Care Home: Jubilee Villa

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What the care home does well What has improved since the last inspection? The care plans have been reviewed and a simplified and concise version is available in each person`s bedroom to ensure that the staff have the correct care details at hand when assisting with interventions. The home has benefited from some improvements to the general environment with new floor coverings to the main corridor, lounge and dining area. What the care home could do better: Information on what the service has to offer is currently being updated and revised. The statement of purpose and service user guide will then give full details of what can be expected when a person is deciding about living at the home. Infection control and general hygiene may be compromised by the lack of suitable equipment for the safe disposal of waste. CARE HOMES FOR OLDER PEOPLE Jubilee Villa Astley Shrewsbury Shropshire SY4 4BU Lead Inspector Joy Hoelzel Unannounced Inspection 12th May 2008 09:45 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 Jubilee Villa DS0000020708.V364776.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. Jubilee Villa DS0000020708.V364776.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Jubilee Villa Address Astley Shrewsbury Shropshire SY4 4BU 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) 01939 210461 NONE Mrs Susan Mary Hartley Ms Margaret Lesley Read Mrs Susan Mary Hartley Ms Margaret Lesley Read Care Home 17 Category(ies) of Dementia (10), Mental disorder, excluding registration, with number learning disability or dementia (3), Old age, not of places falling within any other category (4) Jubilee Villa DS0000020708.V364776.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 27th November 2007 Brief Description of the Service: Jubilee Villa is a home providing accommodation and personal care for seventeen people. It is registered for the care of older people with dementia and mental illness. It is situated on a rural site near to the village of Astley just to the north of Shrewsbury and is privately owned. The house itself is a large converted and extended property and has pleasant views across the adjacent fields. There are a mixture of single and double occupancy bedrooms, together with communal sitting and dining areas. The gardens are well maintained and provide a secure and safe area for people to enjoy. Information of the home and the provision of the service are available in the statement of purpose and service user guide, both documents are readily available. The service user guide does not include information on the current level of fees for the service. The reader may wish to obtain up to date information from the care service. Commission for Social Care Inspection reports for this service are available from the provider or can be obtained from www.csci.org.uk Jubilee Villa DS0000020708.V364776.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. This unannounced inspection took place over four hours on Monday 12th May 2008. Twenty three of the thirty eight National Minimum Standards for Care Homes for Older People were inspected as they are viewed as key standards for services. Nineteen people are currently living at the home and during the inspection were observed to be accessing all areas of the home. A senior member of the care staff team was in charge of the home, supported by two care staff and ancillary personnel. The registered manager arrived during the morning of the inspection. A look around the home took place, which included a number of bedrooms as well as communal areas. The care documents of a number of people using the service were viewed including care plans, daily records and risk assessments. Other documents seen included medication records, service records, some policies and procedures and staffing records. Discussions were held with people living, visiting and working at the home. Prior to this inspection an Annual Quality Assurance Assessment (AQAA) document was posted to the home for completion. The AQAA is a selfassessment and a dataset that is filled in once a year by all providers. It informs us about how providers are meeting outcomes for people using their service and is an opportunity for providers to share with us areas that they believe they are doing well. It is a legal requirement that the AQAA is completed and returned to us within a given timescale. The registered manager completed this document and returned it to us. Comments from the AQAA are included within this inspection report. What the service does well: The service has good procedures in place for arranging and offering people a placement, ensuring that care needs are fully met, dealing with concerns and complaints and recruitment of staff. Jubilee Villa DS0000020708.V364776.R01.S.doc Version 5.2 Page 6 The manager and staff have a good knowledge of the individual care needs of people living at the home. People living at the home expressed a general satisfaction with the service, • • ‘This is the best place ever, the staff are brilliant’. ‘ I am very happy here we are like one big family’. Visitors to the home commented – • ‘Clean home, cheerful staff, happy atmosphere, high level of care’ Staff members stated – • ‘Jubilee Villa is a lovely place to work, we are a very good team and support one another’. 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. Jubilee Villa DS0000020708.V364776.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Jubilee Villa DS0000020708.V364776.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): OP 1,3,6 Quality in this outcome area is good. Admissions are not made to the home until a needs assessment has been undertaken by a senior member of the staff team, this ensures that the home is confident that all assessed care needs of the individual can be fully met. