Forge Street Day Care Support Service Without Care at Home 261 Forge Street Germiston Glasgow G21 2AR Telephone:

Transcription

1 Forge Street Day Care Support Service Without Care at Home 261 Forge Street Germiston Glasgow G21 2AR Telephone: Type of inspection: Unannounced Inspection completed on: 7 November 2014

2 Contents Page No Summary 3 1 About the service we inspected 4 2 How we inspected this service 6 3 The inspection 10 4 Other information 23 5 Summary of grades 24 6 Inspection and grading history 24 Service provided by: Glasgow City Council Service provider number: SP Care service number: CS If you wish to contact the Care Inspectorate about this inspection report, please call us on or us at enquiries@careinspectorate.com Forge Street Day Care, page 2 of 26

3 Summary This report and grades represent our assessment of the quality of the areas of performance which were examined during this inspection. Grades for this care service may change after this inspection following other regulatory activity. For example, if we have to take enforcement action to make the service improve, or if we investigate and agree with a complaint someone makes about the service. We gave the service these grades Quality of Care and Support 5 Very Good Quality of Environment 5 Very Good Quality of Staffing 4 Good Quality of Management and Leadership 4 Good What the service does well The staff in the service are well established. They know and are known by the people who use the service. The people who use the service speak highly of both the service and the staff. What the service could do better The service should ensure that audits and quality assurance systems are fully implemented and checked on a regular basis. What the service has done since the last inspection The service has maintained the delivery of a service that is valued by those who use it. Conclusion The service continues to deliver a very high standard of care and support to all who use it. A committed staff and management team work hard to ensure that the experiences of people who use this service are positive ones. Forge Street Day Care, page 3 of 26

4 1 About the service we inspected The Care Inspectorate regulates care services in Scotland. Information about all care services is available on our website at This service was previously registered with the Care Commission and transferred its registration to the Care Inspectorate on 1 April Requirements and recommendations If we are concerned about some aspect of a service, or think it could do more to improve its service, we may make a recommendation or requirement. - A recommendation is a statement that sets out actions the care service provider should take to improve or develop the quality of the service but where failure to do so will not result in enforcement. Recommendations are based on the National Care Standards, relevant codes of practice and recognised good practice. - A requirement is a statement which sets out what is required of a care service to comply with the Public Services Reform (Scotland) Act 2010 and Regulations or Orders made under the Act or a condition of registration. Where there are breaches of the Regulations, Orders or conditions, a requirement must be made. Requirements are legally enforceable at the discretion of the Care Inspectorate. Forge Street Day Care provides a day care service for a maximum of 22 older people. The service is located within north Glasgow, close to a range of local amenities. The building has been designed with the needs of older people taken into account and is on one level, with open plan sitting and dining area. There is an additional activity/meeting room and accessible toilet facilities. The service is managed by Glasgow City Council. It currently operates from Monday to Saturday. The service aims to meet the needs of people who use it, through the development of personal care plans and the provision of individual opportunities. Based on the findings of this inspection this service has been awarded the following grades: Quality of Care and Support - Grade 5 - Very Good Quality of Environment - Grade 5 - Very Good Quality of Staffing - Grade 4 - Good Quality of Management and Leadership - Grade 4 - Good Forge Street Day Care, page 4 of 26

5 This report and grades represent our assessment of the quality of the areas of performance which were examined during this inspection. Grades for this care service may change following other regulatory activity. You can find the most up-to-date grades for this service by visiting our website or by calling us on or visiting one of our offices. Forge Street Day Care, page 5 of 26

6 2 How we inspected this service The level of inspection we carried out In this service we carried out a low intensity inspection. We carry out these inspections when we are satisfied that services are working hard to provide consistently high standards of care. What we did during the inspection We wrote this report after an unannounced inspection that took place between 10:00am and 4:00pm on Wednesday 15 October Feedback was given to the temporary manager and the service manager on 7 November 2014 As requested by us the care service sent us an annual return. The service also sent us a completed self assessment. In this inspection we gathered evidence from various sources including the relevant sections of policies, procedures and other documents, including: - Personal plans of people who use the service - Minutes of meetings - Service user surveys - Newsletter - Observing how staff work and relate with the people who use the service - Examining the environment - Discussions with various people, including: - the people who use the service - the temporary manager - staff in the service - service manager. Grading the service against quality themes and statements We inspect and grade elements of care that we call 'quality themes'. For example, one of the quality themes we might look at is 'Quality of care and support'. Under each quality theme are 'quality statements' which describe what a service should be doing well for that theme. We grade how the service performs against the quality themes and statements. Details of what we found are in Section 3: The inspection Forge Street Day Care, page 6 of 26

