Inspection on 23/06/08 for Willan House

This inspection was carried out on 23rd June 2008.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is (sorry - unknown). 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

Willan House 21/05/07

Willan House 09/01/07

Willan House 03/10/06

Willan House 18/08/05

Willan House 18/04/05

Willan House 08/11/04

Willan House 23/08/04

Similar services:

Byars Care Home

St Marys Nursing Home

Bramble Lodge

Parkmanor Residential Home

Thornham Grove

Hunter`s Lodge

London Road Neurological and Specialist Care Unit

Carlton Care Home

Extracts from inspection reports are licensed from CQC, this page was updated on 28/09/2008.

CARE HOMES FOR OLDER PEOPLE Willan House Willan House Stainfield Market Rasen Lincolnshire LN8 5JL Lead Inspector Doug Tunmore Unannounced Inspection 23rd June 2008 09:30 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Willan House DS0000059327.V366837.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. Willan House DS0000059327.V366837.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Willan House Address Willan House Stainfield Market Rasen Lincolnshire LN8 5JL 01526 398785 01526 399719 willan.house@btconnect.com 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) Mr John Shiers Mrs Christine Shiers Mr John Shiers Care Home 20 Category(ies) of Dementia - over 65 years of age (10), Old age, registration, with number not falling within any other category (10) of places Willan House DS0000059327.V366837.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. Mr and Mrs Shiers are registered to provide personal care at Willan House for service users of both sexes whose primary needs fall within the following categories:Old age, not falling within any other category (OP) 20 Dementia DE(E) 10 The category DE(E) applies to service users aged 60 years and over The maximum number of service users to be accommodated at Willan House is 20 21st May 2007 2. 3. Date of last inspection Brief Description of the Service: Willan House cares for older people in a non-smoking environment in a detached property situated in the small village of Stainfield. The home is approximately four miles from the small town of Wragby and ten miles from the historic city of Lincoln. The home stands in its own grounds and gardens with car parking facilities to the front. The home has two floors and a stair lift is fitted to both staircases to the bedrooms on the first floor. There are a variety of aids and adaptations around the building allowing service users to move round the home more independently. Sixteen of the bedrooms are single, six of them have en-suite toilet facilities. There are five communal toilets, two communal bathrooms and a disabled shower room. The home has a web site giving detailed information about the services offered. The current weekly fee range is £335.00 - £425.00. Additional costs are made for hairdressing, chiropody and newspapers. These are all private arrangements and costs are met by individual service users. Willan House DS0000059327.V366837.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is one star. This means that people who use this service experience adequate quality outcomes. One inspector undertook this visit to the home. This formed part of an unannounced key inspection. This visit took into account any previous information held by The Commission for Social Care Inspection (commission) including the homes previous inspection reports and the homes Annual Quality Assurance Assessment form, hereafter in this report referred to as AQAA. ‘Have Your Say’ surveys were received by the commission from five residents, five visitors and two carers. The site inspection consisted of case tracking a sample of two residents records and assessing their care. The inspector spoke with two residents and a general conversation was held with some people whilst they were sitting in the lounge and a period of observation was undertaken during that time. The inspector also spent time with a senior carer and a carer. The providers were unavailable during this visit and no visitors were seen. A partial tour of the home and a review of a sample of the records were also included. What the service does well: What has improved since the last inspection? The provider has addressed those requirements and recommendations made at the last inspection. There is a training programme for staff and National Vocational training is undertaken to help ensure that there is a professionally Willan House DS0000059327.V366837.R01.S.doc Version 5.2 Page 6 trained staff group to look after the needs of residents. The provider continues to keep the home well decorated and maintained. What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Willan House DS0000059327.V366837.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 Willan House DS0000059327.V366837.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): Standards 2 & 3 Standard 6 is not applicable Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There was information available to enable residents to make a choice as to whether or not to enter the home. People received an assessment, which resulted in their needs being met. EVIDENCE: The providers AQAA states that; ‘easy to understand information Staff and owners approachable, offer open visits for all enquirers, and trial stays, visits for tea etc. Plan admission so resident able to move in when own property are available. Residents report satisfaction with admission policy and process’. Willan House DS0000059327.V366837.R01.S.doc Version 5.2 Page 9 A survey received from an advocate showed that she received information about the care home to help her advise her friend. All five surveys received showed that prospective residents received information about this home prior to