The Richmond Fellowship Scotland - East Renfrewshire & South Lanarkshire 2 Housing Support Service

Transcription

1 The Richmond Fellowship Scotland - East Renfrewshire & South Lanarkshire 2 Housing Support Service Ground Floor 9 Cambuslang Road Clydesmill Industrial Estate Cambuslang Glasgow G32 8NB Telephone: Type of inspection: Unannounced Inspection completed on: 17 October 2016 Service provided by: The Richmond Fellowship Scotland Limited Service provider number: SP Care service number: CS

2 About the service This service was previously registered with the Care Commission and transferred its registration to the Care Inspectorate on 1 April The service provides a housing support and care at home service to around 400 individuals with a learning disability or mental health problems who live in East Renfrewshire and South Lanarkshire. The people being supported receive different levels of support depending on their assessed needs, from several hours per week combining group activity and/or one to one support, to more intensive 24-hour support. Staff are based in area offices in East Renfrewshire and South Lanarkshire. The service's mission statement is: We believe in and work towards promoting: - choice - community Involvement - helpful staff - opportunities - in control of your own life - care - empowerment. What people told us We received a total of 57 questionnaires prior to our inspection of the service. These were completed by both people who use the service and their relatives. Overall 100% of responders either agreed or strongly agreed that they were happy with the quality of service provided. They told us:- "Absolutely no complaints about the service for my daughter's needs" "We are happy and satisfied with the care provided" "The staff have been very good and knowledgeable in dealing with my needs. All appointments have been covered by them with care and respect. Overall I am extremely happy with the service that is provided. The staff are very pleasant and give attention and time to my care" "Over the years I have always been confident that my daughter's support has been appropriate to her needs. As her needs have changed so has the care package. I am pleased with every aspect of her care and I am pleased with the easy process of reporting change and getting action to ensure that my daughter's care is the best she can get" "I attend various drop-in groups run by Connect; the ladies groups, music group and a confidence building course, and feel there is an improvement in my wellbeing. I also receive one-to-one support which I also feel has improved my wellbeing, and especially as it is on a more personal level" page 2 of 8

3 "I couldn't manage without my staff I'd be lost" "The service has been very good for me, it has taken me out of myself and I am very happy interacting with connect groups and the people who come along to groups, also get along very well with my keyworker" "I look forward to my meetings and my one to one meetings. The group meeting is run very well and the people who attend enjoy those days I look forward to meet them all on those days" "(name) is encouraged to access community resources and be as independent as possible. I have always found staff to be pleasant, approachable, accommodating to meet my (name) needs" "I find this service very useful and I get the right support to support me with any situation I may need help, support and advice with" "Myself personally don't think I could have maintained an independent lifestyle without the help of Richmond Fellowship. They have helped me overcome my anxiety about travelling on public transport. I am not 100% confident but with their help I'm getting better" "Would like a wee bit longer time on my support so I have longer to do what I enjoy. I enjoy going out with the staff one to one. I enjoy the staff's company" "To help with the care of my (relative) please encourage as many staff as possible to keep up to date with issues related to autism" "I am very happy with the service I receive from the support workers the help I have had has been excellent" "Support workers cover most areas of my (relative) support very well, but it would be good for my son if he could be encouraged more to take part and do more for himself under his support worker's supervision" We spoke to a further 25 people being supported and 13 members of staff as part of our inspection visit and their views are also considered throughout this report. Self assessment The Care Inspectorate received a fully completed self assessment document from the provider. We were satisfied with the way the provider had completed this and with the relevant information included in relation to the Quality Themes we were assessing. From this inspection we graded this service as: Quality of care and support Quality of staffing Quality of management and leadership 5 - Very Good not assessed 5 - Very Good What the service does well page 3 of 8

