Care Home: Carlton Dene Elderly Resource Centre

Similar services:

• Henry Nihill House
• Birchwood
• The Infirmary
• Orchard House Nursing Home
• St Josephs Rest Home
• Red Court Nursing Home
• Spinney (The)
• Queen Elizabeth House

What the care home does well The home provides a good service in some areas and an excellent one in others particularly regarding care planning, activities provided, quality of staff and the leadership of the Care Manager. The expert by experience likes how welcoming the home is, personal touches in the bedrooms, freedom of choice people have, encouragement to exercise it and activities provided. She also feels the diversity of the home, people who use the service and staff reflects the wider area it serves. What has improved since the last inspection? The main improvement areas are care planning, activities and medication administration recording. What the care home could do better: The home must continue to progress its already high standards and attend to minor details such as not leaving televisions on when no one is watching them and improve the library areas with more choice of books, particularly talking books. CARE HOMES FOR OLDER PEOPLE Carlton Dene Elderly Resource Centre 45 Kilburn Park Road London NW6 5XD Lead Inspector Wynne Price-Rees Key Unannounced Inspection 9th October 2008 09:30 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 Carlton Dene Elderly Resource Centre DS0000036330.V372722.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. Carlton Dene Elderly Resource Centre DS0000036330.V372722.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Carlton Dene Elderly Resource Centre Address 45 Kilburn Park Road London NW6 5XD 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) 020 7641 4890 0207 641 4836 anwaenie@westminster.gov.uk Westminster City Council Care Home 42 Category(ies) of Dementia (42), Old age, not falling within any registration, with number other category (42) of places Carlton Dene Elderly Resource Centre DS0000036330.V372722.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care Home only - Code PC 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 2. Dementia - Code DE The maximum number of service users who can be accommodated is: 42 2nd November 2007 Date of last inspection Brief Description of the Service: Carlton Dene is a purpose built home registered for up to forty-two older people, who may suffer with dementia, six of who can receive respite care. Westminster City Council is the proprietor. The home is well located for transport links, shops and other local amenities. It contains a day centre on the first floor. The home is laid out over ground and first floors with lift and stair access. It is accessible throughout for people who use wheelchairs or have restricted mobility. Each person using the service has their own room, access to suitably sized communal areas on each unit and there are adequate numbers of bathroom and toilet facilities. They can also use the well-appointed interior garden with sitting areas. Carlton Dene Elderly Resource Centre DS0000036330.V372722.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 3 stars. This means the people who use this service experience Excellent quality outcomes. The inspection was unannounced and took seven hours to complete over one day. An expert by experience accompanied us and her findings are included in this report. An expert by experience is someone who has direct experience of receiving a service. During the inspection we spoke with many people who use the service and some relatives to get their views and opinions of the service they receive. We also spoke with the Care Manager, staff and care practices were observed, records and procedures checked and a premises tour undertaken. We inspected all key standards and the information seen was triangulated with that gathered since the last key inspection including Regulation 37 notifications. Regulation 37 notifications inform us of any accident or incidents that affect people who use the service. This was compared with the AQAA information returned to us by the home before the inspection. An AQAA is an annual quality assurance assessment carried out by the home. The files of twelve people who use the service were case tracked. These were randomly picked from all units. What the service does well: The home provides a good service in some areas and an excellent one in others particularly regarding care planning, activities provided, quality of staff and the leadership of the Care Manager. The expert by experience likes how welcoming the home is, personal touches in the bedrooms, freedom of choice people have, encouragement to exercise it and activities provided. She also feels the diversity of the home, people who use the service and staff reflects the wider area it serves. Carlton Dene Elderly Resource Centre DS0000036330.V372722.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Carlton Dene Elderly Resource Centre DS0000036330.V372722.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 Carlton Dene Elderly Resource Centre DS0000036330.V372722.