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Details of the service provision are available in the statement of purpose and service user guide; both documents are available on request at the home. The manager stated that currently the documents are being amended to include up to date information of the fees payable and would be available shortly. Jubilee Villa DS0000020708.V364776.R01.S.doc Version 5.2 Page 9 The case file of the person who recently moved into the home was looked at to see if information had been sought regarding this persons needs prior to moving into the home. The manager discussed the recent visit to this person’s place of residence, to meet with her and the relatives and to discus the possibility of the suitability of the placement. The manager stated that a review of the stay has been arranged to ensure that both parties are satisfied with the arrangements. This person stated at present she is ok and is ‘ settling down, not a bad place to live’. Other case files looked at contained a pre admission assessment conducted by a member of staff from the home and information from previous placing authorities. The Annual Quality Assurance Assessment (AQAA) completed by the manager of the home specifies that – ‘Encourage potential clients to “look around” or spend time with us before making a decision,……… review takes place 4 to 6 weeks after admission’ With plans to – ‘ Re –design our homes brochure – giving more information on what we can offer’. The home does not provide an intermediate care service. Jubilee Villa DS0000020708.V364776.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): OP 7,8,9,10 Quality in this outcome area is good. Care plans are person centred, written in plain language, are easy to understand and look at all areas of the individual’s life ensuring that health, personal and social care needs can be fully met. This judgement has been made using available evidence including a visit to this service. EVIDENCE: All people living at the home have a plan of care that is based on the information gained prior to admission; the plan is then reviewed on a regular basis. Core care plans are used to record an assessment of individuals needs using a tick list approach. Identified care needs are then documented using a person centred approach to care. Jubilee Villa DS0000020708.V364776.R01.S.doc Version 5.2 Page 11 A new system has recently been introduced with a simplified version of the care plan available in each bedroom for staff reference. The confidentiality aspect of this was discussed with the manager with particular reference to people in shared bedrooms. The manager offered an assurance that a lockable space is available in each room to ensure confidentiality of information. Three case files were selected for inspection and generally contained the information required to ensure staff have the specific details for successfully meeting a persons needs. Assessments are made for the self-administration of medication and the reasons clearly stated if people are being given their prescribed medication by the care staff. Risk assessments have been conducted for the people who smoke with information recorded on reducing the risk if people smoke in their bedrooms. Religious and cultural preferences are documented with details available to assist people with religious observance if they so wish. Comments in the AQAA confirm that – ‘Each service user has a care plan and a key worker, service users are encouraged to retain their own doctor, we promote person centred care’. Not all people living at the home were able to fully comment on their experiences of home life, those who were able to offer an opinion stated that they were very happy and satisfied with the care they were receiving. ‘This is the best place ever, the staff are brilliant’. ‘Very happy here we are like one big family’. Observations of the people who are unable or unwilling to speak were that they appeared well cared for, well nourished and they looked contented. One visitor made a comment – ‘My sister would not place mother into care until she found a home that she knew Mum would be well cared for and happy in, She has struck gold with Jubilee Villa’. The home operates a twenty eight day prescribing regime for the administration of medication using a monitored dosage system with the additional use of boxes and bottles of medicines. The senior care staff administer the medications, the Medication Administration Record appears to be fully completed, and no gaps in the recording sheet were seen in the selection viewed. The member of staff demonstrated a good knowledge of the procedures, described the protocols of ‘as required’ medications and the monitoring and administration of specific treatments. Jubilee Villa DS0000020708.V364776.R01.S.doc Version 5.2 Page 12 Observation of staff working practice and during the tour of the premises evidences that the privacy and dignity of people is upheld at all times. Staff were very respectful when speaking with residents and it was obvious that very good relationships hade been developed and maintained. People were very relaxed and appeared comfortable. Jubilee Villa DS0000020708.V364776.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): OP 12,13,14,15 Quality in this outcome area is good. Residents are involved in meaningful daytime activities of their own choice and according to their individual interests, diverse needs and capabilities. The staff practices promote individual rights and choice, but also consider the protection of individuals in supporting them to make informed choices. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Currently the care staff arrange and facilitate social and leisure activities both in house and in the community. The manager stated that she has been successful in recruiting a person as coordinator and is hopeful that she will be able to start at the home very shortly. The AQAA completed by the manager in April 2008, describes the activities – Jubilee Villa DS0000020708.V364776.R01.S.doc Version 5.2 Page 14 ‘Daily activities programme, exercise classes, regular service users meetings, shopping trips, picnics, in house entertainers, the local vicar visits to offer communion and we attend the ‘chance to dance’ at the local Alzheimer’s disease society centre’ The AQAA goes on to identify what could be done better by – ‘ We require an activity coordinator-organiser, staff are doing a good job and have plenty of ideas but we feel it will be beneficial for everyone if an organiser was appointed’. There was plenty of activity happening during the time of the inspection, one lady was having her hair washed and set, some people were joining in the exercise session and appeared to be enjoying it, some people were watching television and others were preparing to go out to meet with friends and family. The home offers an open house policy with people able to visit at times suitable to the resident. The main front door is kept locked at all times for security reasons, staff answer the door and allow entry. On exiting the door is opened by a domestic type lock. A number keypad has been positioned on the main gate when exiting the home and gardens this enables people living at the home to have very safe garden area to use. Staff usually escort people from the home but the regular visitors and residents (where an assessment of risk has been carried out for going out alone), are given the code for the keypad. People can have full access in all areas of the home, no doors, except those to private rooms, are locked or out of bounds. During the tour of the premises most bedrooms had been personalised and contained the photographs, pictures and trinkets belonging to the person. People are encouraged to have their meals in the dining room but are able to have meals in other areas of the home if they wish. The care staff serve the meals and were observed to be assisting discreetly when people needed help. The AQAA describes the improvements made during the last twelve months ‘ Introduce ‘5’ a day into all meals’ And plans for further improvements during the next twelve months by ‘Provide a small vegetable garden or create a sensory garden’ Jubilee Villa DS0000020708.V364776.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16,18 Quality in this outcome area is good. The home has an open culture that allows residents to express their views and concerns in a safe and understanding environment. Residents and others involved with the service say that they are happy with the service provided, feel safe and well supported by an organisation that has their protection and safety as a priority. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Details of how to make a complaint are included in the service user guide and a copy of the procedures is displayed at the entrance to the home. As part of the specialist inspections taking place throughout the region this week, and as part of this inspection people living in care homes were asked if they knew who to speak with if they felt unsafe or uncomfortable – three people living at Jubilee Villa responded that they – ‘Would tell the matron or the staff’ ‘ Talk to my family’. Jubilee Villa DS0000020708.V364776.R01.S.doc Version 5.2 Page 16 The manager confirmed that no concerns, complaints or safeguarding referrals have been made. We, the commission, have received no concerns directly during the past twelve months. Staff stated that they have seen the policies and procedures for safeguarding and discussed the action they would take if they had any suspicions and demonstrated an understanding of the whistle blowing procedures. The home offers a facility for residents to deposit personal monies for safekeeping; records relating to this have been maintained and fully receipted. A locked safe secured to the wall is sited in the main office. Jubilee Villa DS0000020708.V364776.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): OP 19,26, Quality in this outcome area is adequate. The home provides a physical environment that meets the specific needs of the people who live there. The home is comfortable and has a programme to improve the decoration, fixtures and fittings. Occasionally there is slippage of timescales and maintenance tends to be reactive rather than proactive. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home has benefited from some redecoration and refurbishment within the last twelve months with new floor coverings to the lounge, dining area and corridors. Bathrooms and toilets have been upgraded. The main kitchen is planned for a complete refit with a completion date of August 2008. Jubilee Villa DS0000020708.V364776.R01.S.doc Version 5.2 Page 18 The manager discussed other areas of the home that would benefit from upgrading and refurbishment. Information recorded in the AQAA for improvement over the next twelve months includes – ‘To include routine maintenance and renewal programme into the business plan, to upgrade kitchen and utility area, improve storage facilities’. During the tour of the premises, the bedrooms appeared to be comfortable with an assortment of furniture either provided by the home or the persons own, so each bedroom was very different and personal to the occupant. People stated that they were very satisfied with their accommodation. Hand wash facilities have been provided in all communal areas and at the point of the delivery of care for general hygiene purposes and to ensure effective infection control. Commodes were seen in the majority of the bedrooms, for people to use when they cannot get to the toilet. Staff commented that the sluice disinfectors for the disposal of bodily waste are not available. Jubilee Villa DS0000020708.V364776.