Care Home: 26, Egerton Road

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What the care home does well The service provides a place for people to stay, socialise and meet with friends. People can try new activities and are supported to learn skills. Carers feel supported by the service and know that their relative is looked after when they stay there. People are happy staying at the home. The staff are kind, experience and people like them. What has improved since the last inspection? There have been new people using the service. The staff have been on different training to help them support people better. The people who use the service have told the Manager what they want to improve and this has happened. There have been improvements to the building. The staff and people who use the service have created information in a way which is accessible to everyone. There have been some fun activities. What the care home could do better: The Manager and staff know how they would like to improve the service. They ask people who use the service to help them to think of what needs to be done. They have plans to make more information accessible for everyone and think of new ways to help everyone be more involved in making choices about their own lives. At this inspection we found that there are good and excellent outcomes for people who use the service and we have not made any requirements. CARE HOME ADULTS 18-65 26, Egerton Road Twickenham Middlesex TW2 7SP Lead Inspector Sandy Patrick Key Unannounced Inspection 2nd October 2008 12:30p 26, Egerton Road DS0000030462.V373214.R02.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 26, Egerton Road DS0000030462.V373214.R02.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. 26, Egerton Road DS0000030462.V373214.R02.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service 26, Egerton Road Address Twickenham Middlesex TW2 7SP 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) 0208 891 6308 0208 744 9478 k.poulter-dell@richmond.gov.uk London Borough Of Richmond Upon Thames Kimberley Jane Poulter-Dell Care Home 6 Category(ies) of Learning disability (6) registration, with number of places 26, Egerton Road DS0000030462.V373214.R02.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care Home Only (CRH - PC) to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: 2. Learning disability - Code LD maximum number of service users who can be accommodated is: 6 Date of last inspection 7th December 2007 Brief Description of the Service: 26 Egerton Road is a residential care home providing short term accommodation for up to six adults with a learning disability. The service is managed by the London Borough of Richmond. Staffing levels reflect the needs of the people who are staying there at any given time. Staffing is provided over twenty-four hours. Over forty people stay at the service throughout the year. The average stay at the home is between one night and three weeks at a time. Some people remain at the home for longer if there is a specific need, for example they are waiting for another longer term placement. The home is in a quiet residential road and is in keeping with the neighbouring houses. Whitton and Twickenham town centres are a short distance away. The area is well serviced by transport links and local amenities. The Registered Persons have produced a Statement of Purpose, which includes information on the aims and objectives of the service. Fees are individually assessed by the London Borough of Richmond and people who use the service pay a contribution. 26, Egerton Road DS0000030462.V373214.R02.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 3 stars. This means the people who use this service experience excellent quality outcomes. The inspection included an unannounced visit to the service on 2nd October 2008. We met with people who were staying at the home, the Manager, staff on duty and visitors. We looked at the environment and at records. We also wrote to people who use the service, staff and visitors and asked them to complete surveys about their experiences. 16 people who stay at the respite service and 13 of their relatives returned surveys to us. We asked the Manager to complete a quality self assessment. We looked at all the information we had about the service since the last key inspection, including notifications of incidents and accidents and an annual service review. Some of the things people told us about Egerton Road respite service were: ‘They look after my relative well.’ ‘They take into account individual needs and likes as well as friendship groups.’ ‘Egerton Road is invaluable for me and my family.’ ‘There is a lovely homely atmosphere’. ‘They always take good care of my relative’. ‘It is good and I like all the staff there’. ‘My relative is always happy when I go to pick her up, she enjoys it there’. ‘I like Egerton Road very much, the food us delicious and the staff are very nice.’ ‘The staff are wonderful and support us (carers) too.’ ‘I am very happy when I am here.’ What the service does well: 26, Egerton Road DS0000030462.V373214.R02.S.doc Version 5.2 Page 6 The service provides a place for people to stay, socialise and meet with friends. People can try new activities and are supported to learn skills. Carers feel supported by the service and know that their relative is looked after when they stay there. People are happy staying at the home. The staff are kind, experience and people like them. 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. 26, Egerton Road DS0000030462.V373214.R02.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 26, Egerton Road DS0000030462.V373214.R02.