admission enabling them to decide if it was the right place for them. Five surveys from visitors/relatives confirmed that the care home meets the needs of their relative. A review of all information available prior to this inspection including a previous inspection report dated 21/05/07 and evidence seen at this inspection in residents files and care plans showed that the home does not admit residents without a care needs assessment being undertaken. Prospective residents are also written to by the home confirming that they can meet the residents care needs or not. Both residents who were being case tracked were seen and one stated she had been admitted from hospital and that relatives had found this home for her. She commented that the owner came a fetched her from hospital and took her to the home. The second resident stated that she was visited at home and told that she could come and stay when there was a bed. She further commented that she had been very poorly when admitted but is much better now. The home did not provide intermediate care. Willan House DS0000059327.V366837.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): Standards 7, 8, 9 & 10 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. An accurate record is not made of all medication given to people so as to ensure their wellbeing. The care planning systems do not ensure that resident’s privacy and dignity is maintained. EVIDENCE: The providers AQAA shows that; ‘ detailed care planning including preadmission assessment with family involvement. We ensure residents and family satisfaction. Staff-respect the privacy and dignity of residents’. All five residents survey showed that they got the care and support that they needed. Visitor’s surveys also showed that they agreed that the care home meets the needs of their relatives and friends. A specific comment made was, grandma Willan House DS0000059327.V366837.R01.S.doc Version 5.2 Page 11 has been treated with respect and dignity from the moment she arrived at Willian House with every need being met. Residents confirmed that they are supported in bathing by carers and that carers look after us and meet our needs. A carer stated at this visit that she was aware of safeguarding peoples dignity and privacy, whilst undertaking their intimate care needs. Two residents files who were being case tracked were seen. Records did not evidencing that residents had been involved in determining that their individual intimate care needs are being addressed in their care plans for the information of carers. A previous visit undertaken on the 21.05/07 showed that daily records written by staff were clear and records show that people have access to health care professionals. A random visit made on the 11/10/07 also showed that; care plans had been developed to show residents daily routines and included separate risk assessments, which showed how assessed physical risks were being managed together with each resident. Risk assessments were clearly recorded and easy to understand, and there was also some information available to show that residents and their carers had been involved in choosing how they receive support. The provider is advised that all care plans need to incorporate the Mental Capacity Act 2005 in relation to the ability of residents to make judgements about they care they wish to receive. The pharmacist undertook a visit to this home on the 09/04/08 and the report showed that there were no requirements made. Due to this the inspector carried out an inspection of medication sheets. This showed that medication for ointment had not been signed for on three separate occasions. No resident’s self medicates in this home at the present time. One resident commented that the staff are brilliant when you press your buzzer they come very quickly, nothing is to much trouble for them. Willan House DS0000059327.V366837.R01.S.doc Version 5.2 Page 12 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): Standards 12,13, 14 & 15 Quality in this outcome area is Good. This judgement has been made using available evidence including a visit to this service. Residents enjoy a varied and appropriate activity programme, which enables them to maintain an active social life. They are able to choose from a range of foods within a balanced diet. EVIDENCE: The providers AQAA evidences that ‘a range of meaningful activities that meet needs of residents. We provide meals, which are nutritious, well prepared and enjoyed by residents. Join in wider community where possible. Take residents on holiday and appoint advocates as needed’. All five residents surveys indicated that they always likes the meals, one resident commented that she undertakes activities with her favourites being painting and keep fit’. Willan House DS0000059327.V366837.R01.S.doc Version 5.2 Page 13 An advocate for a resident confirmed that ‘they (carers) bend over backwards to see that she is happy encouraging her to join in any activities and taking her out to events’. She also stated that during 2007 she spent eight months in the home when she was very low physically. The staff helped build her up and eventually she returned to her own home as she wished. A previous visited dated 21/05/07 found that some residents were helping to put plants in tubs for the garden, these were brought into the lounge and residents were observed choosing plants and putting them into the pots. At that visit records showed that regular church services are held in the home and residents are able to attend religious meetings of their choice outside of the home. Residents had also confirmed that visitors are always welcomed and one visitor said ‘this is a really homely place’. Another relative praised the care given to her mother by both staff and the providers. A random visit made on the 11/010/07 