Care Home: The Croft Nursing Home

Similar services:

• Maple Lodge
• Heathlands
• Aston Court Nursing Home
• Breme
• Ravenhurst
• Bank House
• Inspirations
• Ashcroft Hollow Nursing Home

What the care home does well The home continues to maintain and offer its good standards of nursing care to the people who use the service. Staff are well trained and caring towards the people who use the service. The home is well managed by an experienced manager and her team of dedicated staff. Her operations manager who visits the home on a regular basis supports the manager. The cook provides well-balanced home cooked meals throughout the day and the kitchen had been rated as five stars. The environment is warm, homely, hygienically kept and well maintained. What has improved since the last inspection? The requirements left at the last visit have been met. Care records were evidenced as more meaningful but with more organisation required. The kitchen issues raised at the last visit have been addressed. Some decorating had commenced and some bedrooms had been fitted with new carpet. What the care home could do better: Care documentation was well updated and reviewed. However the documentation was disjointed and difficult to follow through. Further work is to be carried out with care planning by the company. The refurbishment has commenced but priority must be focused on individual comfort for the people who use the service and for the safety of the staff. Variable height beds must replace existing low-level beds to assist with staff safety whilst manual handling and the individuals` safety and comfort. The lounge chairs must also be replaced as soon as possible to promote comfortable seating for people who use the service. People who use the service should have their social care needs met through suitable activities and entertainment. Age and ability appropriate activities should be offered and evidence kept in the form of a dairy. People who use the service commented that the days were sometimes very long and the television can be monotonous. Whilst the activity coordinator position is being advertised care staff hours should be adjusted to allow for stimulating activities and events to take place. CARE HOMES FOR OLDER PEOPLE The Croft Nursing Home, 43-44 Main Street Stapenhill Burton On Trent Staffordshire DE15 9AR Lead Inspector Unannounced Inspection 5th November 2008 11:00 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 The Croft Nursing Home, DS0000022321.V372886.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. The Croft Nursing Home, DS0000022321.V372886.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Croft Nursing Home, Address 43-44 Main Street Stapenhill Burton On Trent Staffordshire DE15 9AR 01283 561227 01283 562535 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) Tawnylodge Limited Ms Jane Measey Care Home 30 Category(ies) of Dementia - over 65 years of age (2), Old age, registration, with number not falling within any other category (30), of places Physical disability (1), Physical disability over 65 years of age (15) The Croft Nursing Home, DS0000022321.V372886.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 15 PD(E) - 1 may be PD over 42 years Care Manager commences NVQ level 4 in management within 12 months of registration Date of last inspection Brief Description of the Service: The Croft Nursing Home is registered to provide personal and nursing care. The home is located in the residential area of Stapenhill, Burton on Trent Accommodation is provided on two floors with stairs and a shaft lift. There are fourteen single bedrooms and eight double bedrooms. One bedroom has an ensuite facility and the rest have a washbasin installed. There are three assisted bathrooms and one shower room; toilets are conveniently situated throughout the home. There is a large main lounge, a dining room and a conservatory on the ground floor. The home is now owned by Monarch Healthcare but will continue to trade as Tawnylodge Ltd. Fees Highest £-370 Lowest £-322 The fee information given applied at the time of the inspection; persons may wish to obtain more up to date information from the service. The Croft Nursing Home, DS0000022321.V372886.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 that that people who use this service experience good quality outcomes. This unannounced inspection took place on one day and was carried out by one inspector. The Manager was on annual leave so the deputy manager participated in the inspection process. The inspection included the following elements; A walk around the building, observation and inspection of records relating to provision of care, discussions with people who use the service. We‘case tracked’ which is a process whereby we select several people who use the service, chat to them and look at their care plans and lifestyle in the home. We had discussions with several of the staff members on duty, observed and sampled other services provided such as’ catering and laundry, and an inspection of the managerial aspects such as staffing issues, training, recruitment and health and safety. We had dealt with no complaints since the last inspection and no formal, written complaints had been received at the home. The home manager had sent us their annual quality assurance assessment (AQAA) when we asked for it. This document was completed to a good standard and gave us all the information we asked for. What the service does well: The home continues to maintain and offer its good standards of nursing care to the people who use the service. Staff are well trained and caring towards the people who use the service. The home is well managed by an experienced manager and her team of dedicated staff. Her operations manager who visits the home on a regular basis supports the manager. The cook provides well-balanced home cooked meals throughout the day and the kitchen had been rated as five stars. The environment is warm, homely, hygienically kept and well maintained. The Croft Nursing Home, DS0000022321.V372886.R01.S.doc Version 5.2 Page 6 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. The Croft Nursing Home, DS0000022321.V372886.