Care Home: Beacon House Nursing Home

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What the care home does well The inspection indicates that the home is well managed, with residents being cared for by confident, well-trained and motivated staff. Overall, residents consistently expressed a high level of satisfaction with respect to the quality of care and support they received. Their views including those of staff have been reflected throughout the report. The assessment and admission process is good, thus ensuring that the residents` needs could be met on admission to the home. The implementation of health and personal care needs are being monitored internally through a monthly review system, which includes the resident and their representative. The meals provided are of a good quality and residents like them. Menu planning takes place weekly and residents` taste and preferences are well catered for. As a condition of registration, major refurbishment work has been undertaken, in order to ensure the premises comply with all relevant regulations. Upgrading work has been completed to a high standard The staff members on duty were positive about different aspects of their work, including their training and future development. NVQ training for staff is being given a high profile; they are therefore well equipped with the skills and knowledge to provide a good quality service for residents. The interaction seen between staff and residents was good. Staff said they enjoy working at the home. The management team are supportive to staff and residents and are ensuring that the procedures are followed, to the benefit of everyone. What has improved since the last inspection? This is the first inspection carried out since the registration of Beacon House. No improvements could therefore be noted. What the care home could do better: There are two requirements and one recommendation arising from this report, which need addressing. A comprehensive risk assessment is required for one resident; this would assist staff to better protect and promote the resident`s welfare. Nurses with delegated responsibility for staff formal supervision must receive training appropriate to this supervisory task. Recommendation: Residents` meetings/group discussions should be introduced; this would enable them discuss their wishes and feelings about the services they receive, thus further influencing the decision making process. CARE HOMES FOR OLDER PEOPLE Beacon House 12 Linden Road Bedford Bedfordshire MK40 2DA Lead Inspector Mr Neil Fernando Key Unannounced Inspection 10th December 2008 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 Beacon House DS0000071682.V373452.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 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. Beacon House DS0000071682.V373452.R02.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Beacon House Address 12 Linden Road Bedford Bedfordshire MK40 2DA 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 328166 01234 350817 Lansglade Homes Ltd Angela Abdallah Care Home 40 Category(ies) of Dementia (40), Old age, not falling within any registration, with number other category (40), Physical disability (40) of places Beacon House DS0000071682.V373452.R02.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 Dementia - Code DE The maximum number of service users who can be accommodated is 40 This is a new service 2. Date of last inspection Brief Description of the Service: Beacon House is a new care home with nursing; it is registered to accommodate up to 40 older people who may also have dementia and 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. Major upgrading work has been carried out and therefore, the home was only able to admit residents following a site visit carried out by the Commission on 13 October 2008. All bedrooms offer a hand washbasin with hot and cold water and 19 bedrooms have ensuite toilet and washbasins. Communal facilities including lounges and dining rooms are of a high standard. Stairwells and 2 passenger lifts are available to access all floors. The home has an enclosed, landscaped rear garden, which is accessible to residents. There is a car park area to the front of the property for up to 13 cars. The home is a short distance from the town centre of Bedford and is close to rail and bus links. 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 £579-74 and £803-80 per resident, per week. Beacon House DS0000071682.V373452.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 2 stars. This means the people who use this service experience good quality outcomes. We, the Commission for Social Care Inspection, undertook the first unannounced key inspection of this home on 10 December 2008. We spoke with 3 residents, the manager and the operational manager, and 5 staff including 2 nurses, one ancillary member and the cook. We spent some time observing residents and staff care practices so we could assess how staff interacted with, and assisted residents. We undertook a brief tour of the home and viewed a range of records the home must keep. At the time of the visit, there were 9 residents accommodated. We have received the AQAA (Annual Quality Assurance Assessment - a document, which gives the manager the opportunity to tell us how well outcomes are being met for people living in the home); it provides comprehensive details about the service. Surveys for staff and residents have been sent but we have not received any as yet. Any information received would be dealt with as appropriate. The manager and operations manager were present throughout the inspection. What the service does well: The inspection indicates that the home is well managed, with residents being cared for by confident, well-trained and motivated staff. Overall, residents consistently expressed a high level