Care Home: Hillbro Nursing Home

What the care home does well What has improved since the last inspection? All the requirements from the last inspection have been addressed. The home is continuing to make improvements to the care records to make sure that care is given in a way that takes account of people`s preferences and abilities. The home has improved working practices to make sure that people`s individuality is respected. Improvements have been made to the way people`s social care needs are dealt with and people are now offered a more varied range of activities both inside and outside the home. Meal service has been improved to make meal times a more pleasant experience and people are offered more choice of food. Work has been done to make the environment a more pleasant place for people to live and there is an ongoing programme of redecoration and refurbishment. What the care home could do better: Some people said they would like people living in the home to have more opportunities to go out; the manager has already identified this as an area for improvement.One person said they would like the facilities for visitors to be improved and suggested a drinks dispenser and possibly alterations to the existing visitors lounge so that it could be used by more than one group at a time. Another person expressed concern that the needs of people with dementia could be overlooked because people who are more able to articulate their needs take up staff time. Although we did not see any evidence of this during our visit it is something for the home`s management to be aware of. We talked to the manager about having meetings with visitors, which would provide a forum to discuss plans for the nursing home and give people the opportunity to say what they would like to see for their relatives. Such a meeting would also give people the opportunity to raise issues, such as those mentioned above, directly with the home. CARE HOMES FOR OLDER PEOPLE Hillbro Nursing Home Holden Lane Baildon Shipley West Yorkshire BD17 6RZ Lead Inspector Mary Bentley Key Unannounced Inspection 28 & 29 October 2008 09:15 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 Hillbro Nursing Home DS0000019896.V372968.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. Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hillbro Nursing Home Address Holden Lane Baildon Shipley West Yorkshire BD17 6RZ 01274 592723 01274 532699 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) Michael Stephen Berry Anita Anne Berry Mr Ian Watson Care Home 42 Category(ies) of Dementia - over 65 years of age (41), Mental registration, with number disorder, excluding learning disability or of places dementia (2), Mental Disorder, excluding learning disability or dementia - over 65 years of age (41), Physical disability (1) Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. That the category of MD be used only for the persons named in connection with the variation applications That the category of PD be used only for the person named in connection with the variation application. 29th January 2008 Date of last inspection Brief Description of the Service: The home has 42 places. It provides nursing care for people with dementia and people with mental illness. It is in the village of Baildon, on the outskirts of the city of Bradford. The home is close to the shops and other facilities in the village centre and there is a small car park to the front of the property. The home is accessible to people in wheelchairs by the side entrance and there is a passenger lift to the bedrooms and other facilities on the upper floors of the building. Bedroom accommodation is provided in both double and single rooms and the majority have en-suite facilities. There is one communal bathroom on the first floor. There is a designated smoking room for people living in the home. In October 2008 the weekly fees ranged from £570.00 to £628.00. Hairdressing and private chiropody are available at an additional cost. Information about the home, including inspection reports, is displayed in the entrance area. Hillbro Nursing Home DS0000019896.V372968.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 have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations but only when it is considered that people who use services are not being put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken. The inspection process included looking at the information we have received about the home since the last key inspection in November 2007. Since then we have made one additional visit to the home. That was in January 2008 and the report from that visit is available on request. No new requirements were made following that visit. The purpose of this inspection was to look at how the needs of people living in the home are being met and to check if the requirements from the last inspection have been dealt with. We did this visit over two days and the first day was unannounced. In total we spent 13 hours in the home. We were accompanied by an Expert by Experience from the organisation Help the Aged. An “expert by experience” is a person who, because of their shared experience of using services, is able to help us get a better picture of what it is actually like for people using services. During the visit we spoke to people living in the home, visitors, staff and management. We looked at various records including care records and looked at parts of the building. Before the visit we sent surveys to people living in the home, staff and health care professionals. During the visit we gave some surveys to visitors. In total 13 were returned. We did not sent a self-assessment (AQAA) form to the home before the visit, however the manager is now in the process of completing one for us. This report incorporates the information we have received from various sources including our visits to the home, the expert by experience, and the surveys. What the service does well: Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 6 These are some of the comments we received from people using the service: • “Good food, plenty of staff” • “Very satisfied with the staff” • “Mr Watson (manager) very, very helpful as are his staff” • “Care for the needs of dementia suffers incapable of looking after themselves” • “Care, welfare and hygiene of my father and constant updating of medical issues”. During the time spent in the home we found the staff to be friendly and pleasant. Our expert visitor said her first impression of the home from outside was that it looked clean and inviting with gardens well tended. In her summary of the visit she said she found that people are “clean and well cared for, provided with good meals and enjoyable entertainment”. What has improved since the last inspection? What they could do better: Some people said they would like people living in the home to have more opportunities to go out; the manager has already identified this as an area for improvement. Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 7 One person said they would like the facilities for visitors to be improved and suggested a drinks dispenser and possibly alterations to the existing visitors lounge so that it could be used by more than one group at a time. Another person expressed concern that the needs of people with dementia could be overlooked because people who are more able to articulate their needs take up staff time. Although we did not see any evidence of this during our visit it is something for the home’s management to be aware of. We talked to the manager about having meetings with visitors, which would provide a forum to discuss plans for the nursing home and give people the opportunity to say what they would like to see for their relatives. Such a meeting would also give people the opportunity to raise issues, such as those mentioned above, directly with the home. 