7 Inspection Focus Areas (IFAs) Inspection report continued In any year we may decide on specific aspects of care to focus on during our inspections. These are extra checks we make on top of all the normal ones we make during inspection. We do this to gather information about the quality of these aspects of care on a national basis. Where we have examined an inspection focus area we will clearly identify it under the relevant quality statement. Fire safety issues We do not regulate fire safety. Local fire and rescue services are responsible for checking services. However, where significant fire safety issues become apparent, we will alert the relevant fire and rescue services so they may consider what action to take. You can find out more about care services' responsibilities for fire safety at Forge Street Day Care, page 7 of 26

8 What the service has done to meet any recommendations we made at our last inspection Recommendation 1 under Quality Theme 4 - Statement 2 The service should make sure that staff meetings and formal supervision sessions take place regularly as part of its approach to staff development. National Care Standards, Support Services. Standard 2: Management and Staffing Arrangements. Action taken: Apart from some meetings in 2012 and then quite recently, there was limited evidence to suggest that this had been taken forward. This was also the case with staff supervisions. The temporary manager had met with the staff team and agreed dates for supervisions. This recommendation has not been met and will appear again in this report under Quality Theme 4 - Statement 4, as recommendation 1. The annual return Every year all care services must complete an 'annual return' form to make sure the information we hold is up to date. We also use annual returns to decide how we will inspect the service. Annual Return Received: Yes - Electronic Comments on Self Assessment Every year all care services must complete a 'self assessment' form telling us how their service is performing. We check to make sure this assessment is accurate. We received a self assessment before the start of the inspection. The self assessment outlined what the service did well. The provider identified some areas for development and any changes it had planned. The provider told us how the people who used the care service had taken part in the self-assessment process. Forge Street Day Care, page 8 of 26

9 Taking the views of people using the care service into account During the inspection we met with all 15 people who were using the service on the day. These were views of some of the people that we spoke with: "The staff here are very good" "We are on the committee and we take any issues we have to management" "We were not consulted or negotiated with regarding prices going up. We just got a letter to say this was happening" "Sometimes they take you out if there is enough staff. One of the places we have been to is the boat cruise in Kirkintiloch" "I come here because I enjoy the company" "The staff are all great" "We see the current manager a lot more, she has even sat down and had lunch with us. Her door is always open" "They come round after meals to ask us how the food was like and whether we have enjoyed it or not" "In the past we have complained about the quality of food and they changed the chef" "We have not had a meeting for a while but then it could have taken place on one of the day we are not here" "We have entertainers coming in sometimes" "Fantastic staff" "You get a good laugh here" "They treat us very well" "Everything I ask to do they will do with me" "Very caring staff" "I wish it was everyday that I came here" "Staff are very good with me" "I have been to outings and parties" "The keyworker is good to me" "I would like to go out on more trips" "I would like to go out for a walk" "Staff are fantastic they make sure we are safe and they take us right to the door when we are going home" "Staff are respectful to me" "I love coming to the centre, I look forward to it". Taking carers' views into account We did not speak with any carers as we did not meet any during the inspection Forge Street Day Care, page 9 of 26

10 3 The inspection We looked at how the service performs against the following quality themes and statements. Here are the details of what we found. Quality Theme 1: Quality of Care and Support Grade awarded for this theme: 5 - Very Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of the care and support provided by the service. Service strengths We found that the service was very good at involving both service users and their carers in improving the quality of care and support. At this inspection, we focused on minutes of meetings, support plans, surveys that the service had carried out and direct discussions with the service manager, staff, service users and their carers. Evidence within this statement also covers how people who use the service and their carers were involved in improving the quality of the environment, staffing and the quality of management and leadership. We saw minutes of service user and carer meetings. Within the minutes, we were able to see evidence of real engagement of people using the service and their carers. For example, the choice of activities that took place in the centre had been influenced by those who used it. The minutes of the last meeting were displayed on the notice board so that anyone coming into the centre could read them if they so wished. There was a committee made up of service users that met on a monthly basis. The committee took to management any issues of concern that the service user group may have had. They also managed the funds that were raised in the service. During the inspection, we spoke with two people who were in the committee. They were happy to be in this role and felt comfortable speaking up for others. Forge Street Day Care, page 10 of 26

