Greater Pollok and South West Homelessness Service Housing Support Service 2nd Floor 1479 Paisley Road West Glasgow G52 1SY Telephone:

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1 Greater Pollok and South West Homelessness Service Housing Support Service 2nd Floor 1479 Paisley Road West Glasgow G52 1SY Telephone: Inspected by: Colin Goldie Type of inspection: Unannounced Inspection completed on: 10 July 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 20 5 Summary of grades 21 6 Inspection and grading history 21 Service provided by: Scottish Association For Mental Health Service provider number: SP Care service number: CS Contact details for the inspector who inspected this service: Colin Goldie Telephone enquiries@careinspectorate.com Greater Pollok and South West Homelessness Service, page 2 of 23

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 5 Very Good What the service does well When talking to staff, observing their practice and reading support files we found that they were motivated, experienced and familiar with clients' needs and preferences. Clients said that staff help them to obtain and retain a tenancy by providing practical support such as maximising benefits, paying bills, attending appointments and being part of the community. When we spoke with clients they said that the service was reliable and consistent. We found that the service was responsive to client's cultural, spiritual,health and welfare needs. What the service could do better During the inspection, staff said they will continue to involve clients in developing the service and their support. What the service has done since the last inspection The service has continued to look at different ways that it can help people settle into their own home and become part of the community. Greater Pollok and South West Homelessness Service, page 3 of 23

4 Conclusion Inspection report continued Everyone spoken with during the inspection was committed to making sure that the service meets client's expectations and needs. When speaking with staff it was evident that they put client's best interests at the heart of their work. We saw this when staff were working with clients and by reading support files. By providing a range of support staff help people live in their own home as independently and healthily as they can. There is a strong emphasis on supporting people to maintain their tenancy and "find their feet" in the community. We thought that clients were very confident about exercising choice, and that they were provided with individualised support. Who did this inspection Colin Goldie Greater Pollok and South West Homelessness Service, page 4 of 23

5 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 care service was previously registered with the care commission and transferred its registration to the care inspectorate on to 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 directly result in enforcement. - A requirement is a statement which sets out what is required of a care service to comply with the Public Services Reforms (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 Inspectorate. The Scottish Association for Mental Health's (SAMH) Greater Pollok and South West Homelessness Service provides a Housing Support service to homeless adults in the Pollok and South West areas of Glasgow. The service provides up to 764 hours of support every week, with clients generally receive two hours of per week. The average length of service is 6 months although this varies depending on the individuals support needs. 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 - 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 Greater Pollok and South West Homelessness Service, page 5 of 23

6 or by calling us on or visiting one of our offices. Greater Pollok and South West Homelessness Service, page 6 of 23

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 written by Colin Goldie (Inspector) following an unannounced inspection on 10 July During this inspection information was gathered from a number of sources: We spoke at length with: The manager, support workers and clients (of which two were in their on home). We looked at: Support files. Review minutes. Staff supervision and appraisal records. Quality Assurance Questionnaires. Quality Assurance Questionnaires Action Plan. Quality Assurance audit. Newsletter. Participation Policy. Staff meeting minutes Accident /incident records. Complaint log. 15 returned staff Questionnaires 18 returned clients/family Care Standard Questionnaires All of the above information was taken into account during the inspection process and reported on. 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 Greater Pollok and South West Homelessness Service, page 7 of 23

8 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 report continued 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 Greater Pollok and South West Homelessness Service, page 8 of 23

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. We received a fully completed self assessment from the Manager. We were satisfied with the way this had been completed and with the information provided. The Manager identified what the service does well, areas for development and any planned changes. Taking the views of people using the care service into account Returned Care Standards Questionnaires commented: "I think the report I receive is very good and my support worker is agreat help." "I think the service is good and it really helps me out with life matters." "My workers have really been good for me." "It's always good to know that there are people out there willing to help." "I find my key worker to be very polite and helpful." "Provide an excellent service." Clients spoken with said that they were happy with the service: "It's a very good service." "(Named worker) provides very good support." "(Named worker) has helped us a lot." Greater Pollok and South West Homelessness Service, page 9 of 23

10 Taking carers' views into account No questionnaires were returned from relatives. Inspection report continued Greater Pollok and South West Homelessness Service, page 10 of 23

