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Inspection on 11/08/08 for Wilton House Nursing And Residential Home

Also see our care home review for Wilton House Nursing And Residential Home for more information

This inspection was carried out on 11th August 2008.

CSCI found this care home to be providing an Adequate service.

The inspector found there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

What the care home does well

The activities co-ordinator for Wilton House was on annual leave so the home was receiving some support from the activities co-ordinator from the sister home next door. Both the activity coordinators have enrolled with the National Association for Providers of Activities for Older people, which will improve the resources available for them to improve the experiences for the people living in the home. We saw that some staff provide good levels of care and interact well with the residents. Some of the care plans we saw contain detailed information on the action required by staff to meet residents` needs.

What has improved since the last inspection?

The Statement of Purpose has been updated and gives information on the service that is offered at Wilton House. This means that people considering using the service now receive up to date and relevant information to enable them to make a choice on using the service. Staff have received training in protecting people from abuse to ensure they are clear how to respond to an allegation being made to them or they observe. Liquid soap dispensers have been purchased and are now in place. This helps to prevent the spread of infection and is good practice.

What the care home could do better:

To ensure that resident are protected all the employment checks required for staff working with vulnerable people need to be in place before they start work. Staff need further training to ensure they respect the privacy and dignity of residents and use safe moving and handling procedures to protect people from harm. Risk assessments identified at the inspection must be written to protect and safeguard the residents` health and well-being. Measures must also be put in place to minimise the risks that have been identified. So that residents receive the care they require all care plans need to be detailed as to the action required by staff to meet peoples identified needs. Discussions need to take place with the chef to ensure that the meals are prepared and served to meet each resident`s needs. The unpleasant odour that we detected in the small lounge should be addressed to provide a dignified and more pleasant atmosphere for the residents.

