Care Home: Park Lodge

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What the care home does well The home provides a very good standard of accommodation. Residents` bedrooms are spacious and individual. Communal areas are well decorated and furnished. Residents are cared for by an experienced manager and a qualified staff team. The owner / manager places a priority on respecting people`s individuality and diversity. What has improved since the last inspection? When we last inspected the home in August 2007 we asked the owner / manager to develop guidelines for staff on the management of residents` challenging behaviours and a written recruitment policy. Both of these requirements have now been met. What the care home could do better: Following our inspection, we have made two requirements. The owner / manager must make sure that all staff working in the home receive formal supervision at least 6 times a year. The owner / manager must also make sure that all staff have leave to remain and work in the UK. CARE HOMES FOR OLDER PEOPLE Park Lodge 42 Monks Park Wembley Middlesex HA9 6JE Lead Inspector Tony Lawrence Key Unannounced Inspection 24th June 2008 09:45 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Park Lodge DS0000017472.V364440.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. Park Lodge DS0000017472.V364440.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Park Lodge Address 42 Monks Park Wembley Middlesex HA9 6JE 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) 020 8903 5370 Ms Avadne Kelly Ms Avadne Kelly Care Home 4 Category(ies) of Old age, not falling within any other category registration, with number (4) of places Park Lodge DS0000017472.V364440.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 service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: 2. Old age, not falling within any other category - Code OP The maximum number of service users who can be accommodated is: 4 10th August 2007 Date of last inspection Brief Description of the Service: Park Lodge is a registered care home providing accommodation and care for four older people. When we visited, two men and two women were living in the home and there were no vacancies. The home is situated in a quiet, residential street in Wembley, close to a park and about five minutes walk from shops. The proprietor / care manager lives on the premises and is fully involved in the residents’ care. There are four other members of staff employed. The ground floor consists of two residents’ bedrooms, a lounge / dining room, a kitchen, laundry and toilet / shower room. The first floor accommodation consists of two residents bedrooms and a bathroom and separate toilet. The lounge / dining room opens on to a concreted patio area and garden. There is also a large garden to the front of the building. The weekly fees for the home can be obtained from the owner / manager. Park Lodge DS0000017472.V364440.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 stars. This means the people who use this service experience good quality outcomes. This unannounced key inspection took place on Tuesday 24th June 2008 from 09:45 – 14:30. During this visit we met and spoke with all four people living in the home, the owner / manager and staff on duty. We checked care records and also saw all communal areas and two residents’ bedrooms, with their permission. The owner / manager completed the Annual Quality Assurance Assessment (AQAA) that we sent to her and information from the AQAA has been used to inform this report. We also reviewed the care of two people, including one person who moved into the home earlier this year. We would like to thank the residents, manager and staff for their time and help with this inspection. What the service does well: 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. Park Lodge DS0000017472.V364440.R01.S.doc Version 5.2 Page 6 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 Lodge DS0000017472.V364440.R01.S.doc Version 5.2 Page 7 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): 2, 3 and 6. People living in the home experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Residents know their care needs will be met as admissions are not made to the home until a full needs assessment has been undertaken. Residents’ rights are protected as they are provided with a statement of terms and conditions. This sets out in detail what is included in the fee, the role and responsibility of the provider, and the rights and obligations of the individual. EVIDENCE: ‘I’ve got a contract and it was explained to me when I came to live here’. (Comment from a resident). ‘Assessments are made prior to service users entering and during their preliminary stay to determine if the home can meet their individual needs. We also provide as much information as we can about the nature of the service that will be provided by the home. All service users have a signed contract on Park Lodge DS0000017472.V364440.R01.S.doc Version 5.2 Page 8 file’. (Extract from the provider’s Annual Quality Assurance Assessment – AQAA). During this visit we checked the care plan files of two people living in the home. We saw that both files included a copy of the home’s contract that had been signed by the resident or their representative and the home’s owner / manager. The contract included all of the information needed to meet these Standards. We also saw that both residents’ care plan files included assessments of each person’s care needs completed by local authority social workers, health care professionals and staff from the home. The assessments were well completed by qualified people and included each person’s social and health care needs. The home’s own assessments included baseline measurements of each person’s weight and blood pressure that enabled staff to monitor changes. The owner / manager confirmed that the home does not provide intermediate care and Standard 6 does not apply. Park Lodge DS0000017472.V364440.