Care Home: Eastbury Manor

Similar services:

• The Shelley
• Springfield House
• Sutton Lodge Nursing Home
• St Helier`s Residential Hotel
• St Joseph`s
• Ridgemount
• Wingham Court
• Old Hastings House

What the care home does well The home ensures that all residents have an assessment prior to admission to the home and care plans and risk assessments are then written with the assistance of the residents and /or their representative. A visit to the home is also encouraged where possible. Mealtimes are unhurried and all meals are home cooked with an alternative option being available for each mealtime. Staff are available in the dining room to assist the residents with their meals if required. There is an efficient complaints procedure in place and the home`s processes and staff training should protect the residents in the event of an allegation of abuse. The location and layout of the home is suitable for its stated purpose. All areas of the home are accessible to residents. The home has a staff team that has the necessary skills and experience to meet the needs of the current residents and staff training is ongoing. The management and administration of the home is good with evidence of consideration being given to the residents`, and/or their relatives`, opinion. The current manager is newly appointed and an interim manager was in place prior to her appointment. The inspector received positive comments during this site visit, which included; `This is a very nice home, the best one I have come across`. `Staff are excellent they look after me so well`. `The food is very good, I always enjoy my meals`. What has improved since the last inspection? Three requirements were made following the last inspection in April 2007 and these have now been met. The statement of purpose has been updated to reflect the new manager and change of address for CSCI. The policy regarding the disposal of medicines has been implemented and all medicines are now signed for before they are removed for disposal. The missing tiles from the roof over the balcony have been replaced. What the care home could do better: One requirement has been made as a result of this key inspection and can be seen at the end of this report. All recruitment folders to be reviewed to ensure they contain all the necessary documentation in particular relating to any gaps in employment. CARE HOMES FOR OLDER PEOPLE Eastbury Manor The Street Compton Guildford Surrey GU3 1EE Lead Inspector Lesley Garrett Unannounced Inspection 10th April 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 Eastbury Manor DS0000017608.V361076.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. Eastbury Manor DS0000017608.V361076.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Eastbury Manor Address The Street Compton Guildford Surrey GU3 1EE 01483 810 346 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) eastburymanorall@bupa.com www.bupa.com BUPA Care Homes (BNH) Ltd Manager post vacant Care Home 33 Category(ies) of Old age, not falling within any other category registration, with number (33) of places Eastbury Manor DS0000017608.V361076.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. Of the 33 beds in this home, up to 5 beds may be used for short-term respite or short-term convalescent care. In respect of this service, Service users may be admitted from the age of 60 years. In respect of up to 5 service users receiving short-term respite or convalescent care, the age range may be from 50 years and over. 18th April 2007 Date of last inspection Brief Description of the Service: Eastbury Manor Nursing Home is a substantial detached property that has been converted to provide nursing accommodation for up to thirty-three service users. The home is owned by BUPA Care Homes. The home is located in the village of Compton, near Guildford, Surrey. The home is arranged on two floors with both chair lift and passenger lift access to the upper floors. 22 of the rooms are for single occupancy, nineteen of which have en-suite facilities. There are two double rooms with en-suite facilities. The home is situated in extensive grounds of seven and a half acres, which is mostly laid to lawn, and some areas of flowerbeds; there is also a large lake. Car parking facilities are available in the grounds. Fees at this home are in the range of £478 to £1339.50 per week. Eastbury Manor DS0000017608.V361076.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. This inspection of the care home was an unannounced ‘Key Inspection’. Mrs L Garrett Regulation Inspector carried out the site visit and the newly appointed manager represented the service. Also present during the inspection process was the home’s head of care and the registered manager from another BUPA home who is acting as mentor to the homes manager. For the purpose of the report the individuals using the service will be referred as residents, individuals or people who use the service. The inspector arrived at the service at 09:30 and was in the home for six and a half hours. It was a thorough look at how well the home is doing. It took into account information provided by the home and any information that CSCI has received about the service since the last inspection. The Commission did not send questionaires to people associated with the service. Instead the inspector spent time during the site visit talking to some of the residents and members of the staff team. The home had supplied the commission with a documented Annual Quality Assurance Assessement (AQAA) some detail of which has been included within the report. The inspector looked at how well the service was meeting the standards set by the government and has in this report made judgements about the standard of the service. Documents sampled during the inspection included the home’s care plans, daily records and risk assessments, medication procedures, staff files, a variety of training records, health and safety records and Regulation 26 recorded visits by the responsible individual. From the evidence seen by the inspector it is considered that the home would be able to provide a service to meet the needs of residents who have diverse religious, racial or cultural needs. Eastbury Manor DS0000017608.V361076.R01.S.doc Version 5.2 Page 6 What the service does well: What has improved since the last inspection? Three requirements were made following the last inspection in April 2007 and these have now been met. The statement of purpose has been updated to reflect the new manager and change of address for CSCI. The policy regarding the disposal of medicines has been implemented and all medicines are now signed for before they are removed for disposal. The missing tiles from the roof over the balcony have been replaced. Eastbury Manor DS0000017608.V361076.R01.S.doc Version 5.2 Page 7 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. Eastbury Manor DS0000017608.V361076.