Care Home: Park House

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What the care home does well Residents looked well cared for. They said they were well looked after. Staff support residents to maintain contact with their family and friends. Residents spoke highly of staff.They said: "the staff are lovely" "they (the staff) chivvy you along but always give you a choice" "the staff work hard, they try to give us everything we want" The care plans that we read clearly set out the needs of the residents. When we spoke to those residents or discussed their care with staff, the needs matched those written in the plans. The care is regularly reviewed, taking into account peoples changing needs and individual wishes. Meals are varied, well balanced and nicely presented offering good choice and nutritious food at all meals. All of those spoken to were pleased with the quality and choice available. We tasted the food that was served to residents. It was well presented, hot enough and tasty. Staff recruitment and training records were clear and concise and contained all relevant information. The vetting process helps protect residents. The staff continue to achieve a high percentage in training for NVQ. 75% of staff are qualified to level 2 or above. This is above the required 50% target. What has improved since the last inspection? There were no requirements at the last inspection. The acting manager has a number of improvements planned that he has not had the chance to implement yet. What the care home could do better: The environment could be improved for residents if the building was redecorated. Some of the areas used by residents had scuffed wallpaper and the carpets were old. Some of the carpets had burn holes in from cigarettes. Some of the bins in the home need to be replaced with those operated by foot. Sinks where staff wash their hands were not fitted with hot water regulators meaning the water was too hot to wash hands under a running tap. These things could lead to residents being at an increased risk of infection. Not all residents who needed it were having their fluid intake and output recorded. This is essential to prevent or assess the risk of dehydration for ill residents.The medicine cupboard used to store controlled drugs was too small. A lot of drugs were packed into it. This makes stock control and auditing very difficult and could increase the risk of drug errors. Not all staff had been trained in essential areas such as moving and handling of residents. Training is planned for the future but some staff had not been trained in the last two years. This puts residents and staff at risk of injury. There were numerous notices around the home, in residents` rooms and corridors. These contained instructions to staff, residents and relatives about various issues that could be better addressed individually. The acting manager stated that this was not his preferred method of management and took immediate action to remove some of them. Some work needs to be done to support staff to respond flexibly to the differing and diverse needs of people. CARE HOMES FOR OLDER PEOPLE Park House Fawdon Lane Fawdon Newcastle Upon Tyne Tyne & Wear NE3 2RY Lead Inspector Janet Thompson Key Unannounced Inspection 22nd April 2008 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 Park House DS0000070987.V363490.R02.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. Park House DS0000070987.V363490.R02.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Park House Address Fawdon Lane Fawdon Newcastle Upon Tyne Tyne & Wear NE3 2RY 0191 285 6111 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) www.southerncrosshealthcare.co.uk Southern Cross BC OpCo Ltd Vacant Care Home 50 Category(ies) of Old age, not falling within any other category registration, with number (50) of places Park House DS0000070987.V363490.R02.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 with Nursing - Code N To service users 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 50 The maximum number of service users who can be accommodated is: 50 June 2007 2. Date of last inspection Brief Description of the Service: Park House is a purpose built care home providing personal and nursing care. The home also provides twelve identified beds for NHS continuing care. The accommodation comprises 48 single bedrooms and one double bedroom. All except one are en-suite. The home has four lounges over two floors and a dining room on each floor. There are assisted baths, showers and a range of technical equipment. There is easy access to both floors by a passenger lift and there is an accessible call system in all rooms. The home has a pleasant garden area and car-parking facilities are available. The home is situated in a residential area of Gosforth, close to local shops and other facilities including Newcastle city centre. Fees for the home range from £389 to £586.50 per week. Further information about the home can be found in the service user guide and previous inspection reports. These are kept in the main foyer of the home. Park House DS0000070987.V363490.R02.