Care Home: Pilgrims View

What the care home does well There is an open, relaxed and friendly atmosphere with good interaction between residents, staff and visitors. Staff are kind and caring. Personal health care needs are well supported and residents` individual preferences are catered for where practicable. There is encouragement for residents to partake in activities suited to their preferences and capabilities. Pilgrims View provides a comfortable environment and the standard of cleanliness around the home is good. Information about the home is easily accessible and staff are good at helping residents to settle in. Staff are encouraged to undertake training and receive effective supervision. Residents and/or their representatives are regularly asked for their views about the home. What has improved since the last inspection? Some areas have been redecorated and refurbished since the last inspection, for example there is some new dining and lounge furniture and new curtains and bedding in some bedrooms. Staff are to be commended for their achievement in creating a very pleasant and secure garden, accessible from the White Lodge unit. Improved provision has been made for residents that choose to smoke. A small cooker has been obtained so residents can participate in baking sessions. There is a new shower facility for residents. The Manager`s office has been improved and now has an area in which private meetings and reviews can be held. What the care home could do better: No requirements are made as a result of this inspection. Three recommendations are made. The home should continue with the improvements to care plan recording. Residents would benefit by the home having more regular access to a minibus and qualified drivers to enable greater flexibility in having outings. The front garden should be made secure so residents can use it freely and safely in addition to the rear garden. This would also facilitate better ventilation of Chestnut unit in hot weather. CARE HOMES FOR OLDER PEOPLE Pilgrims View Roberts Road Snodland Kent ME6 5HL Lead Inspector Gary Bartlett Unannounced Inspection 3rd July 2008 09:30 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Pilgrims View DS0000024077.V367341.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. Pilgrims View DS0000024077.V367341.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Pilgrims View Address Roberts Road Snodland Kent ME6 5HL 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) 01634 241906 01634 243661 jane.wiltshire@kcht.org.uk www.kcht.org Kent Community Housing Trust Manager post vacant Care Home 44 Category(ies) of Dementia (0) registration, with number of places Pilgrims View DS0000024077.V367341.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category/ies of service only: Care home only - (PC) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: 2. Dementia (DE). The maximum number of service users to be accommodated is 44. Date of last inspection 12th June 2007 Brief Description of the Service: Pilgrims View is care home providing personal care and accommodation for up to 44 older people specialising in the care of older people with a mental infirmity. Kent Community Housing Trust, which owns Pilgrims View, is a non-profit making Trust. The trust has twenty-two residential care homes in the Kent and London areas. It holds Investors in People Award and has an ISO 9001 Quality Standard Accreditation. Pilgrims View is situated near the centre of the small town of Snodland. There are a number of local amenities, including shops, pubs and a post office, close by. The home was originally built as a local authority home and was taken over by Kent Community Housing Trust in 1992. It is a purpose built single storey residential home, arranged in four wings. There are thirty-five single and four shared bedrooms. All the bedrooms are equipped with call alarms and TV aerial points. There are easily accessible, well-maintained and secure gardens around parts of the building. There is car parking at the front of the home with street parking nearby. Current fees range from £453.01 to £575 per week. Pilgrims View DS0000024077.V367341.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 key unannounced inspection was conducted by Gary Bartlett, Regulatory Inspector, who was in Pilgrims View on 3rd July 2008 from 9:30 am until 3:00 pm. During that time the Inspector spoke with some residents, 4 visitors, and some staff. Due to the nature of the service provided, it is difficult to reliably incorporate accurate reflections of residents’ views of the service in the report. Judgements about quality of life and choices were taken from direct observation and by discussion with the Manager and staff, inspection of records and a tour of the building and grounds. The Commission had received a completed Annual Quality Assurance Assessment from which information was used to inform the inspection process. A number of survey forms were received prior to the inspection. Residents, their relatives responded that they like the home and think there are good standards of care. Survey forms included the comments: • “In general I am very pleased with the care my mother receives and the care from regular staff seems good and caring”. • “Home is very good that I am staying in”. • “Always cheerful”. Other statements made are quoted in the text of the report. The Care Homes Regulations 2001 and the National Minimum Standards for Care Homes for Older People refer to people who use the service as “service users”. People living at Pilgrims View prefer to be referred to as “residents”. Accordingly this shall be done in the text of this report. The Inspector would like to thank everyone involved for their contribution to the