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: 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 At this inspection we found that the performance of the service was very good for this statement. The service consulted and encouraged participation on a day to day basis very effectively. We spoke with the manager, staff and clients. We looked at support files, review records, the service's satisfaction questionnaires and audit/action plan from returned questionnaires. The manager and staff said that the service could only develop if they listen and, when possible, act on clients' views and suggestions. When we spoke with clients they said that staff were very approachable and that their opinions were always asked for. It was evident when speaking to staff and observing their practice that they were very sensitive of client's expectations. When speaking to clients they said that they felt involved in their support and in control of their lives, especially when disengaging with the service. To make sure that information, both written and spoken, is understood the service uses interpreters and translation services. SAMH's User Involvement Policy and Practice Guidelines and Participation Framework was on display in the main office. This describes the ways in which information is shared and consultation carried out, for example: using satisfaction questionnaires, end of support evaluation forms, reviews, link workers, Your Service - Get Involved paperwork, Service User Involvement meetings and regular 1:1 meetings between the clients and their support workers. Link workers make sure that clients are involved in developing the service. Greater Pollok and South West Homelessness Service, page 11 of 23

12 We had the opportunity to observe the start of an "end of support" form being completed. This was seen to be done at a pace suitable to the client. It was evident that staff were skilled in talking people through this process. End of support questionnaires are audited to find out what clients think of the service they have received. Reviews and 1:1 meetings are used to make sure that the service is meeting clients' needs and if any changes are necessary. Action to help clients achieve their goals is discussed and agreed. Clients are fully involved in developing their support file. By doing this staff are reminded that the service is geared round the needs of the client not the organisation. We saw that plans followed a standard format, containing a range of information such as: support plan, "Assessment of Support Need", "Risk & Vulnerability Assessment" and daily notes. Plans showed that clients are provided with a range of support to: go to college, obtain a permanent tenancy, budget, attend appointments and improve language skills. There are regular staff meetings. At these, a range of matters are discussed including client support needs and appointments. Meeting minutes show that matters raised by clients are discussed and actions to address these agreed. Twice yearly quality questionnaires ask clients about a range of matters such as if they feel supported by staff and if their needs are being met. This information is gathered and analysed. This analysis is used to develop the service's action plan. The service's newsletter is produced by someone who has used the service. It contains information about a range of matters including planned activities, staff developments and the action being taken to address comments and suggestions. Service User Involvement meetings give clients the opportunity to say how they would like the service to develop. Minutes are available to everyone using the service. Areas for improvement To continue with very good practice in this area. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Greater Pollok and South West Homelessness Service, page 12 of 23

13 Statement 3 We ensure that service users' health and wellbeing needs are met. Service strengths Inspection report continued At this inspection we found that the performance of the service was very good for this statement. The service supported client's health, spiritual, cultural and learning needs very effectively. We looked at support files, risk assessments and review minutes. We spoke with clients and staff. The service supports clients to obtain and maintain their own home by supporting people to: maximise their benefits, obtain employment, address health issues, attend appointments, keep active, improve language skills, register with a GP, attend appointments and be part of the community. We evidenced, by talking to clients and reading support files and daily notes, that people's independence is encouraged whilst attention is paid to their health and wellbeing. SAMH has a range of policies addressing clients' health needs such as medication, food hygiene, infection control, whistle blowing and protection of vulnerable adults. When talking to staff we found that they had a good knowledge of these and could explain how they worked. We saw evidence of this by reading review minutes and support files. In conversation and reading support files we saw that staff were experienced in supporting clients social, health and cultural needs. Clients said that support is provided in a respectful and appropriate manner, for example when client's cultural expectation are respected. To help in this matter staff have developed a "Cultural Awareness" folder. When we read support files we saw that they were clearly written, laid out in a standard format and easy to follow. They contain information about what things are required to keep clients safe and well, such as Assessment of Support Need, Overview of Assessment, Support Agreement, Risk & Vulnerability Assessment and Violence & Aggression Risk Assessments. Health needs are well documented. Plans showed that support is reviewed and changed to meet clients developing needs. By writing plans from the clients view point the service encourages people to be in control of their care package. It also reminds staff that the service is designed around the client not the organisation. As noted in Quality Theme 1, Statement 1, the service uses translation services to make sure clients understand what is being said and written. We found that there were good relationships between the service and health, housing and social care professionals, such as housing officers, refugee services, care Greater Pollok and South West Homelessness Service, page 13 of 23

14 managers and GP practices. Any advice is clearly recorded in care plans. Plans show that health issue noted by staff are referred to the appropriate agency. Areas for improvement To continue and build on very good practice. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Greater Pollok and South West Homelessness Service, page 14 of 23

15 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 At this inspection we found that the performance of the service was very good for this statement. The service worked with clients effectively to assess and improve the quality of staff. Please read theme 1, statement 1 for details. Areas for improvement Please read theme 1, statement 1 for details. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Greater Pollok and South West Homelessness Service, page 15 of 23