11 The service produced a newsletter. We could see that peoples' views on activities, games, entertainment and outings were asked for in the newsletters. The views of the people who use the service and their carers were also sought through annual questionnaires. In January this year, the service had carried out a survey on service users and carers. The purpose of the survey was to find out what peoples' experiences about attending day care were. On the whole, the comments made about the service on the questionnaires were very positive. Some of the comments that were made included: "They come round after meals to ask us how the food was" "We choose what we want to take part in while we are here. Nobody makes us do what we don't want to do" "The staff in the centre listen to us". Areas for improvement Within the surveys that the service had carried out in January 2014, we noted that some people's response when asked if they knew their keyworker was that the didn't. We did not see what action the service had taken to address this. We have asked the service to ensure that action taken following surveys is clearly demonstrated. Although people expressed their satisfaction with the centre, most expressed disappointment with what they saw as lack of consultation from the organisation, especially around the issue of fees. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Forge Street Day Care, page 11 of 26

12 Statement 3 We ensure that service users' health and wellbeing needs are met. Service strengths We found that this service's performance was very good in the areas covered by this statement. We concluded this after looking at support plans and speaking with the service manager, members of the staff team and having discussion with the people who use the service. We observed staff working and interacting with service users. The interactions were positive. We could see that staff knew the people that they were working with. The people that we spoke with told us about the different ways in which staff supported them. They all told us that they enjoyed coming to the centre where they said they were always treated with dignity and respect. The support plans we looked at were informative and contained some good detail. They also included risk assessments to ensure that any risk to individuals was identified and minimised. We saw people involved in a choice of activities including; triominoes, yes/no card game and chair exercises. We could also see that staff respected the wishes of anyone who did not wish to join in any of the group activities. On the day of the inspection, we met a group of service users from another service who had come for lunch and a game of bowling. We were told that this was the start of the bowling competition against other day centres, which Forge Street Day Centre was taking part in. All appeared to be having a lot of fun and were clearly enjoying themselves. We saw a detailed contingency plan for staff to follow if they could not get a service user into their own home. Alternative shelter where service users could go was arranged with another service. The information brochure displayed on notice board was clear and informative. It gave details of life in the day centre. The service had a safe system of storage of medication. Individual's medication was delivered by the pharmacy on a daily basis on the days the individual attended. This reduced the risk of medication errors. Staff in the centre only prompted people to take their medication. People here were very happy. Outcomes for them were positive. Inspection report continued Forge Street Day Care, page 12 of 26

13 Some of the comments that people made included; "We have entertainers coming in sometimes" "You get a good laugh here" "They treat us very well" "I wish I could come everyday" Areas for improvement Although people were satisfied and very happy with the overall care and support that they received at the centre, some expressed discontent with the provider regarding the increase in fees and what they were now expected to pay. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Forge Street Day Care, page 13 of 26

14 Quality Theme 2: Quality of Environment Grade awarded for this theme: 5 - Very Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of the environment within the service. Service strengths We found that this service's performance was very good in the areas covered by this statement. We concluded this after looking at the environment, speaking with the temporary manager, members of the staff team and having discussion with the people who use the service. Within minutes of meetings we could see peoples' views on how they wanted to improve the quality of the garden area to make it into a place that they would enjoy. The service strengths outlined under Quality Theme 1 - Statement 1 also apply to this statement. Areas for improvement The service should continue to demonstrate how service user and carer input has led to improvements in the quality of the environment. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Forge Street Day Care, page 14 of 26

