Capability Scotland - Community Living and Family Support Services (Dundee) - Care at Home Support Service

Transcription

1 Capability Scotland - Community Living and Family Support Services (Dundee) - Care at Home Support Service Unit 10 City Quay Dundee DD1 3JA Telephone: Type of inspection: Unannounced Inspection completed on: 23 April 2018 Service provided by: Capability Scotland Service provider number: SP Care service number: CS

2 About the service The Care Inspectorate regulates care services in Scotland. Information in relation to all care services is available on our website at This care service was registered with the Care Inspectorate on 1 April Capability Scotland - Community Living and Family Support Services (Dundee) provides a Care at Home service. The service is available for children and adults with physical and/or learning disabilities living in their own homes and in accessing community facilities. The aim of the service is that individuals who have physical and/or learning disabilities should be fully included within society. They should have the opportunity and support through skills and services to maximise their independence and choice. The values underpinning the aims and objectives of the service are clearly laid out in the vision, values and mission statement of the organisation. We were informed that people using the service wished to be addressed as customers. We have respected this choice within our inspection report. What people told us We obtained the views of twenty one people using the service including three relatives. The service currently provides support to seventy nine people. Overall people were very happy with the service. They spoke very highly of the staff, management and the support they received. Before the inspection we sent out thirty five questionnaires and received fifteen back. Seven people did not know they could complain to the Care Inspectorate and six did not know the service's complaints procedure. Eight people 'strongly agreed', and seven people 'agreed' that overall they were happy with the care and support the service provides. One relative told us they were 'always impressed by the quality of staff provided. They are well trained and are always professional'. Another said, 'Capability staff are very good with xxxxx, very caring and respectful'. One person thought that new staff should be introduced slower or over a longer period of time and one person thought that communication could be better when visits were cancelled or rescheduled. During the inspection we also spoke to three people supported by the service, and phoned three relatives. We received very positive and complimentary comments about the service. One such example from a relative stated, 'I feel included and involved with decisions. I really value Capability - would recommend it to anyone!!' Inspection report for Capability Scotland - Community Living and Family Support Services (Dundee) - Care at Home

3 Self assessment Every year all care services must complete a 'self assessment' form telling us how their service is performing. A self assessment was not required to be completed at this inspection; however, the service spoke about their goals and aspirations for the forthcoming year. 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 We could see that the Activity Reports continued to improve in their reference to the SHANARRI principles. This means that it is clear to staff, customers, and their relatives, if the aim of the activity is to address, Safety, Health, Achieving, Nurture, being Active, Respect, Responsibility or to be Included. We found that 'My Review Report and Minutes' were written in a very person-centred way and were often signed by the customer. This shows that the customer 'owns' the document and has been part of the decisionmaking that effects them. We particularly thought the move to the use of portable tablets was an excellent initiative. Although this was at an early stage it was clear that there was clear investment of staff time and resources to show dividends. It provided customers and their relatives with a good record of activities in photographic form. We saw and were told that the induction and initial shadowing period was effective and appreciated by new staff. They felt that this equipped them well to do the duties of their post. Staff told us and we could see from records that there was a comprehensive variety of training provided and staff were observed to confirm understanding. We also liked that training was followed up by discussion on how it would impact upon practice. This is a very good discipline to instil as it will assist staff with their post-registration requirements. Although staff felt well supported and received regular supervision, we thought that the use of a social media 'closed group' had significantly improved communication within the team and with management. This aided in sharing good practice, what had worked well, celebrating a successful day and ensuring shifts were covered promptly and fairly. It allowed staff to inform each other of available community resources or activities. There was also evidence of more formal team meetings. As recruitment was happening when we arrived we could see and were told from customers about their involvement in this process. This gives them a real sense of pride and respects their opinion on criteria and the choice of new employee. What the service could do better Inspection report for Capability Scotland - Community Living and Family Support Services (Dundee) - Care at Home

4 We felt that although there was a good understanding of individual outcomes, they were not always specific, measureable, achievable, realistic and within a timeframe. We suggest this is discussed at staff meetings to ensure consistency. For example, it is particularly confusing if 'on-going' is used as this then may never be achieved. A target date, or review date, should always be used. We also suggest that the use of portable tablets is continued to be implemented and developed. We discussed some apps and programmes which may prove beneficial to some customers and also how the Support Plan and Review documents could be held on this device. This would enable the customer to take full ownership of their plan. The means of using the tablets as a multi-media tool within the review meeting should also be explored. There was improvements in the way that staff were recording on the Activity Reports and showing what the customer was working towards. We suggest that this practice is continued, and monitored, to ensure that it is embedded in recording method. Recording in this consistent way makes it easier to transfer information to the 'My Personal Plan' and highlight progress towards specific outcomes. Although a post-review checklist was completed, we found that there were minor omissions in some documents and a few had not been updated. This did not impact upon the quality of care and support, but we felt that the process of checking customer files could be improved. We saw that there was good practice in relation to staff practice being observed after training. We felt that this could be increased to cover a wider selection of training and be more frequent. We discussed the possibility of managers or team leaders undertaking more shadow shifts both to observe practice, support staff and be visible to customers and relatives. Although communication was improved by the use of social media, and staff felt well supported by the management team, we felt that the frequency of formal staff meetings could be increased. This gives all staff the opportunity to meet together to discuss practice and common issues. Requirements Number of requirements: 0 Recommendations Number of recommendations: 0 Complaints There have been no complaints upheld since the last inspection. Details of any older upheld complaints are published at Inspection report for Capability Scotland - Community Living and Family Support Services (Dundee) - Care at Home

5 Inspection and grading history Date Type Gradings 28 Apr 2017 Unannounced Care and support 9 May 2016 Unannounced Care and support 7 May 2015 Unannounced Care and support 6 May 2014 Unannounced Care and support 9 May 2013 Announced (short notice) Care and support 27 Nov 2012 Unannounced Care and support 4 - Good 4 - Good 4 - Good 10 Nov 2010 Announced Care and support Inspection report for Capability Scotland - Community Living and Family Support Services (Dundee) - Care at Home

6 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. Inspection report for Capability Scotland - Community Living and Family Support Services (Dundee) - Care at Home