CARE HOMES FOR OLDER PEOPLE Wilton House Nursing And Residential Home 73-77 London Road Shenley Hertfordshire WD7 9BW Lead Inspector Mrs Alison Butler Unannounced Inspection 11th August 2008 09:00 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 Wilton House Nursing And Residential Home DS0000019620.V370003.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. Wilton House Nursing And Residential Home DS0000019620.V370003.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Wilton House Nursing And Residential Home Address 73-77 London Road Shenley Hertfordshire WD7 9BW 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) 01923 858272 01923 856760 Wilton House Limited Linda Fuller Care Home 51 Category(ies) of Dementia - over 65 years of age (51), Old age, registration, with number not falling within any other category (51), of places Physical disability over 65 years of age (31) Wilton House Nursing And Residential Home DS0000019620.V370003.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. 4. 5. The home may accommodate up to 25 older people who require personal care. The home may accommodate 25 people with physical disabilities who require personal care. The home may accommodate up to 26 older people who require general nursing care or who are elderly mentally infirm and require nursing care. The home may accommodate up to 25 older people with dementia who require personal care. The home must ensure a minimum of 5 suitably qualified and experienced staff work at night within the home. 16th October 2007 Date of last inspection Brief Description of the Service: Wilton House Nursing & Residential Home opened on 3 June 1987. The home is currently registered to admit 51 older people who are physically frail and may have dementia. The home may now accommodate twenty-six older service users for nursing care within the overall capacity of the home. Wilton House is a purpose built home in a village location. Resident accommodation is single rooms with en-suite facilities. Assisted bathing and toilet facilities are provided. The village shops and pubs are a short distance from the home. Extensive car parking is provided to the rear of the building for visitors. The home is on a sloping site. There is pedestrian access from the main road or residents/visitors can enter the home from the rear car park via the lower ground floor taking the lift to the ground floor. Although there are extensive grounds at the back of the building there is only a very small garden accessible to service users. The Statement of Purpose, Service User Guide and previous CSCI inspection reports are available from the mangers office at Wilton House. A copy of the Service Users Guide will be provided to prospective service users by the home. CSCI inspection reports are also available on the CSCI web site. Up to date information regarding the fees is available from the manager. Extra is payable for toiletries, hairdressing, chiropody and newspapers. Wilton House Nursing And Residential Home DS0000019620.V370003.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 1 Star. This means the people who use this service experience adequate quality outcomes. We (The Commission for Social Care Inspection) carried out this key unannounced inspection between 09:00 and 15:45 and it took two inspectors just under 7 hours to complete. We looked at relevant documentation regarding residents and staff, observed the interaction between staff and residents; we spoke to people who live in Wilton House and the staff that work there. Our records show that we sent out an Annual Quality Assurance Assessment (AQAA) form and this was returned as requested. This is a self-assessment document that looks at outcomes for service users. It also provides us with some numerical information. There are some outstanding requirements from the last inspection and these will be followed up to ensure compliance and further requirements have been made as a result of this visit. We have been informed that the registered manager has now left the service following the inspection. What the service does well: The activities co-ordinator for Wilton House was on annual leave so the home was receiving some support from the activities co-ordinator from the sister home next door. Both the activity coordinators have enrolled with the National Association for Providers of Activities for Older people, which will improve the resources available for them to improve the experiences for the people living in the home. We saw that some staff provide good levels of care and interact well with the residents. Some of the care plans we saw contain detailed information on the action required by staff to meet residents’ needs. Wilton House Nursing And Residential Home DS0000019620.V370003.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. Wilton House Nursing And Residential Home DS0000019620.V370003.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 Wilton House Nursing And Residential Home DS0000019620.V370003.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): 1&3 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. People who use the service are able to make an informed choice with the information provided in the Service User Guide and Statement of Purpose. EVIDENCE: The Statement of Purpose has been updated and sets out all the homes aims and objectives. A pre-admission assessment is in place although this is to be improved to include information on accessing other assessments such as occupational therapy, physiotherapy, dietician, as appropriate, to ensure residents needs are met fully prior to admission. We found that not all sections of the assessment had been completed on records we looked at. Staff need to ensure that all sections have been completed to provide full and detailed information of residents’ needs. Wilton House Nursing And Residential Home DS0000019620.V370003.R01.S.doc Version 5.2 Page 9 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 adequate. This judgement has been made using available evidence including a visit to this service. People who use the service have their needs set out within the care plans, but the records maintained do not always show that any identified needs have been met, which makes evaluation of the care provided difficult. People can be confident that there are safe systems in place to ensure they receive the medicines they are prescribed. EVIDENCE: The AQAA states that care plans are clearly written and reflect the person’s needs. We looked at four care plans. Whilst they contained information on the care needs these were not all detailed enough to provide staff with how they need to meet the specific needs. For example, we saw ‘assistance with personal care’ written in some plans. Additional information on what people are able to do for themselves and then the information on what assistance is required from staff to meet the identified need would be more beneficial. This would provide a consistent approach and promote peoples independence. Wilton House Nursing And Residential Home DS0000019620.V370003.R01.S.doc Version 5.2 Page 10 We saw that although risks had been identified the measures were not always in place to minimise and address