Care Home: Highfield Road (5)

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What the care home does well Good information is available to people about the home. The needs of people using the service are fully assessed to make sure that they can be met. Care plans generally give good information about the support needs of people using the service. Risk plans are completed to help people live as independently as they can. The health care needs of people who use the service are addressed and people have access to appropriate healthcare professionals. Medication is well managed by the service. Most people who use the service have communication difficulties so were not able to express their feelings directly to us however people were appropriately dressed and appeared relaxed and comfortable in their surroundings. The home has worked with the Speech and Language Therapy Team in order to develop better communication between people and staff and visa versa. People live in a clean, comfortable and homely environment. Individuals are encouraged to personalise their rooms. There are plans in place to redecorate parts of the home. Staff have good training opportunities. The recruitment process is good with systems to make sure that appropriate checks are made. Staff are receiving formal supervision on a regular basis. The home received a number of cards from relatives thanking the staff at the home for the care offered to their loved ones. One card included the comment "thank you for making number 5 such a happy home". What has improved since the last inspection? The deputy manager has attended training with Croydon Social services on person centred planning. The registered manager told us that the deputy manager was now the person centred plan coordinator at the home and there are plans in place to ensure that person centred plans are developed for the people who use the service. Staff has attended training on diabetes the administration of insulin. Staff has attended training on safeguarding adults. CARE HOME ADULTS 18-65 Highfield Road (5) 5 Highfield Road Purley Surrey CR5 2JJ Lead Inspector James O`Hara Unannounced Inspection 16th June 2008 10:30 Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Adults 18-65. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Highfield Road (5) Address 5 Highfield Road Purley Surrey CR5 2JJ 020 8660 6676 020 8660 1547 elizabeth.mahdi@sabp.nhs.uk/nesom@hotmail.c o.uk Surrey and Borders Partnership NHS Trust 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) Elizabeth Hawah Mahdi Care Home 11 Category(ies) of Learning disability (11) registration, with number of places Highfield Road (5) DS0000028115.V365543.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 only - Code PC to service users of the following gender: Either whose primary care needs on admission to the home are within the following category; 2. Learning Disability - Code LD The maximum number of service users who can be accommodated is: 11 Date of last inspection Brief Description of the Service: 5 Highfield Road is a residential home for adults with physical and learning disabilities, it is owned, managed, and staffed by the Surrey and Borders Partnership NHS Trust, a specialist health provider for people with learning disabilities. There are ten residential places at the home and one respite bed. Highfield Road is a large detached house located in a quite residential road in a quiet area of Purley and is well placed for access to Croydon and Purley town centres. The home has a large lounge, separate dining room, kitchen and laundry room. There is also a sensory room attached to the lounge. To the rear of the home is a large, well-maintained private garden, which is very popular with people who use the service in the summer months. The fee charged at the home is £1098.28 per week. Highfield Road (5) DS0000028115.V365543.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 star. This means the people who use this service experience good quality outcomes. We spent two and a half hours at the home and talked with one member of staff and the registered manager at the time we visited. Records and documents looked at included care plans, staff files, training records and health and safety records. Completed surveys were received from relatives of people who live at the home. The home completed an Annual Quality Assurance Assessment (AQAA) to tell us about the service provided, how it makes sure of good outcomes for the people using it and any planned developments. What the service does well: Good information is available to people about the home. The needs of people using the service are fully assessed to make sure that they can be met. Care plans generally give good information about the support needs of people using the service. Risk plans are completed to help people live as independently as they can. The health care needs of people who use the service are addressed and people have access to appropriate healthcare professionals. Medication is well managed by the service. Most people who use the service have communication difficulties so were not able to express their feelings directly to us however people were appropriately dressed and appeared relaxed and comfortable in their surroundings. The home has worked with the Speech and Language Therapy Team in order to develop better communication between people and staff and visa versa. People live in a clean, comfortable and homely environment. Individuals are encouraged to personalise their rooms. There are plans in place to redecorate parts of the home. Staff have good training opportunities. The recruitment process is good with systems to make sure that appropriate checks are made. Staff are receiving formal supervision on a regular basis. Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 6 The home received a number of cards from relatives thanking the staff at the home for the care offered to their loved ones. One card included the comment “thank you for making number 5 such a happy home”. 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. Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2 and 5. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Good information is available to people about the home. The needs of people using the service are fully assessed to make sure that they can be met. EVIDENCE: The home has a Statement of Purpose and Service User Guide. The Service User Guide includes all the necessary information specified in regulation 5 of the National Minimum Standards. These documents were reviewed and updated in April 2007. No new people have moved to the home since the last inspection. Surrey and Borders NHS Trust has its own assessment for admission to residential care, which is completed by the home. The fee charged at the home is £1098.28 per week. Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 and 9. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Care plans generally give good information about the support needs of people using the service. Risk plans are completed to help people live as independently as they can. EVIDENCE: All of the people who use the service have had their care plans reviewed by a care manager from the placing authority. The issue of two people sharing a bedroom had also been discussed and recorded as part of their care plan reviews. People have service user plans that have been reviewed. These include a completed health action plan, a My Plan and support plans. The My Plan included a communication profile. Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 10 People have individual risk assessments that have been reviewed. The deputy manager has attended training with Croydon Social services on person centred planning. The registered manager told us that the deputy manager was now the person centred plan coordinator at the home and there are plans in place to ensure that person centred plans are developed for the people who use the service. The home had received support from the Speech and Language Therapy Team in March 2007 and staff had attended training “Communication is more than a word”. This was in order ongoing to develop better communication between people and staff and visa versa. The registered manager produced a communication plan for one person, a picture book for another person and a menu board with pictures that people use to choose what they would like to eat. Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16 and 17. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Dietary needs are well catered for and well-balanced, nutritional meals, based on personal preferences are being prepared and offered to people who use the service. EVIDENCE: Currently none of the people who use the service have employment. People attend Geoffrey Harris House day service, some in the morning and some in the afternoon. The home offers a range of recreational activities both in and outside of the home. People go out for lunch, cinema, clubs, shopping and bus rides. The home offers in house activities such as aromatherapy and also has sensory room. The home has two minibuses so it is usual that staff support people out into the community. On the day of the inspection people who use the service went out for a trip into the community in the homes minibus. Later in the day some people went to Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 12 the day service. Most people who use the service have communication difficulties so were not able to express their feelings directly to us however people were appropriately dressed and appeared relaxed and comfortable in their surroundings. We recommended at the last key inspection that the home develop an appropriate system for recording the actual daily activity attended by people who use the service. The registered manager produced a diary in which activities attended by all of the people who use the service were recorded however people still do not have an individual programme of activities. The registered manager agreed that individuals could have an individual programme of activities kept in their personal file. The registered manager agreed to look at this recommendation again. The registered manager told us in the Annual Quality Assurance Assessment (AQAA) that people who use the service cultural needs are respected and where appropriate these are reflected in the home menu and by attendance at family mosque on important family occasion with one person. A diversity week is planned every year in the home to promote and to raise awareness of people with a disability from a diverse community and to eliminate the stigma attached to it. For last year diversity week, staff and people who use the service hosted a multi-cultural diversity Lunch/afternoon. Relatives and neighbours were invited to sample ‘foods from around the world’ and share cultural experience by bringing along items from different cultures for discussions. The home encourages people to remain in contact with their relatives. There is an open visitors policy and the home just ask that visitors phone to ensure their family member is going to be in before they visit. Family and friends are invited to any social events held at the home as well as reviews. People can be visited in any of the homes communal areas as well as in their bedrooms. The homes menus are based on a four-week rota. The Surrey and Borders NHS Trust dietician checks menus for nutritional balance. People’s dietary and cultural requirements are reflected in the menus. Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 and 20. Quality in this outcome area is good. This judgement has been made using all the available evidence including a site visit to this service. The health care needs of people who use the service are addressed and people have access to appropriate healthcare professionals. Medication is well managed by the service. EVIDENCE: We recommended at the last key inspection that staff have periodic refresher training on the administration of insulin. The registered manager told us that all staff had attended training on diabetes the administration of insulin in January this year; a Specialist Diabetic Nurse facilitated this. Staff regularly attends training on the administration of medication. People who use the service are registered with a local General Practitioner. Medication is stored in a locked cabinet in the hallway. The home uses a local chemist for advice on medication and a medication receipt and returns book is in place. Administration records examined were up to date at the time of the Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 14 inspection. A photograph of the people who use the service is on the record sheet. There are no controlled drugs used at the home. People have health action plans that are kept in their personal files. The home has also developed medical profiles of people who use the service. There are procedures in place for staff to follow in the event of individuals with epilepsy having seizures and when to administer PRN medication. Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home has a complaints procedure which is available to people who use the service. Policies are in place for the protection of vulnerable adults and staff complete training in this important area. EVIDENCE: We recommended at the last key inspection that all members of staff receive periodic refresher training on adult protection. The registered manager told us that all staff attended safeguarding adults training in January and March this year. We also recommended that the Surrey and Borders NHS Trust Whistle Blowing Policy be discussed with staff at the next team meeting. The registered manager told us that the Whistle Blowing Policy was with staff at a team meeting and all staff was provided with a copy of the policy. The registered manager told us that there had been no complaints made to the home since the last inspection. The registered manager produced a number of cards from relatives thanking the staff at the home for the care offered to their loved ones. One card included the comment “thank you for making number 5 such a happy home”. Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24 and 30. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a clean, comfortable and homely environment. Individuals are encouraged to personalise their rooms. There are plans in place to redecorate parts of the home. EVIDENCE: On the day of the inspection the premises was clean and hygienic and free from offensive odours throughout. Systems are in place to control infection in accordance with relevant legislation and published professional guidance. The home has five toilets and two baths. One of the baths is suitable for people with mobility problems. The bathrooms are situated close to people’s bedrooms and communal areas. The toilets and bathrooms were clean and in good working order. Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 17 The home has a spacious lounge, which was large enough for people to sit together if they wish. The dining room area is domestic in nature and contains suitable tables and chairs. There is also a sensory room just off the lounge area that is fully equipped and used to run aromatherapy and sensory sessions for people who use the service. There are laundry facilities with a sluice and an industrial type machine, which is capable of washing at high temperatures. A requirement was set at the last key inspection that the registered manager must ensure that the practice of wedging open the laundry room door is eliminated. The fire door leading to the laundry was closed on the day of the inspection. To the rear of the home is a large, well-maintained private garden, which is very popular with people who use the service in the summer months. The Surrey and Borders NHS Trust provide maintenance for the home on an as required basis. Some of the décor of the home was looking a bit worn, there was some torn wallpaper in the lounge, hallway and in one persons bedroom. The registered manager told us that the maintenance team had recently assessed the building and redecoration of the lounge, dining room and respite room had been approved. The registered manager told us that cracks and torn wallpaper would be made good. It was observed at the last key inspection that the ceiling in the hallway landing had water damage. At that time the registered manager told us that maintenance staff had fixed a leak in the roof and there were plans to repaint the ceiling when it dried out. However during today’s visit it was apparent that the water damage had got worse and there was a risk that the ceiling could collapse. A member of staff told us that the ceiling started leaking during a recent rainstorm. The registered manager told us that the maintenance staff had visited the home again but she wasn’t sure what they were going to do about it. The registered manager must ensure that the leak in the roof is repaired and that the ceiling is made safe. Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34, 35 and 36. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff have good training opportunities. The recruitment process is good with systems to make sure that appropriate checks are made. Staff are receiving formal supervision on a regular basis. EVIDENCE: The registered manager told us that one new member of staff had started working at the home since the last inspection. This member of staffs personnel file was examined. The file included all of the documentation as required in schedule 2 of the Care Home Regulations. The Commission has seen all current staffs Criminal Records Bureau Checks. Staffs training records were examined. The registered manager produced a staff training analysis for the home. Training has been arranged for staff to attend on moving and handling and fire safety. In the last year staff has attended training on safeguarding adults, diabetes and the administration of insulin. Most staff hold or are completing an NVQ qualification. However not all Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 19 of the training records had been kept up to date. It is recommended that the registered manager keep an up to date record of all training attended by staff. The registered manager produced recorded evidence that all members of staff are receiving regular supervision at the required frequency. All staff have an annual appraisal, the Surrey and Borders NHS Trusts “Knowledge and Skills Framework”. Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 20 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39 and 42. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well run. Good Health and Safety arrangements are in place. EVIDENCE: The registered manager has managed the home for over four years. She is a registered nurse. She told us that she has yet to complete the Registered Managers Award. She attended a Registered Managers Award induction in October 2007 but has yet to start the qualification. She produced an e-mail from Surrey and Borders NHS Trust telling her that she would start the training in 2008 but that the date had yet to be confirmed. The registered provider must ensure that the registered manager begins the Registered Managers Award. Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 21 Copies of monthly Regulation 26 Visit reports were available in the home for inspection. The registered manager produced a service users survey that had been completed by the people who use the service. A manager from the day service supported people to complete the survey however due to people’s communication difficulties the manager recorded that she was unable to make a judgement of their responses. A number of relatives had completed a survey, one relative commented, “I am more than satisfied with the care our loved one receives at the home”. In general feedback was very positive however one relative said that she would like the home to arrange more home visits from her son. The registered manager produced evidence that Portable Appliance Testing had been carried out at the home on the 8th of November 2007, a Landlords Gas Safety check had also been carried our 8th of April 2008 and the homes hot and cold water systems had been checked by the Surrey and Borders NHS Trusts maintenance team on the 28th of December 2007. The homes hot water temperatures are checked on a weekly basis. The homes fire records indicate that the homes fire alarm system is checked on a regular weekly basis and that full fire evacuations take place on a three monthly basis. The last evacuation took place on the 20th of February; the registered manager told us that a full fire evacuation is due to be carried out. The Surrey and Borders NHS Trusts maintenance team checked the homes portable fire equipment on the 31st of December 2007. Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 3 2 3 3 X 4 X 5 3 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 3 35 3 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 3 X 3 X X 3 X Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 23 No. Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard YA24 Regulation 23 (2) b. Requirement The registered manager must ensure that the leak in the roof is repaired and that the ceiling is made safe. The registered provider must ensure that the registered manager begins the Registered Managers Award. Timescale for action 30/08/08 2. YA37 10 (3) 31/12/08 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 YA13 YA32 Good Practice Recommendations It is recommended that the home develop daily activity record for people who use the service. It is recommended that the registered manager keep an up to date record of all training attended by staff. Highfield Road (5) DS0000028115.V365543.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection London Regional Office 4th Floor Caledonia House 223 Pentonville Road London N1 9NG 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 Highfield Road (5) DS0000028115.V365543.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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