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 and 11. People living in the home experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Care plans are person centred and are agreed with the individual. Plans are written in plain language, are easy to understand and look at all areas of the individual’s life. They include reference to equality and diversity and address any needs identified in a person centred way. Each care plan includes a comprehensive risk assessment, which is reviewed regularly. EVIDENCE: ‘The staff are very kind. If I need to see the doctor they will arrange it for me’. (Comment from a resident). During this visit we checked the care plan files of two people living in the home and checked the systems for managing people’s prescribed medication. Both care plan files included a care plan that detailed each person’s personal and health care needs and how these would be met in the home. One person had significant health care needs and their care plan concentrated on the Park Lodge DS0000017472.V364440.R01.S.doc Version 5.2 Page 10 physical care and support they needed, together with information about the person’s contact with health care professionals. The second person’s care plan also included information about their health care needs, but also covered social care issues, including visitors and hobbies / interests. We saw that staff working in the home reviewed both of the care plans monthly. The reviews recorded any changes in the previous month and agreed changes in the care to be provided. Where possible, residents signed their care plan each time it was reviewed. We saw evidence that residents are involved in reviewing their own care plans whenever possible. Relatives, social and health care professionals and staff from the home are also involved in the reviews. Both care plans included information about health care professionals involved in the resident’s care and the arrangements for making sure that regular appointments were made and the resident supported to attend. We saw evidence that people were supported to access services provided by local opticians, dentists, speech and language therapists and specialist health care support organisations. Both care plans included risk assessments that had been reviewed each month by staff. The risk assessments covered use of the home’s hoist and one person’s use of their wheelchair. We checked the Medication Administration Record (MAR) sheets for all four people living in the home. The records were well completed, with no errors or omissions and showed that residents’ medication was managed safely. All prescribed medication was securely stored in a lockable metal cabinet. ‘We have a service users’ rights to dignity / privacy policy which is also part of the home’s philosophy and is observed at all times by all members of staff’. (Extract from the provider’s Annual Quality Assurance Assessment – AQAA). We saw that residents’ care plans included information about how they chose to be addressed and we saw that staff respected this during our visit. Staff also knocked on people’s bedroom doors and waited for a response before entering. The manager made sure that the Inspector was introduced to each resident and the purpose of our visit was explained. Staff told us that they respected individual’s rights to privacy, but they were also aware that some people might become isolated. Staff said that two people chose to spend most of their time in their bedrooms. Staff made sure that each person was visited regularly and given the opportunity to chat with staff. Both care plan files included a form that detailed the person’s wishes regarding end of life care and funeral arrangements. The residents and their representatives signed the forms. The owner / manager told us that special care was always given to residents when they were unwell. Park Lodge DS0000017472.V364440.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 and 15. People living in the home experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The staff practices promote individual rights and choice, but also consider the protection of individuals in supporting them to make informed choices. Residents are involved in meaningful daytime activities of their own choice and according to their individual interests, diverse needs and capabilities. EVIDENCE: ‘I can have visitors whenever I want. If I want to meet people privately, I can see them in my room’. (Comment from a resident). ‘The food is very good, there’s always enough to eat at meal times and I can have snacks and drinks whenever I want’. (Comment from a resident). ‘My family visit and I can phone them whenever I want to’. resident). (Comment from a ‘All service users who enter the home have their needs and wants established and they are registered with the community medical facilities that are available to the home. We do not impose our opinion on what we think would be best Park Lodge DS0000017472.V364440.R01.S.doc Version 5.2 Page 12 for service users – our role is to find out what the service user wants and needs and to give information that would help them to reach their own conclusions’. (Extract from the provider’s Annual Quality Assurance Assessment – AQAA). ‘The motto of the home is ‘Equality’ and the home operates a zero tolerance with regards to discrimination’. (Extract from the provider’s Annual Quality Assurance Assessment – AQAA). During this visit we saw that residents’ care plans were written in a personcentred way, involving the individual as much as possible. The care plans emphasised what people could do for themselves and the support they needed to maintain