Care Home: Haythorne Place

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What the care home does well People do not move into the home without having there needs assessed. Each person has a care plan that details their health, personal and in the main their social care needs. People`s health care needs were met and people were treated with respect and dignity.Activities were provided and people had the opportunity to go out on trips. Contact with family and friends was encouraged and people were supported to make choices. Staff said for those less able to make choices they made choices for them based on what they knew about the individual. There was a choice at mealtimes and efforts are made to cater for people who preferred a more individual diet. Complaints were taken seriously and there were procedures in place to make sure that people were protected from abuse. The premises are reasonably maintained and there is a written plan of redecoration and refurbishment of the home, which is ongoing. This will make sure that people live in a well-maintained environment. One relative told us "the staff look after my friend to the best of their ability". Another said, "I think the home is first class the staff are very helpful, I could not wish for better, the staff are very kind to visitors". Efforts are made to maintain the staffing levels and there are procedures in place to get cover when needed. Staff are provided with training and guidance that makes sure they have the skills and knowledge to support people appropriately. The home is well managed and people are able to comment on the standard of care they receive. There are measures in place to manage peoples finances and in the main staff practice safe working procedures to make sure that the health safety and welfare is promoted for the people using he service and for themselves. What has improved since the last inspection? Care is provided to people in an appropriate manner taking into consideration people`s wishes and feelings and promoting people`s dignity. Displays giving the date time season of the year and the weather are displayed in an effort to orientate people. Since the last inspection maintenance work has been carried out. Some refurbishment, decoration and replacement of rotting windows have taken place. The manager has in place an ongoing plan of maintenance and refurbishment. The records show that equipment is serviced regularly and hazardous substances are securely stored. What the care home could do better: Care plans need to be fully reviewed to reflect people`s changing needs. Medication needs to be stored safely at all times. CARE HOMES FOR OLDER PEOPLE Haythorne Place 77 Shiregreen Lane Sheffield South Yorkshire S5 6AB Lead Inspector Shirley Samuels Unannounced Inspection 9th July 2008 08:30a 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 Haythorne Place DS0000069695.V364424.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. Haythorne Place DS0000069695.V364424.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Haythorne Place Address 77 Shiregreen Lane Sheffield South Yorkshire S5 6AB 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) 0114 242 1814 0114 231 7780 haythorneplace@schealthcare.co.uk Southern Cross Healthcare (Focus) Limited Mrs Verlinda Croft Care Home 120 Category(ies) of Dementia (75), Mental disorder, excluding registration, with number learning disability or dementia (9), Old age, not of places falling within any other category (40), Physical disability (20) Haythorne Place DS0000069695.V364424.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care home with nursing - Code N To service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Dementia - Code DE, maximum number of places 75 Mental Disorder - Code MD, maximum number of places 9 Physical Disability - Code PD, maximum number of places 20 Old Age, not falling within any other category - Code OP, maximum number of places 40 The maximum number of service users who may be accommodated is 120. 17th July 2007 2. Date of last inspection Brief Description of the Service: Haythorne Place is a purpose built care home situated in the Shiregreen area to the north east of Sheffield. The home consists of six separate two-storey houses, personal and nursing care is provided within Haythorne Place. The home was built in 1995 and was registered with a new company Southern Cross Healthcare (Focus) Limited in January 2007. All residents’ rooms are single and ensuite. There is also a small shop on site for the use of residents and their visitors. The home is situated on bus routes and is near to local shops and other amenities. The manager confirmed that the range of monthly fees from 17th July 2007 were £320 - £2,007 per week. Additional charges included hairdressing and private chiropody. Haythorne Place DS0000069695.V364424.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 two star. This means people who use the service experience good quality outcomes. This was a key inspection carried out by Shirley Samuels on Wednesday 09/07/08 from 8:30am-5:40pm In the report we make reference to “us” and “we”, when we do this we are referring to the inspector and the Commission for Social Care Inspection. The inspector sought the views 20 people using the service, (with the support of two staff members) four staff four relatives and the registered manager who assisted with the inspection. This visit was a key inspection and the inspector checked all the key standards. During this visit we looked at the environment, and made observations on the staffs’ manner and attitude towards people. We checked samples of documents that related to peoples support, care and safety. These included three assessments and care plans, three medication records, and three staff recruitment files. The inspector looked at other information before visiting the home. This included the Annual quality assurance assessment (AQAA). This is information provided by the manager about how the service has developed over the last 12 months and what further changes are planed to improve. We also received surveys from five