Care Home: The Mallards Care Home

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What the care home does well Residents consistently expressed a high degree of satisfaction regarding the quality of service they receive, a view echoed by all staff members spoken to. Their comments including those of staff have been reflected throughout the report. The assessment and admission processes are good, thus ensuring that the residents’ needs could be met on admission. The health and personal care needs are clearly woven in the care plan for each resident; these are being monitored internally through a monthly review system, which includes the resident and their representative. Residents spoken with said that the staff team are always very welcoming to their relatives. Families are proactively involved in the decision-making process in the lives of their relatives accommodated at this home. ‘My son visited the home and told me it was lovely and so it is’, stated a resident. The home has a positive approach to complaints and staff make sure that residents and significant others know how to complain, if they are concerned with any aspects of the service. Staff demonstrated that they are capable of meeting the needs of people from different cultural backgrounds.The accommodation is homely and comfortable. A high standard of cleanliness was evident throughout those areas viewed. The garden is very attractive and maintained to a high standard. Residents said that they thoroughly enjoy the garden in the warmer weather, in particular. What has improved since the last inspection? There were no requirements made in the last inspection report dated 21 December 2006. There are good quality assurance systems in place to seek the views and experience of residents and their representatives regarding the quality of service. The annual survey is being published and made available to residents and other stakeholders, including the Commission. This demonstrates the manager`s intention to ensure that the residents living at The Mallards will continue to have a good experience. NVQ training for staff is being given a high profile; this means they are being equipped with the skills and knowledge to continue providing an improved quality of service. A confident, well-trained and motivated staff team is caring for residents. The relationship between the manager, staff and residents is good; this ensures effective communication and promotes consistency and continuity of good outcomes for residents. What the care home could do better: There is one recommendation arising from this report, which needs addressing. Records of fire drills should include the evacuation timescales at all times; this would provide the manager with valuable information and enable her to take remedial action, as required. CARE HOMES FOR OLDER PEOPLE The Mallards Care Home 5 Dynevor Road Bedford Bedfordshire MK40 2DB Lead Inspector Mr Neil Fernando Unannounced Inspection 19th March 2009 11:15 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 Mallards Care Home DS0000065406.V374594.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 Mallards Care Home DS0000065406.V374594.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Mallards Care Home Address 5 Dynevor Road Bedford Bedfordshire MK40 2DB 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) 01234 365563 langsgladehomes@btconnect.com Lansglade Homes Limited Sally Green Care Home 22 Category(ies) of Dementia - over 65 years of age (22), Old age, registration, with number not falling within any other category (22), of places Physical disability over 65 years of age (22) The Mallards Care Home DS0000065406.V374594.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 21st December 2006 Brief Description of the Service: The Mallards is a residential care home for up to 22 older people and who may also have physical disabilities and/or dementia. The home is located in a pleasant residential suburb of Bedford with convenient access to the town’s amenities. The building is made up of three storeys and has been converted to provide comfortable accommodation for twenty-two residents. Bedrooms are located on each floor with easy access to bathroom and toilet facilities. A lounge and a separate dining room are located on the ground floor. A further lounge/diner is situated on the first floor for those who prefer a quieter atmosphere. A good size, well maintained garden is available at the rear of the property, which is accessible to residents. The driveway at the front of the building provides parking for several vehicles. A copy of the service user’s guide and last inspection report from the Commission is available at the home for anyone to read. The fees charged range between £490 and £520 per resident, per week. The Mallards Care Home DS0000065406.V374594.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 stars. This means the people who use this service experience excellent quality outcomes. We, the Commission for Social Care Inspection, undertook this unannounced key inspection on 19 March 2009, the last having occurred on 21 December 2006. We spoke with five residents, the manager, one of the directors and four staff including a catering team member. We had a look round the home and viewed a range of records the service must keep. At the time of the visit, there were twenty people in residence with two vacancies. We have received a comprehensive AQAA (Annual Quality Assurance Assessment) – a document, which gives the manager the opportunity to tell us how the home is meeting the standards and regulations. We have also received surveys from ten residents and eight staff. The manager was present throughout the inspection. An annual service review was carried out on 6 March 2008. What the service does well: Residents consistently expressed a high degree of satisfaction regarding the quality of service they receive, a view