Care Home: The Phoenix Centre

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What the care home does well The centres assessment procedures were very thorough and care plans had been structured to ensure staff recognise the diverse needs of people living at the centre. Observation of practice and discussion with staff members confirmed the staff team had been provided with appropriate training to assist them in understanding and meeting the needs of people with specific mental healthcare problems. One staff member said, " I was very happy with the standard of training provided when I went to work at the centre. It really was excellent and helped me to understand what was required for me to be an effective team member". People spoken to said they were happy with the level of support being provided by the staff team and their needs were being met. People spoken to said routines within the centre are relaxed and flexible and are arranged around their needs. One person said, "I am really comfortable living at the centre. The staff are great and I get on well with the other people living here. I can come and go as I please which is great, as I like to go into town most days. The staff are all very respectful and always knock on your door and wait for a response if they want to see you ". Staff at the centre have been well trained and are competent to do their jobs. Observation of care practices throughout the day confirmed people are treated with respect and dignity. The centre has been decorated and furnished to a good standard to ensure the comfort of people living there. People spoken to were very happy with the standard of accommodation provided. What has improved since the last inspection? This is the first key inspection undertaken at the centre since it opened What the care home could do better: The representative from the local authority who visits the centre each month should complete a report confirming they have spoken to people living at the centre and reviewed the standard of service being provided. A copy of the report must be provided to the manager and retained at the centre and be available for inspection. This will confirm the views of people are sought as part of the centres quality monitoring systems and assist the manager to address any shortfalls in the service being provided. CARE HOME ADULTS 18-65 The Phoenix Centre Stratford Place Ferguson Road Blackpool Lancashire FY1 6RL Lead Inspector Mr Wesley Cornwell Unannounced Inspection 27th November 2007 09:30 The Phoenix Centre DS0000033251.V351170.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 Phoenix Centre DS0000033251.V351170.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 Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Phoenix Centre Address Stratford Place Ferguson Road Blackpool Lancashire FY1 6RL 01253 477045 01253 477478 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) Blackpool Borough Council Mrs Donna Marie Francis Care Home 16 Category(ies) of Mental disorder, excluding learning disability or registration, with number dementia (16) of places The Phoenix Centre DS0000033251.V351170.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 people of the following gender: Either. Whose primary care needs on admission to the home are within the following categories: Mental disorder, excluding learning disability or dementia: Code MD. The maximum number of service users who can be accommodated is: 16. Date of last inspection 19th March 2007 Brief Description of the Service: The Phoenix Centre is a detached two storey building owned by Blackpool Council. It is located within easy walking distance of local amenities and is on major bus routes that access the town centre. The building is set in private grounds with parking facilities at the front and rear of the building and is equipped to accommodate wheelchair users. The centre provides a twenty four hour responsive service to meet the needs of the local population by offering support and interventions to individuals with severe and enduring mental health problems in three separate units providing assessment and rehabilitation, respite and crisis support. There are sixteen bedrooms with en-suite bathrooms all with toilet, hand basin and shower. The sixteen bedrooms are arranged with six crisis support beds on the ground floor. The first floor is accessible by a lift, where there are six rehabilitation beds (two of which are self contained) and four respite beds. On the first floor there is a television lounge, games room, relaxation room and al laundry room. The centre has two dedicated smoking rooms available on the ground and first floors. All bedrooms have a lockable cabinet for the storage of medication and valuables and people living at the centre retain their own keys to their bedrooms and cabinets. The centre has a Statement of Purpose and Service User Guide providing information about the care provided, the qualifications and experience of the The Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 5 owners and staff and the services people can expect if they choose to live at the centre. A copy of the Service User Guide and most recent inspection report is issued to all prospective users of the service and their relatives/representatives to help them make an informed choice whether to move into the centre. The range of fees at the centre are £66.85 to £1132.00 covering all aspects of care, food and accommodation. The manager provided this information on the 27th November 2007. The Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 6 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced site visit was undertaken as part of the centres Key Inspection. The site visit commenced at 9:30am and took place over six hours. Prior to the site visit the manager of the centre completed an Annual Quality Assurance Assessment form (AQAA) providing detailed information about the service they are providing. A number of people living at the centre, their relatives, health and social care professionals