relatives’ four people using the service Two-health professionals and three members of staff. The inspector would like to thank everyone for their welcome and help in this inspection. What the service does well: People do not move into the home without having there needs assessed. Each person has a care plan that details their health, personal and in the main their social care needs. People’s health care needs were met and people were treated with respect and dignity. Haythorne Place DS0000069695.V364424.R01.S.doc Version 5.2 Page 6 Activities were provided and people had the opportunity to go out on trips. Contact with family and friends was encouraged and people were supported to make choices. Staff said for those less able to make choices they made choices for them based on what they knew about the individual. There was a choice at mealtimes and efforts are made to cater for people who preferred a more individual diet. Complaints were taken seriously and there were procedures in place to make sure that people were protected from abuse. The premises are reasonably maintained and there is a written plan of redecoration and refurbishment of the home, which is ongoing. This will make sure that people live in a well-maintained environment. One relative told us “the staff look after my friend to the best of their ability”. Another said, “I think the home is first class the staff are very helpful, I could not wish for better, the staff are very kind to visitors”. Efforts are made to maintain the staffing levels and there are procedures in place to get cover when needed. Staff are provided with training and guidance that makes sure they have the skills and knowledge to support people appropriately. The home is well managed and people are able to comment on the standard of care they receive. There are measures in place to manage peoples finances and in the main staff practice safe working procedures to make sure that the health safety and welfare is promoted for the people using he service and for themselves. What has improved since the last inspection? Care is provided to people in an appropriate manner taking into consideration people’s wishes and feelings and promoting people’s dignity. Displays giving the date time season of the year and the weather are displayed in an effort to orientate people. Since the last inspection maintenance work has been carried out. Some refurbishment, decoration and replacement of rotting windows have taken place. The manager has in place an ongoing plan of maintenance and refurbishment. The records show that equipment is serviced regularly and hazardous substances are securely stored. Haythorne Place DS0000069695.V364424.R01.S.doc Version 5.2 Page 7 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. Haythorne Place DS0000069695.V364424.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 Haythorne Place DS0000069695.V364424.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): 1,3 and 6 People who use the service experience good outcomes in this area. We made this judgement using a range of evidence including a visit to the service. People had the information they needed and were assessed before they moved into the home. The home does not provide intermediate care. EVIDENCE: In the AQAA the manager told us that a range of information about the home is provided to people. On the visit we saw written information in peoples rooms about the home and people recognised the document when we showed it to them. The information was regularly updated to reflect changes in the organisation. Each file contained an assessment that was carried out before the person moved into the home. Staff told us that in the main they felt they received Haythorne Place DS0000069695.V364424.R01.S.doc Version 5.2 Page 10 enough information to make a judgment about whether or not they could meet the person’s needs. Haythorne Place DS0000069695.V364424.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 and 10 People who use the service experience good outcomes in this area. We made this judgement using a range of evidence including a visit to the service. Care plans were in place, people’s health care needs were met and people were treated with respect and dignity. There were some shortfalls in the reviewing of care plans and in individual practice regarding the safe storage of medication. EVIDENCE: Each person had a care plan they contained details about peoples needs and the action staff needed to take to meet those needs. People told us they were involved in setting up their care plans and relatives told us they were also consulted and able to make a contribution. Records showed that care plan reviews took place on a monthly basis. These reviews however lacked detail and did not reflect peoples changing needs as reflected in the daily recordings. For the majority of care plan reviews Haythorne Place DS0000069695.V364424.R01.S.doc Version 5.2 Page 12 comments such as “No change to care plan” or “care plan needs remains the same”. This is insufficient and does not keep staff up to date with peoples changing needs. Daily records were kept of the care provided. Our observation of the records was that they were detailed but in many cases lacked the social and emotional observations of a person’s day. For example what activities and interactions a person had and what were the outcomes of these on the quality of life for the person. People told us Staff called the DR for them when they were ill. Staff reported issues to the nursing staff or to the senior care who made sure that health care professionals were obtained for people. The records showed that people saw the dentist, opticians and chiropodist on a regular basis. Relatives spoke positively about the support and care people received at the home. One relative commented about the lack of support for people when they had to be admitted to hospital. They an example of staff not attending a meeting at the hospital to review needs in preparation for discharge from the hospital back to the care home. There were procedures in place for the safe receipt storage administration and disposal of medication. Staff were observed administering medication and this was done appropriately. There was however one example, in one of the houses were a medication trolley was left unattended with the keys left in the lock. This placed people at risk of harm and was against the homes policies and procedures. Observations were made of people being treated with respect and dignity. Staff gave people information and offered choices. People were spoken to in a gentle and caring manner. Some staff had banter with some people, which was appropriate for the individual. Haythorne Place DS0000069695.V364424.