15 Statement 2 We make sure that the environment is safe and service users are protected. Service strengths We found that this service's performance was very good in the areas covered by this statement. We concluded this after looking at the environment, speaking with the manager, members of the staff team and having discussion with the people who use the service. We found the environment to be clean, with most areas in a good decorative state. The service had a dedicated domestic staff to cover every day and ensure that the place was always kept clean. There were plenty rooms for people to use during their time in the centre. The organisation had policies in place for protecting people. The staff that we spoke with were all aware of these. There was a safe entry system and signing in book. In addition to this, there was a camera phone that identified any person at the door. Everyone coming into the service was accounted for. Notice boards had relevant information for service users carers and staff. Some of the art work that people had done was displayed on the walls around the centre. We noted that when service users required to go outside for a smoke, staff always accompanied them. This was to ensure service users were safe while outside the building too. Within the service there was a large dining/sitting area which was also used as a games area. There was a toilet with disabled access plus additional separate toilets for ladies and gentlemen. People who use the centre also had access to shower facilities if they needed to use these. Some of the comments people made about the environment included; "I enjoy coming here, it's bright and welcoming" "I feel very safe in here" Areas for improvement Inspection report continued The service had identified the need to develop and improve the garden area. The manager shared the plans with us. We will look at this again at the next inspection. Within the information leaflet with Forge Street Day Centre aims and objectives, we noted that the contact details for the care inspectorate had not been changed to Forge Street Day Care, page 15 of 26

16 reflect the national enquiries number instead of the local office one. We have asked the manager to address this. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Forge Street Day Care, page 16 of 26

17 Quality Theme 3: Quality of Staffing Grade awarded for this theme: 4 - Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of staffing in the service. Service strengths We found that this service's performance was very good in the areas covered by this statement. We concluded this after looking at records about staff, speaking with the manager, members of the staff team and having discussion with the people who use the service. The people that we spoke with all spoke very highly of the staff team that supported them. Although this particular service had not recruited staff for a while, we were told about systems that the organisation had put in place in order to demonstrate that service users and their carers were involved in the recruitment of staff. Surveys carried out asked questions about the quality of staff. Service strengths outlined under Quality Theme 1 - Statement 1 also apply to this statement. Areas for improvement The service should continue to demonstrate how involvement of service users and their carers has led to improvements in the quality of staff. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Forge Street Day Care, page 17 of 26

18 Statement 3 We have a professional, trained and motivated workforce which operates to National Care Standards, legislation and best practice. Service strengths We found that this service's performance was good in the areas covered by this statement. We concluded this after looking at records about staff, speaking with the temporary manager, members of the staff team and having discussion with the people who use the service. The staff that we spoke with were very motivated. They all liked working at Forge Street Day Centre. Most had been with the organisation and in the service for a long time. Staff were aware of the needs of the people that they supported. They were also well known to the service user group. When we observed staff working with people, we were satisfied that the interactions between them were positive ones. Staff praised the temporary manager and told us that she was supportive to them. There were daily planning meetings in the morning to plan the day and at the end of the day to discuss what the day had been like. This was to ensure that those who came to the centre got the best out of it. Within the newsletter we saw that any staff who were new in the service were mentioned as a way of introducing them to service users and carers. We saw a plan for monthly staff meetings displayed on the notice board. Some staff meetings had taken place. Staff had had a range of training. This included training in equality and diversity, adult support and protection, understanding dementia and CALM. Areas for improvement Inspection report continued Although we were told that planning meetings took place daily, these were not recorded. We have asked the service to keep records of planning meetings. The service should also ensure that the planned staff meetings take place. We will follow this up at the next inspection. A recommendation had been raised at the last inspection around this and will be appearing again in this report. (See Recommendation 1 in Quality Theme 4 - Statement 4). Staff supervision on the whole was very irregular, some staff had not received supervision for a while. We have asked the service to ensure that all staff including those on the temporary register, receive regular supervision. (See Recommendation 1 under Quality Theme 4 - Statement 4). Forge Street Day Care, page 18 of 26

19 Grade awarded for this statement: 4 - Good Number of requirements: 0 Number of recommendations: 1 Recommendations Inspection report continued 1. The service should make sure that staff meetings and formal supervisions take place regularly as part of it's approach to staff development. National Care Standards for Support Services, Standard 2, Management and Staffing. Forge Street Day Care, page 19 of 26

