Care Home: New Milton House

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What the care home does well What has improved since the last inspection? What the care home could do better: The manager should ensure that the care plans and life plans of people that live in the home are reviewed regularly and any changes recorded, to ensure that staff are up to date with people`s care needs and people receive the care they need. The manager should ensure that staff supervision arrangements are carried out at the recommended intervals, so that all staff have the opportunity to discuss their work and their personal development within New Milton House. CARE HOMES FOR OLDER PEOPLE New Milton House Station Road Alsager Stoke-on-trent ST7 2PB Lead Inspector Bronwyn Kelly Unannounced Inspection 11 October 2007 10:00 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 New Milton House DS0000006507.V351340.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. New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service New Milton House Address Station Road Alsager Stoke-on-trent ST7 2PB 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) 01270 874422 01270 884191 julie.lawrence@clsgroup.org.uk www.clsgroup.org.uk CLS Care Services Limited Ms Julie Lawrence Care Home 39 Category(ies) of Dementia (16), Old age, not falling within any registration, with number other category (23) of places New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care home only: Code PC, to people of the following gender: Either. Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category: Code OP (maximum number of places: 23). Dementia: Code DE (maximum number of places: 16). The maximum number of people who can be accommodated is: 39. Date of last inspection 2nd May 2006 Brief Description of the Service: New Milton House is a care home providing personal care and accommodation for 41 older people, some of whom have dementia. The home is owned by CLS Care Services, a not for profit organisation’ that manages a number of homes in the northwest of England. New Milton House is situated in the small town of Alsager in Cheshire, and is part of the local community. There are shops, a library, doctors surgery and a bus stop close by. The home is next to a local park. New Milton House is a two-storey building, and was purpose built about thirty years ago. A new specialist area of the home has been developed and registered with CSCI this year, which provides care for those with significant memory difficulties, providing facilities for up to 16 people with dementia. This specialist part of the home is called The Coppice, and provides secure accommodation and garden area. There are two lounges, each with a full working kitchen. The rest of the home provides traditional residential care for 23 people, with two lounges, a dining room and a separate smoking room. Two passenger lifts are available for access to the first floor. Bedrooms are all single, but none have ensuite facilities. There is access to a garden area with seats, benches and sunshades provided for the warmer weather. The range of fees for this home is £353.91 - £520.00 per week. This figure was given on 11 October 2007 and more detailed information is available from New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 5 the manager. Additional charges are made for newspapers, hairdressing and toiletries. People who are considering moving into the home are able to read the latest CSCI inspection report, which is available in a copy of the Service User Guide in the entrance hall. A copy of this guide is also placed in each bedroom. Other information about the home and CLS is available in leaflets on display in the hall. These outline the lifestyle that people can expect when they move into the home. New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 6 SUMMARY This is an overview of what the inspector found during the inspection. An unannounced visit by one inspector took place on the 11 October 2007 and lasted 6 hours. This visit was just one part of the inspection. Before the visit the home manager was asked to complete a questionnaire to provide up to date information about services in the home. CSCI questionnaires were also made available for people who live in the home, families and health and social care professionals such as doctors, nurses and social workers to find out their views. Other information received by CSCI since the last inspection was also reviewed. During the visit, various records and the premises were looked at. A number of people who live in the home and relatives were also spoken with and they gave their views about the service; these have been included in the report. What the service does well: The people that live in New Milton House are happy with the care they receive. One told us, “It’s a home from home – they couldn’t do any more”. Another said “ I find the carers very helpful and good” and another described the staff as being “very kind and gentle”. The new specialist care household – The Coppice – for people with dementia provides very good accommodation, which is well suited to their needs. The rest of the home also provides comfortable accommodation in which to live, with lounges and a conservatory so people can choose where to spend their time. The atmosphere in the home is warm and welcoming and there is evidence of good relationships between the people that live there, relatives and the staff group. Various activities and outings take place so people who live at the home can choose to take part in activities as they wish. People said they were happy the food and the choices available so they could eat a varied and healthy diet. People living in The Coppice benefit from being involved in watching and helping with food preparation, as much of it is cooked within the house. The Commission for Social Care Inspection has not received any complaints regarding the home. New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 7 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. New Milton House DS0000006507.V351340.