Dixon Centre And Community Care Project Support Service Without Care at Home 656 Cathcart Road Govanhill Glasgow G42 8AA Telephone:

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1 Dixon Centre And Community Care Project Support Service Without Care at Home 656 Cathcart Road Govanhill Glasgow G42 8AA Telephone: Inspected by: Marie Mullarkey Type of inspection: Unannounced Inspection completed on: 28 February 2013

2 Contents Page No Summary 3 1 About the service we inspected 5 2 How we inspected this service 7 3 The inspection 11 4 Other information 22 5 Summary of grades 23 6 Inspection and grading history 23 Service provided by: Dixon Community Service provider number: SP Care service number: CS Contact details for the inspector who inspected this service: Marie Mullarkey Telephone Dixon Centre And Community Care Project, page 2 of 25

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 6 Excellent Quality of Environment 5 Very Good Quality of Staffing 5 Very Good Quality of Management and Leadership 5 Very Good What the service does well The manager and staff at the Dixon Centre were committed to providing very person centred support to the people using the service. They listen and act on the wishes of the people using the service and make sure that everyone is involved in developing the service. They have a very wide range of activities and they support people to take part in the activities they want to do and support them to be involved in the local community. What the service could do better The manager and staff told us they will continue to involve the people they support in the development of the service. What the service has done since the last inspection This manager and staff of this service continue to provide a very person centred support to the people using the service. The service had introduced healthy lifestyle sessions that included exercise and a healthy eat group, facilitated by a nutritionist. Dixon Centre And Community Care Project, page 3 of 25

4 Conclusion Inspection report continued This service continues to provide very person centred support to the people using the service. The manager and staff have shown great commitment, making sure all the people using the service were involved in developing the service in a way that suits their needs and wishes. Who did this inspection Marie Mullarkey Dixon Centre And Community Care Project, page 4 of 25

5 1 About the service we inspected Social Care and Social Work Improvement Scotland (SCSWIS) regulates care services in Scotland. It awards grades for services based on the findings of inspections. These grades, including any that services were previously awarded by the Care Commission, are available on The Dixon Centre and Community Care Project is registered to provide day care to older people. The Dixon Centre is based in a large sandstone building in the south side of Glasgow. The building is wheelchair accessible and has a lift to the first floor. The area used for the day care service is well laid out and the provider had made very good use of the available space. The service helps people to live in their own home by providing support, advice and information. The aims of the service is to "provide a range of care and support services, advice and information for older people and their carers living in the community". "Respect the rights of our service users to maintain their independence". "To be advocates for their needs and wishes". "To enhance the quality of life for older people and carers through mutual social support, therapeutic, educational and cultural activities". Dixon Centre And Community Care Project, page 5 of 25

6 Based on the findings of this inspection this service has been awarded the following grades: Quality of Care and Support - Grade 6 - Excellent Quality of Environment - Grade 5 - Very Good Quality of Staffing - Grade 5 - Very Good Quality of Management and Leadership - Grade 5 - Very Good 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. Dixon Centre And Community Care Project, page 6 of 25

7 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 report was completed following an unannounced inspection which took place over a two day period. The inspection started on Wednesday 27 and Thursday 28 February Feedback was given to the manager, the senior support worker and the external area manager on the 28 February Prior to the inspection we looked at the service's Annual Return and their self evaluation document. During this inspection we gathered evidence from various sources including relevant sections of policies, procedures, records and other documents including: *The service's most recent self assessment *The service's annual return *Personal support plans of people using the service *Reviews *Training records *Training programme *Participation strategy *Newsletters *The service's questionnaires and surveys *Minutes of people using the service meetings, carers, group, staff and management meetings *Accident, incident and complaint records *Suggestions and compliments records *Speaking with people using the service, staff and management *Observation of staff practice and interaction with people who use the service. 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 Dixon Centre And Community Care Project, page 7 of 25

8 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 Dixon Centre And Community Care Project, page 8 of 25

