Inspection on 17/10/06 for Whitegates Retirement Home

This inspection was carried out on 17th October 2006.

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

Whitegates Retirement Home 29/10/08

Whitegates Retirement Home 20/09/05

Whitegates Retirement Home 12/04/05

Whitegates Retirement Home 05/10/04

Whitegates Retirement Home 07/05/04

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 Whitegates Westfield Lane Westfield East Sussex TN35 4SB Lead Inspector Jeanette Denereaz Key Unannounced Inspection 09:30 17th October 2006 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 Whitegates DS0000021287.V302397.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. Whitegates DS0000021287.V302397.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Whitegates Address Westfield Lane Westfield East Sussex TN35 4SB 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) 01424 754865 01424 752185 Whitegates Retirement Home Limited Vacant Care Home 20 Category(ies) of Old age, not falling within any other category registration, with number (20) of places Whitegates DS0000021287.V302397.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. The maximum number of service users to be accommodated is twenty (20) Service users must be older people aged sixty-five (65) years or over on admission 20th September 2005 Date of last inspection Brief Description of the Service: Whitegates Retirement Home Limited and the Proprietors are Mr and Mrs Courtney. The home is located on the outskirts of the village of Westfield. It is in walking distance to the local post office, pubs church and doctors surgery. The Property is a spacious two-storey purpose built house. There are several attractive and comfortable communal rooms and the home is furnished and decorated to a very high standard throughout. Residents’ accommodation, which are all en-suite are sited on the ground and first floors, which is served by a passenger lift. There are large and well-maintained gardens onto which the ground floor bedrooms open. The current scales of fees range from £490 to £650 per week. Whitegates DS0000021287.V302397.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The reader should be aware that the Care Standards Act 2000 and Care Homes Regulations 2001, uses the term ‘service user’ to describe those living in care home settings. For the purpose of this report, those living at Whitegates are referred to as ‘residents’. This report reflects a key inspection based on the collation of information received since the last inspection and an unannounced site visit conducted by an Inspector on the 17th October 2006. The site visit included a tour of the premises and an examination of various records including medication, care and staffing records. The Inspector met with the new manager, staff members and the Responsible Individual, who is also the Proprietor. The newly appointed manager and Proprietor were away on a conference, however, the inspector returned on 19th October 2006 to meet with them both the and give feedback. The residents were sent a ‘Have your say’ about Whitegates survey, and ten were returned, and from information gathered residents were very happy with the care they received. There were comments that residents who do not have regular contact with family and friends would like the opportunities to go out. This was discussed with the deputy manager, and she confirmed this has been raised by residents and the home are planning to hire transport and arrange outings to places of interest, visit tea shops and going out to lunch. The surveys invite service users to speak to the inspector, but no resident request to speak, however, during the visit residents chatted to the inspector and one agreed to be interviewed privately in her room. The resident has only lived in the home for four months, but she had known about the home from a friend. She informed the inspector that: “I’m very happy to be living here, the staff are very nice and very attentive”. Also during this inspection process relatives of the two new residents were contacted and they gave praise and congratulations to the home and made statements: “The self respect of people is upheld.” “I am very impressed with the high standard of the home.” “The staff are very friendly”. “My relative is very happy, she is putting on weight, and is looking so well”. “The home is so clean”. What the service does well: Whitegates DS0000021287.V302397.R01.S.doc Version 5.2 Page 6 Whitegates care home offers a high quality standard of accommodation, with all bedrooms offering light and space with en-suite facilities and the communal areas are also decorated and furnished to the same high and tasteful standard. The quality and quantity of the food is very good and the dining room is very attractive with table linen, napkins and fresh flowers on each table. Most residents eat in the dining room, meeting at 12 noon for an aperitif, however if desired they can have a tray taken in their own rooms. The Décor and furnishings are maintained to a good standard with an ongoing decorating plan to further enhance and update the home. The home was again found to do everything well, excelling in a number of areas. The home continues to make improvements between inspections. The home was found to provide excellent support and the management team and staff are good at ensuring residents have a good and comfortable life. It was evident that friends and family members are welcome, and this was confirmed by the entries of the visitor books and from conversations with relatives to the inspector. Staff spoke positively about the home, with and one staff member commented that ‘this is a good place to work”. The management team including the Proprietors are committed to providing a good quality of care for residents but also ensuring that staff are well supported. The home has a good atmosphere it is