of satisfaction with respect to the quality of care and support they received. Their views including those of staff have been reflected throughout the report. The assessment and admission process is good, thus ensuring that the residents’ needs could be met on admission to the home. The implementation of health and personal care needs are being monitored internally through a monthly review system, which includes the resident and their representative. The meals provided are of a good quality and residents like them. Menu planning takes place weekly and residents taste and preferences are well catered for. As a condition of registration, major refurbishment work has been undertaken, in order to ensure the premises comply with all relevant regulations. Upgrading work has been completed to a high standard Beacon House DS0000071682.V373452.R02.S.doc Version 5.2 Page 6 The staff members on duty were positive about different aspects of their work, including their training and future development. NVQ training for staff is being given a high profile; they are therefore well equipped with the skills and knowledge to provide a good quality service for residents. The interaction seen between staff and residents was good. Staff said they enjoy working at the home. The management team are supportive to staff and residents and are ensuring that the procedures are followed, to the benefit of everyone. 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. Beacon House DS0000071682.V373452.R02.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 Beacon House DS0000071682.V373452.R02.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 2, 3, 4 and 5. Standard 6 is not applicable. Quality in this outcome area is good. All new residents have their needs fully assessed and they are able to visit the home, prior to admittance. In this way, both the resident and the care staff can be sure that the home can meet any identified needs. This judgement has been made using available evidence including a visit to this service. EVIDENCE: A copy of the written contract of occupancy/statement of terms and conditions is available in each of the three case files viewed; It also includes the signature of the resident and or their representative, as appropriate. Information gained from residents, the manager and staff members, and records provide good evidence that the arrangements to enable residents and Beacon House DS0000071682.V373452.R02.S.doc Version 5.2 Page 9 their representatives the opportunity to visit and make an informed decision about the facilities offered at this establishment is satisfactory. They would spend time looking around, speaking to residents and staff members, and seek clarification on any issue arising. “I visited the home before deciding to come here; I must say the information I was given was good and staff were very helpful” said a resident. Residents are admitted on a trial basis to give them the opportunity to decide if they want to stay and also to give the home’s staff time to further assess the needs of the new resident. A review meeting is held at the end of the trial period involving the resident, their relatives and the placing authority, and only then the placement is made permanent. Good evidence is available to demonstrate that residents are being empowered to participate in the decision making process, on issues that matter to them. Beacon House DS0000071682.V373452.R02.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 care plans are comprehensive; this ensures that all aspects of health and personal care are being delivered satisfactorily. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Information from care plans, residents and staff members indicates that the needs of residents are being identified and addressed satisfactorily. The care plan indicates how the identified needs are to be met. Staff members record the care given, progress made and interactions with residents. Identified health care needs are being addressed and observations are maintained, in order to respond to any changes, as noted from the records viewed. Residents are encouraged to sign their care plans where this is appropriate. All three residents spoken to were able to identify their key worker by name and they Beacon House DS0000071682.V373452.R02.S.doc Version 5.2 Page 11 provided numerous examples of how their key worker assists them daily. “My key worker is very good and she helps me with anything” said one resident. Care plans are reviewed monthly to reflect the changing needs and objectives for health and personal care; monthly review notes are maintained. Risk assessments are completed for each resident and these are reviewed as required. However, one of the three risk assessments viewed was incomplete and needed some attention. All residents are registered with a GP. Other professionals that residents have access to include dentist, optician, podiatrist, and dietician. Residents spoken with expressed a high level of satisfaction in the manner their health care needs are being addressed. The procedure on medication is comprehensive and this ensures that staff members administer medication in a safe and satisfactory manner. Only registered nurses are authorised to administer medication. These staff members have received training in the administration of medicines. Currently, no resident administers their own medicines although this could be arranged following an assessment of any risk involved. Medication administration records for 7 residents were checked and were in order. The storage of medicines is safe and satisfactory. Residents stated that their care is provided in a dignified and respectful manner, and their privacy is upheld. “Nothing is too much, staff are very willing and they get you what you need, and they are so courteous”, reported one resident; “They (staff) always knock before entering my bedroom”, said another. Residents were dressed in fresh and appropriate clothes and staff members were seen to interact with them, in a manner conducive to good practice. Beacon House DS0000071682.V373452.R02.