Care Home: Forresters Respite Holiday Centre

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What the care home does well There is a thorough needs assessment carried out before any resident moves into the home and staff at the home treat residents with dignity and respect. Meals in the home are good and offer a choice at meal times and there is a varied diet with fresh fruit available at all times. Residents are offered choice as much as possible and are encouraged to make their own decisions about how they spend their time. There is a range of varied activities and staff offers support to enable residents to make the most of their stay. What has improved since the last inspection? Since the last inspection a new dedicated manager has been appointed and she has been registered with the CSCI. The homes complaints procedure has been amended to comply with the National Minimum Standards. The medication procedure at the home has been improved and staff have received training with regard to medication administration.A number of rooms have been re-decorated and new carpets have been fitted in resident`s rooms and new bedding has been provided. Improvements have been made to the fire protection systems, 2 new smoke detectors have been fitted and 5 new emergency lights have been installed. What the care home could do better: There were no requirements or recommendations made as a result of this visit, however some other points, which need to be addressed to help improve the service provided for service users are contained within the main body of the report, general observations were: The homes medication procedures provide good information for staff but this does not provide details on the procedures to be followed if any controlled drugs are held at the home. In order that staff has all the information they need the manager will need to ensure that there is a policy and procedure in place to give clear information on how any controlled drugs would be managed. The home does not provide a laundry service for residents and it was noted that this is not made clear to potential residents on the initial booking form and this could be confusing for residents who need to know this information before they arrive. The manager acknowledged that this could cause problems and said that she would address this issue. CARE HOME ADULTS 18-65 Forresters Respite Holiday Centre 2 Southampton Road Hythe Southampton Hampshire SO45 5GQ Lead Inspector Michael Gough Unannounced Inspection 27th November 2007 10:00 Forresters Respite Holiday Centre DS0000012154.V351462.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 Forresters Respite Holiday Centre DS0000012154.V351462.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. Forresters Respite Holiday Centre DS0000012154.V351462.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Forresters Respite Holiday Centre Address 2 Southampton Road Hythe Southampton Hampshire SO45 5GQ 023 8084 3042 023 8084 1250 lynne.mcloughlin@rethink.org 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) RETHINK Lynne McLoughlin Care Home 27 Category(ies) of Mental disorder, excluding learning disability or registration, with number dementia (0), Mental Disorder, excluding of places learning disability or dementia - over 65 years of age (0), Physical disability (0), Physical disability over 65 years of age (0) Forresters Respite Holiday Centre DS0000012154.V351462.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: Mental disorder, excluding learning disability or dementia (MD) Mental disorder, excluding learning disability or dementia over 65 years of age (MD(E)) Physical disability (PD) 2. Physical disability over 65 years of age (PD(E)) The maximum number of service users to be accommodated is 27. Date of last inspection 28th September 2006 Brief Description of the Service: Forresters Respite Holiday Centre is managed by RETHINK, part of the National Schizophrenic Fellowship, and provides a respite holiday service to people with mental health distress or to their carers. The home also offers a step down service to people who are in hospital waiting discharge following treatment. Respite holiday visits are for one or two weeks duration, whilst people on the step down programme can stay at the home for a maximum of six weeks. The home provides a hotel type of service with care and support. Forresters is a large detached property, set in its own grounds, and is a short distance from the centre of Hythe, on the edge of the New Forest. The mission statement of Forresters is to provide high quality, value for money, individualised respite care to people experiencing or recovering from mental distress and to enable carers to take a break from caring. Weekly fees are £544 - £770 per week depending on the type of room to be occupied. Forresters Respite Holiday Centre DS0000012154.V351462.