friendly, unhurried and gentile with all residents receiving attention. The majority of the residents are over eighty years and many are in their nineties, but their have a zest for life and are encouraged to be independent, This was evident with one gentleman going into Hastings on the local bus to attend his optician appointment. He enjoys going out independently, and he returns at lunchtime by taxi, quiet tired, but had enjoyed his outing. What has improved since the last inspection? The home has reviewed the menus and introduced more traditional menu options. The cook confirmed that the home still purchases most of the food from local suppliers, including fresh vegetables from the local farm shop and all meats from the local butcher. The inspector was invited to have lunch and it was a very good meal of beef casserole in red wine and a choice of desserts. Once again residents commented they would like to go out more, these remarks were especially from residents who do not have family and friends living nearby. This is being addressed and the home and are arranging regularly outings to places of interest and teashops. Also a granddaughter of one of the residents has approached the manager, she would like to come and visit other residents who do not have visitors. However, the visitors’ book indicates that there are many visitors to the home, including people who come to entertain the residents. Whitegates DS0000021287.V302397.R01.S.doc Version 5.2 Page 7 What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. Whitegates DS0000021287.V302397.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 Whitegates DS0000021287.V302397.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 1,3,4 & 5 (Standard 6 is not applicable; the home does not offer intermediate care) Quality in this outcome area is Excellent. This judgement has been made using available evidence including a visit to this service. Significant time and effort is spent making admissions to the home personal and well managed. Prospective residents and their families are treated with dignity, respect and understanding for the life changing decisions they need to make. EVIDENCE: The inspector looked at the care plans and information for the two newest residents to the home, and one of the residents agreed to speak to the inspector. The resident told the inspector that a friend had told her that Whitegates was a lovely home. The documentation confirmed the resident made contact with the home independently because it had been recommended. The resident visited the home, but she refused to stay overnight and finally moved in June 2006. Whitegates DS0000021287.V302397.R01.S.doc Version 5.2 Page 10 The inspector contacted her next of kin and it was evident that all the family are very happy with the home. The next of kin visits her relative often, and on one occasion she was invited to dine at the home, and she was very impressed with the menu, the service and attention given to the residents by the staff. She concluded that she and her family are very impressed and that Whitegates is an excellent home. The second resident has been living at Whitegates since April 2006 and she also contacted the home independently requesting the home’s brochure. This resident wanted to move in slowly, and the documentation confirmed she visited the home and came for weekend stays before moving permanently. She has many friends and they visit regularly, and it was recorded that she had gone out on the 13th October 2006 with friends for lunch. Whitegates DS0000021287.V302397.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9 & 10 Quality in this outcome area is Good. This judgement has been made using available evidence including a visit to this service. Resident’s can be assured their health needs are fully met. They are treated with the highest levels of respect with all steps taken to meet their needs and preferences. However, medication arrangements need to be reviewed to ensure the safety of the residents. EVIDENCE: Since the last inspection and the employment of the new manager the home has reviewed all care plans and now they are used as a working tool and this is understood by the staff. All resident are registered with the local GP in the village of Westfield, and the deputy manager assured the inspector that the home and the surgery have a good relationship. This was observed by telephones calls taken and made by the deputy manager to the surgery during this inspection visit. Whitegates DS0000021287.V302397.R01.S.doc Version 5.2 Page 12 The home has input from other health professionals and staff support residents to attend hospital appointments. On the second day of the inspector visit, one resident had an appointment at the local hospital. She went with a staff member in a car, and on her return the inspector introduces herself and enquired how the visit had gone. The resident who is in her late ninety replied ‘Oh I’m not ill, just very old’. Most of the residents are over eighty years with many over ninety years old, but there are still residents that wish to administer their own medication. The management has persuaded the residents that for their safety the medication is dispensed to them in a weekly medication pocket. However, when the inspector reviewed the medication documentation there was found to be gaps in the signing of the medication. This was discussed with the deputy manager and with the other members of the management team on the second visit. They were concerned with these errors, also disappointed as there had just been staff training in the administration of medication. With the medication errors, the age and the obvious independent of the residents having responsibility for their medication, the inspector advised the home that she would make a CSCI Pharmacist Inspection referral. The CSCI pharmacist inspector will visit and assess the medication management, and following this visit there will be a separate report. The management team were very positive about this and told the inspector that they would welcome the advice and support. Throughout this inspection visit and on other visit to the home, it is evident that the residents are treated with dignity and respect. All resident are called by their title and surname, and only if requested and invited to do so do staff call the residents by their forenames or other. This was evident in the care plan of one resident who wishes to be called by a shorter form of her surname without her title. Whitegates DS0000021287.V302397.