Inspection on 03/10/07 for Willow Court

This inspection was carried out on 3rd October 2007.

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

Willow Court 10/07/06

Willow Court 28/11/05

Similar services:

St Vincents

The Cotswold Home

Newbeech House

Winton House

Rush Court

Hillyfield Rest Home

The Maypole Nursing Centre

The Briars

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

CARE HOMES FOR OLDER PEOPLE Willow Court Willow Court Charlton Road Andover Hampshire SP10 3JY Lead Inspector Tracey Horne Key Unannounced Inspection 3rd October 2007 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 Willow Court DS0000063341.V347344.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. Willow Court DS0000063341.V347344.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Willow Court Address Willow Court Charlton Road Andover Hampshire SP10 3JY 01264 325620 01264 326623 mary.critcher@hants.gov.uk 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) Hampshire County Council Mrs Mary Critcher Care Home 66 Category(ies) of Dementia - over 65 years of age (66), Old age, registration, with number not falling within any other category (66) of places Willow Court DS0000063341.V347344.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. A maximum of 3 service users under the age of 65 years may be accommodated at any one time. 10th July 2006 Date of last inspection Brief Description of the Service: Willow Court is a purpose built residential home offering support and nursing care for up to 66 persons in the categories OP (old age not falling in any other category) and DE(E) (dementia over 65 years of age). All residents are accommodated in single rooms equipped with en-suite facilities on two floors in six separate living units with their own lounge, kitchen and dining facilities. The home, which was first registered in June 2005, is under the management of Hampshire County Council who are responsible for a number of similar homes throughout Hampshire. Sited adjacent to Andover War Memorial Hospital the home is on a main bus route within five minutes of Andover town centre and community facilities. The weekly fees for care in the home are based on Hampshire Social Services rate of £446.00. Willow Court DS0000063341.V347344.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The purpose of the inspection was to assess how well the home is doing in meeting the key National Minimum Standards (NMS) and Regulations. The findings of this report are based on several different sources of evidence. These included an unannounced visit to the home, which was carried out on the 3rd October 2007 between 09.30 and 14.30, during which the inspector, Mrs Tracey Horne had the opportunity to speak with residents and staff, view records and procedures and talk to the registered manager Mrs Critcher. Observations were made regarding the interaction between residents and staff and the care provided. The people living in the home prefer to be referred to as residents, therefore the rest of this report will reflect this. Mrs Critcher returned the Annual Quality Assurance Assessment (AQAA) prior to this visit and the Commission for Social Care Inspection (CSCI) sent surveys to residents, relatives and staff. The findings of the surveys are included in this report. All regulatory activity since the last inspection was reviewed and taken into account including notifications sent to the CSCI. What the service does well: Residents said they liked living at the home and it has a relaxed atmosphere. The home is good at assessing if it can meet the needs of residents before they come to the home. Residents said that the activities provided by the home meet their needs. Staff said that they were supported and encouraged to obtain qualifications. One resident said they feel safe and comfortable at the home and their opinions are sought. Residents and staff said they have a good rapport with Mrs Critcher and she runs the home in their best interests. Willow Court DS0000063341.V347344.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? 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. Willow Court DS0000063341.V347344.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 Willow Court DS0000063341.V347344.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): 3 & 6. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents and their relatives have the information needed to choose the home that will meet their needs and have their needs assessed prior to receiving residential or respite care. EVIDENCE: Mrs Critcher completed the AQAA which states all new residents are referred and assessed by a Care Manager whether funded or self funding (subject to a six week trial period). Mrs Critcher receives a copy of the pre-admission assessment. All new residents have a care management assessment, a contract of residence, a Residents Information Pack, including information on complaining about the service and facilities available. All new residents have a designated key worker who develops their care plan in consultation with the resident. Willow Court DS0000063341.V347344.R01.S.doc Version 5.2 Page 9 Feedback from residents and relatives stated that they had received information from the home, which enabled them to decide that they wanted to visit the home to view the facilities and environment. One relative stated in their ‘have your say about CSCI survey: ‘I usually receive information about the home which enables decision making’. Three most recent pre admission assessment records were seen which had been signed by the resident, their relatives and Mrs Critcher and were dated. Mrs Critcher