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 the service experience good quality outcomes. This was an unannounced inspection. The previous manager for the home has left. An acting manager is looking after the home three days per week. He intends to stay at the home full time. How the inspection was carried out: Before the visit we looked at: Information we have received since the last inspection visit. How the service dealt with any complaints or concerns since the last visit. Any changes to how the home is run. The manager’s views of how well they care for people. We always seek the views of people who use the service, their relatives, staff and other users of the service. This is usually given to us in the form of questionnaires. At the time of writing this report we had received one response from questionnaires. During the unannounced visit we: Talked with people who use the service and some of the staff. Looked at the information about people who use the service and how well their needs are met. Looked at other records the home is required to keep. Checked that staff had the knowledge, skills and training to meet the needs of the people they care for. Looked around the building to make sure it was clean, comfortable and safe. Checked what improvements had been made since the last inspection visit. The acting manager was at the inspection. Feedback was given to him at the end of the visit. What the service does well: Residents looked well cared for. They said they were well looked after. Staff support residents to maintain contact with their family and friends. Residents spoke highly of staff. Park House DS0000070987.V363490.R02.S.doc Version 5.2 Page 6 They said: “the staff are lovely” “they (the staff) chivvy you along but always give you a choice” “the staff work hard, they try to give us everything we want” The care plans that we read clearly set out the needs of the residents. When we spoke to those residents or discussed their care with staff, the needs matched those written in the plans. The care is regularly reviewed, taking into account peoples changing needs and individual wishes. Meals are varied, well balanced and nicely presented offering good choice and nutritious food at all meals. All of those spoken to were pleased with the quality and choice available. We tasted the food that was served to residents. It was well presented, hot enough and tasty. Staff recruitment and training records were clear and concise and contained all relevant information. The vetting process helps protect residents. The staff continue to achieve a high percentage in training for NVQ. 75 of staff are qualified to level 2 or above. This is above the required 50 target. What has improved since the last inspection? What they could do better: The environment could be improved for residents if the building was redecorated. Some of the areas used by residents had scuffed wallpaper and the carpets were old. Some of the carpets had burn holes in from cigarettes. Some of the bins in the home need to be replaced with those operated by foot. Sinks where staff wash their hands were not fitted with hot water regulators meaning the water was too hot to wash hands under a running tap. These things could lead to residents being at an increased risk of infection. Not all residents who needed it were having their fluid intake and output recorded. This is essential to prevent or assess the risk of dehydration for ill residents. Park House DS0000070987.V363490.R02.S.doc Version 5.2 Page 7 The medicine cupboard used to store controlled drugs was too small. A lot of drugs were packed into it. This makes stock control and auditing very difficult and could increase the risk of drug errors. Not all staff had been trained in essential areas such as moving and handling of residents. Training is planned for the future but some staff had not been trained in the last two years. This puts residents and staff at risk of injury. There were numerous notices around the home, in residents’ rooms and corridors. These contained instructions to staff, residents and relatives about various issues that could be better addressed individually. The acting manager stated that this was not his preferred method of management and took immediate action to remove some of them. Some work needs to be done to support staff to respond flexibly to the differing and diverse needs of people. 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. Park House DS0000070987.V363490.R02.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 Park House DS0000070987.V363490.R02.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 does not apply. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People are properly assessed, taking account of their needs and wishes, so that they can be assured this is a suitable home and receive an individual care service. EVIDENCE: Three pre-admission assessments were seen. They contained enough information to enable staff to assess if they could meet the individual needs before admission. We spoke to residents about the admissions procedure but they could not remember the details. One resident could remember coming from hospital into a ‘hospital bed’ within the home then deciding she wanted to stay. Information from other health professionals and carers was included in the assessment. Park House DS0000070987.V363490.R02.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People receive personal care that is well planned and takes account of their diverse needs. EVIDENCE: Five care plans were examined and three were case tracked. This means that we spoke to the individual residents or observed their care then matched our observations to what was written in the care plan. All three case tracked care plans did reflect the actual care needed by the residents. Care plans took account of peoples diverse and differing needs. People were supported to achieve independence and meet individual goals. Other health professionals contributed to the planning of care. These contributions were clearly recorded. One of the care plans identified that a resident was at risk of dehydration and monitoring of fluid balance was required. This was not being carried out. The nurse in charge said this was because they had ‘run out of forms’. The acting manager stated that forms were available so there was some confusion as to why this was not done. Park House DS0000070987.V363490.R02.S.doc Version 5.2 Page 11 Residents looked clean and well cared for. One of the more frail residents was cared for in bed. She looked comfortable and had suitable pressure relieving equipment in place. Two