Care Home: Stafford Manor Care Home

Similar services:

• Abbey The
• Snydale Care Home
• Hawkhills
• Larchfield Manor
• Beeches The - North Yorkshire County Council
• Staveley Birk Leas Nursing Home
• Carentan House

What the care home does well Holme Dene has a relaxed and warm and welcoming atmosphere, people living at the home and visiting relatives and friends confirmed this is always the case. There is a wide range of activities available for the people using the service to join in if they choose to do so. Holme Dene DS0000072605.V378363.R01.S.doc Version 5.2 It is clear that staff work as a team to meet the physical, personal and emotional needs of people who live at the home. People said that the staff are kind and attend to their needs promptly. The meals provided are of a very high standard. People said that the food is “very good”. The home is well managed and run in the best interests of the people who live there. People say that the manager is very approachable and listens to and acts on what people say. There are sufficient staff employed to meet the needs of the people living at the home. The staff are well trained and provide a high standard of care and attention to people. People living at the home and visiting relatives described the staff as “wonderful and caring”. There is a programme of National Vocational Qualification (NVQ) in care provided in the home. Over half of the care staff hold the award. This makes sure that the staff are qualified to care for the people living at the home. People’s care records are accurately completed and the care plans clearly show how people’s care needs are to be met. This makes sure that people received care in a consistent manner and in accordance with their preferences. To make sure that fire safety measures are in place the home is in the process of planning to have a sprinkler system installed in the home, this will protect people in the event of a fire in the home. What has improved since the last inspection? This is the first inspection of the home since it was taken over by Eldercare (Halifax) Limited. What the care home could do better: Holme DeneDS0000072605.V378363.R01.S.doc Version 5.2 The home continues to provide a good standard of care and attention to people living there, and are aware of any improvements they need to make to improve. No requirements or recommendations have been made as a result of this report. Key inspection report CARE HOMES FOR OLDER PEOPLE Holme Dene Stafford Avenue Manor Heath Halifax West Yorkshire HX3 0NR Lead Inspector Cheryl Stovin Key Unannounced Inspection 18th May 2009 10:00 DS0000072605.V378363.R01.S.do c Version 5.3 Page 1 This report is a review of the quality of outcomes that people experience in this care home. We believe high quality care should: • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care homes for older people can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop. The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Holme Dene DS0000072605.V378363.R01.S.doc Version 5.2 Page 2 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report Care Quality Commission General Public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Holme Dene DS0000072605.V378363.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Holme Dene Address Stafford Avenue Manor Heath Halifax West Yorkshire HX3 0NR 01422 347439 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) Eldercare (Halifax) Ltd Mrs Elizabeth Victoria Smith Care Home 25 Category(ies) of Old age, not falling within any other category registration, with number (24), Physical disability (1) of places Holme Dene DS0000072605.V378363.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only Care home only - Code PC To services users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Old age not falling within any other category - Code OP, maximum number of places 24 Physical Disability - Code PD, maximum number of places, 1 The maximum number of users who can be accommodated is: 25 2. Date of last inspection Brief Description of the Service: Holme Dene is a large Victorian house, which has been adapted for its current use. It is situated at the end of Stafford Avenue, adjacent to the main Halifax / Huddersfield Road. Manor Heath Park and some local shops are near by. The main Halifax shopping centre is only a short bus ride away. Holme Dene is a care home. It has the provision to accommodate twenty five older people. The building is well maintained, pleasantly decorated and comfortably furnished. There are car parking facilities to the front of the building and large well stocked gardens to the rear. There are two lounges and a dining room on the ground floor. The home has a no smoking policy. There are seventeen single bedrooms and four double rooms. Three of the double rooms have en suite toilet facilities. There are four bathrooms, two of which have assisted baths. There are also two separate toilets. There is a passenger lift, which serves all floors. The weekly charge made by the home is four hundred and two pounds 88 pence (May 2009). Holme Dene DS0000072605.V378363.