evidenced that residents felt that the manager and staff team respect their needs and that they were supported to make their own choices about how they spend their time. During the inspection visit residents were observed having breakfast, being supported in their rooms, sitting in the lounge area of the home and getting ready to go out into the community. People seen at this visit commented that, ‘I am allowed to do what I like, I am invited to do different things and sometimes I do exercises but mostly I stay in my room and read or watch television’. This resident also commented that, there is always someone available to come and take me to the dining room for meals and the food is lovely, I have gained two stone since coming here’. A second resident said that I am weighed once a month and have put on give pounds and the food is very good’. The inspector observed residents during lunch and the meal looked wholesome and well presented and the residents seemed to be enjoying their meal. Willan House DS0000059327.V366837.R01.S.doc Version 5.2 Page 14 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): Standards 16 & 18 Quality in this outcome area is Good. This judgement has been made using available evidence including a visit to this service. Policies and procedures for addressing and monitoring complaints and concerns are in place to protect residents who are vulnerable. EVIDENCE: The providers AQAA confirms that ‘ we have a straightforward complaints procedure accessible to all staff, visitors, family members Care pathway for staff to follow relating to safeguarding adults. All five residents surveys confirmed that they know how to make a complaint. A specific comment made by a resident was that she knows who to speak to if she is unhappy, a member of staff. She is also aware of how to make a complaint, however, she stated that there is no need to I enjoy it here. The advocates survey indicated that there is always someone to sort out any problems and help her (friend) for things like her hearing aid, which she has lost, nothing is to much trouble. Willan House DS0000059327.V366837.R01.S.doc Version 5.2 Page 15 A previous visit to the home evidenced that there is a complaints procedure, which tells people how to make a complaint and how it will be handled. This procedure was seen and included a timescale by which people are informed if any action is to be taken. A copy is given to all new residents in the Service User Guide and one was available in the entrance to the home. The providers have downloaded a copy of Lincolnshire County Councils revised safeguarding adults protocol and are amending the home’s procedure to ensure it follows local guidelines. One carer spoken with had a satisfactory knowledge of the types of abuse that could occur and she was unclear of the action to take should she need to report any allegations. Training records given to us showed that this member of staff had undertaken training in safeguarding adults, which she confirmed. However, the complaints/safeguarding file did not include all information about safeguarding past issues. The provider is reminded that all documentation should be retained and be available for inspection. Both residents felt safe in this home with one stating, ‘I wouldn’t want to be anywhere else, it’s a friendly place’. Further comments from a second resident was that the manager comes in a sits and talks to me, asks if I am alright and do I need anything’. Willan House DS0000059327.V366837.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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 19 & 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents live in clean, well-decorated, homely and safe accommodation. EVIDENCE: The providers AQAA states that, ‘rooms are redecorated as they become vacant, corridors redecorated to help residents with dementia. Resident survey says they like their rooms and consider Willan House their home. Residents all encouraged to personalise their rooms. Working Capacity reduced to 18 as rooms designated double used as single. Residents involved in choice of curtains, pictures mirrors etc in central lounges. Willan House DS0000059327.V366837.R01.S.doc Version 5.2 Page 17 The bedrooms of five people were seen as well as two toilets and a bathroom and they were clean with bedrooms furnished with their own personal items. Residents commented in previous visits that their rooms are always kept very clean. Four of the five surveys identified that the home is always fresh and clean and one felt that the home is usually clean and fresh. During this visit the home was clean and tidy and no unpleasant odours were noted. The Environmental Health Officer visited the home in January 07 and has awarded a three star certificate. Two residents seen during this inspection confirmed that they liked their rooms and that the home is always kept clean. One stated that she was moved from a smaller room at her request to a larger room and she is happy with this arrangement. Willan House DS0000059327.V366837.