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): 1, 2, 3, 4 & 5 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People are given information about the service and are able to make choices about when they stay there. People’s needs are assessed to make sure the service can meet these needs. EVIDENCE: People told us that they had enough information to help them decide if they wanted to use the respite service. One person told us, ‘my parents looked around to make sure the house was ok for me to stay there’. Another person said, ‘I visited a couple of times and had tea there before I decided to stay’. People said that they were able to visit and attend group meetings to help them get to know about the service. One person suggested that the home have an ‘open day to give more information’. People told us that they were able to stay at the home when they wanted most of the time and the staff arranged for their friends and people they liked to stay there at the same time. One person said, ‘I like it when my friends are there’. One person told us, ‘my relative always feels welcome when they stay at the home’. The Manager and staff work closely with local schools and children’s services to make sure people moving into adult services have information about short stay 26, Egerton Road DS0000030462.V373214.R02.S.doc Version 5.2 Page 9 accommodation and the other services they offer. They are also giving information about the service to different cultural groups to make sure different sectors of the community know about Egerton Road. There is a guide specifically about the service and information on the local authority website and in other local authority publications. The Manager said that the staff were producing more information in different formats to help everyone who uses the service to understand about it. The group of people who use the service have helped to create this information. Some of the other comments people made to us about respite services in the London Borough of Richmond were, ‘I would like to see more respite homes for people in Richmond catering for different age ranges, so that younger people and people in their 50’s had different places to stay’ and ‘I don’t think it is fair that we have to pay for respite it is an expensive burden’. The staff assess people’s needs before they stay at the home to make sure they can meet their needs. These assessments include information from the person, their carers and other professionals. They are recorded. The staff are looking at ways to create the contract in a different format which is accessible to people who use the service. 26, Egerton Road DS0000030462.V373214.R02.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, 8 & 9 Quality in this outcome area is excellent This judgement has been made using available evidence including a visit to this service. People who use the service are consulted about their care and about how the service should run. They are able to make choices about what they do while staying at the home. They are given information which they can understand and the staff are thinking about more ways to make information accessible and useful for everyone. EVIDENCE: People told us that they knew what things the staff do to support them to meet individual needs. They told us that they were asked for their opinions and were able to make choices about the things that they did. Each person has their needs recorded in a care plan and risk assessment. These are regularly reviewed and updated. 26, Egerton Road DS0000030462.V373214.R02.S.doc Version 5.2 Page 11 There are meetings for people who use the service about 4 times a year. People give their views and opinions and are able to feedback about their experiences of staying at the home. People are asked to complete comment cards about aspects of the service following their stay. These have been created in an accessible format using pictures and symbols. There are comment cards for people to give their feedback on food and on their stay in general. The staff have worked with people who stay at the service to help create a range of accessible documents. These include an accessible menu cards to help people to choose the food they would like to eat and a pictorial complaints procedure. One person told us, ‘the staff know basic sign language so they can communicate with my relative’. We saw staff using Makaton when they spoke with people. The staff continue to look at how they can make other information more accessible. The staff have started to work with advocates and plan to invite them to meetings for people who use the service and their carers. People who stay at the home make choices about their lives when they are there. They chose what they want to eat and do and this is supported. They are involved in preparing their meals and in keeping their rooms clean and tidy if they are able to do this. People are given opportunities to stay at the home when their friends are also staying there. The Manager told us that she arranges the place bookings around people’s choices and preferences. 26, Egerton Road DS0000030462.V373214.R02.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 & 17 Quality in this outcome area is excellent This judgement has been made using available evidence including a visit to this service. People are supported to learn new skills and try new things. They use the local community. The staff support people in a way which is kind and respectful. EVIDENCE: People told us that they were supported to try new things and some people told us that they had learnt new skills while living at the home. People told us, ‘my relative learns new skills and how to help himself’, ‘staying at the home gives my relative the opportunity to socialise outside the family setting and ‘the staff encourage independence’. One person told us that they would like more structure to their day when they were at the home. People staying at the home are involved in shopping, planning and preparing meals and household tasks. 