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 two Stars. This means the people who use this service experience good quality outcomes. This report brings together evidence gathered during the Key Inspection of Holme Dene. This included a visit made to the home on 18th May 2009. The visit was undertaken by one person and a total of six hours were spent on the visit. During this visit we looked round the building looked at records and talked to people living at the home and to management and staff. This was the first inspection of Holme Dene since the home was taken over by Eldercare (Halifax) Limited. No additional visits have been made. The purpose of the inspection is to make sure that people receive the care and support they need and that they and their families are satisfied with the service. The home completed their Annual Quality Assurance Assessment which was returned promptly. This gave useful information about the facilities provided by the home and about the people who live and work there. We have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations, but only when it is considered that people who use services are not being put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken. What the service does well: Holme Dene has a relaxed and warm and welcoming atmosphere, people living at the home and visiting relatives and friends confirmed this is always the case. There is a wide range of activities available for the people using the service to join in if they choose to do so. Holme Dene DS0000072605.V378363.R01.S.doc Version 5.2 Page 6 It is clear that staff work as a team to meet the physical, personal and emotional needs of people who live at the home. People said that the staff are kind and attend to their needs promptly. The meals provided are of a very high standard. People said that the food is “very good”. The home is well managed and run in the best interests of the people who live there. People say that the manager is very approachable and listens to and acts on what people say. There are sufficient staff employed to meet the needs of the people living at the home. The staff are well trained and provide a high standard of care and attention to people. People living at the home and visiting relatives described the staff as “wonderful and caring”. There is a programme of National Vocational Qualification (NVQ) in care provided in the home. Over half of the care staff hold the award. This makes sure that the staff are qualified to care for the people living at the home. People’s care records are accurately completed and the care plans clearly show how people’s care needs are to be met. This makes sure that people received care in a consistent manner and in accordance with their preferences. To make sure that fire safety measures are in place the home is in the process of planning to have a sprinkler system installed in the home, this will protect people in the event of a fire in the home. What has improved since the last inspection? What they could do better: Holme Dene DS0000072605.V378363.R01.S.doc Version 5.2 Page 7 The home continues to provide a good standard of care and attention to people living there, and are aware of any improvements they need to make to improve. No requirements or recommendations have been made as a result of this report. If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line – 0870 240 7535. Holme Dene DS0000072605.V378363.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 Holme Dene DS0000072605.V378363.R01.S.doc Version 5.3 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 3,4,5,6 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are assessed before moving into the home to make sure that the home can meet their needs. EVIDENCE: The care records of six people were seen which confirmed that people’s needs are fully assessed before they move into Holme Dene. This assessment makes sure that the home can meet their needs and that the facilities will be suitable for them. Holme Dene DS0000072605.V378363.R01.S.doc Version 5.3 Page 10 People are encouraged to visit the home before making a decision to move in. This gives them the opportunity to meet the staff and other people living there and to sample the daily routine at the home. The admission process is thorough. One person was being admitted to the home at the time of the visit. All paperwork was in place, including a contract which makes sure that people know what is and is not included in the weekly charge and details the rights and responsibilities of everybody. The detailed pre-admission assessment forms the basis for the initial care plan to be drawn up. The relative of the person being admitted told us that they had looked at several homes in the area and Hole Dene “fitted the bill” as it was so warm and friendly and the staff were very welcoming. Intermediate care is not provided in the home. Holme Dene DS0000072605.V378363.R01.S.doc Version 5.3 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9,10 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People’s health care needs are met and personal care is given in accordance with their preferences. EVIDENCE: The care records of six people living at the home were looked at. The records contained assessments of people’s needs and abilities and they were reviewed and updated on a regular basis. Everybody living in the home has a care plan which shows what support people need and how the support and care is to be given. There are risk assessments in place to make sure that people are kept safe and that any potential risks to health are minimised. The care plans contained plenty of information about people’s past lives, interests and people that are important to them. This information is useful to help the staff Holme Dene DS0000072605.V378363.R01.S.doc Version 5.3 Page 12 understand the person as a “whole”, and to help people to continue to follow their interests and hobbies. Four people said that they are treated with dignity and that they receive the personal and health care support that they need. People said that the staff attend to their needs in a prompt and sensitive manner. One visiting relative