Leonard Cheshire Services (Scotland) - Glasgow Housing Support Service Fulwood Avenue Knightswood Glasgow G13 4AB Telephone:

Transcription

1 Leonard Cheshire Services (Scotland) - Glasgow Housing Support Service Fulwood Avenue Knightswood Glasgow G13 4AB Telephone: Inspected by: Julia Bowditch Type of inspection: Announced (Short Notice) Inspection completed on: 31 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 12 4 Other information 24 5 Summary of grades 25 6 Inspection and grading history 25 Service provided by: Leonard Cheshire Disability Service provider number: SP Care service number: CS Contact details for the inspector who inspected this service: Julia Bowditch Telephone enquiries@careinspectorate.com Leonard Cheshire Services (Scotland) - Glasgow, page 2 of 27

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 4 Good Quality of Management and Leadership 5 Very Good What the service does well Staff working in this service are very good at responding to the needs of the people who live there and are committed to providing a service that will improve people's lives. The service helps people to become involved in activities that promote their health and wellbeing. People who use the service and their relatives/carers continue to be given a variety of opportunities to have their say on the service. Staff receive very good training and support. There are good systems in place to monitor quality in this service. What the service could do better An overall audit of the environment for people with dementia could benefit them. Support plans should be in place for specific needs. What the service has done since the last inspection All the recommendations we made at the last inspection have been met. The staff team has settled well since major changes before the last inspection and Leonard Cheshire Services (Scotland) - Glasgow, page 3 of 27

4 morale is good. There has been further improvement in the variety of activities that people take part in. Conclusion This service is providing a very good standard of person-centred care. The care and support they provide is delivered by an experienced staff team. We found at this inspection that they continue to look at ways of making improvements, showing their commitment to improving the quality of life for people living there. Who did this inspection Julia Bowditch Leonard Cheshire Services (Scotland) - Glasgow, page 4 of 27

5 1 About the service we inspected The Care Inspectorate regulates care services in Scotland. Prior to 1 April 2011, this function was carried out by the Care Commission. Information in relation to all care services is available on our website at The Care Inspectorate will award grades for services based on findings of inspections. Grades for this service may change after this inspection if we have to take enforcement action to make the service improve, or if we uphold or partially uphold a complaint that we investigate. The history of grades which services have been awarded is available on our website. You can find the most up-to-date grades for this service by visiting our website, by calling us on or visiting one of our offices. 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 Leonard Cheshire (Glasgow) Service provides both Care at Home and Housing Support to adults with learning disabilities and physical disabilities within Glasgow. It is provided by The Leonard Cheshire organisation which has support services throughout Britain and its Headquarters in London. The service provides support to a range of individuals within their own homes either living alone or in a group. Each service has a dedicated staff team providing 24 hour support. The service's information brochure describes the values of the organisation as: integrity, excellence, pioneering, valuing the individual. Its mission statement is "to work with disabled people throughout the world, regardless of their colour, race or creed by providing the environment necessary for each individual's physical, mental and spiritual wellbeing". Leonard Cheshire Services (Scotland) - Glasgow, page 5 of 27

6 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 4 - Good Quality of Management and Leadership - Grade 5 - Very Good Inspection report continued 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. Leonard Cheshire Services (Scotland) - Glasgow, page 6 of 27

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 We wrote this report following a short notice announced inspection which was carried out by Julia Bowditch. We carried out the inspection over two days - 26 June 2013 between 9:00 am and 3:45 pm and 15 July from 10:00 am to 7:00 pm. We visited two of the service locations in the Castlemilk and Parkhead areas of Glasgow. We gave feedback to the Manager and the Director of Operations for Scotland on 15 July. We received further evidence by and made telephone calls to carers after this date and concluded the inspection on 31 July. As part of the inspection we took account of the completed annual return and self assessment forms that we asked the provider to complete and submit to us. We issued eight Care Standard Questionnaires to people who use the service and received six completed before the inspection visit. We also issued 20 questionnaires to staff. Twelve were completed and returned before the inspection. During this inspection we gathered information from various sources including the following: We met or spoke with: - seven people who use the service - two relatives - the manager - four personal assistants - one senior personal assistant - one team leader and we observed interactions between staff and people who use the service. We looked at: - the service's most recent self assessment - registration certificate - insurance certificate - questionnaires - four Individual Support Plans (ISPs) of people who use the service Leonard Cheshire Services (Scotland) - Glasgow, page 7 of 27

8 - medication records - risk assessments - minutes of staff meetings - staff training records - supervision records for three staff - accident /incident records - quality assurance audits 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. 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 Leonard Cheshire Services (Scotland) - Glasgow, page 8 of 27

