Care Home: Annandale Lodge Nursing Home

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What the care home does well Residents consistently expressed a great deal of satisfaction with respect to the quality of service they receive at Annandale Lodge, a view shared by all staff members spoken to. Their views and comments including those of staff have been reflected throughout the report. The assessment and admission processes are good, thus ensuring that the residents` needs could be met on admission. The health and personal care needs are clearly included in the care plan for each resident; these are being monitored internally through a monthly review system, which actively encourages the participation of the resident and their representative. The level of recreational activities facilitated is good. This ensures a good degree of stimulation that promotes the resident`s welfare. Contact with family and friends are promoted and always welcome. Residents spoken with feel that staff communicate well with them and keep them up to date with any issues that matter to them. Quality and diversity issues are being promoted and residents are treated with dignity and respect.The accommodation is homely and comfortable. A high standard of cleanliness was evident throughout those areas viewed. Staff work well as a team and they are very positive about their work. NVQ training is being given a high profile, which means that staff are being equipped with appropriate skills and knowledge to provide an improved quality of service. This service is being managed efficiently, which means that care and staff management systems are being implemented to good effect. Residents are therefore assured of a good quality service. What has improved since the last inspection? Lansglade Homes Limited was registered as the new owner of this service on 25 September 2008. This is the first inspection undertaken and therefore, no improvements could be noted. What the care home could do better: There are no requirements or recommendations arising from this report. CARE HOMES FOR OLDER PEOPLE Annandale Lodge Nursing Home 8 Linden Road Bedford Bedfordshire MK40 2DN Lead Inspector Mr Neil Fernando Unannounced Inspection 27th March 2009 10:55 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 Annandale Lodge Nursing Home DS0000072358.V374695.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. Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Annandale Lodge Nursing Home Address 8 Linden Road Bedford Bedfordshire MK40 2DN 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) 01234 218 400 01234 356 286 Lansglade Homes Limited Lea Bredsdorff - Larsen Care Home 26 Category(ies) of Old age, not falling within any other category registration, with number (26), Physical disability (26) of places Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following categories of service only: Care Home with nursing - Code N To service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP Physical Disability - Code PD 2. The maximum number of service users who can be accommodated is 26 This is a new service Date of last inspection Brief Description of the Service: Annandale Lodge is a new care home with nursing. It is registered to accommodate up to 26 older people who may also have physical disabilities. It is one of five care homes owned and managed by Lansglade Homes Limited, which is a subsidiary of Millennium Care Home Ltd. The home is located in a pleasant residential area of Bedford. It is within walking distance of a wide range of shops and other amenities. There is good transport links. Residents are accommodated in single rooms located on all floors. There is a staircase and a passenger lift available to access all floors. Communal facilities including lounges and dining rooms are of a good standard. A well-maintained garden is available at the rear of the property, which is accessible to residents. There is some private car parking facility to the front and the rear of the building, with good on street parking as well. A copy of the statement of purpose and service user’s guide is kept in the office and is available on request. The charges for care range between £475-94 and £600 per resident, per week. Annandale Lodge Nursing Home DS0000072358.V374695.R01.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 2 stars. This means the people who use this service experience good quality outcomes. We, the Commission for Social Care Inspection (responsibilities now transferred to the Care Quality Commission from 1 April 2009), undertook the first unannounced key inspection on 27 March 2009 since the registration of the service on 25 September 2008. We spoke with 6 residents, the manager and the deputy manager, and 6 staff including a senior and a catering team member. We did a partial tour of the premises and viewed a random selection of care and staff records and other documentation the home must keep. At the time of the visit, there were 22 people in residence with 4 vacancies. We have received a comprehensive AQAA (Annual Quality Assurance Assessment) – a document, which gives the manager the opportunity to tell us how the home is meeting the standards and regulations. We have also received surveys from 6 residents and 6 staff. The manager and deputy manager were present throughout the inspection. One of the directors was present during feedback at the end of the inspection. What the service does well: Residents consistently expressed a great deal of satisfaction with respect to the quality of service they receive at Annandale Lodge, a view shared by all staff members spoken to. Their views and comments including those of staff have been reflected throughout the report. The assessment and admission processes are good, thus ensuring that the residents’ needs could be met on admission. The health and personal care needs are clearly included in the care plan for each resident; these are being monitored internally through a monthly review system, which actively encourages the participation of the resident and their representative. The level of recreational activities facilitated is good. This ensures a good degree of stimulation that promotes the resident’s welfare. Contact with family and friends are promoted and always welcome. Residents spoken with feel that staff communicate well with them and keep them up to date with any issues that matter to them. Quality and diversity issues are being promoted and residents are treated with dignity and respect. Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 6 The accommodation is homely and comfortable. A high standard of cleanliness was evident throughout those areas viewed. Staff work well as a team and they are very positive about their work. NVQ training is being given a high profile, which means that staff are being equipped with appropriate skills and knowledge to provide an improved quality of service. This service is being managed efficiently, which means that care and staff management systems are being implemented to good effect. Residents are therefore assured of a good quality service. 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. Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 1, 2, 3, 4 and 5. Standard 6 is not applicable. Quality in this outcome area is good. The home is careful to only offer a place to the resident whose needs and aspirations it can meet. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The AQAA tells us ‘All prospective service users participate in a comprehensive pre-admission assessment to confirm that the home would be able to meet their wishes and needs should the person choose to take up a place at Annandale Lodge’. The statement of purpose and service user’s guide is available and reflects fully the service provided. A copy of this document is offered to all residents at the Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 9 time of admission. The information for the prospective resident is presented in a format that is both informative and interesting. The case files viewed for 3 residents demonstrate that they have been issued with individual terms and conditions of their placement and the current charges; this has been signed by the resident and or their representative where appropriate. Evidence on the 3 files also indicates that the manager or deputy manager carries out appropriate pre-admission assessments before any residents could be admitted to the home. This process ensures that the resident’s identified needs could be appropriately met. Also, there are other assessments completed by the social worker from the placing authority. The deputy manager and staff spoken to said that when a placement is available, the prospective resident and their representative would be encouraged to visit the home as part of the assessment process, in order to unsure that their needs could be fully assessed. ‘I visited this home with my relative’ said a resident and ‘I am sure my son visited the home as he has my best interests at heart’ reflected another person in their survey. Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 7,8, 9 and 10. Quality in this outcome area is good. The clarity of the care plan for each person living in the home means that staff can meet their identified needs and requirements; this ensures that they are appropriately met. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The AQAA states ‘A detailed care plan is produced from the pre-admission assessment of need. The plan is inclusive of the details outlined in Standard 7 of The National Minimum Standards’. All residents have a very detailed care plan, which identifies how they would like their individual needs to be met. The care plan is developed with contribution from the resident, their representative and home staff. Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 11 Information available indicates that the health, personal and social needs of residents are being identified and addressed well. The resident and their representative have signed the care plan; this is indicative of their participation in the care planning process and also being treated in a dignified manner. One staff responding via survey commented ‘Treat the residents as individuals and staff always willing to help out with anything’. A resident said, ‘Nothing is too much for them to do’ and ‘We are looked after very well’, stated another. A few residents have specific moving and handling needs; all care staff have received training, in order to ensure these people’s safety is protected and promoted. The policy and procedure on medication was updated in February 2009. Only registered nurses are authorised to administer medication. These staff members have received training in the administration of medicines. Medication administration records for 6 residents were viewed and were in order. The storage and auditing of medicines including controlled drugs is safe and satisfactory. All residents are registered with a GP. Other professionals that residents have access to include dentist, optician, podiatrist, and dietician. Good quality records are maintained for any input from health care professionals. Residents spoken with expressed a high level of satisfaction in the manner their health care needs are being addressed. ‘I am very happy in the manner my health needs are met’, said a resident. The staff team were observed interacting positively with residents and they confirmed that staff always knock before entering personal rooms. One resident said, ‘When returning clean laundry staff make sure it is returned to the correct person’. Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 12, 13, 14 and 15. Quality in this outcome area is good. Residents have the opportunity to participate in a range of activities that develop and enrich their social and personal lives. The quality and variety of food offered is of a high standard. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The AQAA tells us ‘Our philosophy is that every service user is a unique individual with individual views, wishes and needs. Plans to implement daily activities are in place’. The care records viewed and residents spoken to confirm that activities and facilities accessed reflect the needs of each individual in relation to their interests and abilities. The care plans indicate that individuals have identified through discussion with staff and during reviews that they want different things to do. Evidence demonstrates that actions have been taken to address Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 13 this. Individuals follow their own routines and are encouraged to exercise choice and control over matters that affect their lives. Residents are encouraged and are able to participate in religious activities as they wished. Residents expressed satisfaction in respect of activities available to them. Examples include ‘Good level of activities’, ‘Many activities but I prefer to watch’ and ‘There is always something interesting going on’. The home welcomes visitors at all reasonable times. ‘My son and daughter visit me regularly’, said a resident. Families play an important role in the lives of the residents who live there. Policies and practices in the home respect and promote the rights of the residents as necessary. Files viewed indicate that good contact is maintained with family and friends. The cook was consulted and they reported that the kitchen equipment is maintained in good order. Despite visiting the kitchen during lunchtime preparations, it was clean and orderly. The menus viewed and residents confirmed that fresh vegetables are provided daily. Lunch was served in a pleasantly furnished and decorated dining area and appeared nutritious and appetising, with residents confirming how much they enjoyed the food. Staff were available in good numbers and residents who needed support to eat their food, received help in a very sensitive and dignified manner. Evidence also shows that they are offered choices of what to eat and drink. ‘Staff consult us daily regarding our preference and food is simply so enjoyable’ and ‘The food is very good if not better than the restaurant I visit every Wednesday’, are comments from 2 residents. Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 16 and 18. Quality in this outcome area is good. Residents can be confident that any concerns they raise will be listened to and dealt with speedily and appropriately. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The AQAA states ‘At Annandale Lodge we believe that we are not perfect, but that we strive to provide excellent outcomes for service users. Therefore, there may be times when we fall short of service users’ expectations and we encourage service users and visitors to offer their suggestions as to how we could improve’. A copy of the complaints procedure is available to prospective and current residents. 3 residents said that they are aware of the complaints procedure and all 6 people spoken with said they would speak to a member of staff or the manager, if they had any concerns. ‘I am happy as I could be’, said one resident. Complaints record shows that no complaints have been received by the home since the service started operating in September 2008. There have been no complaints received by the Commission about any aspect of the service. Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 15 The home has procedure on the protection of vulnerable adults. Discussion on the procedure is part of the induction for all new staff members. All staff have received training on safeguarding of vulnerable adults. Staff interviewed demonstrated an understanding of their responsibilities towards the protection of residents. There have been 2 incidents that were appropriately referred to the local safeguarding of vulnerable adults team. Residents said that Annandale Lodge is a safe home to live in. Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 16 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): Standards 19, 22, 23, 24, 25 and 26. Quality in this outcome area is good. Residents live in a safe, homely, clean and comfortable environment suitable for their needs. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The physical environment continues to be maintained to a good standard. It is decorated and furnished in domestic style and provides a homely, comfortable and safe environment for residents. The bathroom and toilet facilities have been adapted to meet the needs of people with a physical disability. Suitable specialist equipment is available and serviced regularly. Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 17 Bedrooms are well personalised to reflect the tastes and interests of the occupants with furniture, pictures and other personal effects. Locks on bedroom and bathroom doors provide residents with privacy. The laundry facilities are suitable and adequate for the resident group. There are infection control policies and procedures in place and staff have received training on the subject. A handy person is employed who ensures that any maintenance or repair work is completed swiftly and satisfactorily. A high standard of cleanliness was evident throughout those areas viewed. There is a good size garden to the back of the property, which was well maintained. Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 18 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): Standards 27,28, 29 and 30. Quality in this outcome area is good. Staff recruitment process is robust, which means that residents are in safe hands. Staffing levels with the appropriate skills and abilities ensure that residents’ needs are appropriately met. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The AQAA informs us that ‘Annandale Lodge has a robust recruitment and selection programme based on equal opportunities and ensuring safeguarding of service users’. Information from staff and duty rota for a period of two weeks shows that there are adequate numbers of staff available at all times, to meet the needs of the resident group. In terms of skill mix, the staffing arrangements are appropriate to ensure that the needs of the people in residence could be met. ‘We always have adequate staff and the team including management work very well together’, stated a nurse. Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 19 Each staff member has completed induction that covers mandatory health and safety training. ‘My induction has been very good’ stated a new staff member. The induction programme is followed by training that takes place over a period of time, which is specific to the needs of residents accommodated at Annandale Lodge nursing home. Training received by staff includes dementia, sensory deprivation, aggression and violence, palliative care and catheter care. ‘Excellent training from our new employer’, said a senior care staff member. Of the current 23 care staff, 5 are registered nurses and 9 hold an NVQ level 2 or equivalent qualification. 6 members are currently undertaking NVQ level 2 or 3 and another 3 staff are scheduled to start the course in Summer 2009. This means that a high ratio of trained staff is available on each shift. The training and future development of staff is being given a high profile, thus providing them with the skills and knowledge to deliver an improved quality of service to residents. The home has robust procedure on the recruitment and selection of staff. We viewed the recruitment records for three staff including a recently recruited member of the team. These show that all required checks have been completed before they began employment. All staff interviewed confirmed that they had their CRB checks cleared before starting work at this home. Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 20 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): Standards 31, 32, 33, 35, 36, 37 and 38. Quality in this outcome area is good. The home is being efficiently managed and the staff team, well supported. Residents are assured of a good service. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager is a qualified nurse with 7 years experience at senior level. She is highly motivated and is competent to run the home. The manager has the support from the deputy manager who has 30 years nursing experience, and is herself an ex nursing home manager. The AQAA tells us ‘She is invaluable as Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 21 clinical lead and supports the manager in the day to day management of the service’. The manager is due to start her training in Leadership in Management and Care in April 2009. The management team benefits from the support of an experienced operations manager. There is good evidence to demonstrate that quality assurance systems are in place to seek the views of residents and their representatives. The last annual survey was completed in February 2009 and a copy of the report has been sent to the Commission. The operations manager also visits monthly to ensure appropriate standards are maintained. A random sample of reports on these visits were viewed and noted to be very comprehensive. The home retains a small amount of money on behalf of residents, for their day today expenses. Administrative records viewed for 3 residents are noted to be in good order. Staff received regular supervision in which they have the opportunity to raise any issues about practice. Staff who spoke with us said they are satisfied with the amount and quality of supervision they receive and that ‘they get excellent management support’; ‘I think it’s brilliant because the manager or the deputy manager is always in contact with us’, stated one staff. Staff receive specific training to promote safe working practices including first aid, moving and handling and fire safety. Risk assessments are in place and updated regularly. The fire alarm system, fridge freezer and hot water temperatures and portable electrical appliances are checked as appropriate. Records viewed are in order. Annandale Lodge Nursing Home DS0000072358.V374695.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 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 4 4 3 3 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 4 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X 3 3 3 3 4 STAFFING Standard No Score 27 3 28 4 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 4 3 X 3 3 3 3 Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? N/A. This is a new service 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 Annandale Lodge Nursing Home DS0000072358.V374695.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Eastern Region Commission for Social Care Inspection Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE 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 Annandale Lodge Nursing Home DS0000072358.V374695.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. 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