Care Home: Florence Grogan House

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What the care home does well Detailed information about each person living in the home is available for staff so that they can ensure that people`s care needs are being met. Staff communicate well with relatives and healthcare professionals to ensure the needs of the people who live in the home are identified and met. The care needs of the people who live at the home are monitored regularly to make sure the care they are getting is still effective. The complaints procedure for the home is readily available for the people who live there, their relatives and others, so they can be confident their concerns and complaints will be listened to. Staff receive good leadership and direction to help them make sure that the needs of the people who live at the home are met in the way they prefer. The home is well maintained so that people who live there are in safe, comfortable and clean surroundings. CLS have provided a range of policies and procedures so that staff have the guidance they need to make sure that the people who live at the home stay safe and well. The activities co-ordinator organises a range of activities, both in the home and in the community, so people who live there can choose which activities they wish to do. Fourteen survey questionnaires were returned from the people who live in the home as well as eight from staff and one from a healthcare professional. The overall feedback was that the home is offering a good standard of care that is delivered by a caring staff team. What has improved since the last inspection? The introduction of the `Marvellous Mealtime` policy and the provision of two dining areas - one up stairs and one downstairs - has made mealtimes a more enjoyable, relaxing experience. The provision of a relaxation, quiet room will, when complete, give the people who live in the home more choice on where they spend their leisure time. A number of people commented on the programme of re-decoration and how this has improved the appearance of the home. The staff training and development programme has had a positive impact on the quality of care for the people who live in the home. CARE HOMES FOR OLDER PEOPLE Florence Grogan House Shelley Road Blacon Chester Cheshire CH1 5XA Lead Inspector Mr Val Flannery Key Unannounced Inspection 3 July 2008 09:10 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 Florence Grogan House DS0000006510.V363597.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. Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Florence Grogan House Address Shelley Road Blacon Chester Cheshire CH1 5XA 01244 390177 01244 380173 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) www.clsgroup.org.uk CLS Care Services Limited Mrs Jennifer Jobber Care Home 40 Category(ies) of Dementia (5), Dementia - over 65 years of age registration, with number (10), Old age, not falling within any other of places category (40), Physical disability (1) Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The home is registered for a maximum of 40 service users to include: * Up to 30 service users in the category OP (Old age, not falling within any other category) to be accommodated in the main unit * 1 named service user in the category PD (Physical disability under 65 years of age) may be accommodated within the overall number of registered places (in the main unit) * Up to 10 service users in the category DE(E) (Dementia over 65 years of age); can include up to 5 service users in the category DE (Dementia under 65 years of age) to be accommodated in the Eastgate Wing 21 June 2006 Date of last inspection Brief Description of the Service: Florence Grogan House offers care to forty older people, ten of whom are cared for in Eastgate Wing, a separate unit for people with dementia. The home is located in a residential area of Chester close to shops and other local amenities. There is a bus route to Chester city centre close to the home. The home is a two-storey building; access between the ground and first floors is by a passenger lift. Residents are accommodated on both floors. There is a variety of aids and adaptations provided in the home for residents with mobility problems. All of the bedrooms are single and contain residents’ personal possessions. There are sufficient toilets and bathrooms located around the home. These are easily accessible to residents. Staff are on duty twenty fours a day to care for residents. The current weekly fees range from £450.00 to £525.00. regarding fees are available from the manager. Further details Florence Grogan House DS0000006510.V363597.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. This unannounced visit took place on 3 July 2008. The visit lasted 8.5 hours in total and was carried out by one inspector. The visit was just one part of the inspection. Before then the manager was asked to complete a questionnaire to provide up to date information about service provided by the home. Other information received by CSCI since the home was last inspected was also reviewed. This included completed CSCI surveys from the people who live in the home, staff and health care professionals, such as district nurses. During the visit various records and the premises were looked at. People who live in the home were spoken with. Relatives and staff were also spoken with during the visit and they gave their views about the service. These are included throughout the report. What the service does well: Detailed information about each person living in the home is available for staff so that they can ensure that people’s care needs are being met. Staff communicate well with relatives and healthcare professionals to ensure the needs of the people who live in the home are identified and met. The care needs of the people who live at the home are monitored regularly to make sure the care they are getting is still effective. The complaints procedure for the home is readily available for the people who live there, their relatives and others, so they can be confident their concerns and complaints will be listened to. Staff receive good leadership and direction to help them make sure that the needs of the people who live at the home are met in the way they prefer. The home is well maintained so that people who live there are in safe, comfortable and clean surroundings. CLS have provided a range of policies and procedures so that staff have the guidance they need to make sure that the people who live at the home stay safe and well. Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 6 The activities co-ordinator organises a range of activities, both in the home and in the community, so people who live there can choose which activities they wish to do. Fourteen survey questionnaires were returned from the people who live in the home as well as eight from staff and one from a healthcare professional. The overall feedback was that the home is offering a good standard of care that is delivered by a caring staff team. 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. Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3, 5 and 6 People who use services experience good care in this outcome area. We have made this judgement using available evidence, including a visit to the service. An assessment of their needs is carried out before people come to live in the home to make sure their care needs are identified and can be met at the home. EVIDENCE: During our visit we checked the care records of three people who live in the main part of the home and one person who lives in the dementia wing. These showed that senior staff from the home carried out an initial assessment of people’s care needs before they moved into the home. Included in the assessment documentation were details about how much help people needed with personal care, healthcare and daily living tasks. For example, areas covered included mobility, continence, handling medication and their interests and hobbies. Two people told us that they remember staff from the home visiting them and asking them questions about ‘things’. One person said their Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 9 relative had visited the home on their behalf and that they had said ‘it was nice place’. During our visit a person was seen visiting the home with a view to moving in. Staff were seen welcoming that person and giving information about the home, the care provided and the daily life there. Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 People who use services experience good care in this outcome area. We have made this judgement using available evidence, including a visit to the service. Care plans reflect the care that needs to be provided for people who live in the home, so their needs are met in the way they prefer. Staff maintain the dignity and privacy of the people living in the home so they are treated with respect. EVIDENCE: During our visit we checked the care records of three people who live in the main part of the home and one person who lives in the dementia wing. These showed that their care needs have being identified and recorded and plans are in place to show how those needs are to be met. This included the support and help each person needs with their mobility, with using the bathroom, with dressing and undressing and at mealtimes. Two people told us that staff had asked them if they were happy with the way they are being cared for. They said the staff are very good and kind and do a lot for them even though they are very busy. Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 11 Records were seen during the visit that showed the people who live in the home receive visits from doctors and nurses. One record showed that the person’s medicines had been reviewed by their GP not long after they had moved into the home. Letters confirming hospital appointments were seen on two of the care records. Two of the people we spoke with said they receive visits from doctors when they are not feeling well. They also said they can request visits from the doctor as they wish. The care plans for the person living in the dementia wing show that specialist healthcare professionals are involved in their care. CLS, the organisation that runs the home, has provided policies and procedures for the staff who give out medicines to people living in the home. Training is given to senior staff on administering medication and a record of the training is kept on the individual staff file. The medicines for the people who live in the home are kept in a locked trolley which is locked away in a cupboard when not being used. The records made of the administration of medicines were accurate. Staff were seen caring for the people who live in the home. They were seen helping with personal care, meals and helping people to move around the home. Staff were also seen responding to requests for help from the people who live in the home. For example, one person who was in bed had rung their call bell to ask for help. The member of staff was seen knocking on the person’s bedroom door and asking if they wanted help with dressing or bathing and if the person wished to stay in their room or go to the lounge. Staff told us that they are made aware during their induction training and individual supervision of the importance of respecting the people who live in the home and maintaining their dignity. Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15 People who use services experience good care in this outcome area. We have made this judgement using available evidence, including a visit to the service. The routines within the home allow for the people living there to have individual choices and wishes so they are able to exercise control over their lives. EVIDENCE: We spoke with two people who live in the home and one relative during the inspection visit. They said relatives and friends are able to visit the home as they wish. Visitors can be received in the privacy of the bedrooms or in the communal areas. The relative told us that she is made welcome by staff and she is kept informed of any incident involving her relative. Six people who live in the home were seen going for a pub meal with the activities co-ordinator on the day of our visit. Other people were seen being taken by taxi to appointments in the local community, for example, at the dentist. Relatives and friends were seen visiting the home and were made welcome by staff. Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 13 One person living in the home told us that he can do as he pleases, for example, move about the home, get up and go to bed as he pleases, as well as choosing when and where he has his daily meals. Another said she doesn’t join in all the organised activities and that she enjoyed the themed evenings, the most recent being the Caribbean evening. Others have included French and Italian evenings, where people dress up and the food and music is from that country. CLS has a policy titled ‘Marvellous Mealtimes’ where the emphasis is on making mealtime an enjoyable, relaxed and social occasion. During our visit, people who live in the home were seen having their mid-day meal. This was unrushed and relaxed. Staff were seen sitting with people during the meal and helping those who needed it. The people who live in the home can choose to eat in the large dining area on the ground floor or in a smaller dining area on the first floor. The menus seen during the visit showed that people are offered a choice of foods. Following consultation with the people who live in the home the main meal of the day is served in the evening. Two of the people we spoke with during the inspection said the food is very good and that they are offered a choice at each meal. Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 People who use services experience good care in this outcome area. We have made this judgement using available evidence, including a visit to the service. The home has a complaints procedure that is readily available so people feel that their concerns are being listened to. Staff have an understanding about safeguarding adults so people who live in the home are protected from harm and abuse. EVIDENCE: A copy of the complaints procedure for the home was on display in the entrance area and in the bedrooms. It included details on how to contact the Commission for Social Care Inspection. The record of complaints folder was seen during the inspection. There were three complaints recorded since the last inspection. These were dealt with satisfactorily by the home. Three of the people who live in the home and two staff confirmed they knew about the complaints procedure and how raise issues of concern. CLS has a procedure on safeguarding adults, a copy of which is kept in the home. The manager said no referrals have had to be made under the safeguarding adults procedures. Staff have received training on protecting adults from abuse/harm. The manager said that she is in the process of arranging refresher training on this for all staff. A copy of the government guidelines ‘No Secrets’ is also available in the home. Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 15 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, 20, 21, 22, 23, 24, 25 and 26 People who use services experience good care in this outcome area. We have made this judgement using available evidence, including a visit to the service. The home is well maintained and free from hazards so people live in comfortable and safe surroundings. EVIDENCE: On the day of the inspection the home was well maintained, clean and free from unpleasant smells. People who live in the home told us, ‘the home is always tidy and clean’ and that the domestic staff work ‘very hard’. They said they like the home environment and their bedrooms. A member of staff told us she receives support and guidance from senior staff on ensuring the home is kept clean and safe for the people who live there. Communal lounges are provided on both floors. These are close to bedrooms and were seen being used by the people who live in the home. There is a large dining room on the ground floor next to the kitchen. This also used for Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 16 group activities such as bingo. One of the communal lounges on the first floor is used as a dining area for those that do not wish to have their meals in the large dining room. There is a shop on the first floor for the people who live in the home. All the bedrooms are single; the rooms seen contained personal possessions, for example, pieces of furniture, televisions and family photographs. A number of bedrooms have en-suite toilet facilities. Lockable cupboards are provided in the bedrooms. Bathrooms and toilets are located around the home and within reach of bedrooms and communal areas. A number of the people who live in the home have been assessed as requiring staff help when using these areas. Hoists, bath-lifting aids, grab rails and wheelchairs are provided for people with mobility problems. Care call points are located in bedrooms, bathrooms, toilets and communal areas. Both the main house and wing for people with dementia have separate enclosed gardens that are easily accessible to the people who live in the home. Since the last inspection the following changes/improvements have taken place: • a wooden floor has been laid in the up stairs dining area/lounge • parts of the both units have re-decorated and re-carpeted • bedrooms in Eastgate Wing were being re-carpeted during the inspection • the manager’s former office is being converted into a quiet/relaxation area for the people who live in the home. The manager’s office is now located to the front of the home and the care team leaders have a ‘work’ station area on the ground floor corridor. Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30 People who use services experience good care in this outcome area. We have made this judgement using available evidence, including a visit to the service. Staff receive the training to ensure they have the necessary skills so that the care needs of the people who live in the home are being met well. Recruitment processes are thorough to make sure that new staff are suitable to work with the people who live in the home. EVIDENCE: There are normally one care team leader and two care assistants on duty in the main unit during the day/afternoon/evening. One care team leader and one care assistant provide night-time cover. Staff can transfer between the main unit and Eastgate Unit as required. In Eastgate Wing, there are normally two staff on duty during the day/afternoon/evening. There is one member of staff on duty during the night. Support staff for the home include domestic staff, cook, kitchen assistant, maintenance assistant and office staff; they cover the main unit and Eastgate Wing. The records showed that over 50 of care staff have achieved an NVQ in care or health and social care. The staff spoken with during our visit told us they have achieved an NVQ and that the home provides other training opportunities. This was confirmed in information provided to the commission before the inspection and in staff training files. These records showed that Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 18 staff have received training on, for example, food hygiene, infection control, fire safety, moving and handling, first aid. Also that senior staff have received training on the administration of medication. CLS has thorough policies and procedures on staff recruitment that include two references being taken up, Criminal Record Bureau disclosures being obtained and an application form being completed for all new staff. Two staff members told us they received induction training when they came to work in the home. They also confirmed that they had to have a CRB check before they started work there. In the questionnaires we sent out before our visit, staff had been asked to comment on improvements that could be made to the service. Comments in the questionnaires said that there are not always enough staff to meet the needs of the people who live in the home. However, the people spoken with during the inspection told us there were enough staff to help them and we saw during our visit that staff were attentive to people’s needs. Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 and 38 People who use services experience good care in this outcome area. We have made this judgement using available evidence, including a visit to the service. Staff have the management and leadership to ensure they support the people living in the home to live their lives as they wish. The routines of the home appear to suit the people who live there so the home is being run in their best interests. EVIDENCE: The manager has successfully completed the NVQ Level 4 and Registered Managers Award and is currently completing a master’s degree in business management. She has also attended periodic training in order to update her knowledge and skills. She has many years experience in managing care Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 20 homes for older people. The people who live in the home, relatives and staff were very positive in their comments about the manager and her overall ability in managing the home. They said she is ‘very approachable’ and acts in the best interests of the people who live there. People who live in the home are asked about the quality of the care they receive. Their views, and those of their relatives, are sought at house meetings, reviews and by the use of CLS questionnaires. For example, the manager has met with the people who live in the home and their relatives to discuss the policy and procedures on managing their personal finances. The people spoken with during the inspection told us staff often talk with them and ask them ‘if they are alright’. People who live in the home and/or their relatives are expected to manage their personal finances. Where that is not an option Social Services can be approached to act as advocates on behalf of the people who live in the home. CLS has a saving fund that is available to the people who live in the home. CLS has a range of policies and procedures on health and safety and safe working practices, copies of which are kept in the home. This includes training of staff in first aid, moving and handling, food hygiene and infection control. During our visit, a sample of records were seen that showed equipment is tested and serviced at regular intervals to make sure it is safe. For example, fire fighting equipment is serviced annual as is the passenger lift and hoists and other lifting equipment. The fire alarms are tested weekly, the emergency lights are tested monthly and evacuation drills and staff training on fire safety are carried out regularly. Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 21 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 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 3 3 3 3 3 3 3 STAFFING Standard No Score 27 3 28 X 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection North West Region CSCI Preston Unit 1 Tustin Court Port Way Preston PR2 2YQ 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 Florence Grogan House DS0000006510.V363597.R01.S.doc Version 5.2 Page 24 - 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. 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