Care Home: The Laurels and Pine Lodge

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What the care home does well The Laurels and Pine lodge provides a homely, relaxed and comfortable environment with a welcoming and friendly atmosphere. The home and grounds are also attractive and well maintained. Residents say that staff are very kind and caring and that their privacy and dignity is respected at all times. Residents are encouraged to make choices about how they live their lives and the home assists in providing access to social, cultural and recreational activities. A wide programme of events has been created. Residents are encouraged to maintain their links with family and friends and visitors to the home are made welcome. People are positive about the food at the Laurels and Pine Lodge. Food is well presented and the menu is varied. The complaints and adult protection procedures ensure that residents and their representatives well-being and comfort is important to the home and that any concerns raised will be properly investigated and resolved. Sufficient numbers of staff are on duty throughout the day and night to be able to meet the care needs of people. The home is meeting the Department of Health target of having 50% of their care staff with National Vocational Qualifications in care at level 2 or equivalent and staff are well trained and able to meet residents` needs. Recruitment procedures are good ensuring that staff are suitable to work in the home and residents are well protected. The home is well managed. Mrs Sydenham is supported in her role as manager by a very competent staff team. What has improved since the last inspection? This is the first inspection of the service under new ownership. However Mrs Sydenham is continually looking at ways to improve the service and facilities for the residents, these include providing an ongoing training programme for staff and maintenance programme to improve the facilities for residents living at the Laurels and Pine Lodge. What the care home could do better: As a result of this inspection no requirements have been made. Four recommendations of good practice have been included in this report. A suitable nutritional tool should be implemented to help with the nutritional assessments of all residents. Medication recording must be safe and accurate to minimise any risks to residents, including countersigning handwritten entries to the Medication Administration Records. To minimise any risks of cross infection the waste bins in the bathrooms should be replaced with peddle bins. CARE HOMES FOR OLDER PEOPLE The Laurels and Pine Lodge 33-37 Foxholes Road Oakdale Poole Dorset BH15 3NA Lead Inspector Amanda Porter Unannounced Inspection 22nd September 2008 10:00 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 Laurels and Pine Lodge DS0000071531.V370423.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 Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Laurels and Pine Lodge Address 33-37 Foxholes Road Oakdale Poole Dorset BH15 3NA 01202 743202 01202 743203 thelaurels@hartfordcare.co.uk www.hartfordcare.co.uk Hartford Care (Southern) Ltd 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) Shona Lynne Sydenham Care Home 55 Category(ies) of Old age, not falling within any other category registration, with number (55) of places The Laurels and Pine Lodge DS0000071531.V370423.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 service users of either gender whose primary care needs on admission to the home are within the following category: 2. Old Age, not falling within any other category (Code OP) The maximum number of service users that can be accommodated is 55. Date of last inspection Brief Description of the Service: The Laurels and Pine Lodge is a residential care home for older people. It is registered with the Commission for Social Care Inspection to accommodate a maximum of 55 people. The home is comprised of two houses on the same site and it is split into four sections. There are a variety of lounges and communal areas, which are well furnished and comfortable. All bedrooms offer en-suite facilities. In Pine Lodge all rooms are on the ground floor, including one bedroom registered as a double. All other rooms are single occupancy only. There are patio and small garden areas outside the home with tables and chairs. The home is located in a residential area of Poole. Local bus routes operate nearby and there is on site parking available. The home has been recently purchased by Hartford Care (Southern) Ltd. The Registered Manager, Mrs Shona Sydenham, runs the home on a day-to-day basis. Weekly fees range from £480to £648 per week. Additional charges are made for hairdressing, chiropody and newspapers. See the following website for further guidance on fees and contracts: http:/www.csci.org.uk/about_csci/press_releases/better_advice_for_people_ choos.aspx The Laurels and Pine Lodge DS0000071531.V370423.