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This report details the evaluation of the quality of the service provided at Forresters and takes into account the accumulated evidence of the activity at the home since the last inspection, which was carried out in September 2006. The inspection took into account the homes Annual Quality Assurance Assessment (AQAA), which was returned prior to the visit and the inspector received 4 comment cards from users of the service. An unannounced site visit to the home took place on the 27 November 2007. Further evidence for this report was obtained by touring the home, reading and inspecting records and by observing the interaction between staff and residents. It was also possible to speak with 4 members of staff, 8 residents and the homes manager who assisted the inspector throughout the visit. The home is registered to provide support for 27 residents and at the time of the inspection there were only 16 residents accommodated at the home What the service does well: What has improved since the last inspection? Since the last inspection a new dedicated manager has been appointed and she has been registered with the CSCI. The homes complaints procedure has been amended to comply with the National Minimum Standards. The medication procedure at the home has been improved and staff have received training with regard to medication administration. Forresters Respite Holiday Centre DS0000012154.V351462.R01.S.doc Version 5.2 Page 6 A number of rooms have been re-decorated and new carpets have been fitted in resident’s rooms and new bedding has been provided. Improvements have been made to the fire protection systems, 2 new smoke detectors have been fitted and 5 new emergency lights have been installed. 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. Forresters Respite Holiday Centre DS0000012154.V351462.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 Forresters Respite Holiday Centre DS0000012154.V351462.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 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents can be confidents that their needs are assessed before they move into the home. EVIDENCE: Previous inspection reports and the homes completed AQAA indicate that there is a comprehensive assessment process. The inspector viewed the booking form, which is completed prior to anyone moving to the home and this form gathers information about the potential new resident. The form is then assessed by a team leader or the manager who makes a decision on whether the home can meet the resident’s needs. If necessary further information is requested in order to ensure that individual resident’s needs can be met. Forresters Respite Holiday Centre DS0000012154.V351462.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 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The care planning system ensures that resident’s needs are met and they are able to make informed choices and they have risk assessments in place. EVIDENCE: The homes completed AQAA gave information on how the care needs of residents are met. The inspector discussed this with the homes manager who stated that the carer plans are made up from the information received in the booking form and also from information gathered on the first day of their stay at the home. The manager said that the new guests arrive on Mondays and a meeting is held, where the outings and menus for the week are decided. The residents are also encouraged to voice their likes or dislikes, which are noted in their care plans. A sample of care plans were seen and these gave staff information on the resident. The home does not provide personal care to residents and the support provided is mainly emotional. A daily record is completed at the end of each shift and this is a brief description of how the residents have chosen to spend their time. There was information such as Forresters Respite Holiday Centre DS0000012154.V351462.R01.S.doc Version 5.2 Page 10 “joined in with others on trip into Hythe” or “decided to go for a walk on his own”. Residents are offered choice in all aspects of their stay at the home. They are able to choose where to spend their time and are offered support by staff as required. Residents spoken to confirmed this and the inspector observed residents to be well supported by staff and they were able to make their own decisions. Risk assessments are made up prior to arrival by the resident’s key worker, GP or the residents referee and any restrictions are discussed with the residents on their arrival. The inspector was informed that for those residents who book a long time in advance, additional information is requested 6 weeks prior to arrival to check that all details remain unchanged. Forresters Respite Holiday Centre DS0000012154.V351462.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 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents receive appropriate support to enable them to engage in a variety of activities in the home, as well as in the community. Routines at the home provide residents with independence, dignity and choice and their rights are respected. Meals at the home are well managed and residents are offered a healthy and varied diet in pleasant surroundings. EVIDENCE: The home provides a holiday/respite for residents and the preferences of residents are know to the home before they arrive. On the first day there is a meeting of all residents and this gives them the opportunity to have input into the programme of activities for the week. Many of the residents have been before and know what they would like to do, while others are given a choice of activities. There is a weekly activities programme drawn up and this includes trips into the new forest, walks, a Christmas fayre, village markets, and trips to shops. Forresters has a new minibus and this is used to give residents access to the local community and beyond. There are also activities available Forresters Respite Holiday Centre DS0000012154.V351462.R01.S.doc Version 5.2 Page 12 in the home, there is a games room with pool table, 2 computers with internet access, a play station with games, numerous board games, DVD’s and