Care Home: The Mount And The Olives

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What the care home does well The Mount has managed to create a big family home. Considering the number of people who live together, it is pleasantly surprising how they all get on together and care for each other. The welcome was genuine and it was very apparent that the people living there really do see this as their home. Staff are in the background prompting and facilitating. Even one of the staff said I have two homes it just happens I work in this one. Some of the people living at the home had been there 30 years and said that they were very happy; one said "This is my family". The Olive, is the house attached to The Mount where two people live independently with staff based within The Mount on hand when they require any support. What has improved since the last inspection? The files for staff and people who use the service are now kept securely and confidentially in individual files. CARE HOME ADULTS 18-65 The Mount And The Olives 9, 11 & 13 Delamark Road Sheerness Kent ME12 1RB Lead Inspector Sally Hall Unannounced Inspection 11 March 2008 08:15 th The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 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 Mount And The Olives DS0000024026.V359486.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 Adults 18-65. 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 Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Mount And The Olives Address 9, 11 & 13 Delamark Road Sheerness Kent ME12 1RB 01795 665048 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) Isle of Sheppey Mencap Mr Kenneth Shaw Care Home 16 Category(ies) of Learning disability (16) registration, with number of places The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. Date of last inspection 10/07/06 Brief Description of the Service: The service offers 11 beds in the main house, The Mount and two in the adjoining property, The Olives where service users are semi-independent. The main house has three floors, with bedrooms on the first, second and third floor. The adjoining property has three floors with bedrooms on the first and second floor. Both homes are located next door to each other in the centre of Sheerness within a short walking distance of all local amenities. The facility was first registered in 1977, having been built and supported by the local community, from where service users are admitted. Within the confines of the physical layout of the premises, some efforts have been made to comply with the environmental standards, largely by using former double rooms as singles when service users have left. The fees range from £350 per week but are dependent on the level of care required. The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 star. This means the people who use this service experience good, quality outcomes. This unannounced key Inspection at The Mount and the Olives took place on the 11th March 2008 between 8.15am and 3.25pm the inspector was Sally Hall On the day of the inspection the Inspector agreed and explained the inspection process with the Registered Manager and his deputy. Time was spent reading a sample of care plans, written policies and procedures and records kept within the home. A lot of time was spent through the day talking to the people who use the service and their views are reflected in the report. Staff were spoken with and a tour of The Mount was undertaken with the help of several people who use the service. The focus of the inspection was to assess The Mount and The Olives in accordance with the National Minimum Standards for Younger adults. In some instances the judgement of compliance was based solely on verbal responses given by those spoken with. The Inspector used a varied method of gathering evidence to complete this inspection, pre-inspection information such as the previous report and discussion and correspondence with the registered provider was used in the planning process to support the inspector to explore any issues of concern and verify practice and service provision. What the service does well: The Mount has managed to create a big family home. Considering the number of people who live together, it is pleasantly surprising how they all get on together and care for each other. The welcome was genuine and it was very apparent that the people living there really do see this as their home. Staff are in the background prompting and facilitating. Even one of the staff said I have two homes it just happens I work in this one. Some of the people living at the home had been there 30 years and said that they were very happy; one said “This is my family”. The Olive, is the house attached to The Mount where two people live independently with staff based within The Mount on hand when they require any support. The Mount And The Olives DS0000024026.V359486.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 Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 2 The people who use the service experience good out comes in this area. This judgement has been made using available evidence including a visit to this service. The people who use the service would have a full assessment as well as spending time in the home before a place would be offered. This way if they were to be offered a place at the home they cold be sure the staff could meet their needs. EVIDENCE: Although the home has not had any new people admitted to the home in the last five years they do have an assessment tool that they would use to evaluate the care that an individual would need. The assessment includes areas of equality and diversity to ensure that adjustments can be made to ensure that any one group is not disadvantaged. The manager and deputy both explained that they would involve the other people who use the service in the placement as it is so important that they are happy and comfortable with any new person who comes to live with them. The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6,7,9 The people who use the service experience