and staff members were contacted for their views about the centre. Two staff members returned their surveys and their views about the centre have been included in this report. During the site visit the Inspector spoke to three people living at the centre, two staff members and the manager. Staff, care and maintenance records were also examined. A full tour of the premises was undertaken with the manager. What the service does well: The centres assessment procedures were very thorough and care plans had been structured to ensure staff recognise the diverse needs of people living at the centre. Observation of practice and discussion with staff members confirmed the staff team had been provided with appropriate training to assist them in understanding and meeting the needs of people with specific mental healthcare problems. One staff member said, “ I was very happy with the standard of training provided when I went to work at the centre. It really was excellent and helped me to understand what was required for me to be an effective team member”. People spoken to said they were happy with the level of support being provided by the staff team and their needs were being met. People spoken to said routines within the centre are relaxed and flexible and are arranged around their needs. One person said, “I am really comfortable living at the centre. The staff are great and I get on well with the other people living here. I can come and go as I please which is great, as I like to go into town most days. The staff are all very respectful and always knock on your door and wait for a response if they want to see you ”. Staff at the centre have been well trained and are competent to do their jobs. Observation of care practices throughout the day confirmed people are treated with respect and dignity. The centre has been decorated and furnished to a good standard to ensure the comfort of people living there. People spoken to were very happy with the standard of accommodation provided. The Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 7 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 Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 8 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 Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 9 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 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The admission and assessment procedures were clear to ensure the care needs of people living at the centre are met. EVIDENCE: The care plan records of three people living in the centre had full assessment information including the religious/cultural, relationship and nutritional needs. The assessments had identified areas of need, possible intervention required, peoples choices and personal goals set. Detailed risk assessments had been completed advising staff members of the action to be taken to minimize identified risks and hazards. Staff members confirmed they had access to this information and could describe in detail the care needs of the people living at the centre. People spoken to during the visit confirmed they had been involved in the assessment process and they were happy their needs were being met at the centre. The Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 10 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 and 9 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Promotion of people’s health, personal and social care is taken seriously and closely monitored to ensure they are met. EVIDENCE: Individual records are kept for each person with a plan of care setting out the action that needed to be taken by support staff to ensure all aspects of health, personal and social care needs of the people living at the centre were met. The care plans had identified areas of need, possible intervention, people’s choices and personal goals. People spoken to confirmed they had been involved in the development of their care plan and agreed with the support to be provided. The care plans were structured and were being reviewed with the people or their relative/advocate and updated to reflect any changing needs and these were being actioned as required. The daily records of three people clearly described the level of support and assistance being provided by the staff team with their daily living routines and The Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 11 any activities being undertaken. People spoken to confirmed they are treated and respected as individuals and encouraged and supported by the staff team to pursue their chosen lifestyle within acceptable boundaries. One person said, “ We are encouraged to be independent and make our decisions about our daily activities. The support I have received since I moved into the centre has been great. I am very grateful to all the staff ”. Discussion with the manager and observation of care plan records confirmed the centre has clear risk assessment management strategies in place for dealing with potential risks and appropriate action was being taken to ensure the personal safety for people undertaking activities of their choice both within and outside the centre. The Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 12 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): 12,13,14,15,16 and 17 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Education and employment opportunities are promoted to ensure people have opportunities for personal development. EVIDENCE: People living at the centre each have a personal activity plan indicating the activities to be undertaken for the week. The plan had been devised with the agreement of the person and included information about the day and time the activities were to be undertaken, venue, meal provision, transport arrangements and support to be provided. The activities included attending a local day centre, pursuing education opportunities at college, visiting relatives, shopping and undertaking activities of choice. One person said, “ I really enjoy my activities programme. You