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 The Croft Nursing Home, DS0000022321.V372886.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): Standards 3 and 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 the service have their needs fully assessed to ensure that their individual needs can be met. No intermediate care is admitted to the home. EVIDENCE: The Annual Quality Assurance Assessment completed by the service told us “People that make enquiries about living in the service have a thorough preadmission assessment prior to moving into the home. We also meet the relatives to obtain information about the individual. The holistic approach assists the staff to meet the persons needs.” The Croft Nursing Home, DS0000022321.V372886.R01.S.doc Version 5.2 Page 9 Relatives of people who use the service told us that they were able to visit the home prior to admission and felt they were informed enough about the home and the services offered prior to admission and that they were asked to contribute to the assessment process. People who use the service do receive a letter of confirmation prior to moving into the home, to ensure that their current needs can be met. People living at the home confirmed to us that they were assessed prior to admission and the care records confirmed this. The service has continued to update the Statement of Purpose as changes occur. The Croft Nursing Home, DS0000022321.V372886.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): Standards 7, 8, 9 and 10. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use the service each have an individual plan care which sets out their health, personal and social needs. Peoples’ health care needs are met and they are protected by the homes medication policies and procedures. People living at the home are treated with respect and their right to privacy is upheld. EVIDENCE: The Annual Quality Assurance Assessment completed by the service told us “Care plans are detailed and clearly identifies the actions needed. Utilisation of appropriate risk assessment tools is in place. Qualified nurses have had tissue viability training, which has developed a positive link with the tissue viability nurses specialist. A nutritional assessment tool has been introduced to assess The Croft Nursing Home, DS0000022321.V372886.R01.S.doc Version 5.2 Page 11 dietary requirements. We closely audit medication to assess accuracy. All new staff completes an induction programme to ensure staff are respectful to residents and respect their privacy and dignity. Staff training, appraisal and supervision are on going.” Following our previous inspection carried out on 21/02/08 further care records have been introduced to assist with the personalised care being recorded appropriately. A new preadmission document was being used which was comprehensive. Care records were updated well and reviewed appropriately. The records of the people case tracked at this inspection were found to be well completed and informative. Further work needs to be carried out to keep the records more concise as in ‘quality not quantity’. Some records were from the previous year and need to be stored out of the current records. The deputy manager informed us that a new system is to be introduced by the company in the near future. The nutritional assessment was in place along with relevant risk assessments. Relatives spoken to at the visit told us that their aunty is “extremely well looked after, she was very ill on admission but with good care and attention her health has improved and she has been in the home four years.” People who use the service told us that they were well respected and the staff were very kind. One lady said “ The nurses are all very kind and the carers work very hard. Sometimes I have to wait to go to the toilet but they attend to me as soon as they can.” Another lady told us “ This is my home, I had a birthday party here last week, the staff are marvellous, very kind.” Medication for two people was inspected and this was found to be in good order. The medication policy for the home was in place as a working document. The Croft Nursing Home, DS0000022321.V372886.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): Standards 12, 13, 14 and 15 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. People who use the service generally experience the lifestyle, which matches their individual expectations although activity provision could be improved. People have contact with relatives and friends as they wish. People who use the service exercise choice and control over their lives and they receive a balance and wholesome diet. EVIDENCE: The Annual Quality Assurance Assessment completed by the service states that the home ‘has an activity organiser that arranges motivational activities for the people who use the service however she has since left. The home offers regular meal times with hot food offered at each meal and choice and variety throughout the week. Visitors are allowed at any time to visit the home’. The Croft Nursing Home, DS0000022321.V372886.R01.S.doc Version 5.2 Page 13 Staff continue to be aware of the need to support service users to maintain their skills, including social, emotional and communication skills, however the care needs of the people who use the service are their priority and activities have to be postponed. Relatives again informed us that service users are consulted regarding the choice of daily activity, but the range of activities offered to people is very basic and needs to be improved as soon as possible. A recently employed activity organiser has left. Plans to employ another activity organiser have been made. People who use the