their independence. For one resident with significant health care needs, we felt that the manager and staff in the home had completed some excellent work to respect the person’s wishes to do as much as possible for themselves, for as long as possible. We saw that this commitment to maintaining the person’s independence was continuing, even though their health was deteriorating. Care plan files included information about people’s preferences in their daily routines and how they wanted to be supported with their personal care. Plans also included information about individual’s cultural and faith needs and how these would be met in the home. We saw during this visit that staff spent time with residents who chose to stay in their rooms. Other people spent time in the lounge, reading and watching TV. The two plans we reviewed during this visit included information about the residents’ family, friends and other significant people, together with information about how and when each person should be contacted. Residents and staff told us that meals are provided on an individual basis. Residents told us that staff asked them each day what they want to eat the next day and there was always a good choice. People told us the meals were fresh, varied and nutritious. We saw the home’s menu for the two weeks before this visit and this showed that a good variety of nutritious meals are provided, together with regular snacks and drinks. Residents told us that they can eat their meals in their rooms or in the dining room if they chose. Park Lodge DS0000017472.V364440.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 and 18. People living in the home experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The service has a complaints procedure that is clearly written and easy to understand. Residents know that they are protected as the policies and procedures for safeguarding adults are available and give clear specific guidance to those using them. Staff working at the service know when incidents need external input and who to refer the incident to. EVIDENCE: ‘The staff told me how to make a complaint, but I’ve never had to’. (Comment from a resident). ‘I’m safe here, I know the staff will look after me’. (Comment from a resident). ‘If I was worried about anything, I’d speak to the staff or the manager’. (Comment from a resident). ‘All members of staff have attended pova / adult protection training and are aware of the abuse and whistle blowing policies of the home’. (Extract from the provider’s Annual Quality Assurance Assessment – AQAA). During this visit we saw that the home has a clear complaints procedure and residents told us that staff had talked to them about what to do if they were Park Lodge DS0000017472.V364440.R01.S.doc Version 5.2 Page 14 unhappy about any aspect of the care they received in the home. We saw that no formal complaints have been made since we last visited in August 2007, but the staff we spoke to had a clear understanding of the importance of complaints and the home’s procedures. We saw that a copy of the local authority’s safeguarding adults policy and procedures were available in the home for staff reference. Staff who spoke to us knew about the procedures and when they should be used. The manager told us that there had been no safeguarding adults issues or investigations since our last visit in August 2007. Park Lodge DS0000017472.V364440.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, 20, 21, 23, 24 and 26. People living in the home experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The home provides a physical environment that is appropriate to the specific needs of the people who live there. The home is a very pleasant, safe place to live the bedrooms and communal rooms meet the National Minimum Standards or are larger. The bathrooms and toilets are fitted with appropriate aids and adaptations to meet the needs of the people who use the service, and are in sufficient numbers and of good quality. EVIDENCE: ‘I love this lounge, it is so homely’. (Comment from a resident). ‘My bedroom’s nice, it has everything I need and it’s comfortable’. (Comment from a resident). Park Lodge DS0000017472.V364440.R01.S.doc Version 5.2 Page 16 ‘The home has also been recently refurbished and is in the process of being redecorated’. (Extract from the provider’s Annual Quality Assurance Assessment – AQAA). Park Lodge is a large semi-detached home in a quiet residential road in Wembley, close to a park and about five minutes walk from the local library, health centre and shops. The property is indistinguishable from neighbouring houses and is suitable for use as a care home. The ground floor consists of two residents’ bedrooms, a lounge / dining room, a kitchen, laundry and toilet / shower room. The lounge / dining room opens on to a concreted patio area and garden. There is also a large garden to the front of the building. The first floor accommodation consists of two residents bedrooms and a bathroom and separate toilet. During this visit we saw all communal parts of the home and two residents’ bedrooms, with their permission. The bedrooms were spacious, bright, well decorated and comfortably furnished. Staff had supported residents to personalise their rooms with photos, pictures and other personal possessions. The communal areas were also well decorated and comfortably furnished. The home has a sufficient number of bathrooms and toilets, including a wheelchair accessible shower room and toilet on the ground floor. We saw that the back garden has a patio area where residents can sit when the weather allows. There is also an attractive garden and parking spaces at the front of the home. Park Lodge DS0000017472.V364440.