9 What the service has done to meet any recommendations we made at our last inspection We made seven recommendations at the last inspection: 1. The manager should ensure that there are systems in place to show service users what action has been taken on any issues raised at house meetings. National Care Standards Housing Support Services, Standard 3: Management and staffing arrangements Met. See Quality Statement 1.1 for progress. 2. The manager should ensure that all service users have access to a varied programme of activities which interest them. National Care Standards Care at Home, Standard 4: Management and staffing Met. See Quality Statement 1.3 for progress. 3. Information on the medication of people starting the service should be made available to all staff working with them as soon as possible after they move in. National Care Standards Care at Home, Standard 4: Management and staffing Met 4. The manager should ensure that the system for auditing medication is robust. National Care Standards Care at Home, Standard 4: Management and staffing Met. See Quality Statement 3.3 for progress. 5. Minutes of team meetings should be made available to all staff. National Care Standards Care at Home, Standard 4: Management and staffing Met 6. In order to respect people's privacy staff should always knock on bedroom doors first and wait for a reply before entering. National Care Standards Care at Home, Standard 9: Private life Met Leonard Cheshire Services (Scotland) - Glasgow, page 9 of 27

10 7. The manager should look at suitable ways of gathering the views of external stakeholders and other interested parties. National Care Standards Care at Home, Standard 4: Management and Staffing Met. See Quality Statement 4.4 for progress. 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 Care Inspectorate received a fully completed self-assessment document from the provider. We were satisfied with the way the provider completed this and with the relevant information included for each heading that we grade the service under. The provider identified what they thought the service did well, some areas for development and any changes it planned. The self assessment contained a range of information which mostly reflected what we found on our visits. However the self assessment would have been strengthened by more evidence of outcomes for the people who use the service and how they had taken part in the process. Taking the views of people using the care service into account During the inspection we visited two houses and met seven people who use the service. Everyone we met seemed relaxed and happy with the routines of the day and staff who supported them. Staff clearly knew people well and how best to communicate with them and responded in a respectful way to them. Taking carers' views into account We spoke by telephone with one relative of a person who uses this service who was overall very happy with the care provided by staff and described communication with the service as 'great'. We also spoke to a relative of a person about to move into one of the services who was very happy with the arrangements that had been made and the family's involvement in them. Leonard Cheshire Services (Scotland) - Glasgow, page 10 of 27

11 The comments we received included: "The care is really good, I've got no complaints." "Staff have asked what he likes to do, what he eats and things like that. He's visited the house and is very keen to move in." "I think he's kept quite busy but I would like to see him get out a bit more but I know with cutbacks it's difficult." We received six completed questionnaires from relatives of people who use this service. All 'agreed' or 'strongly agreed' that they were overall happy with the quality of care and support given to their relative. Two relatives raised issues that we are confident the service has now dealt with. We have included further comments and views from carers of people who use the service throughout this report. Leonard Cheshire Services (Scotland) - Glasgow, page 11 of 27

12 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 We found that this service was very good at involving the people who use it in the assessment and development of their care and support. We decided this after talking with people who use the service, carers, managers and staff. We also looked at Individual Support Plans and the minutes of house meetings and other written evidence. We saw that staff worked hard to make people's support as person centred as possible and to ask for their views and respect their choices. There was a variety of ways they listened to people's views: * People who use the service were given choices in their daily lives such as when to get up, what to eat, what activities to take part in or how to spend their day. * This service operated a keyworker system where a named member of staff took responsibility for each person who uses the service. Overall we saw that all staff knew people and their individual needs very well. * Staff continued to develop personal passports for some people which gave a good summary of the person and essential information about them which could be used by other people or agencies involved in their care. * We saw from records of individual keyworker meetings or house meetings that people were asked for their views in areas such as activities and how their house should be decorated. We heard from the relative of a person about to move to the service that they had decorated his bedroom and chosen furnishings for his room. It Leonard Cheshire Services (Scotland) - Glasgow, page 12 of 27