16 Statement 3 We have a professional, trained and motivated workforce which operates to National Care Standards, legislation and best practice. Service strengths Inspection report continued At this inspection we found that the performance of the service was very good for this statement. SAMH works to make sure that staff are professional, trained and motivated. We read staff files, training records, training plan, supervision and appraisal notes, spoke to clients, a relative, staff and observed staff practice. We found that there was a consistent and experienced staff team. Staff spoke with respect and consideration of clients, demonstrated a very good understanding of National Care Standards and had a clear understanding of the service's aims and objectives. To keep staff informed of the organisation's aims and objectives SAMH has a Staff Consultation Forum. The outcome of this was that clients had the advantage of being supported by staff who had a range of experience and sound knowledge base. Staff said that the service has a transparent, supportive and open culture with the manager setting the service's ethos. The benefits of this for clients is that staff feel confident raising issues of practice. There was evidence that areas of poor practice are addressed and the appropriate agencies, such as the Scottish Social Service Council (SSSC), notified. When first employed staff have induction training. This informs them of the service's expectations and their role in promoting and maintaining client's dignity, independence and wellbeing. The service's Learning and Development Calendar for 2013/2014 showed that staff receive a wide range of training tailored to clients' support needs, covering areas such as Equality, Diversity & Human Rights Awareness, Homelessness Legislation, Hepatitis C, Child and Adult Protection, rescue medication (Naxolone) and Scottish Vocational Qualifications in Social Care (levels 3 and 4). Staff are encouraged to identify their own training needs and to develop their professional skills and expertise. The benefits of this training is that staff have the skills to meet client's needs. Staff spoke highly of the organisation's training programme. To make sure that staff maintain good practice they have regular supervision and yearly appraisal sessions. We saw that supervision addressed a range of areas such as client support needs, service developments and staff practice. Staff confirmed that supervision sessions take place at least four times a year. Staff said that they feel comfortable discussing areas of their own and colleagues' development. By doing this the service can assure clients and families that any issues Greater Pollok and South West Homelessness Service, page 16 of 23

17 with staff practice are addressed and their work quality maintained. There are regular staff meetings. At these, staff discuss a range of issues such as clients' support needs and project developments. Staff said that the move to the new office had been well planned and that morale was high. Areas for improvement To continue and build on very good practice. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Greater Pollok and South West Homelessness Service, page 17 of 23

18 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 At this inspection we found that the performance of the service was very good for this statement. The service supported people to assess and improve the quality of the management and leadership of the service very effectively. Please read theme 1, statement 1 for details. Areas for improvement Please read theme 1, statement 1 for details. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Greater Pollok and South West Homelessness Service, page 18 of 23

19 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 At this inspection we found that the performance of the service was very good for this statement. We talked to the manager, staff and clients. We looked at a range of quality assurance paperwork. We found that the service always ask clients for their views and opinions, using their comments to improve the service. The manager outlined how SAMH monitors and evaluates performance by: having regular meeting with clients, using quality assurance/satisfaction questionnaires, using a Homeless Service Audit tool, CIRRUS, writing a yearly development plan, and external manager monitoring visits/audits. Questionnaires cover a number of areas. When completed they are analysed and an action plan written to address any areas for development. The action plan notes when action has to be carried out and by whom. The Homeless Service Audit tool measures services against specific performance indicators. A report is written noting areas of strength and development. The CIRRUS database is used to monitor how services are performing against inspection themes and statements. Results are analysed and used to develop an action plan noting what SAMH does well and needs to develop. As noted elsewhere in the report SAMH has a complaints policy. We found that clients were aware of the right to complain. Clients said that any issues they have raised had been resolved to their satisfaction. This shows that the service listens to and acts on people's comments and suggestions. The manager submits annual returns, self assessments, notifications and action plans as expected. Areas for improvement To continue and build on very good practice. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Greater Pollok and South West Homelessness Service, page 19 of 23

20 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 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). Greater Pollok and South West Homelessness Service, page 20 of 23

21 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 Very Good Statement 1 Statement Very Good 5 - Very Good 6 Inspection and grading history Date Type Gradings 9 Jan 2013 Unannounced Care and support 5 - Very Good Staffing 5 - Very Good Management and Leadership 5 - Very Good 25 Jan 2012 Unannounced Care and support 5 - Very Good Staffing 5 - Very Good Management and Leadership Not Assessed 26 Jul 2010 Announced Care and support 4 - Good Staffing 4 - Good Management and Leadership Not Assessed 20 Nov 2009 Announced Care and support 5 - Very Good Staffing 4 - Good Management and Leadership Not Assessed 16 Dec 2008 Announced Care and support 5 - Very Good Staffing 5 - Very Good Greater Pollok and South West Homelessness Service, page 21 of 23

22 Management and Leadership 5 - Very Good All inspections and grades before 1 April 2011 are those reported by the former regulator of care services, the Care Commission. Greater Pollok and South West Homelessness Service, page 22 of 23

23 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: Greater Pollok and South West Homelessness Service, page 23 of 23

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