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 3 star. This means the people who use this service experience excellent quality outcomes. Two inspectors carried out the unannounced key inspection during the morning and early afternoon of the 22nd September 2008. The purpose of the inspection was to assess all of the key standards. This is the first inspection of the Laurels and Pine Lodge under the ownership of Hartford Care (Southern) Ltd. The Registered Manager, Mrs Sydenham, was on hand throughout to aid the inspection process. Information gathered for this report came from several sources including: • Reports made to the Commission for Social Care Inspection by the home. • The annual quality assurance assessment completed by the home. • 8 questionnaires completed by residents, 6 by staff and 1 by a visiting GP. • Tour of the premises. • Review of a variety of documentation including care records, staff records, maintenance records, policies and procedures. • Discussion with residents and staff. During the course of the inspection approximately five residents and six members of staff spoke with us and we asked their views on the service provided at the home. Comments we received through discussion and questionnaires included: “Lovely staff, very helpful.” “I love the Laurels, I have lots of friends here.” “We love the home, we viewed a few and this one is by far the friendliest and happiest home we’ve experienced.” “There is a very supportive management team within the home.” “Care of residents and staff is second to none. I’ve worked in several homes and this is by far the best. I am very happy.” What the service does well: The Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 6 The Laurels and Pine lodge provides a homely, relaxed and comfortable environment with a welcoming and friendly atmosphere. The home and grounds are also attractive and well maintained. Residents say that staff are very kind and caring and that their privacy and dignity is respected at all times. Residents are encouraged to make choices about how they live their lives and the home assists in providing access to social, cultural and recreational activities. A wide programme of events has been created. Residents are encouraged to maintain their links with family and friends and visitors to the home are made welcome. People are positive about the food at the Laurels and Pine Lodge. Food is well presented and the menu is varied. The complaints and adult protection procedures ensure that residents and their representatives well-being and comfort is important to the home and that any concerns raised will be properly investigated and resolved. Sufficient numbers of staff are on duty throughout the day and night to be able to meet the care needs of people. The home is meeting the Department of Health target of having 50 of their care staff with National Vocational Qualifications in care at level 2 or equivalent and staff are well trained and able to meet residents’ needs. Recruitment procedures are good ensuring that staff are suitable to work in the home and residents are well protected. The home is well managed. Mrs Sydenham is supported in her role as manager by a very competent staff team. What has improved since the last inspection? This is the first inspection of the service under new ownership. However Mrs Sydenham is continually looking at ways to improve the service and facilities for the residents, these include providing an ongoing training programme for The Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 7 staff and maintenance programme to improve the facilities for residents living at the Laurels and Pine Lodge. 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 Laurels and Pine Lodge DS0000071531.V370423.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 The Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3. Standard 6 is not applicable to this service. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. New residents move into the home having had their needs assessed and been assured that these needs will be met fully. EVIDENCE: We reviewed the care files for some residents who had recently come to live at the home. These showed that the home had a good procedure in place. Prior to anyone moving into the home a full assessment of needs was undertaken with the prospective resident. Sufficient information was obtained so that a care plan could be drawn up and made available to staff. Residents spoken with confirmed that the Registered Manager had encouraged them to visit and given them all the information they needed to make an informed decision about admission. People told us: The Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 10 “Very helpful and informative information given on viewing. Follow up calls from the office and on moving in were great.” “The info we received was wonderful, clear and ticked all the boxes. Manager and administrator were excellent and so helpful.” The Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 & 10. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Robust systems are in place to provide staff with the information they need to meet the health and personal care needs of residents. The principles of respect, dignity and privacy are put into practice. EVIDENCE: The Laurels and Pine Lodge continues to provide a good standard of care to the residents living at the home. People told us that they were very satisfied with the service provided. We reviewed the care files for four residents and found they contained the relevant assessments and care plans needed so that staff had the information to be able to give a very good standard of care. People living in the home said that they were well cared for. Staff told us, “We are kept up to date all the time.” “Very clear care plans. Lots of information.” There was little written The Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 12 evidence that the nutritional needs of residents had been thoroughly assessed and a recommendation was made that a more robust assessment tool should be used so that people living at the home could be sure that their nutritional needs would be met at all times. However residents did tell us that the meals provided were very good. Where