inspection. Pilgrims View DS0000024077.V367341.R01.S.doc Version 5.2 Page 6 What the service does well: What has improved since the last inspection? Some areas have been redecorated and refurbished since the last inspection, for example there is some new dining and lounge furniture and new curtains and bedding in some bedrooms. Staff are to be commended for their achievement in creating a very pleasant and secure garden, accessible from the White Lodge unit. Improved provision has been made for residents that choose to smoke. A small cooker has been obtained so residents can participate in baking sessions. There is a new shower facility for residents. The Manager’s office has been improved and now has an area in which private meetings and reviews can be held. Pilgrims View DS0000024077.V367341.R01.S.doc Version 5.2 Page 7 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. Pilgrims View DS0000024077.V367341.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 Pilgrims View DS0000024077.V367341.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, 4, 5 and 6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents can be confident that they are appropriately placed due to good preadmission assessments and benefit from being able to visit the home prior to admission. EVIDENCE: A survey form completed by a relative included the comment: • “She has been treated with the utmost respect and was made to feel very welcome from the start”. Pilgrims View DS0000024077.V367341.R01.S.doc Version 5.2 Page 10 The Manager described how a pre-admission assessment is made of each prospective resident to ensure the home can meet his or her needs. Records show that prospective residents, their families, advocates, and relevant health care professionals are involved in the assessment process. Specialist advice is sought from external sources where required. Residents and their relatives said they had been able to visit Pilgrims View and have lunch there before making a decision to move in. Two relatives who were visiting said staff are very helpful in assisting new residents to settle in. A survey form completed by a resident included the comment: • “I have settled in here quite easily”. Intermediate care is not offered at Pilgrims View. Pilgrims View DS0000024077.V367341.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. Residents’ care and health needs are well met in a dignified and appropriate manner. An improvement to care plan records would better evidence how they are met. EVIDENCE: The judgment for this outcome group has taken into account the quality of life for the residents. The judgement also includes assessment of the level of knowledge and understanding displayed by staff when providing both personal and health care. Comments made by residents and visitors and observation during the day of the site visit indicates the standard of care provided is good. Residents and their visitors say that staff know and understand peoples’ individual needs and support is provided with warmth and good humour. Pilgrims View DS0000024077.V367341.R01.S.doc Version 5.2 Page 12 Staff are aware of far more information than is recorded in care plans. A lot of information is shared at handover. Three care plans were inspected in detail. Overall they are adequate and are accessible to staff. The care plans are person centred and contain good information about people’s social history to help staff provide sensitive support to people who live in the home. Residents can be confident that their preferences are known and that staff have a good understanding about the difficulties they face. The care staff spoken with have a good understanding of dementia and how it can affect people. Significant changes recorded on the daily monitoring sheets should always be recorded in the care plan to provided clear guidance to staff on how to meet changing needs to reduce the risk of this information being lost after a few days. Survey forms completed by relatives included the comments: • “They care for my mother well, always notify me on concerns, either medically or any other”. • “Even though they were minor matters (fortunately) Pilgrims View have always phoned me to discuss these, which I really appreciated”. The medicines room is clean and well maintained. The temperature of the area is being monitored and records show the temperature of the room is regularly exceeding 25 degrees C. The Manager is looking at the possible ways of address this to ensure the medicines are stored at the recommended temperature. Records show that all staff administering medications have been trained and signed off as being competent to do so. The Medication Record Administration Record (MAR) sheets inspected had been generally completed appropriately, although the Manager was reminded that hand written MAR sheets must be signed by the person completing them and countersigned by a second person checking their accuracy. The Manager undertook to do this immediately. Medicines were seen to be given in accordance with good practice guidelines. The home has a good working relationship with the specialist and local health care professionals. This greatly assists in supporting residents in their health care needs. Residents feel that staff are kind and gentle, this was confirmed by observation and discussion with visitors. Staff are considerate of the age and dignity of residents and treat them with courtesy. Pilgrims View DS0000024077.V367341.