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 New Milton House DS0000006507.V351340.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. Standard 6 was not inspected, as intermediate care is not provided at New Milton House. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Peoples’ needs are assessed before they move into New Milton House, so that the individual, their relatives and the home know that these needs can be met when they move into the home. EVIDENCE: The manager or a senior member of staff visits people before they move into the home to carry out an assessment of their needs to ensure they can be met at New Milton House. Records and discussion with people who live at the home and their visitors confirmed that this was done. Four care plans were seen and all contained assessments completed before the person moved into the home which were thorough, dated and signed, providing good information about the person’s needs. Other assessment documentation completed by social services or the health department also helps to ensure people’s needs can be met at the home. The relevant health professionals or psychoNew Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 10 geriatrician will also have assessed people who are planning to move into the specialist dementia household –The Coppice. In paperwork sent to us before the inspection, the manager stated, “All potential residents have a full initial assessment prior to moving to New Milton House and the assessments of other health professionals are shared with the consent of the prospective resident to ensure that the service we provide can fully met their needs and life choices”. People are also encouraged to visit the home themselves and stay for a meal or the whole day if wished. A trial stay in the home can also help people make up their mind about moving in on a permanent basis. New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People living in New Milton House receive good care and support so their personal and health needs are met. EVIDENCE: A total of four care plans were seen (now called My Life Plan by CLS). They contained a lot of information about the health and personal care needs of each person including risk assessments, health professional intervention records, and other records to ensure their health and wellbeing. The Life Plans of the people in The Coppice were written in a new, person-centred style. There is a very good ‘life profile’ document in each of the plans seen, with information about the person’s life before they moved to the home, which enables the care staff to have a greater understanding of each person. There are plans to develop this Life Plan approach of recording with all people who live in the home and involve them more in compiling and updating their own plans. New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 12 Reviews of the Life Plans have been taking place, although some are a little behind at present. The manager intends to monitor this more closely to ensure that information about peoples’ needs are regularly updated. In paperwork sent to us before the inspection, the manager stated, “Each resident is fully involved in identifying their needs and wishes in relation to health and personal care and the level of support they wish to have”. One person who lives in the home commented on a questionnaire, “GPs and other professionals are asked to visit when I am not well”. Another commented, “staff discuss my care plan with me”. The storage of medication was satisfactory with access only to authorised senior staff. No large stocks of medication are being held. Safe systems for disposal of medication are in place. A fridge was available for medication that needed to be kept cool. Policies and procedures are available, and staff confirmed that these are followed. There is extra security for controlled drugs, with a register kept as required. The medicine administration records were being kept as required. The staff spoken with displayed a good understanding of the importance of ensuring privacy and dignity when providing personal care to people who live in the home. They also spoke of the ways in which they enable people to have choices in how they spend their lives at New Milton House. From observation of the staff and people who live in the home together, it was clear that the care is individualised, flexible and provided in a person-centred way to meet individual need. New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who live in the home have the opportunity to choose their preferred lifestyle and food, and choose from a range of activities according to their own interests and individual capability so they retain control over their lives. EVIDENCE: In paperwork sent to us before the inspection, the manager wrote “We try to ensure that moving to New Milton House is a change of address and not a change of lifestyle”. People who live in the home are encouraged to maintain links with their local community. The activities co-ordinator continues regularly to discuss a programme of activities with people who live in the home, and some recent examples have been musical evenings, monthly visits from an entertainer, monthly themed evenings (this month it is a rock and roll night), a monthly Tai Chi exercise class, trips to the village for coffee and a monthly church trip for communion. Some activities also take place in The Coppice, but generally this is planned on a daily basis with the staff according to the individual needs and wishes of the New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 14 people living there. One-to-one activity is provided to everyone including