9 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. The service provided us with a satisfactory self assessment that reflected the service provided. Taking the views of people using the care service into account 'I have no problems at Dixon halls staff are very nice' 'I am very pleased with the service I get at the daycare centre' 'I have no reason to complain at any time. I love going to my club' 'I love coming here I have great friends and the staff are wonderful' 'I can't say enough good things about coming here. I enjoy the company and the activities. The staff are great and very attentive. The lunch is always good and I can choose what I want from the menu' 'If I did not come here I would be at home on my own. I love it here, we have lots of different thinks to do and I enjoy the company. The staff couldn't do any more for you' 'The staff are excellent they just go that extra mile to make sure we are all happy and well looked after' 'I come to the centre in the mini bus. The staff are wonderful they help me a lot and even get me some shopping if I need anything'. Dixon Centre And Community Care Project, page 9 of 25

10 "I love coming here and I keep up with local and national events". "I have a great time here". "meeting other people is great I live alone". "The staff are very helpful I don't know what I would do without Dixon Halls". "I come here every day I love it the staff look after me very well". "I think the staff are great nothing is a bother to them". Taking carers' views into account 'We are very happy about the care my dad receives from the staff at Dixon Halls' "The staff at the centre are very helpful". "The centre has been the best thing for my relative loves it". "Care and support is first class". Dixon Centre And Community Care Project, page 10 of 25

11 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: 6 - Excellent 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 Through observation of practice, speaking with people using the service, staff and reviewing the written evidence during this inspection it was very clear that the views of people using the service and their carers are given the highest priority by the management and staff when delivering this service. There was an abundance of evidence that showed the people using the service and carers were consulted and fully involved in making choices and decisions about the quality of the care and support they received. The encouragement and support given to the people using the service and their families was exceptionally high and included questionnaires, audits, reviews, meetings and face-to-face meetings. The manager and staff were highly motivated and spent a lot of time talking to the people using the service. Reviews were carried out 6-monthly with the participation of the people using the service, their families and care managers where appropriate. Monthly summaries were carried out for each service user to chart progress and assess changing needs. The manager and staff also encouraged external agencies to express their views of the service through questionnaires and face-to-face contact. People told us they were very happy with the support they received and that they decided what to do when at the centre. People said staff listened to them and there was a very wide range of things to do such as musical entertainment, reminiscence/ open museum sessions, healthy eating and exercise sessions, sing-a-longs, bingo, arts and crafts. There was also a range of outings to parks, museums and the theatre. Dixon Centre And Community Care Project, page 11 of 25

12 The service had a participation strategy that outlined the methods used to obtain peoples' views such as staff recruitment, using advocacy workers, questionnaires, day centre users' group meetings and membership of the Dixon Community Executive Committee. The Day Care users' group meetings was facilitated by an external person to make sure peoples' views were taken forward. At these meetings people spoke about activities, staff, future plans and inspections. We viewed a sample of minutes of these meetings at the time of this inspection. Areas for improvement The service should continue to demonstrate the excellence in this area. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Inspection report continued Dixon Centre And Community Care Project, page 12 of 25

13 Statement 3 We ensure that service users' health and wellbeing needs are met. Service strengths Inspection report continued This service showed an excellent standard and commitment to making sure that the support they provide is very individual. It was very clear through observation, speaking to people using the service and reviewing the support plans that the aims and objectives of the service were being met. The management and staff provide and maintain extremely high standards of individual support in a very person centred way. The support plans viewed at the time of this inspection were very personalised. They included personal information, life history, likes and dislikes, daily notes and risk assessment. It was very evident that the people using the service and their families were fully involved in their development. The service has excellent links with the G.P services, Community Health Teams, other health professionals and social work. There were a number of Health and Wellbeing activities held at the day centre such as a weight management programme, healthy eating groups, relaxation and stress management groups, aromatherapy sessions as well as monthly visits to the day centre by a chiropodist and a optician. There was a monthly activity programme published that included special celebrations, such as birthdays. Activity surveys were completed by people using the service and staff to make sure that activities were meeting the needs of the people using the service. The people using the service had complete control about what activities took place within and outwith the service. There are a number of health needs and risk assessments evident within the relevant support plans that included mobility and nutrition. During this inspection we had the opportunity to join in the healthy eating group with four people using the service and one staff member. The session was facilitated by an external nutritionist. The session was very interesting, the people who attended were very enthusiastic and actively took part in the food tasting and discussions. The theme for the session was healthy snacks and eating the recommended five a day fruit and vegetables. There was a very interesting discussion about hidden sugar in foods that the service users found fascinating. The facilitator provided information leaflets with very good and relevant information. The people who took part in the session told us they enjoyed it and were very surprised by the different ingredients in food that was actually sugar. They also enjoyed the food tasting. Dixon Centre And Community Care Project, page 13 of 25