said that the “home is very good and everybody seems happy and content”. Five staff were spoken to and they demonstrated a good understanding of people’s needs and we observed a ‘handover’ between staff where important information about people was shared. Any medication held in the home is securely stored. All staff responsible for administering medication have received training which makes sure that drugs are handled safely. Medication Administration Records were accurately completed and stocks held reconciled with records kept. Holme Dene DS0000072605.V378363.R01.S.doc Version 5.3 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14,15 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are supported to access a range of activities inside and outside of the home, and to maintain contact with family and friends. EVIDENCE: There is a warm and welcoming atmosphere in the home and people said that this is always the case. One person said “it’s home from home and we all get on together”. Visiting relatives said that they are made to feel welcome when they visit the home and that they are kept informed of important matters affecting their relative or friend. One visitor said “It is so reassuring to know that Mum is Holme Dene DS0000072605.V378363.R01.S.doc Version 5.3 Page 14 living here and looked after so well, they always let me know if she is a bit off colour”. Regular residents meetings are held which help to influence the way the home is run. Relatives and friends are encouraged to attend these meetings to have their say. Minutes of these meeting are taken and displayed on the notice board to keep everybody up to date with what was discussed and what suggestions were made. People said that they enjoy the meals served at the home. One person said “the food is always good, well cooked and wholesome”. The main meal of the day is served at lunchtime and on the day of the visit was: soup of the day followed by sausage and tomato pie or chicken in asparagus sauce served with potatoes and fresh vegetables, followed by cheesecake, semolina, fresh fruit or yoghurt. An alternative is always available if anybody does not want what is on the menu. The mealtime was seen to be a relaxed and social occasion with the tables attractively set. There are a wide range of activities available in the home and photographs are displayed on the notice board of people enjoying a variety of social events and activities. The people living at the home particularly enjoy it when the children from a local nursery school visit, which they do on a regular basis. Holme Dene DS0000072605.V378363.R01.S.doc Version 5.3 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 16,18 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Procedures are in place to make sure that people are protected from abuse and neglect and that their welfare is safeguarded. EVIDENCE: The home has a complaints procedure and people spoken to during the visit knew who to speak to if they were unhappy about anything in the home. One relative said “I would know who to speak to if anything was wrong but could not imagine having to do so”. A record is kept of any complaints received. There have been no complaints received by the home since the last inspection and none have been sent directly to the Commission. The staff have all received adult protection training and are aware of what to do if they suspect that an incident of abuse or poor practice has occurred. The home’s policies and procedures are up to date and the staff are aware of the procedures and guidance they contain. Holme Dene DS0000072605.V378363.R01.S.doc Version 5.3 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 19,20,22,23,24,25,26 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a clean, safe and comfortable environment. EVIDENCE: The home is situated in a residential area with easy access by public transport to the town centre of Halifax. The home is well maintained throughout and furnished and fitted to a good standard. Some bedrooms have recently been redecorated and are bright and cheerful. People said that they were happy with the facilities provided in their bedrooms. People are encouraged to being personal items into the home which Holme Dene DS0000072605.V378363.R01.S.doc Version 5.3 Page 17 makes sure that bedrooms reflect people’s interests and tastes. One person said “I feel proud when my family visits me in my room”. Communal areas are spacious and comfortable with plenty of space for social activities to take place. There are well maintained garden areas for people to use in the warmer weather and plenty of care parking space for staff and visitors. There are infection control systems in place and all staff are provided with protective clothing to prevent any possible cross infection. The laundry facilities are well equipped and people’s clothing looked well cared for. People are encouraged to maintain their independence and equipment such as hand and grab rails and raised toilet seats are provided to make sure that people maintain their mobility. The home was seen to be clean and hygienic throughout. One person said “they (the domestics) never stop they clean all day long”. Holme Dene DS0000072605.V378363.R01.S.doc Version 5.3 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29,30 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are cared for by a well trained and motivated staff team. Rigorous recruitment practices make sure that only suitable people are employed at the home. EVIDENCE: There are sufficient staff employed to make sure that people’s health and personal care needs are met. The duty rota confirmed that during