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 Residents can a fulfilling lifestyle with good outside links maintained and as much choice and control over all aspects of their lives as their individual abilities allow. Dietary needs of resident are well catered for with a balanced and varied selection of food that meets their tastes and choices. EVIDENCE: A survey form completed by a relative included the comment: • “I feel very comfortable when visiting my mother and am always met with a cheerful “Hello””. There is a great deal of flexibility in the way personal preferences are met. Residents can choose when they get up and when they go to bed. Past Pilgrims View DS0000024077.V367341.R01.S.doc Version 5.2 Page 14 histories and likes and dislikes are noted in the care plans and staff showed a good understanding of the importance of meeting individual needs. There is a key worker system. This means that individual staff members take responsibility for noting the choices and needs of residents assigned to them and helps staff to build closer relationships with individual residents. Two Activities Co-ordinators are employed, one works on 3 days per week and the other works on 4 days per week. Some residents say that they would like more to do and some relatives feel that there is room for improvement in respect of activities. Other relatives say that they couldn’t be happier with the activities on offer and the way the staff encourage residents to participate. From observation, staff engage residents in activities such as playing cards and dominoes very well and with good humour. A small number of staff need to remember to enable residents to participate as fully as they can rather than make decisions for them. The home currently shares the use of a minibus with a KCHT home in Chatham. Residents and staff clearly miss the opportunities and flexibility of outings they had recently enjoyed when they temporarily had sole use of the minibus for a short time. Only one staff member is qualified to drive the bus. Family and friends feel welcome and know they can visit at any reasonable time. During the inspection a number of visitors were seen in the home and the visitors book records regular visits by families, friends and others. The design of the Pilgrims View provides seating areas within the communal areas where residents can entertain their visitors, in addition to the privacy of their own room. The home encourages individuals and groups from the community to visit. There is a visitor who regularly has lunch at the home. Meal times are set for practical reasons but can be flexible to accommodate activities when necessary. The menu is varied, balanced and nutritious. It includes choices familiar to residents and a variety of dishes that encourage residents to try new and sometimes unfamiliar food. Food is served to meet the needs of all residents including those who have swallowing or chewing difficulty. Staff give assistance to those residents who need help to eat, in a discrete and sensitive manner. Mealtimes are relaxed, staff are patient and helpful, and allow residents the time they need to finish their meal comfortably. Pilgrims View DS0000024077.V367341.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. Residents and their relatives know their complaints are listened to and acted on. There are systems to protect residents from abuse. EVIDENCE: The complaints procedure is readily available to residents and their relatives. They said they feel confident that they would be listened to and any necessary action would be taken. A visitor said: • “The staff are always happy to listen and do what they can to help”. The home keeps a record is of all complaints received by them. The Annual Quality Assurance Assessment form indicates there has been four formal complains received by the home in the last 12 months. These were dealt with within a good timeframe and not upheld. The Commission has not received any complaints about the home in that time. The Manager confirmed that people living in the home are protected from abuse and that satisfactory checks had been carried out on all staff via the Pilgrims View DS0000024077.V367341.R01.S.doc Version 5.2 Page 16 Criminal Records Bureau and POVA. The staff induction and NVQ training have elements of adult protection training and there has been POVA training for staff. Those spoken with have a sound understanding of adult abuse and protection procedures. The Manager stated any allegation of abuse would be referred to the concerned agencies without delay. Since the last inspection there has been one Safeguarding Adults alert. The home has a system in place, which aims to protect the financial interests of residents and holds small amounts of cash on their behalf. This is kept securely. Transaction records are maintained and receipts are kept for purchases made on residents’ behalf. Cash checked tallied with accounts seen. The Manager said that no one within the organisation is an appointee for any resident. Pilgrims View DS0000024077.V367341.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, 20, 21, 22, 23 and 26 Quality on this outcome area is good. This judgement has been made using available evidence including a visit to the service. Residents live in a clean, comfortable and homely environment. EVIDENCE: Pilgrims View is a purpose built single storey residential home, arranged in four wings. The parts of the home seen were commendably clean and free from unpleasant odours. Some areas have been redecorated and refurbished since the last inspection, for example there is new dining and lounge furniture and new Pilgrims View DS0000024077.V367341.R01.S.doc Version 5.2 Page 18 curtains and bedding in some bedrooms. The sluice rooms are due to refurbished to provide better facilities to promote infection control. Staff are to be commended for their achievement in creating a very pleasant and secure garden, accessible from the White Lodge unit, in which residents can wander. One of the many delights of the garden is a large mural commissioned from a local school. Residents cannot use the front garden without constant staff supervision as it is not secure. For the same reason, the external doors on the Chestnut unit cannot be left open in hot weather. Staff say the bathing and toileting facilities are adequate for residents’ needs. A new shower has been installed since the last inspection. There are thirty-five single and four shared bedrooms. The use of the rooms for shared occupancy should be reviewed in view of the mental and physical frailty of the residents and their associated behaviours and care needs. Those who share bedrooms are not always able to make a positive choice to share with full understanding of the implications. All the bedrooms are equipped with call alarms and TV aerial points. Pilgrims View DS0000024077.V367341.