4 We found that the quality of care and support and the quality of management in this service were very good. We reviewed 11 care plans for people being supported at home during the inspection and found them to be of a very good quality, detailed and personalised. It was clear when reading them what assistance people required to support their day to day living. We saw in the care plans that people being supported participated in support planning and service reviews as did their relatives and other care professionals where appropriate. Care plans and service review records we saw were signed by either the person being supported, or their relative, where relevant, and service staff. We found that the medication support provided by the service was appropriate and records, generally, were completed to a good standard. Some recording errors we saw are discussed in the next section. We saw a very inclusive service provision. We attended a participation event which was well attended, focused on people being supported and included them in the presentation of project funding bids. The event had been well planned. The people we spoke to, who were in attendance, were very happy to be involved and actively took part in it. Groups we attended began with a business element where service updates and events were discussed and people's views and opinions canvassed. This assured us people being supported were fully involved in planning their activities and events Staff we observed during the inspection were caring, professional and understood people's needs. People being supported we spoke to told us they felt very positive about their experience of being supported. They also commented on the high quality of staff and management. Staff we spoke to had all recently had Adult Support and Protection training and felt confident to report any concerns about harms or potential harms to people being supported under the organisational policy. This was also the case for the organisational whistleblowing policy. Staff told us they received regular supervision and had access to regular team meetings. The staff we spoke to were very dedicated and person-focused. We found the service had good audit systems in place that reviewed support systems on a monthly basis, particularly medication support, service reviews, support plans and areas of health and safety. These records are accessible for review by the manager and organisational quality assurance team through an electronic management system. The manager showed us how she provided an annual report to organisational senior management which summarises the audits undertaken and any resultant action plans. We found that accidents and incidents were managed and reported properly. Managers meet monthly to review their tracker summary documentation to assess all accidents and incidents, associated actions and follow up plans. This assured us that the service reviewed accidents and incidents to learn from them and further reduce the risk of harm to people being supported. What the service could do better We found that some documentation we sampled had not been signed correctly by staff and/or managers. The service should ensure that all documentation is comprehensively completed and signed off appropriately. This will be reviewed at the next inspection page 4 of 8

5 We asked the service to provide an overview of staff training records to establish which staff had completed what training and what was outstanding. It is important that managers have easy access to an overview of training records. To get this overview proved difficult during our inspection. The service should ensure an overview of training records is easily accessible to the registered manager and provides information regarding completion of staff training and refresher dates, where appropriate. This overview ensures that staff training plans can be devised and staff competencies assured. This will be reviewed at the next inspection. We found that "as required" medication protocols were in place and that staff recorded the circumstances around the use of "as required" medication in the daily completed running notes. In two files we reviewed, however, staff had not explicitly recorded the results of the use of "as required" medication after administration. (See requirement 1) We saw that some entry errors had been made on some of the Medication Administration Record (MAR) sheets we reviewed. These entries were discussed with managers at the time of inspection. (See recommendation 1) We noted, when sampling service records, that some risk assessments had not been recently reviewed (over one year old). In one instance when it had been reviewed the date of the review had not been recorded clearly on the risk assessment documentation. (See recommendation 2) Requirements Number of requirements: 1 1. The service must ensure when supporting people with medication that: (a) care staff clearly record the post-administration observations and actions after administering "as required" medication, including the consideration of non-medication interventions. (b) persons employed in the provision of the care service receive training appropriate to the work they are to perform. This is in order to comply with: The Social Care and Social Care and Social Work Improvement Scotland (Requirements for Care Services) Regulations 2011, Scottish Statutory Instrument 210, Regulation 4 (1)(a) - a Regulation to make proper provision for the health, welfare and safety of service users, and, Regulation 15 (b) (i) - a Regulation about staff having appropriate training for the work they are to perform. This also takes into account, The National Care Standards - Care at Home, Standard 8 - Keeping Well, Medication Timescale for improvement: To begin with immediate effect following the receipt of this report. page 5 of 8

6 Recommendations Number of recommendations: 2 1. The service should ensure that all records regarding the prompting, assisting and the administration of medication are completed in full and in line with best practice and organisational policy. The National Care Standards - Care at home. Standard 8 - Keeping Well, Medication 2. The service should ensure that risk assessments are put in place and reviewed in line with people's needs on a regular basis. The review dates should be recorded clearly. The National Care Standards - Care at home. Standard 4 - Management and staffing Complaints There have been no complaints upheld since the last inspection. Details of any older upheld complaints are published at Inspection and grading history Date Type Gradings 17 Dec 2015 Unannounced Care and support 4 - Good Management and leadership 24 Mar 2015 Announced (short notice) Care and support Management and leadership 15 Jan 2014 Announced (short notice) Care and support Management and leadership 28 Sep 2012 Unannounced Care and support page 6 of 8

7 Date Type Gradings Management and leadership 16 Jun 2010 Announced Care and support Management and leadership 17 Jul 2009 Announced Care and support Management and leadership 25 Aug 2008 Announced Care and support Management and leadership 4 - Good page 7 of 8

8 To find out more This inspection report is published by the Care Inspectorate. You can download this report and others from our website. Care services in Scotland cannot operate unless they are registered with the Care Inspectorate. We inspect, award grades and help services to improve. We also investigate complaints about care services and can take action when things aren't good enough. Please get in touch with us if you would like more information or have any concerns about a care service. You can also read more about our work online at Contact us Care Inspectorate Compass House 11 Riverside Drive Dundee DD1 4NY enquiries@careinspectorate.com Find us on Facebook Other languages and formats This report is available in other languages and formats on request. Tha am foillseachadh seo ri fhaighinn ann an cruthannan is cànain eile ma nithear iarrtas. page 8 of 8