of the care plans examined showed that those residents had shown an unexpected improvement in health due to the care received from the staff. This resulted in one of them moving from Continuing Care, which is NHS care, to ordinary nursing care within the home. Residents said they were well looked after. They said: “they try to give us every thing we want” “I am well looked after-can’t complain” “the staff work hard, we are lucky” Medication ordering, administration, storage and disposal were examined. A hospital pharmacist checks the medicines for the continuing care patients every two weeks. All medicines are audited by the nurse every week and by the manager monthly. All medicines were accounted for and all those administered were signed for. Two amounts of controlled drug were checked and were correct. The controlled drug cupboard is too small. A lot of medicines were fitted in to it. This makes stock control and auditing very difficult and increases the risk of drug error. Staff were seen to treat residents politely and respectfully. Minutes of staff meetings showed that they are reminded about issues to do with residents’ privacy and dignity. Park House DS0000070987.V363490.R02.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People are supported to lead a healthy and fulfilling personal lifestyle. This takes account of their wishes and diverse abilities. EVIDENCE: An activities co-ordinator, referred to by the organisation as the diversional therapist, is employed at the home for 21 hours per week. She supports residents to use a range of services within the local community. Residents are encouraged to be in control of their own lives and enjoy their own interests and hobbies. Each resident has practical life skills assessment carried out. Residents and their relatives are involved in this process. This describes each individuals likes, dislikes and fears, religion and beliefs, leisure, sport, hobbies and preferred relaxation. Residents said: “yes there is enough to do if you want” Park House DS0000070987.V363490.R02.S.doc Version 5.2 Page 13 “we get chivvied to join in but never pushed” “we have all sorts going on, I would like to go out more but I think transport is the problem” “you always have a choice, food, bedtime, what to do, you choose” Residents also said they liked the food. One resident responded that she did not like the food. This persons care plan was examined and showed that staff had attempted to find food that would suit this resident while being mindful of her medical condition. Other experts and health professionals had been involved in this process. We ate the food at the home. It was well presented. The food was hot enough and very tasty. The standard of the cooking was very good. The home is preparing to take on a new nutritional system. This is an independent nutritional tool that devises balanced menus and promotes healthy living. The acting manager has received training on this and has produced the first of the menus. He has plans to consult residents and relatives with this before it is introduced. Although residents felt they had choice and control over their lives there were a high number of notices throughout the home giving instruction to residents, relatives and staff. These were in residents’ bedrooms and on corridors. The issues were things that could be dealt with individually. For example in residents’ bedrooms was a notice about visiting pets being restricted due to health and safety issues. Another notice was forbidding the use of denture cleaning tablets. The acting manager agreed that these fostered an institutional feel and was not how he intended to manage. He took immediate action to remove these. The acting manager agreed that staff should be supported to appreciate the diverse needs and wishes of residents. This would enable them to deal with issues on an individual basis. Park House DS0000070987.V363490.R02.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use the service are protected from harm through thorough policies, procedures and staff training. EVIDENCE: Staff follow the home’s policies and procedures relating to the management of complaints and allegations of abuse. Staff are kept up to date with information and training. Refresher training on the protection of vulnerable adults is about to take place. Residents are told how to complain through the complaints procedure. This was clearly visible within the home. Residents spoken to said they would complain if they needed to but none of them had any current complaints. CSCI received one anonymous complaint just before the inspection saying that staff levels were very low. We looked at staff duty rosters for the previous two months and could find no evidence of very low staff levels. Park House DS0000070987.V363490.R02.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 and 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 comfortable home that is generally pleasant and clean. EVIDENCE: The home was generally clean and free from odours. Some areas such as the legs of bed tables did have stains and a little dust on but this could have been quite recent. The furniture and general décor provides residents with a comfortable homely environment. They said the home was warm enough and: “I love this room, it is so sunny and bright” “Oh, it’s clean in here, never smelly” “My room is my room, just how I like it” “It’s getting a bit tatty don’t you think?” Park House DS0000070987.V363490.R02.S.doc Version 5.2 Page 16 The home is in need of redecoration. The acting manager said this is planned but could not give a timescale. Examples of areas in need of redecorating soon are: The dining room on the ground floor is looking dated. The wallpaper is very scuffed. There are burn holes in the carpet because this room used to be used as the smokers lounge. The tablecloths are faded. Bathroom 1 on the ground floor has very scuffed walls and flooring. It does not look like a pleasant room for residents to bathe in. The toilet does not have a fixed guardrail. Some of the bins in the home do not have lids that are operated by foot. This is essential to limit contamination and the spread of infection. Records show that the water in some staff hand washing sinks is as hot as 5052 degrees. This means that good hand washing techniques cannot be followed, as staff cannot wash their hands under running water. Park House DS0000070987.V363490.R02.