Care Home: Burleigh House

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What the care home does well People told us that they liked living at Burleigh House. They said "quite happy here." Peoples` needs are assessed before they come to live at the home. Assessment of peoples` needs, gives confidence that staff are aware of their needs are and will be able to meet them. People are encouraged to visit the home prior to them deciding to come and live there. People receive good standards of care and support meeting their individual needs and choices. Healthcare needs are met by the home.People told us that the food is "good and there is always a choice available". Activities take place most days and trips outside the home are also arranged. The Home has an experienced Manager who provides appropriate and effective leadership. Knowledgeable and friendly staff provide care at the home. Staff, are committed to caring for the people at the home. One person told us; "The staff are very good". A member of staff said: " I love working here our residents are lovely." What has improved since the last inspection? The home had seven requirements at the previous inspection we found that they have addressed them all. There is now updated and revised information about the home, its facilities and services that it offers, this enables people to make an informed choice about coming to live there. The way that peoples` care is planned is reviewed regularly and more fully reflects their individual needs, choices and capabilities. Care plans provide essential information for staff about peoples needs and how they should be met. There are much improved systems in place for medicines and particularly controlled medication. The manager has addressed issues that may affect peoples` health and safety. Radiators and pipe work are now covered to minimise any risk to people living and working in the home. It is positive that the home have employed a health and safety company who will give them ongoing advice and support to ensure that the home is as safe as possible. What the care home could do better: Recruitment and selection processes are generally satisfactory although risk assessments should be available when staff are employed with a Protection of Vulnerable Adults check before the criminal records check is returned. A risk assessment with action to minimise any risk and highlight any deficiencies such as insufficient employment history would give greater assurance that people are more fully protected from unsuitable people working at the home. Records seen were able to show that people have their medicines as they are prescribed. Staff need to confirm that they applied creams and lotions. There are good systems in place to look after people`s money receipts are available but are needed from the visiting hairdresser. CARE HOMES FOR OLDER PEOPLE Burleigh House Foxearth Leek Road Cellarhead Stoke On Trent Staffordshire ST9 0DG Lead Inspector Amanda Hennessy Key Unannounced Inspection 09:30 24th June 2008 and 28th July 2008 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 Burleigh House DS0000004922.V366782.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. Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Burleigh House Address Foxearth Leek Road Cellarhead Stoke On Trent Staffordshire ST9 0DG 01782 550920 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) burleigh.house@virgin.net Day Care Services Limited Mrs Jane Day Care Home 15 Category(ies) of Dementia (5), Mental disorder, excluding registration, with number learning disability or dementia (2), Mental of places Disorder, excluding learning disability or dementia - over 65 years of age (6), Old age, not falling within any other category (15), Physical disability over 65 years of age (4) Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. MD - REGISTERED FOR 2 - MINIMUM AGE 55 YEARS AND OVER ON ADMISSION NUMBER OF SERVICE USERS IN THE COMBINED CATEGORIES MD(E), MD AND DE(E) SHALL NOT EXCEED A TOTAL OF 8 PEOPLE. 26th June 2007 Date of last inspection Brief Description of the Service: Burleigh House provides care to a maximum of 15 people; their needs may include, old age, dementia, mental disorder and/or physical disability. The building is a detached property set in its own mature gardens in a pleasant rural location. A raised and covered decking area has recently been built alongside a new garden pool. The home is set back off the main Leek road a short drive from Cellar head, adequate car parking available. There are 13 single rooms and one double room on both the ground and first floor. Bathrooms and toilets are appropriately situated around the home. There are aids and adaptations available for dependent people such as grab rails and hoists. A passenger lift is available to assist people between to go up and down between the ground and first floor. The service user guide seen did not included information about fees. Readers of this report are asked to contact the service directly for information about the range of fees charged. Burleigh House DS0000004922.V366782.