echoed by all staff members spoken to. Their comments including those of staff have been reflected throughout the report. The assessment and admission processes are good, thus ensuring that the residents’ needs could be met on admission. The health and personal care needs are clearly woven in the care plan for each resident; these are being monitored internally through a monthly review system, which includes the resident and their representative. Residents spoken with said that the staff team are always very welcoming to their relatives. Families are proactively involved in the decision-making process in the lives of their relatives accommodated at this home. ‘My son visited the home and told me it was lovely and so it is’, stated a resident. The home has a positive approach to complaints and staff make sure that residents and significant others know how to complain, if they are concerned with any aspects of the service. Staff demonstrated that they are capable of meeting the needs of people from different cultural backgrounds. The Mallards Care Home DS0000065406.V374594.R01.S.doc Version 5.2 Page 6 The accommodation is homely and comfortable. A high standard of cleanliness was evident throughout those areas viewed. The garden is very attractive and maintained to a high standard. Residents said that they thoroughly enjoy the garden in the warmer weather, in particular. 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 Mallards Care Home DS0000065406.V374594.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 Mallards Care Home DS0000065406.V374594.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 1, 2, 3, 4 and 5. Standard 6 is not applicable. Quality in this outcome area is good. Information to people who may choose to use the service is available. Full preadmission assessment is undertaken, thus ensuring the identified needs of the resident could be satisfactorily met on admission. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The AQAA states ‘We carry out a comprehensive pre-admision assessment to ensure that the prospective service user has the opportunity to express their wishes and preferences for inclusion in their plan of care’. The statement of purpose and service user’s guide is available and reflects fully the service provided. A copy of this document was seen in all ten bedrooms viewed. The The Mallards Care Home DS0000065406.V374594.R01.S.doc Version 5.2 Page 9 information for the prospective resident is presented in a format that is both informative and interesting. The manager stated that all residents are issued with individual terms and conditions of their placement and the current charges, and signed by the resident and their representative where appropriate. Evidence of this was seen in the files for all three residents viewed. The three files examined contain initial assessments compiled by the manager prior to the residents moving into the home; there are other assessments completed by the social worker from the placing authority. Following admission, staff continue to review and make adjustments to the assessments available, as they get to know the resident. Information from surveys and residents spoken with, demonstrates that the potential resident has the opportunity to visit and “test drive” the home, and staff members are very supportive. All five residents spoken with said they are very happy with the admission process and said they or their representatives had visited the home prior to their admission. ‘The staff knew my requirements before I arrive here, you know’, stated a resident who moved in recently. The Mallards Care Home DS0000065406.V374594.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 excellent. Care plans are detailed and staff members are aware of residents needs and requirements; this ensures that they are well met. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The AQAA states ‘Develop a plan of care hi-lighting the individual’s needs, wishes and preferences. Where the individual is unable to fully participate in their plan of care, information is sought from those professional and nonprofessional bodies best known to the individual to ensure person centered care is paramount’. The Mallards Care Home DS0000065406.V374594.R01.S.doc Version 5.2 Page 11 The care plan is developed with contribution from the resident, their representative and home staff. Information from care plans, residents and staff members indicates that the needs of residents are being identified and addressed very well. The care plan indicates how the identified needs are to be met. The care given, progress made and interactions with other residents are carefully recorded at the end of each shift. Records viewed for three residents evidence that their health care requirements are being well addressed. The resident and their representative, where appropriate, have also signed the care plan, thus demonstrating their participation and agreement with its content. Risk assessments for residents are completed and reviewed as required. Some of the residents spoken with were able to identify their key worker by name and they provided many examples of how their key worker helps them daily. ‘She helps me with many things, I am 92 you know’ and ‘Nothing is too much for my key worker, I know she is always here for me’ are examples of comments from residents. Care plans are being reviewed monthly to reflect the changing needs and objectives for health and personal care. Review notes are being maintained. Risk assessments are completed for each resident and these are reviewed as and when required. Staff spoken with are clear that it is essential that risk assessment for each resident ‘is kept up to date’. Senior care staff, the team leader and the manager are the only members who administer medicines. They have all received comprehensive training on this topic. Records including receipts and storage, administration, and disposal of medicines are in good order. All residents are registered with a GP. The doctor may be called at the home as and when required. All six residents spoken with expressed a high level of satisfaction in the manner their health care needs are being addressed. ‘The manager always acts first when support is needed’, reflected a resident in their survey about medical support. The outcomes of the doctor’s visits are recorded in the care plans. Other professionals, residents have access to include dentist, optician, podiatrist, and dietician. Staff members on duty were seen to deliver care and attend to residents’ needs in a manner that respects their privacy, dignity, choice and wishes whilst actively promoting their independence. Personal and intimate care practices are carried out behind closed doors. The Mallards Care Home DS0000065406.V374594.