Care Home: The Willows Residential Care Home

Similar services:

• Fairfields Country Rest Home
• Poldhu
• Queensmount
• Trevaylor Manor
• Didsbury Court Rest Home
• Belma
• Hunters Care Centre
• Manor Lodge

What the care home does well Residents are really well supported to live a fulfilling life. We witnessed staff and residents taking part in a games and exercise session together and singing along with music .We noticed how residents are well supported to enjoy a fulfilling life. Residents are very satisfied with how their needs are met. Examples of comments made by residents included, I would say it was a good home ,I`m very fortunate to be here ` , `I`m part of the fixtures here `, and `the staff are marvellous`` The staff do a some of training to help them better understand residents needs. This helps staff to treat residents as unique individuals. Staff help residents meet their needs, and support them to do as much for them as they are able. Residents are provided with a well-balanced and varied diet. What has improved since the last inspection? This is the first inspection of the home since the new owner Mrs. Faridah Webb took over running the service in May 2008 What the care home could do better: Ensure all the staff go on more regular `safeguarding ` training to help them keep up to date in their understanding of the principals of the protection of vulnerable adults from abuse . While the medications concerned were homely remedies each homely remedy should be clearly written on the medication chart. Ensure staff supervision sessions are kept up to date and up to date supervision records are kept. These are needs to show that staff are being properly monitored in their work CARE HOMES FOR OLDER PEOPLE The Willows Residential Care Home Court Road Sand Bay Weston Super Mare North Somerset BS22 9UT Lead Inspector Melanie Edwards Unannounced Inspection 8th October 2008 12:23 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 Willows Residential Care Home DS0000071651.V372726.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 Willows Residential Care Home DS0000071651.V372726.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Willows Residential Care Home Address Court Road Sand Bay Weston Super Mare North Somerset BS22 9UT 01934 628020 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) Mrs. Faridah Webb Young@heart (The Willows) Care Home Ltd Mrs Kathleen Donna Merrett Care Home 20 Category(ies) of Old age, not falling within any other category registration, with number (20) of places The Willows Residential Care Home DS0000071651.V372726.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care home only - Code PC to service users of either gender whose primary care needs on admission to the home are within the following category: 2. Old age, not falling within any other category (Code OP) The maximum number of service users who can be accommodated is 20. New Service Date of last inspection Brief Description of the Service: The Willows Grange provides personal care for up to 20 elderly residents. The home is situated in the village of Sandbay in Weston Super Mare. Mrs. Faridah Webb bought the home in May 2008. Mrs Kathleen Donna Merrett Is the registered manager, Accommodation is in a converted modern style residential house with a modern extension. . A lift is provided for access to all floors. Three of the bedrooms have en suite facilities. There is a large garden with lawns at the front of the building and a patio area to the rear. The home can sometimes accommodate residents’ pets, subject to prior agreement. The aims and objectives of the service are to provide personal care for up to twenty older persons. The fee range is £370 to £420. The Willows Residential Care Home DS0000071651.V372726.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. We met and spent time with twelve of the eighteen residents at the home. We spent time discreetly observing the residents and staff together. We looked at how the residents are helped with their needs . We ate a portion of the lunchtime meal . We met the registered manager Mrs Merrett, four of the care assistants and the chef. We looked at a range of different records relating to the running and management of the home. The records that we looked at included two care plans, two assessment records, medication records, staff duty rosters, supervision information, staff training records, employment files, accident records, fire records and residents menus. We saw the environment throughout The ‘AQAA’ (an annual quality assessment document that all homes are required to complete) has been used to help form the judgments in the report. We found the home was operating within the required conditions of registration set down by us. The conditions of registration set out the type of care and the needs of residents as well What the service does well: Residents are really well supported to live a fulfilling life. We witnessed staff and residents taking part in a games and exercise session together and singing along with music .We noticed how residents are well supported to enjoy a fulfilling life. Residents are very satisfied with how their needs are met. Examples of comments made by residents included, I would say it was a good home ,I’m very fortunate to be here ’ , ‘I’m part of the fixtures here ’, and ‘the staff are marvellous’’ The Willows Residential Care Home DS0000071651.V372726.R01.S.doc Version 5.2 Page 6 The staff do a some of training to help them better understand residents needs. This helps staff to treat residents as unique individuals. Staff help residents meet their needs, and support them to do as much for them as they are able. Residents are provided with a well-balanced and varied diet. 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 Willows Residential Care Home DS0000071651.V372726.