Care Home: Grosvenor Hall

What the care home does well Before new people come to live at the home, the manager makes sure she has all the right details about them, so that he and they are clear that the home is the right place for them to live and that their needs will be met. A person who had recently moved into the home who told us they were `quite happy with the move`, `staff were very helpful and supported me when needed`. The residents at the home felt the care they received was good. Comments such as the staff are "kind" and "lovely" were made to us frequently. The residents` personal and health care needs were being well met. All the residents looked well cared for and if they were ill, the GP or district nurse is immediately sent for. When we have asked the owner to investigate a complaint about care in the home, we have received a prompt and detailed reply giving us the information we asked for. Meals and mealtimes were considered to be an important part of the residents` day. The dining rooms are nice places to sit, eat and meet with other residents. The residents said that they really enjoyed their meals. Residents were satisfied with the choice of meals and the way they were cooked and served. The home has an experienced and enthusiastic team of staff who work well together and enjoy taking part in training and development sessions. The staff are motivated and keen to ensure that residents receive high standards of care. The manager was experienced and ran the home well. She made sure she checked out staff before they started working at the home and gave them training and support to make sure they did the job to the best of their ability. Both residents and staff benefit from the home`s strong leadership and open management style. What has improved since the last inspection? Record keeping has improved a lot. The manager can now demonstrate more clearly to us the care provided at the home. Care plans are well ordered and easy to read. This makes it a lot easier for staff to keep up to date with residents` changing needs. New records are being used to check that residents with poor appetites are checked regularly and the staff take any action needed. Further progress has been made to make the home more homely with lounges being decorated and new furniture provided. CARE HOMES FOR OLDER PEOPLE Grosvenor Hall Lancashire Hill Stockport Cheshire SK4 1RH Lead Inspector Bernard Tracey Unannounced Inspection 13th August 2008 08:00 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 Grosvenor Hall DS0000069123.V369401.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. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Grosvenor Hall Address Lancashire Hill Stockport Cheshire SK4 1RH 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) 0161 480 3634 0161 475 6082 eddie.kasprowice@castlecarenorth.co.uk Grosvenor Care (Cheshire) Ltd Mrs Aylwen Ann Northrop Care Home 54 Category(ies) of Dementia - over 65 years of age (22), Old age, registration, with number not falling within any other category (54), of places Physical disability (8) Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following categories of service only: Care home with Nursing - Code N, to people of the following gender:- Either; whose primary care needs on admission to the home are within the following categories: Old age not falling within any other category - Code OP; Dementia over 65 years of age - Code DE (E) (maximum number of places: 22); Physical disability over 45 years - Code PD (maximum number of places: 8). The maximum number of people who can be accommodated is: 54. 27th March 2008 Date of last inspection Brief Description of the Service: Grosvenor Hall is a listed building that has been converted from an orphanage into a facility as a care home and is situated on a main road, close to Stockport town centre. The home provides nursing and personal care for up to 54 service users accommodated on two floors. The majority of bedrooms are single en-suite. There are separate lounges and dining rooms, two ‘quiet’ lounges offering a variety of settings in which service users are able to receive visitors, socialise and participate in activities. The home is on a main bus route with a bus stop outside. There is ample parking for visitors’ cars. Fees for accommodation and care at the home range from £340.00 to £400.00 per week. Additional charges are made for hairdressing and chiropody services, newspapers and personal toiletries. Grosvenor Hall DS0000069123.V369401.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. We (the Commission of Social Care Inspection) undertook a key inspection, which included an unannounced visit to the home. The staff at the home did not know the visit was going to take place. The manager was asked to fill in a questionnaire, called an Annual Quality Assurance Assessment (AQAA), telling us what they thought they did well, what they need to do better and what they have improved upon. Where appropriate, these comments have been included in the report. Several weeks before the inspection, questionnaires were sent out to the staff at the home and we have received six completed forms. Service user questionnaires were left with selected residents during our visit but none have been returned. The questionnaires asked what people thought of the care and services provided by the home. We spent six hours at the home. During this time, we looked at care and medicine records to ensure that health and care needs were met and also studied how information was given to people before they decided to move into the home. A tour of the building was undertaken and we examined safety records to make sure that the equipment in the home was being serviced and checked on a regular basis. We also examined files that contained information about how the staff were recruited for their jobs, as well as records about staff training. We spent time speaking to six residents, as well as speaking to the manager and five staff. We have received four complaints about the service. Two referrals have been made to the Social Services Safeguarding and have been investigated fully. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 6 What the service does well: Before new people come to live at the home, the manager makes sure she has all the right details about them, so that he and they are clear that the home is the right place for them to live and that their needs will be met. A person who had recently moved into the home who told us they were ‘quite happy with the move’, ‘staff were very helpful and supported me when needed’. The residents at the home felt the care they received was good. Comments such as the staff are “kind” and “lovely” were made to us frequently. The residents’ personal and health care needs were being well met. All the residents looked well cared for and if they were ill, the GP or district nurse is immediately sent for. When we have asked the owner to investigate a complaint about care in the home, we have received a prompt and detailed reply giving us the information we asked for. Meals and mealtimes were considered to be an important part of the residents’ day. The dining rooms are nice places to sit, eat and meet with other residents. The residents said that they really enjoyed their meals. Residents were satisfied with the choice of meals and the way they were cooked and served. The home has an experienced and enthusiastic team of staff who work well together and enjoy taking part in training and development sessions. The staff are motivated and keen to ensure that residents receive high standards of care. The manager was experienced and ran the home well. She made sure she checked out staff before they started working at the home and gave them training and support to make sure they did the job to the best of their ability. Both residents and staff benefit from the home’s strong leadership and open management style. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 7 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. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 8 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 Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 9 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. (6) does not apply Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. Admissions are not made to the home until a full needs assessment has been undertaken, to confirm that they can meet the needs of the individual. EVIDENCE: Admissions are not made to the home until a full needs assessment has been undertaken. Care files contain relevant paperwork, including social work assessments and reports from health care professionals prior to a person choosing to stay at the home. The manager also carries out an assessment, which includes a visit to see the person in his or her own home or while in hospital. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 10 These measures ensure that admissions to the home only take place if the service is confident staff have the skills, ability and qualifications to meet the assessed needs of the prospective resident. This results in successful placements. We spoke with a person who had recently moved into the home who told us they were ‘quite happy with the move’, ‘staff were very helpful and supported me when needed’. Standard 6 does not apply to Grosvenor Hall, as they do not provide intermediate care services. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 11 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. Residents’ health and personal care needs are being met and are addressed in detailed care plans. EVIDENCE: Individual records are kept for each resident and contain comprehensive information relating to all aspects of health, personal and social care needs of the residents. From this information an individual plan of care is drawn up with the involvement of the resident or their relative to ensure that the care needs are met. Significant progress has been made in relation to the care plan documentation and methods of recording how the needs of the residents will be met. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 12 Risk assessments were in place and covered such areas as moving and handling, nutrition, pressure sores, the use of bed rails and falls. Risk assessments and the care plans were evaluated as and when required but at least on a monthly basis. The residents were weighed in accordance with their nutritional risk assessment but at least on a monthly basis and the weight recorded on a chart kept in their care plan. The home works to an efficient Medication Policy supported by procedures and practice guidelines. Staff follow robust systems to make sure that medication records are fully completed, contain required entries and are signed by appropriate staff. Staff were observed delivering care in a sensitive and respectful manner: addressing residents by their preferred name, knocking on doors and enabling residents to maintain as much independence as possible. Inspection of the care files identified that the residents had access to health care professionals, such as dentists, opticians, chiropodists Tissue Viability Nurse and district nurses. Equipment necessary for the prevention and treatment of pressure sores was readily available within the home. Continence aids were in use and the staff were aware of how to contact the continence nurse advisor for advice, if deemed necessary. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 13 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. Social activities provide daily variation and interest for people living in the home. The dietary needs of the residents were well catered for with a balanced and varied selection of food being served. EVIDENCE: The residents’ involvement in social activities varies greatly according to their abilities and needs. Some of the residents spoken to preferred to stay in their own bedrooms and enjoyed reading, listening to music and watching the television. The home has a very pleasant friendly atmosphere. The activities person has given thought to arranging social activities to suit individual needs and preferences. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 14 Social needs are assessed in detail when a resident is admitted and residents spoken with were pleased with the home’s varied programme of social events. Staff work hard to ensure social interests are stimulating and it was evident through discussion with a number of residents that they enjoy a full lifestyle. Regular outings are arranged and the staff accompanied nine residents on a barge trip. A discussion with the residents and care staff confirmed that the residents were able to receive visitors in private and that they were able to choose whom they see and do not see. Visitors can be seen in the privacy of the resident’s bedroom although many choose to sit in one of the communal areas. Residents are encouraged to bring personal possessions into the home. Many of their bedrooms were highly personalised with small pieces of their own furniture, pictures, photographs and ornaments, etc. We did not dine with the residents but observed breakfast and lunch being served in the dining rooms. The meals served were of ample portion and looked appetising. The tables were nicely set with napkins, cruets and cold drinks. Staff discreetly assisted some residents to eat. There was always a choice of meal at lunchtime and evening. The menus were inspected and they looked varied and nutritious. Mid-morning and midafternoon drinks were served and milky drinks were provided at suppertime. A discussion with the residents showed that they were very happy with the choice and quality of the food provided. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 15 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. There is a clear complaints procedure and residents and their families know action will be taken to resolve their concerns. Staff have a good knowledge and understanding of Adult Protection issues which safeguards residents from abuse. EVIDENCE: The home’s complaint procedure is on display and residents interviewed were satisfied with all arrangements in the home and were aware of how to make a complaint if needed. A staff member said, “If a resident wanted to make a complaint, I would go to the manager and give her the information”. The CSCI has recently been notified of a complaint about the home and, at the time of the inspection, the Registered Provider was investigating the details. We have received four further complaints and these matters have been investigated by the Provider under their complaints policy. Two further complaints have been investigated under the Safeguarding of Adults procedure. The complaint log was seen and complaints recorded. All of these complaints appeared to have been dealt with satisfactorily. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 16 The home has a copy of the Local Authority’s Guide for the Protection of Vulnerable Adults. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 17 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 & 26 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. Residents live in pleasant, safe, comfortable and generally well-maintained surroundings. EVIDENCE: The home is well maintained, decorated to a good standard and was clean and tidy during the site visit. A redecoration programme for the personal accommodation is underway and we were informed that the owner was committed to decorating one bedroom each week until all of the rooms have been completed. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 18 The home is suitable to meet the needs of residents. Specialist equipment is provided, including grab rails, a call bell system and assisted bathing and toilet facilities. The home is well laid out and accommodation is clearly signed so that residents can identify their own rooms. A partial tour of the building was undertaken, two bathrooms, the communal areas and six bedrooms were viewed. The bathrooms were clean and tidy and hot water temperatures are recorded each month to ensure the hot water is delivered at a safe temperature. Bedrooms viewed had individual items and were homely. A resident said, “I have everything I need, including some of my own furniture”. Bedrooms have door locks and storage space for valuable items. They also have a call system with a hand held buzzer to call for assistance when needed. The home usually has two domestics on duty, who have clear cleaning rotas, which include regular steam cleaning of carpets. This leads to a clean and hygienic home where odours are kept to a minimum. The laundry is situated in the basement and was well equipped with two large industrial washers with sluice programme and two driers. The laundry staff felt that there were not enough assistants employed in the laundry to cope with the workload. The owner has said that a new laundry will be built in the future with more capacity but, in the meantime, it is recommended that a review of the laundry operation be undertaken with a view to increasing the number of staff employed there. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 19 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. There are appropriately trained and experienced care staff employed so that residents feel supported and that their needs are understood and met. The home’s recruitment policy is generally robust to protect the residents. EVIDENCE: The staffing rotas for the month of July were viewed along with the current rotas. Sufficient numbers of staff were on duty at the time of the site visit to care for the residents and the staff team comprised of seven care staff, one Registered Nurse, the manager, a maintenance man, domestic and catering staff. The home has a stable workforce and a number of staff have worked there for many years. No new permanent care staff have been appointed since the last inspection and outstanding shifts are filled by existing or bank staff but during holiday periods Agency staff may be used. Staff were complimentary regarding the support they receive from the manager. Residents interviewed described the staff as “Caring”, “Helpful”, “Polite” and “all the members of staff support us and each other in a very caring way”. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 20 The home has a rolling programme for staff training and a training plan viewed evidenced courses attained in safe working practices including, fire prevention, manual handling, infection control, first aid and health and safety, Dementia care and the Protection of Vulnerable Adults. All the staff have attended abuse awareness training and other courses relevant to the older person. The selection procedure includes obtaining two written references, a formal interview. All staff had enhanced CRB disclosure checks. Upon appointment staff are issued with a handbook, which includes job descriptions and terms and conditions. Appointments are subject to a six-month probationary period. A sample of staff files were examined and these contained all the relevant documentation and were clearly sectioned and well-organised. These are all good practices and ensure that a carefully selected and vetted staff team supports residents. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 21 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 & 38 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. The registered manager provides guidance and support to staff, ensuring that the residents receive a consistently high standard of care, and to ensure the home is run in the best interests of the residents. EVIDENCE: The manager has the required qualifications and experience, and is competent to run the home. She works to continuously improve services and provide an increased quality of life for residents. There is a strong emphasis of being open and transparent in all areas of running of the home. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 22 The manager is supported well by the owners, a competent senior staff team, and the home generally has a low staff turnover rate. She has successfully applied to the Commission of Social Care Inspection to be registered as the manager of the home. The appointment of a nurse deputy manager has been made and is awaiting confirmation from the owners. Care staff reported that they received good support from senior staff and had regular supervision to discuss their role and personal development. This leads to a stable and consistent service for people living in the home, which is particularly important. The home operates to a recognised Care Quality Assurance and standards that include physical aspects of running the home, as well as monitoring the delivery of service. The providers carry out Regulation 26 monitoring visits. There are some good quality initiatives that ensure residents’ views are instrumental in the running of the home. Residents and relatives regularly attend meetings and are provided with survey forms to establish what they think of the home. Residents and relatives interviewed were satisfied with the overall management of the home and were pleased with the support offered by the manager and staff. The administrative systems within the home were found to be up-to-date and in good order. The manager, supported by the owners, ensures the home is run in an efficient and effective manner. Residents manage their own money when appropriate. Where a resident needs support with managing their money, then a record of all money they give in and take out is kept and receipts are kept for purchases whenever possible. The home has effective systems in place to ensure the safety and upkeep of the physical environment, such as cleaning rotas and maintenance records. Fire records, annual gas and electrical checks and servicing of hoists were all checked and these were all up-to-date. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for 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 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 2 X X X X X X 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 3 X X 3 Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 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. 1 2 3 Refer to Standard OP7 OP19 OP27 Good Practice Recommendations The manager should ensure that all care files contain a recent photograph of the resident to ensure correct identification of the individual. The current programme of refurbishment should be completed as soon as possible to improve the environment for the residents. The manager should ensure that sufficient staff are available in the laundry to ensure an effective and efficient service to the residents is maintained. Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Manchester Area Office Unit 1, 3rd Floor 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 Grosvenor Hall DS0000069123.V369401.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. 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