14 Areas for improvement The manager should continue the excellent work in this area. Although the support plans had excellent information within them regarding the needs and wishes of the people using the service. The manager and staff should continue to encourage people using the service to complete the life history section of the support plan. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Inspection report continued Dixon Centre And Community Care Project, page 14 of 25

15 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 The reader should refer to Quality Theme 1, Statement 1. The day care service is located on the top floor of the Dixon Halls and has lift access. The area is well laid out with break out areas around the main hub. The service has made very good use of the available space that allows several activities to be carried out throughout the day. The people using the service had been involved in choosing the decor and furnishing. The environment is a regular agenda item at service users' meetings. Other local community groups use some of the side rooms for activities and meeting. This gives the people using the service the opportunity to meet and share activities with other groups. Areas for improvement While the service makes very good use of the available space at the facility, there is room for improvement. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Dixon Centre And Community Care Project, page 15 of 25

16 Statement 2 We make sure that the environment is safe and service users are protected. Service strengths Inspection report continued There were a number of very robust ranges of health and safety policies and procedures in place to ensure the safety of the people using the service. Including fire safety plan and checks, evacuation plan and building checks. All records were completed, signed and up-to-date. The staff carry out building checks daily, any repairs or issues were recorded and reported to the appropriate people for action. All staff go through a rigorous recruitment process and enhanced disclosures are done before offered employment. People using the service had representation on the staff interview panel. The service had a very robust adult protection policy in place. Staff told us that as part of their training programme they had to read and sign to say they understood their roles and responsibilities in terms of adult protection. We observed that staff were very aware of each service users' needs and who required extra support in terms of their safety. The day care was welcoming, clean and fresh with no odours. The decor was fresh and the furniture was laid out in a way that did not pose an obstacle for the people using the service who were infirm or had mobility problems. Risk assessments were carried out for each service user to make sure the build was safe for them to walk around in. Any special personal equipment such as zimmers, wheelchairs and other walking aids were keep within easy reach. The day care had a dedicated cleaner who followed a daily cleaning schedule. Health and Safety issues are discussed at both residents' meetings and staff meetings. Staff are kept up-to-date with new legislation and bulletins, as and when necessary. The Environmental Health Service regularly visit the service to make sure they were operating within the food hygiene regulations and are up-to-date with changes in the regulations and the latest recommended training. There had been no recorded accidents or incidents since the last inspection. People using the service told us they were very happy and felt safe and well looked after. Staff were very attentive and made sure they had everything they needed. The service had the appropriate public liability insurance in place and displayed in the reception area. Dixon Centre And Community Care Project, page 16 of 25

17 Areas for improvement There were no areas for development identified at the time of this inspection. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Dixon Centre And Community Care Project, page 17 of 25

18 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 The reader should refer to Quality Theme 1, Statement 1. People using the service and their relatives are frequently asked about the quality of the staff within the service through surveys, various meetings and face-to-face contact. The management has an open door policy and people using the service can contact them at any time. The service has a long term staff team who have worked in the service for a number of years, therefore there has been no opportunity for residents to be involved in the recruitment process. People using the service told us the staff were very attentive and knew what they liked and did not like to do. They said staff always gave them a choice and asked what they wanted to do. Areas for improvement The provider should review their quality questionnaire to include specific questions about staff skills and training. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Dixon Centre And Community Care Project, page 18 of 25

