Inspection on 05/12/06 for Woodbank

This inspection was carried out on 5th December 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is (sorry - unknown). The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Woodbank 09/01/06

Woodbank 15/09/05

Woodbank 25/02/05

Woodbank 28/06/04

Similar services:

The Shelley

Springfield House

Sutton Lodge Nursing Home

St Helier`s Residential Hotel

St Joseph`s

Ridgemount

Wingham Court

Old Hastings House

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

CARE HOMES FOR OLDER PEOPLE Woodbank Woodbank Hollybank Road Woking Surrey GU22 0JP Lead Inspector Mavis Clahar Key Unannounced Inspection 5th October 2006 09:10 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 Woodbank DS0000013836.V322436.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. Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Woodbank Address Woodbank Hollybank Road Woking Surrey GU22 0JP 01483 773684 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) home.fxg@mha.org.uk Methodist Homes for the Aged Mrs Melanie Roesch Care Home 40 Category(ies) of Old age, not falling within any other category registration, with number (40) of places Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. Bedroom 13 (Double) to be used for married couple only. Date of last inspection 9th January 2006 Brief Description of the Service: Woodbank is managed by the Methodist Homes for the Aged and is one of a number of homes administered by the organisation. Woodbank is a large detached property in a quiet residential area of Woking, close to local facilities. The home offers accommodation on two floors, the upper floor is accessible via the stairs and a lift. There are 38 single bedrooms and one double bedroom. Residents have access to a small kitchen on the first floor. The main kitchen and dining room are on the ground floor. There is some staff accommodation, which is situated on the first floor. Visitors’ parking is available at the front of the house and on the road. There is a mature, well-kept garden, which is accessible to wheelchair users. Fees are in the range of £459 to £527 per week. Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced visit, which forms part of the homes first key inspection to be undertaken by the Commission for Social Care Inspection, was undertaken by Mrs Mavis Clahar on the 5th December 2006 and lasted for six hours and twenty minutes; commencing at 09:10 hours and concluding at 15:30 hours. The first part of the visit was spent observing the medication being administered, followed by updating the manager about the improvements and changes to the inspection processes under inspecting for better lives. This was followed by discussions around training needs of the care workers and how these needs were being identified and met, and employment of new care staff were discussed. A review of service users’ files and care workers records was undertaken and all found to be in good order. The inspector was invited to attend the residents ’meeting planned for 11:30am after the manager discretely sought the consent of the residents. The second part of the inspection was spent visiting and discussing with service users and observing lunchtime activities. Service users were enthusiastic about their home and the service they receive. Service users spoken to said they enjoyed their lunch, which was prepared freshly in the home’s kitchen. Time was spent observing the presentation of the meal, care workers and service users interactions and to obtain feedback on the meal, its suitability, taste, texture and amount. The inspector observed that portions were varied to suit the appetite of the service users and that they all ate their meal in a very social gathering, all sitting at tables which were laid for four, with a small vase of flowers and condiments. Service users commented positively on their meal, and the food served at the home in general. It was noted on arrival at the home that a number of service users were in the process of going out to attend their various activities for the day. CSCI has received a number of completed questionnaires from relatives and they all commented on the high standard of care their relatives receive and the friendliness and approachability of the staff. A tour of the home was undertaken and it was observed that service users bedrooms were kept in very good condition, both decorative and clean and tidy. The bedrooms are attractively presented. Generally, the home presents as clean and tidy. No requirement or recommendations for good practice was made on this visit. The inspector would like to thank all the service users, care staff who made the visit so productive and pleasant on the day. Thanks also to all the relatives who took time to complete the Commission for Social Care Inspection (CSCI) questionnaire; your views on the home are highly valued. Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 6 What the service does well: What has improved since the last inspection? The home continues to be proactive in meeting the training needs of the care workers in order that seamless care can be offered to the service users. Two members of staff are sent on the falls’ prevention course. They have also started a new communication system along side the service users care plans, which gives at a glance access to work completed for the service user. Service users are involved in the running of the home through regular meetings, which are documented and are available for inspection. Food suppliers have been changed in line with the homes’ new catering manual. The home has received a gift of a new hospital type bed; they have purchased new standing hoist, two new parker baths, and a new wheelchair toilet. New carpets have been laid in the communal areas and the outside of the building has been re-decorated. Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 7 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. Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 8 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 Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 9 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): 36 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Good information was obtained from prospective service users prior to them being admitted to the home. This allowed for carers and service users to make informed decision regarding the planning and delivery of care. Standard 6 does not apply to this home. EVIDENCE: The home has an admission policy, which includes discharge policy and selfmedication policy. Three service users were cased tracked and all had assessments and care plans in place. The home does not cater for intermediate care. The home has a policy and procedure on admission and discharge of service users. Within the admission policy all service users must have an assessment Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 10 prior to being admitted into the home. The manager or deputy who are both trained in the principles of assessment of service users’ needs based on what the care the home says it will provide carries out assessments. Review of a random sample of service users files plus review of the last service users’ admission files demonstrated that pre admission assessments are being carried out. Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 11 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 excellent. This judgement has been made using available evidence including a visit to this service. The home has a good and clear care plan in place for service users, which also includes appropriate risks assessments. This forms the basis for care based on the agreed care needs of the service users and demonstrated that health and personal care needs were met. Care staff receives training to meet the assessed care needs of the service users ensuring that competent staff supports service users and their health and care needs are met. The home’s medication policy on receiving, storing and administering and return of medication was in place and being adhered to thereby ensuring the safety and protection of the service users. Care workers were observed treating service users with respect and to maintain their dignity and privacy when delivering personal care. Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 12 EVIDENCE: The randomly selected care plans were clear and easy to read, identifying potential and actual risks to service users. The daily work sheet along with discussion with service users demonstrated that service users care needs are fully met. No service user at the time of inspection was responsible for their medication, but the manager was knowledgeable about what to do should this situation arise. Good clear records are kept of medication receipts, storage, administration and returns There were no visitors to the home to speak with the inspector, but relatives response to the CSCI pre inspection questionnaires were very positive. One relative wrote, “Woodbank is a very caring home full of love and empathy and hope. I am glad that my mother has been a part of this home for the last six years”. Service users spoken to, rated the personal care they receive at the home as very good. Most of them said they were contented, they had enough to eat and can do as they like. One service user said, “I came in six weeks ago to have a rest as suggested by my family; I found the care and attention superb and I have decided to make this my home. My family are quite surprised, as I did not want ever to be in a home; but I do not feel this is a home, more like a hotel. I really like it here everyone is so friendly”. Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 13 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. Service users lifestyles matched their needs and preferences and where possible they are able to maintain contact with family, friends and the local community. Service users are able to make choices in accordance with their abilities and were provided with a balanced diet in pleasant surroundings and in an unhurried way. EVIDENCE: The home employs an activities co-ordinator who works four days per week. On the other days activities are covered by staff and volunteers based on the planned activities the co-ordinator has provided. One care worker is a budding musician and on Sundays he will play and one of our service users is a soprano and they perform for all the other residents and staff. On Tuesdays one resident co-ordinates a classical musical group and all service users participates. There are also one and one sessions with service users. The coWoodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 14 ordinator has completed a survey to find out the likes and dislikes of service users or any thing they had wished they had completed in their lives that they have not yet done and where possible arrangements are made to facilitate this wish. This is in line with Methodist Homes Association (MHA) “SEIZE THE DAY”. The current assignment the home is working on is to get a resident’s wish of going up in a helicopter to fruition. The inspector was invited to attend the pre-arranged residents meeting by the homes’ manager after discreetly asking permission from the residents. The contents of the agenda and the level of discussions that took place within the group reassured the inspector that the service users are involved in the running of the home. Some of the topics covered were the Christmas Fair, Staff training to meet the residents assessed needs, Menus, Christmas and New Year plans, Fire procedures, Art competition (the