the risks to the individual. We found that the file for one person with a diagnosis of epilepsy, had no information recorded on their risk assessment as to how this health need is managed, or how often they are checked by staff, especially at night. We saw that Waterlow charts are used (these are a recognised tool for identifying any pressure care required). However, where people have been identified as being of high risk we saw that there were no plans are in place to address this. Some residents who may be at risk from choking need to have risk assessments put in place. And these should include details of how the risk can be minimised. A letter of concern has been sent to the provider following this inspection, giving them two weeks to tell us how this area will be addressed. Appropriate policies and procedures are in place for managing medication. The administration of medication was observed at lunchtime. Medication was seen to be appropriately given and no errors were noted. The system we observed helps ensure people are kept safe. Whilst some staff were seen to treat people with dignity and respect it was noted that on arrival, one person was using the toilet in their room but the door had been left open, this was immediately addressed by the care worker. We also saw another person who had been assisted out of bed and had been left in the chair without any clothing on their bottom half and no covering had been made available to them to protect their dignity. This again was immediately addressed when we brought it to the attention of the staff. Staff were seen to be moving and handling residents in a way that could cause the residents injury and is no longer deemed as good practice. For example using underarm lifts could cause the person being assisted pain in the shoulder. Further training must be carried out to address this. The staff stated that some of the wheelchairs are to be replaced or repaired, as some had only one or no footplates. Others needed to be serviced and checks carried out on their wheels for the safety and wellbeing of the residents. Wilton House Nursing And Residential Home DS0000019620.V370003.R01.S.doc Version 5.2 Page 11 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 adequate. This judgement has been made using available evidence including a visit to this service. People can expect to be offered a variety of activities to meet their needs and expectations. People using the service cannot be assured that mealtimes will be a pleasurable experience that meets their needs or expectations. EVIDENCE: The activities co-ordinator for the home was on annual leave and the residents in Wilton House were being provided with some support from the activities coordinator from the sister home next door. We saw that when the activities coordinator entered the lounge the residents appeared very pleased to see them. They began to have a conversation about how things had gone over the weekend and if they had watched any of the Olympics. The previous week some of the residents had had their nails manicured and painted and they were very happy to talk about how they enjoyed this and how they still looked good. As identified in previous inspection reports, our observation in the lounges showed that residents were still being left for short periods of time and when Wilton House Nursing And Residential Home DS0000019620.V370003.R01.S.doc Version 5.2 Page 12 staff entered there was little interaction with the residents unless a task had to be completed. Cold drinks were available in the lounges although we did not see these offered to residents during the inspection. However, due to the residents’ frailty many would be unable to help themselves to drinks. Lunchtime was observed, the meal being served on the day was lamb casserole, green beans, swede and mashed potato. The meal for those having soft diets was served as a liquid and had no substance to it, except for the mashed potato. Staff were observed to be helping residents appropriately in the dining room and a small amount of chitchat was heard with some staff and residents. Some residents were being supported to eat their meals in their rooms. These were taken in on trays with the food covered appropriately. The empty plate was then returned to the dining room and desert served. One care worker (who was identified as an agency worker) returned a resident’s tray to the dining room, very little had been eaten and the food supplement drink (Build Up) had not been taken. They were just about to empty the meal into the bin when we mentioned to the deputy manager that somebody had not eaten much of their meal. The deputy manager then asked the care worker whose tray it was and she stated that they would not drink the build up drink, as they did not require the spout that had been placed on the cup. She asked the care worker to return to the resident to try to encourage them to drink the build up as they had eaten very little lunch and staff needed to ensure that they ate and drank appropriately. Wilton House Nursing And Residential Home DS0000019620.V370003.R01.S.doc Version 5.2 Page 13 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 adequate. This judgement has been made using available evidence including a visit to this service. People who use the service can be confident that there is a complaints procedure is in place to enable their views to be expressed. People can not be confident that the recruitment procedure is robust to protect residents from the employment of people who may not be suitable to work with vulnerable people. EVIDENCE: The home have received a complaint from a family and this resulted in a safeguarding meeting held under the Local Authority joint agency safeguarding procedures. No conclusions have yet been reached and a follow up meeting is to be held. The staff we spoke to were clear about the procedure to follow, if an allegation of abuse was made known to them and training has been taking place. Not all the relevant information was available for newly recruited staff. We have sent a serious concerns letter to the provider giving them a two-week timescale to tell us how this is to be put right. Further information is included in the staffing section of this report. Wilton House Nursing And Residential Home DS0000019620.V370003.R01.S.doc Version 5.2 Page 14 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 adequate. This judgement has been made using available evidence including a visit to this service. People who use the service live in a reasonably decorated home that meets their needs. However, one area of the home had an unpleasant odour, which does not preserve the dignity of the people living in the home. EVIDENCE: It was positive to note that on arrival the bin area in the car park was clean and tidy and the new routine that was introduced following our last inspection, appears to be working to ensure that the area remains clean and tidy. This has been a reoccurring issue in previous inspection reports. We conducted a tour of the home and on the whole it was reasonably clean and decorated, although an unpleasant odour was detected in one of the small lounges. This was discussed at the feedback session and we were