26, Egerton Road DS0000030462.V373214.R02.S.doc Version 5.2 Page 13 The Manager told us that she is investigating courses and accreditation to start a scheme for people who use the service to learn independent living skills. The staff at Egerton Road work closely with staff from the other services which people use, such as local day centres, in order to make sure people have consistent support. The staff have good links with the local community and other agencies. People who use the respite service use local facilities and services, attend colleges, day centres or have jobs. People regularly use local shops and leisure facilities. The Manager told us that they were going to purchase a computer for people who stay at the home to use. Carers are asked to complete annual surveys about their expectations and experiences. The staff are available to speak to carers at any time to discuss their concerns. Carers told us that the staff team were very supportive. Relatives and carers told us that the staff made them feel welcome and kept them informed. Some of them told us that the service provided invaluable support. Some of the things they said were, ‘the staff make us feel welcome and included’ and ‘the staff are great at communicating with us’. There are regular meetings for carers and relatives and special speakers are invited to give information. Someone talked to the group about self directed support at the most recent meeting. Carers told us that these group meetings were informative and supportive. The Manager told us that some people who had used the service for many years had recently moved to their own homes and no longer needed to stay at Egerton Road. She told us that the staff and people who continued to use the service stayed in touch with them and supported them to continue with friendships they had made. People told us that they were able to do a range of activities and social events. They said that the respite group organised outings and special events and that these were fun. Recent special events included a film night, a sponsored dragon boat race and a party. People told us that they had TVs and DVD players in the bedrooms and could borrow DVDs to watch. One person said, ‘I go to the pub and cinema’. Another person told us, ‘I would like to see more activities at the weekend’. One person said, ‘I would like to go out more but it depends on who else is staying and what staff are on’. There are lots of photographs of special events and everyday activities at the home. There is a DVD library, which has been donated by a carer, which people can use while they are staying at the home. One person told us, ‘I like to watch all the different comedy DVDs.’ 26, Egerton Road DS0000030462.V373214.R02.S.doc Version 5.2 Page 14 One member of staff has started to find out about different faiths and how people can be supported while they are staying at the home. She has been on training and attended different events. The staff have purchased a multifaith calendar. The Manager told us that people are supported with special diets, to attend places of worship and to celebrate their culture. We saw that information about cultural needs was recorded in care plans. We saw that staff got on well with the people they were supporting and showed them respect and kindness. People are able to make choices about the food they eat. We saw the staff helping people to decide about their meals and to help prepare the food. Food is freshly brought and prepared and there is a wide range available for people’s different tastes. 26, Egerton Road DS0000030462.V373214.R02.S.doc Version 5.2 Page 15 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, 20 & 21 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. People are supported with their personal needs and to stay healthy. EVIDENCE: People told us that their individual needs were met and that they were supported to stay healthy. Individual personal care and health needs are assessed and recorded in people’s care plans. The staff are given training on how to meet people’s needs. They work with other health care professionals to make sure needs are met. There is an appropriate medication procedure and staff have training in medication. We saw that medication is stored and recorded appropriately. People are supported to administer their own medication if they are able and risk assessments are in place. 26, Egerton Road DS0000030462.V373214.R02.S.doc Version 5.2 Page 16 The Manager told us that the staff are gathering information on bereavement so that they can offer people who use the service and carers appropriate support and information if they need it. 26, Egerton Road DS0000030462.V373214.R02.S.doc Version 5.2 Page 17 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 & 23 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. There are appropriate procedures to help protect people and to enable them to make complaints. EVIDENCE: People told us that they knew how to make a complaint and who to speak to if they were unhappy. People told us that they felt safe when staying at the home. The staff have consulted people who use the service and have developed a complaints procedure in an accessible format using symbols and pictures. There is a record of complaints and how these have been investigated. People are able to leave small amounts of cash with the staff for safekeeping. There are records of these and procedures to make sure this money is kept safe. The local authority has a protection of vulnerable adults procedure. The staff are aware of this and have had relevant training. 