had visited the prospective resident to complete the home’s pre admission assessment before a place was offered at the home and said this usually occurs in the residents home or whilst they are in hospital and may coinside with a care manager assessment. This was to ensure the home could meet their individual needs before the placement being offered. The resident’s family were involved and provided further information. The pre admission assessments included a moving and handling assessment, medical history, allergies, history and risk of falls, equipment needed, personal care needs, personal preferences, medication and any anxieties etc. Mrs Critcher said the home provides single accommodation, for two people to receive respite care for a short period of time before they return to their home, or they are admitted into a permanent room if the resident wants to and is assessed as needing residential care. Willow Court DS0000063341.V347344.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): 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. Residents receive health and personal care based on their individual needs and are treated with dignity and respect whilst their privacy is maintained. EVIDENCE: Mrs Critcher completed the AQAA which states care planning includes end of life planning and all relevant risk assessments. The home liaise with all relevant agencies involved in a residents care. Staff are required to undertake a core training programme and are additionally trained in specific areas of need. All relevant staff receive specific training in the storage, administration, recording and disposal of medications. Residents may undertake self medication where appropriate and they wish to do so, following a suitable risk assessment. Willow Court DS0000063341.V347344.R01.S.doc Version 5.2 Page 11 One ‘Have your say about’ CSCI relative survey stated: ‘The home always meets the needs of their relative and always give support as agreed/expected.’ A few relatives stated they were concerned at the time it sometimes takes for staff to answer the call bells. During the inspection we tested the response time to the call bell, staff were not aware this was going to happen and responded promptly. Five Care plans seen had been reviewed regularly and included the resident’s signature to show they had been consulted in the process and contained the information gathered during the pre admission assessment. Records showed residents had accessed a chiropodist and their Doctor. The medication procedure was observed and medication was stored securely in the home- this included controlled medication. It was well organised into individual sections for residents. Two staff confirmed that only trained nurses administer medication. The inspector observed that staff were attentive, caring, respectful and they have a good understanding of each resident’s individual’s needs. Throughout the visit, staff were seen to knock on doors and wait before entering rooms and they spoke to residents in their preferred manner, as stated in their care plans, and were friendly but respectful. Staff said they are aware of the importance of dignity and respect, one staff stated, ‘I treat people as I wish to be treated’. Staff induction records showed that privacy and dignity and the provision of personal care are covered during the induction process, and the response from residents indicated that the carers treat them with dignity and respect and that they are trustworthy. Willow Court DS0000063341.V347344.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): 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 are able to exercise control over their lives, participate in social activities, receive visits from friends and relatives as they wish and enjoy a choice of meals served in a relaxed atmosphere. EVIDENCE: Mrs Critcher completed the AQAA which states the home provide programmes of activities, internal and externaly which are advertised on the residents notice boards. The home has further developed its network in the community and have a number of organisations which support them such as, Age Concern provide support with music entertainment, Neighbourcare identify befrienders for residents with no family. Two residents are empowered to support the bingo sessions, they organise these, identify the prizes to be purchased and help to motivate the other residents to joining in (not only bingo but other activities as well). Willow Court DS0000063341.V347344.R01.S.doc Version 5.2 Page 13 A number of volunteers enable residents to benefit from activities such as pottery, painting and many other crafts/activities. Visitors are encouraged and residents are supported when they choose not to meet visitors. Mrs Critcher said that one carer has additional responsibilities as the home’s activities coordinator to arrange various activities, during the inspection residents were chatting with staff (there was a carer in each of the communal areas with residents). All residents stated the activities matched their needs, and that staff respected their wishes to spend time on their own if they wanted to. Mrs Critcher said that the home meet individual’s cultural or religious interests every effort is made to accommodate these preferences. The home has an open visiting policy, this was evidenced by records of visitors to the home and confirmed by residents and relatives who stated they visit the home at different times of the day on a regular basis and are always welcomed. The home provide three full and three snack meals per day, with seasonal menu planning and rotation, developed within the guidelines of the Caroline Walker Trust, under professional guidance. All meals provide a choice, with provision for specific dietary needs. Nutritional assessments are made as appropriate. Fluids of choice are available on demand and residents may keep drinks and snacks in their rooms if they wish to do so. (Small refrigerators, provided by residents can be accomodated in most rooms.) Whilst meals may be taken in individual rooms, residents are encouraged to socialize at meal times and friendship groups are actively promoted. One care manager stated in their CSCI have your say about’ survey that the food often arrives cold and could appear more appetising.’ Residents said that most of the time food is good, but presentation is not always, as meals dry out.’ Mrs Critcher explained that food is prepared at the hospital next door and is transferred to the home in heated trolley. Mrs Critcher is aware of the concerns surrounding food and has been pro active at working with the hospital to resolve the issues. The chef has been invited to attend the next residents meeting to discuss further. Willow Court DS0000063341.V347344.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): 16 & 18. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents and staff are confident that their complaints will be listened to, taken seriously and acted upon. Staff have a good understanding of Adult Protection issues to fully protect residents from potential abuse. EVIDENCE: Mrs Critcher completed the AQAA which states all residents, relatives and visitors have access to the complaints procedure. Residents and relatives confirmed that were aware of this and were confident the home would take any concerns seriously. Residents confirmed that the staff are very good and listen to them. Staff stated in their CSCI surveys that they were aware of the home’s complaint procedure which includes the address for the Commission and that all complaints would be dealt with appropriately. The complaint log was available which included sufficient detail to monitor complaints successfully. Willow Court DS0000063341.V347344.R01.S.doc Version 5.2 Page 15 All staff who responded to the CSCI survey stated that they were aware of the correct procedures to follow if a disclosure of abuse was reported to them, and they had received formal training in abuse awareness, certificates confirmed this. The home has procedures for staff to follow should abuse be suspected, including Hampshire County Council’s Protection of Vulnerable Adults and Whistle Blowing. All of the staff records seen showed that the appropriate level of Criminal Record Bureau (CRB) had been completed prior to the carer commencing their role. Mrs Critcher confirmed that policies and procedures are reviewed and available for staff to access regarding complaints and protection, staff confirmed this. Willow Court DS0000063341.V347344.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): 19 & 26. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The environment continues to be improved to provide residents with a warm and comfortable home. There are good infection control procedures at the home to safeguard the welfare of residents EVIDENCE: Mrs Critcher completed the AQAA which states individual accomodation is provided for all residents. A maintenance contract is held for both internal and external areas. A fire manual is kept and continually updated, with specific information on the occupation of each room, to facilitate evacuation should this be required. Biannually a full evacuation exercise is undertaken. Which may be on paper where a physical evacuation practice is impractical. Willow Court DS0000063341.V347344.R01.S.doc Version 5.2 Page 17 All visitors and staff are required to sign the fire register on entry and when leaving the building. The home has a dedicated room in which residents may smoke. Staff and visitors are not permitted to smoke on the premises. All facilites within and around the home are accessible to all residents. The home has dedicated domestic and laundry facilities with trained staffing. Control Of Substances Hazerdous to Health (COSHH) assessments are in place and appropriate staff have received trained. The home appeared warm and comfortable, residents confirmed this is always the case. A maintenance record shows dates when faults were notified and when they were actioned and by whom. One member of staff stated in their survey that were concerned at the time it took for one job to be fixed. Records showed that it was actioned at the earliest opportunity. Residents said they are able to bring their own furniture for their rooms, this was seen when visiting bedrooms. The home is cleaned seven days a week. Residents said that it is always clean and smells nice. The home has an internal laundry that is well equipped Infection control procedures were in place. Staff were observed to follow this guidance, equipment such as gloves and aprons were available and the home have a contract with a clinical waste company to ensure bins are emptied regularly. Willow Court DS0000063341.V347344.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): 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. Staff in the home are trained, skilled and in sufficient numbers to fullfill the aims of the home and meet the changing needs of residents. Recruitment practices ensure resident’s safety EVIDENCE: Mrs Critcher completed the AQAA which states the planning of the staffing rota is compiled with a combination of Bartel scores and Residential Forum hours. Experienced staff are on duty in sufficient numbers at all times. The home currently exceed the minimum of 50 NVQ2 trained staff in the home. The home’s recruitment and training programmes are handled centrally. The manager ensures that all staff access the required training, with personal and professional development incorporated in individual performance planning and annual performance development reviews. All staff have individual performance plans and personal development reviews. Residents were generally satisfied with the care and support provided. Comments received included: ‘staff are very helpful.’ ‘ Very pleased with the care I am generally satisfied.’ Willow Court DS0000063341.V347344.R01.S.doc Version 5.2 Page 19 Six staff responded to the CSCI surveys and were generally happy with everything, comments made about training and support received was good. Staff stated the need for additional staff and Mrs Critcher explained the home are undergoing a recruitment process. It was evident from practices and interactions observed that staff had developed a good relationship between themselves and residents. Comments from residents included that staff were very kind and always helpful and that they were a “good team”. One resident praised the domestic staff for their hard work in keeping their bedrooms clean and tidy. The staff stated in their CSCI surveys that the recruitment process within the home is thorough. Staff files seen included pre employment checks needed to ensure the persons identification. Criminal Record Bureau (CRB) records showed that the checks had been completed before the person had been confirmed in post. The staff wrote in their CSCI surveys that they feel the induction programme run by the home was useful and detailed. The files seen held records of the individual staff induction training covering the key areas which meets the recently amended Skill For Care standards for induction standards in line with good practice. The AQAA states over 50 of staff have NVQ level 2 or above. The staff confirmed in their surveys to the CSCI that they undertake training regularly in the necessary health and safety subjects such as fire safety, first aid, moving and handling, health and safety, fire training, infection control, food hygiene and certificates confirmed this. Other training courses attended by staff include nutrition, dementia, safe handling of medication and abuse training. Willow Court DS0000063341.V347344.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): 31, 33, 35 & 38. Quality in this outcome area is Good. This judgement has been made using available evidence including a visit to this service. The manager is experienced and competent to run the home. Management and administration of the home is based on openness and respect. An effective quality assurance system is in place. Resident’s finances are safeguarded by the home if residents prefer. Residents’ health, safety and welfare are promoted and protected within the home. EVIDENCE: Mrs Critcher completed the AQAA which states she is registered with the CSCI and has relevant qualifications to manage the home, meets with her peers and service managers on a monthly basis for service updates, peer group support and specific training. Willow Court DS0000063341.V347344.R01.S.doc Version 5.2 Page 21 Mrs Critcher said that unannounced visit by the service manager [Regulation 26 visits] occur on a regular basis, records of these visits were available. Resident surveys are conducted and feed back given to the residents. A secure cabinet (safe) is provided for all monies held on behalf of the service users, with keys held by the manager and duty manager only. Records are maintained by the unit administrative staff and regularly audited by the unit manager and corporate auditors. Residents are encouraged to maintain financial independence wherever possible. Records of storage of valuable items are kept in the residents personal files. Records seen were found to be correct. Mrs Critcher said she is committed to quality assurance and the continuing development of the service. Staff stated in their surveys, and observations showed there are clear lines of accountability within the home. Also the management approach of the home creates an open, positive and inclusive atmosphere. The staff felt they were included in the day-to-day decision making within the home, stating that changes and or issues are discussed and actions agreed at regular staff meetings that are minuted. There is an ongoing system in place that ensures that all appliances are serviced, records and certificates seen indicated that the systems such as the electrics and specialist equipment including hoists receive regular servicing and maintenance. The employer’s insurance liability certificate was displayed and current. Risk assessments where necessary have been completed. The fire drill records showed that all staff had attended two fire drills in the last year as well as fire training every six months. Visual checks of all fire safety equipment has been recorded and undertaken at appropriate intervals and weekly fire alarm tests are carried out to ensure the safety of the residents. Willow Court DS0000063341.V347344.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 X 3 X X 3 HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 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 X 3 X 3 X X 3 Willow Court DS0000063341.V347344.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. Refer to Standard Good Practice Recommendations Willow Court DS0000063341.V347344.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Willow Court DS0000063341.V347344.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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