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 good. The social, cultural, religious and recreational interests of residents are being identified and addressed. This means that their welfare is being promoted. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Five residents spoken with said they are satisfied with their lifestyle. The home has an occupational therapist that visits weekly to facilitate a range of activities to suit residents’ taste and preference. Activities that have occurred include quiz competition, tea dance, sing a longs, shopping, trips to the local pub, day out with family, watching television or listening to music, reading newspapers and books. One resident has a computer and has access to the Internet. Many residents love being out in the garden during the warmer season. Positive examples from residents include ‘stimulating conversations with staff, we do all sorts of activities, very satisfied if you need to know and quite content if you ask me’. One resident however stated in their survey The Mallards Care Home DS0000065406.V374594.R01.S.doc Version 5.2 Page 13 ’Would like more activities, would like to go out for more visits’, an issue shared with the manager to deal with. Evidence shows that family and friends visit regularly and they are always made welcome. Residents are able to entertain their visitors in the communal areas or the privacy of their own room. Staff training and recruitment policy encourages equality and diversity. Residents are encouraged and they are able to practice their religion, sexual preference and their culture, as appropriate. Representatives from the local church visit monthly and provide for spiritual expression and friendship. Six residents also have lunch or tea at the local church every month. The menu seen provided for a nutritious and varied diet. Evidence indicates that residents are consulted regularly regarding their taste and preference. A choice of main meal is offered. Meals are eaten in a pleasantly furnished dining room; provision is made for residents to take their meal in another lounge/diner or their own room if they so wish. Lunch served during the inspection appeared nutritious and appetising, with residents confirming how much they enjoyed their meal. Other positive comments include ‘I am vegetarian and vegetarian meals are available , excellent food at all times and I just had tea and it’s marvellous’. However, one resident indicates in their survey that ‘I feel that there’s no variety but the cooks are very good’; the manager is looking into this. The staff team appeared to work very hard to make meal time a socially enjoyable occasion. The Mallards Care Home DS0000065406.V374594.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. The complaints and safeguarding procedures are being implemented to good effect; thus ensuring that residents concerns are listened to and they are protected from harm. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The AQAA states ‘At The Mallards we believe that we are not perfect, while we strive to provide excellent outcomes for service users. Therefore, there may be times when we fall short of service users’ expectations and we encourage service users and visitors to offer their suggestions as to how we could improve’. A copy of the home complaints procedure is made available to residents and their representatives. 9 out of the 10 residents’ surveys indicate that they know how to make a complaint; one person has not provided this detail. They also stated that staff would listen to them and take action as appropriate. Responses from residents spoken to are positive and include: ‘I can complain but do not have any concerns, yes, I am able to talk to staff about any difficulties and very good care and I have no complaints’. Staff interviewed The Mallards Care Home DS0000065406.V374594.R01.S.doc Version 5.2 Page 15 said that they would be able to deal with a complaint. Neither the home nor the Commission has received any complaints about the home. The whistle blowing policy is available and accessible to the staff team. The home also has procedures on the protection of vulnerable adults. Discussion on the procedures is part of the induction for all new staff members and this subject is also included in the NVQ assessment for those members undertaking this course. All staff including members of the management team have received training on safeguarding of vulnerable adults. There were no safeguarding matters pending at the time of the visit. The Mallards Care Home DS0000065406.V374594.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, 22, 23 and 26. Quality in this outcome area is good. Residents living at The Mallards benefit from a safe, comfortable, clean environment that is well maintained. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Thirteen bedrooms were viewed and these are personalised offering a homely, lived in feel. Residents are encouraged to bring in their own furniture and other personal effects. All five residents spoken with said that they are happy with their bedrooms and other facilities. ‘Happy and settled in this lovely home’, said one respondent in their survey. The Mallards Care Home DS0000065406.V374594.R01.S.doc Version 5.2 Page 17 The home is able to meet the individual needs of the residents with physical disabilities. The manager ensures the availability of suitable specialist equipment, which is maintained to good order. There were no areas, which were in need of repair. Records show that staff members have received training in hygiene and infection control. There were no health hazards noted. A tour of the premises confirmed that the home maintained a high standard of cleanliness. The Mallards Care Home DS0000065406.V374594.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. The numbers and skills of the staff are adequate to meet the assessed needs of the residents. NVQ training is being given a high profile and this would ensure staff competency to offer an improved quality of service for residents. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The AQAA tells us ‘The Mallards has a committed team of staff, some of whom have been employed for several years’. Information from duty roster for a period of four weeks and discussions with the manager and staff, confirm that the staffing levels were adequate to meet the needs of the residents accommodated. Without exception, all residents spoken with were very positive about the quality of assistance they received. Comments include ‘Could not fault them, courteous and very helpful and they would do anything for you’. Records show that all new members of staff receive induction training. A recently recruited staff said, ‘My induction was very good and a lot went into it, The Mallards Care Home DS0000065406.V374594.R01.S.doc Version 5.2 Page 19 and it helped me settle in my work’. Other training completed by staff since the last annual service review in March 2008 includes safeguarding of vulnerable adults, medication and dementia; all senior members have completed training in supervision. Training and refrersher training is given, reflected a staff member in their survey. Of the 14 care staff including seniors, 9 (64.2 ) has completed their NVQ level 2 award and 5 are currently doing the same assessment. This is indicative that the organisation is giving NVQ training a high profile and this will continue to have a positive impact on the quality of service delivery. All new recruits are subject to in depth checks, prior to them starting work. The personnel recruitment files for three staff including one recently appointed member were scrutinised; these were found to be in order. The Mallards Care Home DS0000065406.V374594.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, 32, 33, 35, 36, 37 and 38. Quality in this outcome area is good. The home is well managed and the staff team is appropriately supported. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager has been registered with the Commission since 5 October 2008. She is currently doing a foundation degree in Care Management including the Registered Manager’s Award and NVQ Level 4 in Care and Management. She is hoping to complete this course by July 2009. The Mallards Care Home DS0000065406.V374594.R01.S.doc Version 5.2 Page 21 Staff confirmed that the manager operates an open door policy, describing her approach towards staff as, ‘Very good’. Surveys from all 8 staff are positive. ‘My manager is very good at meeting me and giving me support’, reflected a staff in their survey. Quality assurance systems are in place to seek the views of residents and their representatives on the quality of service offered at this home. The last annual survey was undertaken on 26 February 2009. The registered manager has the support of an experienced operations manager. She also visits monthly to ensure appropriate standards are maintained. Reports of visits carried out are available at the home and these are noted to be very comprehensive. Staff formal supervision takes place once every eight weeks at minimum. ‘Supervisors are effective in giving praise as well as constructive criticisms and feedback boosts personal confidence’, said a staff in their survey. Staff meetings take place regularly and minutes are maintained. Staffs are not involved in the financial affairs of residents. Records viewed were found to be in good order. Health and safety are being attended to; however two observations are made: i) Records of fire drills should include the evacuation timescales; this would assist the manager to take remedial action, if any. ii) 1 staff member has not completed their mandatory training in basic food hygiene. The manager said that arrangements are in hand for the staff to complete this training in May 2009. The Mallards Care Home DS0000065406.V374594.R01.S.doc Version 5.2 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 4 4 3 3 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 4 8 4 9 3 10 4 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 X X 3 3 X X 4 STAFFING Standard No Score 27 3 28 4 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 2 The Mallards Care Home DS0000065406.V374594.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? N/A 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 OP38 Good Practice Recommendations Records of fire drills should include the evacuation timescales at all times; this would provide the manager with valuable information and enable her to take remedial action, if any. The Mallards Care Home DS0000065406.V374594.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Eastern Region Commission for Social Care Inspection Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE 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 Mallards Care Home DS0000065406.V374594.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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