Care Home: Elmcroft

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What the care home does well Each person who lives at the home has had their needs assessed to make sure the home can give them the care and support they need. Information is available to help people make an informed choice about the service before they decide to use it. All of the people have care plans which give some information to staff about how to support them and meet their needs. The staff at the home treat the people as individuals and support them to live the life they choose as much as possible, so they will have new experiences and know that their opinions are valued. People who live at the home experience a variety of activities. This gives them choice, as well as building their self-esteem and confidence. The home is clean, warm and pleasantly furnished so the people who use the service have a comfortable place to live. The home has procedures for staff for the administration and recording of medication. This is to make sure the people who live at the home receive their medication when they need it and at the correct times. The home has procedures for dealing with complaints so any disputes are settled quickly so good relationships are maintained. The home has adult protection policies and procedures for the staff to follow so they can protect the people who live there and keep them safe. Sufficient staff are employed at the home to meet the diverse needs of the people who live there. The staff are trained so they know how to provide the people who live at the home with good care. What has improved since the last inspection? The home provides the people who live at the home with a good service which supports them and meets their needs. What the care home could do better: The personal care plans should have enough detail to let staff know how to meet the peoples needs and support them in the way they would like at the same time promoting each person independence.Records of when staff receive fire instruction need to be kept to confirm that all staff are competent at keeping the people at the home safe in the event of a fire. A record in sufficient detail of all food provided to the individual people at the home would allow any person inspecting the record to determine whether their diet is satisfactory. This would help to make sure that the people at the home remain healthy. If the staff have individual supervision at least six times a year this will mean they receive the support they need to meet the needs of the people they care for. Records of the checks carried out when staff are recruited need to be kept so the person managing the home can be sure that only suitable people work there. This will keep the people who use the service as safe as possible. If the homes quality assurance systems were improved this would make sure that the home continually improves the service it provides to the people who live there. CARE HOME ADULTS 18-65 Elmcroft 75 Washington Crescent Newton Aycliffe Durham DL5 4BE Lead Inspector Hilary Stewart Key Unannounced Inspection 30th July 2008 07:45 Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 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 Elmcroft DS0000007596.V368777.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 Adults 18-65. 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. Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Elmcroft Address 75 Washington Crescent Newton Aycliffe Durham DL5 4BE 01325 307479 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) Mr Ian Thomas Patterson Mrs Nicola Jayne Morgan Care Home 3 Category(ies) of Learning disability (3) registration, with number of places Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 24th July 2006 Brief Description of the Service: Elmcroft provides residential care services for up to 3 adults in the Category of Learning Disability (LD). It is part one of a small group of homes owned by the Registered Provider Mr Ian Patterson. The home is located in a residential part of Newton Aycliffe and within walking distance of the town centre and its amenities. It is a small terraced house in a street of similar housing. The accommodation at Elmcroft comprises of 3 single bedrooms, a communal bathroom, a kitchenette and a lounge/ dining area. There are small garden areas to the front and rear of the house, but there are no dedicated car parking spaces. The home charges £420.50p per week. Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 stars. This means the people who use this service experience good quality outcomes. Elmcroft is one of four homes owned by the same organisation. Although the home has a registered manager it is being managed by another person, as are some of the other homes. Some records, which relate to Elmcroft, are kept at another one of the homes. The person managing the home said that the home hopes to change to an independent living scheme in the near future. Before the visit: We looked at: • Information we have received since the last visit. • How the service dealt with any complaints, concerns and safeguarding issues. • Any changes to how the home is run. • The provider’s view of how well they care for people. • The views of people who use the service and the staff. The Visit: An unannounced visit was made on 23rd July 2008 but no one was at home. Another visit was arranged and took place on the 30th July 2008. During the visit we: • • • • • • • • • Talked with the staff and the manager. Spoke to some of the people who live at the home. Observed the people who live at the home. Looked at information about the people who use the service & how well their needs are met, Looked at other records which must be kept, Checked to see if the staff had the knowledge, skills & training to meet the needs of the people they care for, Looked around the building to make sure it was clean, safe & comfortable, Looked at information from the surveys that had been returned, Checked what improvements had been made since the last visit. We told the person who is managing the home what we found: Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 6 What the service does well: What has improved since the last inspection? What they could do better: The personal care plans should have enough detail to let staff know how to meet the peoples needs and support them in the way they would like at the same time promoting each person independence. Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 7 Records of when staff receive fire instruction need to be kept to confirm that all staff are competent at keeping the people at the home safe in the event of a fire. A record in sufficient detail of all food provided to the individual people at the home would allow any person inspecting the record to determine whether their diet is satisfactory. This would help to make sure that the people at the home remain healthy. If the staff have individual supervision at least six times a year this will mean they receive the support they need to meet the needs of the people they care for. Records of the checks carried out when staff are recruited need to be kept so the person managing the home can be sure that only suitable people work there. This will keep the people who use the service as safe as possible. If the homes quality assurance systems were improved this would make sure that the home continually improves the service it provides to the people who live there. 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. Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 2. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Comprehensive assessments are carried out before people receive the service, so plans can be made to make sure they get the care and support they need. EVIDENCE: The manager said that the people who live at the home have had their needs assessed before and after they move in. They assess the people when they move into the home and their care plans are based on what they find. A person can only move into the home if they are certain that their needs can be met there. If a person decides to move into the home they can visit before they move in permanently, so they can be gradually introduced to the other people who live there. The person in charge said that the other people who are already living at the home also have to decide if a person will be compatible with them. Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 and 9. Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. The home has care plans for each person who lives at the home. Some of the care plans do not have enough detail to inform staff fully how to meet the needs of the people at the home. People are supported to become more independent but at the same time staff look at the risks to keep them as safe as possible. EVIDENCE: The person in charge said that the people who live at the home are consulted as much as possible about their care plans. Records showed that each person has a care plan. Daily events are recorded in each individuals daily records sheets. Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 11 Each person’s care plan contained information for staff such as a strengths and needs list, a daily routine and employment timetable. Staff could describe how they work consistently with the people at the home but this was not recorded in sufficient detail in the care plans. For example one care plan had “has a bath staff go with them to help them wash their back and hair” but the plan did not go on to say what gender of staff or what type of support. For instance do they need to verbally prompt the person or wash their hair for them? Another person uses signs to communicate, details of the signs they use or how to communicate with this person was not written in their care plan. The care plans did not clearly show how staff are meeting the assessed needs of the people living at the home or how any progress they make is being monitored. The person in charge said that the care plans could be more comprehensive and up to date. They intend to update and improve the current care plans to include more person centred planning and better risk assessing. They also intend to have all staff trained in person centred planning by September 2008. Staff said that the people who live at the home are given choices as much as possible. They take part in planning the activities. Their timetable showed that they had different individual activities. On the day of the visit one person went to work at a gardening scheme another was working as a volunteer. People were observed going out. One person said, “ yes I am waiting to go to work”, another said, “ We do lots of different things”. The person in charge and staff said that they consult the people who live at the home as much as possible. They intend to look at different ways to make information more accessible to them such as easy to read and with pictorial images. The home has some general risk assessments about the home itself and also individual ones to support the people to have a more independent lifestyle. Reasons for any restrictions on the person’s movements were not recorded in the plan for instance if they cannot leave the home with out staff supervision. The manager said that they are in the process of making the risk assessments more comprehensive. Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16 and 17. Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. People at the home are supported by staff who value them, while maintaining links with their families and friends. This means they can have new experiences and interests and do not become isolated. EVIDENCE: The person in charge said that they provide the people at the home with meaning full activities, such as going to work, college, volunteer work or attending day centres. Staff said that the people who live at the home are given choices as much as possible. They have different activities and go out most days; some people were going out that morning. One person when asked said that they were going to work and was waiting for their lift. Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 13 Daily records show that activities take place, such as meals out, trips to the pub or club. The daily routines within the home are structured around the people who live there. Sufficient staff were on duty to enable them to take part in activities. The person in charge said that they arrange holidays and days out and that they actively seek new experiences for people to promote their independence. Staff said that they respect the privacy and they are aware of their rights of the people at the home. The people at the home looked relaxed and comfortable with the staff. A good-humoured rapport was observed between them. One person when asked about the home said, “It is all good”. Staff were also observed talking to the people at the home and asking their opinions before they went out for the day. People were also observed taking part in the domestic routines in the home, one person said that they had tidied their bedroom. The manager said that the meals served at the home are what the people who live there are known to like. They make sure each person has a varied healthy diet. They have a choice of meals and there is a written menu. A record of food served to people is not kept to confirm that their diet is satisfactory. Stocks of food were adequate and there was fresh fruit and vegetables. People who live at the home can have snacks and drinks at any reasonable time. The person in charge said that they get an adequate amount of money to buy food. One person said that they liked the food another said that they could eat what they wanted. The person in charge said and records showed that the people at the home are supported to keep in contact with their families and friends. They are encouraged to visit them as much as they want and staff support them to go out and visit their family and friends. One person said that they visited their family another used their mobile phone to contact people. Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 and 20. Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. People have personal support when they need it so they can be as independent as possible. Healthcare needs are met, which ensures that people stay healthy. Personal care plans did not have enough detail. EVIDENCE: The care plans identify the personal support that the people need with everyday tasks. Their likes and dislikes were recorded in their plans. Some need help with their personal hygiene but the care plans did not contain enough details about what they their needs are or how staff should support them. There is not sufficient information in the care plans for staff to support people appropriately if they have not worked with them before. The plans does not state for instance if male of female staff carry out the care or the type of support the person needs such as verbal prompts of physical support. Any progress made was not recorded either. The person in charge could describe how they meet the care needs of the people at the home but this was not Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 15 recorded in the care plans. They said that they intend to update all of the care plans and make them more comprehensive. Specialist support is available from psychologist/psychiatric services; dieticians and community-nursing services are used when needed. The person in charge said that all of the people at the home have their own choice of GP, optician and dentists. Records showed that they had attended health appointments with staff. The person in charge demonstrated the medication systems in the home. Records are in use to monitor the administration of prescribed medicines. Staff who are authorised to administer medicines are listed in the file and there is a copy of their signature. Records showed and the manager said that all staff have received training in the safe administration of medication or are in the process of doing so. Each person at the home has an individual medication plan with his or her photograph, as a safety measure. The person in charge said that some people can control their own medication. This has been assessed and was recorded on the medication care plans. Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23. Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. A satisfactory complaints procedure is in place. This means that complaints should be dealt with effectively so people know that their comments are taken seriously. Satisfactory protection procedures are in place to protect the people at the home from risk of harm. EVIDENCE: Policies and procedures are in place that demonstrates how the home responds to complaints. The person in charge said that the home had not had any complaints since the last visit. Staff actively encourage the people who live at the home and their families to tell them their opinions of the service as much as possible. All of the people have a copy of the complaints procedure called “ complaining about things” which was developed with the people who live at the home. The complaints procedure is in an easy to read format. The service currently has policies and procedures on safeguarding adults to inform staff what to do if they think a person at the home could be suffering from abuse. There is a copy of the Local Authority safeguarding adult’s procedures in the office. The person in charge could describe what actions they would take to safeguard the people who live at the home from potential abuse. They said that all staff have received training in how to protect vulnerable adults, records showed that Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 17 staff receive training in safeguarding adults. When asked if they felt safe at the home one person said, “yes” another said “I like living here I get on with the staff”. Staff said and records showed that staff receive training in how to manage peoples behaviour. The manager said that staff do not use physical intervention. Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 18 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24 and 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is comfortable, warm and clean so the people have a pleasant place to live. EVIDENCE: There are enough bathrooms and showers for the people who live at the home. The home is comfortably furnished. There is a laundry area for people to use. The bedrooms looked comfortable and the people who live at the home had personalised them. They had been made very individual. The home looked in a good state of repair, was clean and was odour free. Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34, 35 and 36. Quality in this outcome area is adequate This judgement has been made using available evidence including a visit to this service. Sufficient numbers of staff are in post to meet the diverse needs of the people who live at the home and they have opportunities for training so they know how to give them good care and meet their needs. Furthermore the home has recruitment procedures in place, which help to prevent risk of harm to the people who live there. Some records of checks could not be found and staff supervision was not happening at the required intervals. EVIDENCE: The person in charge and staff said that they receive training, which helps them with their work. Records showed that staff receive mandatory training, such as first aid, food hygiene and safeguarding adults training. The manager said that ten staff has vocational qualifications and three are working towards one. Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 20 Sufficient staff were on duty at the time of the visit. Staff confirmed and records showed that enough staff had been on duty in the home the previous week. All staff have been CRB (Criminal Records Bureau) checked at an enhanced level to make sure they are suitable people to work at the home. The person in charge said that they do see the original check. All staff go through a recruitment process and they cannot not start to work at the home until this is completed. Staff are interviewed and are only successful when they have two satisfactory references. Records showed that some checks had been carried out however some records were missing form the files so could not confirm that all checks had been carried out. Policies and procedures are in place for staff supervision. However the person in charge confirmed and records showed that staff are not having individual supervision as often as they should. Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39 and 42. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is well run and the opinions of the people who use the service are sought and valued as much as possible. Quality assurance systems are in place but are still being developed. This will help the service to shape the quality of the service and ensure it is run in their best interests. Fire safety records were not clear. EVIDENCE: Safety checks have been carried out on the equipment in the home; such as the central heating boiler. Records showed that accidents are recorded and the person in charge said that they check them regularly. They also said that they Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 22 have health and safety checks of the building to make sure it is maintained and safe. Fire safety risk assessments had been completed. The fire logbook showed that fire drills take place but it was not clear if fire instruction was as regular as it should be. People at the home said that fire drills take place. The person in charge said that they would make the records more clear in the future. Records also showed that regular training is provided for staff in fire safety, first aid, moving and handling. The person in charge said that the people who live at the home and their families are asked their views about the running of the home as much as possible. A quality assurance system is in place but is very limited. They intend to improve it so they can make development plans for the service. Elmcroft DS0000007596.V368777.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 Adults 18-65 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 X 2 3 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 2 35 3 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 2 3 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 2 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 3 X 2 X X 2 X Elmcroft DS0000007596.V368777.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 YA6 Regulation 15 Requirement The Registered Manager must make sure that care plans have sufficient detail and are accurate. A record must be kept of all food provided in sufficient detail so that any person inspecting the record can determine whether a persons diet is satisfactory The Registered Manager must make sure that they have the documents that must be kept of people working at a care home. Staff must receive fire instruction at the required intervals. The Registered Manager must make sure that staff have individual supervision at least six times a year. Timescale for action 31/10/08 2 YA17 17 31/10/08 3. YA34 19 31/10/08 4. 5. YA42 YA36 23 15 31/10/08 31/10/08 Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 25 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 YA39 Good Practice Recommendations It is recommended that the home undertake surveys of residents, visitors of visiting professionals to find out their views of the home and the care provided. Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 26 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. Extracts may not be used or reproduced without the express permission of CSCI Elmcroft DS0000007596.V368777.R01.S.doc Version 5.2 Page 27 - 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!