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 are clear that the home matches their expectation and preference. Social, spiritual and recreational activities facilitated maintain a good level of stimulation and promote the general welfare of residents. This judgement has been made using available evidence including a visit to this service. EVIDENCE: An activities coordinator visits twice weekly and facilitates a range of activities to suit residents’ taste and preference. The care staff also provide some activities during the other days of the week. Residents spoken with expressed satisfaction regarding recreational activities being facilitated. Examples of comments include “A varied level of activities is offered”, “Good activities but prefer to be quiet as I do a lot of reading” and “Activities are more than adequate at the moment. Beacon House DS0000071682.V373452.R02.S.doc Version 5.2 Page 13 The care plans for three residents were examined; they show that residents are being assisted to follow the lifestyle of their choice as discussed and agreed at the time of their assessment. Three residents spoken with said they are satisfied with their lifestyle at Beacon House. Residents told us their relatives and friends are able to visit them at any time and they are always made welcome. They are able to entertain their visitors in the communal areas or the privacy of their own bedroom, if they so wish. Residents praised the staff and all aspects of care provision. Induction training for staff and recruitment policy encourages equality and diversity. Residents are encouraged and they are able to practice their religion, sexual preference and their culture, as appropriate. Representatives from the local church and other religious denominations visit regularly and provide for spiritual expression and friendship. Residents and their relatives are being consulted regarding menus. Residents spoken with said that alternative meals are provided if they do not want the meals on the menu. Residents commented positively about the quality of food offered to them; examples are: “The food is plain, simple and lovely”, “It’s wholesome” and “The food is good”. Discussion with the cook indicates that any dietary requirements of the individual resident are well catered for. Beacon House DS0000071682.V373452.R02.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 17. Quality in this outcome area is good. Procedures followed in the home ensure that any concerns or complaints would be appropriately investigated and residents would be protected from harm. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager indicated in the AQAA that “We have robust policies and procedures in respect of the rights of the service user to complain and to be safeguarded from abuse. Staff are provided with training to ensure their awareness of these policies, procedures and service users rights”. A copy of the complaints procedure is available to prospective and current individuals living at Beacon House. All three residents spoken to said that they are aware of the complaints procedure but would prefer to speak to a member of staff or the manager, in the first instance, if they had any concerns. “I could write or raise any concerns verbally”, stated a resident; “So far so good, I have not had any cause for concern”, added another. There have been no complaints received by the home since it begun operating after 13 October 2008. The Commission has not received any complaints regarding any aspects Beacon House DS0000071682.V373452.R02.S.doc Version 5.2 Page 15 of the service. Staff members have access to the procedure and echoed confidence in that they know what to do if they receive a complaint. The whistle blowing policy is available and accessible to the staff team. The home also has procedure on safeguarding vulnerable adults. Discussion on the procedure is part of the induction for all new staff members and this subject is also covered in the NVQ training for those members undertaking this course. Eleven of the twenty staff have received training on safeguarding vulnerable adults; the manager is arranging for the remaining nine members to complete this course by the end of January 2009. There have been no safeguarding matters arising since the home started operating. Beacon House DS0000071682.V373452.R02.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, 20, 21, 23, 24, 25 and 26. Quality in this outcome area is good. The completion of major refurbishment work means that residents benefit from a high standard of physical environment, which is homely, safe and suitable for them. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Major refurbishment work has been undertaken, in order to ensure the premises comply with all relevant regulations. The organisation has significantly improved the living environment for residents. Upgrading work has included the provision of additional ensuite toilet and hand wash basin facilities in 19 bedrooms, improved access within the building by the provision Beacon House DS0000071682.V373452.R02.S.doc Version 5.2 Page 17 of another passenger lift so that both side of the house are now served by a lift. Sluicing facilities are now available on each floor. All bedroom and communal furniture, carpets, curtains and bed linen have been replaced. Bedrooms are well personalised to reflect the taste and interests of the occupants. The lounges and dining rooms are spacious and decorated to a high standard. Residents expressed a high level of satisfaction with their physical environment. “This home has been