Inspection on 27/02/07 for Winchley Home

This inspection was carried out on 27th February 2007.

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

Winchley Home 10/12/05

Winchley Home 28/07/05

Winchley Home 21/12/04

Winchley Home 26/07/04

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

CARE HOMES FOR OLDER PEOPLE Winchley Home Rectory Lane West Winch Kings Lynn Norfolk PE33 0NR Lead Inspector Mrs Geraldine Allen Key Unannounced 27th February 2007 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 Winchley Home DS0000027342.V331828.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. Winchley Home DS0000027342.V331828.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Winchley Home Address Rectory Lane West Winch Kings Lynn Norfolk PE33 0NR 01553 841582 01553 842270 gemini@winchley.wanadoo.co.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) Gemini Care Limited Mrs Gina Reeve Care Home 41 Category(ies) of Dementia - over 65 years of age (16), Old age, registration, with number not falling within any other category (25) of places Winchley Home DS0000027342.V331828.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The Home is registered to accommodate forty-one (41) Service Users in total of whom sixteen (16) may be Older People with Dementia. The remaining Service Users can be Older People not falling into any other category. 10th December 2005 Date of last inspection Brief Description of the Service: Winchley Home is a care home providing personal care and accommodation for 41 people, 16 of whom have dementia. The home is owned by Gemini Care Limited. The home is located in the village of Winchley situated on the A10, four miles from Kings Lynn, where all amenities can be found. The home consists of 31 single rooms and 5 double rooms. There is a shaft lift on one side of the building and a stair climber on the other side to aid access to the first floor accommodation. The home is maintained to a high standard both internally and externally. The home has pleasant views over the front garden. There is good access to the home, which has a large car park at the front of the home. The gardens are a feature of this home The current fee range for the home is £325:00 - £450:00. There are additional charges for items such as hairdressing, newspapers, private chiropody, personal telephone and personal toiletries. Potential residents or their representatives are advised of the fee payable before the resident moves into the home. Fees payable are contained in the Terms and Conditions of Residence. Winchley Home DS0000027342.V331828.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection was unannounced and took place during the day of 27th February 2007. Information was obtained from various sources. Before the day of inspection, the home completed and returned a pre-inspection questionnaire, containing information about the day-to-day running. Three questionnaires were returned to the Commission from 3 relatives, 7 residents, 2 GP’s, 2 District Nurses and 2 other professional visitors. On the day of inspection, 5 residents were spoken to in detail and many others were spoken to briefly. Four care staff were spoken to and other staff on duty were seen and spoken to briefly. Records were looked at and practice was observed discreetly. Lunch was eaten with residents in one of the dining rooms and a tour of the premises was undertaken with Mrs Reeve. There were many examples of good practice. Some copies of recent letters of thanks were provided. These included comments such as: “I felt content to leave my Nan in your more than capable hands”, “You retained her dignity, kept her comfortable and tended to her every need”, “Throughout, she was extremely well looked after”. Unfortunately, some significant records had recently been destroyed following a flood in the manager’s office. As a result, it was not possible to fully assess the quality of these records and the outcome has been made based upon described practice and limited re-constructed records. Once the affected records have been fully re-constructed, it will be possible for a more accurate assessment to be made. Overall, the quality rating for this home is good, with some areas being excellent. What the service does well: Residents benefit from the very good relations that exist between the home and visiting healthcare professionals. Staff at the home have achieved a very good reputation with the healthcare professionals because of the standard of the care they provide and the appropriateness of their referrals for advice. Those residents spoken to said they felt they were able to follow the lifestyle they prefer and that staff supported them to do so. Residents gave many examples of how they feel in control of their own lives and decision-making. Winchley Home DS0000027342.V331828.R01.S.doc Version 5.2 Page 6 The manager, Mrs Reeve, is well qualified and competent. She is aware of the need for continuous learning and is keen to enhance her knowledge of the conditions that affect the residents in the home. Residents live in a home that is well maintained. Sufficient staff are available to ensure support and assistance can be given when the residents need it. 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. Winchley Home DS0000027342.V331828.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 Winchley Home DS0000027342.V331828.