always know what you are going to be doing from one day to the next. The staff are really supportive ”. Another person said they had recently explored education opportunities and were looking forward to commencing their course next year. The Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 13 Staff at the centre had gathered information about a range of local resources available and had developed resource files, which were available for the attention of people living at the centre. One person spoken to said they found the information very helpful. People spoken to said they were happy with arrangements in place for receiving their visitors and were encouraged by the manager to maintain contact with their family and friends. Visitors were observed during the day being made welcome by the staff team. One person said, “ We can have visitors whenever we want”. People living at the centre confirmed they were happy with the routines within the centre and these were being arranged around their individual and collective needs. The people said they were provided with the choice of spending time on their own or in the lounge areas and the manager and staff respected their privacy. One person said, “ I am really comfortable living at the centre. The staff are great and I get on well with the other people living here. I can come and go as I please which is great, as I like to go into town most days. The staff are all very respectful and always knock on your door and wait for a response if they want to see you ”. People living at the centre are provided with a weekly allowance to purchase their food and are supported by staff to devise a weekly menu and budget their finances for the week. They are then encouraged with staff support to purchase their own food and prepare their own meals. This arrangement has been devised to assist with their rehabilitation and encourage independent living. One person said, “ I like having the responsibility for organising and cooking my own meals. I have really grown in confidence since I moved into the centre and have developed my catering skills ”. The Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 14 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 and 20 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Promotion of health is taken seriously and personal support is provided in a flexible and sensitive manner. EVIDENCE: Discussion with people living at the centre confirmed their personal care needs were being met as identified within their care plan and this was being delivered in a sensitive and dignified way. One person said they were able to attend to their own care and personal hygiene needs and was happy with the level of supervision and guidance available to them. Entries on care plans confirmed staff communicate clearly and work in partnership with health and social care professionals. The care plan of one person with specialised healthcare needs confirmed access to healthcare professionals was being accommodated and the person’s health was being monitored. The manager said any potential complications identified would be dealt with promptly to ensure the persons individual needs are met. The Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 15 Medication practices observed were safe and good records had been maintained. The staff members responsible for the administration of medicines had received training to ensure they had basic knowledge of how medicines are used and how to recognise and deal with problems in use. The Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 16 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 and 23 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Arrangements for complaints are handled well and taken seriously ensuring people feel listened to. EVIDENCE: The centre has a detailed complaints procedure, which is made available to all people on their admission. People spoken to said the complaints procedure had been explained to them on their admission and they were aware of how to make a complaint and felt these would be listened to and acted upon. At the time of this site visit no complaints had been received by the centre or referred to the Commission for Social Care Inspection. The centre has a procedure in place for dealing with allegations of abuse. The manager and staff spoken to had a good understanding of the procedures to be followed in the event of any allegations or suspicion of abuse or neglect. Staff members on duty said abusive practices and how to recognise these had been covered during training provided by the centre. The Phoenix Centre DS0000033251.V351170.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): 24,26 and 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The centre has a planned maintenance and renewal programme for redecoration and refurbishment to ensure people live in a comfortable, homely, clean and safe environment. EVIDENCE: The centre has been well maintained and decorated for the comfort of people living there. All furnishings were of a good standard and helped to provide a homely environment. Communal areas include lounges, games room, relaxation room, two dedicated smoking rooms and shared kitchens on both the ground and first floor. People spoken to were very happy with the standard of accommodation being provided and said they felt completely at home. A tour of the building confirmed bedrooms had been personalised with peoples own belongs and decorated and furnished for their comfort. Each bedroom had The Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 18 been fitted with a lock and the person issued with their own key ensuring their privacy was being promoted. All bedrooms are en-suite providing a toilet, hand basin and shower. Each bedroom has a lockable cupboard for the storage of medication and valuables. One person spoken to said they liked to spend time in their room reading and listening to music and the manager and her staff always respected their privacy. Hot water temperatures throughout the home were checked and found to deliver water at a safe temperature in line with health and safety guidelines. It was observed during the visit the centre was clean and hygienic ensuring a pleasant environment in which to live. The Phoenix Centre DS0000033251.V351170.