The Richmond Fellowship Scotland - Glasgow South West Housing Support Service 1st Floor 90 Seaward Street Kinning Park Glasgow G41 1HL

Transcription

1 The Richmond Fellowship Scotland - Glasgow South West Housing Support Service 1st Floor 90 Seaward Street Kinning Park Glasgow G41 1HL Inspected by: Anne Borland Type of inspection: Announced (Short Notice) Inspection completed on: 24 January 2012

2 Contents Page No Summary 3 1 About the service we inspected 4 2 How we inspected this service 5 3 The inspection 8 4 Other information 14 5 Summary of grades 15 6 Inspection and grading history 15 Service provided by: The Richmond Fellowship Scotland Limited Service provider number: SP Care service number: CS Contact details for the inspector who inspected this service: Anne Borland Telephone enquiries@scswis.com The Richmond Fellowship Scotland - Glasgow South West, page 2 of 16

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 Staffing 5 Very Good Quality of Management and Leadership N/A What the service does well This service provided person centred support in a way which respects, understands and is responsive to the supported individuals needs and preferences. What the service could do better The service could ensure that the aspirations and goals identified by individuals are targeted to facilitate realisation. What the service has done since the last inspection The service has continued to look imaginatively at ways to engage supported individuals in the organisation participation policy. Conclusion This service continues to provide a high level of support which assists supported individuals have an improved quality of life. Who did this inspection Anne Borland The Richmond Fellowship Scotland - Glasgow South West, page 3 of 16

4 1 About the service we inspected The Richmond Fellowship Scotland (TRFS), Glasgow South West Service provides a housing support and care at home service to individuals living within the Pollock and Castlemilk areas of Glasgow. It supports people with learning disabilities, people with mental health problems and elderly people with dementia. Some service users receive 24 hour support while others receive specific hours each week to meet their assessed needs. There is also a respite service called 'Natural Breaks' which provides respite to service users and carers by providing support to access a range of social activities in the community. This can also include weekend breaks and longer holidays. The service has clear aims and objectives including "to empower the people we support, by supporting them to be included in ordinary living environments and to maintain their own tenancies." The service was deemed registered with the Social Care and Social Work Improvement Scotland Commission on the 1st April 2011, which is also known as the Care Inspectorate. 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 Staffing - Grade 5 - Very Good Quality of Management and Leadership - N/A 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. The Richmond Fellowship Scotland - Glasgow South West, page 4 of 16

5 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 This short notice inspection was carried out over two days, commencing on the 18th January The inspection focused on the Seaward Street housing support service and the Brockburn Road sheltered housing service. During the inspection the inspector met with five supported individuals, eight staff members and the managers of both services. Feedback was provided on the 24th January Relevant documents were examined some of which included five service user support plans, the finding of the 'How well are we doing' survey, accident and incident records, staff training and appraisal records. 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 Inspection Focus Areas (IFAs) 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 The Richmond Fellowship Scotland - Glasgow South West, page 5 of 16

6 What the service has done to meet any recommendations we made at our last inspection There were no recommendations since the last inspection. 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. A self assessment was completed and provided areas of strengths and areas for improvements. Taking the views of people using the care service into account The Inspector met with five supported individuals and considered the views in twenty completed Care Inspectorate questionnaires. Some of the views expressed are recorded below. "The Richmond Fellowship is a good service, staff always listen and help if possible." "Thank you" "I am very happy with the support and get treated with respect" "I am very happy with the support and appreciate everything that is done for me" "They will change support times to help me get to hospital appointments" "Staff listen to what I like, music, films etc. This is good as it allows us to talk about things I like" "I think the staff are a great team of people. I wouldn't want support from anyone else" "All the staff are very approachable, friendly and caring" "If I don't get a rota sent I would prefer to be phoned to be told who is coming" "A bad point is we do not get breaks away" "I don't feel I get enough time and don't think my emotional needs are met" The Richmond Fellowship Scotland - Glasgow South West, page 6 of 16

7 Taking carers' views into account Inspection report continued The inspector did not meet with any carers, however was provided with completed questionnaires provided by relatives to TRFS. These were positive and evidenced that carers valued the service provided. The Richmond Fellowship Scotland - Glasgow South West, page 7 of 16

8 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 The service has a participation policy and strives to engage with supported individuals and the family members in a number of ways. Open days have been organised to both inform service users about local health and fitness initiatives and welfare benefit advice. Service planning days are held to seek the views of supported individuals and carers about the quality of the service provided and agree areas in which to target improvement. Social events are organised and enjoyed by those who have attended. The Richmond Fellowship also sent out "how well are we doing" questionnaires annually to supported individuals and carers to gather their views about all aspects of service delivery. The responses are favourable and a summary of the findings is collated and an action plan devised. Supported individuals and carers are informed of the findings in the form of a report sent out to them. Newsletters are provided by the organisation with updates of recent developments across the organisation and of planned events. Service users can contribute to this newsletter. Supported individuals are involved in the assessment of their support needs and identifying how these will be met. Support plans were person centred, sensitively written with clear information on how support needs would be met. Supported individuals and carers were involved in formal reviews of support. In meeting supported individuals the Inspector was able to see the excellent, diverse and imaginative ways in which this service seeks to support individuals. The Richmond Fellowship Scotland - Glasgow South West, page 8 of 16