26, Egerton Road DS0000030462.V373214.R02.S.doc Version 5.2 Page 18 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 & 30 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. People stay in a well maintained, comfortable and homely environment. EVIDENCE: People told us that they liked the building and garden and that they thought bedrooms were nicely decorated. They said that the home was always fresh and clean. Recently areas of the building have been redecorated and there are plans for further improvements, including new flooring. New furniture and accessories have been purchased for all the bedrooms and some of the people who use the service have been helped to choose and buy these. 26, Egerton Road DS0000030462.V373214.R02.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): 31, 32, 33, 34, 35 & 36 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. People are cared for by well trained, supported and experienced staff. EVIDENCE: People told us that they liked the staff and found them helpful, kind and friendly. Some people mentioned particular staff by name and most people told us that they liked all the staff. Some of the things people said about the staff were, ‘excellent staff’, ‘the staff are always helpful and friendly’, ‘the staff are incredibly supportive to all of us’, ‘the staff are well trained and understanding’, ‘there is a reliable staff team who give continuity’, ‘the staff are great’, ‘staff attitude seems very good, they seem experienced and friendly’, ‘the staff are so lovely and understanding’ and ’all the staff are gorgeous’. One person said of a particular staff member, ‘she is brilliant and funny’. The staff team have not had any changes for over two years and people told us that this continuity was good. The staff team get on well and support each other. They each have special responsibilities and contribute to the organised 26, Egerton Road DS0000030462.V373214.R02.S.doc Version 5.2 Page 20 running of the service. The Manager said that the staff all worked hard and were ‘excellent’. All the staff are qualified to NVQ Level 2 or higher. The Deputy Manager has recently completed her NVQ Level 4. We saw that staff attended regular training in a variety of areas and kept this updated. There are team meetings and staff have individual meetings with their line manager. These are recorded. The staff we spoke to said that they felt supported. Each member of staff has had opportunities to develop their own ideas and create things which have helped improve the service. The London Borough of Richmond carries out a range of checks on all staff before they are employed. These include criminal record checks and references. Staff recruitment files contain evidence of these and of interviews. 26, Egerton Road DS0000030462.V373214.R02.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): 37, 38, 39 & 42 Quality in this outcome area is excellent This judgement has been made using available evidence including a visit to this service. The service is well managed and people who use it are able to be part of its continuous improvement. EVIDENCE: The Manager has worked at the home for several years and knows the service well. She has the Registered Managers Award and is an NVQ Assessor. She demonstrated a good knowledge of the service and how to make it better. We saw that the Manager had a good relationship with the staff and the people using the service. People told us that they liked the Manager and that they felt they could talk to her or staff when ever they wanted. People said that they were asked their opinions and were able to contribute ideas of how to improve the service. 26, Egerton Road DS0000030462.V373214.R02.S.doc Version 5.2 Page 22 The people who use the service are consulted on a regular basis through meetings. The service has also recently started using comment cards for people to give their views on different aspects of their stay, such as food. The Manager told us that the staff are developing more comment cards and thinking about new ways for people to give their views. There is an anonymous suggestion box in the hall. There are regular meetings with relatives and carers. The Manager told us that a survey for carers was being sent out later in the year. The London Borough of Richmond Quality Assurance Manager visits the home each month to conduct quality checks. Each visit looks at a different aspect of life, such as choice, or use of the local community. She writes a report on her findings and makes recommendations for change. The London Borough of Richmond has created a set of quality standards in consultation with people who use their services. These standards form the basis of the homes improvement plan. The staff meet regularly and contribute their ideas on how the service can improve to meet the standards people using the service have identified as important to them. There is a record of this and evidence to show how changes have been made. The Manager has researched other respite services in London to help compare the quality of the London Borough of Richmond service. She said that this research has helped her think of different ideas. The staff make regular checks on health and safety and these are recorded. We saw these and evidence that action is taken to address any problems. 26, Egerton Road DS0000030462.V373214.R02.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 3 4 3 5 3 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 3 34 3 35 3 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 4 4 3 X LIFESTYLES Standard No Score 11 4 12 4 13 3 14 3 15 3 16 4 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 3 3 4 4 X X 3 X 26, Egerton Road DS0000030462.V373214.R02.S.doc Version 5.2 Page 24 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 26, Egerton Road DS0000030462.V373214.R02.S.doc Version 5.2 Page 25 Commission for Social Care Inspection London Regional Office 4th Floor Caledonia House 223 Pentonville Road London N1 9NG 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 26, Egerton Road DS0000030462.V373214.R02.S.doc Version 5.2 Page 26 - 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. 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