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 Eastbury Manor DS0000017608.V361076.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): 3&6 People who use the service experience good quality outcomes in this area. This judgement has been made using a range of evidence including a visit to the service. Prospective residents only move into the home following an assessment and feel confident that their needs can be met. EVIDENCE: The manager stated that prior to her appointment in February this year the head of care had carried out all of the pre-admission assessments. The manager also said that from now on she would also do some of the assessments. Three care plans were sampled and all pre-admission assessments were in place. A further assessment takes place on admission to discover if any changes have taken place during that period. The care plans are then Eastbury Manor DS0000017608.V361076.R01.S.doc Version 5.2 Page 10 generated from these assessments. All residents have a service user guide and statement of purpose. The statement of purpose is kept in each bedroom and the manager stated these will be updated top reflect the change of manager. The home does not provide intermediate care beds. Eastbury Manor DS0000017608.V361076.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 & 10 People who use the service experience excellent quality outcomes in this area. This judgement has been made using a range of evidence including a visit to the service. Health and personal care that residents receive is based on their individual needs. Respect, privacy and dignity are maintained at all times with medication procedures followed. EVIDENCE: Three individual plans of care were sampled. They were found to be of a good standard with clear documentary evidence that the resident /and or their representative had been consulted. The plans contained assessments and then individual care plans drawn up which included personal care needs. Suitable risk assessments are in place for all areas of the residents’ daily lives in order to promote independence whilst ensuring personal safety and wellbeing. Daily records were also in place, which were clear to read, and contained the staff signatures. Eastbury Manor DS0000017608.V361076.R01.S.doc Version 5.2 Page 12 The manager stated that all the residents are registered with a general practitioner (GP) and if they are able to residents can retain their own GP. The manager said that the GP visits the home every week and if requested in between. Other health care professionals can be used and referral to specialist clinics also takes place, for example; the falls clinic. The home also benefits from visits from the opticians, dentist and chiropodist. The manager also said that three sessions a month of reflexology are also provided by the home if the residents wish to use this facility. The head of care said that the home has recently changed pharmacies for the supply of its medications so that it has a pharmacy that is closer to the home. The monitored dose system is used. The medication administration records (MAR) sampled were completed accurately with no gaps seen. The home has a protocol for hand written entries on the MAR and the staff were following this on the MAR seen by the inspector. The manager stated that the privacy and dignity of service users is maintained at all times. Most of the rooms are for single occupancy and are en-suite. Care is delivered in their own room or en-suite facility. The bedrooms that are shared have screens available to maintain the resident’s privacy for personal care. The preferred name that service users wish to be addressed by is documented in their notes. Staff were observed to knock on bedroom doors prior to entering. The manager stated that during the planned refurbishment locks would be provided for all bedroom doors. Eastbury Manor DS0000017608.V361076.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 & 15 People who use the service experience excellent quality outcomes in this area. This judgement has been made using a range of evidence including a visit to the service. Individuals who use the service are able to make choices about their lives and recreational activities meet their expectations. The food served at the home is of a high quality. EVIDENCE: The home employs an activity organiser who is responsible for the organisation of the activities within the home. The organiser stated that she has worked at the home for eight years but as an activity organiser for four years. The organiser stated that surveys of the residents had been taken to seek their views on the range of activities offered and if there was anything that they would like added to the programme. An activity programme is then developed. An activity programme was observed for the current week in reception. On the day of inspection some residents were in the lounge attending an exercise class. The activity organiser stated that all residents have the choice to attend an activity or not. Eastbury Manor DS0000017608.V361076.R01.S.doc Version 5.2 Page 14 Other activities offered by the home are arts and craft, indoor gardening, quizzes, sherry mornings and newspaper readings. For those residents wishing not to partake in organised activities the organiser visits their room on a one to one basis. The activity organiser said that every year BUPA organise a community