service told us that they are happy in the home but they only watch television and listen to some music so the days can seem like long. They told us that entertainment is occasionally booked which is very enjoyable but can be noisy. They said that the food is very good, always hot and tasty. They enjoy plenty of hot cups of tea and coffee. The staff continue to show people who use the service respect, dignity and fairness, the relatives spoken to say that the staff are friendly and compassionate to all the individuals. The menu is varied with a number of choices including a healthy option. The meals are balanced and nutritious and cater for the varying cultural and dietary needs of individuals. The care staff were evidenced to be sensitive to the needs of those people who need assistance. The recent Environmental Health visit awarded the kitchen a five star rating. The Croft Nursing Home, DS0000022321.V372886.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): Standards 16 and 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 the service are confident that their complaints will be listened to and acted upon. People who use the service are protected from abuse. EVIDENCE: The Annual Quality Assurance Assessment completed by the service tells us “We have a clear complaints procedure advertised in the home. We ensure residents’ rights are upheld and that they are encouraged to have their rights recognised and placed in to practise. We have a new safeguarding policy in place and staff are receiving training.” The people who use the service told us that the staff are very approachable and any issues can be addressed amicably without the need to formally complain. They said they would talk to the manager or their family if they had any concerns. One relative spoken to told us that the management are visible in the home and they are available to chat at all times. The Croft Nursing Home, DS0000022321.V372886.R01.S.doc Version 5.2 Page 15 The home had received no formal complaints. One person had made contact with us, the issue raised was highlighted to the manager and the local social services department. The issue has now been resolved. The staff were fully aware of the whistleblowing procedure and protection of vulnerable adults procedures. Vulnerable adults protection training was being given. The Croft Nursing Home, DS0000022321.V372886.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): Standards 19, 24, 25 and 26 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. People who use the service live in a safe, suitably maintained environment that is clean, generally pleasant and hygienic however some furniture replacement is needed to increase safety and comfort. EVIDENCE: The Annual Quality Assurance Assessment provided by the service tells us “We are keen at The Croft to provide a pleasing and homely environment. An outside area is utilised by the residents. Clearly marked accessible toilets are well sited throughout the home. The home received an inspection from the Health and Safety executive in January 2008. A call system is in place in all The Croft Nursing Home, DS0000022321.V372886.R01.S.doc Version 5.2 Page 17 rooms. Suitable hoists and lifting aids are available to support people who use the service and their mobility.” We found that the home was clean, tidy and hygienically maintained. All maintenance issues were well recorded and signed when checked. No infectious outbreaks had been recorded at the home. There were obvious signs of a refurbishment commencing in the home. The provider informed us that this will be completed within the next six months. Some bedrooms had been redecorated and recarpeted and were awaiting curtains and bedding. The stairs wallpaper had been removed and is to be decorated in the next few days. High priority must now be replacement of the lounge chairs and the beds, which will peoples’ comfort and safety and also support the staff to manoeuvre the service users. Staff have been trained in manual handling and have the equipment to carry out the manoeuvres but the beds are not variable height to complete the process safely and this must be addressed. People who use the service told us that the home is always immaculate and the staff are respectful to keep all the areas of the home looking good. They said they had been encouraged to personalise their bedrooms. The Croft Nursing Home, DS0000022321.V372886.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): Standards 27, 28, 29 and 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use the service are in safe hands and have their needs met by adequate numbers of staff and their skill mix. People who use the service are supported and protected by the homes’ recruitment policy and procedure. The staff are now trained and competent to do their jobs. EVIDENCE: The Annual Quality Assurance Assessment completed by the service tells us, “ Staff ratio is planned appropriately taking into account skill and experience. Guidelines followed to ensure staffing levels are maintained at all times. Staff training is ongoing and 50 of care staff are NVQ trained and the approximately 40 of the remainder of the staff have commenced training. We have an equal opportunity training programme in place.” The staff files we saw during our visit were in line with legal requirements. The supervision records were up to date and well recorded. Staffing levels were appropriate for the number of people who use the service. The home has currently mostly residential care places being used with only seven people requiring nursing care. The Croft Nursing Home, DS0000022321.V372886.R01.S.doc Version 5.2 Page 19 Staff training has given the staff more confidence in many areas including manual handling and fire safety. The staff members told us that sometimes they are really busy, but they do reassure the people who use the service that they will attend to them as soon as they can. It would appear that the nurse in charge does not always work ‘hands on’ and this must be discussed with the management so that the carers feel supported in their duties. Presently there are no staff vacancies as the home has nine empty places this has caused the staffing numbers to be reduced. The manager is attempting to set up a ‘bank staff’ register to avoid using agency staff. Staff training is well established now and a training matrix is sited in the managers’ office. Staff who we spoke to told us that the team of staff generally work well together and support each other well. They said that the management was firm but fair. They have benefited from the training, supervision and the clinical updates that they have received. The Croft Nursing Home, DS0000022321.V372886.