refurbished with the comfort of clients in mind”, said one resident. New televisions are provided in residents’ bedrooms and lounges. The appearance of the home has evidently improved by providing quality pictures and flower arrangements throughout the building. Internet facilities are available in the reception room for residents’ use. The garden has been professionally landscaped and provides a gazebo and garden furniture. A high standard of cleanliness was evident throughout those areas viewed. There were no mal-odours present. The laundry facilities are suitable and adequate for the residents accommodated. There are infection control policy and procedure in place and staff have received training on the subject. The arrangements for the storage and collection of domestic and clinical waste are satisfactory. There were no health hazards noted. Beacon House DS0000071682.V373452.R02.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’s recruitment policy and processes are robust, which means that residents are protected from harm. Appropriate training ensures that staff are competent to deliver good quality care to residents. This judgement has been made using available evidence including a visit to this service. EVIDENCE: 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. Staff receive induction that covers mandatory health and safety training. Evidence shows that staff receive relevant training on a range of subjects including dementia, documentation and medication. Of the current twenty care staff, ten are registered nurses; five of the eight care staff hold an NVQ level 2 or equivalent and one member is expected to start this course soon. This means that a high ratio (75 ) of care staff hold a registered qualification in nursing or an NVQ Level 2 or equivalent. Beacon House DS0000071682.V373452.R02.S.doc Version 5.2 Page 19 Examination of personnel files for three staff members shows that the required documents including proof of identity, verification of employment history and Criminal Records Bureau clearance had been obtained. Staff interviewed said that the required checks including CRB checks and references had been obtained before they started work at the home. Feedback from residents indicates a high level of satisfaction regarding the care and support they receive from staff. They are always helpful”, said one resident and “The staff are well trained and they are very good”, added another. Beacon House DS0000071682.V373452.R02.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, 36, 37 and 38. Quality in this outcome area is good. Residents benefit from living in a well managed home where procedures for maintaining records, promoting safety and supervising staff ensure that the welfare of residents is promoted at all times. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager has been managing care homes for 15 years and clearly has the knowledge, experience and skills to run a home for older people with nursing. She holds the Registered Managers Award and an NVQ level 4 in care, as well Beacon House DS0000071682.V373452.R02.S.doc Version 5.2 Page 21 being a qualified nurse with Diploma in Nursing and an MSC in Nursing Studies. Staff and residents told us that the manager is efficient, approachable and very helpful. “Our manager is fantastic and very supportive”, stated a staff member. There have been no residents’ meeting held since the home started operating. Many residents are quite articulate and capable of raising various issues that matter to them. This should occur so as to enable them to further influence the decision making process. An experienced operations manager supports the registered manager. She also visits monthly to ensure appropriate standards are maintained. Reports of visits carried out are available at the home. Part of the home’s quality assurance systems is to carry out a ‘customer satisfaction survey’ twice yearly. Evidence of recorded supervision sessions is available. Staff members spoken with confirmed that they receive formal 1 to 1 supervision regularly. Nurses with delegated responsibility for staff formal supervision must receive training appropriate to this supervisory task. We looked at some of the records the home is required to keep; these were found to be order. Comprehensive policies and procedures are available and accessible to staff. Various checks have been carried out and good records are maintained. The last fire drill was carried out on 4/12/08 and checks of break glass points, weekly. The annual fire risks assessment has been completed. Beacon House DS0000071682.V373452.R02.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 X 3 3 3 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 2 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 3 18 X 4 4 3 X 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 3 3 X X 2 3 3 Beacon House DS0000071682.V373452.R02.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? Not applicable as 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. 1 Standard OP8 Regulation 13 & 17 Requirement A comprehensive risk assessment is required for one resident; this would assist staff to better protect and promote the resident’s welfare. Nurses with delegated responsibility for staff formal supervision must receive training appropriate to this supervisory task. Timescale for action 15/01/09 2 OP36 18 10/03/09 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 Refer to Standard OP33 Good Practice Recommendations Residents’ meetings/group discussions should be introduced; this would enable residents discuss their wishes and feelings about the services they receive, thus further influencing the decision making process. Beacon House DS0000071682.V373452.R02.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. 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