CD’s and both lounges in the home have “free view” boxes to enable residents to have a large selection of TV channels. All residents have a TV in their bedrooms. Residents are admitted from all over the country and they are admitted for only a short stay, therefore visits from family and friends are unusual, however visitors are welcome and there is a notice which gives details of visiting arrangements, visitors are able to stay for a meal if they wish and there is a small charge if visitors want to eat at the home. The home has residents staying from a wide range of backgrounds and all residents are treated equally. Staff respect how a resident prefers to be called. Bedroom doors have locks and residents hold a key to their room. “Do not disturb” notices can be put on doors if residents choose and staff only enter bedrooms when invited or in the event of an emergency. The home provides a ‘hotel’ style of service. Meals at the home are provided in the dining room and breakfast is laid out with toast, preserves, cereals and fruit juice and a cooked breakfast is available on request. Lunch is normally a snack type meal with the main meal being in the evenings. Residents have a choice at each meal and are able to help themselves from the food laid out on the serving table and are able to go up for second helpings if they wish Residents can make drinks during the day or night, in an area between the dining room and kitchen. The cook stated that they know if there are any special diets from the booking forms and she said that she has provided meals which were gluten free, vegetarian, diabetic and vegan. Forresters Respite Holiday Centre DS0000012154.V351462.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 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Staff are aware of their responsibilities regarding the personal care of residents and the health care needs of residents are met. Medication procedures in the home are satisfactory but would benefit from a clear procedure for dealing with any controlled drugs. EVIDENCE: None of the residents at the home required support with personal care and it is the homes policy to only provide personal support in an emergency. Arrangements can be made with a local domiciliary care agency if personal support is required and residents are able to bring their own carer along with them if they so wish. Residents at the home visit for a short period and normally do not require any health care assistance, however the home has a contract with a local GP service and they provide any health care needs that mat arise. The home has close links with the community mental health team and are able to receive support if needed. The medication administration records were found to be accurately kept and the inspector looked at the medication cabinet and medicines were found to be Forresters Respite Holiday Centre DS0000012154.V351462.R01.S.doc Version 5.2 Page 14 stored correctly in their original packaging. Residents bring their medication with them for their stay and the booking form and assessment process determines the level of ability for residents to manage their medication. The assistance offered at the home is graded from full administration, reminders from staff, and daily supply of medication to self-administration. All medication is checked on arrival and those who are able to self medicate lock their medication in a safe in their room. Medication for those residents who require staff to administer their medication is locked away in the medication cabinet. The home has a clear policy and procedure for medication, however this does not provide details on the procedures to be followed if any controlled drugs are held. The manager said that she would know in advance if anyone was going to be bringing controlled drugs and that she would make suitable arrangements well in advance. Although this is a rare occurrence, the home should ensure that there is a policy and procedure in place to give clear information on how any controlled drugs would be managed. Forresters Respite Holiday Centre DS0000012154.V351462.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 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There is a clear and accessible complaints procedure, which includes timescales for the process and residents can be confident that their views would be listened to and acted upon and the homes policies and procedures help to protect residents from any form of abuse. EVIDENCE: The home has a policy and procedure for dealing with any complaints and this is contained in the organisations corporate complaints procedure and all residents have a welcome pack in their room and this also has details of how to make a complaint and contained all of the required information and gave details of how to contact the CSCI. The home has a whistle blowing policy and a copy of the Hampshire adult protection protocol. Staff have received training on adult protection as part of their induction and those staff spoken to were aware of their responsibilities in this area and knew what to do should they suspect any form of abuse had taken place. Some of the guests ask for the home to look after their money for them, rather than keep it in the safe in their bedroom. The money is kept in separate boxes in the office safe and individual accounts are kept. The inspector saw residents come to the office for money for the afternoon trip and saw them check their ‘balances’ with staff. Forresters Respite Holiday Centre DS0000012154.V351462.R01.S.doc