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 and 15 People who use the service experience good outcomes in this area. We made this judgement using a range of evidence including a visit to the service. Activities are provided People are supported to make choices. Contact with family and friends is encouraged and in the main people are satisfied with the food provided. EVIDENCE: Relatives told us that activities were available for people who wanted to take part. People using the service told us “There are loads of art and crafts, bingo we are very happy” others told us “it would be nice to go out on a few more trips with the staff”. There is a full time activities coordinator employed at the home. Staff told us that trips to the coast, films and coffee mornings and shopping trips take place. On the day of the visit relatives told us they were made welcomed when they visited and were offered a drink. They said contact with family and friends is Haythorne Place DS0000069695.V364424.R01.S.doc Version 5.2 Page 14 encouraged. Some people went out with family and friend’s one person received support and befriending from a person outside of the service. Staff gave examples of how they encouraged choice on a daily basis they told us that people using the service were given choices about what time to get up choice of food, activities and generally how to spend their day. People told us they were able to “do what they want”, “we can please ourselves pretty much”. Observations were made of mealtimes. People who needed assistance with eating were supported appropriately and sensitively. We received mixed comments about food. People said the food was “ok, all right, good potions, Satisfied with the menus” others said “sometimes ok sometimes rubbish”, the food is alright but it is not always warm”. Staff told us that they catered for people who needed an individualised menu for reasons of health culture or preference. In the main these were provided and people’s individual needs were recorded in their care plan and implemented in practise. Haythorne Place DS0000069695.V364424.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 and 18 People who use the service experience good outcomes in this area. We made this judgement using a range of evidence including a visit to the service. Complaints are taken seriously and there are procedures in place to protect people from harm. EVIDENCE: One relative told us “I have only had one instant to complain the complaint was dealt with more or less straight away”. Since the last inspection we have received one complaint. This was passed back to the home to investigate. Records of complaints were kept at the home and included details of the complaint, the outcome of investigations and the response to the complainant. Information about how to make a complaint was displayed in the home and detailed in the written information provide to people. Staff were able to tell us the action they would take if a complaint was made to them. This means that people’s complaints are listened to and taken seriously. Since the last inspection there has been one referral made to social services under the procedures for safeguarding adults. A strategy meeting was held and a decision was made to take the issue out of the safeguarding procedures. Haythorne Place DS0000069695.V364424.R01.S.doc Version 5.2 Page 16 Recommendations were made and the home has submitted evidence to show the action they took to protect people. Haythorne Place DS0000069695.V364424.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 and 26 People who use the service experience adequate outcomes in this area. We made this judgement using a range of evidence including a visit to the service. The home is reasonably maintained. EVIDENCE: One relative told us “the home is well decorated but at times I have to ask for my friends carpet to be cleaned”. Some staff told us there is a need for some part of the home to be decorated and for furniture to be replaced. In the AQAA the manager told us there is an ongoing environmental improvement plan. Since the last inspection parts of the home have been decorated, windows have been replaced and flooring replaced in targeted areas. The manager identified some areas that are still in need of attention. Since the last inspection decoration of toilets and bathrooms had taken place and staff had made efforts to create a more “homely” feel in these areas. Haythorne Place DS0000069695.V364424.R01.S.doc Version 5.2 Page 18 Some of these floor coverings had paint spots on them and needed to be cleaned. The home was clean. Domestic staff identified some areas that were difficult to maintain to the standard required. There was one bedroom in particular that had an offensive odour. Staff said equipment and cleaning materials needed to do their job was always available. This made sure that people lived in a clean and hygienic environment. Haythorne Place DS0000069695.V364424.