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 and 35 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The centres recruitment procedures are robust and these provide safeguards for the protection of residents. EVIDENCE: Staffing levels were sufficient for the number of people living at the centre. People spoken to said they were happy with the care and support they receive and were well treated by the staff team. Staff members were observed supporting people to undertake activities identified in their personal activity plan. People spoken to all said they were very happy with the level of support they were receiving and enjoyed being able to pursue individual activities of their choice. Staff spoken to said they were clear about their role and felt they worked well as a team to ensure the individual and collective needs of residents are met. One staff member said, “ Before I commenced working at the centre I attended a structured induction training programme over two weeks. It covered area’s such as risk management, principles of care, understanding the Care Standards and Equality and Diversity issues. I found the training very The Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 20 informative and useful ”. Records show all staff members have access to a structured training and development programme ensuring the people living at the centre are being cared for by a well trained and competent staff team. Over 70 of support staff have achieved National Vocational Qualifications (NVQ). This will ensure the people are in the safe hands of a qualified and competent staff team. Examination of staff records showed good systems were in place for obtaining relevant documentation for staff members employed at the centre ensuring the protection of people living there. The Phoenix Centre DS0000033251.V351170.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 and 42 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The centre is well run and has policies and procedures in place to ensure the health and safety of staff and people living at the centre are promoted and protected. EVIDENCE: The manager of the centre has many years experience working in residential care and working with individuals with mental health problems. She is a qualified social worker registered with the General Social Care Council and has achieved a National Vocational Qualification level 4 in care. In addition she has achieved a relevant management qualification and has access to training to ensure her knowledge and skills are updated and the centre is well run and for the benefit of people living there. The Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 22 People living at the centre were very positive in their comments about the manager and her staff who were described as being friendly, approachable, very helpful and professional. The centre has effective quality assurance systems in place to monitor the level of service being provided for people living there. Regular meetings are held with the staff team and people living at the centre to receive feedback about the performance of the service. One person said they had recently been nominated as a representative for the people living at the centre to speak on their behalf at meetings and discuss with the manager any issues they may have about the service being provided. The person said they would be seeking the views of other people at the centre and discus their feedback with the manager. In addition the manager has recently introduced a quality assurance monitoring system to monitor the level of efficiency and effectiveness of the service being provided. People spoken to during the visit all said they were being consulted about the service being provided and were satisfied with the standards being provided. The centre receives a monthly unannounced visit from a representative of the local authority to monitor standards and speak to people using the service. The manager was reminded it is a requirement under regulation 26 of the Care Homes Regulations that the representative produces a report on the conduct of the home and makes a record of conversations held with people living and working at the centre. A copy of the report must be provided to the manager and retained at the centre. This matter must be addressed to ensure compliance with the Care Homes Regulations. Inspection of maintenance records confirmed facilities and equipment was being maintained as required by health and safety legislation to provide a safe environment for residents and staff. Risk assessment strategies were in place to ensure safe working practices and these were being regularly reviewed and updated. The Phoenix Centre DS0000033251.V351170.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 3 ENVIRONMENT Standard No Score 24 3 25 X 26 3 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 4 33 X 34 3 35 3 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 3 15 3 16 3 17 X PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 3 X 2 X X 3 X The Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 24 No 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 YA39 Regulation 26 Requirement The representative of the registered provider must complete a report following their monthly unannounced visit and ensure a copy is provided to the manager and retained at the centre. Timescale for action 03/01/08 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations The Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Lancashire Area Office Unit 1 Tustin Court Portway Preston PR2 2YQ 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 Phoenix Centre DS0000033251.V351170.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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