13 was good that individual meetings were held with people for whom a group meeting was not appropriate. This was an example of the person centred approach that the service took to participation. * We saw that where possible people and their relatives had been involved in developing their own care plans (known as Individual Support Plans (ISPs) in this service) and risk assessments. Information in ISPs was person centred and presented in an easy to read format with good use of pictures. A relative we spoke to confirmed that they had been involved in developing the care plan and attended regular reviews. * People clearly had their say on what activities they wanted to take part in and we saw that activities that were planned reflected their interests and choices. For example we saw from records that one person had chosen where to go on holiday and had chosen staff from another service to support them. * Reviews were now being held regularly and most people who use the service and their relatives attended and their views were recorded. We saw that for one review the person using the service had chosen to hold it in the garden. * Questionnaires were issued to people who use the service and relatives/carers. It was good to see that an action plan had been drawn up in response to any issues raised. This showed that the service took seriously any points raised and followed them up. Carer questionnaires asked for feedback on staff and quality of care and if they knew how to have their say. Questionnaires for people using the service gave them the opportunity to say whether they were given choices and also how staff treated them. All responses were very positive. * The manager visited each service twice a year to give people the opportunity to feed back to her directly. She had also offered to meet carers at an open day where they could drop in at any time but the response was poor as people told her they were happy with the service and felt they could discuss their relative's care at other forums such as reviews. A barbeque arranged for this summer should give relatives the opportunity for informal contact with staff and the manager. * A newsletter had been developed and sent to carers and other interested parties giving very good information on all areas of the service. It also asked people for feedback on the service. * We saw that the service involved advocacy services in situations where people using the service required independent advice and support. Areas for improvement Inspection report continued The service should continue to develop the very good work already in evidence for this statement. Leonard Cheshire Services (Scotland) - Glasgow, page 13 of 27

14 Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Leonard Cheshire Services (Scotland) - Glasgow, page 14 of 27

15 Statement 3 We ensure that service users' health and wellbeing needs are met. Service strengths Inspection report continued We found that performance by this service was very good in the areas covered by this statement. We concluded this after we looked at Individual Support Plans and related recordings and spoke with staff, the deputy manager and people who use the service about health and wellbeing. Keeping people well, both physically and mentally, was considered to be of great importance in this service. We saw this through the prominence it was given in discussions at team meetings, reviews and keyworker meetings. As we said under the previous statement staff knew people who use the service and their needs very well. Those we spoke to told us of the challenges that changes in people's health needs presented but felt well supported to respond quickly and appropriately. Overall we saw that the service was very good at responding to changes in people's needs. A good example of this was the individual response to a diagnosis of dementia - training was arranged for staff, changes made to the environment, input sought from health professionals such as the Community Psychiatric Nurse and Psychiatrist, and staff received support with the person's behaviour from the organisation's behaviour support officer. This was a very good all-round person-centred response to the person's needs. Other training that staff received to support people when their health needs changed was diabetes awareness. Staff also received training in first aid, food hygiene, epilepsy awareness, use of bedrails and risk assessment. There were good individual risk assessments in place for each person. All of this ensured people's health and safety. We saw an improvement in the quality of recording in ISPs - information was very person centred and written in a respectful way. We noted that staff had received training in person centred planning. ISPs were reviewed regularly with the person's full involvement and/or that of their relatives. The ISPs we looked at gave very good information about people's health needs and information on the best way to support them. People's day to day health was monitored through regular routine health and wellbeing checks such as those by GP, optician, dentist and chiropodist, as well as input from such as the physiotherapist and occupational therapist. We saw that each person had a hospital admission passport with useful health and other information should they be admitted to hospital. One relative told us: "His health needs are well looked after and they're very good at contacting me if there are any problems." The variety of activities we heard about showed us that this service was committed to supporting people to live busy lives doing things they enjoyed and therefore as far as possible maintaining their physical and mental wellbeing. We could see that Leonard Cheshire Services (Scotland) - Glasgow, page 15 of 27

16 supporting people to keep active and to socialise as much as possible was encouraged in this service. There was a good variety of activities on offer and we heard of the progress one person had made at music therapy sessions which showed they clearly enjoyed them. Physical exercise and relaxation was also promoted by staff to keep people healthy and we saw that this included activities such as walking, using the gym and aromatherapy sessions. We could also see that staff in the service considered it important for people to maintain relationships with family, friends and their local community and supported them to do so. An important aspect of keeping people safe was staff knowing what to look out for and what action to take if abuse was suspected and so it was good to see that all staff had received training in Adult Support and Protection. Those we spoke to were clear about their responsibilities if they had any concerns. We found that the service was following very good practice in relation to the management of medication including good auditing systems and response to medication errors. This was important to ensure that people received their medication safely. Dignity Champions had been identified in the organisation whose role was to keep other staff informed of good practice in promoting the dignity of the people who use the service by passing on information in team meetings and while working with people. Areas for improvement Inspection report continued We felt that there should be support plans giving information on how people with specific need such as dementia and visual impairment will be supported. (See Recommendation 1 under this statement) Although we saw a good response to the needs of people with dementia we felt that they would benefit from a more detailed dementia audit of their whole environment. We have asked the manager to consider this to ensure that houses where people with dementia live are in line with best practice for dementia care environments. An example of guidance on a tool for this can be found at: consultancy_design_audit. In addition the manager and staff should become familiar with 'Promoting Excellence: A framework for all health and social services staff working with people with dementia, their families and carers' and 'Standards of Care for Dementia in Scotland' (found at There were protocols in place for administering as required (PRN) medication but thought these could include more detail. For example, for a person who required lactulose for constipation, staff should be given guidance on how long to wait before deciding to administer the medication. We have asked the manager to review PRN protocols to ensure that they contain enough detail for staff to be confident when to take action. We will follow this up at the next inspection. Leonard Cheshire Services (Scotland) - Glasgow, page 16 of 27

