Wallace of Campsie House Housing Support Service 30 East Campbell Street Glasgow G1 5DT

Transcription

1 Wallace of Campsie House Housing Support Service 30 East Campbell Street Glasgow G1 5DT Inspected by: Jan Strain Type of inspection: Unannounced Inspection completed on: 16 September 2011

2 Contents Page No Summary 3 1 About the service we inspected 4 2 How we inspected this service 6 3 The inspection 9 4 Other information 15 5 Summary of grades 16 6 Inspection and grading history 16 Service provided by: Salvation Army Service provider number: SP Care service number: CS Contact details for the inspector who inspected this service: Jan Strain Telephone enquiries@scswis.com Wallace of Campsie House, page 2 of 17

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 Staffing 5 Very Good Quality of Management and Leadership N/A What the service does well The service listens to service users and values their views. It helps them to take up new interests and keep active and healthy. What the service could do better The service aims to continue to develop the quality of its record keeping, particularly where it refers to risks to service users. What the service has done since the last inspection The service has reviewed its staffing and made some changes to where staff will be located. Staff have been kept informed of changes and have maintained a positive attitude to these. Conclusion The service is well run and clearly supports service users in ways which show them respect. There are clear expectations on staff to perform well in their roles. Staff demonstrate a commitment to offering a good quality service and take responsibility for making sure this is achieved. Who did this inspection Jan Strain Wallace of Campsie House, page 3 of 17

4 1 About the service we inspected Social Care and Social Work Improvement Scotland (Care Inspectorate) 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 Wallace of Campsie House is a resettlement centre managed by the Salvation Army. It is registered to provide a housing support service. The centre aims to provide a safe and secure environment for people to live, while they work towards more appropriate accommodation in the community. Their mission statement says: "Wallace of Campsie House will provide accommodation for homeless people in a caring environment where individuals will be helped and encouraged to reach their full potential regardless of age, race, colour, creed or sexual orientation." The service is located in the east end of Glasgow near the Gallowgate. It is within easy distance of good transport links and shopping. The centre now supports 52 people in single occupancy flats following a refurbishment programme. There are some communal areas: a sitting area, garden, gymnasium and laundry facility. The service aims to be an integral and proactive part of the Glasgow Homeless Project. Before 1 April 2011 this service was registered with the Care Commission. On this date the new scrutiny body, Social Care and Social Work Improvement Scotland (Care Inspectorate), took over the work of the Care Commission, including the registration of care services. This means that from 1 April this service continued its registration under the new body, Care Inspectorate. 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 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. Wallace of Campsie House, page 4 of 17

5 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. Wallace of Campsie House, page 5 of 17

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 inspection report following an unannounced inspection which was carried out by Jan Strain, inspector. The inspection visit took place on 16 September In this inspection we gathered evidence from various sources as follows: Meetings with service users Meetings with staff members Staff training information Support plans Records of service users' meetings Records of staff meetings Incident records Staff supervision records Service users' questionnaires. 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. Wallace of Campsie House, page 6 of 17

7 Fire safety issues Inspection report continued 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 Wallace of Campsie House, page 7 of 17

8 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's self assessment gave a concise account of how it thought it was performing in each of the Quality Statements. Although service users were involved in the grading, this wasn't fully record in the self assessment. Overall we were happy with what the service submitted. Taking the views of people using the care service into account Here are some of the things service users said about the service: "Excellent service." "I have no complaints at all." "The staff here are the nicest people you could meet." "Staff are very helpful, 100%." "I've done brilliantly in here. I'm healthier and calmer." "You wouldn't have recognised me before I came here. I've got much healthier." "The staff are really good people." "There was one staff member I wasn't happy about. I told the manager and he sorted things right away." "There's a lot to do here. It keeps you busy and fit." "Staff are always asking if we're happy. We can tell them anything." Taking carers' views into account No carers were involved in this inspection. Wallace of Campsie House, page 8 of 17

9 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 Overall 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 We found there were lots of opportunities for service users to get involved. There were different groups that they could take part in. These groups looked at things like activities, quality assurance and health and safety. The service continued to encourage service users to participate in these. It told us about good suggestions service users had made about the service. Service users could express their views in questionnaires or using the service's suggestions box. The manager also had a regular surgery for service users who wanted to meet with him. Service users told us they were confident they could tell the manager about any problem and he would take any action that was needed. The service made sure service users got information about things that were happening at the service. There was a newsletter called the "Campsie Blether". This told people about any changes, such as staff changes. Service users were involved in producing this newsletter. There had recently been a short story written by a number of different service users. They had each written a short paragraph toward the story. This clearly helped service users feel involved in the service. The service provider demonstrated a commitment to making sure all of its services promoted participation by people who used them. There were clear guidelines and expectations. Services were closely monitored and the service provider had different "inspection toolkits" which were used to assess performance in areas such as service user involvement. The service had scored well in its recent internal inspection and was considered "advanced". Wallace of Campsie House, page 9 of 17