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): 3 and 6. People who use the service experience good outcomes in this area. This judgement has been made using available evidence including a visit to this service. The needs of people who use the service are fully assessed prior to moving in and they and their relations are able to visit to see if the service is what they need and want as part of the assessment procedure. Intermediate care is also provided. EVIDENCE: Whilst meeting with people who use the service during the inspection, they commented on the assessment procedure and opportunity to visit the service before deciding if they wished to move in. Carlton Dene Elderly Resource Centre DS0000036330.V372722.R01.S.doc Version 5.2 Page 9 The home has a thorough written assessment procedure that is the same for people who move in permanently and those who wish to have a respite stay. The twelve files of people who use the service demonstrated this is followed with full documentation present that enabled the home to identify if the needs of people who wish to use the service can be met and the home is suitable for them. Westminster City Council makes the referrals. This includes face-to-face assessments with people who may wish to use the service. It gives an opportunity to explain what the home does and does not provide to help people decide if the home is right for them. “I had a look around before I moved in”. “I visited on my mother’s behalf”. The home invites people who use the service and their relatives to come and visit, where possible, before deciding if they want to move in. The home has a number of repeat respite stays and knowledge from previous visits is included in the assessment process as well as contributing to care plans. Carlton Dene Elderly Resource Centre DS0000036330.V372722.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): 7, 8, 9 and 10. People who use this service experience excellent quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. There are comprehensive care plans with information that shows how staff are supporting the people who use the service with their social, health, cultural, emotional, communication and independent living needs. People who use the service have their health care needs well met. The medication administration records were up to date and properly recorded with no gaps or errors. People using the service said they are treated with respect and their dignity observed. EVIDENCE: Whilst meeting with people who use the service during the inspection, they commented about their involvement in the planning of the care and support they receive. They also commented on if they felt their dignity and privacy were observed. Carlton Dene Elderly Resource Centre DS0000036330.V372722.R01.S.doc Version 5.2 Page 11 The twelve files we looked at included comprehensive care plans that covered all the areas required by the standards. They are initially based on assessment information provided and subsequently developed with the person using the service. “I look at my plan with staff”. The plans identify any issues, needs or wishes that need to be addressed. Plans are put in place to meet them and outcomes are recorded. The process works by having numbered goals linked to daily notes that are reviewed monthly. These are underpinned by risk assessments. We looked at specific needs and wishes identified with goals set and matched them with daily notes and monthly reviews. This showed us that the needs and wishes were being met and goals achieved. “I’m well looked after”. One new person using the service arrived the previous evening and the first care plan entry was in place the following morning. All health care requirements are included within the care plans and reviewed monthly or as and when required. Most people are registered with a GP attached to the home although they can keep their own GP if they wish. They also have access to community based health care services when needed. These include chiropodists, opticians and dentists. The medication administration records were checked for all people who are using the service. The records were up to date, correctly completed and there were no gaps present. This told us the written medication policy and procedure was being followed. “I feel my dignity and privacy are recognised and I am respected”. This comment agreed with the care practices that we saw and general way in which staff treated people who use the service. “Don’t sit in this chair it is very low, let me get you a better one”. One person who uses the service had a cardigan wrongly buttoned up and a staff member said “Let me help you with that” explaining what was wrong, what they needed to do and gaining permission to do it before re-buttoning the cardigan. The funeral for a person who had used the service took place when we visited and people who use the service and staff, who wished, attended the service to pay their last respects. Carlton Dene Elderly Resource Centre DS0000036330.V372722.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): 12, 13, 14 and 15. People who use the service experience excellent quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People who use the service have their preferences observed and their social, cultural, religious and recreational needs and interests met, meaning they have fulfilling lifestyles. They can also choose from a variety of meals geared to their individual tastes. People who use the service are encouraged to maintain contact with friends and relatives as they wish to enhance their social lives. EVIDENCE: Whilst meeting with people who use the service during the inspection, they commented about their daily lives, meals, family contact and activities available to them. The home employs an activities co-ordinator who provides a wide range of activities for people who use the service to choose from. “I enjoy the mobility Carlton Dene Elderly Resource Centre DS0000036330.V372722.R01.S.doc Version 5.2 Page 13 sessions”. They range from group activities that everyone can join in with to specific one-to-one sessions such as memory joggers based on the social history of the individual and games. Particularly popular are the live music with Brian sessions, art, Friday tea parties and a photography session provided by the son of a person who uses the service. The units provide their own activities daily and there is also group bingo and quizzes. Trips to parks, urban animal farms and nature reserves take place on Tuesdays with transport provided by the day centre. Some people were attending a concert at Eaton Square during the evening when we visited. “I think the activities are excellent”. Care staff work hard to include people who use the service that don’t normally participate by taking time to find out what they would really like and considering their social history profiles. Photographs of what