Care Home: Pinewood Manor Residential Retreat

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What the care home does well Residents in the home told the inspectors how happy they were. from letters and cards confirmed this view. EvidenceThe service involves residents in the activities and planning within the home, an example of this was a lunch fete for the bank holiday which families of residents attended. The money raised from this event is to be used to buy a fish tank, as the residents had asked previously for a pet. There is evidence to show that if residents are unhappy or would like something changed the staff respond to their needs. For example one resident had asked for a mattress to be changed, and this was done that day. Staff appeared happy and appeared to feel supported by the Registered Manager. What has improved since the last inspection? The Registered Manager has reviewed the Statement of Purpose and it now includes the relevant information, including advocacy details, age concern counsel and care or the elderly. 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. Comprehensive risk assessments are in place. All staff have now received Adult Protection training and the service has a copy of the relevant guidelines in place. 75% of staff are trained to NVQ level 2 or above. The service has obtained the Skill for Care Specification induction package. Regulation 26 visits are carried out monthly by the Registered Provider, and action plans are compiled by the Registered Manager. The Registered Manager has formal recorded supervision which is carried out by the Registered Provider. The Service now benefits from a Manager who is registered by the CSCI and who has reviewed all the Policies and Procedures in the service. CARE HOMES FOR OLDER PEOPLE Pinewood Manor Residential Retreat Old Lane St Johns Crowborough East Sussex TN6 1QR Lead Inspector Alexis Reilly Unannounced Inspection 11th June 2008 08:30 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 Pinewood Manor Residential Retreat DS0000060719.V365466.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. Pinewood Manor Residential Retreat DS0000060719.V365466.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Pinewood Manor Residential Retreat Address Old Lane St Johns Crowborough East Sussex TN6 1QR 01892 653005 01892 653005 manager@ampersandcare.com 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) Ampersand Care Ltd Mr Shaffick Gobindram Care Home 30 Category(ies) of Old age, not falling within any other category registration, with number (0), Physical disability over 65 years of age (0) of places Pinewood Manor Residential Retreat DS0000060719.V365466.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 with nursing - (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 (OP). Physical disability (PD) over 65 years of age - maximum number of places 15. The maximum number of service users to be accommodated is 30. 2. Date of last inspection 2nd October 2007 Brief Description of the Service: Pinewood Manor Residential Retreat is a large, privately owned care home registered to provide care and accommodation for 30 older people. The current owners registered the home in June 2004. The detached property is set in its own mature gardens that overlook Ashdown Forest. Service users accommodation is situated on two floors with a shaft lift and two staircases providing access to the first floor. The home was extended in 1997 to provide additional ground floor accommodation and lounge. There is level access to the grounds. The home is about one mile from the amenities of Crowborough town centre, which is accessible by taxi. The nearest train station is at Jervis Brook, which is approximately 2 miles away. Train services provide links to Tonbridge, Tunbridge Wells and London. The bus services provide links to Brighton and local towns of Uckfield and Tunbridge Wells as well the local villages. A copy of the Commission for Social Care Inspection report can be found in the entrance hall at Pinewood Manor. The fees range from £325 - £800 per week. The cost of ‘in house’ activities are included in the fees and additional charges are made for hairdressing and outings the cost of which varies. Pinewood Manor Residential Retreat DS0000060719.V365466.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. This was an Unannounced key Inspection, which included a visit to the home which took place between 9.30am and 2pm on the 11th June 2008, the inspection was carried out by two Regulation Inspectors. The second Regulation Inspector attended until approximately 11.30am and concentrated on assessing the nursing needs of the residents placed. This inspection focused on assessing whether the home was building upon adequate outcomes, in order to improve quality of life for the residents placed in the home and meet their individual needs. During this inspection the inspectors examined care records for three residents on the residential side of the home and two care records of residents on the nursing side of the home. The following documents were also examined; the homes statement of purpose, Adult Protection guidelines, the staffing rotas, staff recruitment files for two new staff members, supervision records of the Registered Manager, risk assessments, the activities schedule, residents individual activities folders, residents meeting minutes, the accident book and medication records. A full environmental tour was also carried out. The inspectors spoke with two residents individually and six residents during dinner others were seen in the home. The inspector