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, 2, 3, 4 & 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 representatives receive sufficient information to help them make a positive decision to move into the home. All residents have their needs assessed prior to admission to ensure the home can meet their needs. This home does not provide intermediate care. EVIDENCE: Copies of the Statement of Purpose, Service user guide and terms and conditions of residence were provided. Residents gave anecdotal evidence that the home works in accordance with each of these statements. The terms & conditions of residence are provided to all residents and the document covers all relevant matters. The care off three residents was looked at in detail. There was evidence that all residents have an assessment of their needs completed prior to admission. The assessments form the basis for the plans of care. Returned questionnaires Winchley Home DS0000027342.V331828.R01.S.doc Version 5.2 Page 9 referred to residents being given sufficient information about the home to enable them to make an informed decision to move in. Some residents also referred to spending a day at the home to see if they would be happy there and to give them an opportunity to meet other residents and staff. This home does not provide intermediate care. Winchley Home DS0000027342.V331828.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. The home has plans of care in place that are based on full needs assessments. The plans would benefit from more information about social activity and also the development of a life history and record of important dates and anniversaries for each resident. Residents receive good access to healthcare professionals as needed. The home operates good practice in respect of the control and administration of medicines. Good practice ensures that resident’s privacy and dignity are protected. EVIDENCE: The home is currently changing the way it records the plan of care for each resident. Some elements are useful, but it was felt that other important parts are missing. Mrs reeve explained what she and the staff would like to do to improve the care planning and this will be implemented as soon as possible. The current care planning format is made up of a full needs assessment that is reviewed 2 monthly. All entries within the care plan were well written and Winchley Home DS0000027342.V331828.R01.S.doc Version 5.2 Page 11 legible. The care plan would benefit from more information about social activity and a more thorough life history. There was evidence that residents are involved in their care plan reviews and sign to show their agreement with the plan. In addition to the information included within the care plans, residents confirmed that they had access to all healthcare professionals as necessary. One resident contacts the GP surgery for himself and arranges his own appointments. The opportunity was taken to speak with visiting healthcare professionals. A District nurse was very complimentary about the home, saying the staff are very good and referred residents appropriately She said she was confident that all residents receive the best of care. Another visiting healthcare professional was also seen and said staff are always keen to implement all advice given and feels the care provided is very good. None of the visiting healthcare professionals had any concerns about the home or the care provided to residents. Arrangements for the storage and administration of medicines were looked at. All medicines are stored in a locked room. The room was very well organised and minimal amounts of stock were stored to ensure that there was not excessive waste. Medication administration was observed discreetly and good practice was seen. All records were in good order, up to date and legible. The interaction between residents and staff was observed throughout the day and was seen to be respectful and appropriate. One resident said she enjoyed the time spent talking with staff, particularly she liked hearing about what staff got up to when they were not at work. Personal care was being provided behind closed doors and privacy locks were fitted and being used on bathrooms and communal toilets. Residents aid that staff seldom kept them waiting for assistance but always told them if there was going to be any delay. Winchley Home DS0000027342.V331828.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 excellent. This judgement has been made using available evidence including a visit to this service. Residents are able to take part in activities in and outside of the home if they wish. Visitors to the home are made welcome at any time. Residents are able to make choices around daily living and are confident staff will respect their choices. Residents have meals that are varied and nutritious and reflect their personal preferences. EVIDENCE: Those residents spoken to said they were able to take part in activities within the home as they wished. One resident described how he has become a very active member of the home and enjoys spending time on his laptop and surfing the internet via his Broadband connection. He puts together a lot of photographs and summaries of social events at the home. These have been put into an album that was seen later in the day. The album included pictures, diaries and “reports” about events in the home. This was well presented and reflected the range of activity and socialising events held inside and out of the home. Residents said they felt they could spend their day as they wished and staff respected this. They described the choices they make around daily living and how these choices reflected their preferences. One member of staff spoke Winchley Home DS0000027342.V331828.R01.S.doc Version 5.2 Page 13 about activities in the home. She said she & colleagues arrange special events such as valentines day celebrations, plus day-to-day activity. On the afternoon of inspection, staff were leading gentle exercises in one of the lounges and residents were seen arriving to take part from various parts of the home. The activity was well attended. The member of staff said she is planning activity based on daily living such as cooking in the resident’s kitchenette. The