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 and 30 People who use the service experience good outcomes in this area. We made this judgement using a range of evidence including a visit to the service. Safe staffing levels are maintained. People are supported by competent staff and are protected by the recruitment procedures. EVIDENCE: One relative told us, “the staff look after my friend to the best of their ability” another said, “the home keeps us up to date about the care and health of my relative. When asked about how the service could be improved one relative told us” to provide more staff as the staff seem to be overworked and working long hours. The staff are dedicated but cannot always do the job as well as they would wish”. One professional visitor told us that the quality of care and support varies between the different houses and different members of staff. They added that in general the quality of care is satisfactory. To make sure the staffing levels were met on the day of the inspection the manager had to call in two agency staff. Staff told us there were times when they worked below the staffing levels but added that efforts are always made Haythorne Place DS0000069695.V364424.R01.S.doc Version 5.2 Page 20 to try and cover shortages. The staff told us they worked as a team and tried to help out by covering shortages whenever they could. In the AQAA the manager told us the home employs 67 staff in total. She said 41 of the staff were trained to National Vocational qualification (NVQ) Level 2 in care and that a further 12 were currently working towards this. This means that suitably qualified staff are supporting people who use the service. The home has a recruitment policy. We checked three staff files they contained evidence that the procedure for recruitment of staff was followed. There was not however a recent photograph of each staff member on their file. References and criminal records checks were included, people were interviewed and there suitability for the job examined. This made sure that the recruitment practices protected people from harm. Staff told us they received regular training and were able to identify their own training needs. Staff said they had received specialist training on caring and supporting people with dementia. Staff told us hat training had heightened their awareness, reminded them of good practice and confirmed for them that they were doing a good job. The records showed that essential training in fire safety, moving and handling, first aid, food safety and health and safety was provided and refresher training received at appropriate intervals. This means that staff are trained and competent to do their jobs. Haythorne Place DS0000069695.V364424.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 and38 People who use the service experience good outcomes in this area. We made this judgement using a range of evidence including a visit to the service. The home is well managed and there are procedures in place to reduce the risk of injury to people. EVIDENCE: The manager is qualified experienced and competent to do her job. Staff told us that the manager gives them up to date information and supports staff. They added that the manager was approachable and that they could go to her if they had any problems. People are able to comment on the quality of the service. Relative’s friends and other visitors to the home are also asked what they think. The manager has Haythorne Place DS0000069695.V364424.R01.S.doc Version 5.2 Page 22 given examples of how the home has responded to comments received from people. This means that the home is run in the best interest of the people using the service. There are safe procedures in place for the safe keeping and management of people’s monies. People told us they were able to take care of and spend small amounts of money and they were happy with the arrangements for their money. Records were kept of people’s income and expenditure and receipts were in place for items purchased. People’s savings were placed into interest baring accounts. This made sure that people’s financial interest was safeguarded. Staff were able to tell us how on a daily basis they promoted the health safety and welfare of people using the service. They told us they had received training; equipment was in place and serviced. Repairs were dealt with quickly, if they posed a risk. Staff understood their responsibilities for maintaining a safe environment and for reporting hazards. The home had fire risk assessments and records showed that everyday practise and safety measures promoted fire safety. This means that the health safety and welfare of people and staff is promoted. Haythorne Place DS0000069695.V364424.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 3 x 3 x x N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 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 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 x x x 3 Haythorne Place DS0000069695.V364424.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? YES 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 OP7 Regulation 15 Requirement Timescale for action 13/08/08 2 OP9 13 So that staff have up to date information about peoples needs. Care plans must be regularly reviewed and must reflect changes and developments in peoples needs. So that people are protected 13/08/08 from harm. Medication must be securely stored and never left unattended. Previous timescale 1/9/07 not met 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 OP7 OP8 Good Practice Recommendations Daily care notes should reflect not just the clinical observations but the social and emotional out comes for people. The home should consider providing information about the support people can expect to receive from the staff at the home during stays in hospital. DS0000069695.V364424.R01.S.doc Version 5.2 Page 25 Haythorne Place 3 4 5 6 OP15 OP19 OP29 OP26 Consideration should be given to the comments about food and action taken to make sure food is always hot and that people are satisfied. The spots of paint on the floor coverings should be cleaned. There should be a recent photograph on each staff members file. All parts of the home should be kept clean and free from offensive odours. Haythorne Place DS0000069695.V364424.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection North Eastern Region St Nicholas Building St Nicholas Street Newcastle Upon Tyne NE1 1NB 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 Haythorne Place DS0000069695.V364424.R01.S.doc Version 5.2 Page 27 - 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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