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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 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. Residents are protected by the provider’s recruitment procedures. Residents benefit from a knowledgeable staff team who are well trained. EVIDENCE: The providers AQAA evidenced that , ‘Staff feel supported by management, who are seen as approachable. Staff-support each other, sharing knowledge and encouraging further training etc. We Value staff contributions to the running of the home’. This document also evidences that 25 of staff have undertaken a National Vocational Qualification in caring for the elderly. Staff surveys evidenced that training is provided which is relevant to their role and helps them understand the needs of people living in the home. Resident’s surveys evidenced that they feel that they receive the care and support that they need and that staff listen to them and act on what they say. A specific comment was ‘nothing is ever to much trouble’. Willan House DS0000059327.V366837.R01.S.doc Version 5.2 Page 19 A senior carer said she felt that there are generally enough staff on duty to meet the needs of the residents currently living in the home, they always have time to complete their tasks without rushing and have time to sit and talk to residents. The providers training profile was seen and evidenced that care staff had undertaken, equality and diversity training, infection control, Dementia Care, level 2, dementia awareness, safe handling of medicines, fire evacuation and fire awareness, medicines and the elderly, adult protection and safe moving of adults. . Since the previous visit two new staff members have been employed and their records showed that they had been recruited using robust procedures based on equal opportunities. Satisfactory CRB/Pova (Criminal record Bureau Checks) & (Protection Of Vulnerable Adults) checks had been received prior to their employment and staff have been given copies of the General Social Care Council (GSCC) code of conduct. New staff are provided with an induction book covering areas such as understanding of care principles. The provider is reminded that two references are required in respect of one carer recently employed. The senior carer said this would be addressed. Staff supervision has been undertaken and records showed that the majority of staff now have regular meetings to discuss any care issues, their performance and training needs. Willan House DS0000059327.V366837.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): Standards 31, 32, 33, 35, 37 & 38 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. People’s valuables are not protected due to inadequate procedures. The home is well managed meeting the needs of residents whose health, safety and welfare are protected. EVIDENCE: The Providers AQAA states that ‘we provide a home that residents are happy in. Act on concerns in line with policies. Provide equipment in accordance with resident needs assessment. Willan House DS0000059327.V366837.R01.S.doc Version 5.2 Page 21 The home is run by Mr & Mrs Shiers, who are the registered providers. Mr Shiers is also the registered manager and has completed the Registered Managers award. Staff made positive comments regarding the manager with one stating that; you can see the manager if you had a problem, they always help out if we are really busy’. The senior carer commented that the providers are approachable, if you need time off they accommodate staff, they are very positive in promoting training for all staff. The carer on duty at the time of this visit was unable to fully assist in the inspection process due to her lack of knowledge about the policies procedures and administration. The provider is reminded that the home must be managed at all times by someone who is able to do so. The senior carer join this inspection later in the morning and confirmed that another senior is to be appointed in the near future. The resident’s belongings book was seen and showed that the last entry was 10/12/08. Individual records did not record what valuables residents came into the home with or without. Some had no watches recorded or rings. The homes custom and practice is to record and describe all items and should include those residents who do not have certain valuables. The senior carer on duty confirmed that three residents did not have a list of items or valuables that they brought into the home with them. The providers do not deal with resident’s financial matters, these are looked after by families or representatives. The quality surveys undertaken by the provider were seen which included surveys from visitors and meal-time surveys from people who live in the home. All responses were positive and the provider is reminded that these results should be posted on the notice board for the attention of residents and visitors. The providers AQAA showed that; gas safety inspections have been carried out, electrical wiring checks, fire precautions checks, and portable electrical equipment checks. The manager stated that risk assessments are available relating to the home environment. Staff had been trained in Health & Safety, Fire procedures, etc. Willan House DS0000059327.V366837.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 X 3 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 2 10 2 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 3 3 x x x x x x 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 3 x 3 x 2 3 Willan House DS0000059327.V366837.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP9 Regulation 13 (2) Requirement A system must be establish to ensure that an accurate record is kept of the administration of medicines to residents. This ensures that resident’s health and general welfare is addressed. A system must be established to ensure that individual residents privacy and dignity is recorded and acted upon. A system must be established to ensure that resident’s valuables are recorded accurately during the admission procedures. Timescale for action 25/08/08 2. OP10 12(4) (a) 25/08/08 3. OP37 16(2) (l) 25/08/08 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 Willan House DS0000059327.V366837.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Eastern Region Commission for Social Care Inspection Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE 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 Willan House DS0000059327.V366837.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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