member of staff said she has completed reminiscence training. Residents said their visitors were always made welcome and offered refreshment or made themselves a drink in the kitchenette. One visitor said he always felt welcome and could visit whenever it was convenient for him. He was very satisfied with the care his friend receives and happy his friend now lived at the home. Residents described going out with family or on outings from the home. Residents said they had brought many of their own possessions into the home. Evidence was obtained during the inspection that residents are as much in control of their own lives as possible. For example, 1 resident makes his own GP appointments. Evidence was also seen that residents were involved in their own care planning. A meal was eaten with 5 residents in one of the dining rooms. A variety of meals were provided and were delivered ready plated and covered. Residents said the food was good and there was plenty of choice. Little waste was seen. The dining room was calm and the meal was unhurried, with plenty of opportunity for socialising. Winchley Home DS0000027342.V331828.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. The home has a complaints procedure in place that is well known to residents, relatives and visitors to the home. Residents are protected from abuse by good recruitment practices and relevant staff training. EVIDENCE: Residents knew about the complaints procedure and said if they had any concerns they would speak with Mrs reeve or a member of staff. They said that they would be listened to and any concerns would be taken seriously and acted on. No complaints have been received by the Commission or at the home during the last 12 months. The home has relevant documentation available to keep a good record of any complaints and how they were dealt with. All staff have completed adult abuse awareness training as part of their NVQ and dementia training. Further training was scheduled to take place at the end of March 2007. Recruitment practices include obtaining 2 written references and a disclosure from the Criminal Records Bureau and Protection of Vulnerable Adults register. Staff spoken to demonstrated a good understanding of adult abuse issues. Winchley Home DS0000027342.V331828.R01.S.doc Version 5.2 Page 15 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, 20, 21, 24 & 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is well maintained and in a good state of decoration. The eradication of odours in 2 bedrooms was discussed. Residents have access to a good range of communal accommodation that offers choice. Bathrooms and communal toilets are assisted and all have privacy locks fitted. Resident’s bedrooms are personalised. The home is clean and hygienic. EVIDENCE: A tour of the premises was undertaken with Mrs reeve. All areas of the home were clean and tidy. The home was in a good state of decoration and the maintenance worker was seen dealing with repairs and maintenance throughout the day. Two bedrooms in the dementia wing were malodorous and these problems and the steps being taken by the home to eradicate the problem were discussed. Winchley Home DS0000027342.V331828.R01.S.doc Version 5.2 Page 16 The home provides ample assisted baths and communal toilets in addition to those facilities that are en-suite. Many original features still exist in the older part of the home and the development of the small dining room in this area into a reminiscence/period room was discussed. The wooden floors laid throughout the dementia unit are noisy and appear wet where lights are reflecting off them, representing a small risk to resident’s independent mobility. These will be replaced gradually. The need for signage to aid independence and orientation in the dementia unit was discussed. Mrs Reeve said the signs were ready to be fixed to doors once the new fire resistant doors were fitted shortly. The lounges were domestic in appearance and contained various seating and other items. Many of the bedrooms seen were highly personalised and reflected the personality of the resident and their interests. The development of a sensory garden in the enclosed garden was discussed. Mrs Reeve said staff were keen to put this together so that there will be a pleasant and interesting garden available to residents. The garden will be easily accessible to residents in the dementia wing. Another garden that is accessible from the residential side of the home was attractive and offered plenty of shade for sitting out in warmer weather. Consideration is being given to fencing this garden off from the car park so that it is secured at the front and enhances resident’s privacy. The laundry contains industrial washers and dryers that ensure that soiled laundry can be disinfected effectively. Winchley Home DS0000027342.V331828.R01.S.doc Version 5.2 Page 17 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. The home employs staff in sufficient numbers to ensure that resident’s needs can be effectively met. Residents are protected by staff who are well trained. The home operates robust recruitment practice. EVIDENCE: The rota for the week of inspection was provided and showed that, in addition to the manager, on the day of inspection there were 6 care staff on duty between 07:30 & 17:30, 5 care staff between 17:15 & 22:00 and either 4 waking night staff between 21:50 & 07:50. There were also 3 housekeeping staff on duty, catering staff and a maintenance worker. Four staff were spoken to in private. They described their roles within the home and said they felt well supported. The staff described some of the training they have done and feel it is relevant to their roles. The home demonstrates a commitment to ensuring staff are suitably qualified. 