tea party where people in the local community who are elderly and live alone are invited to the home. Eastbury Manor have just held theirs. She also said that the home has good ties with the local church and communion is held every month. The church bell ringers have also been visitors to the home. The local school has visited on special occasions, for example Christmas, to sing for the residents. The manager stated that families and friends are welcome to visit the home at any time with no restrictions on visiting times. The manager, and staff spoken to on the day, all confirmed that residents are given as much choice that is possible in their daily lives. The manager stated that the residents choose their lunch the day before but are able to change their minds up to the minute it is served if necessary. Carers in the home allow the residents to choose the clothes then are to wear that day and one resident stated ‘ the carer selects some outfits from the wardrobe for me to choose what I want on’. Post is delivered to their bedroom unopened and each room visited had been personalised. It was observed that residents could have their own furniture in their bedroom and pictures are hung on the wall for them if requested. The kitchen had an Environmental Health Officer inspection in February 2008 and was awarded five stars. The manager stated that the home’s area manager visits the kitchen every month to do a quality audit. The menu for the day is displayed outside of the dining room. One resident said ‘the food here is excellent and we have plenty of choice’. Cooked breakfast is always available on Saturdays but also on other days if requested. The home also has a night menu so that any resident has access to food twenty-fours a day. Every morning a member of the housekeeping team delivers a clean water jug, a glass and a small bowl of fruit to every resident’s bedroom. The housekeeper stated that each resident has a choice of which fruit they would like to have but said that grapes are very popular at the moment. Eastbury Manor DS0000017608.V361076.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 & 17 People who use the service experience excellent quality outcomes in this area. This judgement has been made using a range of evidence including a visit to the service. People living at the home are protected by the home’s complaints and safeguarding adults procedures. EVIDENCE: The manger stated that all residents and relatives have access to the home’s complaints policy. The policy was displayed on the wall. During a tour of the building all residents that were asked confirmed they would know how to make a complaint. The manager said that a complaints log is kept and the head office reviews this every month. Since the last inspection the home had received five complaints but all had been resolved within the timescales and documentation kept of the outcomes. No complainant has contacted the Commission with information concerning a complaint made to the service since the last inspection. The home has the local authority’s current multi agency safeguarding procedures and the home’s local policy matches these procedures. Staff spoken to had knowledge of the steps to follow in the event of witnessing any abusive behaviour and was also aware of the whistle blowing policy. Safeguarding training takes place regularly and staff spoken to confirmed this. The home’s training records also demonstrated that training had taken place. Eastbury Manor DS0000017608.V361076.R01.S.doc Version 5.2 Page 16 Eastbury Manor DS0000017608.V361076.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 & 26 People who use the service experience good quality outcomes in this area. This judgement has been made using a range of evidence including a visit to the service. The design and layout of the home enables people to live in a safe wellmaintained and comfortable environment. EVIDENCE: The atmosphere at the home was calm and quiet with some residents observed sitting in the lounge and some remaining in their bedroom. The location and layout of the home remains suitable for its stated purpose. The home is well maintained and all areas of the home, including the garden, are accessible to the residents. The AQAA states that the home is due for a major refurbishment. The manager stated that the refurbishment is now planned to start in the summer and that she will notify CSCI with expected start date. To help with the planning of this programme the home is not admitting any new Eastbury Manor DS0000017608.V361076.R01.S.doc Version 5.2 Page 18 residents so that they have the ability to move any resident to a different room, with consent, while decorating takes place. Training records observed and the staff spoken to confirmed that infection control training had taken place. The manager stated that this training takes place regularly and staff spoken to on the day had good knowledge of these procedures. Hand washing facilities were available to staff with liquid soap, gel and paper hand towels all in place. The home employs a member of staff to do the residents’ laundry. This member of staff demonstrated good knowledge of the infection control procedures. The laundry was small but clean and tidy. The head housekeeper also confirmed that she works at the weekend so that the laundry is covered seven days a week. Eastbury Manor DS0000017608.V361076.