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 Willows Residential Care Home DS0000071651.V372726.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): 1,3,6Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents and their significant others can get hold of a good range of information to make a choice about whether to live at the home. Residents’ needs are well assessed. The Home does not provide intermediate care for residents. EVIDENCE: To get a good idea about how people can find out what services there are at the home and what daily life is like we looked at a copy of the service users guide and the statement of purpose. We saw a copy of both of these documents is kept in the entrance hall .This means anyone can read them. The Willows Residential Care Home DS0000071651.V372726.R01.S.doc Version 5.2 Page 9 We saw in the statement of purpose and the service users guide a good lelve of information about the service residents can expect, the qualifications of the staff employed, and the accommodation. The philosophy of care in the home and how the service aim to meet residents needs is also included. The complaints procedure is in each service users guide so residents know how to complain about the service. We looked in detail at two of the residents assessment records to see how well the needs they have are assessed. We found the assessment records were adequately detailed. They showed the residents range of physical, mental and social needs had been assessed. The actions taken to support the person had also been recorded in the assessment records. The assessment records we read were being regularly reviewed and updated. Assessment records must be regularly reviewed as this information forms the basis for deciding what sort of care and support residents will need. We talked to the tem leader, and two care staff about how residents’ needs are assessed. They explained how the manager will take specific responsibility for writing residents assessments and accompanying care plans. The staff demonstrated a really good understanding of what residents are . We saw the staff assist the residents with their care , and we saw that they meet residents needs in the way set out in the assessment records and care plans . The Home doesn’t provide intermediate care for residents. The Willows Residential Care Home DS0000071651.V372726.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): 7,8,910 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents needs are well met and care plans and assessment records demonstrate this effectively Residents health needs are met in the home Residents are well treated by the staff who are respectful to them. EVIDENCE: We looked in detail at two of the residents care plans so that we could see how they well they are being helped and supported with their needs. We found the care plans to be informative and they showed how to meet the needs of the person. The care plans set out what actions staff must follow to assist the resident to meet their needs. Residents care plans had been regularly reviewed to show that their needs could still be met. The Willows Residential Care Home DS0000071651.V372726.R01.S.doc Version 5.2 Page 11 We noticed that all of the staff knocked on bedroom doors before entering them and assisting residents in a polite and respectful manner. This shows the staff respect privacy. The residents that we met told us staff are helpful, kind and caring, when they help them with their needs. The residents spoke to us really positively about the polite attitude of the staff that help them. Examples of comments made by residents included, ‘ the carers really do care, if you have got a problem you can go to them a ’ ` the carers are marvellous even the new ones ’, ‘ the staff do a very good job ’, and ‘ the staff are excellent ’. We saw in residents care record a written health record. These record when residents see a doctor, optician, dentist and chiropodist and what treatment may be required. There was information in the daily records that demonstrated staff monitor and observe residents and call a doctor if concerned. Residents are registered with local GP surgeries. Community nurses also support them with their health if needed. This helps to shows how residents’ health care needs are met. We were sent seven survey forms back from residents and their families Residents told us that they were very satisfied by the overall standard of care they receive. We looked in detail at the practices and procedures for giving residents medication, and for the storage and disposal of it. We saw the senior carer give residents their medication at lunchtime .We noticed that the senior carer was calm and patient and took time with each resident to make sure they had their medication. We looked at five of the residents’ medication administration charts in detail. We saw a photograph of each resident kept with the chart for identification purposes. The charts we saw were reasonably clearly written. However we saw one entry written by staff at the home for medication to be given. This entry on the chart did not clearly state what the medications were that the resident was taking . While the medications concerned were homely remedies , it is still advised that each homely remedy should be clearly written on the medication chart . . Medication stock was generally satisfactorily organised. There was a satisfactory system for ordering and receiving medication, and the records were up to date. Medication stock is stored in a cupboard in a movable metal drugs trolley, which is kept in a locked clinic room. The Willows Residential Care Home DS0000071651.V372726.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): 12,13,14,15.Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents are able to do some low key social and recreational events and activities both in and out of the home Residents are able to keep close contact with family and friends if they so wish. Residents are able to exercise choice and control in their daily lives. Residents can enjoy a well cooked and nutritionally well balanced diet. EVIDENCE: The residents we met told us they can do a range of low key activities in the home. However two residents did tell us that recently activities have ‘droped off a bit ‘’.We discussed this with the registered manager who told us there are plans to make sure activities continue to happen more regularly The sort of activities that are planned for the near further include, a drives to the Weston Super Mare and to the shops, arts and crafts sessions, games, musical afternoons, and gentle exercise classes. The Willows Residential Care Home DS0000071651.V372726.R01.S.doc Version 5.2 Page 13 There is a dog, who visits the home every three months and this is known as ‘pet therapy’ and likes the company of the residents. Residents told us how much they liked the dog. We saw some of the residents have visits from their family and friends during the inspection. Visitors said that the staff are welcoming and friendly. Residents and visitors can have lunch together if they so wish on request There is a relaxed and flexible visiting policy this benefits residents as this means they can keep in contact with family and friends. Residents told us that yes they are able to choose what time they get up and what time they go to bed. Residents said they are asked about the meal options and their likes and dislikes. There are residents meetings held in the home. These are good way for residents to exercise choices and have some autonomy in their daily lives. We took the opportunity to sample lunch with a small group of residents .The meal was beef casserole with potatoes, and three cooked fresh vegetables followed by choices of deserts. We found the meal tasty, well cooked and well presented. All of the residents that we spoke to commented very positively about the food served at the home. We also checked the residents menu to find out if residents are consistently provided with a well balanced diet .The meal options seen were nutritionally well balanced and varied. There are choices available each day, and staff ask residents what they wish to eat each day. Special diets can be catered for and there are a variety of special meals provided for residents if required. The Willows Residential Care Home DS0000071651.V372726.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): 16,18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents’ complaints will be dealt with properly and are taken very seriously. Residents are protected from the risk of harm or abuse. EVIDENCE: We saw copies of the complaints procedure in the reception area and in the dining room .We noticed that the procedure includes the name of the Commission for Social Care Inspection for anyone who wishes to contact us. How to contact the owners of the home is also explained if people wish to contact him directly to make a complaint. The residents we met told us they would make a complaint to the manager, any of the staff. The residents said that staff take their complaints really seriously . This tells us the home welcomes and responds positively to complaints. We looked at the complaints record to see how well complaints are dealt with. There had been no complaints received since the last inspection. Some of the staff team have now done training to ensure they are up to date in their understanding of the principle of ‘safeguarding ’ residents from abuse. However we saw in three staff training records that three staff have not done The Willows Residential Care Home DS0000071651.V372726.R01.S.doc Version 5.2 Page 15 ‘safeguarding ’ training for four years .The manager told us they will book staff to attend courses on this subject run by North Somerset Council We spoke to staff about the subject of ‘ safeguarding ’ residents from abuse The staff demonstrated a good understanding of what to do to protect the residents from harm. The Willows Residential Care Home DS0000071651.V372726.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): 19,20,24,25,26Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents live in a home that is kept clean and satisfactorily maintained. Residents live in a home that is suitable to live in and has the necessary adaptations and equipment in place. EVIDENCE: The Willows is a new style building, it is a large house set in its own grounds in the village of Sandbay in Weston Super Mare . The home is near to private houses, shops, the sea front and a restaurant. The building is set in its own grounds, the garden looked satisfactorily maintained. There are patio seats and an area where residents can sit and walk safely. The Willows Residential Care Home DS0000071651.V372726.R01.S.doc Version 5.2 Page 17 We saw residents sat outside during the inspection; they looked very comfortable and relaxed in the surroundings. There are two lounges and a good sized dining room .The residents that we saw sitting in this room looked very comfortable and relaxed in the surroundings. We found that the fixtures and fittings are domestic and of a reasonable standard. Bedrooms have been made to look more personalised to reflect the tastes of residents. There were photographs, mementos and small items of furniture in residents’ bedrooms. The standard of furniture and fittings is satisfactory. We saw staff working hard cleaning the home. We found the Home to be clean and tidy in all of the areas that we saw. Bedrooms have en suite facilities, so that residents have the additional privacy of using their own toilet and sink. There are hot water temperature regulators fitted to all hot water outlets to which residents have access, and these are routinely tested. Radiators are fitted with low surface temperature covers. Windows are restricted, and this all helps to make the environment safer for the residents. The Willows Residential Care Home DS0000071651.V372726.