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 and 30. People living in the home experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People who use the service told us that staff working with them are very skilled in their role and are consistently able to meet their needs. People are cared for by competent staff as all staff receive relevant training that is focussed on delivering improved outcomes for residents. The home puts a high level of importance on training and staff report that they are supported through training to meet the individual needs of people in a person centred way. EVIDENCE: ‘The manager and staff are lovely, they would do anything for you’. (Comment from a resident). ‘All the staff and the manager made me feel very welcomed when I arrived’. (Comment from a resident). During this visit we saw the home’s staff rota. This showed that there are two members of staff on duty during the day and one person awake in the home at night. We felt that this level of staffing was sufficient to meet the current care needs of the people living in the home. We also checked the personnel files for three staff working in the home. All three files included an application form, 2 written references, a Criminal Park Lodge DS0000017472.V364440.R01.S.doc Version 5.2 Page 18 Records Bureau (CRB) checks and a copy of the person’s passport, as proof of the person’s identity. Individual’s files also included copies of training certificates, including manual handling, health and safety, protection of vulnerable adults first aid and food hygiene. Information from the provider’s Annual Quality Assurance Assessment (AQAA) is evidence that all staff working in the home are qualified to National Vocational Qualification (NVQ) Level 2 or above. From the staff personnel files we saw that not all people working in the home are not receiving regular, formal supervision with their manager. One person’s supervision records showed that the last session was held in November 2006. The owner / manager must make sure that all staff have regular supervision (see Standard 36). The owner / manager must also make sure that staff working in the home provide confirmation that they have leave to remain and work in the UK. The staff records showed that the leave to remain in the UK for two staff expired in February 2008. The owner / manager told us that both staff had extended their leave to remain, but evidence for this must be available for inspection in the home. The owner / manager must also make sure that staff working with a student visa do not work more than 20 hours per week. Park Lodge DS0000017472.V364440.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, 36 and 38. People living in the home experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The owner / manager has the required qualifications and experience and is competent to run the home. She has a clear understanding of the key principles and focus of the service and works to continuously improve services. She provides an increased quality of life for residents with a strong focus on equality and diversity issues and promoting human rights, especially in the areas of dignity, respect and fairness. EVIDENCE: The home’s owner / manager completed and returned the Annual Quality Assurance Assessment (AQAA) that we sent to her before this inspection. The AQAA was well completed and contained useful information that we have used in this report. The AQAA showed us that the provider is aware of areas where Park Lodge DS0000017472.V364440.R01.S.doc Version 5.2 Page 20 the home performs well, as well as areas where improvement is needed. The owner / manager told us that she lives on the premises and has been in post for nine years. She has completed her National Vocational Qualification (NVQ) Level 4 award for care home managers. We have registered the owner as a fit person to manage a care home for older people. We felt that the home had effective quality assurance and quality monitoring systems. Surveys are regularly given to residents, their relatives / representatives, GPs and other people who know the services provided at Park Lodge. The owner told us that the completed surveys would be collated and used to develop a quality assurance report and action plan. The owner / manager told us that relatives managed the personal monies of three people living in the home. The owner / manager was responsible for the management of one person’s money. Receipts were obtained each time the person spent any money and regular checks were carried out. The money was kept in an interest bearing Building Society account. As noted under Staffing (page 19) there was a need to make sure that each member of staff working in the home received formal supervision at least 6 times a year. Park Lodge DS0000017472.V364440.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 3 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 3 3 X 3 3 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 2 X 3 Park Lodge DS0000017472.V364440.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 19 (1) Requirement To show that residents are cared for safely, the owner / manager must make sure that staff working in the home provide confirmation that they have leave to remain and work in the UK. To show that staff working with residents are supported appropriately, the manager must make sure that all staff receive formal supervision at least 6 times a year. Timescale for action 30/09/08 2. OP36 18 (2) 30/09/08 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 Park Lodge DS0000017472.V364440.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection London Regional Office 4th Floor Caledonia House 223 Pentonville Road London N1 9NG 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 Lodge DS0000017472.V364440.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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