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 &15 Quality in this outcome area is Excellent. This judgement has been made using available evidence including a visit to this service. The home provides an exceptional range of activities based on resident preferences. Residents are supported to have a full community profile and access facilities as well as maintain relationships. EVIDENCE: At the last inspection was found that although the food offered was of a high standard and cooked well, some of the menus were too rich. Since this was brought the attention of the proprietor the food is still of a high standard but the menu is suiting the residents’ palate and taste. The inspector was invited to the lunch, and the menu is displayed daily in a printed form and copies could be found in the dining room and the lounges. The meal was casserole ofbeef in wine, followed by a choice of desserts with coffee or tea to follow. At the lunch time the inspector took the opportunity to spend time with the staff, and had coffee with the residents. The residents confirmed that the food was very good, and the inspector observed the staff serving the meal with respect for the residents. Whitegates DS0000021287.V302397.R01.S.doc Version 5.2 Page 14 A relative also mentioned this, when they had been invited to stay for a meal when their plans to take their aunt to a restaurant fell through. The niece told the inspector the meal was very good and the staff were very attentive. The residents commented in the survey that they would like to go out more, these remarks were especially from residents who do not have family and friends living nearby. This is being addressed and the home and are arranging regularly outings to places of interest and teashops. Also the manager has been approached by a granddaughter of one of the residents, she would like to come and visit other residents who do not have visitors. The visitors’ book indicates that there are many visitors to the home, including people who come to entertain the residents. Whitegates DS0000021287.V302397.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 inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16,17 & 18 Quality in this outcome area is Good This judgement has been made using available evidence including a visit to this service. The home operates in an open and pro-active manner. Residents continue to have all their rights upheld. All residents and visitors are made fully aware of how to complain or raise concerns. Residents confirmed they understood the procedure and would always feel comfortable talking to the manager and staff. EVIDENCE: There are no recorded complaints or concerns since the last inspection. The home operates in an open and pro-active manner. The manager and staff demonstrated a sound understanding on how to prevent abuse, with all staff receive relevant training through NVQ, induction and a video training package within the home. Residents informed the inspector that they are very happy living at Whitegates, and if they were unhappy they would always speak to The Proprietor or the manager. All staff addressed the residents by surname and titles only, and only use first names when invited to do so, and it was observed that the staff acted very respectfully toward the residents. The politeness and respectfulness of the staff was observed by the inspector and by the relative interviewed during this inspector process. Whitegates DS0000021287.V302397.R01.S.doc Version 5.2 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 the following standard(s): 19,20,21,23,24,25 & 26 Quality in this outcome area is Excellent. This judgement has been made using available evidence including a visit to this service. The residents live in a well maintained, furnished and clean home. The home’s location and layout is very impressive. It is well maintained to a very high standard with elegant furnishing and décor. All the residents’ benefit from excellent rooms with en-suite facilities and most with views across the countryside and gardens. EVIDENCE: The Inspector toured communal parts of the home such as lounges, bathrooms and dining areas along with hallways finding them all to be clean. There is a range of comfortable communal areas, including lounge, library and dining room. These communal rooms are enhanced by the presence of flowers, plants and attractive furnishings and fittings. Whitegates DS0000021287.V302397.R01.S.doc Version 5.2 Page 17 It is the policy of the home to redecorate and fit new curtains before new a person takes up residence. The inspector spent time with one of the newest residents in her room. The room was very nicely decorated and furnished, the resident was also impressed with her room, she said, she was very comfortable and felt very lucky to be living at Whitegates. The relatives the inspector contacted as part of this inspection process also remarked upon the excellent standard of the home. During this inspection visit, decorating was taking place along one corridor, and this is an ongoing activity as part of the maintenance schedule to ensure the home is always in good decorative order. Whitegates DS0000021287.V302397.R01.S.doc Version 5.2 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 consider