Care Home: Finn Farm Lodge

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What the care home does well There are good, clear assessments of need for individuals. Each person has a person centred plan that they have been involved in. The plans are colourful, have pictures, printed photos, symbols and clear writing to describe what is important to each individual, what they like to do, what they do not like, how they like to be supported, what they want in the future and how they plan to achieve it. There are good arrangements for support to enable service users to participate in activities in the community as independently as possible. Individuals are supported well to go on a holiday of their choice. The people living in the home are supported to maintain contact with their families. People are supported well to manage their own health care. The people living in the home are supported to express their views and concerns and say what they want to do. They are also well supported to develop their confidence and skills in social situations. There is a good staff training programme to support individuals with their health and social needs. The home is well managed with a good, positive culture of wanting to support the development individuals` independence and quality of lifestyle. What has improved since the last inspection? The home does not have a room that is solely for laundry, but the room where the washing machine is, now has washable flooring following the recommendation. The computer has been moved into a different part of the house following the recommendation. CARE HOME ADULTS 18-65 Finn Farm Lodge 2 Bathurst Road Folkestone Kent CT20 2NJ Lead Inspector Julie Sumner Unannounced Inspection 17th July 2008 12:00 Finn Farm Lodge DS0000032336.V367456.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 Finn Farm Lodge DS0000032336.V367456.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. Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Finn Farm Lodge Address 2 Bathurst Road Folkestone Kent CT20 2NJ 01303 252821 F/P 01303 252821 finn.farm.lodge@craegmoor.co.uk www.craegmoor.co.uk Parkcare Homes Ltd 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) Miss Natasha Lydia Jane Pryke Care Home 6 Category(ies) of Learning disability (0) registration, with number of places Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category/ies of service only: Care home only - (PC) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: 2. Learning disability (LD). The maximum number of service users to be accommodated is 6. Date of last inspection 17th July 2006 Brief Description of the Service: Finn Farm Lodge is registered to provide care for up to six adults with a learning disability. The Home is owned by Park Care Homes and the Registered Manager is Natasha Pryke. The home aims to provide accommodation for adults with learning disabilities who are working towards independent living. Finn Farm Lodge is a detached property with accommodation on two floors in a residential area of Folkestone. All bedrooms are single and are en-suite. There is a large kitchen, a spacious communal lounge and a dining area. All local amenities and public transport are within easy reach of the Home. The current fees for the service at the time of the visit range from £992.00 to £1773.00. Information on the home’s services and the CSCI reports for prospective service users will be detailed in the Statement of Purpose and Service User Guide. Finn Farm Lodge DS0000032336.V367456.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 star. This means the people who use this service experience excellent quality outcomes. This report is based on information received about Finn Farm Lodge including an annual quality assurance assessment (AQAA) completed by the registered manager and a visit to the home lasting just over 5 hours. The visit was unannounced, which means that the people living in the home, staff and homeowners did not know that we (the commission for social care inspection CSCI) were calling. Information was gathered for this inspection in a variety of ways throughout the year since the last inspection visit and during the visit to the home. The visit included talking with people living in the home, the manager and staff. General observations were made during the day of how people are supported. There was a tour of the building and various records were inspected. The people living in Finn Farm Lodge were able to participate in the inspection by having conversations about their lifestyle and what they have been doing, showing us around their home and showing us their person centred plan and other information. There were no requirements from previous inspection visits and none were made at this one. What the service does well: There are good, clear assessments of need for individuals. Each person has a person centred plan that they have been involved in. The plans are colourful, have pictures, printed photos, symbols and clear writing to describe what is important to each individual, what they like to do, what they do not like, how they like to be supported, what they want in the future and how they plan to achieve it. There are good arrangements for support to enable service users to participate in activities in the community as independently as possible. Individuals are supported well to go on a holiday of their choice. The people living in the home are supported to maintain contact with their families. Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 6 People are supported well to manage their own health care. The people living in the home are supported to express their views and concerns and say what they want to do. They are also well supported to develop their confidence and skills in social situations. There is a good staff training programme to support individuals with their health and social needs. The home is well managed with a good, positive culture of wanting to support the development individuals’ independence and quality of lifestyle. 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. Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 7 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 Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 8 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 People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. No one is admitted to the home until a full needs assessment has been made. EVIDENCE: The statement of purpose is on display in the reception of the home. All the people living in the home have a service user guide. Assessments are completed before admission to assess the risks involved on health and activities. A person living in the home described his experience of moving in. He said he was able to visit the home and meet everyone before making a decision to move in. He said he liked it straight away and said its been good living here. Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 9 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, 9 People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The people living in the home are in control of their lives and they direct the service. Any limitations on freedom and choice are always in the person’s best interests. EVIDENCE: Everybody living in the home has a person centred care plan. The plans are written yearly with each person and are reviewed monthly and when changes are needed. The people living in the home write parts of the plan themselves or decide with the support worker what is written in them. Care plans are reviewed with social services when they are available to attend reviews. One of the people living in the home showed us his person centred care plan. He said he is supported really well to do what he wants. Most of the people living at finn farm lodge are independent but are advised on how to behave whilst out and who to contact if needed. They manage their own finances with support to make sure they are able to meet important Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 10 financial commitments and save for holidays and special occasions. One person said he would like to have all his money but he knew that it would be spent too quickly on the wrong things so he was happy to accept the support. He and another person spoke about how they are learning to budget. The people living in the home are given support to maintain or develop independence. The risk for each activity is assessed to determine the level of support needed and to protect individuals from harm. We looked at some of the risk assessments in the folders. They demonstrated that the home have a ‘can do attitude’ and find ways to support the person. The guidelines for any restrictions and what staff are to do are in the person centred plan. Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 11 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, 17 People who use the service experience excellent quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Central to the home’s aims and objectives is the promotion of the individual’s right to live an ordinary and meaningful life appropriate to their peer group. The service actively supports the people living in the home to be independent and involved in all areas of daily living. EVIDENCE: All people living in the home have a time table of activities which show college, cooking activitiy, household tasks, laundry days, amongst others. Four people living in Finn Farm Lodge have college placements, two people have work placements. The people go to the Gym, shops, cinemas, pubs, when they choose to. One service user goes banger racing which he spoke about. One person said he has an national vocational qualification in cooking which he enjoys. Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 12 Go on holiday have to get the brochures and decide where they want to go and save for their holiday. all have the option a a holiday at least once a year, 1 service user does not like going away so he has days out, the other service users went to Zante last year, at present they have not decided yey on where to go, or if they want to go. Family members are welcome to visit, but as some are so far away the home takes the service users home for visits two or three times a year for a week or so. One person was getting ready to go home to his mum’s and spoke about his plans. The service users are able to develop personal relationships if they so choice and information given to make decisions. Another person spoke about meeting his friends at the disco each week. He is also planning to have his friends over to help celebrate his birthday. People living in the home and staff are fully aware that no-one is to enter their rooms without gaining permission, if staff enter a room whilst a person is out, for example to test water temperatures, then an form is completed as to why. All people living in the home have there own bedroom key. And four out of the five people living there have a front door key. Meals are planned every month. There is a daily menu that is displayed in the home both in the kitchen and in the dining room. One person said there are always alternatives if they don’t want anything on the menu. Mealtimes are flexible and arranged around individuals’ activities. People living in the home take it in turns to cook the meals. They can eat at the dinning table, lounge or in their bedroom. Refreshments and snacks are freely available throughout the day and it is not necessary to ask for permission. Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 13 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, 20 People who use the service experience excellent quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People living in the home are effectively supported to manage their own personal care and healthcare using a person centred approach. EVIDENCE: None of the people currently living in the home need any physical support with their personal care. The staff team do verbally prompt individuals when they need to do. They may at times be prompted to buy toiletries before they run out. Individuals choose their own clothing with occassional guidance from staff on the weather. All people living in the home are registered with a GP, some attend independently, others with support from staff depending on the circumstances. All have a dentist and optician, but not all wish to attend. Psychiatrists and psycologists are brought in when needed, to meet the needs of the person. One of the people said if he has gone to the Doctors and been prescribed pain killers or something, he will go to the section of Boots that organises the Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 14 blister packs and ask for a record sheet and blister pack. All people living in the home have medication cupboards in their own rooms. One person spoke about his medication, which he manages almost independently just having verbal support and staff checking daily that he has taken it. The manager audits all medication to make sure there have been no mistakes. Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 15 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, 23 People who use the service experience excellent quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The home has an open culture where individuals feel safe and supported to share any concerns in relation to their protection and safety. EVIDENCE: The home has a complaints procedure. The manager said that all the people living in the home know how to use the procedure and know their rights. Two people in the home said they knew what to do if they had a complaint. They said the manager sorted problems or difficulties out. Staff interact with the people living in the home and spend of time talking problems through with them. There is a complaints log to record any complaints that have been made and what was done about it. Some of these records were looked at and discussed with the manager. It was clear that people felt comfortable to say how they feel and that something is done about it. There were examples where individuals raised issues because they have been made aware of their rights and this has empowered them. The company provide training for all the staff in safeguarding vulnerable adults. All the staff in Finn Farm Lodge have had this training. Risk assessments have been agreed and written in each person centred plan to safeguard against abuse and neglect. All staff are aware of the policies and procedures and have signed to say they have read and understood them. Any incidents or allegations are reported to social services and CSCI. There have been no safeguarding alerts since the last inspection visit. Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 16 Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 17 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, 30 People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The people living in Finn Farm Lodge are encouraged to see the home as their own. It is a very well maintained, attractive home and is organised to suit each person’s lifestyle. EVIDENCE: One of the people who lives at Finn Farm Lodge showed us around his home. He said that the home is organised to suit the people living there. Each person takes responsibility to keep the home clean and tidy. The home is not registered for physical disabilities, but does have two bedrooms downstairs for people who would find stairs difficult. One of the downstairs bedrooms has an ensuite shower and toilet. The bedrooms are decorated and furnished in the way each person wants it. All bedrooms can be locked and each person has a key. Furniture is provided or people can have their own furniture if they wish and have a choice of what they want to have in Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 18 their room. One person was having his room decorated which he showed us and said he was very pleased with the colours that he had chosen. The home has a yearly maintenance schedule and a maintainence man who will do decorating jobs and minor repairs. The back room where the laundry is carried out has washable flooring and well maintained equipment. This room is also used as a work area and some of the homes documentation is kept there securely. There is sufficient space in the room for it to be used in this way and it adds to the homely feel. The home is clean and schedules are in place for cleaning. All the staff have attended infection control training. There were discrete reminders, for everybody, around the home about hand washing and using the right equipment. Finn Farm Lodge DS0000032336.V367456.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 People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The people living in the home have confidence that the staff will support their needs, activities and aspirations. People who use the service are positively involved in the choice of staff and their opinions are acted upon. EVIDENCE: There is a stable staff team. Most of the staff have worked in the home for over two years. All full time staff hold a national vocational qualification (NVQ) 2 and one member of staff has level 3. Two part time staff have started to study NVQ level 2 and one member of staff is currently studying NVQ level 3. Two staff files were looked at to check that all the safety checks had been carried out. The recruitment of staff was discussed with the manager and one of the people in the home. The manager has considered ways that each person can be involved with the recruitment of new staff. She has risk assessed the recruitment process and the people living in the home are involved as much as possible. At present one of the individuals introduces the new member of staff and gives feedback to the manager on how they interacted with the people living in the home. Other people in the home spend Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 20 time getting to know them and talking about life at Finn Farm Lodge. At this time none of the people living in the home participate in the interviews because they do not fully understand the need for maintaining confidentiality yet and also the decision might be based on something inappropriate. The manager said she continues to review each person’s involvement as individual skills develop. The company, Craegmoor, won an award for their recruitment process. The company have produced a new induction pack that includes the Skills for care common standards and also has some content designed by Craegmoor. One of these folders was viewed. All new staff are now having this induction training. There is a training and development plan for each member of staff. The home has a training plan in place, which is reviewed and organised yearly. We looked at the training record and discussed training with the manager. Training is ongoing and all staff have completed all the training that is required by law for health, safety and peoples’ well being. Staff have also had training in areas needed to meet the needs of the people living here. This includes training in mental health, epilepsy, sexual awareness and understanding and managing aggressive or distressed behaviour. Staff are supported through staff meetings and one-to-one supervision meetings. Finn Farm Lodge DS0000032336.V367456.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, 42 People who use the service experience excellent quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The manager has a clear understanding of the aims and focus of the service. The manager promotes equal opportunities, has good people skills and understands the importance of person centred care and effective outcomes for people who use the service. EVIDENCE: The registered manager has managed the home for over 3 years and has a National Vocational Qualification up to level 4 and also has the Registered Managers Award (RMA). She has worked at Finn Farm Lodge since the day it opened as a support worker and has developed with the home and people that live there. Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 22 The manager has reinforced the attitude in the staff that they are there to support the people living in Finn Farm Lodge to enable them to live as independently as possible. People answer their own front door, carry out the daily tasks of running the home, budget their money, manage their health care, including medication and have a flexible social life. Staff fit in around them and support each person up to the level that has been assessed as needed. The manager is responsible for the financial planning within the home. She advises the company, Craegmoor, of how she wants her budgets each year and this is taken to the company’s board for agreement. The manager keeps a record of all expenditure and checks the home accounts regularly. The home has a quality assurance monitoring system. There are two folders containing the information. Some of the contents of the folders were looked at and were discussed with the manager. There is an audit report which includes any comments, compliments and criticisms from people living and involved in the service. The homes development plan is based on this. A representative of the company also visits the home monthly and provides a report. The policies in the home are agreed with the people living there. The manager has explained individuals’ rights to the people living in the home and has an awareness of the mental capacity act which is put into practice. People are encouraged and supported to say what they feel about the home and instigate improvements in the home. The registered manager has completed the Institution of Occupational safety and health (IOSH) course. This is designed specifically for care and is a 2 day course that needs to be renewed every 3 years. The manager said that from this course she learnt to do risk assessments effectively including the environment, COSSH and infection control. Every 3 months the home have health and safety meetings. The manager completes the company monthly audit concentrating on a different area each month. The company audit the home annually. The home has had 5 star audits for the last two years. The home and equipment has had regular servicing and good records are kept. The home continues to appropriately inform us of any untoward events. Finn Farm Lodge DS0000032336.V367456.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 4 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 3 35 3 36 x CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 x 3 x LIFESTYLES Standard No Score 11 x 12 4 13 3 14 x 15 3 16 4 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 4 4 3 x 4 x 4 x x 4 x Finn Farm Lodge DS0000032336.V367456.R01.S.doc Version 5.2 Page 24 no 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. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Finn Farm Lodge DS0000032336.V367456.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. 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