Care Home: Glenhomes Residential Home

What the care home does well What has improved since the last inspection? Staff make sure that they regularly review the care plans so that any changes to the residents` condition are identified and acted upon. Some of the corridors have been re-carpeted and several bedrooms have been redecorated and refurbished. A new deputy manager has been employed to strengthen the management team. The things that needed doing from the last inspection have been done. What the care home could do better: Staff and management must make sure that the residents and staff are safe by ensuring that call bells are always at hand, radiators and fires are guarded and advice is sought in relation to the issue of the residents who smoke in their bedrooms. CARE HOMES FOR OLDER PEOPLE Glenhomes Residential Home Greenmount Lane Heaton Bolton Lancashire BL1 5JF Lead Inspector Grace Tarney Unannounced Inspection 28th January 2008 09:30 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Glenhomes Residential Home DS0000009286.V337506.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. Glenhomes Residential Home DS0000009286.V337506.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Glenhomes Residential Home Address Greenmount Lane Heaton Bolton Lancashire BL1 5JF 01204 841988 01204 843854 Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Mr David Anthony Hughes Mrs Glenys Hughes Mr David Anthony Hughes Care Home 21 Category(ies) of Dementia (1), Old age, not falling within any registration, with number other category (20) of places Glenhomes Residential Home DS0000009286.V337506.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The service should employ a suitably qualified and experienced manager who is registered with the Commission for Social Care Inspection. 27th February 2007 Date of last inspection Brief Description of the Service: Glenhomes Residential Home is a care home providing personal (residential) care for up to 21 older people. It is situated in a very pleasant area, not too far from the centre of Bolton, the motorway network and public transport. It is a large converted, semi-detached building, built on four floors (the fourth floor is not used by residents), with a passenger lift provided. There is a lawned area with mature borders and a patio area to the front of the building and parking space at the rear entrance to the home. The home has 21 single bedrooms, of which three have en-suite toilet facilities. There are 2 comfortable lounge areas and a separate dining room. The current weekly fees range from £355 to £380. Additional charges are made for private chiropody, hairdressing, newspapers and any special toiletries. This information was received on the 28th of January 2008. A copy of the most recent Commission for Social Care (CSCI) inspection report is displayed in one of the resident lounges. Glenhomes Residential Home DS0000009286.V337506.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. The home was not told that this inspection was to take place although many weeks before the inspection, questionnaires (comment cards) were sent out to the residents and their relatives. The questionnaires asked what people thought about the care and quality of the service provided. 3 were received from relatives. What they felt about the care and services provided is written in different sections throughout this report. Also before the inspection we (The Commission) asked the manager of the home to complete a form called an Annual Quality Assurance Assessment (AQAA) to tell us what they did at present, what they felt they did well and what they needed to do better. This helps us to determine if the management of the home see the service they provide the same way that we do. We felt this form was filled in honestly and that a lot of time and effort had been given to filling it in. We spent 8 hours at the home and during this time looked at care records and medicine records to make sure that the health and care needs of the residents were being met. We also looked around the building at most of the bedrooms, bathrooms, toilets and sitting areas to check if they were clean, warm and well decorated. We also looked at the menus and looked at what the residents had for their breakfast, lunch and evening meal. We also checked how many staff were provided on each shift to make sure the residents needs were being met, and also looked at how management recruit and train their staff. In order to get further information about the home we also spent time talking to 5 residents, 1 relative, the Deputy Manager, the Manager and 1 of the owners. Glenhomes Residential Home DS0000009286.V337506.R01.S.doc Version 5.2 Page 6 What the service does well: The Manager makes sure that they only admit people whose needs the staff can meet. Residents feel that they are well looked after by the staff and the following comments were made both by residents and relatives: • • • The staff are good-natured, they are great. The carers treat my relative and our family as friends. They welcome visitors. It has a homely feel to the place. Enough staff are on duty to meet the needs of the residents. The staff make sure that the residents are clean, comfortable and well dressed. Management make sure that they check care staff out properly and safely before offering them a job. This helps protect residents from being cared for by unsuitable people. Management make sure that the staff are well trained so that they can care for people properly and safely. 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. Glenhomes Residential Home DS0000009286.V337506.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 Glenhomes Residential Home DS0000009286.V337506.