spoke with the Registered Manager, the Deputy Manager the activities organizer and the cook. The inspector has also include comments taken from a selection of thank you letters and cards seen in the home, and a further letter which was sent directly to the Commission for Social Care Inspection. The home sent back to the CSCI a completed Annual Quality Assurance Assessment before the visit which informed this inspection, this document was comprehensively filled in. Of eight-outcome areas all are judged to be good. Pinewood Manor Residential Retreat DS0000060719.V365466.R01.S.doc Version 5.2 Page 6 What the service does well: Residents in the home told the inspectors how happy they were. from letters and cards confirmed this view. Evidence The service involves residents in the activities and planning within the home, an example of this was a lunch fete for the bank holiday which families of residents attended. The money raised from this event is to be used to buy a fish tank, as the residents had asked previously for a pet. There is evidence to show that if residents are unhappy or would like something changed the staff respond to their needs. For example one resident had asked for a mattress to be changed, and this was done that day. Staff appeared happy and appeared to feel supported by the Registered Manager. What has improved since the last inspection? What they could do better: The Registered Manager must ensure he confirms in writing to all residents their needs can be met within the service. Pinewood Manor Residential Retreat DS0000060719.V365466.R01.S.doc Version 5.2 Page 7 Residents would benefit from short term care plans to address particular needs and situations. For example one resident had a sore eye, if a short term care plan was used this would ensure the residents issue is dealt with in the correct way and demonstrates good practice. One of the residents spoke to the inspector and stated ‘not happy at all at night they don’t come round when they say they do’ I’m strong and I put up with it’. The Registered Manager must ensure that he investigates this comment and takes any necessary action. The Registered Manager has informed the inspector the key pad on the front door no longer works, therefore the Registered Manager should ensure it is removed. Staff would benefit from some additional training sessions to be run on mental illness, so they have an understanding of all the needs of the residents placed within the home. 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. Pinewood Manor Residential Retreat DS0000060719.V365466.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 Pinewood Manor Residential Retreat DS0000060719.V365466.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): 1, 3 & 6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use this service experience good outcomes in this area. Prospective residents are appropriately admitted to the home and are provided with information they need in order for them to make an informed decision about whether to reside there. The homes’ statement of purpose is now complete and regularly reviewed, and contains information about advocacy services, age concern, counsel and care of the elderly. All residents have a signed contract in place. EVIDENCE: The Registered Manager has reviewed the Statement of Purpose and it now includes the relevant information, including advocacy details, age concern counsel and care or the elderly. This is up to date and reviewed regularly. Pinewood Manor Residential Retreat DS0000060719.V365466.R01.S.doc Version 5.2 Page 10 The home provides a statement of purpose that is specific to the individual home and the resident group they care for. There is a colour leaflet which includes photographs. Prospective residents are given the opportunity to spend time in the home, and staff make sure residents have the information available to allow them to make an informed choice about living in the home. Residents are provided with a contract. This sets out in detail what is included in the fee, the role of the home and the rights of the individual. This is clear, jargon free, easy to understand and gives a very clear understanding of what residents can expect. The manager actively promotes opportunity for discussion and regular residents meetings are held as well as residents views being sought individually. Pinewood Manor Residential Retreat DS0000060719.V365466.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 & 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use this service experience good outcomes in this area. Care plans are comprehensive, regularly reviewed and have risk assessments in place. However the service would benefit from short term care plans to address particular issues such as a residents’ sore eye, and realistic goals around continence. EVIDENCE: The service involves individuals in the planning of care which affects their lifestyle and quality of life. Staff understand the importance of residents being supported to take control of their own lives. Individuals are encouraged to make their own decisions and choices. Pinewood Manor Residential Retreat DS0000060719.V365466.R01.S.doc Version 5.2 Page 12 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. A key worker system allows staff to work on a one-to-one basis and contribute to the care plan for the individual. This is also done via the Activities coordinator who will record information about a residents history so a comprehensive picture can be built up. Residents have risk assessments in place. Care plans and risk assessments are up to date. However residents