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. Hillbro Nursing Home DS0000019896.V372968.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 Hillbro Nursing Home DS0000019896.V372968.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 & 5 Standard 6 does not apply to this service. People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to the service. There is information available to help people decide if the home is suitable for them and people’s needs are assessed before they move in. EVIDENCE: The home carries out assessments of people’s needs before they move in. This is done to make sure that the home will be able to meet people’s needs. We saw copies of pre-admission assessments in the care records. People or those close to them are encouraged to visit before making a decision about moving in. The majority of people who completed surveys for us told they had been given enough information about the range of services offered. Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 10 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 & 11 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to the service. People’s personal and health care needs are met in a way that respects their privacy and dignity. EVIDENCE: We looked at four people’s care records. Since our last visit the home has been working hard to improve the care records and we saw that improvements have been made. People’s needs are assessed and the care plans have information about people’s personal, health, and social needs. Some of the care plans were more detailed than others and the manager is aware that more work needs to be done on this. In most cases people’s care plans were reviewed every month. Risk assessments are in place for areas such as pressure sores, nutrition, falls and moving and handling. Where necessary care plans are in place to show Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 11 how identified risks will be managed. The home has made improvements to the way people’s nutritional needs are dealt with and has introduced a more detailed nutritional assessment tool, which measures Body Mass Index as well as weight. We saw evidence that people have access to a good range of NHS services including GPs, diabetes and tissue viability specialist nurses. The home offers chiropody and opticians visit to carry out eye tests. People told us they are involved in planning care and kept informed by the home. One person said they are “kept informed of all issues regarding my father” and another said “I may ask to see her book at any time”. Another person told us they had been involved in discussions with staff in the home and the GP about their friend’s end of life care. They said their friend no longer has the capacity to contribute to such a discussion and they felt reassured that decisions had been taken in the person’s best interests. We saw that the decisions taken were clearly recorded in the person’s care records. We saw one example of secondary dispensing, that is when medicines are taken from the original container and put into another unnamed container before they are given to people. In this case the nurse had a number of unnamed containers with medicines for several different people. This is not safe practice as it increases the risk of people receiving the wrong medicines. We brought this to the manager’s attention and it was dealt with immediately. We saw that staff treat people with kindness and respect. Last year we were concerned that some care practices, for example the use of communal hairbrushes, were compromising people’s dignity. These concerns have been dealt with and the home has continued to work on developing a more individualised approach to care. For example, they found that having a clothes sale at the home meant that a lot of people were wearing the same clothes. They stopped the clothes sale and have made key workers responsible for purchasing clothes, either by going to the shops with people or buying clothes on their behalf if people are unable to go out. Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 & 15 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to the service. People are supported in making the most of their abilities and are given the opportunity to take part in a range of social activities, which take account of their preferences and abilities. EVIDENCE: People living in the home told us they are able to make decisions about how they spend their time. One person told us he prefers to spend his time in his room and said staff are always around to help when he needs them. The home has an activities organiser who works there on alternate days. He organises activities and entertainments and when we visited plans were being made for a fireworks display. The posters used to advertise planned events are bright and colourful to help draw people’s attention to them. One person told us she enjoyed the singing very much and always joined in when they sang Vera Lynn songs. But what she liked best was when she was taken to the shops and involved in the discussions about food. Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 13 There are photographs of people taking part in various events outside the home, such as a visit to the industrial museum and bowling. At present trips out are usually limited to people who are more mobile. Some of the people who completed surveys said they felt the home could be better at organising trips out. The manager told us he is hoping to get a minibus with a lift so that they will be able to give more people the opportunity to go out. We saw that staff spent a lot of time interacting with people. For example, talking about current events, encouraging people to join in sing a longs and reading newspapers with them. Visitors told us they are welcome at any time and one person who visits his relative every day said he stays for dinner all the time at no extra cost. Relatives told us the home usually supports people to live the life they choose. One healthcare professional that visits the home said people’s choice and wishes are respected. We observed the meal service at lunchtime on both days of our visit. People were offered a choice of hot meals. The meals looked appetising and were nicely presented. The meal service was well organised and staff were around to help and encourage people where necessary. For example one person tipped her meal onto the floor, this was cleaned up without any fuss and she was offered another meal, which she ate. Another person who does not like to sit down for her meals was given her lunch in a bowl so that she could continue to walk around while eating and she ate all her meal. People told us they enjoy the food. Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16, 17 & 18 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to the service. There are suitable systems in place to make sure that complaints are dealt with appropriately and people are protected from abuse. EVIDENCE: People living in the home told us they know how to make a complaint if they need to. Three relatives completed surveys for us; one said they did not know how to make a complaint. Another said they didn’t think their father would be able to make a complaint because of his condition but said they have no concerns about his care. A visitor told us that if they have any concerns they can talk to the staff or manager and they are dealt with without any fuss. Staff who completed our surveys told us they know what to do if anyone has concerns about the service. The home has not received any new complaints since the last inspection and none have been referred to us. The majority of staff have now attended training on the protection of vulnerable adults and the remainder are booked on courses. Since the last inspection there have not been any new adult protection referrals. Since then Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 15 the manager has met with the adult protection unit to discuss concerns about one person’s care and he said he contacts them for advice if he needs to. We saw evidence that mental capacity assessments are done and recorded, and where appropriate the home involves independent advocates in decisions about people’s care. Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 20, 21,24 & 26 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to the service. The home is clean and comfortable and work is being done to improve the environment to make sure it continues to provide a pleasant and suitably equipped place for people to live. EVIDENCE: The home was clean when we visited and people told us it is always fresh and clean. When we visited last year we identified a number of concerns about the environment. Work has been done to address these issues and the manager told us there is an ongoing programme of refurbishment, which will include providing new soft furnishings for all the rooms on the top floor. Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 17 The ventilation in the smoking room has been improved meaning that the corridors around this room are now free of tobacco smoke and odours. On the ground floor there are 2 lounge/dining areas, one of these has recently been redecorated. One of the lounge/dining rooms has patio doors giving access to the outside; this is the entrance for people using wheelchairs. There is a visitors’ lounge just inside the main entrance. This is nicely decorated and furnished. People living in the home can only use this lounge if they are with a visitor or staff; access from the main part of the home is restricted by a keypad. There are several keypads in use throughout the home; they are used to reduce the risk of accidents by preventing less able people getting into the stairways. People who are independently mobile and not at risk of falling are given a copy of the key codes. However, there are approximately 12 different codes needed to get around the home. It is not clear why the same code cannot be used for all the internal doors and this should be considered, as it would make it a lot easier for people to move around freely inside the home. The systems for dealing with routine maintenance have been improved. Room checks are now done to make sure that repairs and maintenance are up to date. The bedrooms we saw were warm, clean, and tidy, people had their own toiletries. The en-suite facilities were in working order and available for use. We saw that people have personal belongings in their rooms and some people have bought their own furniture to make their rooms more homely. The home has made improvements to the way it deals with people’s laundry. Relatives told us that people’s clothes are washed and ironed before being put away neatly and we saw evidence of this when we looked around. The home has a 3 star (the best rating is 5 star) environmental health rating for the standards of food hygiene and safety. Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 18 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 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to the service. There are enough staff available to make sure people’s needs are met and staff are supported in developing the skills and knowledge they need to care for people properly. EVIDENCE: People said there always seemed to be plenty of staff and told us that staff are caring and always available to help. People living in the home said staff treat them well. Our expert visitor noted that staff were attentive to people’s needs and encouraged and praised people when providing care and support. In addition to nursing and care staff the home has separate staff for housekeeping, catering, administration, and maintenance. Staff told us they were given a good induction when they started work and said they are given the training they need to help them meet people’s needs. 55 of care staff have achieved and NVQ (National Vocational Qualification) at level 2 or above and there is an ongoing programme of NVQ training. Over the past year staff have done training on subjects such as infection control, moving & handling and palliative care. The manager provides training for all Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 19 staff on the Mental Capacity Act. Some training on dementia care is included in the induction staff receive, and the manager has agreed to add to this by getting some training packages from the Alzheimer society. The home has link nurses for particular areas of care, for example one nurse takes the lead on pressure area care and another on nutrition. Part of their role is to provide training on these areas and keep staff up to date with current good practice. We looked at three staff files and they showed that all the required checks are completed before new staff start work in the home. Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 20 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 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to the service. The home is appropriately managed. People are able to share their views and contribute to the development and improvement of the service. EVIDENCE: The registered manager is an experienced mental health nurse. The home has recently appointed one of the nursing staff to the role of deputy manager. The manager said he if confident this appointment will strengthen the management team. The deputy will take the lead in clinical care, which will give him more time to deal with the administrative aspects of the job. Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 21 The home does not have meetings for the people who live there or their representatives. Following discussions with our expert visitor the manager agreed to look into this. The home sends questionnaires to people four times a year. The results are analysed and displayed, in a graph format, on a notice board in the hall. Questionnaires for relatives and visiting professionals are also available for people to pick up at any time in the entrance area. In addition there is a lot of informal consultation and people told us they are kept informed about their relatives care. The home is part of a small group and the manager of Hillbro is working with the managers of the other 2 homes to set up auditing systems. They plan to visit each other’s homes and audit various aspects of the service, for example health and safety using an agreed checklist. The home manages money for a small number of people. There are suitable systems in place to make sure that money is properly accounted for, there are records of all transactions, and receipts are kept for any purchases made on people’s behalf. We looked at a selection of maintenance records and they showed that equipment and installations are maintained and serviced at the required intervals. Hillbro Nursing Home DS0000019896.V372968.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 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 3 N/a HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 2 10 3 11 3 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 3 18 3 3 3 3 X X 3 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 Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 23 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. Refer to Standard Good Practice Recommendations Hillbro Nursing Home DS0000019896.V372968.R01.S.doc Version 5.2 Page 24 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 Hillbro Nursing Home DS0000019896.V372968.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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