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): Standards 31, 33, 35, 36 and 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 the service live in a home, which is well managed by a responsible manager. The service is run in the best interests of the people who live in it. People who use the service have their finances appropriately safeguarded. The health, safety and welfare of people who use the service and the staff is promoted and protected. EVIDENCE: The Annual Quality Assurance Assessment completed by the service told us, “An open approach to management appears to have a positive effect on both The Croft Nursing Home, DS0000022321.V372886.R01.S.doc Version 5.2 Page 21 staff and residents. Staff meetings are on going and views of staff are encouraged. A written account of financial transactions for residents is maintained.” The deputy manager showed us their recent quality assurance audits, which had been analysed to demonstrate generally positive results. There was evidence to show that the home is run in the interest of the people who use the service. The people who use the service told us “ Our opinions are listened to and actioned.” Staff and relatives confirmed, “The individuals wishes and choices are promoted within the home.” People who use the service said “They felt secure in the home and they belonged there.” There were no financial issues raised. Monies checked were correct and well managed. Policies and procedures protected the people who use the service financial interests. One relative told us “The positive ethos and strong leadership within the home is open and welcoming”. She further said “the manager and her team are well respected by the people who use the service and their relatives/representatives” and that “it was obvious that the home environment was being upgraded.” Quality assurance audits had been a very useful tool to see how the home was progressing. Visiting professionals had commented, Very nice home and staff, Staff uniforms are not obvious – a board would be useful, Residents rooms smell fresh and clean, Staff are knowledgeable and helpful and always an efficient home. A staff ‘photo’ board was being prepared. People who use the service had commented I am very happy, Prefer to get up earlier but not always possible, Staff are wonderful, I would like my window open more often to get some fresh air, There isn’t an activity organiser at the moment. The morning rising time had been addressed, the window issue had also been rectified and the activity organiser post had been advertised but staff were trying to arrange some activities. Relatives had commented Staff are very co-operative, In need of decorating, Would like more activities, The home is good, I always find everyone very pleasant and need new chairs in lounge. The home is being redecorated and the chairs are to be replaced as part of the refurbishment. The Croft Nursing Home, DS0000022321.V372886.R01.S.doc Version 5.2 Page 22 Staff had commented everyone is treated as individuals in a friendly environment, they have a well balanced diet, plenty of choice, Work well as a team, and The management is fair. Staff supervision is in place with neat documentation and relevant matters being addressed. There was good evidence available to show that the health, safety and welfare of staff and people who use the service is promoted and protected by the rigorous testing, recording and monitoring of systems within the home. The maintenance person maintains the home in a professional manner and the records we saw evidenced this. The Croft Nursing Home, DS0000022321.V372886.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 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 1 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 2 X X X X 2 2 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 X 3 The Croft Nursing Home, DS0000022321.V372886.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard OP7 Good Practice Recommendations Care plan documentation should be formalised and then used to build up well-recorded care records in a comprehensive format including social and care needs. People who use the service should have their social care needs met through suitable activities and entertainment. Age and ability appropriate activities should be offered and evidence kept in the form of a dairy. Whilst the activity coordinator position is being advertised care staff hours should be adjusted to allow for stimulating activities and events to take place. The refurbishment of the home should be planned and completed in a timely manner considering people who use the service and staff safety and comfort. The lounge chairs are to be replaced as soon as possible along with the introduction of variable height beds. 2. OP12 3. OP19 The Croft Nursing Home, DS0000022321.V372886.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection West Midlands West Midlands Regional Contact Team 3rd Floor 77 Paradise Circus Queensway Birmingham, B1 2DT 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 The Croft Nursing Home, DS0000022321.V372886.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!