10 The service had clear aims for service user involvement. There were deadlines set for any action it had considered. It monitored how open and accessible its complaints system was and how well service users were involved in planning and recording their support. We found staff and service users worked together to plan the support that was needed and agree on aims and timescales. Service users told us staff consulted them and listened to their views. There were examples of service users' involvement in support planning. Discussions were fully recorded and signed by service users. Their views were expressed in their own words there was a lot of information about them and what they wanted to achieve. Areas for improvement The service aimed to continue to review how it supported service users to meet. These meetings could be poorly attended and the service wanted to try to improve on this. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Statement 2 We enable service users to make individual choices and ensure that every service user can be supported to achieve their potential. Service strengths We found the service supported service users to take part in different activities and learn new skills. There was a guitar club and art, photography and IT courses. The building had a well equipped gym and sessions there were supervised by qualified staff members. There were regular football matches and snooker tournaments. The service made sure service users could enjoy regular trips which gave them new experiences. They had recently attended the Edinburgh Tattoo. The service also arranged regular caravan holidays. Some service users were involved in voluntary work with local charities. Staff supported service users to go to college if this was what they were interested in doing. All of these things service users were involved in clearly helped them to get a bit of stability in their lives and go on to successful tenancies. Wallace of Campsie House, page 10 of 17

11 We saw examples of support plans which gave good information about service users. As discussed, service users were involved in agreeing what kind of support they needed. They worked towards goals and reviewed how they were getting on. Staff kept clear records giving details about these things. The service supported service users to pay attention to their health and well being. Service users told us their health, including their mental health, had improved since moving to the service. They were helped to make appointments and staff often accompanied them. They were also helped to get any other help they might need from other agencies for things like addiction problems. Service users were involved in discussing any risks to their well being. They signed risk assessments which detailed what measures were taken to avoid or reduce risks. Staff checked on service users daily and they made sure this was unobtrusive. They wanted to reassure themselves that service users were okay if they hadn't been seen. As discussed, service users were fully involved in discussions about general health and safety at the service. We found service users benefited from having regular one to one time with their key workers. Service users chose how they wanted to spend this time. Areas for improvement The service aimed to continue to develop risk assessment documentation and make sure staff always gave good information about what should be done to reduce risks to service users. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Wallace of Campsie House, page 11 of 17

12 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 Service users had been involved in staff recruitment at all levels. Their views were also reflected in staff appraisals. Senior staff made sure service users' views and comments were reflected in staff appraisals. We found service users were involved in making sure the service gave good quality support. They could be involved in groups which looked at different things like safety and quality assurance. Service users were involved in the service's self assessment and grading. The service recorded details of the discussions about what grade should be awarded for each Quality Statement, including Quality of Staffing and Quality of Management and Leadership. Service users met regularly and the records of these showed that there was discussion about what people would like to improve or introduce. The service made sure anything raised was acted on where possible. Information about action taken was passed on to service users in meetings. The service gave out questionnaires to service users to check how happy they were with the service. There was also a suggestions box at the service. Service users could express their views about staff anonymously. As discussed, service users were involved in producing a newsletter called the "Campsie Blether". This gave information about staff changes as well as details of their training and development. Service users were told of any new qualifications staff had achieved. Areas for improvement The service aimed to continue to involve service users in recruitment of staff and get their views on their performance. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Wallace of Campsie House, page 12 of 17

13 Statement 3 We have a professional, trained and motivated workforce which operates to National Care Standards, legislation and best practice. Service strengths We found evidence of good team work at the service. The service had recently carried out a review of staffing which involved them being fully assessed. Some staff members had been advised that they would be moving to another homeless service operated by the provider. However, staff remained enthusiastic and reported that the changes had been well managed. Staff members had opportunities to be involved in different groups which focused on things like activities, health and safety and quality assurance. They told us they were encouraged to contribute to service planning and their ideas were listened to by the service manager. Staff discussed best practice and told us some of the work they had been involved in. They told us the staff team gave feedback to each other about their performance. Staff members were involved in annual reviews of the service and were asked for feedback. The review looked at staff development and evidence that there were opportunities for staff to learn and be supported. Staff files showed staff received regular supervision. There were agreements in place which outlined how regularly staff would meet with their supervisors. The service provider had different areas which staff evidenced they were competent in. This included things like communication skills. Staff received annual appraisals which examined how well they were performing. Staff contributed to discussions about this and submitted their own self assessment. They were scored for their performance in a number of different areas. The service manager made sure staff had opportunities to meet and share ideas and good practice. Records we saw showed there was good discussion in these meetings. Areas for improvement The service aimed to continue to monitor the quality of staff supervision and appraisals to make sure these were used to effectively monitor staff performance. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Wallace of Campsie House, page 13 of 17

14 Quality Theme 4: Quality of Management and Leadership - NOT ASSESSED Wallace of Campsie House, page 14 of 17

15 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). Wallace of Campsie House, page 15 of 17

16 5 Summary of grades Quality of Care and Support Excellent Statement 1 Statement Excellent 6 - Excellent Quality of Staffing Very Good Statement 1 Statement Excellent 5 - Very Good Quality of Management and Leadership - Not Assessed 6 Inspection and grading history Date Type Gradings 19 Jan 2011 Announced Care and support 5 - Very Good Staffing Not Assessed Management and Leadership Not Assessed 3 Feb 2009 Announced Care and support 5 - Very Good Staffing 4 - Good 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. Wallace of Campsie House, page 16 of 17

17 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: Wallace of Campsie House, page 17 of 17