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): 27,28,29,30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents are cared for by enough well trained staff ,who are meeting their needs. Residents are generally protected by the homes employment practises and procedures. EVIDENCE: We checked the number of care staff to see if there is enough staff on duty to support residents. There is a minimum of two care assistants in the morning, with two to three care assistants on in the afternoon. At night there are two care assistants on duty. There are additional staff members on duty on a regular basis, if needed to give extra support to residents both in and out of the Home. Ms Mathews the registered manager works full time management hours. The staff who were on duty were really warm and friendly when supporting the residents. Many of the staff have worked at the home for a number of years and it is evident residents and staff have a really good rapport The Willows Residential Care Home DS0000071651.V372726.R01.S.doc Version 5.2 Page 19 There are full time catering, and domestic staff also employed although the number of these staff was not reviewed. We looked at the training records of three of the care staff so that we could see if they do a good range of training. We saw evidence that demonstrated the staff had done training sessions, and updating over the last twelve months. There is now a good number of care staff in the Home who have now completed National Vocational Qualifications in care. We checked the staff employment files of three care staff. We saw the necessary employment checks had been carried out for the permanent staff who work at the home. However there are two agency staff who have worked in the home on very a regular basis since September of this year We did not see a POVA 1st check , a Criminal Records Bureau checks check or two written professional references, for these staff. Mrs. Webb came to the home during the inspection and said she had been trying to get the information from the Agency who recruited the staff for the home. We were contacted after the inspection, and this information has now been made available and is in the home The Willows Residential Care Home DS0000071651.V372726.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): 31,33,35,38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents live in a home that is run in their best interests Staff are supervised in their work However there must be a ‘ tightening’ up in current practise to help them to better support residents. Residents’, staff, and visitors, health and safety is generally satisfactorily protected. EVIDENCE: Mrs Kathleen Donna Merrett is the registered manager. She has been the manager of the home for six and a half years. Mrs. Webb who owns the home since May 2008 also owns another other care home .Ms Merrett is supported in her work by Mrs Webb The Willows Residential Care Home DS0000071651.V372726.R01.S.doc Version 5.2 Page 21 We were told by the staff that staff meetings are held regularly. We had a look at recent minutes that demonstrated staff are consulted, and their views listened to by the manager. We saw the homes system for monitoring the quality of the care and the overall service. We looked at the residents survey forms that are one method used to audit the care and service in the home. We could see that the views of residents are obtained, so that the home can improve further the standards in the home. We saw some written evidence of regular supervision sessions by Ms Merrett with the staff. Supervision is a way of assisting staff them in their work and in understanding the needs of residents. However when we looked at a sample of supervision records, these showed staff supervision sessions had not been taking place regularly since last year. We check the finance records of two resident’s .The home will hold residents money for safekeeping if needed to . We could see when we checked the records that the cash and record totals are kept separately. Records were up to date and we saw receipts for all items that residents had purchased. There is a regular health and safety audit of the whole environment carried out . This information is aimed at addressing health and safety areas through the home. We looked at a sample of recent accident records to find out what action is taken after residents have an accident. The accident records showed the managers in detail the nature of the accidents and what may have caused it. They also monitor all follow up action taken by staff to assist the resident involved in the accident over a period of days after the event. Staff do training in health and safety matters including first aid, food hygiene training and moving and handling practises. This helps to show that residents’ health and safety is protected. We checked the fire logbook record and it showed fire alarm tests and drills are being carried out. The Willows Residential Care Home DS0000071651.V372726.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 3 X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 3 X X X 3 3 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 The Willows Residential Care Home DS0000071651.V372726.R01.S.doc Version 5.2 Page 23 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. 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. Refer to Standard Good Practice Recommendations The Willows Residential Care Home DS0000071651.V372726.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection South West Colston 33 33 Colston Avenue Bristol BS1 4UA National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI The Willows Residential Care Home DS0000071651.V372726.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. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!