efficiency of the business arrangements. This is displayed in the foyer. The insurance cover in place ensures that the home is well able to fully meet any loss or legal liabilities. The home actively encourages service users who wish and are capable, to manage their own money and valuables, making sure they have the facilities to do this safely. The home has very efficient systems to ensure effective safeguarding and management of service user’s money including records keeping. Service users have access to their records whenever they wish. Westlands DS0000020706.V296985.R01.S.doc Version 5.2 Page 22 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 3 3 3 3 X N/A HEALTH AND PERSONAL CARE Standard No Score 7 4 8 4 9 3 10 4 11 4 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 3 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 4 17 3 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 4 29 3 30 4 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 4 4 X 3 X X 3 Westlands DS0000020706.V296985.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 Refer to Standard OP38 Good Practice Recommendations To review the bed rail risk assessment Westlands DS0000020706.V296985.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Shrewsbury Local Office 1st Floor, Chapter House South Abbey Lawn Abbey Foregate SHREWSBURY SY2 5DE 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 Westlands DS0000020706.V296985.R01.S.doc Version 5.2 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. 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