19 Statement 3 We have a professional, trained and motivated workforce which operates to National Care Standards, legislation and best practice. Service strengths The Dixon Community management team show great commitment to the training of the staff within the support service. Although there is a stable staff group who have worked in the day care service for a number of years, the abundance of training provided by such a small scale enterprise is excellent. The management team employ a training consultancy Complete Training (Inverclyde) LTD who provides training on a continual basis. All support staff hold SVQ qualifications, two with SVQ level 2 and three with SVQ level 3 and the manager holds SVQ level 4 and R.M.A. The training programme is exceptionally thorough. Each topic carries with it a work book and questionnaire on completion, which is signed off and certified by the tutors. Training topics included, but not limited to, challenging behaviour, first aid, protection of vulnerable adults, health and safety, food hygiene and infection control. Training records were available during the inspection. The records held accurate listings of training completed, with certificates. Supervision records were also made available at the time of the inspection. Supervision takes place twice per year, although the staff can speak to management anytime they wish. The managers have a weekly open hour where staff can come and discuss anything they wish. Staff spoken with during the inspection said the managers had a very open policy and they would listen and act on suggestions from staff to improve the service. Through observations during this inspection the staff interaction with people and relatives was excellent. They were attentive and respectful of their individual needs and requirements. They treated people using the service with dignity at all times and seemed to know instinctively the needs of each resident. The senior support worker carried out the home visits and had the initial contact with the people being assessed for suitability for the day care service. The support staff spoken with during this inspection were very aware of the needs of the people using the service and very skilled at maintaining peoples' dignity, while making sure all their personal care needs were being met. Staff were very enthusiastic about the service they provided and showed great initiative when dealing with sensitive situations. Areas for improvement There were no areas for improvement identified at the time of this inspection. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Inspection report continued Dixon Centre And Community Care Project, page 19 of 25

20 Quality Theme 4: Quality of Management and Leadership 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 management and leadership of the service. Service strengths The reader should refer to Quality Theme 1, Statement 1. The manager had an open door policy. People using the service could speak to her at any time. The manager was very visible within the service, speaking and listening to the people who use the service. People using the service told us that the manager listened to them and made changes to suit their individual needs. Staff told us that the manager was supportive and made sure that their training and development needs were addressed. Areas for improvement The reader should refer to Quality Theme 1, Statement 1. The provider should include specific questions regarding the management and leadership in their quality surveys. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Dixon Centre And Community Care Project, page 20 of 25

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 There was excellent evidence available to show that the manager promoted excellent quality support and good practice throughout the service. The manager was very visible within the service spending time with people using the service, carers, staff and other visitors to the service. Through observations, speaking to people using the service, staff, viewing available records and files, leadership values were very much part of the day-to-day support provision. There was a range of maintenance records and audits available during this inspection. External and internal audits took place and records were completed weekly, monthly. Information gained from surveys, questionnaires, reviews and audits is used to develop the service. The manager submitted monthly reports to the Dixon Community management committee detailing the current service and areas for improvement. The manager report was included in the Annual report. Areas for improvement The manager should continue to look at ways to involve people using the service in the quality assurance processes. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Dixon Centre And Community Care Project, page 21 of 25

22 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). Dixon Centre And Community Care Project, page 22 of 25

23 5 Summary of grades Quality of Care and Support Excellent Statement 1 Statement Excellent 6 - Excellent Quality of Environment Very Good Statement 1 Statement Very Good 6 - Excellent Quality of Staffing Very Good Statement 1 Statement Very Good 6 - Excellent Quality of Management and Leadership Very Good Statement 1 Statement Very Good 5 - Very Good 6 Inspection and grading history Date Type Gradings 3 Aug 2011 Unannounced Care and support 5 - Very Good Environment Not Assessed Staffing 5 - Very Good Management and Leadership Not Assessed 7 Sep 2010 Announced Care and support 5 - Very Good Environment Not Assessed Staffing Not Assessed Management and Leadership 5 - Very Good 15 Sep 2009 Announced Care and support 5 - Very Good Environment 4 - Good Staffing 4 - Good Management and Leadership 5 - Very Good Dixon Centre And Community Care Project, page 23 of 25

24 27 Jun 2008 Announced Care and support 4 - Good Environment 3 - Adequate 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. Dixon Centre And Community Care Project, page 24 of 25

25 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: Web: Dixon Centre And Community Care Project, page 25 of 25

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