the need for specialist equipment was identified it was provided. It was clear from discussions with staff and residents that they have access to the health services they need. There was evidence to show that residents get support from General Practitioners, district nursing services and chiropodists. One visiting GP said, “Excellent care at this establishment.” The home has a good medicines policy and procedure in place. Examination of records indicated that medicines were properly administered so that residents were assured that they would get the correct medication they needed in accordance with their GP’s instructions. We looked at the medication administration records and found that these were being completed correctly with no gaps within the records. We recommended, however, that where the hand entries were made to the medication records a second person should sign to inform that the entry had been recorded correctly. We further recommended that instead of medications being given “As directed” a more specific instruction should be put in place. Where a variable dose of a medicine was prescribed the person administering it should record exactly how much was given. This would minimise the risk on the medication being given inappropriately. We found that staff had been trained in safe medication administration. People told us that they were very happy with the care they received and confirmed that staff treated them with respect and were supportive and kind. Comments received included: “Excellent staff always more than willing to go the extra mile.” “All staff from top to “shop floor” most helpful.” The Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 & 15. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. People who use this service are supported to maintain their life skills and are encouraged to make choices as far as possible. Social, spiritual and recreational activities meet the needs of the residents very well. EVIDENCE: The Laurels and Pine Lodge continues to provide an excellent level of social, religious and recreational support to residents. Residents told us that they were happy with the lifestyle that living at the home afforded them. Some chose to spend time on their own but knew they could join in with any organised activities if they so wished. Activities included: • Gentle exercise classes • Outings • Visiting entertainers • Visits from PAT dogs The Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 14 • Hand massage. Activities were based on the preferences of the residents and were recorded. A programme of events was distributed to each resident every month. Residents said that they could entertain their visitors in private and that they were always made very welcome. People told us that they were free to choose whether they wanted to handle their own financial affairs. Some preferred to have a family member to act on their behalf. All residents spoken with confirmed they enjoyed the food provided. Records showed that residents’ likes and dislikes with regard to food were known and residents were aware that alternatives to the main menu were always available. Food was regularly discussed at Residents’ meetings and alterations were made to the menu according to people’s wishes. One resident said, “Lovely meals and good variety of good home cooked food.” The Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 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 able to express their concerns, and have access to a robust, effective complaints procedure. Protection from abuse is promoted. EVIDENCE: Residents told us that they knew how to complain and felt confident that if they had concerns or complaints they will be listened to and taken seriously. One person said, “If I was not happy I would speak to the manager, she’s always there to talk to, she’s lovely.” One complaint had been received since the last inspection and had been investigated according to the home’s complaints policy and action had been taken accordingly. The home had written policies and procedures for the protection of residents from abuse or neglect and provided all staff with training in the understanding of abuse and their role in protecting residents from abuse in its many forms, including neglect. Care staff told us that they had received such training. The Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 16 The Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 & 26. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The standard of the environment at The Laurels and Pine Lodge is good providing residents with an attractive, homely and safe place to live. EVIDENCE: We toured the premises and reviewed the maintenance documentation, which showed the home was well maintained inside and out. There was evidence that equipment was serviced regularly. Residents had easy access to all communal areas. The home had introduced a new nurse call system, which was portable so residents could take the units into the garden areas and feel safe in the knowledge they could call on a member of staff if required. The home had employed a gardener who visited The Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 18 the home on a weekly basis and as a result garden areas had been cleared and made more accessible for people using the service to enjoy. Resident’s rooms were of a good size and furnished appropriately. Bedrooms were personalised with a variety of mementos, pictures and small items of furniture. All areas of the home seen during the inspection were clean, bright and free from any unpleasant odours. Surveys completed indicated that the home was always kept clean. However, to reduce the risk of cross infection the home should change the waste bins in the bathrooms to peddle bins. The laundry continued to be well managed. Adequate supplies of clean linen were seen to be available. However the laundry room needed dusting to remove a number of spiders and their webs. The Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 & 30. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Sufficient care staff are employed to meet the needs of residents. Robust recruitment procedures are in place to protect residents from the risk of unsuitable staff working at the home. Staff are given the training and support so that they can give a high standard of care to the residents living at The Laurels and Pine Lodge. EVIDENCE: At the time of inspection staff rosters demonstrated that there are sufficient staff on duty at that time. One person said, “The manager always makes sure that the rota is covered to ensure that the care for the residents is not compromised.” During the inspection staff were on hand to meet the needs of the residents. People told us that staff were on hand when they needed them and they were not kept waiting. The home had an ongoing training programme, which included NVQ level 2 and 3 in care and over 50 of the care staff hold the minimum of a level 2 award in care. The Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 20 We reviewed the recruitment files for four new members of staff. The files were well ordered and contained all the information required by law. POVA first and enhanced Criminal Record Bureau checks had been obtained for all new staff. Training files showed us that staff were receiving induction training. Staff told us, “Very happy with the staff induction start pack. It includes a lot of information.” “Clear guidelines were given at induction.” Staff also told us that they were encouraged to take up training opportunities provided. Recent training including: • Fire safety • Confidentiality • Moving and handling • First aid • Protection of vulnerable adults • Medication administration. Further information on available training can be accessed through the following websites: www.picbdp.co.uk www.skillsforcare.org.uk The Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 36 & 38. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The home is very well organised and the daily management and running of the home centres completely round the care of residents. Very good management practice, systems in place, and records kept, confirm the health and safety of all in the home. EVIDENCE: Through discussion it was evident that residents and staff enjoy the way the home is run and find the Registered Manager is very approachable. Mrs Sydenham demonstrated throughout the inspection that she ran the home The Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 22 well. She followed robust procedures to ensure that she had a well-trained and competent staff to care for those people living at the home. We were told, “The home provides a safe and friendly home to all service users and staff. It gives the best personal care to a high standard.” “I am very happy and have lots of confidence in my manager. I am always able to talk to her.” There were quality assurance and quality monitoring systems in place. The home took steps to review its performance regularly and residents’ views were sought and suggestions put forward were acted upon. The Registered Manager and residents spoken with confirmed that residents either deal with their own finances or have a representative to do so. Staff appeared to be well supervised and were aware of their duties and roles within the home. One member of staff said, “We have supervision every few months, which is very good.” Records showed us that staff had received recent training in fire safety and manual handling updates. Substances hazardous to health were seen to be stored securely. Records showed that equipment had been serviced regularly. Accidents were recorded and appropriate action was taken as necessary. The Laurels and Pine Lodge DS0000071531.V370423.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 4 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 4 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 3 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 4 29 3 30 4 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 X 3 X 4 4 X 3 The Laurels and Pine Lodge DS0000071531.V370423.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. 2. 3. 3. Refer to Standard OP8 OP9 OP9 OP19 Good Practice Recommendations The home should introduce a more robust nutritional assessment tool so that residents could be assured that their nutritional needs would be met at all times. It is recommended that where hand entries are made on medication administration records, a second member of staff checks and signs that the record is correct. The medication administration direction “Take as directed” should be replaced with clear instructions as to the precise amount of and frequency the medication should be given. To reduce the risk of cross infection the waste bins in the bathrooms should be replaced with bins. The Laurels and Pine Lodge DS0000071531.V370423.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection South West Colston 33 33 Colston Avenue Bristol BS1 4UA 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 Laurels and Pine Lodge DS0000071531.V370423.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. 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