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. The means the people who use this service experience good quality outcomes. This unannounced inspection was carried out over two days by one Inspector and an ‘Expert by Experience’. An ‘expert by experience’ is a person who, because of their shared experience of using services, and or ways of communicating, visits a service with us to help us get a picture of what it is like to live in or use the service. Inspection time including both days was nine hours. As it was unannounced neither the home nor the provider knew we were going. The homes manager (who is also the home owner) was present throughout the inspection. Information for the report was gathered from a number of sources: a questionnaire- Annual Quality Assurance Assessment (AQAA) was completed before the inspection by the homes manager/ proprietor was sent to us; We looked at the premises, records and documents. We had discussions with the manager and care staff plus visitors and people who live at the home to gain their views on what it is like to live in and receive care at the home. We looked at how the service has responded to any concerns , how it protects people from abuse and how staff are recruited and trained. We also looked at the number of staff available to care for people at the home. Three people who live in the home were ‘case tracked’ this process involves establishing people’s experiences of living in the care home by meeting or observing them, discussing their care with staff, looking at care files, and focusing on outcomes of the care that they receive. Tracking peoples’ care helps us understand the experience of people who use the service. What the service does well: People told us that they liked living at Burleigh House. They said “quite happy here.” Peoples’ needs are assessed before they come to live at the home. Assessment of peoples’ needs, gives confidence that staff are aware of their needs are and will be able to meet them. People are encouraged to visit the home prior to them deciding to come and live there. People receive good standards of care and support meeting their individual needs and choices. Healthcare needs are met by the home. Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 6 People told us that the food is “good and there is always a choice available”. Activities take place most days and trips outside the home are also arranged. The Home has an experienced Manager who provides appropriate and effective leadership. Knowledgeable and friendly staff provide care at the home. Staff, are committed to caring for the people at the home. One person told us; “The staff are very good”. A member of staff said: “ I love working here our residents are lovely.” What has improved since the last inspection? What they could do better: Recruitment and selection processes are generally satisfactory although risk assessments should be available when staff are employed with a Protection of Vulnerable Adults check before the criminal records check is returned. A risk assessment with action to minimise any risk and highlight any deficiencies such as insufficient employment history would give greater assurance that people are more fully protected from unsuitable people working at the home. Records seen were able to show that people have their medicines as they are prescribed. Staff need to confirm that they applied creams and lotions. There are good systems in place to look after people’s money receipts are available but are needed from the visiting hairdresser. Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 7 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. Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1,3, 5, 6. Quality in this outcome area is good. People have their needs assessed and have required information about the home to enable them to make the decision that the home is suitable to meet their needs. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home provides required information to people about the services they offer. The statement and purpose and the service user guide have recently been updated and give an accurate picture of what people can expect from the service. The service user guide is given to all people living at the home but did not include information about fees that the home charges. People have an assessment of their needs carried out by the manager before they come to live at the home. We looked at these assessments and found them to be comprehensively completed. The assessment of needs then forms Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 10 the basis of the person’s plan of care, giving staff information about their care needs. Introductory visits and trial stays are encouraged by the home, ensuring that people have time to make decisions. People told us that they had visited the home before they had come to stay permanently; other people told us that their family had visited the home on their behalf. The home does not have people requiring intermediate care. Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8,9 and 10. Quality in this outcome area is good. People can feel confident their health and personal care needs will be met. This judgement has been made using available evidence including a visit to this service. EVIDENCE: We found that people have a plan of care that gives staff information on how people’s needs should be met. Care plans highlighted peoples needs, choices and capabilities the person. Information in care plans included: “ does not like to get up until lunchtime”. Another said “needs lots of encouragement with all aspects of personal hygiene often refuses a bath or shower and needs prompting and some assistance with personal hygiene”. We found that people living at the home are well dressed. People told that they choose what to wear and this was also reinforced within their plan of care. Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 12 People have access to a wide variety of healthcare professionals according to their needs. Doctors regularly visit the home to see people. People confirmed this during the inspection; they told us: “Whenever I am ill they call the Doctor for me,” and “Jane got the Doctor to see me as I needed different medicine”. Medication practices at the home have improved since the last inspection. There is a need for further (but minor) development to give full confidence that people have their medicines as they need the. Staff sign to say that they give medicines but don’t always sign to confirm that creams and lotions are applied. When medicines are not given staff do not consistently use the codes to identify why the medicine was not given. If they were to do so it would avoid any confusion and ensure that staff follow up whether further action is neededfor example if someone was feeling nauseous. Only staff that have had training in the safe handling of medicines give out medicines. We saw that people were treated respectfully and spoken to politely throughout our inspection. People agreed when we asked them about staff respecting them: “Most staff are very good”. Staff were courteous and knocked on doors before they entered taking care to maintain people’s dignity. Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 and 15. Quality in this outcome area is adequate. People have the opportunity to make choices about their life at the home and maintain relationships with friends and relatives. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home does not have an activities co-ordinator. The Manager told us that she is planning to undertake an Activities course shortly to assist her to improve activities that are available. There is an activities board with a range of activities in the main hall but the Manager admitted that they do not always take place. We were told that care staff usually spend time organising activities for people who want to take part. There are large screen televisions in both lounges. A “sing-along” tape was played during both days of our visit and several people joined in with the songs. People told us that they enjoy the sing-along. One person said that she ‘liked to help out in the garden with some weeding and also did a bit of cooking’. Several people took advantage of sitting outside as it was a glorious summers day. The home offers “movement to music once a fortnight and an Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 14 entertainer once a month who sings. This person is very popular with everyone. Trips out are organised using specially adapted taxis. The cost of these is usually shared between those people taking the trip. A trip is planned to Trentham Gardens shortly. No newspapers are delivered but we were told that staff would collect one if anyone wanted a newspaper The home offers people using the service the opportunity to take communion on a monthly basis. People living at the home are able to choose where or how they spend their day. They told us that they could go in either lounge, the conservatory or sit outside if they wanted to. People can choose to join in with activities or not. Discussions with people that lived there showed that they could choose when to go to bed and that staff would always ask them when they wanted to get up. We were told that visitors are welcome at anytime. One relative and another visitor we spoke to confirmed that they visit whenever they want to. A choice of two cooked meals is offered at lunchtime and alternatives are available if desired. All of the meals are ‘home-cooked’ and home-baked cakes and puddings are available. One member of care staff prepares meals each day. People told us that: “The food is nice” and “It’s usually alright.” Staff were seen assisting some people to eat their lunch. This was done in a sensitive manner. Lunch was observed and was seen to be a relaxing and pleasant experience. Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18. Quality in this outcome area is good. People are listened to and can feel assured that the home will act in their best interests and protect them from harm. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home has a complaints policy and procedure. People can find the complaints procedure in the Service User Guide and also displayed in the home. The home also has a “grumbles book” where people can highlight minor concerns before they become major issues. The home has not had any complaints since our previous inspection. People that we spoke to said they would discuss any concerns that they had: “With Jane (the manager)”. One person said that: “I found it very awkward at first not living in my own home. Jane was very kind and understanding in talking through the situation she is always kind and always listens”. People are supported to maintain their political right to vote, some people did up the opportunity. Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 16 Staff we spoke to said that they would highlight any concerns that they had to Jane the manager. All staff have had adult protection training. Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 20, 22, 23 and 26. Quality in this outcome area is good. The home is a homely, clean and comfortable place to live. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home is a large extended detached property that is clean, homely and well maintained. The home is set in large and pleasant grounds, which has both grassed and paved areas with garden furniture where people can sit if they wish to. A covered decking area and large garden pool hade almost been completed at the time of the inspection. Since our previous inspection all radiators and pipe work within the home have been covered to minimize the risk of burns to people living, working and visiting the home. Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 18 There is a large lounge come dining room, a small lounge and conservatory, which are suitably furnished and decorated. Bedrooms are on the both the ground and first floor, with a passenger lift accessing the first floor. There is one double room, which the people have made a positive choice to share. All bedrooms have ensuite facilities. Bedrooms have been personalised with the ornaments, small items of furniture and family photographs. The home provides people with a range of equipment to support them to be as independent as possible. There are grab and hand rails around the building. Hoists are available for moving people safely. The bathrooms provide sufficient aids and adaptations for those people who need assistance and support. The home is clean throughout. Additional care staff work between 10 and 2pm to clean the home. Staff were observed to use gloves and aprons to complete personal care tasks. The home has appropriate arrangements for the laundering of people’s clothing and linen. A recommendation that the home has a new washing machine with a sluice cycle has been addressed which will give better assurance that people are protected form the risk of cross infection. The recommendation that the home purchased foot operated bins to meet with infection control standards when disposing of incontinence wear has not yet been addressed. Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29 and 30. Quality in this outcome area is adequate. Staff who are well-trained meet peoples’ needs. Recruitment practices can be further improved to protect people from unsuitable people working at the home. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home is staffed with appropriate numbers and skill mix to meet people’s needs. Staff we met spoke positively about support and training they receive and were knowledgeable about peoples’ needs. We observed good interaction between staff and people living at the home. All staff that we spoke to either told us that they had a care qualification (minimum of National Vocational Qualification level 2) or were undertaking one. This gives confidence that staff are knowledgeable and understand peoples’ care needs. People were complementary about the staff and told us: “They are good”. Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 20 We did feel that it would be helpful for staff to wear name badges to make it easy to identify them. We recommended this at our previous inspection as well. Staff recruitment and selection is generally completed to the required standard. Required checks such as references and a criminal records check are undertaken before staff commence employment at the home. The manager has kept a record of the unique disclaimer number of the criminal record disclosure but has disposed of the criminal record check. We advised a need to keep checks of all staff employed since the previous inspection. Some staff are employed following a protection of vulnerable adults check before their criminal records check is received. It is recommended that a risk assessment be undertaken to give assurance that the risk of unsuitable people working at the home is minimised, as this is not currently undertaken. We were told that new staff have, induction training that meets the “Skills for Care” standards. Records of staff induction were available. Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35 and 38. Quality in this outcome area is good. The home provides good management and leadership to protect people living there. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The proprietor/manager has owned the home for fourteen years. The manager undertakes regular training to ensure her knowledge and skills are kept up to date and holds a required management qualification. She was fully aware of the needs of the people that lived there and provides good support to the staff. People told us that they found the Manager approachable: “We can talk to Jane about anything, she is so good”. Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 22 The home has a quality assurance process that covers all aspects of living within residential care. Surveys are sent out to people living at the home, their relatives and other interested parties. The manager confirmed the results are not presently evaluated or made available but she is intending to do this within a Newsletter that she is introducing. The home has worked hard to address all requirements made at the previous inspection. There are regular staff meetings. Staff supervision does take place but not as regularly as required. Staff do not manage any person’s personal allowance but look after small amounts of money on their behalf. Sampling showed that suitable records were being kept with receipts supporting most transactions. We did advise that they ask the visiting hairdresser to provide receipts. Balances we checked were all found to be correct. Staff all told us that they had regular mandatory training and there were records of training in the staff files that we looked at. All maintenance contracts seen were up to date. We saw records of the home’s hot water temperatures, fire system and fire drills and were satisfied these are being maintained to protect the people living at the home. Burleigh House DS0000004922.V366782.R01.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 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 3 x 3 x 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 2 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 x 18 3 3 3 x 3 X 3 x 2 STAFFING Standard No Score 27 3 28 3 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 x 2 x 2 2 x 3 Burleigh House DS0000004922.V366782.R01.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. RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 2. 3. 4. Refer to Standard OP9 OP26 OP27 OP29 Good Practice Recommendations There should be a record that creams and lotions are applied. The home should consider purchasing foot operated bins to meet with infection control standards when disposing of incontinence wear. The manager should provide staff with name badges to assist the people who use the service and visitors. Staff employed on a Protection Of Vulnerable Adults (POVA) first list check should have a risk assessment to give assurance that the risk from the employment of unsuitable people is minimised. Receipts should be available for all transactions of people’s money to increase financial protection. 5 OP35 Burleigh House DS0000004922.V366782.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection West Midlands West Midlands Regional Contact Team 3rd Floor 77 Paradise Circus Queensway Birmingham, B1 2DT 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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