good out comes in this area. This judgement has been made using available evidence including a visit to this service. The people who use the service benefit from having care plans that identify their individual needs, and aspirations, which give clear guidance to staff. The people that use the service are treated with respect with their dignity and independence being encouraged to promote self worth. EVIDENCE: The home and its staff are committed to supporting the people who use the service in accordance with their needs and wishes. This was evidenced through the care plans, which detailed the areas of support that the people who use the service needed and how this support is provided by the staff. The people who use the service have reasonable communications skills and are therefore for able to express their own choices, given time and encouragement. The way each service user is able to communicate is documented so that where there are difficulties staff are able to understand The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 10 when the person is happy or not happy with what is occurring. The personal care sheets also included guidelines in respect to routines and behaviour. The deputy manager with staff on a regular basis reviews these and reassesses each person. People who use the service participate and communicate their views to develop the individual care plans. Each individual persons likes and dislikes have been recorded and have been used to formulate their plan of care. Staff have the necessary training and experience to support and encourage the individual to be fully involved. A key worker system provides additional support enabling one to one involvement. Plans sampled demonstrated that where there are limitations on choice or facilities, staff are sufficiently in tune with the individual to make that choice with them. Risk assessments were not very detailed and they did not indicate the status of the risk, high, medium or low and any intervention required to minimise such risk. By cross referencing the assessments and support plans it was apparent that some risks are indeed high and therefore need a stand alone risk assessment with risk management strategy. The deputy manager worked on a format for these during the inspection process and is implementing these. However it was apparent that staff were very aware of the risks and there responsibility regarding these. They were also aware that there are risks associated with independence and that the people who use the service should be supported to take agreed risks. The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,15,16,17 The people who use the service experience good out comes in this area. This judgement has been made using available evidence including a visit to this service. People who use the service engage in a good level of activities, which are appropriate to their needs and capabilities. They are supported to maintain contact with family and friends, which ensures they continue to receive stimulation and emotional support. The people who use the service also enjoy appetising meals and balanced diet offered at the home. EVIDENCE: Discussion with the Registered Manager, the people who use the service and staff confirmed that the level of activities were of a high level and good quality for residents. They enjoyed a good level of stimulation through leisure and recreational activities both inside and outside the home. The home sees The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 12 community presence as a priority and opportunities have been found for the people who use the service to interact with groups locally. When possible opportunities have been made for individuals to be involved in educational or development programmes, with one person currently attending college two days a week. The course includes English and Maths and the person spoke about it, and is very please that they have now reached the second level and has a certificate. It was also apparent that staff and other people who use the service are very proud and give lots of encouragement. It was confirmed that the people who use the service are enabled to maintain contact with relatives and friends where they wished to do so. Relatives are always made to feel welcome confirmed the staff and the people who use the service. One person explain how at the weekend she had visited her Mum in a home in St Leonard’s for the day. During the visit to the home the people who use the service were seen participating in the running of the home. They happily got on to jobs that are shared out though the week like washing up clearing the tables etc. they also have personal responsibilities like stripping their beds every week and putting the sheets on to wash. One of the nice things was the way that the people who live at the home, wanted to show what they were doing and how they took a pride in there achievements and also how they helped each other. The meals provided in the home are cooked by the staff, the menu has been devised to take into consideration each persons likes and dislikes. Therefore the menus do vary day to day, they also provide alternatives if what is on offer is not liked. Staff confirmed that the majority of meals are cooked from fresh ingredients and support given by people who use the service. Observation of the lunchtime meal indicated that the people at the home were very happy with the meal provided that day. The dining area is part of the larger lounge, it is homely, and a suitable space for taking meals. The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18,19,20 The people who use the service experience good out comes in this area. This judgement has been made using available evidence including a visit to this service. The people who use the service can feel confident that they will be supported in the way they prefer and that has been agreed with them. That staff will monitor their healthcare needs and facilitate professional help when required. The staff make sure that each individual takes and monitors the