keeping up to date with local news and reminiscence. All of those who live in the home spoken with during this visit said that the food was good, with plenty to choose from. The cook confirmed that a member of staff visits each person daily to find out what they would like to eat from the menu of the day. On the day of inspection, there was a choice of lamb chops and mint sauce or fish cakes, both served with vegetables and potatoes. This was followed by home made fruit sponge and custard or yoghurt, ice cream or fruit. One person who lives in the home was happy to tell us that she had fancied a poached egg on top of cheese on toast for her lunch. Although this was not on the menu, the cook had prepared it for her, and she thoroughly enjoyed it. Lunch is served in the main residential household dining room, although people can choose to eat in their bedrooms if they wish. In The Coppice, much of the food is prepared in the combined lounge/dining kitchen by the care staff. Food like roast meat or chops and puddings is cooked in the main kitchen, but other meals such as shepherds pie is preprepared by the cook and then cooked in the household kitchens. The potatoes and vegetable are also cooked in the household kitchens and people who live there can be involved in helping with vegetable preparation. Some people have baked cakes recently, and one person still enjoys making bread. Staff have found that the preparation and cooking of food in an area where people can see what is going on and enjoy the smells, has significantly improved the appetite of people, and provided a much more homely and recognisable way of life for the people who live there. A new initiative called ‘Marvellous Mealtimes’ has been developed in all CLS homes. This has placed the emphasis on mealtimes being a social occasion for both people that live in the home and staff to share, and staff are encouraged to sit and have a meal with the people that live in the home. Some of the comments received from people that live in the home during discussions were: • I am able to join in quizzes and sing–a-longs. • They give me good food and choices. I am able to enjoy my food in my own time. • You can please yourself what you do. • You can get up and go to bed when you want – I like to have a lie in and get up late morning. • The food is quite good. New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Arrangements for making complaints and protecting people who live in the home from abuse are satisfactory, so they are not at risk from harm or poor practice. EVIDENCE: In paperwork completed before the inspection visit, the manager wrote, “We have a customer feedback policy, which is user friendly and readily accessible to all residents and their families. Copies of this are within ‘Your Guide to Living at New Milton House’ in each resident’s bedroom”. The complaints procedure is available in the service user’s guide, a copy of which is in each bedroom and the entrance hall. Information regarding how to contact the CSCI is displayed. People who live in the home said they knew who to speak to if they had any concerns. One relative wrote “– they seem to listen well and respond to enquiries promptly- always open and friendly.” CSCI has not received any complaints about the home since the last inspection. The information sent to CSCI before this visit took place indicated that the home has received and investigated two complaints in the past year, and has recorded the investigation and outcome as required. New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 16 Policies and procedures for safeguarding people who live in the home are in place. Care staff have all recently received training on awareness of adult abuse, and those spoken with displayed a good understanding of the issues. New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 and 26. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is well maintained with accommodation that suits people’s needs so they live in homely, comfortable and safe surroundings. EVIDENCE: Since the previous inspection, a new specialist area of the home has been registered with CSCI, which provides care for those with significant memory difficulties, providing facilities for up to 16 people with dementia. This specialist part of the home is called The Coppice, and provides secure accommodation and garden area. There are two lounges, each with a full working kitchen. Many of the meals are prepared or cooked here, enabling people living in the Coppice to experience a normal as possible lifestyle. Some enjoy getting involved in food preparation, and all enjoy the kitchen smells and sights of traditional home life. New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 18 The Coppice household is well furnished and decorated in ways to assist the people that live here to be familiar with their surroundings. A programme of refurbishment is in place, and bedrooms are refurbished on change of occupier. The home was clean with no noticeable odours. A number of bedrooms were seen and all were in good order. People have been able to personalise their rooms making them comfortable and homely. There is a separate enclosed smoking room available and two garden areas with walkways and sitting areas. Bathrooms and toilets contained a variety of aids and equipment to assist people use the facilities. New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Staff have received training to help them develop their skills and provide safe care and recruitment procedures are thorough enough to ensure that the people who live at the home are protected from possible harm or poor practice. EVIDENCE: In paperwork we received before the inspection, the manager wrote, “We have a rigorous recruitment and selection policy which assists us to meet legislative requirements, ensuring that we recruit new staff who have the required