Methodist homes are holding a competition of service users’ art work to use the winner as the homes’ official Christmas card for 2007.) The residents discussed the magical storey teller arranged for the 18/12/06, and they said they were all excited about the fort coming Christmas shopping trip, whilst others said they were really looking forward to seeing the lights at night in Guildford Discussion with service user resulted in them saying they are “OK” at the home and that they like being here. Service users’ bedrooms are furnished with furniture and soft furnishings from their home. They say these items help them to feel more settled and comfortable. Care notes revealed assessment from which a care plan was drawn. Daily notes indicating care given as per care plans and signed by the care workers. In discussion with service users, it was mentioned that they are free to go out as they wish so long as they use the signing in and out board so that in case of an emergency the staff would know who was in the home. Care workers supported this information and the inspector observed the board, which is situated at the entrance lobby of the home. On first entering the home, the inspector observed a number of service users dressed and waiting for their transport to go out on their various activities. All service users are registered with a General Practitioner (GP). Further health care provision is obtained from the District nurse, Community Psychiatric Nurse, Occupational Therapist Dentist Audiologists Physiotherapist and Chiropodist as requested by the GP. Records of visits are kept and are available for inspection. The inspector observed that service users were dressed appropriately. In discussion with the service users the inspector complemented them on how well groomed they all were. Catering facilities are managed and carried out by the home’s chef, who had a good knowledge of the dietary needs of the service users. On the day of the visit there were two main menus with various alternatives for service users who had made their choices. The inspector did not sample the meals, but the Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 15 service users all said the food is good, the texture just right and the amount was what they ordered. The inspector observed that the food was presented in an attractive way to stimulate service users’ appetite Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 16 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 good. This judgement has been made using available evidence including a visit to this service. The home has a satisfactory complaints policy and procedure and training in place that evidenced that service users and relatives concerns are listened to and acted upon. Robust Safeguarding adults’ policies are in place to protect the service users from abuse. EVIDENCE: The home has a complaints procedure and policy, which is fully adhered to. The care workers said they are aware of the homes’ policy and procedure on Safeguarding Adults and felt secure in the knowledge that if they had to use the whistle blowing procedure the manager and the senior management of the company would support them. A random sample of care workers training record demonstrated that care workers are being trained to undertake the duties of meeting the service users assessed needs, thereby protecting them from abuse. CSCI received a number of completed questionnaires complimenting the staff on the care their relatives are receiving. The home keeps a compliment file, which contains a number of compliments from grateful relatives of service users. Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 17 Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 18 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has a well-maintained environment, which provides aids and equipment to meet the care needs of the service users. It is a very pleasant, safe place to live with a good standard of hygiene evident. EVIDENCE: Tour of the home was conducted and some toilets were found not to have wash hand basins installed. In discussion with the manager the inspector was told service users would return to their bedrooms to wash their hands. In discussion with service users who uses these toilets they said it was not a problem as they are able to wash their hands in their bedrooms. CSCI have not received any notification of spread of infection from the home. The manager stated that Methodist Homes Association have their own Health and Safety officer who visits on a regular basis and the home can contact her Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 19 for advice at any time. Records of the visits were presented for review. It was noted that there is a visitors notice board which contains information such as the last CSCI inspection report, the homes statement of purpose, service users’ activities for the week, “candle blowing and cake days” for the week (service users’ birthdays), and situated on the table directly below the notice board is the homes’ complaints policy and procedures with copies available to take away. Various quiet areas are situated around the home with a designated library area, which the local mobile library keeps up to date on a monthly visit. The garden to the rear of the property has safety rails fitted and potted garden in boxes are situated on rails to enable service users to maintain their own garden box. There is also raised garden for service users. Wheelchair service users also have good access to the gardens by use of sloping ramps. The home has a 52 of staff having acquired L2 NVQ and above. Random review of care workers files indicated they have had training in infection control. Wastes are handled satisfactory. Observations of care workers’ interaction with service users were good, gentle, firm but not intrusive. Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 20 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. Skilled staff provide care and support to service users in sufficient numbers to meet service users needs. Care workers are trained and competent to do their jobs. The service recruitment policy is adequate and generally meets the regulations and national minimum standards. EVIDENCE: The staff rota demonstrated the number and grade of staff on duty to provide care and attention to service users for any twenty-four period was adequate to meet the assessed care needs of the service users. The home has a programme of planned training in place and all members of staff have an individual training record. Over 50 of care workers have attained the L2 NVQ with more staff yet to complete their course. Staff are encouraged and enabled to undertake developmental training as well as the mandatory training. . All newly appointed staff undertakes an induction programme. The home ensures that staff undertakes the mandatory training with yearly updates as necessary to maintain their competency to fulfil their Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 21 duties. This was evidenced through discussion with the manager and care workers It was noted that staff turn over at the home is relatively low. All staff are Criminal Records Bureau (CRB) and Protection of Vulnerable Adults (POVA) checked prior to commencing employment, and they are in receipt of terms and conditions of employment as evidenced in their randomly selected files. The manager informed the inspector that supervision record were up to date and this was verified during random sampling of care workers files. The manager had shown the inspector her planned programme of improvements and supervision of staff was high on her agenda. It was evidenced from notified incidents sent to CSCI that a number of service users suffered falls, which were suitably managed. The manager stated as a result of the service users becoming older and will become more susceptible to falls she has arranged for two members of staff to undertake the “falls prevention” course, who will then be able to share their knowledge with the other care workers. Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 22 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 excellent. This judgement has been made using available evidence including a visit to this service. The manager has the experience to run the home and works to continuously improve services and provide an increased quality of life for the service users. There is a strong ethos of being transparent and open in all areas of running the home and the views of service users and their relatives are actively sought. Service users financial interests are safeguarded and the health, safety and welfare of service users and staff are protected and promoted by the homes’ policies and procedures. EVIDENCE: Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 23 The manager has demonstrated that she has kept herself updated on issues relating to care of the service users and staff in her charge. She has attained the Registered Managers Award and also the National Vocational Qualification Level 4 in care. In discussion with the manager it was evident she was knowledgeable about the care needs of the service users and the training needs of the care workers to meet these identified needs. There are clear lines of accountability within the home, each member of staff spoken to on the day of inspection aware of their role and responsibilities. There is strong evidence that the ethos of the home is open and transparent with the views of both staff and service users listened to, and valued. The home surveys service users, their relatives and other people involved in the running of the home bi annually to obtain feedback on the care the home provides. Service users meetings are held monthly and the minutes are available for review, the inspector was invited to attend the residents meeting which was happening on the day of the inspection. The home does not become involved with service users finance except for small amount of spending money for which individual records are kept. Review of documented records demonstrated that health and safety checks are routinely carried out at the home. All equipment examined on the day was properly maintained. Records indicated that fire drills, fire alarm, water temperature fridge and freezer recordings were regularly checked. Random sample of care workers’ training files demonstrated that up to date and relevant training were carried out by care workers to protect service users’ health, welfare and safety. In discussion with care workers they discussed their understanding and implementation of appropriate procedures to safeguard service users. Further more they spoke about their understanding of promoting safe working practices based on their health and safety training. Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 24 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X X HEALTH AND PERSONAL CARE Standard No Score 7 4 8 4 9 4 10 4 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 4 14 4 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 4 17 X 18 4 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 X 4 X 4 X X 4 Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 25 Are there any outstanding requirements from the last inspection? NO STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Surrey Area Office The Wharf Abbey Mill Business Park Eashing Surrey GU7 2QN 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 Woodbank DS0000013836.V322436.R01.S.doc Version 5.2 Page 27 - 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. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!