people do during the day also help identify choice. What makes the activities work is that staff and people treat each other equally and this gives activities a real group feel. They encourage people to try an activity and if they don’t like it they don’t have to do it again. People with dementia are encouraged to join in by having activities clearly explained and repeated to them. They have benefited from care staff having more time to spend on one-to-one sessions, as cooking and cleaning are not part of their job. Good community contact is maintained through friends of Carleton Dene and people are able to visit places of worship if they wish or services are held on the premises. A relative says “My little daughter visits and she has made two friends that she sings to”. A visit from the local primary school has also taken place. The expert by experience felt the home was very diverse for people who use the service and staff, reflecting the wider area it served. People who use the service and their relatives are also asked for suggestions, feedback and participation. There is a food committee made up of people who use the service, staff and the chef where menu suggestions are discussed. The menu demonstrated a good selection of balanced and healthy meals are provided. The meals during our visit were well presented and appetising. “The food is very good”. There are also lots of drinks and biscuits served during the day. The home has a hairdressing salon and the hairdresser visits two weekly. People who use the service can also do their own laundry if they wish. The expert by experience was pleased to see that great trouble was taken to keep people’s laundry separate so clothes did not get mixed up. She also thought the clothes were fresh and clean. Carlton Dene Elderly Resource Centre DS0000036330.V372722.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): 16 and 18. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People who use the service can feel confident they are listened to and their complaints and concerns investigated with outcomes. They are well protected by the home’s adult protection procedures. EVIDENCE: Whilst meeting with people who use the service during the inspection, they commented on how they feel about the way the home deals with their concerns, complaints and if they feel safe living there. There is a comprehensive complaints policy and procedure that people who use the service and staff confirmed they have seen and understand. This was on display in the entrance hall. “If I had a complaint I would talk to staff or directly to the manager”. Any complaints made are recorded with outcomes. There were two complaints recorded, one of which was difficult to investigate, as it was anonymous, although the procedure was followed whilst the other is a Pova complaint being investigated by the police. Pova is the protection of vulnerable adults. Carlton Dene Elderly Resource Centre DS0000036330.V372722.R01.S.doc Version 5.2 Page 15 The complaints records are checked monthly as part of quality assurance to identify any emerging patterns. “I feel safe living here”. There is an adult protection policy and procedure that staff confirmed they have understood and all staff have received adult protection as part of induction with annual refresher courses. They are also CRB checked before starting work. CRB is the Criminal Records Bureau. There is a whistle-blowing procedure that staff confirmed they have access to and know how to use. Any monies kept on behalf of people who use the service are fully recorded with deposit, withdrawal, balance and receipt. A sample of money kept on behalf of people who use the service was compared to the records kept and tallied. “I have access to my money when I want it”. Carlton Dene Elderly Resource Centre DS0000036330.V372722.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): 19 and 26. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. A safe, homely and comfortable environment is provided for people who use the service to live in, with access to an interior garden area. Everyone has their own bedroom and there are suitable shared areas that can accommodate everyone comfortably. EVIDENCE: Whilst meeting with people who use the service during the inspection, they commented about where they live and if they felt safe, comfortable and happy there. Carlton Dene Elderly Resource Centre DS0000036330.V372722.R01.S.doc Version 5.2 Page 17 “I like living here”. We did a tour of the premises and found the home provided a comfortable, warm and safe environment to live in that matched its statement of purpose. It is well decorated and maintained. Everyone has their own bedroom that they are encouraged to personalise by bringing in personal possessions from home. One staff member was sitting with a person who uses the service, helping them to select furniture from a catalogue, as they wanted their room refurnished and redecorated. The unit communal areas are comfortable and about the right size to make them cosy. People who use the service also have access to a pleasant garden area that is located centrally within the home. There were plants and flowers throughout the home. There are ample toilets and bathrooms that are easily accessible to people who use the service. The home was clean, tidy and hygienic. The expert by experience likes the plants and greenery located around the home, thinks the bedrooms nicely personalised and good use made of corridors where pictures of people are displayed going on outings and participating in activities. The library areas could be improved with more choice of books, particularly talking ones and one small criticism was that televisions are left on with no one watching them. She also likes the home’s cat that walks around and is affectionately spoilt by people who use the service. Carlton Dene Elderly Resource Centre DS0000036330.V372722.