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): OP 27,28,29,30 Quality in this outcome area is excellent. The service is proactive rather than reactive in its staffing, recruitment and training, with planning for the potential needs of people who may use the service in the future. The result of this is a diverse staff team that has a balance of all the skills, knowledge and experience to meet people’s needs. There is evidence that they demonstrate a thorough understanding of the particular needs of individuals, and can deliver highly effective person centred care. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Staffing levels are maintained at three care staff during the day reducing to 2 care staff at night. A duty rota is maintained on a weekly basis to identify the people in the home at any one time. General observations of staff working practice and home life, discussions with people living and working at the home suggests that the staffing complement is satisfactory for the needs of the current resident population. Jubilee Villa DS0000020708.V364776.R01.S.doc Version 5.2 Page 20 The AQAA records that of the twenty one permanent staff, fifteen have been accredited with National Vocational Qualification level 2 or above in care, with a further four staff working towards it. A National Vocational Qualification Assessor was at the home during the morning working with staff to complete their portfolios. Staff stated that they enjoyed this training and found that it helped them to do their job more effectively. Two staff personnel files were selected for inspection and indicated that suitable recruitment procedures are in place. Each file contained references, criminal record bureau disclosures and confirmation of identity. The manager demonstrated a good sound knowledge of the recruitment procedures and the importance of employing the ‘right’ person for the job. Training opportunities for staff continue to be identified and arranged either in house or through the further education establishments. The AQAA describes the improvements during the last twelve months with the training opportunities for staff – ‘More emphasis has been towards dementia training and we have great involvement with the Alzheimer’s Disease Society who are kind enough to loan us their training aids and use of their library’. Plans for the next twelve months are – ‘Continue to encourage staff training to National Vocational Qualification Level. Expect all staff to complete protection of vulnerable adults, Mental Capacity Act and dementia awareness’. Jubilee Villa DS0000020708.V364776.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): OP 31,33,35,38 Quality in this outcome area is good. The manager has a clear understanding of the key principles and focus of the service, based on organisational values and priorities. They work to continuously improve services. The manager leads and supports a strong staff team who have been recruited and trained to a high standard. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Lesley Read and Susan Hartley are the registered providers for the home, both meet on a weekly basis to discuss the issues relating to the management. Jubilee Villa DS0000020708.V364776.R01.S.doc Version 5.2 Page 22 There are clear lines of accountability with Mrs Read managing the home on a day-to-day basis with Mrs Hartley having financial and administrative responsibilities. Mrs Read is very experienced in social care management and is very knowledgeable regarding the aims and objectives of the service and the care needs of the people living at the home. Mrs Read completed all sections of the AQAA and the information gives a good picture of the current situation within the service. The AQAA gives us some detail about the areas where they still need to improve and the ways that they are planning to achieve this are explained. People living and working at the home offered positive comments about the style of management and expressed a satisfaction with the service. One member of staff stated that ‘Jubilee Villa is a lovely place to work, we are a very good team and support one another’. A relative commented‘Clean home, cheerful staff, happy atmosphere, high level of care, friendly staff. People living in the home stated – ‘ It’s a home from home, couldn’t be better’ Quality assurance and monitoring of the service continues with satisfaction surveys distributed periodically to residents and visitors. Staff meetings are arranged monthly with residents meetings arranged every three months. The manager stated that there are numerous opportunities for residents to make comment on how they find living at the home, and visitors are welcome to speak with staff whenever they feel a need. The home offers a facility for residents to deposit personal monies for safekeeping; records relating to this have been maintained and fully receipted. Weekly, monthly and annual testing of the equipment and premises are conducted with records kept and available for inspection. Jubilee Villa DS0000020708.V364776.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 2 X 3 X X N/a HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 2 STAFFING Standard No Score 27 4 28 4 29 4 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 X 3 X 3 X X 3 Jubilee Villa DS0000020708.V364776.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2 Refer to Standard OP1 OP26 Good Practice Recommendations To comply with the regulations the service user guide should include information about the fee levels and what are and are not included in the fees. It is strongly recommended that consideration be given to the installation of automatic sluicing disinfectors, on each floor, for the safe disposal of bodily waste, to reduce the risk of splash back accidents and for effective infection control. Jubilee Villa DS0000020708.V364776.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection West Midlands West Midlands Regional Contact Team 3rd Floor 77 Paradise Circus Queensway Birmingham, B1 2DT 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 Jubilee Villa DS0000020708.V364776.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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