17 Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 1 Recommendations Inspection report continued 1. Where people have a specific support need a support plan should be developed for each area of need. National Care Standards for Care at home, Standard 3: Your personal plan Leonard Cheshire Services (Scotland) - Glasgow, page 17 of 27

18 Quality Theme 3: Quality of Staffing Grade awarded for this theme: 4 - Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of staffing in the service. Service strengths We found that this service was good at involving the people who use it in having their say on the quality of staffing. We decided this after talking with people who use the service and looking at individual support plans, reviews and questionnaires. People who use the service, relatives and stakeholders had opportunities to give their views on staff using some of the methods for participation described under Quality Theme 1, Statement 1. Areas for improvement As we indicated at the last inspection the evidence for this statement could be strengthened further by asking people who use the service or their relatives for feedback on individual staff performance, which could be used in supervision and appraisal to assist with staff professional development. We saw from the action plan developed following feedback in family questionnaires that family carers would be invited to be involved in the next round of recruitment. Grade awarded for this statement: 4 - Good Number of requirements: 0 Number of recommendations: 0 Leonard Cheshire Services (Scotland) - Glasgow, page 18 of 27

19 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 We found that performance by this service was very good in this area. We decided this after talking with people who use the service, managers and staff and looking at evidence relating to the quality of staff training, supervision and team meetings. We found at this inspection that staff morale had improved and that staff were much happier and more settled now following recent significant changes to the staffing structure. This resulted in better outcomes for people who use the service. During the inspection staff presented as motivated and committed to supporting people to make a difference in their lives. We found that there was good day to day communication between staff so that everyone was kept up to date with any issues. The staff we spoke to told us that they had a good team, were well supported by each other and enjoyed their work. They felt that the manager and senior staff were approachable and they could go to them at any time if they had any questions or concerns. All staff we spoke to and those who returned our questionnaires agreed that there were good training opportunities in this organisation. We saw that mandatory training was up to date and staff also received good training specific to the people they supported, such as dementia, diabetes, challenging behaviour, epilepsy, disability equality and nutrition. New staff worked through an induction programme and it was good to see that there was now a new induction package specifically for Scotland which meant that information was more local and therefore meaningful. New staff were given opportunities for shadowing more experienced staff as part of their induction. Staff received regular supervision and appraisal from their line manager where they had the opportunity to discuss any training, practice and organisational issues. We also saw that staff attended regular team meetings where they told us they could have their say on all aspects of the service. We saw from minutes that there was a good mix of discussion on training, practice, staff issues and issues affecting people who use the service. We were pleased to see that some practice issues were raised by staff themselves, discussed at team meetings and actions agreed. There were regular meetings for team leaders and senior personal assistants which gave them the opportunity to share practice and therefore work consistently across locations. We saw at recent meetings that they were made aware of current good practice such as the new healthy eating/living strategy and design of housing for Leonard Cheshire Services (Scotland) - Glasgow, page 19 of 27

20 people with dementia. Both team leaders had been given responsibility across the service for personalisation, the government strategy for ensuring person centred care. Areas for improvement We saw in one service we visited that the team leader and senior personal assistant took responsibility for updating Individual Support Plans (ISPs) rather than the keyworkers. We were told that this was because some staff were not confident in using computers and IT systems. We discussed this with the manager and asked them to look at this again as this meant that when ISP audits were carried out team leaders and seniors were auditing their own work. (See also Quality Statement 4.4) We will look at this again at the next inspection. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Leonard Cheshire Services (Scotland) - Glasgow, page 20 of 27