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. Recruitment processes are robust and offer protection to people living at the Home. Training is available to the staff so they have the skills to meet the needs of the residents. EVIDENCE: Resident’s and their relatives speak very highly of the staff Survey forms completed by relatives included the comments: • “I feel the care home cares for the residents with warmth and compassion. Not just the carers but the domestic staff”. • “Staff are highly trained and dedicated”. • “I feel the staff are very sympathetic and understanding”. Records seen indicate that robust recruitment procedures are used and the home directly employs only staff that have been properly vetted. The Manager is making progress in getting the agencies to provide evidence of the training undertaken by the staff they provide. Pilgrims View DS0000024077.V367341.R01.S.doc Version 5.2 Page 20 Staff are required to undertake an induction programme. There is also an induction programme for agency staff to complete on their first shift at the home. Each staff member has a “staff training analysis sheet” to record training courses they have attended and a training matrix is used to give a management overview of staff training needs. There are good training opportunities. All care staff complete a basic dementia training course which is followed up by additional training including the opportunity to undertake a 12 week college course on dementia. Ancillary staff are also encouraged to undertake training in dementia awareness as well as the management of challenging behaviour. The staff rosters seen indicate staffing levels are geared to peak times of activity. Feedback from some relatives indicates they think staff are “stretched” at times. Pilgrims View DS0000024077.V367341.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, 37 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 benefits from a management team that is experienced, accessible and supportive. EVIDENCE: The Manager has been in post since November 2007. Application for her registration as Manager has been submitted. She has extensive experience in residential care, having worked in a senior capacity at other homes. The Manager has the NVQ level 4 in Care, a City & Guilds in Management and is Pilgrims View DS0000024077.V367341.R01.S.doc Version 5.2 Page 22 currently undertaking the Registered Managers Award and a foundation degree in dementia care. There is a sound system of holding and recording service users’ cash, which is checked by the Trust as part of their audit process. The home is regularly audited by the Trust and residents and their representatives or relatives are asked for their views. Records seen are kept in a manner that preserve confidentiality. There are arrangements to ensure all staff receive the supervision necessary to ensure good standards of care practice and those spoken with have a sound understanding of emergency procedures. The standard of cleanliness in the kitchen and surrounding area is satisfactory. In September 2007, the kitchen was awarded 3 Stars “Good” by the Tonbridge and Malling Borough Council. There are records of fire systems checks and fire drills/training. The Manager believes all records of maintenance and safety checks are up to date. These were not inspected on this occasion. Pilgrims View DS0000024077.V367341.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 3 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 2 3 3 3 2 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 X 3 3 Pilgrims View DS0000024077.V367341.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 It is strongly recommended the Manager proceeds with the intended improvements to care plan recording. The records should give clear evidence of: How care and support needs are to be provided. How they have been met. Give a true evaluation of activities of daily living including how these link to care plan issues. Significant changes recorded on the daily monitoring sheets should always be recorded in the care plan to provided clear guidance to staff on how to meet changing needs to reduce the risk of this information being lost after a few days. Responsive risk assessments that clearly state the manner in which the risk is to be reduced or removed. It is recommended the home has more regular access to a DS0000024077.V367341.R01.S.doc Version 5.2 Page 25 2. OP12 Pilgrims View 3. OP19 minibus and qualified drivers to enable greater flexibility in having outings It is recommended the front garden be made secure so residents can use it freely and safely. Pilgrims View DS0000024077.V367341.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Maidstone Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Pilgrims View DS0000024077.V367341.R01.S.doc Version 5.2 Page 27 - 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. 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