Care Home: 14 Phoenix Road

Similar services:

• Thorndene
• Insight - Eastchurch
• Southfields
• Magenta
• Seabourne House
• 33 St John`s Church Road
• Dovedale Court
• Lyncol House

What the care home does well Care plan and risk assessments are informative and support service users with making informed decisions about their daily lives. People are supported to go on holiday on a regular basis. People benefit from living in a small but comfortable and homely environment. The home recognises individual and diverse needs and supports people accordingly. What has improved since the last inspection? There was one requirement made at the last inspection with regards to Adult Protection training, this has mainly been implemented. The Registered Manager has introduced in-house training that is specific to the service users living in the home; this will also form part of an improved induction process. What the care home could do better: Contracts would benefit from being reviewed to make sure that they safeguard the rights of the people living in the home. Daily records would benefit from being written in a more sensitive manner and also fully evidence outcomes of support with behavioural management. Where service users have any specialist healthcare needs, it would beneficial to incorporate details of all individual needs into the care plans. The monitoring of the amount of medication being delivered into the home needs to be more robust. The service will benefit from the on-going expansion of the induction programme and staff undertaking all appropriate mandatory training. CARE HOME ADULTS 18-65 14 Phoenix Road 14 Phoenix Road Chatham KENT ME5 8RU Lead Inspector Anne Butts Key Unannounced Inspection 21st August 2007 09:30 14 Phoenix Road DS0000028850.V345922.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 14 Phoenix Road DS0000028850.V345922.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. 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service 14 Phoenix Road Address 14 Phoenix Road Chatham KENT ME5 8RU 01634 579505 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) d.averley@btopenworld.com Mrs Della Marie Averley Care Home 3 Category(ies) of Learning disability (3) registration, with number of places 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. Three people with learning disabilities between 18 and 65 years of age. Date of last inspection Brief Description of the Service: 14 Phoenix Road offers accommodation, support and personal care to three adults under the age of sixty-five with a learning disability. The service provided is geared towards domesticity and promoting independence. The service user guide, statement of purpose, and reports from Commission for Social Care inspection are available to service users and kept in the office. Weekly fees vary and are £320 - £507. Charges additional needs of service users are individually assessed. Purchasers of service will be given a full breakdown of the fees charged. the are for the The home is staffed 24 hours. There is a registered manager, two senior support workers, and a team of support staff. The property is a terraced house with accommodation set over 2 floors; there are 3 bedrooms and a bathroom upstairs, the downstairs consists of a staff office/sleep in room, a W.C. and 1 room that combines the kitchen and living space for the Service Users. There are small gardens to the front and rear of the property and there is limited parking on the road at the back of the home. The home is a smoking establishment and is designated non-smoking, although there is smoking in the gardens of the property. Phoenix Road is located in a residential area a few miles outside of Chatham town centre; it is close to local shops and other amenities and is on a bus route. 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was an unannounced key inspection that took place over the course of one day. The visit was carried out by one inspector, who was in the home for approximately six hours. At the time of the visit a senior member of staff was on duty, the owner/registered manager was also available and two service users were present in the home for part or all of the inspection. Time was spent viewing records – including assessments, care plans, medication and staff files, time was also spent talking to the Registered Manager and the member of staff on duty and also brief conversations were held with the two people living in the home who were available on the day of the visit. It is now a legal requirement for services to complete and return an Annual Quality Assurance Assessment (AQAA). This assessment is aimed at looking at how services are performing and achieving outcomes for people. This had been returned prior to the actual visit. Judgements have been made with regards to each outcome area in this report, based on records viewed, observations and verbal responses given by those people who were spoken with. These judgements have been made using the Key Lines of Regulatory Assessment (KLORA), which are guidelines that enable The Commission for Social Care Inspection (CSCI) to be able to make an informed decision about each outcome area. Further information can be found on the CSCI website with regards to the IBL process including information on KLORAs and AQAAs. There are currently three service users living in the home, who all have been resident there for at least twelve years. What the service does well: Care plan and risk assessments are informative and support service users with making informed decisions about their daily lives. People are supported to go on holiday on a regular basis. People benefit from living in a small but comfortable and homely environment. The home recognises individual and diverse needs and supports people accordingly. 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 7 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 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 8 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, 3 and 5. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users benefit from an assessment process that makes sure that individual needs are met Contracts need to be reviewed in order to fully protect service users. EVIDENCE: There have been no new service users into the home for a number of years so it was not possible to fully assess this standard. Records of those people living in the home did show that the home has their own assessment process. This explores different areas of daily living and also contains a life history of individual people. There is an updated policy and procedure in place for a preadmission assessment process for when the home has any vacancies. The home also has ongoing assessments in place and these gather information from a range of sources including care management assessments. There is full and detailed documentation in place to evidence that regular reviews are taking place. 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 9 There are contracts in place for service users and a review of these showed that they did contain details of fees, the type of support offered. There were some details missing from the contract and this was discussed at the time of the visit. The Registered Manager was advised to seek further advice to make sure that the contracts covered all areas and fully protects service users. 