all the above are key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29 & 30 Quality in this outcome area is Good. This judgement has been made using available evidence including a visit to this service. There are sufficient staff on duty to meet the needs of the residents and keep the home clean. The majority of the staff are experienced and most have worked at the home for a long time, and new staff receive a good induction. Residents are protected by the home’s recruitment procedure. EVIDENCE: The inspector observed the staff working with the residents and was impressed with the respect and empathy shown by all the staff on duty. When questioned the staff had a good knowledge of the residents, and gave the residents a personal touch to their care, this is achieved by the established staff team working well together. Training is very important to the management and the staff and all are encourage by the manager and proprietor to undertake training. The inspector during this inspection visit reviewed the staffing records of the two newest staff members. There was some confusion with regards to the referee, it was not clear if they had been an employer or friend. The manager dealt with this in a professional way and telephoned the referee and had an informal conversation and established the situation, which was the referee had employed this person, and gave a positive reference. Whitegates DS0000021287.V302397.R01.S.doc Version 5.2 Page 19 The second staff member was described as a ‘junior assistance’ and works within the home part-time for 8 hours per week. Her duties do not include any personal care, but she is responsible for making tea and coffee during the day, as she is only 17 years old. However, her recruitment was robust and as she has never had job before, her references were from her school and they were excellent. Whitegates DS0000021287.V302397.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35,36 & 38 Overall quality in this outcome area is Excellent. This judgement has been made using available evidence including a visit to this service. Whitegates is openly and exceptionally well managed in the best interests of residents who are fully involved in the running of the home. The home benefits from a well motivated manager, who is supported by a motivated Proprietor and enthusiastic staff team. Staff receive regular support through meetings, helpful inductions, and supervision to assist them to do a good job. A safe environment is maintained for residents with them protected from harm by well-trained staff. Whitegates DS0000021287.V302397.R01.S.doc Version 5.2 Page 21 EVIDENCE: Since the last inspection the home now has a new manager, she is very experienced and has had managerial positions in other care homes. She is in the process of making application to the CSCI to become the registered manager of Whitegates and she is also studying towards obtaining the Registered Manager’s Award (RMA). The home was found during the inspection visit to run well in the manager’s absence by a competent, qualified and motivated senior staff team. Supervision of staff is now undertaken regularly, and the inspector saw supervision records, also the manager has inducted regularly staff meetings, which have been at different times to involve all staff including staff working at night. The proprietor or the manager do not act as appointees for handling financial affairs of the residents, ten residents are subject to Power of Attorney and the other residents manage their own financial affairs independently. The home does have an Administration manager and she is responsible for all administrative issues within the home. Records showed that all aspects of health and safety were being met this included looking at appliance safety certificates, staff training, and accident records. All staff receive regular mandatetory training and training that has taken place since the last inspection as been in Moving and Handling training, fire safety, food hygiene and Medication administration. However, the records for administration of medication were not correct and staff had not on occasions signed when giving medications to the residents. This was discussed with the manager and this concern will be investigated and reviewed. With the arrangement of the home the inspector has requested the CSCI pharmacist inspector to visit and assess the medication management, and following this visit there will be a separate report. All accidents and significant incidents are promptly reported to the CSCI. Whitegates DS0000021287.V302397.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 4 X 4 4 4 X 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 4 13 4 14 4 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 3 18 3 4 4 4 X 4 4 4 4 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 X 4 X 4 4 X 4 Whitegates DS0000021287.V302397.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. 1 Standard OP9 Regulation 13(2) Requirement It is required that the Responsible Individual and the management team ensure that records are maintained of current medication of all service users. The CSCI pharmacist inspector will visit and assess the medication management, and following this visit there will be a separate report. The management team were very positive about this and told the inspector that they would welcome the advice and support. Timescale for action 31/01/07 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Whitegates DS0000021287.V302397.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection East Sussex Area Office Ivy House 3 Ivy Terrace Eastbourne East Sussex BN21 4QT 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 Whitegates DS0000021287.V302397.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. 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. 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