Please wait

Care Home: Primrose Hill

  • Primrose Hill Westwood Way Boston Spa Near Wetherby LS23 6DX
  • Tel: 01937844635
  • Fax: 01937844635
  • Planned feature Advertise here!

Primrose Hill Care Home is situated in the rural village of Boston Spa, near Wetherby. The home is operated by Leeds City Council and is registered to provide care for 32 residents. There is a bus stop close to the home and buses run every half hour into Leeds city centre. There are houses and schools close to the home. Accommodation at the home is on two floors in single rooms. The main dining room is on the ground floor, with a smaller one on the first floor. There are a number of lounges offering comfortable areas for the residents to sit. The bathrooms and toilets are located throughout the home convenient to the communal rooms and bedrooms. The local shops, public houses and churches are all within walking distance of the home. Car parking is limited due to other services operating from adjacent buildings.

  • Latitude: 53.903999328613
    Longitude: -1.3530000448227
  • Manager: Mrs Susan Frances Renshaw
  • Price p/w: -
  • UK
  • Total Capacity: 33
  • Type: Care home only
  • Provider: Leeds City Council Department of Social Services
  • Ownership: Local Authority
  • Care Home ID: 12533
Residents Needs:
Old age, not falling within any other category

Latest Inspection

This is the latest available inspection report for this service, carried out on 18th September 2008. CSCI found this care home to be providing an Good service.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

For extracts, read the latest CQC inspection for Primrose Hill.