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 & 30 People who use the service experience good quality outcomes in this area. This judgement has been made using a range of evidence including a visit to the service. Staff in the home are trained, skilled and in sufficient numbers to support the residents in the service. Recruitment folders need to be reviewed to ensure that all parts of the employment process are documented. EVIDENCE: The home had a relaxed atmosphere and staff were observed to undertake their tasks in a quiet and orderly manner. The inspector observed staff interactions with residents all of which were professional and supportive. The staff in the home during the day were relaxed and calm with the residents. Comments received on the day were all positive about the staff in the home. One resident said ‘ I think of all the staff here as my friends’. This was also stated by another resident who said ‘ I have never received a hasty word from the staff I look on them as my friends’. The staff rotas were observed which confirmed that the home has appropriate staff for the residents that they have. The manager stated that dependency levels of all the residents are assessed and staffing levels can be changed if required. The rotas also confirmed that nurses and carers are also supported by other staff and these include a receptionist, who answers the phone, Eastbury Manor DS0000017608.V361076.R01.S.doc Version 5.2 Page 20 housekeeping team, which includes the head housekeeper, and a chef and kitchen staff. The manager stated that all staff receive induction prior to starting work and this is linked to a national induction programme for the National Vocational Qualification (NVQ). The manager stated that four carers have the NVQ at level 3 and that three members of staff are about to start their training. The manager stated that BUPA had recently changed their NVQ trainers so that the training had been suspended for a short time. This programme had just resumed and will now be ongoing. Three recruitment folders were sampled but it was observed that none of these folders had explanations for the gaps in employment. The manager stated that as she was new in post she had not had the opportunity to look at all of the employment folders to ensure that all the necessary documentation is in place. A requirement will be made at the end of the report that all folders be examined to ensure all necessary documentation is in place. The training records for the home were observed and confirmed that mandatory training takes place. Staff confirmed that they receive regular training and this included safeguarding adults, health and safety, manual handling and fire awareness. Eastbury Manor DS0000017608.V361076.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 & 38 People who use the service experience good quality outcomes in this area. This judgement has been made using a range of evidence including a visit to the service. The management of the home is based on openness and respect, and has an effective quality assurance system in place. EVIDENCE: The manager has been in post for two months and has previous experience in a care home and community services. She is a nurse and has completed regular training to keep her professional qualification active. The manager stated that BUPA would support her to gain the Registered Managers Award as soon as a date is available probably in November. Eastbury Manor DS0000017608.V361076.R01.S.doc Version 5.2 Page 22 Effective quality assurance systems are in place within the home and the manager stated that all residents are surveyed every year. The results are sent to an independent body and then sent to individual managers to prepare any action plan that may be needed. The home does not seek the views of visiting healthcare professionals, relatives or representatives of the residents and therefore this will be a recommendation at the end of the report. The manager stated that other quality checks are completed every month and this included incidents of pressure sores in the home. The area manager also visits the home every month and these visits are recorded and were seen during the inspection. It will be a recommendation at the end of the report that the management of the home re-visit the Regulation 26 requirement to ensure that the visits are unannounced and that the views of the residents are sought, as this was not documented. The manager spoke with the area manager during the inspection who stated that residents are spoken to but not recorded if there is no issue. The home employs a bursar who is responsible for the residents’ financial matters. Personnel allowance accounts can be kept for the residents and all withdrawals and deposits are recorded. The manager stated that the bursar keeps all receipts and these are available to the residents or their representatives. This was not examined during the inspection as they are computer records and the manager does not keep any money. Review of documented records, which included those kept at the home and the AQAA, demonstrated that health and safety checks are routinely carried out at the home. All equipment examined on the day was properly maintained. The home employs a maintenance person who is responsible for the weekly fire alarm test and water temperature recordings and again documentation was available confirming this. Eastbury Manor DS0000017608.V361076.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 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 4 8 4 9 4 10 4 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 4 14 4 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 4 17 X 18 4 3 X X X X X X 4 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 3 X 3 X X 3 Eastbury Manor DS0000017608.V361076.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. No. 1. Standard OP29 Regulation 19 & Schedule 2 Requirement All recruitment folders to be reviewed to ensure they contain all the necessary documentation in particular relating to any gaps in employment. Timescale for action 10/06/08 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 OP33 Good Practice Recommendations It is recommended that the home seek the views of any stakeholders in the home to include visiting healthcare professionals, relatives and representatives of the residents. It is recommended that the management of the home look at the Regulation 26 requirement to ensure that visits by the responsible individual are unannounced and that the views of the residents are also sought and recorded. 2. OP33 Eastbury Manor DS0000017608.V361076.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Maidstone Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT 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 Eastbury Manor DS0000017608.V361076.R01.S.doc Version 5.2 Page 26 - 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!