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. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People are properly assessed before they are admitted to the home and this gives an assurance to everybody that a person is only admitted if the staff can meet their needs. EVIDENCE: Before any resident was admitted to the home a senior member of staff from the home undertook an assessment of their needs. The assessment looks at what help and support the prospective resident needs in all aspects of daily life. The 2 assessments looked at were detailed and gave a clear indication of the residents’ needs and what they could and could not do for themselves. Standard 6 does not apply. The home does not provide Intermediate Care. Glenhomes Residential Home DS0000009286.V337506.R01.S.doc Version 5.2 Page 9 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7 8 9 & 10. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The care plans show what care needs the residents have and care practices ensure that their needs are met in a caring and dignified way. EVIDENCE: Individual care plans were in place for each resident. The care plans of 2 of the residents were looked at. Each care file contained information about what a resident could do, and what they needed help with. The staff looked at whether or not the residents were at risk due to problems with their diet and fluid intake. They also looked at and they wrote down how any resident was to be assisted with being moved around and by how many members of staff and what equipment, if any, was to be used to assist in safe moving and handling. Glenhomes Residential Home DS0000009286.V337506.R01.S.doc Version 5.2 Page 10 They did not look at whether or not there was any risk in relation to the residents developing pressure sores. Management told us that if they had concerns about a residents’ condition they would refer to the District Nurses. The care plans were reviewed regularly so that any change in their condition could be identified and appropriate action taken. Management confirmed this in the AQAA form that was sent to us. The care plans detailed the religious and cultural needs of the residents. At the time of the inspection there were no residents of any ethnic minority. Management told us that the residents were weighed at least on a monthly basis, more often if a weight problem had been identified. The residents’ weights were recorded in a separate file. The information on 1 of the residents showed that this resident had not been weighed for some time. We were told it was because of her poor mobility and her not being able to stand on the weigh scales. We discussed the issue of providing sit on weigh scales so that almost all of the residents could be weighed. The following were some of the comments made by relatives and residents: • • I have no concerns. They know her needs. Everybody is approachable and respectful. They look after my relatives’ personal care very well. The system for managing the medicines was looked at. Only staff that have had medication training handle the medicines. The way that the medicines were handled was safe. The following things however needed putting right: The medicine trolley is kept locked and stored in the dining room. It was not however secured to the wall when not in use. Management told us that it used to be secured by a chain but they had recently changed the storage place and this had been overlooked. They agreed to secure the trolley the following day. There was a drugs fridge in use but staff had not been recording the temperatures. It is important to do this so that medicines that need to be kept in a fridge are being stored at the correct temperature. The manager said that the residents are given the choice to handle their own medicines if they wish. Management also confirmed this in the AQAA form that was sent to us. On the day of the inspection none of the residents were handling their own medicines. Staff were discreet when providing assistance to the residents. Staff were seen knocking on bedroom doors before entering and speaking to residents in a quiet and respectful way. Staff confirmed that the importance of ensuring privacy, respect and dignity is part of their initial training. The residents looked clean and comfortable and were suitably dressed. Glenhomes Residential Home DS0000009286.V337506.R01.S.doc Version 5.2 Page 11 Glenhomes Residential Home DS0000009286.V337506.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 & 15. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents have a choice in how they spend their day and find enjoyment with the activities available and the meals provided. EVIDENCE: Throughout the day we saw that the residents were able to spend their day wherever they wished to. 4 residents told us that they preferred to sit in the sitting area in the hall and watch “the comings and goings”. Some residents were happy to stay in their room and do what they wanted. An activities co-ordinator comes into the home on a part-time basis. The owner told us that the hairdresser comes in weekly, on a Wednesday. The residents told us that they enjoy the sherry/wine evenings and feel that there is enough going on. The owner told us that trips out include visits to Blackpool illuminations, or going off shopping to the local supermarket or garden centre and maybe having lunch there. One resident goes to the British Legion some nights by taxi. Glenhomes Residential Home DS0000009286.V337506.R01.S.doc Version 5.2 Page 13 The manager informed us in the AQAA that the mobile library now visits the home every fortnight. One comment received from a relative was that the residents would benefit from being taken