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 10 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 good. This judgement has been made using available evidence including a visit to this service. Comprehensive risk assessments and a clear care planning process promotes the rights of service users so they are supported in making informed decisions with regards to their daily living. EVIDENCE: Care plans and assessments were reviewed for the service users living in the home. All those viewed contained in depth detail about individual assessed needs and these were underpinned by guidelines on how staff could support people in meeting their needs. Care plans were reflective of where people could manage their own activities or tasks and all were individualised and took into account diverse needs. It was evident that care plans were written sympathetically and that service users were able to take part in the development of their own plans. 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 11 Risk assessments were in place and these were supportive of allowing people to take responsible risks – they identified vulnerabilities and the ability of individuals to cope with everyday living tasks. Where risks were identified then there were guidelines in place for the amount of support to be provided by staff. There are also behavioural guidelines in place that identify when people may become distressed and triggers that may affect – these are also supported by guidance on how to support individuals with this. Overall care plans and risk assessments encouraged and promoted maintaining individual capabilities with evidence of regular reviews taking place. It was noted that the care plans were reviewed before the annual review of the risk assessments and the home may want to consider reviewing these at the same time (unless otherwise identified) as this may assist to reduce the need to duplicate paperwork. A selection of daily notes was viewed and it was noted that some of the information written down was quite brief and some of the descriptive language used was inappropriate. This was discussed at the time with the Registered Manager, who agreed that there was a need to improve some of the methods of documentation. She advised that she would work with the individual members of staff to address this. Regular meetings are held with service users and observations showed that they are able to participate in the day to day running of the home and participate in the care they receive. 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 12 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): 11, 12, 13, 14, 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. Service users benefit from support and care in their daily living routine that is flexible to suit their needs and preferences. They can be confident that they are offered guidance with their choices. EVIDENCE: There are three service users living in the home with varying levels of independency. Care plans and risk assessments supported individuals with their different level of need, therefore promoting individual preferences and also safeguarding them in their daily living activities. For example, one service user needs more support in the community and needs escorting to Day Centres and appointments whilst another service user is able to access community resources independently. Their care plans reflected the individual need and the amount of support required with accompanying risk assessments which were tailored to the individual. 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 13 None of the service users currently undertake any employment or further education, although the Registered Manager stated that they were looking into a suitable educational course for one of the service users. The care plans and risk assessments support individuals in encouraging and maintaining their level of independence, discussions were held at the time of the visit around the possibility of the home considering discussing with service users any goals or aspirations that they may have (if any) and supporting them in achieving these, if service users wished. All service users access day services and records showed that individual social needs are taken into account and that people are supported in undertaking different activities. Brief conversations were held with two of the service users living in the home and both stated that they were happy and confirmed that they were able to make decisions about their daily lives. They felt well supported by staff and observations showed that the member of staff on duty and the Registered Manager interacted well and positively supported people with their choices. All service users had been on holiday with two service users being escorted to Spain and another going on an ‘adventure’ holiday. Two of the service users had two holidays and the Registered Manager was currently looking at organising another holiday for the third service user, so that all service users benefited from two holidays. Records demonstrated and staff and service users confirmed, that links to family and friends remain strong. Phoenix Road supports individuals with remaining in contact with their friends and families, taking into account the wishes of the service user and of any history that may carry restrictions with contact. Menus were not fully inspected at this visit as the previous inspection had identified that people received a balanced and nutritious diet. Conversations with people living in the home also supported that they had a variety of meals and that they enjoyed them. 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 14 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. Service users can be confidant that their personal and health care needs are well met and that the home promotes their privacy, dignity and independence. Service users would benefit from an improved process for the monitoring of medication. EVIDENCE: The individual care plans all evidenced that people are supported with their personal and healthcare needs. Care plans showed that people are consulted with about their personal care and as people are mainly independent in this area, only minimal support in the form of prompting is given. This allows the people in the home to maintain their privacy and dignity. Records showed that people are supported in accessing healthcare services with regular health checks, visits to the G.P., dentists and opticians all recorded. It was noted that one health check had identified that a service user had epilepsy, although there was no evidence of this being reflected into the 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 15 care plan. The member of staff was aware of the individual needs of this person, however it would be good practice to make sure that care plans contain full details of healthcare needs. There were comprehensive behavioural risk assessments in place that identified triggers and gave clear guidelines on how to manage any challenging behaviour. The Registered Manager and the member of staff on duty A review of the medication was undertaken and this showed that service users are supported to administer and control their own medication. All service users have a locked cabinet in their own rooms in which their medication is stored. There are assessments in place to evidence as to how individual people are supported with their medication and support wherever possible their ability to self-manage their own medication. The pharmacist provides medication and prescriptions weekly, and the Home has a system for signing this in. Records did evidence, however, that there needs to be some improvement in this system, as the correct amount of medication was not always recorded into the home, and where service users are signing to say that they have received their medication – records are not accurate. Discussions were held with the Registered Manager at the time of the visit and she stated that records and the process for signing medication into the home would be reviewed immediately – a recommendation is being made to this effect. 