20 Quality Theme 4: Quality of Management and Leadership Grade awarded for this theme: 4 - Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of the management and leadership of the service. Service strengths We found that this service's performance was very good in the areas covered by this statement. We concluded this after looking at records about staff, speaking with the temporary manager, members of the staff team and having discussion with the people who use the service. The service users and staff that we spoke with were very complimentary about the temporary manager. They told us that they were comfortable going to her with their issues and that they were confident that these would be addressed. Two of the people that we spoke with told us: "She has sat down with us at lunch time and is interested in hearing our views about things." At local level, we were satisfied that the people who use the service had influence in how the service was run. The service strengths outlined under Quality Theme 1 - Statement 1 also apply to this statement. Areas for improvement The service should continue to demonstrate what improvements have come about in management and leadership due to service user and carer contributions. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Forge Street Day Care, page 20 of 26

21 Statement 4 We use quality assurance systems and processes which involve service users, carers, staff and stakeholders to assess the quality of service we provide Service strengths We found that this service's performance was good in the areas covered by this statement. We concluded this after looking at records about quality assurance systems, speaking with the temporary manager, external manager, members of the staff team and having discussion with the people who use the service. We saw evidence to suggest that the temporary manager had had consultations and agreed supervision dates with staff. These supervisions were due to start within the coming month. A health and safety audit had been carried out by the organisation's health and safety department in September All issues that had been raised and identified as needing action at this audit had already been fully addressed and met. A medication audit had also been carried out. Audits of some service user case files had recently taken place. We saw a report of the financial audit that had been carried out by the external manager. Procedures guiding staff on safely closing the building at the end of the day, were in place. The temporary manager had support from the external manager. Areas for improvement Inspection report continued Although we could see that some audits had been carried out recently, there was no evidence to suggest that regular audits had been taking place prior to fairly recently. We have asked the service to ensure that quality audits are carried out on a regular basis. We noted that the service brochure, although informative, contained the wrong contact details if people wished to contact the care inspectorate. This should be updated to reflect the national Enquiries Line (NEL) and not the local Paisley office. Forge Street Day Care, page 21 of 26

22 Grade awarded for this statement: 4 - Good Number of requirements: 0 Number of recommendations: 0 Forge Street Day Care, page 22 of 26

23 4 Other information Complaints No complaints have been upheld, or partially upheld, since the last inspection. Enforcements We have taken no enforcement action against this care service since the last inspection. Additional Information No additional information recorded. Action Plan Failure to submit an appropriate action plan within the required timescale, including any agreed extension, where requirements and recommendations have been made, will result in the Care Inspectorate re-grading a Quality Statement within the Quality of Management and Leadership Theme (or for childminders, Quality of Staffing Theme) as unsatisfactory (1). This will result in the Quality Theme being re-graded as unsatisfactory (1). Forge Street Day Care, page 23 of 26

24 5 Summary of grades Quality of Care and Support Very Good Statement 1 Statement Very Good 5 - Very Good Quality of Environment Very Good Statement 1 Statement Very Good 5 - Very Good Quality of Staffing Good Statement 1 Statement Very Good 4 - Good Quality of Management and Leadership Good Statement 1 Statement Very Good 4 - Good 6 Inspection and grading history Date Type Gradings 1 Nov 2011 Unannounced Care and support 5 - Very Good Environment Not Assessed Staffing Not Assessed Management and Leadership 4 - Good 14 Dec 2010 Announced Care and support 5 - Very Good Environment Not Assessed Staffing Not Assessed Management and Leadership Not Assessed 23 Mar 2010 Announced Care and support 5 - Very Good Environment 5 - Very Good Staffing 5 - Very Good Management and Leadership Not Assessed Forge Street Day Care, page 24 of 26

25 26 Nov 2008 Announced Care and support 4 - Good Environment 4 - Good Staffing 4 - Good Management and Leadership 4 - Good All inspections and grades before 1 April 2011 are those reported by the former regulator of care services, the Care Commission. Forge Street Day Care, page 25 of 26

26 To find out more about our inspections and inspection reports Read our leaflet 'How we inspect'. You can download it from our website or ask us to send you a copy by telephoning us on This inspection report is published by the Care Inspectorate. You can get more copies of this report and others by downloading it from our website: or by telephoning Translations and alternative formats This inspection report is available in other languages and formats on request. Telephone: enquiries@careinspectorate.com Web: Forge Street Day Care, page 26 of 26