would benefit from short term care plans to address particular needs and situations. For example one resident had a sore eye, if a short term care plan was used this would ensure the residents issue is dealt with in the correct way and demonstrates good practice, and realistic individual goals with regard to continence management. There are procedures to ensure that people using the service are informed of their rights and can access advocacy services for support. The home ensures that residents and their families are consulted regularly to gather information about their satisfaction with the home. Personal support is responsive to the varied and individual needs and preferences. The delivery of personal care is individual and is flexible, consistent, reliable, and person centred. Staff respect privacy and dignity and are sensitive to changing needs. Comments received from one resident in relation to the delivery of personal care, were ‘yes staff are very respectful and kind when they give personal care’. A selection of comments recorded from cards and letters highlight this ‘Thank you for the care and help at all times’. ‘Thank you to Nick for lunch and picking me up from the bus stop’. ‘Thank you from my husband and myself, for the care and attention to our mother in law’. ‘Staff were fantastic showed a very warm and welcoming environment, a real caring and respectful manner towards my ill relative’, ‘Carers showed respect and dignity’. Pinewood Manor Residential Retreat DS0000060719.V365466.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 & 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use this service experience good outcomes in this area. The home provides suitable entertainment and activities. The food provided is of good quality, varied and wholesome. EVIDENCE: Relatives’ involvement in the home is actively encouraged, and Relatives meetings are due to commence within the service. During the inspection the residents in the morning were watching the sound of music on a large TV in one of the sitting rooms, and in the afternoon a music and movement session was due to commence. Residents appeared happy and relaxed, engaging in appropriate activities. Pinewood Manor Residential Retreat DS0000060719.V365466.R01.S.doc Version 5.2 Page 14 The service has an activities calendar in place which shows the following activities; Monday am music and movement pm one to one sessions with the activities organiser, Tuesday hairdressing visit, pm bingo, Wednesday enna the pat dog, pm skittles and games, Thursday music with norma or quiz / games, pm bingo, Friday gardening pm film/ puzzles. In addition to this the inspector observed the activities organiser asking residents in the afternoon if they would like to be involved in a trip to the local café for tea. The inspector saw evidence of residents meeting minutes where activities were discussed and suggestions asked for. The last Residents minutes in the file were dated 29th May 2008, attended by 10 residents, on the agenda was the spring party, activities, what’s going on in June. Suggestions made by residents were for a reading session. Other comments made were, some of the residents did not like bingo and would rather play board games, a cream tea afternoon is due to be arranged when the weather is better. Also listed is the years annual sporting events and birthdays, with suggestions of a Wimbledon afternoon on 23rd June. Residents are given a menu in their rooms at the beginning of the week and they can choose what they want for their meals. The food store cupboards were examined and were all well stocked. There was a good variety of fresh and frozen vegetables and meat in addition to dairy products, tinned and dried foods. Care staff are sensitive to the needs of those residents who find it difficult to eat or take longer then others, being aware who they set particular residents next to at dinner time. The Regulation Inspector spoke with six residents during lunch all stated they were very happy in the home. Comments received were ‘lovely staff’, ‘staff are wonderful’, ‘Staff are very good, food is good’. Only complaint was one of the residents stated they were not used to eating such a large meal early in the day. Through discussions with residents and staff and the examination of daily records and care plans it is evident that the home provides residents’ the opportunity to participate in group and individual activities. Pinewood Manor Residential Retreat DS0000060719.V365466.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): 16,17 & 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 this service experience good outcomes in this area. The home records and responds to complaints appropriately. The homes policies and procedures protect the residents from potential abuse. EVIDENCE: All staff within the home have completed Adult Protection training and the service has a copy of the multi agency procedures in place. The Registered Manager has received one verbal complaint with regard to dead flowers in a residents room, which will he will address and discuss at the next staff meeting. The other complaint was about a poor TV signal in the new wing, this has been corrected. The home has an open culture that allows residents to express their views and concerns in a safe and understanding environment. Residents and others involved with the service say that they are happy with the service provided, feel safe and well supported. Pinewood Manor Residential Retreat DS0000060719.V365466.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19, & 26. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use this service experience good outcomes in this area. The home is well maintained, bright, clean and homely. EVIDENCE: The building is well maintained bright clean and homely. The gardens are large and well stocked, the building has two lounges, one lounge is used for activities which go on during the day, and one lounge is used for residents who Pinewood Manor Residential Retreat DS0000060719.V365466.R01.S.doc Version 5.2 Page 17 would like to enjoy a quiet moment reading the papers, doing cross words or puzzles in a quiet environment away from their room. The service employ’s a maintenance person who works 9am to 5 pm five days each week and is on call at the weekends. At the moment they are concentrating on the garden. They also carry out all the fire alarm checks and health and safety checks within the home. The home provides a physical environment that is appropriate to the specific needs of the people who live there. The well-maintained environment provides specialist aids and equipment to meet their needs. The home is very pleasant and residents are encouraged to personalise their bedrooms. All the home’s fixtures and fittings meet the needs of individuals and can be changed if their needs change. Pinewood Manor Residential Retreat DS0000060719.V365466.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29 & 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use this service experience good outcomes in this area. Staff meet the needs of the residents. Recruitment policies and procedures protect the residents placed, over 50 of staff are trained to NVQ level 2 or above EVIDENCE: The service has suitably qualified staff on duty in sufficient numbers to ensure the correct care is provided to the residents placed. On the morning of the inspection the Registered Manager was on duty and the Deputy Manager, whom oversees the care plans in the service. One Registered General Nurse and three careers where on duty plus the activities organiser. In addition to this a further staff member is employed for 20 hours a week to deal with anything that is needed outside the home such as letters posted. A staff member is employed to do the laundry and the housekeeping and get the rooms ready with fresh flowers prior to people moving in, they also iron and labels peoples clothes, and iron the linen and table clothes. The cook works from 7am – 2pm, and the kitchen assistant is employed from 7am – 7pm. Pinewood Manor Residential Retreat DS0000060719.V365466.R01.S.doc Version 5.2 Page 19 In the afternoon staff due on duty were the Registered Manager, one Registered General Nurse and three careers. The Registered Manager is also a Registered Mental Health Nurse. Staff receive the mandatory training and have carried out training in Adult Protection. One comment received from a staff member was ‘I have done more training in the last 2 months then I have in 7 years’. Pinewood Manor Residential Retreat DS0000060719.V365466.R01.S.doc Version 5.2 Page 20 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): 31,33,35,36,37 & 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use this service experience good outcomes in this area. The Registered Manger operates a well run and maintained home, staff are well supervised and in sufficient numbers, residents benefit from activities in the home and a happy staff group. EVIDENCE: The manager has the required qualifications and experience and is competent to run the home. There is also a focus on person centred thinking, with residents shaping service delivery. There is a strong ethos of being open and transparent in all areas of running of the home. The manager is aware of Pinewood Manor Residential Retreat DS0000060719.V365466.R01.S.doc Version 5.2 Page 21 current developments and has made sure he has updated himself with the information available on the Commissions intranet site, assessing and planning the service accordingly. The AQAA submitted contained clear, information. The manager promotes equal opportunities, has good people skills and understands the importance of person centred care and effective outcomes for people who use the service. People are supported to manage their own money where possible. Pinewood Manor Residential Retreat DS0000060719.V365466.R01.S.doc Version 5.2 Page 22 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 3 X 3 2 X 3 HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 3 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 3 3 3 Pinewood Manor Residential Retreat DS0000060719.V365466.R01.S.doc Version 5.2 Page 23 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 OP4 Regulation 14 (1)(d) Requirement The Registered Manager must ensure he confirms to all residents he can meet their needs within the service. Timescale for action 01/10/08 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 2 Refer to Standard OP7 OP19 Good Practice Recommendations Residents would benefit from short term care plans to address particular needs and situations. The key pad on the front door no longer works, therefore the Registered Manager should ensure it is removed. Staff would benefit from some additional training sessions to be run on mental illness, so they have an understanding of all the needs of the residents placed within the home. 3 OP30 Pinewood Manor Residential Retreat DS0000060719.V365466.R01.S.doc Version 5.2 Page 24 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 Pinewood Manor Residential Retreat DS0000060719.V365466.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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