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 16 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 good. This judgement has been made using available evidence including a visit to this service. Complaints and adult protection procedures within the home serve to safeguard service users. EVIDENCE: Phoenix Road has an accessible complaints procedure. All service users are supplied with a copy of this. In addition, service users have regular 1-1 sessions with their key worker or other support staff. Service users are encouraged to talk about their feelings, including any concerns or complaints they may have. The member of staff on duty confirmed that service users were happy to talk to staff if they had any concerns. Since the last inspection the Registered Manager has arranged for the majority of staff to take training in Adult Protection. There are also policies and procedures in place for whistle-blowing and protection of service users. Care plans also evidenced that the home recognised individual vulnerabilities and worked with service users to protect them in the community. 14 Phoenix Road DS0000028850.V345922.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 good. This judgement has been made using available evidence including a visit to this service. Service users live in a comfortable, homely and clean environment. EVIDENCE: This is a small three-bed roomed property with a main communal area that incorporates the kitchen, dining and living room. The home maintains a homely feel and observations showed that the people living in the home are very much at ease and comfortable in their environment. One service user showed the inspector her bedroom and this evidenced that she had her own possessions and she stated that she enjoyed living in the home and liked her room. There is a small private garden to the rear of the property and this is well maintained. The kitchen area was clean and tidy along with the rest of the home. 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 18 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): 31, 32, 34 and 35. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users can be confident that a competent and qualified staff team meets their needs. However, their care could be compromised where staff are not fully up to date with mandatory training needs. EVIDENCE: The home employs a small but consistent staff team. As there are only three service users in the home, who are fairly independent, the staffing levels are reflective of this. There is one member of staff on duty at all times. If there is a need for a service user to be supported to an appointment then either the Registered Manager or an additional member of staff will undertake this role. Conversations with the member of staff on duty and the Registered Manager evidenced that they were knowledgeable about the needs of the individual people in the home. Observation showed that people were treated with respect and their opinions and choices were listened to. Service users also confirmed that they liked the staff and the interaction between people was positive. 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 19 There is a robust recruitment procedure in place and records viewed showed that the home had made sure that they had obtained two references, full employment history records and proof of identity. All staff, except for the newest member of staff had Criminal Records Bureau (CRB) checks and Protection of Vulnerable Adults (POVA) checks carried out by the home. The newest member of staff is employed on a relief basis and this CRB check had been done through the Agency. The Manager was advised to review the relevant guidance and legislation with regards to CRB checks to make sure that this CRB check was appropriate for this particular home. The Manager had managed to obtain some distance learning training that has been tailored to meet the needs of the service and First Aid training was booked for the week following this visit. She has also implemented an in house training programme that is specific to the needs of the service users living in the home and this will also form part of an induction programme for new staff. The Registered manager acknowledged that there are some shortfalls in accredited mandatory training, but this is mainly due to access to appropriate courses. She is continuing to source new training programmes to support staff in meeting the needs of the people living in the home. The majority of staff have attained NVQ qualifications. 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 20 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): 37, 39, 40 and 42 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users benefit from living in a home where their independence, rights and choices are promoted. EVIDENCE: The Manager has continued to strive to make sure that the home continues to provide a good service to the people living there. She has continued to develop policies and procedures and other documentation that supports and protects the service users. The manager displayed in depth knowledge of the service user group, of individuals within that group, and of management skills required to manage a staff team, and skills needed to bring all the knowledge together to translate 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 21 them into a home which people want to live in, and is forever evolving and changing in response to service users. The Registered Manager did state her frustration at the funding arrangements by the Local Authority for the people living in the home and has not been awarded a cost of living increase for the previous two years. She is currently in negotiation with them to address the shortfalls in the funding as she stated that she is not able to provide the type of quality service that she wishes to with the level of funding provided. The manager has set up good systems for record keeping and monitoring of the service. All safety checks viewed were up to date including gas and electricity checks. A formal quality assurance process was not viewed at this visit although it is acknowledged that as it is a small home then the service is pro-active on a daily basis in responding to the needs of the service users. Overall this was a positive inspection with evidence to show that the home is continuing to make sure that service users benefit from an individual service that is aimed at promoting best outcomes for them. 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for 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 X 2 3 3 3 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 3 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 3 32 3 33 X 34 3 35 2 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 3 X LIFESTYLES Standard No Score 11 2 12 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 2 2 X 3 X 2 3 X 3 X 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 2 3 4 5 Refer to Standard YA5 YA19 YA20 YA35 YA39 Good Practice Recommendations It is recommended that contracts be reviewed in order to make sure service users are fully protected. It is recommended that consideration be given to making sure all details with regards to healthcare needs are in place within the care plans. It is recommended that there is a robust system for checking medication received into the home. It is recommended that the Registered Manager continues to develop the induction and training development programme for staff. It is recommended that a formal quality assurance process is implemented in order to continuously self monitor the service. 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 24 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. Extracts may not be used or reproduced without the express permission of CSCI 14 Phoenix Road DS0000028850.V345922.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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!