medication they are prescribed to help keep them well. EVIDENCE: Times of getting up / going to bed, having baths, eating meals and other activities are flexible to allow for different people who use the service daily routines. The inspector observed excellent interaction between staff and the people who use the service. It was good to see that many of the people who use the service are very much in control of what they do through the day. The documentation seen confirmed that all residents have a GP and visits from other health professionals are arranged and enabled. The health care issues of the people who use the service were seen recorded in the daily record. With The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 14 any visits by health professionals being documented within separate documents pertaining specifically to their health and welfare needs. The manager reported that at the time of the inspection none of the people using the service were undertaking management of their own medication. The inspector viewed the storage arrangements and some records including Medication Administration Record (MAR) sheets, MAR sheets were completed correctly and medication was stored appropriately. The manager confirmed that all staff that dispenses medication has received the appropriate training. The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22,23 The people who use the service experience good out comes in this area. This judgement has been made using available evidence including a visit to this service. People who use the service can be confident their concerns and complaints are taken seriously. However staff at the home have not had recent training regarding recognising and reporting adult abuse which could leave the people who use the service vulnerable. EVIDENCE: A copy of the complaints procedures was seen in the entrance hall at the home, it was available in only one format, which was not user friendly. The procedure included details of how to complain, it gave information about who people could complain to other than the home if that is what they would like to do. The people who used the service all knew how to make a complaint and who they would talk to if they were not happy. The complaint procedure is kept in the entrance to the home, this is removed daily by one of the people who use the service, it then replaced with a new one on a daily basis. The home’s Policy for the Protection of people who use the service and staff “Whistle blowing” procedure were discussed. The copy of the Local Authority’s safeguarding protocol, which should be used by the home, was very out of date, the manager did ring up to get the updates during the inspection process. Full training is not provided in adult abuse, this was discussed with The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 16 the registered manager and his deputy who says it will be arranged as a priority for all staff. However all staff have completed adult protection with in the units of the National Vocational Qualification level 2 in care. The registered manager was reminded that this training has to be updated in line with good practice recommendations. The home promotes an open culture where the people who use the service can feel safe and supported. Incidents are documented and reported to the care managers at Social Services and the CSCI (Commission for Social Care and Inspection). Such notifications have been received by the CSCI. Showing the home is responding appropriately. All staff working within the service has a CRB (Criminal Records bureau check). It is recommended as best practice that CRB checks to be renewed each three years. The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24,25,30 The people who use the service experience good out comes in this area. This judgement has been made using available evidence including a visit to this service. People who use the service benefit from living in a clean comfortable home, which is suitable for their needs. EVIDENCE: A tour of the building was undertaken and included viewing some people who use the services bedrooms with them as a guide. Fixtures and fittings and general decoration were seen to be in the opinion of the inspector to be of a variable quality and in need of some degree of re-decoration or refurbishment. The homes colour scheme is mainly white. It would be considered to be good practice if the people who use the service have the opportunity to chose the colour for their bedrooms. The registered manager said that they use white because if it gets dirty it is easy to repaint and it is cheaper. This is not evidence of good practice. The bedrooms had been personalised by the people The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 18 who use the service, with themes that interest them as individuals, for example one room had football as a theme another was Elvis Presley. The Olive was not visited on this occasion. The homes do have a man who takes care of day to day maintenance issues including redecoration. The number of toilet and bathroom facilities provided by the Home meets current required standards. The homes does not have an industrial washing machine or tumble dryer, but the domestic versions are suitable for the needs of the people who use the service. The laundry floor finishes are impermeable and these and wall finishes are readily cleanable. The laundry area is also used for other things including storage but is very much like a utility room you would find in peoples homes. It is the same in the kitchen, it is not like the kitchen you would find in most residential homes, but these areas are used by the people who use the service and are homely. The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32,34,35 The people who use the service experience good out comes in this area. This judgement has been made using available evidence including a visit to this service. The people, who use the service, care, social and emotional needs are promoted by the employment of caring staff many of whom have worked at the home for