Care Home: Kinloch Tay

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What the care home does well Staff at the home treats residents with dignity and respect and residents` have access to a full range of healthcare support. The home provides a homely and welcoming environment and residents told us that they were happy at the home. Meals in the home are good and offer a choice at meal times and there is a varied diet. Residents told us that the food was good. Visitors to the home are made welcome and there is a flexible visiting routine. Residents are offered choice as much as possible and are encouraged to make their own decisions about how they spend their time.The home supports staff to obtain recognised qualifications and staff are committed to their role and work well together as a team. What has improved since the last inspection? Sine the last inspection the home has completed building work to extend the downstairs lounge, create 6 new bedrooms, refurbish and add an additional bathroom, create an additional quiet lounge on the fist floor and install a passenger lift to provide easy access to the upper floors. A policy and procedure has been produced to give staff guidance for when administering any "when required" medication and staff induction, which is in line with "Skills for Care" has been introduced. What the care home could do better: There was 1 requirements made as a result of this visit and other points, which need to be addressed to help improve the service provided for residents are contained within the main body of the report. General observations were: The home will need to ensure that if they hold any controlled drugs, these must be stored in a controlled drugs cabinet that meets the legal requirements as laid down in the Misuse of Drugs (Safe Custody) Regulations 1973. Staff recruitment records must contain all of the information as laid down in Schedule 2 of the Care Home Regulations 2001. CARE HOMES FOR OLDER PEOPLE Kinloch Tay Granville Road Totland Isle Of Wight PO39 0AX Lead Inspector Mick Gough Unannounced Inspection 29th October 2008 09:30 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 Kinloch Tay DS0000012504.V372971.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. Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Kinloch Tay Address Granville Road Totland Isle Of Wight PO39 0AX 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) 01983 756096 01983 756096 maureen.fuller1@virgin.net Mrs Maureen Fuller Mrs Terri Lynn Harris Care Home 16 Category(ies) of Dementia - over 65 years of age (15), Old age, registration, with number not falling within any other category (16), of places Physical disability over 65 years of age (1) Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 7th March 2007 Brief Description of the Service: Kinloch Tay is a home providing care and accommodation for up to sixteen older people and is registered with the local authority to provide up to four day-care places. It is a detached two-storey property centrally located in Totland. A convenience store is sited opposite the home and the main bus service runs past the end of Granville Road with a bus stop a short distance away. The accommodation comprises a range of single and shared rooms on the ground and first floors. There is limited off-road parking to the front of the property and level access into the home. A reasonable sized garden at the rear is available for use by the residents. The current scale of charges is from £376.81 to £475 per week. Kinloch Tay DS0000012504.V372971.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. This report details the evaluation of the quality of the service provided at Kinloch Tay and takes into account the accumulated evidence of the activity at the home since the last key inspection of the service, which was carried out in March 2007. The inspection took into account; the previous key inspection report and information from what other people have told us about the service. Comment cards were sent out to residents and staff at the home and we received responses from 5 users of the service and 3 members of staff. All of the responses we received were positive about the service provided at the home. Included in the inspection was an unannounced site visit to the home, which took place on the 29 October 2008. Evidence for this report was obtained from reading and inspecting records, touring the home and from observing the interaction between staff and users of the service. We also had the opportunity to speak with 5 people who live in the home, 2 members of staff and the homes manager and provider who assisted the inspector throughout the visit. The home is registered to provide support for 16 residents and at the time of the inspection there were 14 people living at the home. What the service does well: Staff at the home treats residents with dignity and respect and residents’ have access to a full range of healthcare support. The home provides a homely and welcoming environment and residents told us that they were happy at the home. Meals in the home are good and offer a choice at meal times and there is a varied diet. Residents told us that the food was good. Visitors to the home are made welcome and there is a flexible visiting routine. Residents are offered choice as much as possible and are encouraged to make their own decisions about how they spend their time. Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 6 The home supports staff to obtain recognised qualifications and staff are committed to their role and work well together as a team. 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. Kinloch Tay DS0000012504.V372971.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 Kinloch Tay DS0000012504.V372971.