9 Areas for improvement The service could consider collating a localised response to the "How well are we doing questionnaires" The service spends considerable time, finance and effort in planning group events which are often not well attended. The service could consider how to establish whether supported individuals wish this type of participation, and if not, whether resources could be deployed more purposefully in other ways. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued The Richmond Fellowship Scotland - Glasgow South West, page 9 of 16

10 Statement 4 We use a range of communication methods to ensure we meet the needs of service users. Service strengths The service provides a range of ways in which they ensure good communication with supported individuals. Each service users has a daily planner, which provides clarity on the support to be provided. The support plans are extremely person centred and focus on preferences as conveyed by the supported individual. This includes health and wellbeing, social needs and activity interests. There was also detail provided of the indicators of when a supported person was becoming unwell and how to support the person at these times. Aspirations and wishes for the future were also documented. Staff members were observed to communicate effectively with one another. Daily recordings were made of the contact with supported individual. Shift handover meetings took place and a staff communication log book and diary was used to ensure information was exchanged. Weekly team meetings took place and all staff were kept updated on the changing needs of supported individuals. A key worker system was in operation to co-ordinate support plans and link with family members. Each supported individual had a dedicated team of workers, which facilitated relationship building. Supported individuals were advised in advance if there was a need to change planned support or the member of staff normally providing the support. Areas for improvement The service could consider providing guidance on the type of information sought from carers when asking their views for the supported individual's care reviews. The service could set down how the hopes and dreams of supported individuals, which are recorded in support plans, will be met including how, by whom and in what timescales. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued The Richmond Fellowship Scotland - Glasgow South West, page 10 of 16

11 Quality Theme 3: Quality of Staffing 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 staffing in the service. Service strengths Supported individuals are asked to give their views on the quality of staffing in TRFS annual questionnaires. Views on the quality of staffing are also requested at care reviews. The organisation has included supported individuals in staff recruitment, where questionnaires asked of applicants are based on those created by service users. Service users take part in a 'Meet and greet' of job applicants and are invited to give their views about their suitability to the role. Supported individuals are invited to contribute to staff appraisals. Areas for improvement The service identified a wish to have more involvement of supported individuals in staff training. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 The Richmond Fellowship Scotland - Glasgow South West, page 11 of 16

12 Statement 3 We have a professional, trained and motivated workforce which operates to National Care Standards, legislation and best practice. Service strengths Staff members who spoke with the inspector spoke highly of the training opportunities provided by the organisation from within TRFS and from outside providers. Training records confirmed that staff members receive a good level of training specific to the needs of supported individuals. The service has a commitment of SVQ accreditation and the continual professional development of the workers. Staff across the service receive an annual appraisal, which includes how training needs will be met. There was evidence that requests and identified development needs were progressed. Formal supervision takes place regularly and within the provider's policy of 10 sessions within one year. Regular team meetings take place and staff stated feeling able to contribute fully and that their views were valued and listened too. Staff members are issued with the Social Services Council code of practice when commencing employment and asked to complete a questionnaire which evidence that they understand the expectations of them as employees. Staff members were fully aware of the National Care Standards and how they applied to the supported individuals. Staff members have access to TRFS's policies, procedures, guidance and best practice documents through the company website. The service have attained a silver award in the National Health Service 'Healthy Working Life' initiative. Staff members across the service were extremely positive about the support, leadership and positivity of the managers. The teams were described as being close, honest and supportive with good morale. Areas for improvement The area plan needed updated and this was being addressed. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued The Richmond Fellowship Scotland - Glasgow South West, page 12 of 16

13 Quality Theme 4: Quality of Management and Leadership - NOT ASSESSED The Richmond Fellowship Scotland - Glasgow South West, page 13 of 16

14 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 N/A. 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 SCSWIS re-grading the Quality Statement within the Management and Leadership Theme as unsatisfactory (1). This will result in the Quality Theme for Management and Leadership being re-graded as Unsatisfactory (1). The Richmond Fellowship Scotland - Glasgow South West, page 14 of 16

15 5 Summary of grades Quality of Care and Support Very Good Statement 1 Statement Very Good 5 - Very Good Quality of Staffing Very Good Statement 1 Statement Very Good 5 - Very Good Quality of Management and Leadership - Not Assessed 6 Inspection and grading history Date Type Gradings 11 Jun 2010 Announced Care and support 5 - Very Good Staffing 5 - Very Good Management and Leadership Not Assessed 13 Jul 2009 Announced Care and support 5 - Very Good Staffing 5 - Very Good Management and Leadership 5 - Very Good 28 Aug 2008 Announced Care and support 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. The Richmond Fellowship Scotland - Glasgow South West, page 15 of 16

16 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 SCSWIS. 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@scswis.com Web: The Richmond Fellowship Scotland - Glasgow South West, page 16 of 16