assured that this would be looked into. It was suggested that new flooring maybe the best way forward to provide a fresh and pleasant environment for the residents. Wilton House Nursing And Residential Home DS0000019620.V370003.R01.S.doc Version 5.2 Page 15 We saw that liquid soap dispensers, to reduce the risk of infection spreading by promoting good hand hygiene are now available in the required areas. The specialist chairs for some of the residents were looking tired and the fabric was torn. At the feedback session the director informed us that these were to be replaced. Wilton House Nursing And Residential Home DS0000019620.V370003.R01.S.doc Version 5.2 Page 16 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 adequate. This judgement has been made using available evidence including a visit to this service. People can not be confident that the staff recruitment procedures are robust to ensure that people who are not suitable to work with vulnerable people are not employed. EVIDENCE: Staff training is recorded and each person has a training file where certificates are held. A training company is used to provide the staff with training. The AQAA states that ‘the home has robust vetting system for employees and they can only start work after successful CRB checks and 2 recommendations’. Again it was disappointing that the files did not contain all the required information to ensure that the appropriate checks had been completed prior to the person starting work within the home. Of the three staff files examined, two did not contain information that a criminal records bureau (CRB) check had been carried out and one did not contain a reference from their previous care home. Where they receive information from abroad this had just been typed and not signed by the author or checked for authenticity. To ensure residents are protected as far as is reasonable practicable, this must be addressed. A letter of concern has been sent to the service for them to inform us of the action they have taken. Wilton House Nursing And Residential Home DS0000019620.V370003.R01.S.doc Version 5.2 Page 17 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 adequate. This judgement has been made using available evidence including a visit to this service. People who use the service can not be confident that the records held in the home ensure that the home is run to ensure their safety or that it is run in their best interests, which may leave people at risk. EVIDENCE: It was positive to find that computer access is available in the office on the lower ground floor, and staff are able to access this on request. This should assist staff in being provided with up to date information from professional agencies. The AQAA states that they have a good quality assurance system in place and they receive positive feedback from service users and relatives. The director Wilton House Nursing And Residential Home DS0000019620.V370003.R01.S.doc Version 5.2 Page 18 has spent a large amount of time at the home supporting the manager and staff in looking at care plans and recording systems. Following the receipt of a letter from a family who had been unhappy about the care of their relative, we became aware that a number of incidents had occurred at the home that the manager had failed to notify us under the Care Home Regulations. This had been addressed at the initial safeguarding meeting held under the Local Authority joint agency procedures. To ensure that we are notified of incidents in the future the Director has put a new process in place. The risk assessments we saw lacked detailed information about the measures that need to be in place to reduce the identified risk. For example the risk assessments and care plans for people identified as being at high risk of developing pressures sores should include details of the action required by staff and the equipment that needs to be put in place to prevent future problems. Wilton House Nursing And Residential Home DS0000019620.V370003.R01.S.doc Version 5.2 Page 19 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 x 3 x x x HEALTH AND PERSONAL CARE Standard No Score 7 2 8 2 9 3 10 2 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 2 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 2 3 x x x x x x 2 STAFFING Standard No Score 27 3 28 2 29 2 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 x 2 x 3 x x 2 Wilton House Nursing And Residential Home DS0000019620.V370003.R01.S.doc Version 5.2 Page 20 Are there any outstanding requirements from the last inspection? Yes 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 OP7 OP8 OP10 Regulation 12 (4) (a) Requirement Timescale for action 30/09/08 2. OP8 OP28 OP38 OP8 OP38 13 (5) Residents must have their dignity and respect promoted and protected at all times e.g. doors must be closed when providing personal care to individual people. This requirement has been repeated to allow further training to be carried out. The timescale has been extended to allow for training to be carried out for all staff. Staff must receive adequate and 30/09/08 appropriate moving and handling training to protect the residents from injury and be moved safely Risk assessments must be meaningful and include the measures to demonstrate how the risk is to be minimised. These should also address any identified health needs if required. A letter of serious concern was sent to the home giving a two-week timescale to provide a response and an action plan of how this is to be addressed. DS0000019620.V370003.R01.S.doc 3 13 (4) 28/08/08 Wilton House Nursing And Residential Home Version 5.2 Page 21 4 OP15 16 (2)(i) 5 OP18 OP29 17 (1)(a) & 19 schedule 2 The meals served to residents 31/08/08 must be in a suitable and an appealing form to meet any identified needs. e.g. a soft diet does not necessarily mean liquid. Staff records must contain all the 28/08/08 relevant information as required in the Care Home Regulations to ensure residents are protected at all times. A letter of serious concern was sent to the home giving a two-week timescale to provide a response and an action plan of how this is to be addressed. RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 2. 3 Refer to Standard OP2 OP7 OP7 Good Practice Recommendations To ensure that full assessment of need is made possible all sections of the assessment should be completed prior to the resident’s admission. Progress notes pertaining to the care given should be more explanatory and provide better details for reliable evaluation of the care plan. To provide residents with a consistent approach and promote their independence, any details of what they are able to do for themselves and what support they need for staff should be included in the care plans. The specialist chairs that are looking tired and worn should be replaced to provide a more comfortable and pleasant atmosphere. 4 OP19 Wilton House Nursing And Residential Home DS0000019620.V370003.R01.S.doc Version 5.2 Page 22 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 Wilton House Nursing And Residential Home DS0000019620.V370003.R01.S.doc Version 5.2 Page 23 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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