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): 27, 28, 29 and 30. People who use this service experience excellent quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. There are well-trained, competent and diverse staff employed to meet the needs and wishes of people who use the service that have been properly vetted. People can be confident they are protected by the home’s robust recruitment policies and procedures. EVIDENCE: Whilst meeting with people who use the service and staff during the inspection, they commented about the staff and staffing at the home. “The staff are kind and helpful”. The home’s staff rota shows there are ample numbers of well trained staff on duty to meet needs of people who use the service at all times and this was reflected by the number of those on duty when we visited, number of activities taking place and positive way that staff support and encourage people who use the service. One person who uses the service has their own newspaper and asked a staff member to put their name on it. The staff member asked would you like me to put Elisabeth or Betty? Another person who uses the service was struggling to walk in a corridor. A staff member asked in a gentle way where the person’s stick was and Carlton Dene Elderly Resource Centre DS0000036330.V372722.R01.S.doc Version 5.2 Page 19 suggested that if they did not use they could fall. The walking stick was then found and given to them. The home has a thorough recruitment policy and procedure that meets equal opportunities legislation, the requirements of standard 29 and means people who use the service are safe and their needs professionally met. All staff are interviewed, have CRB and POVA first checks carried out before starting work and must provide references that are checked. One person who uses the service sits on the interview panel and this is rotated depending on interest expressed. The people who use the service decided between the two candidates for the activities co-ordinator post. Staff are issued with a code of conduct and practice during induction training and have access to a rolling training programme. This includes mandatory training in basic food hygiene, health and safety, fire, manual handling and first aid. 90 of staff currently holds NVQ level 2 awards, three have achieved level 3 and six are undertaking this qualification. NVQ is the national vocational qualification. Staff also have full access to training provided by Westminster City Council. Carlton Dene Elderly Resource Centre DS0000036330.V372722.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): 31, 33, 35 and 38. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The home is well managed in the interests of those who use the service and the quality assurance system is effective. Health and safety is well managed meaning that people who use the service live in a safe environment. EVIDENCE: Whilst meeting with people who use the service and staff during the inspection, they commented about the home’s management. “I find the Manager very kind, helpful and easy to approach”. The Care Manager is the same as at the last inspection, holds NVQ level 4 in Carlton Dene Elderly Resource Centre DS0000036330.V372722.R01.S.doc Version 5.2 Page 21 management, has been in post for a number of years and has extensive experience. The high level of excellent activities provided, records seen, professional caring staff team and observation of care practices suggest people who use the service benefit from good quality management that has their interests first. The quality assurance system is thorough, robust and incorporated as part of the overall council one. It contains identifiable performance indicators and action trigger levels. There is an annual business plan with set objectives and internal audits are carried out. These include monthly, unannounced regulation 26 visits with accompanying reports. Regulation 26 visits check that required quality service levels are met and are carried out by the provider’s representative. Medication audits have been added to the quality assurance system with one carried out by the home and the other by a pharmacist. Annual questionnaires are also sent to people who use the service to identify if they are satisfied with the service and any areas that can be improved on. Weekly health and safety checks take place throughout the building and are fully documented. Any problems are recorded, reported and there is a designated health and safety officer. The fire fighting equipment was being tested and serviced during our visit; fire alarms are tested weekly and fire drills take place quarterly. PAT tests take place annually or when electrical appliances are introduced to the home and fridge and freezer temperatures tested and recorded twice per day. PAT tests are tests of electrical appliances to make sure they are safe. A positive environmental health report was received the week before we visited. Full records are maintained of any monies held on behalf of people who use the service that include deposit, withdrawal, balance and receipts. Financial abuse is included in the safeguarding vulnerable adults training that staff receive. Carlton Dene Elderly Resource Centre DS0000036330.V372722.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 X X 3 X X 3 HEALTH AND PERSONAL CARE Standard No Score 7 4 8 3 9 3 10 4 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 4 14 4 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 4 28 3 29 3 30 4 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 X 3 X 3 X X 3 Carlton Dene Elderly Resource Centre DS0000036330.V372722.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? NO STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Carlton Dene Elderly Resource Centre DS0000036330.V372722.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection London Regional Office 4th Floor Caledonia House 223 Pentonville Road London N1 9NG National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Carlton Dene Elderly Resource Centre DS0000036330.V372722.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!