50 of staff have attained NVQ at levels 2 or 3, with 4 further staff working towards the qualification. Winchley Home DS0000027342.V331828.R01.S.doc Version 5.2 Page 18 Two staff files were looked at. Unfortunately, the files were incomplete due to extensive water damage following a recent flood in the manager’s office. The staff files were stored close to the floor and most of the documentation was irretrievable. Mrs Reeve was working to re-establish staff files in line with Regulations and staff were bringing in copies of birth certificates, passports and other documents to prove their identity. All information about training attended has also been lost. To resolve this, all staff are re-doing induction and foundation training to establish a knowledge and competence baseline. Staff are also providing information about the training they have completed. This process will take a while to complete but a good start has been made. In addition to the above information, application forms, written references and all interview records have been lost. Mrs Reeve described the home’s recruitment process and blank documentation was seen, suggesting a robust process. Good practice was described. Staff described some of the training they have completed. This was varied and relevant to the needs of the residents. Winchley Home DS0000027342.V331828.R01.S.doc Version 5.2 Page 19 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): 21, 33, 35, 36 & 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 well qualified, experienced and competent. The home operates a quality assurance monitoring system that seeks the views of residents, visitors and others to ensure the home offers a quality service. The home looks after resident’s personal allowances and has good records in place. These however can be improved by ensuring 2 signatures are obtained for all transactions. Staff receive formal supervision every 8 weeks. Resident’s staff and visitors to the home are protected by good health & safety practices. EVIDENCE: Mrs Reeve is an experienced and well qualified manager. She has completed relevant qualifications and her competence has been confirmed by visiting healthcare professionals, residents, staff and visitors. There was some Winchley Home DS0000027342.V331828.R01.S.doc Version 5.2 Page 20 discussion with Mrs Reeve about her plans for continuous learning that would increase her knowledge and understanding of the needs of all the residents living at the home. The service provider, Mr Abbas, showed the progress made on the home’s quality assurance monitoring. The process has recently been implemented and provides a very thorough audit of all functions at the home. Monthly evaluations are divided into 4 categories; environment, staffing, care and management. Each category is reviewed 3 times per year. Mr Abbas undertakes the monitoring each month and the process is unannounced. Each element is scored and aids the identification of areas for improvement. The improvement plan was seen, with completion dates shown. An annual improvement plan and summary needs to be made available to all residents, visitors and the Commission. The arrangements in place for looking after resident’s personal allowances and valuables were looked at. The personal allowances are recorded in a bound book and all entries were legible. There was enough information to identify how the person’s allowances were disposed of. The register needs to include 2 signatures for all transactions. The supervision records had been destroyed along with staff files so compliance with regulation could not be assessed. Mrs Reeve provided copies of the formats used for formal supervision and appraisal. She said these take place regularly, with staff receiving supervision every 8 weeks and appraisal every 3 months. This will be reassessed at the next inspection. Various records relating to health & safety were looked at during the inspection. The home’s risk assessments were looked at for falls, control of substances hazardous to health, internal hazards, housekeeping, kitchen and stairs. These were in good order and up to date. Accident records were up to date and legible. Mrs Reeve described the consultations taking place currently with the fire safety officer and environmental health around refurbishment work at the home. She had also been in consultation regarding the replacement of existing doors in the older part of the building to improve fire safety. The last fire training event was dated October 2006. Winchley Home DS0000027342.V331828.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 3 3 X 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 4 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 4 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 3 3 X X 3 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 4 X 3 X 3 3 X 3 Winchley Home DS0000027342.V331828.R01.S.doc Version 5.2 Page 22 No 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. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 2 3 Refer to Standard OP7 OP26 OP35 Good Practice Recommendations It is recommended that care plans include full life histories and details of significant dates and anniversaries. It is recommended that further investigation takes place to eradicate the unpleasant odours in 2 bedrooms to ensure the rooms remain as fresh as possible. It is recommended that 2 signatures are obtained for all transactions in respect of residents personal allowances. Winchley Home DS0000027342.V331828.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection Norfolk Area Office 3rd Floor Cavell House St. Crispins Road Norwich NR3 1YF 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 Winchley Home DS0000027342.V331828.R01.S.doc Version 5.2 Page 24 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. 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