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): 3&6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. All new residents have a needs assessment undertaken prior to them moving into the home this allows both the home and the resident to see if the home can meet the assessed needs. EVIDENCE: All residents have there needs assessed before they move into the home. The homes manager said that she obtains social service assessment before going out to visits service users prior to them moving into the home. She carries out a needs assessment; this is done using an assessment form, which includes information on; mobility, communication, recreational needs, medical history, sight, hearing, continence, religious & cultural needs, dietary needs, family involvement, and any particular needs. Case tracking of 2 users of the service showed that needs assessments were in place and on file. The homes completed AQAA also stated that full assessments take place before anyone moves into the home. Intermediate care is not provided by the home. Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 9 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 & 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The health, personal and social care needs of residents are set out in an individual plan of care and residents and have access to all relevant health care professionals and their health care needs are met. The administration of medication is satisfactory, however the storage of any controlled drugs needs to be reviewed. Residents at the home are treated with dignity and respect and their personal care is given in private. EVIDENCE: Care plans were seen for 2 users of the service and these had information on; medication, mobility, continence, sleep routine, day routines, sight, hearing, communication, health issues, personal care needs and there were risk assessments in place. Care plans gave staff information on the support required and also how this should be given. Residents spoken with told us that they were very happy with the care they receive and told us that staff were very caring and gave them all the support they need. Recording in care plans are carried out after each shift and the recording provided good evidence of care delivery. Staff told us that the care plans were clear and easy to follow and all care plans are reviewed monthly. Each care plan had evidence that Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 10 risks assessments had been carried out and these gave information for staff on how identified risks could be minimised. Service users at the home are registered with a local GP surgery but have a number of different GP’s, the manager stated that there was a good relationship with the GP’s who visit the home when required. We were told that dental checks and treatment are organised through the dental health line who gave information about local NHS dentists and she told us she was able to arrange dental support if required. A visiting optician provides eye care and the home has a visiting chiropodist who calls every 6 – 8 weeks. The local health centre provides community nurses and they call at the home when required. A continence nurse provides advice and support and access to other healthcare professionals is through GP referral. Care plans had a section for recording any health care visits and appointments The home uses a monitored dose system from a local chemist and the home has a policy and procedure for receipt, recording, storage, disposal and administration of medication, this includes procedures for “when required” medication. At present there are no residents in the home who self medicate. The inspector viewed medication administration records and these were all up to date with no gaps seen in the records. There was a list of those staff who are authorised to administer medication and these have all received training. The homes storage arrangements for medication are satisfactory and currently the home does not hold any controlled drugs. However it was pointed out that the law concerning the storage of controlled drugs has recently changed and the home was reminded that should there be a need for any controlled drugs to be held at the home, they must be stored in a proper Controlled Drugs Cupboard. In brief, the requirements for CD storage are: • Metal cupboard of specified gauge • Specified double locking mechanism • Fixed to a solid wall or a wall that has a steel plate mounted behind it • Fixed with either Rawl or Rag bolts Suppliers of CD cabinets can confirm that a cupboard meets the legal requirements. We recommend that care homes request formal confirmation when purchasing a CD cabinet. We spoke to 5 residents, however it was not always possible to get their views about the home due to their dementia, however surveys returned to us were all positive about the care provided at the home. Observations made on the day of the visit confirmed that residents and staff get on well together and staff were observed interacting with residents and were seen to treat them with dignity and respect and staff used their preferred form of address when talking to them. Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 11 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 & 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home provides a range of activities for service users, which meets their expectations and the religious and recreational interests of service users at the home are provided for. Service users are able to maintain contact with family and friends and visitors are welcome at any time. Service users are supported to exercise choice and control over their lives and are provided with a wholesome and balanced diet in pleasant surroundings at a time convenient to them. EVIDENCE: The home provides a range of activities for residents and these are normally carried out in the afternoon and these include: Mobility games, quiz’s, board games, manicure, hairdressing, memory and reminisance sessions and occasional visiting entertainers. The home does not have a dedicated activities co-ordinator and staff organised activities for residents and it was the choice of residents on what they wanted to do each day. 1 resident goes to the local shops independently and others get staff to support them if they want to go out. We were told that trips to the pub are organised and any requests for trips or activities are acted upon. Residents spoken to said they enjoyed activities at the home, one told us that they enjoyed watching others take part but did not like to get involved themselves. Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 12 The home has a visiting policy and there are no restrictions on visitors, we were told that visitors are welcome to stay and have a meal with their relatives/friends. The home has a clear visitors policy and one resident told us that he was expecting his friend to visit later in the day and that he called in to see him and play cards each day. Residents spoken to confirmed that they are able to make informed choices and were able to control their own lives as much as possible. We observed staff and residents interacting and it was clear that they get on well together and this was confirmed by both residents and staff. We observed residents being consulted throughout the day from the choice on the television to what they wanted to drink. Staff spoken to said that they always ask residents what they want and would always respect their wishes and views. Staff were observed speaking to residents appropriately using their preferred form of address, also knocking on residents doors before entering. Residents are encouraged to bring some of their own possessions into the home and those rooms seen had been personalised. The home operates a 4-week rolling menu, which is changed regularly and resident’s likes and dislikes are taken into consideration. A record of food eaten by residents is kept. In the mornings residents have a choice of cereal, toast or cooked breakfast, lunch is the main meal of the day and on the day of the inspection the lunch time meal was beef casserole with potatoes and fresh vegetables, one resident did not want this choice and was having fish. The evening meal is a hot snack type meal and residents are able to have drinks throughout the day and night and staff are able to make snacks for residents at any time. The home employs a cook who works Monday to Friday, when the cook is not working a member of care staff who is not on the care rota provides meals at the home. Residents spoken with said the food was very good and we observed lunch being taken in the dining room and meals were well presented and staff provided appropriate support. Staff consult resident and tell them what the main meal is and will provide an alternative if the main choice is not to their liking. Meals are served in the dining room at the home, although residents can eat elsewhere if they wish Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 13 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has a complaints procedure in place, which includes all required information. The homes policies and procedures help to protect residents from any form of abuse. EVIDENCE: The AQAA returned by the homes manager provider prior to the inspection indicated that there had been 1 complaint made to the home in the past 12 months. The homes complaints log was inspected and complaints are recorded. We discussed the way the home records complaints and advised that although the date the complaint was received was recorded together with the actions taken. The home should record the date when the complaint has been closed together with the outcome. Residents spoken to were not all aware that the home had a complaints procedure but were clear that they would address any complaint they may have to a staff member and staff told us that they would report any complaints to the manager. The home has a policy and procedure for dealing with any complaints and this contained all of the required information including timescales. Staff members spoken to were also aware of the complaints procedure. Staff at the home receive training on adult protection as part of their induction and annual updates are provided for staff. Members of staff who were spoken to were aware of their responsibilities in this area and said that they would report any concerns to the manger. The home has a whistle blowing policy Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 14 and also a copy of the Isle of White Adult Protection Protocol and the manager and provider was aware of their responsibilities in this area. Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 & 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents live in a safe, clean and homely environment that is maintained to a satisfactory level and was pleasant and hygienic with no offensive odours. EVIDENCE: A tour of the building was undertaken and all areas of the home were clean and tidy and in a good state of repair. All bedrooms seen were well equipped with all the required furniture and fittings and residents rooms had been personalised. The home is laid out over two floors with a new passenger lift provided to access the first floor. There are bathrooms and WC.s on both floors and the home has just completed a large extension to the building which has added an additional 6 bedrooms, an extension to the main ground floor lounge/ dining room and an additional quiet lounge on the first floor and a new passenger lift. Maintenance is carried out by the husband of the registered provider and staff record any defects in a book and these are signed off as they are completed. Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 16 The home has a laundry, which is equipped with 2 industrial washing machines and a large industrial tumble drier. The laundry area had suitable hand washing facilities and there was appropriate protective clothing available. The floor and walls of the laundry were tiled and easily cleaned. Carers undertake the laundry duties, mainly at night. Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 & 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has sufficient staff on duty to ensure service users receive the support they require. Staff were found to be well motivated and competent to do their jobs. The home has a recruitment procedure but not all of the required staff records are held at the home. The home provides training for staff to enable them to carry out their roles effectively. EVIDENCE: On the day of the visit the inspector looked at the staffing levels for the day of the visit and this showed that there are 2 staff members on duty between 0800 & 2000 and 2 staff members on duty between 2000 and 0800. The manager, and the owner, who is often available within the home, works additional to those on roster, There is also a cook who works five days per week. Staffing numbers were discussed with the manager and provider who felt that, staffing levels were sufficient for the current number of residents, however staffing numbers would be kept under review and increased as the number of residents increased. All residents spoken to said that they felt that staffing levels were adequate comments received included “the staff are very good” “there is always someone around” and “I am well looked after”. Staff spoken to also said that they felt that staffing levels were sufficient. The home employs a total of 15 care staff and has 8 members of staff who have at least NVQ2 and the manager and provider stated that the home would support staff to obtain National Vocational Qualifications. Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 18 Recruitment records were seen for 2 members of staff. Both files contained, application form, 2 x references, and declaration of offenders, CRB/POVA, health declaration and contract of employment. Staff files did not contain a photograph or any proof of identity such as birth certificate or passport and the manager said that she had seen these documents when completing the CRB application form but did not take any copies. The home must keep all of the documents contained in schedule 2 of the care homes regulations to ensure a robust recruitment process. Staff training records were looked at and the manager told us that she was in the process of making up a training matrix, to easily show what training is provided and when any refresher training is required. Currently staff training is provided in; first aid, food hygiene, moving and handling, fire, infection control, adult protection, medication, H & S, dementia care and fire. The home has a number of up to date training DVD’s to enhance training and to provide refresher training for staff. A suitable induction programme is in place based on “Skills for Care” and staff are expected to complete a workbook to show that they are familiar with the homes procedures. Staff spoken to confirmed that they received a thorough induction and that they are provided with appropriate training in order to carry out their care tasks. Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 & 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is managed by a person fit to be in charge and able to discharge her responsibilities fully. The home has a quality assurance system in place to seek the views of residents, relatives and other professionals to measure the effectiveness of the service. Staff are supervised as part of the normal management process and systems are in place for the safekeeping of residents personal spending money. The health, safety and welfare of service users and staff are promoted and protected. EVIDENCE: The manager has been in post for over 8 years and has completed the Registered Managers Award and is currently undertaking NVQ4 in care. She operates an open door policy and is able to manage the service effectively. Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 20 The home has an effective quality assurance system in place and questionnaires are sent out to residents, relatives, staff, heath care professionals and other interested partier lives close to the home and is in the home most days, the home holds regular staff meetings and residents meetings are held 4 – 6 times a year as required. The home does not manage any resident’s money and they do not keep any money for residents. We were told that if any resident needed anything the home would purchase it for them and then invoice relatives as required. Some residents have personal spending money provided by relatives. There is an in date fire risk assessment for the building and regular health and safety monitoring takes place. The fire logbook was inspected and all appropriate testing and checks have been recorded. Appropriate certificates were in date for gas safety, fire alarms systems and equipment, private electrical equipment, stair lift and hoists. Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 22 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. 1 Standard OP29 Regulation 17 & Schedule 2 Requirement The home must keep all of the documents contained in schedule 2 of the care homes regulations to ensure a robust recruitment process. Timescale for action 01/12/08 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection CSCI South East The Oast, Hermitage Court Hermitage Lane Maidstone Kent ME16 9NT 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 Kinloch Tay DS0000012504.V372971.R01.S.doc Version 5.2 Page 24 - 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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