the morning there are four care assistants on duty plus the management team and three in the afternoon and evening. During the night there are two waking night staff. In addition to the care staff sufficient domestic, laundry, catering and maintenance staff are employed. Staff were seen to have enough time to sit and talk to people Holme Dene DS0000072605.V378363.R01.S.doc Version 5.3 Page 19 There is a programme of National Vocational Qualification (NVQ) training and well over half of the care staff have achieved the level 2 award and some are working towards the level 3 qualification. This makes sure that care is given in a safe and consistent manner and that the staff are qualified to care for the people living at the home. In addition to the NVQ training a wide range of other training opportunities are available to make sure that the staff are well trained to meet the needs of the people living at the home. Staff told us that they value the training provided and welcome any training courses provided. One member of staff told us “the training provided equips me with the knowledge to do my job properly and helps me care for the residents professionally”. People said that the staff were kind and attended to their needs promptly. Staff were seen to be treating people with dignity and meeting their needs in a sensitive manner. One person said “they are all lovely and so kind”, another person said “”they really do care for us all”. A visiting relative told me that it was the attitude of the staff when they first came to look at the home that made them choose Holme Dene for their relative. The recruitment files of six members of staff were seen. They all contained evidence that proof of identity had been confirmed and that Criminal Records Bureau (CRB) and Protection of Vulnerable Adults (POVA) disclosures had been obtain prior to starting work at the home. Two written references had also been obtained. This makes sure that people are protected and only suitable people are employed at the home. Holme Dene DS0000072605.V378363.R01.S.doc Version 5.3 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 31,32,33,35,36,37,38 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well managed and run in the best interests of the people living there. EVIDENCE: The Registered manager of the home is qualified and competent to run the home. There is a strong and effective management team in place and Holme Dene DS0000072605.V378363.R01.S.doc Version 5.3 Page 21 together they ensure that an open and positive atmosphere is prevalent in the home. Staff told us that the manager is approachable and listens to what they say with ideas and suggestions taken on board. One visiting relative told us that “the manager is superb and runs the home in a friendly and efficient manner, she is the best”. There is a formal quality assurance system in place in the home, and people’s views on how the home is run are actively sought. This involves people who live at the home, their family and friends and health and social care professionals. The results of the surveys are collated and published and displayed in the home. The latest survey undertaken indicated that the majority of people consulted rated the overall standard of care and facilities provided by the home as either good or excellent. There are financial procedures in place which makes sure that people’s money is handled safely. A random check on cash held was made and both cash and records held reconciled. Staff records seen showed that staff have regular supervision meetings with their line manager. This makes sure that all staff have the opportunity to raise any issues affecting their work in a safe and confidential manner. All staff have an appraisal of their practice every six months. People’s health and well being is protected by all staff receiving regular training on safe working practices. Health and safety records seen showed that all the required checks have taken place and certificates seen showed compliance with relevant regulations. Arrangements have been made for a sprinkler system to be fitted later in the year. This is a big structural job that will require the home to close whilst the work is carried out. Arrangements will be made for people to move into other home’s owned by the organisation on a temporary basis whilst the work is carried out. Staff from the home will accompany people to the temporary accommodation to make sure that people will be cared for my familiar people. The home completed their Annual Quality Assurance Assessment (AQAA). This document contained useful information about the home and the people living and working there. There is an on-going and unresolved issue regarding the death of a resident at the home which happened in January 2007. This was in the hands of the Coroner at the time of the visit. Holme Dene DS0000072605.V378363.R01.S.doc Version 5.3 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 x x 3 3 3 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 3 3 3 x 3 3 3 3 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 3 3 x 3 3 3 3 Holme Dene DS0000072605.V378363.R01.S.doc Version 5.3 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. 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. Refer to Standard Good Practice Recommendations Holme Dene DS0000072605.V378363.R01.S.doc Version 5.3 Page 24 Care Quality Commission Care Quality Commission Citygate Gallowgate Newcastle Upon Tyne NE1 4PA National Enquiry Line: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Holme Dene DS0000072605.V378363.R01.S.doc Version 5.3 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!