Care Home: Clover Lodge Care Home

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What the care home does well People were observed relaxing in a warm and comfortable environment that is homely, clean and safe. A visiting relative says their relative "is very happy living in the home and has never had any problems". One visiting Community Nurse writes "The care staff are very courteous at all times" and they remain cheerful and provide a good service", they go on to say "People using the service are supported to live the life they choose". One person living in the home writes, "The staff are very helpful and nothing is to much trouble". Another writes, "We have regular residents meetings to discuss any issues". People were observed throughout the visit being treated with dignity and having their wishes respected. One person say`s "I have plenty of choice with meals", another says, " The meals are great". A sample of the lunchtime meal found it to be well cooked, well presented and tasty. Another writes, "the home is fresh and clean to a very high standard". A tour of the premises found it to be clean and maintained to a good standard. People said they like their bedrooms and have everything they need, one person was pleased to show the inspector their new television and mobile phone.Another person says, "There are lots of activities such as Bingo and Millionaire DVD and there are day trips which they really enjoy". To make sure peoples care needs can be met, these are assed before coming to live in the home. There are care plans telling care staff how people want to be cared for and supported and these are checked regularly, and people have a say in what happens to them. People are protected by the way staff are recruited and selected and proper checks are taken up before they are employed. People are also protected by the way medicines are dealt with and staff have been trained in how to give medicines safely. The Pharmacist also checks the medicines regularly. What has improved since the last inspection? Further information has been added to the Service User Guide to make sure people have the information they need about the services provided. To make sure people medicines are safe the manager and the Pharmacist check them regularly and all staff giving medicines, trained to do so safely. Peoples` social needs are now reflected in their plan of care and they have a say in how they live their day-to-day lives. What the care home could do better: People were observed throughout the visit having their choices respected and peoples` choices are reflected in their needs assessment and care plans. However, the daily records do not use descriptive words to reflect and show how people choose to live their lives on a day-to-day basis. Peoples` quality assurance questionnaires show they have the opportunity to comment on the quality of care and support provided. However, this information is not collated or what they say reflected in the quality assurance report. The acting manager said they are leaving the home by the end of August this year. The owner said they are currently recruiting a new manager. The law says residential care homes must have a registered manager. CARE HOMES FOR OLDER PEOPLE Clover Lodge Care Home 68a Humberston Avenue Humberston North East Lincs DN36 4SU Lead Inspector Tony Railton Key Unannounced Inspection 5th August 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 Clover Lodge Care Home DS0000002858.V368287.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. Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Clover Lodge Care Home Address 68a Humberston Avenue Humberston North East Lincs DN36 4SU 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) 01472 816183 01472 211785 clover.lodge@btinternet.com Mr Gilfred Robert Bebbington Mr Mark Gilfred Bebbington Manager post vacant Care Home 16 Category(ies) of Old age, not falling within any other category registration, with number (16) of places Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 6th August 2007 Brief Description of the Service: Clover Lodge Residential Care Home is a family-owned home situated in the village of Humberston, just outside Grimsby. It is within easy access to local bus routes. Clover Lodge provides a homely environment for up to sixteen people over the age of sixty-five years and under no other category. There is a well-maintained garden at the rear of the property with a patio area and a small courtyard at the side encompassing a water feature and pots of flowers. The home has parking spaces for approximately five to six cars at the side of the building. The home is a single storey building and has three shared and ten single bedrooms. Two of the single rooms and one of the double rooms have en-suite facilities. The home has a lounge, dining area and a conservatory. A new extension to the home was built a few years ago and the bedrooms within this prove popular because they lead directly onto the paved courtyard area. On the 5th August 2008 the acting manager said the fees for living in the home are £375 per week they also said extra charges are made for newspapers and hairdressing. Information about the home and its services can be found in the statement of purpose and service user guide, both these documents are available from the manager of the home. Or you can e-mail clover.lodge@btinternet.com . The latest inspection report for the home can also be obtained from the manager. Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This service has been given a Two Star rating, which means people living in the home experience good quality outcomes. This visit to the home started at 10.00 and ended at 14.00. During the visit there was the opportunity to speak to nearly everyone living in the home. The services provided were discussed with the Owners, the acting manager, the care staff, the cook, the domestic, and the activities co-ordinator. There was the opportunity to speak to one visiting relative and look at three peoples returned CSCI surveys’, one returned Community Nurse survey and three staff surveys. Other information considered included the service history, the previous inspection visit reports and information provided by the service and in particular the Annual Quality Assurance Assessment (AQAA). A tour of the premises was undertaken and there was the opportunity to sit and socialise with people living in the home and sample the lunchtime meal. This was a very positive and enjoyable visit and the inspector would like to take the opportunity to thank everyone living and working in the home for their hospitality and co-operation throughout the visit. What the service does well: People were observed relaxing in a warm and comfortable environment that is homely, clean and safe. A visiting relative says their relative “is very happy living in the home and has never had any problems”. One visiting Community Nurse writes “The care staff are very courteous at all times” and they remain cheerful and provide a good service”, they go on to say “People using the service are supported to live the life they choose”. One person living in the home writes, “The staff are very helpful and nothing is to much trouble”. Another writes, “We have regular residents meetings to discuss any issues”. People were observed throughout the visit being treated with dignity and having their wishes respected. One person say’s “I have plenty of choice with meals”, another says, “ The meals are great”. A sample of the lunchtime meal found it to be well cooked, well presented and tasty. Another writes, “the home is fresh and clean to a very high standard”. A tour of the premises found it to be clean and maintained to a good standard. People said they like their bedrooms and have everything they need, one person was pleased to show the inspector their new television and mobile phone. Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 6 Another person says, “There are lots of activities such as Bingo and Millionaire DVD and there are day trips which they really enjoy”. To make sure peoples care needs can be met, these are assed before coming to live in the home. There are care plans telling care staff how people want to be cared for and supported and these are checked regularly, and people have a say in what happens to them. People are protected by the way staff are recruited and selected and proper checks are taken up before they are employed. People are also protected by the way medicines are dealt with and staff have been trained in how to give medicines safely. The Pharmacist also checks the medicines regularly. 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. Clover Lodge Care Home DS0000002858.V368287.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 Clover Lodge Care Home DS0000002858.V368287.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 using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit to the home. To make sure the home can meet peoples care needs, these are assessed before coming to live in the home. The home does not provide a specialist service solely for intermediate care. EVIDENCE: A sample of three peoples records show they have their personal and healthcare needs assessed before coming to live in the home. This is to make sure the service can meet peoples’ needs. The manager confirmed this. So people have the information they need about the services the manager said the Service User Guide has been improved. One survey returned to the CSCI says “Staff are very helpful with information about Clover Lodge”. The manager confirmed the home does not provide a specialist service for rehabilitation or intermediate care. Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 9 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 using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit to the home. People have a say in what happens to them, they are treated with dignity and their wishes are respected. They are also protected by the way medicines are dealt with. EVIDENCE: People were observed throughout the visit being treated with dignity and having their wishes respected. One visiting Community Nurse writes, “All staff are very courteous at all times” they continue, “People using the service are supported to live the life they choose”. A sample of three peoples records show they are involved and have a say in their assessments and in planning how they will be cared for. The records show the way people are cared for is reviewed every month and any changes are recorded. Discussion with people living in the home found them to be happy with the care provided with most saying they “have everything they need” and they are “well cared for”. A visitor said their relative is “very happy” and “never had any problems”. Three returned CSCI surveys show people are happy with the services provided and feel the home meets their personal and healthcare needs. Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 10 People are protected by the way medicines are dealt with, as sample of peoples’ medicines was checked and found to be correct. Staff training records show they are trained to give medicines safely. The Pharmacist visit report dated 6th February 2008 shows the medication systems in the home are safe. The manager said they also check the medicines monthly to make sure they continue to be safe. The medicine round was observed and was found to be safe, it also showed people being treated with dignity and having their wishes respected. The assessments and care plans show peoples choices and preferences and people were observed throughout the visit making decisions about how they live their lives. However, the daily records do not contain descriptive words to reflect and show peoples choices, preferences or any decisions they make on a day-to-day basis. Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 11 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 using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit to the home. Peoples’ lifestyle matches their expectations and they enjoy a choice of a varied and balanced diet. EVIDENCE: The cook said people living in the home eat really well and enjoy the meals provided. Three returned CSCI surveys show people are happy with the meals provided one says, “I have plenty of choice with meals”, another, the “meals are very good”. People on the day of the visit said “the food is wonderful”, “I get to much to eat,” “ The meals are lovely”. The inspector sampled the lunchtime meal that was found to be well cooked, well presented and tasty. People were observed enjoying their lunchtime meal, in a relaxed and unhurried manner pleasant surroundings. The menus showed people living in the home have a choice of a varied and balance diet. To make sure peoples dietary needs are met records show everyone has a nutritional assessment. The cook is to be commended for there efforts in providing and maintaining such good standards of meals within the home. The manager said activities are organised on a regular basis. Discussion with the activities co-ordinator confirmed this. Peoples’ records show they can and do participate in a range of activities arranged throughout the week. Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 12 One returned CSCI survey says “Activities are available such as Bingo, Millionaire DVD and day trips which I really enjoy”. One person was pleased to show the inspector the Tomato plants they are growing in the garden. Others were observed enjoying a game of Bingo and some taking advantage of the visiting Hairdresser. The Hairdresser said they enjoy coming to the home and the people are “great”. One visiting Community Nurse writes, “People using the service are supported to live the life they choose”. People were observed exercising their rights having their wishes respected and making choices. However, the daily records do not contain descriptive words to reflect and show the choices people make. Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 13 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 using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit to the home. People know their comments will be listened to, taken seriously and acted upon. People are protected by the Safeguarding policies and practices. EVIDENCE: The service history and Annual Quality Assurance Assessment (AQAA) show the home has not received any complaints or had to make any Safeguarding referrals to the Local Authority. The manager and owner confirmed this. The manager said all staff has Protection of Vulnerable Adults (POVA) training. The staff training records confirmed this. People have access to the complaints policy and procedure that is displayed in the home. One residents’ returned CSCI survey says “We have regular residents meetings to discuss any issues”. This was confirmed by people living in the home and by the minutes of the residents meetings. Discussion with people in the home found they know how to make a complaint but have never had to do so. One person says, “There’s nothing to complain about”. Another says they would “Talk to the staff as they a very caring”. Another said they would “speak to the manager”. One visitor said their relative “is very happy” and there have “never been any problems”. Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 14 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 using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit to the home. People live in a comfortable relaxed environment that is clean and safe. EVIDENCE: One returned CSCI survey say’s “The home is fresh and clean to a very high standard”. A tour of the home confirmed this. Discussion with the Domestic found they have everything they need to keep the home clean and they said they are proud of the standard of cleanliness in the home. The domestic and care staff are to be commended for there efforts in maintaining such good standards of cleanliness throughout the home. Discussion with people living in the home found them to be very happy with their bedrooms and the services provided. One person said their room is “wonderful” and they have “everything they could ever need”. Another was pleased to show the inspector their new television and mobile phone. All bedrooms are personalised and people were observed to be very comfortable and happy. Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 15 To make sure people are safe the manager said regular health and safety checks are completed including Fire alarm and emergency lighting. The maintenance records confirmed this. To make sure people are safe the manager said all staff has Health and Safety, Moving and Handling and Infection Control training. The training records confirmed this. Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 16 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 using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit to the home. The numbers and skill mix of staff meet peoples’ needs and they are protected by the way staff are selected and recruited. EVIDENCE: A visiting Community Nurse writes “All staff are very courteous at all times, they remain cheerful and provided a good service”. Three returned CSCI surveys show they are very happy with the care staff, one writes “Staff are very helpful with information about Clover Lodge”, another says “Staff are very helpful and nothing is to much trouble”. Throughout the visit positive relationships were observed being fostered between staff and people living in the home. The manager said to make sure peoples needs are met there are enough staff planned to be on duty. The staff rotas confirmed this. On the day of the visit staff were observed to be available in sufficient numbers to meet peoples needs’ in a relaxed and unhurried manner. The manager said there is now a training and development plan for all staff that shows the training staff have completed and are scheduled to attend. This training includes Health and Safety, Safe Administration of Medicines, Safeguarding, First Aid, Food Hygiene, COSHH (Control of Substances Hazardous to Health, and Dementia Care. The staff training records confirmed this. Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 17 People are protected by the way staff are recruited and selected as a sample of staff records show they have police and POVA (Protection of Vulnerable Adults) list checks and references before they are employed. People are cared for by qualified staff as the records show 64 of staff have completed or are undertaking National Vocational Qualifications (NVQ) Level 2 or above. The manager confirmed this, staff training records and previous inspection visit report. Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 18 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 using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit to the home. People live in a well managed home that is run in their best interests, however, people are asked their opinion about the services provided but what they say is not published. EVIDENCE: Peoples’ personal and healthcare needs are met as the care management systems including assessments, care plans, reviews and medical and medication records are good and make sure people are safe. People are also protected by the way staff are selected and recruited and training is provided for staff to make sure people living in the home are safe. The manager of the home said they remain unregistered, however, they plan to leave the home by the end of August 2008. The owner said they are interviewing people for the vacant managers post the week of this visit. The inspector reminded the owner that the law says the home needs to have a Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 19 registered manager and an application to register needs to be made as soon as a new manager is appointed. One returned CSCI Survey says’, “We have regular residents meetings to discuss any issues”. The minutes of the residents meetings confirm this and show people have the opportunity to comment on the quality of the services provided. The homes returned residents’ quality assurance questionnaires show people have the opportunity to comment on the quality of the services provided. However, the manager said this information has not been collated or a report provided telling others what they think about the home. The minutes of the staff meetings show they have the opportunity to comment on the running of the home. However, the manager said there is no staff questionnaires provided as part of the quality assurance assessment. Staff said with only been a small home any issues are discussed with the manager on regular if not daily basis. Two returned CSCI staff surveys show they feel peoples care needs are met and they feel supported in the work they do. People are protected by the way their finances are dealt with as three peoples finances were checked and found to be correct and accurately recorded. Peoples Health, Safety and Welfare are promoted and protected as the maintenance records and staff training records show people live in a safe home and are cared for by trained staff. Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 20 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 N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 2 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 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 X 2 X 3 X X 3 Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 21 Are there any outstanding requirements from the last inspection? 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. 3. Standard OP31 Regulation 8 and 9 Requirement The law says the registered provider must make sure an application to register the new manager of the home is submitted to the Commission, so that people know they are living in a home that is run by a registered, qualified and competent manager. Timescale for action 01/12/08 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 OP7 Good Practice Recommendations The evidence shows people living in the home make choices about how they live their daily lives, however, descriptive words should be used in the daily records as they are in the assessments and care plans, to reflect and provide evidence of peoples choices and preferences. The evidence shows people are treated with dignity and their wishes are respected however descriptive words should be used in the daily records and record of activities DS0000002858.V368287.R01.S.doc Version 5.2 Page 22 2 OP14 Clover Lodge Care Home 3. OP33 to reflect peoples choices , preferences and any decisions they make about their day-to-day lives. As part of quality assurance the opinion of people using the service, their relatives, staff and other visiting professionals should be sought through quality assurance questionnaires. The information gathered through the quality assurance questionnaires should be collated and a report provided showing others what people think about the services provided. The report should also include any action taken by the home as a result of the comments received. 4 OP33 Clover Lodge Care Home DS0000002858.V368287.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection North Eastern Region St Nicholas Building St Nicholas Street Newcastle Upon Tyne NE1 1NB 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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