many years. However some of these staffs training needs have not been met by the home, which may mean they do not have all the skills they require to meet some individual needs. EVIDENCE: The staffing rota was seen and showed that the staffing levels are adjusted depending on what the needs are for each day. For example if an outing is happening for most of the people who use the service then more staff are made available, some go out with people who use the service and others stay at the home to be with any that decide to stay. The home employs on the basic rota a minimum of two staff throughout the day and one waking night staff, this is however under review. it was clear form the rota that levels through the day often exceed this. The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 20 The manager has not undertaken a qualification such as a RMA (Registered Managers Award) but has 34 years experience in running the home. His deputy who works closely with the manager has gained this award. Staff training records were seen it did show that some of the training certificates are out of date and some training has not been undertaken. The manager confirmed that this would be addressed. However all but one member of staff has gained an National Vocational Qualification level 2 in Care, and that member of staff has now started this. This is to be commended. The staff files for the last two staff to be employed at the home were seen, they had the majority of the required documentation, the manager had not however kept copies of the ID that he had seen when arranging the CRB check. There was however a photo of each member of staff on file. References had been sent for and a copy of the interview was available. The manager explained that new staff are put on the rota as extra staff until the CRB check has been received and shown to be satisfactory, that way they are chaperoned at all times. The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37,39,42 The people who use the service experience good out comes in this area. This judgement has been made using available evidence including a visit to this service. The people who use the service benefit from living in a well run and managed home. They can feel confident that staff will take all reasonable steps to ensure their health and safety/ welfare is protected by following procedures and doing safety checks. EVIDENCE: The registered manager confirmed that he has not undertaken the required qualification but that he has 34 years experience of managing the home. The deputy manager has gained the registered managers award and they work closely together to run the home. There management skills have been proven in the positive outcomes for the people who use the service. The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 22 The manager communicates a clear sense of direction, is able to evidence a sound understanding of the people who use the service’s needs. Evidence supports that he puts the needs of these people first and is very supportive of staff. The way that this homes deal with quality assurance is by the deputy manager spends time each week with the people using the service either individually or alone. They discus the coming week, events in and out side the home, there views on things happening in the home and any changes they would like to see. This information is recorded and action taken where appropriate to improve the running of the home etc. The manager explained procedures and records were viewed relating to maintenance and servicing, and risk assessments for the home were seen. Of the certificates viewed it evidenced that the necessary checks and servicing had been carried out, the electrical certificate was out of date but the manager remembered that the electrician had been in and was going to follow up what had happened to the certificate and confirm it was current. The fire logbook was seen and checks had been undertaken, a fire risk assessment was in place Most staff have undertaken training pertaining to health and safety issues but not all certificates are in date, this does need to be reviewed and training certificates need to be up to date. The manager was reminded that it is good practice that moving and handling training is yearly, basic food hygiene, 2 yearly, adult protection 3 yearly. The Mount And The Olives DS0000024026.V359486.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 Adults 18-65 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 X 2 3 3 X 4 X 5 x INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 2 ENVIRONMENT Standard No Score 24 3 25 2 26 x 27 x 28 x 29 x 30 3 STAFFING Standard No Score 31 x 32 3 33 x 34 3 35 2 36 x CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 x 2 x LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 x 3 x 3 x x 3 x The Mount And The Olives DS0000024026.V359486.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1 Standard YA35 Regulation 18(1)(c) Requirement The registered person ensures that there is a staff training and development programme which meets the Sector Skills Council workforce training targets and ensures staff fulfil the aims of the home and meet the changing needs of service users’. By ensuring training required such as safeguarding adults is undertaken by all staff and refreshed as per the good practice guidelines. Timescale for action 30/11/08 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 Refer to Standard YA6 Good Practice Recommendations Consider archiving old paperwork to make the people who use the service’s files easier to access current information, ensuring that clear goal setting is part of the individual care planning. The people who use the service are given the opportunity to chose the colour of the walls in their bedroom. DS0000024026.V359486.R01.S.doc Version 5.2 Page 25 2 YA25 The Mount And The Olives Commission for Social Care Inspection Maidstone Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT 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. 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