out on trips more often. The staff told the Inspector that they felt the activities provided were acceptable for the residents. They said that they also did things with them when they had the time, mainly in the afternoon. The care plans gave information about the residents’ religions and whether they practiced their faith. We were told that Holy Communion is celebrated regularly and the home has good links with local faith groups. Residents told us that visitors are always made welcome and that they can come and go as they please. One relative commented: The staff are very friendly to me when I call to visit. Residents are encouraged to bring personal possessions into the home. Many of their bedrooms were personalised with pictures, photographs and ornaments. Residents may handle their own finances if they are able to and wish to. The week’s menu is displayed in the hall, and the day’s menu on each table in the dining room. The Inspector did not eat with the residents but saw what they were having for lunch. The dining room was a very pleasant area and the tables were nicely set. Hot and cold drinks were served during the meal and throughout the day. The residents have a choice of food at breakfast, lunch and teatime. The lunch looked nutritious and appetising. Residents made the following comments: • The food is good. • I had a good breakfast. Management told us in the AQAA that they have changed the menus following consultation with the residents and also altered the meal times. Glenhomes Residential Home DS0000009286.V337506.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 & 18. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People know how to complain and staff have a good knowledge and understanding of what abuse is, thereby reducing the possible risk of harm to residents. EVIDENCE: A detailed complaints procedure was in place. It is easy to understand and gives an assurance that complaints will be responded to within 28 days. A record is kept of any complaint made and includes details of the investigation and any action taken. No complaints have been made to us or to the home since the last inspection. A discussion with the senior staff showed that they were very aware of the procedure to follow in the event of any allegation of abuse. Training in the protection of vulnerable adults has been undertaken by most of the staff and is ongoing. Records of training were kept on their file. The manager also confirmed this in the AQAA form that was sent to us. Glenhomes Residential Home DS0000009286.V337506.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 24 25 & 26. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The residents live in a home that is suitably adapted and comfortable but is not as safe as it should be. EVIDENCE: We walked around the building and looked at most of the bedrooms, the lounges, the dining room, bathrooms and toilets. The reception area was also a seating area for the residents to use if they wished. There was however, a radiator close to the chairs that was unguarded. One of the lounges also had 2 unguarded radiators and an unguarded gas fire. The other lounge had an unguarded gas fire and the dining room had an unguarded electric fire. Unguarded radiators and fires could put the residents at risk of accidental burning. Glenhomes Residential Home DS0000009286.V337506.R01.S.doc Version 5.2 Page 16 The owner agreed to guard the radiators and fires within a 2-week time frame. A discussion with the deputy manager 2 weeks later confirmed that this had been done. We asked for confirmation of this in writing but this has not yet been received. The lounges and dining room were cosy, clean and welcoming. Some parts of the corridors had also been fitted with new carpets. There were enough toilets and bathrooms to meet the needs of the residents. Toilets were close by to bedrooms and lounge areas. One bathroom was not in use because management were in the process of having a new assisted bath fitted and new flooring was being fitted. One of the en-suite toilets did not have a call bell system in place. To make sure that a resident or staff can call for assistance a call bell system needs to be installed. One of the toilets did not have a call bell lead in place and the actual call bell button could not be reached from the toilet. This could result in an accident if a resident needed assistance and tried to reach the call button. All the bedrooms throughout the home were centrally heated with radiators that were suitably protected. They all had a safety overriding door lock and a lockable space to store anything that is of value to the resident. The majority were clean, warm and well decorated. Several had been redecorated, carpeted and newly furnished. Two of the bedrooms were in a poor condition due to the residents being allowed to smoke in their rooms. The walls, ceilings and furniture were badly stained and the rooms smelt strongly of smoke. We discussed the issue of whether this was acceptable to the staff that have to attend to these residents. We were told that it was mainly, but not always, staff that smoked, who attended to their needs. We were told that 7 of the residents smoke, 3 heavily, and that there is not enough room to build a smoking area. In view of the new legislation in place with regards to smoking in public places (this includes care homes) and a greater risk of fire, management were strongly advised to seek further guidance from the Environmental Health Department or the Health & Safety Executive. There was an unguarded radiator on a corridor and in a toilet. As previously stated, the owner agreed to guard the radiators within a 2-week time frame. Apart from the bedrooms used by the residents that smoke, the home was clean and free from offensive odours. Hand washing facilities were in place in bedrooms, bathrooms and toilets. This helps to reduce the spread of infection. Clinical waste was handled safely. The laundry was not inspected on this visit. Glenhomes Residential Home DS0000009286.V337506.