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 and 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People using the service are supported and protected through staff numbers, skill and ability. EVIDENCE: The current staffing levels are: Daytime. 8am-8pm. Four care staff upstairs, three care staff downstairs and two qualified nurses. Night time. Four care staff and one qualified nurse. CSCI received an anonymous complaint indicating that staffing was as low as four carers through the day and two carers at night. The acting manager stated that as far as he was aware staffing had never dropped to those levels. Examination of the duty rosters for the previous two months would confirm this. On occasion staffing had dropped to three carers at night or five through the day when sickness left the home understaffed. The manager stated this was only on rare occasions. There was no further evidence to support the allegation. Park House DS0000070987.V363490.R02.S.doc Version 5.2 Page 18 Training records showed and staff confirmed that 75 of staff had achieved NVQ level 2. Some essential training had lapsed. For example, nine staff last received moving and handling training in 2005, 12 staff last received it in 2006. Two staff have just trained as moving and handling facilitators and will be training other staff within the home soon. Infection control and adult protection training is also planned. There was no training overview chart, which would help to ensure that staff do not fall behind in statutory training in future. Four staff recruitment files were examined. These were for one new carer, one nurse and two long term employed carers. All contained good information. Thorough background checks had been carried out before employment. Residents were protected through checking of criminal records information for all employees. Interviews were conducted against a person specification list to ensure fair and equal employment. An equality and diversity monitoring form is also used to demonstrate fairness in employment. Park House DS0000070987.V363490.R02.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 and 38. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People using this service are protected through reflective management taking account of the diverse needs of the service. EVIDENCE: The home does not yet have a registered manager. The acting manager appears competent and skilled enough to run the home. The acting manager is currently in the home three days per week, which is not enough to implement changes and assess the need for change or improvement. Staff spoken to were clear about their role and responsibilities. The home operates a quality assurance system. Residents, their relatives and professionals are consulted about the service provided. There was not enough Park House DS0000070987.V363490.R02.S.doc Version 5.2 Page 20 evidence that the service values the individual and is managed to promote diversity. This has been commented on in other sections of this report. Servicing and maintenance agreements are in place for facilities and equipment. Risks in the environment and tasks, including safe working practices are assessed and reviewed. All fire safety checks; tests and instructions to staff are conducted at the required frequency and recorded. There were no obvious trip hazards in the home. Fire exits were clear of obstruction and all hazardous fluids locked away. Residents personal monies were well accounted for. Records were examined and showed that two signatures were obtained for all transactions. Four amounts of money were counted and were correct. Park House DS0000070987.V363490.R02.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 2 8 3 9 2 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 2 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 2 X X X X X X 2 STAFFING Standard No Score 27 3 28 4 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 X 3 X 3 X X 3 Park House DS0000070987.V363490.R02.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. 2. Standard OP7 OP19 Regulation 15 13(4)a 23(2)(d) Requirement Ensure that care records show how the assessed needs of individuals are met. Ensure that all toilets are fitted with appropriate safety rails. Provide a maintenance plan to show how the premises will be made more pleasant for residents. Ensure that staff have facilities to enable them to follow good hand washing practices. Ensure that mandatory training is up to date for all staff. The home must have an appointed manager who is registered with CSCI. Timescale for action 01/06/08 01/06/08 3. OP26 13(3) 01/06/08 4. 5. OP30 OP31 13(6) 8 01/07/08 01/08/08 Park House DS0000070987.V363490.R02.S.doc Version 5.2 Page 23 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 OP9 OP14 Good Practice Recommendations Provide adequate storage for controlled drugs. Provide staff with training or support to care for people by promoting diversity and individuality. Park House DS0000070987.V363490.R02.S.doc Version 5.2 Page 24 Commission for Social Care Inspection North Eastern Region St Nicholas Building St Nicholas Street Newcastle Upon Tyne NE1 1NB National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Park House DS0000070987.V363490.R02.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!