Inspection on 30/05/07 for Windsor Residential Care Home

This inspection was carried out on 30th May 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 found no outstanding requirements from the previous inspection report, but made 7 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Windsor Residential Care Home 23/05/08

Windsor Residential Care Home 05/09/06

Windsor Residential Care Home 23/12/05

Windsor Residential Care Home 06/05/05

Windsor Residential Care Home 16/08/04

Windsor Residential Care Home 16/04/04

Similar services:

Thorndene

Insight - Eastchurch

Southfields

Magenta

Seabourne House

33 St John`s Church Road

Dovedale Court

Lyncol House

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

CARE HOME ADULTS 18-65 Windsor Residential Care Home 18-20 St Mildreds Road Westgate-on-sea Kent CT8 8RE Lead Inspector Christine Lawrence Unannounced Inspection 30 May 2007 09:50 Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 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 Windsor Residential Care Home DS0000023628.V339314.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 Adults 18-65. 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. Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Windsor Residential Care Home Address 18-20 St Mildreds Road Westgate-on-sea Kent CT8 8RE 01843 836055 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) info@craegmoor.co.uk Parkcare Homes Limited Carole Saunders Care Home 17 Category(ies) of Learning disability (17) registration, with number of places Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 5 September 2006 Brief Description of the Service: Windsor Residential Care Home provides residential care and support for 17 adults with learning disabilities and other associated needs. Windsor is within walking distance of local amenities, including the seafront and local shops. It is not far from Margate. The train station and bus links are very close. The home also has its own transport. Information about the home, including reports from the Commission for Social Care Inspection (CSCI), will be made available on request. On the day of the inspection we were informed that the current range of fees is £851.90 to £1001.62. Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The inspection visit was unannounced and started at 9.50 and finished at 16.40. I looked at various records in the home and information from the previous inspection was also referred to. I spoke with several of the residents and was invited to see some bedrooms. A tour of the parts of the rest of the building was undertaken. I made observations of staff interacting with and supporting residents. Staff chatted with me, including the housekeeper, and I had discussions with the manager, Carol Saunders and the deputy manager. What the service does well: 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. Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 6 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 7 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 2 and 5 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Prospective residents’ individual aspirations and needs will be assessed. Prospective and current residents will benefit from having clear, updated information agreed regarding the terms and conditions of their residency. EVIDENCE: There has been no new person admitted to the home. One person was readmitted after a stay in hospital and the manager ensured that the home could meet his needs by undertaking an assessment prior to his discharge. This assessment was seen during this inspection. The assessment that would usually be undertaken for a new resident is now in keeping with the new person centred approach being used for care plans (see standard 6). A new format has been designed for residents’ terms and conditions of residence. This has not yet been fully implemented as the fees are currently being reviewed. Carol Saunders, the registered manager, said that when this review was complete (which should be quite soon) the terms and conditions will be given to each person and be ready for prospective residents. I suggested, that the organization ensures that individual terms and conditions of residency as well as general information, in the Statement of Purpose should be in keeping with the commission’s Policy and Guidance: Provision of Fee Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 8 Information by Care Homes (www.csci.org/professional). Carol Saunders said that each person would have their own copy of the terms and conditions of residency and wherever possible they would be helped to understand it. Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 and 9 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Residents will benefit from the completion of the changeover to person centred planning. They will be supported to make decisions and take risks to enable as independent lifestyle as possible. EVIDENCE: A great deal of work has gone into improving the care plans. They are now presented in a person centred format. Four were examined for this inspection. They contain information about a range of individual needs including hearing, nutrition, lifestyle, mobility, eyesight, emotional needs, ‘my body and how it works’, medication (‘how I take my medication’), ‘how I communicate’ (including writing and reading skills). Information is reviewed through an evaluation checklist which is used to review the outcomes for residents. There are still some individuals whose individual records are in the old format. The manager said that they will be completed soon. These person centred formats are quite recent and should be monitored by the manager to ensure that they fully meet residents’ identified health and personal care needs. There is a key Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 10 worker system in place and the manager explained that five of the residents have been involved in compiling their care plans. This was confirmed in conversation with two of the residents. There is a plan in place as part of this new format entitled ‘What I do’ and this includes information about daily routines and preferences as well as a weekly plan. This allows staff to help residents make decisions if they need help. There is also a regular meeting with the key worker which is recorded (‘My Key worker meetings’). The new person centred care plans include assessments of risk which are written from the point of view of the individual. Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16 and 17 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Activities and involvement in the local community, as well as support for personal relationships will be provided for residents. They will benefit from being offered a healthy diet and the creation of a more attractive setting for mealtimes. EVIDENCE: The records seen for this visit, as well as information provided by staff, the manager and some residents, reflect that residents are enabled and encouraged to take part in appropriate activities both within and outside the home. This includes formal activities/education outside the home and home based activities including physical exercise class, games, visiting entertainers etc. There is a computer in one of the lounges which is for residents’ use. The handyman was seen preparing a small vegetable garden which some residents are going to be involved in. Residents also have support for improving their own practical life skills such as making a drink, cooking and doing laundry. Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 12 This varies according to residents’ own abilities. There is a kitchen for training purposes and the manager has identified that this needs improving (see standard 24). There are daily and weekly plans for each person, whose care plan has been changed to the person centred format, which contain clear guidance for staff about routines, preferences for personal care and any particular support needs. Spirituality and any particular cultural needs are also noted. Relationships are supported and examples were noted of staff facilitating contact through the use of letters and card writing on behalf of residents, supporting people to use the phone and making residents’ visitors welcome. Contact sheets are used to ensure that any contact on behalf of a resident is noted. Some residents have keys to their doors and others have chosen not to or it has been assessed, as not appropriate at this time. The manager agreed to regularly review this. Some residents were in their rooms, some in one or other of the lounges and others were moving around the building and out into the garden. I observed members of staff talking to and interacting with residents. As noted previously, nutrition is now part of the ongoing assessment and is included in a care plan if there is a particular outcome to be achieved. The cook maintains a record of meals. She has recently completed a course on nutrition through Northern Council for Further Education (NCFE). Residents spoken to said they enjoyed their meals. The manager has identified that the setting for meals needs some improvements and she is currently looking at this in terms of a more attractive appearance of the table settings etc. Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 and 20 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents are protected by the home’s policies and procedures regarding medication and their physical and emotional needs will be responded to. EVIDENCE: As noted previously there is information about residents’ needs and preferences within the individual care plan and assessments. The daily reports, as well as talking to staff and residents, reflect that people get up and go to bed when they wish, although most people have a routine that they like. Residents were individual in their appearance in terms of clothing and hairstyle. Independence is considered important and this was reflected in the care plans and risk assessments seen. Equally, staff are aware of any particular needs to keep people safe. One member of staff stated that it was important to see people as individuals. Health action plans are being used to ensure that individual’s health care needs are clearly identified and responded to. These plans are newly established and as for standard 6 it is advised that the manager monitor their effectiveness in meeting residents’ health care needs. The home is also establishing ‘My Health Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 14 Booklets’ for each person, which will be used if anyone has to be admitted to hospital. The records gave examples of health care professionals being involved such as chiropodist, community nurses, continence nurse advisor, dentist, GPs, outpatient clinics etc. There is a section in the person centred care format entitled ‘emotional needs’. A new storage trolley has been purchased for medication and staff who administer medication have attended a training course at a local college. The medication administration record sheets were appropriately completed. As noted previously there is a section within the care plan indicating how individuals like to take their medication. No one currently self medicates. I was informed that the policies and procedures have been updated. Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Residents are protected from abuse but they would further benefit from a review of staff competency and understanding of different procedures. Residents’ views are listened to and acted on. EVIDENCE: There is a complaints policy and procedures in place. Two residents were clear about whom they should speak to if they had any concerns. The key worker system also helps people to express things that they are fed up with. A member of staff said things were usually sorted out before they could become complaints. Staff have received training regarding safeguarding adults and the organization has a range of relevant policies and procedures. Staff spoken to at the time of this visit were clear about their responsibilities towards the residents and confirmed that they were aware of the procedures for whistle blowing. However, because of an incident there has been an extra training session inhouse about whistle blowing to ensure that all staff fully understand their responsibilities. Some staff have indicated to the commission that they are not confident about whistle blowing. Most staff have received training with regard to managing difficult or challenging behaviour. There are policies and procedures relating to residents’ money and valuables. Members of staff’s knowledge and awareness regarding safeguarding adults, Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 16 needs to be reviewed to ensure staff competency and clarity regarding the different procedures such as whistle blowing, reporting to the registered manager/provider, the complaints procedure and the staff grievance procedure (see standard 36 also). Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24 and 30 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Residents would benefit from improvements to the building, décor and fittings. The home was clean and fresh. EVIDENCE: The manager informed me that she has recently completed a report for the organization identifying a considerable programme of internal building works, redecoration and refurbishment. This would greatly improve how the home can meet certain individuals’ needs. I asked that the commission is kept informed about what work is to go ahead. This would partly have the effect of improving facilities for people who use wheelchairs. Some areas of the building do not allow for comfortable access without striking the doorframe. Some areas of the home need redecorating and refurbishing and this includes the residents’ kitchen and the shower room. There is now a full time maintenance man working at the home. The house is in keeping with the local community and has access to local amenities and transport (train and bus). Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 18 The home was clean and free from any unwanted odours at the time of the inspection. A new pedal operated bin has been purchased for clinical waste. Thirteen members of staff have received infection control training. Policies and procedures were seen relating to the control of infection. The laundry facilities are satisfactory but will need redecorating due to a leak from the shower room above. This is included in Carole Saunders planned programme of work. Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34, 35 and 36 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Residents are protected by the recruitment procedures. Improved training and supervision will have a beneficial impact on residents. EVIDENCE: I observed staff being responsive and interested in residents. It was clear that staff know how to communicate with individuals. There was an example of a resident being comfortable enough to engage in teasing banter with a member of staff. Staff have received training regarding challenging behaviour and equal opportunities awareness. Seven members of staff either have or are working towards national vocational qualifications (level 2 or 3). The manager confirmed that opportunities will be in place for any future staff who do not have this qualification to be employed on the proviso that they gain it. Staff spoken to during this visit said that the person centred planning helps them to focus on the needs of individuals. The rota now has the information required from the previous inspection. The manager does not use a formal tool for measuring dependency as people’s needs do change. The monthly reviews of care plans, the key worker system Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 20 and the input from the organization’s Clinical Governance Support team combine to provide information about appropriate staffing levels. I discussed with Carole Saunders the need to ensure that staffing levels meet the dependency needs of the current residents and the need for this to be regularly reviewed. Two staff records were looked at for this inspection and they showed that the organization’s recruitment procedures include seeking written references, criminal bureau record checks, statements of terms and conditions of employment, application forms to identify past work history and interviews. There is interview guidance and interviews are now recorded as required at the last inspection. Although residents are not actively involved in staff selection Carole Saunders said that prospective staff are always taken round the home and introduced to any residents. I was informed that the organization has a Recruitment Administrator who identifies/monitors any issues with regard to an application. It also manages and clears any necessary paperwork and checks relating to overseas applicants. The home has a programme of training which includes moving and handling, fire safety, health and safety, control of substances hazardous to health (COSHH), basic food hygiene, first aid, adult protection, infection control, equal opportunities, challenging behaviour and induction training. The manager is looking to provide further training and is currently reviewing the requirements of the staff team. She and I discussed the importance of ensuring that information is obtained from the websites of Valuing People, Skills for Care, and the Learning Disability Award Framework, about the training needs of people working with residents who have learning disabilities. We further discussed the importance of monitoring staff competency through supervision. She is aware that she has still not fully established a programme of supervision. Now that a deputy has been appointed she feels that this can be progressed. We discussed that this should be “formal”, consisting of a structured and dedicated time set aside for a member of staff to receive support and supervision from an appropriate senior person who is competent to guide and direct their work and professional development. This could take different forms. For example, individual one to one meetings with staff, group supervision sessions, and perhaps observation of professional practice. Good practice would be that a combination of these methods would be used. Supervision should also include ongoing oversight as well as formal recorded sessions. She agreed to review the programme of supervision to ensure that everyone was appropriately supervised. Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents benefit from a well run home and their health and safety is promoted and protected. EVIDENCE: Carole Saunders is experienced and qualified. She is clear about her responsibilities and has support and supervision from her line manager. She keeps up to date with the mandatory training in the home and is currently improving her knowledge and awareness of person centre planning while changing over all the residents’ care plans. The organization keeps the policies and procedures up to date. There are audits undertaken on various aspects of the home’s operation and there is also an overall audit. These audits are available in the home. Visits to the home under Regulation 26 are undertaken and records are maintained. The home Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 22 has Investors in People assessment. Questionnaires are now being used to seek relatives’ opinions. A check on maintenance and service contracts showed that they were appropriate and up to date. This included fire equipment, gas safety, electrical installation and hoists and the lift. Fire safety checks, including drills are being undertaken. As noted under standard 35 there is a programme of staff training relating to health and safety. Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 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 3 2 3 3 X 4 X 5 2 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 2 ENVIRONMENT Standard No Score 24 2 25 X 26 X 27 X 28 X 29 X 30 2 STAFFING Standard No Score 31 X 32 3 33 3 34 3 35 2 36 2 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 2 3 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 3 X 3 X X 3 X Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 24 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. 1 2 Standard YA5 YA6 Regulation 5 14 and 15 Requirement The updated and revised terms and conditions of residency to be given to each resident. The manager to audit the care provided by monitoring the effectiveness of the new care plan format and reviews of care. The manager to audit/review staff knowledge of safeguarding adults procedures. A summary of the work planned to be sent to the commission. Wheelchair users to have improved access where necessary and possible. Further training needs to be identified and a programme put in place. A programme of appropriate supervisions to be put in place. Timescale for action 31/07/07 30/11/07 YA23 3 4 5 6 7 YA24 YA24 YA35 YA36 13(6) and 21 23(2) 13(4)(a) 18(1)(c) 18(2) 30/11/07 31/07/07 30/05/08 30/11/07 31/07/07 Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 25 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 Windsor Residential Care Home DS0000023628.V339314.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Maidstone Local Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT 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. 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