Version 5.2 Page 16 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 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users live in a homely and comfortable environment and the home is clean and hygienic. EVIDENCE: The home is a large detached property set in its own grounds and is well suited for its aims and objectives. The home provides a smoking and nonsmoking lounge, games room, dining room and a large reception area. There is also a large rear garden with a summerhouse and the garden can be accessed from the dining room and both lounges. There is a disabled accessible bedroom on the ground floor and all other rooms are on the first floor of the home. All areas of the home were pleasantly decorated with furniture and fittings of good quality. Bedrooms were bright and airy with suitable furniture and all had TV and telephone. The home has a laundry, which is used for washing bed linen and towels. The inspector was informed that the home does not provide a laundry service for residents but the manager said that they would wash clothing if needed. The Forresters Respite Holiday Centre DS0000012154.V351462.R01.S.doc Version 5.2 Page 17 information pack in each room informs residents that there is no laundry available, however this is not clear on the booking form and could be confusing for residents. The manager said that she would address this issue. Forresters Respite Holiday Centre DS0000012154.V351462.R01.S.doc Version 5.2 Page 18 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 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Competent, qualified and appropriately trained staff support residents and there are sufficient numbers of staff on duty to meet resident’s needs. The homes recruitment policy and practice protect residents. EVIDENCE: The home has a staff team that consists of two team leaders; eight support workers, one assistant community health worker, two housekeepers, two administrators, a cook/catering manager and an assistant cook/catering manager. There is a minimum of 2 staff members on duty at all times and additional staff are provided to ensure that the needs of residents are met and that support to access the community is available. Residents spoken with, said that the staff were really helpful and there were sufficient staff around to give them the support they wanted. There is a robust recruitment and selection policy and the home has a stable staff team, apart from the new manager there has only been one new staff member employed at the home since the last inspection. The inspector saw the file of the new staff member and this contained all of the required information. Forresters Respite Holiday Centre DS0000012154.V351462.R01.S.doc Version 5.2 Page 19 The manager said that staff training is on-going and available to all staff, training records in the staff file that was looked at by the inspector gave details of training in: Anti-discrimination, equality and diversity, basic health and safety, confidentiality, 1st aid, food hygiene, infection control, managing conflict, mental health awareness, fire, risk assessment and moving and handling. There is an induction programme for new staff and this takes place over 3 days and there is also an in house induction, which gives staff information about procedures at the home. Forresters Respite Holiday Centre DS0000012154.V351462.R01.S.doc Version 5.2 Page 20 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 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Resident’s benefit from a well run home and the views of residents and other interested parties are sought on how the home is meeting their needs. The health, safety and welfare of residents and staff are protected. EVIDENCE: The homes manager was registered with the CSCI in April 2007 and all appropriate checks were carried out as part of the registration process and she is fit to manage the home. The home has a quality assurance system and the manager said that they gain regular feedback from the resident’s survey’s, which are completed at the end of each stay. The organisation also has its own quality assurance team who visit and inspect the home annually. Weekly residents meetings are held and also weekly staff meetings. A large number of cards have been received by the home from satisfied residents and relatives. Forresters Respite Holiday Centre DS0000012154.V351462.R01.S.doc Version 5.2 Page 21 A member of staff at the home is responsible for health and safety and they report directly to the manager. There is a risk assessment for the building and regular monitoring takes place. The fire logbook was inspected and all appropriate testing and checks have been recorded. Appropriate certificates were in date for gas safety, fire alarms systems and equipment. Forresters Respite Holiday Centre DS0000012154.V351462.R01.S.doc Version 5.2 Page 22 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 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 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 3 X 3 X X 3 X Forresters Respite Holiday Centre DS0000012154.V351462.R01.S.doc Version 5.2 Page 23 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 Forresters Respite Holiday Centre DS0000012154.V351462.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW 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 Forresters Respite Holiday Centre DS0000012154.V351462.R01.S.doc Version 5.2 Page 25 - 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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