skills and personality for their role within the home. We involve residents in the interview process to enable them to identify who they feel would be able to support them with their needs and to provide their opinion on their approach and personailty.” Good policies and procedures are in place for the recruitment of staff. Four staff files were seen and each contained evidence of an interview, two references and the necessary POVA and CRB checks having been obtained before the staff member started working in the home. This provides a level of security and safety for people that live in the home and helps to protect them New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 20 from possible harm. The manager has recently started to involve people who live in the home in the recruitment process for new staff, ensuring they have a say in who cares for them. The staff at New Milton House have been continuing with their training, although the recommended percentage of trained staff has not yet been reached. A recent increase in staffing levels for The Coppice has meant that to date, 10 of the 29 permanent care staff group hold a minimum of NVQ level 2 and five care staff have started their training. New staff should continue to be encouraged to undertake NVQ training. Regular in-house training for staff continues according to need, and records seen showed that this was happening. In paperwork sent to us before the inspection, the manager stated, “Over the last twelve months we have reduced and maintained a 0 agency use at New Milton House, thus ensuring continuity of the standards of care and support”. With regard to equality and diversity, the manager told us in paperwork before the inspection “ We have in-depth policies and procedures in relation to equality and diversity which are incorporated into staff training within the home and discussed at staff meetings to raise awareness. We continually promote a person-centred approach and look to improve the quality of the service that we provide.” A relative commented on the questionnaire “All staff are caring and supportive in their approach. Staff are pleasant and smile – they seem to listen well and respond to enquiries promptly- always open and friendly”. Someone who lives in the home said “I find the carers very helpful and good” Another said, “Its home from home – they couldn’t do any more” New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 36 and 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 well so that people live in a well run, safe home where their views are listened to. EVIDENCE: The manager has the required qualifications and experience and is competent to run the home. The company that runs the home – CLS Care Services – has achieved the Investors in People Award. The manager is working to improve services and provide the best possible quality of life for the people that live in the home. Staff spoken with say she is supportive and they can always go to her with any problems. There is a person centred approach now becoming New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 22 established in the way the manager runs the home. This ensures individual care according to need is provided to people that live in the home. There are good corporate policies and procedures in place and staff have been able to translate these into practice. The manager supervises the senior staff, who in turn supervise the care staff. Some management input is still needed to ensure that all staff receive supervision, (some staff are either behind schedule or their records have not been filed) ensuring that a competent staff group cares for people that live in the home. People who live in the home and their relatives completed a satisfaction survey about the home last year. The results were collated and a summary made available for the service users’ guide, detailing any actions that may or may not be needed. One area from last year was the request by people who live in the home to have more outings, which have been organised. The survey was very positive in relation to the service provided. A new survey is in the process of being developed for this year. The home works to a satisfactory system for safeguarding peoples’ money and clear records with receipts are kept. Policies and procedures for safeguarding money provide security. The information provided by the home before the inspection visit showed that equipment and installations at the home are serviced regularly. A handyman is employed at the home to attend to maintenance issues such as checking fire safety equipment, water temperatures and other health and safety matters, providing a safe environment for people who live in the home and staff. New Milton House DS0000006507.V351340.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 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 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 2 X 3 New Milton House DS0000006507.V351340.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 Refer to Standard OP7 Good Practice Recommendations Care plans should be reviewed monthly and updated to reflect any changes required in people’s care. This will ensure that people receive care according to their needs and that all staff are aware of any changes. The manager should ensure that staff supervision arrangements are carried out at the recommended intervals, so that all staff have the opportunity to discuss their work and their personal development within New Milton House. 2 OP36 New Milton House DS0000006507.V351340.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Northwich Local Office Unit D Off Rudheath Way Gadbrook Park Northwich CW9 7LT 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 New Milton House DS0000006507.V351340.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. 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