What the care home does well People are provided with good information about the service. Evidence was seen to show they are enabled to visit the home to look around and chat to staff prior to taking up a place. This helps prospective residents to make an informed choice about whether they want to take a place at the home People are provided with a good standard of care planning and risk assessment. The staff communicate very well with all people living in the home. The staff have a good awareness about safeguarding vulnerable people. They are aware of what procedures to follow if an incident is identified. This helps minimise the risk of harm occurring to people living in the home. The manager has ensured there is now a rolling programme of refurbishment and specific monies are set aside to assist the process. Staff are now recruited and trained to a good standard. This means people who use the service will receive a more consistent care package. What has improved since the last inspection? Toilets and bathrooms have been fully refurbished so that they meet the needs of disabled people as well as people who are more independent. Scrap books are being used for people with dementia either to put photographs in or items of interest cut from magazines. Fire drills are now carrrried out correctly. What the care home could do better: People living in the home should be better informed about the complaints process and how to raise a concern or complaint within the home. New residents must be assessed prior to moving into the home. This will ensure the home is able to meet that individual`s care needs. People must be risk assessed in areas such as falls and moving and handling. This will ensure risks will be clearly identified and a plan of care can be developed to manage those risks. All incidents must be assessed using the internal safeguarding policy. All incidents that are clearly safeguarding matters must be reported to the appropriate professionals. This will help protect the people living in the home. CARE HOMES FOR OLDER PEOPLE Primrose Hill Primrose Hill Westwood Way Boston Spa Near Wetherby LS23 6DX Lead Inspector Sean Cassidy Key Unannounced Inspection 18 September 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 Primrose Hill DS0000033265.V368113.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. Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Primrose Hill Address Primrose Hill Westwood Way Boston Spa Near Wetherby LS23 6DX 01937 844635 01937 844635 sue.renshaw@leeds.gov.uk 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) Leeds City Council Department of Social Services Mrs Susan Frances Renshaw Care Home 32 Category(ies) of Learning disability over 65 years of age (2), Old registration, with number age, not falling within any other category (32) of places Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. The two places LD(E) are specifically for the services users named in the variation application dated 10 July 2004 To admit a service user in the category of MD(E) named in variation dated 20th September 2006 29th August 2006 Date of last inspection Brief Description of the Service: Primrose Hill Care Home is situated in the rural village of Boston Spa, near Wetherby. The home is operated by Leeds City Council and is registered to provide care for 32 residents. There is a bus stop close to the home and buses run every half hour into Leeds city centre. There are houses and schools close to the home. Accommodation at the home is on two floors in single rooms. The main dining room is on the ground floor, with a smaller one on the first floor. There are a number of lounges offering comfortable areas for the residents to sit. The bathrooms and toilets are located throughout the home convenient to the communal rooms and bedrooms. The local shops, public houses and churches are all within walking distance of the home. Car parking is limited due to other services operating from adjacent buildings. Primrose Hill DS0000033265.V368113.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. The accumulated evidence in this report has included: • • • A review of the information held on the home’s file since the last inspection. Information obtained from residents, relatives, staff and other health care professionals. Information received from the Annual Quality Assurance Assessment document provided by the manager. One inspector conducted an unannounced visit to the home, which lasted one day. The majority of this time was spent looking at documentation, speaking to residents, management, staff and relatives. A number of documents were looked at during the visit and parts of the environment used by the people living there were also looked at. A proportion of time was spent speaking to the manager, the deputy manager, staff and visitors. The information required from the service in the form of the Annual Quality Assurance Assessment was obtained before this report was written. The manager was provided with feedback at the end of the inspection. The weekly fees charged at the time of inspection were £77.15 per week for respite care and between £497.30 and £612 per week for permanent residents. What the service does well: People are provided with good information about the service. Evidence was seen to show they are enabled to visit the home to look around and chat to staff prior to taking up a place. This helps prospective residents to make an informed choice about whether they want to take a place at the home People are provided with a good standard of care planning and risk assessment. Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 6 The staff communicate very well with all people living in the home. The staff have a good awareness about safeguarding vulnerable people. They are aware of what procedures to follow if an incident is identified. This helps minimise the risk of harm occurring to people living in the home. The manager has ensured there is now a rolling programme of refurbishment and specific monies are set aside to assist the process. Staff are now recruited and trained to a good standard. This means people who use the service will receive a more consistent care package. 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. Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 7 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 Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 8 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 and 3 People who use the service experience good quality outcomes in this area. People are provided with enough information needed to make the choice about moving into the home. Not all prospective residents are fully assessed prior to moving into the home. This means the manager and staff could not be assured they can meet the needs of the people requiring the care package. We have made this judgment using a range of evidence, including a visit to the service. EVIDENCE: Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 9 The home has a Statement of Purpose (SOP) and a Service User Guide (SUG) that is provided to all new residents and their families. This was confirmed by speaking to the two relatives and people who live in the home. They said, “I think we were given sufficient information about making our choice about the home.” “ They did provide me with information that told me all about the place.” The Annual Quality Assurance Assessment (AQAA) provided by the manager stated prospective residents are assessed prior to admission and that preadmission visits are offered whenever possible. Overnight stays are also offered. I looked at the care files of three people recently admitted to the home. One was an emergency admission. Two files showed assessment documentation had been obtained. However, one file did not show evidence that a pre assessment had taken place prior to admission. The manager said the pre-assessment visit to that person did take place but her assessment was not recorded. This means that without the evidence that pre-assessment took place the home could not be assured that this person’s needs could be met before moving in. Licence agreements are provided for all service users and these are reviewed at the six monthly reviews. Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9, and 10 People who use the service experience good quality outcomes in this area. The health and personal care needs of the people living in the home are well met. We have made this judgment using a range of evidence, including a visit to the service. EVIDENCE: The care documentation for three people was looked at. The care plans for each individual were well developed and person centred in their approach. They included good detail for the carer who provided the care package. They also highlighted what the individual could do for himself or herself. This is good practice. The care plans showed clear evidence that other healthcare professionals in the community such as general practitioners, district nurses, dieticians and Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 11 occupational therapists support people with their care packages. A visiting district nurse spoke very highly of the staff group working in the home. He said they worked very closely together as a team and communication between the home and other professionals was very good. He said that he had seen how the care provided in the home had benefited those people living there. He said, “The care provided within the home is fantastic. The staff are very able to provide for the care needs and they are very aware of their limitations. They are a confident well trained group of staff and they are very responsive to the health needs of the people who live here.” The home is now closely following ‘end of life care pathways’ that they have signed up to. Staff have been trained in this area and this was confirmed through looking at training records and speaking to staff. Evidence was seen in the files that risk assessment of residents in areas such as nutrition, falls, moving and handling and pressure area care does take place and is reviewed regularly. Weights are recorded when the person arrives at the home and then regularly thereafter. However, evidence was seen in care documentation that showed two people did not have a falls risk assessment. One of these had sustained an injury after a fall two weeks previously but a falls risk assessment had still not been completed. The absence of risk assessments means people are placed at risk of possible harm. People spoken to spoke very highly about the way they had managed their care. They said, “ I couldn’t ask the staff to do anymore for me. This is a great home.” “ The staff are very attentive. I get up when I want and go to bed when I want. It’s my decision.” Relatives spoken to also said the staff provided good standard of care. People said the staff respected their privacy and dignity at all times. This was confirmed through observation of the staff carrying out their normal duty. They were seen to be helpful and kind. People looked very clean and tidy. Their hair was well cared for and clothes appeared well laundered. The home has robust policies and procedures around medication ordering and administration. Policies around the storing of and administration of controlled drugs are also in place. A random sample of the medication administration records (MAR) showed that there was a good standard of drug administration in the home. One drug error was identified and highlighted to the manager. This related to antibiotics in the drug box not tallying with the MAR charts. The manager took this on board and gave assurances that the matter would be given high priority. Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 and 15. People who use the service experience good quality outcomes in this area. People living in the home are provided with a variety of activities to suit their needs. The standard off food provided by the home is good. We have made this judgment using a range of evidence, including a visit to the service. EVIDENCE: The care records contained evidence that people’s hobbies and interests are assessed when they arrive at the home. The daily records showed some evidence that people are involved in structured activities provided by the home. There were a couple of group activities provided on the day of the inspection. These appeared to be enjoyed by the people who joined in. The manager said that they do not have an activities person but all care staff performs the role. The home has large print library books. Regular bingo sessions are laid on. A company called Motivation and Co. used to visit the home once a month and do gentle exercises,quizzes and games. The manager Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 13 said this has just recently stopped due to funding issues. A senior member of staff said an activity corner was currently being developed and it was hoped that a more structured programme of activities would be provided when this was completed. Communion in-house is provided once a month for both Protestant and Catholic religions and the salvation army come in to the home every month to do a service. The manager and staff said links with the local community are encouraged and some residents are able to access local shops, pubs and restaurants. Evidence was found that this does happen. Many of the people spoken to said they chose to join in with leisure activities and these were never forced upon them. The home is currently fundraising to buy a suitable form of transport that can be used to provide more access to outside. People were quite negative about the lack of access to outdoor pursuits provided by the home. Advocacy services are well displayed around the home for anyone who wishes to use them. It was recommended that any information displayed around the home should be displayed at different levels so that people in wheelchairs could easily access if they needed. The care home has a new entrance that is very accessible for people who are disabled. The bathrooms and toilets have also been recently refurbished and have all the necessary equipment needed to ensure people with a physical disability are able to use the facilities. This is good practice. People spoken to said they were very satisfied with the food that was provided within the home. They said they had a wide and varied choice of menu and that they could have as much as they wanted. People said snacks are provided in between meals. This is good practice. One relative spoken to said that the staff had done really well with building up the weight of her mother in law from admission. “ We had big concerns about her weight loss. The staff should be commended on how they have helped improve her nutritional state.” The mealtime was observed and this appeared to be a very social occasion. The tables were very well presented and had many condiments. The people who needed assistance with eating their meals received it in a respectful manner. Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 17 and 18. People who use the service experience good quality outcomes in this area. People are assured the management team will investigate their complaints properly. People said they feel safe living in the home. However, improvement is needed with the safeguarding processes used by the home. We have made this judgment using a range of evidence, including a visit to the service. EVIDENCE: People spoken to said they were not aware of the complaints process or where to find it but they did say they would be comfortable with raising a complaint with the manager if they needed to. They said they were confident that the manager would investigate any complaint they had. The Complaints procedure is available at the entrance. There is a local authority complaints pamphlet in the SUG but it does not properly set out the complaint procedure that should be followed within the home. The lack of availability of the complaints procedure could lead to people being uninformed with regards to their rights in this area. Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 15 The complaints record was seen. One complaint had been made since the last inspection. The evidence seen showed this had been investigated following the correct process. Staff showed a good awareness of safeguarding vulnerable people. They knew exactly what to do in the event that a safeguarding issue was identified. They were aware that there was a policy and they knew how to access this document. They said they received regular training in this area. Two recorded incidents were seen which involved residents harming one and other. These were discussed with the manager and it was agreed that they should be referred to the safeguarding team for advice. This was followed up after the inspection and confirmation was given that this had been done. Primrose Hill DS0000033265.V368113.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 and 26. People who use the service experience good quality outcomes in this area. People in the home are happy with the environment and the way the home is laid out. The standard of cleanliness was good. We have made this judgment using a range of evidence, including a visit to the service. EVIDENCE: Many of the residents’ rooms were individually decorated and personalised with small articles of furniture brought with them from home when they were admitted. The home was very clean and tidy and with no hazards identified. Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 17 The communal areas are very homely looking and comfortable with chairs of varying heights, footstools and occasional tables. Some residents have their own private telephones and there is a payphone for them to use. Help is available for those residents unfamiliar with using the telephone, or are unable to. There is a good standard of equipment in toilets and bathrooms to assist people who have disabilities. People said they were very happy with the standard of cleanliness in the home. They said, “The staff work very hard to keep the home in the condition its in.” “They are always cleaning around the place to ensure it’s always in a good shape.” Primrose Hill DS0000033265.V368113.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 and 30. People who use the service experience good quality outcomes in this area. People receive care from a well-trained and supervised staff group. All new carers are properly checked before they are employed by the home. This minimises the risk of harm to those people living in the home. We have made this judgment using a range of evidence, including a visit to the service. EVIDENCE: The two most recent staff files showed evidence that there is a good induction programme and a period of secondment provided before staff are able to work independently. The recruitment documentation of the two most recent care staff employed by the home was looked at. The files contained all the required information needed prior to a carer commencing work with vulnerable people. There is also a clear recruitment policy and procedure to assist the process. I saw evidence to show a good standard of training is provided. Chatting to staff and the people who live in the home reflected this. People said they were Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 19 confident in the staff group. The staff showed good awareness of the care needs of the people who live in the home. The staff appeared to work very well as a team. The staff spoke highly about their working environment. They said, “ I actually look forward to coming to work.” “The best thing I have done was to come and work here.” Primrose Hill DS0000033265.V368113.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 and 38. People who use the service experience good quality outcomes in this area. The management systems and processes used by the manager help to ensure that the home is managed in the best interest of the people who live there. We have made this judgment using a range of evidence, including a visit to the service. EVIDENCE: Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 21 All people spoken to on the day of the inspection were aware of who the manager was. They gave positive responses about the work she has carried out during the last year. They said, “ She is very approachable. She listens to what you have to say and actually does something about it if it is beneficial to the home.” “ We can approach her at any time with any concerns we might have. We know everything will be treated with the strictest confidence.” Residents’ finances were checked and found to be in order and managed appropriately. Staff spoken to said they were receiving formal supervision. This was evidenced during the inspection. The home was seen to be safe and with no health and safety issues identified. Evidence was seen to show health and safety of the home is monitored regularly. Fire training and drills regularly take place. The environment of the home is also assessed regularly. The accident book is regularly audited and this was evidenced on the day. Primrose Hill DS0000033265.V368113.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 x x N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 2 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 x x 3 Primrose Hill DS0000033265.V368113.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 OP3 Regulation 14(1) Requirement New residents must be assessed prior to moving into the home. This will ensure the home is able to meet that individual’s care needs. People must be risk assessed in areas such as falls and moving and handling. This will ensure risks will be clearly identified and a plan of care can be developed to manage those risks. All incidents must be assessed using the internal safeguarding policy. All incidents that are clearly safeguarding matters must be reported to the appropriate professionals. This will help protect the people living in the home. Timescale for action 30/11/08 2 OP7 14(2) 30/11/08 3 OP18 12(1)(a) 30/11/08 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 24 No. 1 Refer to Standard OP18 Good Practice Recommendations People should be provided with a clear and up to date complaints procedure. This will help make people fully aware of their rights in relation to this area. Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection North Eastern Region St Nicholas Building St Nicholas Street Newcastle Upon Tyne NE1 1NB National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Primrose Hill DS0000033265.V368113.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!

The Provider has not yet updated their profile and added details of the services and facilities they offer. If you are the provider and would like to do this, please click the "Do you run this home" button under the Description tab.

The Provider has not yet updated their profile and added details of the services and facilities they offer. If you are the provider and would like to do this, please click the "Do you run this home" button under the Description tab.

Promote this care home

Click here for links and widgets to increase enquiries and referrals for this care home.

  • Widgets to embed inspection reports into your website
  • Formated links to this care home profile
  • Links to the latest inspection report
  • Widget to add iPaper version of SoP to your website