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 & 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents’ needs are met by experienced staff that are suitably trained and safely recruited. EVIDENCE: Inspection of the duty rotas and a discussion with staff and residents showed that there were enough staff on duty over a 24-hour period to meet the needs of the residents living at the home. We were told, however, that 1 of the care assistants works in the kitchen between the hours of 4pm to 5pm to organise the serving and sometimes the preparation of the evening meal. We discussed keeping this under review to make sure that the physical care needs of the residents would always be met. The information received from the AQAA document showed that 50 of the staff had obtained their NVQ level 2 or above in care, and a further 5 staff were undertaking the NVQ level 2 course. This is good progress. The personnel files of 2 staff members were inspected. All were in order and the staff had been properly and safely employed. Glenhomes Residential Home DS0000009286.V337506.R01.S.doc Version 5.2 Page 18 Induction training is provided for all newly employed staff. This is to make sure that they understand what is expected of them and that people are cared for properly and safely. A wide range of appropriate and ongoing training in moving and handling, detection of abuse, basic food hygiene, fire safety, infection control and other relevant topics is provided to staff at the home. Training provided to individual staff is recorded in detail in their file. Glenhomes Residential Home DS0000009286.V337506.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 & 38. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is well managed and run in the best interest of the residents. EVIDENCE: One of the owners is the Registered Manager. We have been informed that the owners’ son is applying to be the registered manager. He has been working as the deputy manager for two and a half years and now wishes to be registered with the Commission. As the present manager is not regularly in the home, we discussed the importance of making sure that the present acting manager becomes registered. Glenhomes Residential Home DS0000009286.V337506.R01.S.doc Version 5.2 Page 20 Management send out surveys to residents and relatives asking for their views on the care and facilities provided. This is part of what is known as Quality Assurance. We discussed looking at expanding their quality assurance system by, for example, the manager doing a regular check of lots of things in the home. This could be checking for hazards around the building and also checking the records about care and medicines. The findings could then be written down and any concerns identified could be acted on. We were told that any concerns in relation to refurbishments, the decoration or health and safety are referred to the handyman. The system for the safekeeping of residents’ finances was not looked at on this inspection. There were no issues last time. The system was good. Regular weekly checking and testing of fire detection system, fire exits and emergency lights was undertaken and written down when it had been done. Information received from the AQAA showed that the equipment and services within the home were serviced on a regular basis in accordance with the individual requirements. Glenhomes Residential Home DS0000009286.V337506.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 X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 2 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 X X 2 2 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X X X X 3 Glenhomes Residential Home DS0000009286.V337506.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. 1. Standard OP21 Regulation 13(4)(a) Requirement To ensure the safety of residents and staff, call bells must be installed in all resident areas. Call bell leads must also be in place when the call bell is not easily accessible. Residents must be protected from accidental burning from hot radiators and fires. To ensure that the home continues to be well managed the acting manager must apply to become registered with The Commission. Timescale for action 31/03/08 2. 3. OP25 OP31 13(4)(a) Care Standards Act 2000. 11(1) 11/02/08 31/03/08 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. Refer to Standard OP8 Good Practice Recommendations To ensure that the majority of residents can have their weight monitored, serious consideration should be given to providing sit on weigh scales. To ensure that medicines are stored at the correct DS0000009286.V337506.R01.S.doc Version 5.2 Page 23 OP9 Glenhomes Residential Home 3 OP24 temperature, the drugs fridge temperature should be taken and recorded at least daily. To ensure the safety and well being of staff and residents it is strongly recommended that advice be sought from the Environmental Health Department or the Health and Safety Executive in relation to the residents smoking in their bedrooms. Glenhomes Residential Home DS0000009286.V337506.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Manchester Local office 11th Floor West Point 501 Chester Road Manchester M16 9HU 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 Glenhomes Residential Home DS0000009286.V337506.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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