21 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 We found that this service was very good at involving the people who use it in having their say on how the service was developed. We decided this after we spoke to people who use the service, staff and managers and looked at supporting documentation. People who use the service, relatives and stakeholders had opportunities to give their views of management using some of the methods for participation described under Quality Theme 1, Statement 1. Leonard Cheshire Disability (Scotland) had employed an independent Personalisation Involvement Officer (PIO) who visited services and observed the care and support provided. We saw that the PIO then met with the Director of Operations for Scotland to report any issues that required attention. From this some issues were passed to the Senior Management Team and so had an influence on the strategic direction of the service. The manager continued to make regular visits to each of the houses to meet with service users and give them the opportunity to have their say on all aspects of the service. Areas for improvement The service should continue to develop the very good work already in evidence for this statement. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Leonard Cheshire Services (Scotland) - Glasgow, page 21 of 27

22 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 Inspection report continued We found that performance by this service was very good in this area. We decided this after talking with people who use the service, managers and staff and looking at evidence relating to how the service monitored and audited quality. From the evidence we have seen at this inspection and in talking to the manager and staff we can see that there is a commitment to continually improving the service and therefore the quality of life for people using it. There was a good range of methods for monitoring the quality of the service. These included: * We saw that the methods of participation described in Quality Statement 1.1 in this report meant that people who use the service and carers were involved in assessing the quality of the service, for instance through questionnaires, reviews, meetings with the manager and house meetings. * Regular staff meetings and supervision gave opportunities for staff to be involved in the development of the service and to have their say in how it could be improved. We saw from records of staff supervision that the manager and team leaders monitored care plans and raised practice issues with staff. This continuous monitoring and evaluation of staff practice helped to ensure the quality of service people were receiving. * Staff were given the opportunity via questionnaires to feed back on how the service performed in areas such as training, communication, the environment and management. * An annual quality monitoring visit by a manager from another Leonard Cheshire service was carried out to audit all areas of the service. * The service manager compiled monthly written reports on all areas of the service for the Director for Operations for Scotland and service managers met with her monthly to review progress. * Senior personal assistants compiled monthly reports on each service for the manager covering all areas of practice. We raised the issue of seniors updating ISPs but also monitoring them as part of this process (See areas for improvement under Quality Statement 3.3 in this report) Leonard Cheshire Services (Scotland) - Glasgow, page 22 of 27

23 * Team leaders made weekly visits to each service they were responsible for to ensure that all records were up to date. * Six-monthly medication audits were carried out. * There was good health and safety monitoring of areas such as accidents and incidents and reports were sent to the organisation's Health and Safety Adviser which ensured that any trends were identified. * The manager completed a tracker for supervision, appraisals and team meetings to ensure that all were kept up to date. Information on the frequency of each of these was compiled by seniors in each of the services. * A senior team away-day had looked at how quality was monitored in Scotland in order to be consistent across all services. * The manager had devised a questionnaire to give stakeholders the opportunity to give feedback on the service but had received no responses. As we said elsewhere in this report staff considered the manager and senior staff to be approachable which meant that they felt comfortable raising any concerns with them directly. We saw that team leaders and senior personal assistants were given the opportunity to discuss the service's strategic plan. Overall we found that there was some very good work being done by the service to show commitment to continuous improvement and therefore good quality assurance. Areas for improvement The manager should continue to look at ways to involve external agencies and interested parties in assessing and improving the quality of the service across the quality themes. Otherwise they should continue to develop the very good quality assurance processes we have seen to ensure that outcomes for people who use the service continue to improve. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Leonard Cheshire Services (Scotland) - Glasgow, page 23 of 27

24 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 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). Leonard Cheshire Services (Scotland) - Glasgow, page 24 of 27

25 5 Summary of grades Quality of Care and Support Very Good Statement 1 Statement Very Good 5 - Very Good Quality of Staffing Good Statement 1 Statement 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 17 Jul 2012 Announced (Short Notice) Care and support Staffing Management and Leadership 4 - Good 4 - Good 4 - Good 13 Jun 2011 Announced (Short Notice) Care and support Staffing Management and Leadership 3 - Adequate 4 - Good 3 - Adequate 12 Jul 2010 Announced Care and support 2 - Weak Staffing 3 - Adequate Management and Leadership 3 - Adequate 17 Nov 2009 Announced Care and support 2 - Weak Staffing 2 - Weak Management and Leadership 2 - Weak 13 Feb 2009 Announced Care and support 3 - Adequate Staffing 4 - Good Leonard Cheshire Services (Scotland) - Glasgow, page 25 of 27

26 Management and Leadership 3 - Adequate All inspections and grades before 1 April 2011 are those reported by the former regulator of care services, the Care Commission. Leonard Cheshire Services (Scotland) - Glasgow, page 26 of 27

27 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: Leonard Cheshire Services (Scotland) - Glasgow, page 27 of 27