Alzheimer Scotland - Inverclyde Project Support Service Without Care at Home 1 Nicol Street Greenock PA16 7EN Telephone:

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1 Alzheimer Scotland - Inverclyde Project Support Service Without Care at Home 1 Nicol Street Greenock PA16 7EN Telephone: Inspected by: Marjorie Bain Type of inspection: Unannounced Inspection completed on: 4 February 2013

2 Contents Page No Summary 3 1 About the service we inspected 4 2 How we inspected this service 6 3 The inspection 10 4 Other information 26 5 Summary of grades 27 6 Inspection and grading history 27 Service provided by: Alzheimer Scotland - Action on Dementia Service provider number: SP Care service number: CS Contact details for the inspector who inspected this service: Marjorie Bain Telephone enquiries@careinspectorate.com Alzheimer Scotland - Inverclyde Project, page 2 of 29

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 Environment 6 Excellent Quality of Staffing 6 Excellent Quality of Management and Leadership 6 Excellent What the service does well This is a service which has created an excellent person centred approach to delivering its service and puts service users at the heart of all that they do. What the service could do better The service is currently operating at an excellent standard and will have to continue to work hard to sustain such a level of performance and achievement. What the service has done since the last inspection The service has continued to closely monitor all of its activities and actively engage with people who use the service; their families; and other stakeholders to obtain feedback about how they can further improve. Conclusion This is an organisation whose service users and their families highly praise the dedication and effort of staff who deliver high quality services. Who did this inspection Marjorie Bain Alzheimer Scotland - Inverclyde Project, page 3 of 29

4 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 This service was previously registered with the Care Commission since 1 April 2002 and transferred its registration to the Care Inspectorate on 1 April Requirements and recommendations If we are concerned about some aspect of a service, or think it needs to do more to improve, 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 based on best practice or the National Care Standards. - A requirement is a statement which sets out what is required of a care service to comply with the Public Services Reform (Scotland) Act 2010 ("the Act") and secondary legislation made under the Act, or a condition of registration. Where there are breaches of Regulations, Orders or conditions, a requirement may be made. Requirements are legally enforceable at the discretion of the Care Inspectorate. Alzheimer Scotland- Inverclyde Service is a small day service for older people with dementia and is registered to provide care and support for up to 12 service users per day. The service also provides support for some people at home. There are 40 people currently attending the service and a small number of people receive support outwith the centre under self-directed support.. The service operates from Nichol Street in the Bow Road area of Greenock. Service users receive a very flexible service which can be offered during the day, some evenings and at weekends on either a full time or part time basis. The service also supports a carers group which meets once a month. The Mission Statement for the service states 'We will enable and empower each individual to exercise their rights to inclusion, independence and choice within a day care setting. We will provide a quality day service for service users by promoting a healthy and fulfilled lifestyle.' 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 Environment - Grade 6 - Excellent Quality of Staffing - Grade 6 - Excellent Quality of Management and Leadership - Grade 6 - Excellent Alzheimer Scotland - Inverclyde Project, page 4 of 29

5 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. Alzheimer Scotland - Inverclyde Project, page 5 of 29

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 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. Marjorie Bain inspector visited the service on 4 February 2013 between the hours of 10:10 and 16:40 and provided feedback at the end of our day's inspection. As requested the service completed and returned an annual return and a self assessment form. We issued 20 Care Standards Questionnaires to people who use the service and their families and 20 (100%) were returned prior to the inspection. In this inspection we gathered evidence from various sources, including the relevant sections of policies, procedures, records and other documents, including: Annual Return Self Assessment Certificate of Registration Public Liability Insurance Certificate Care Standards Questionnaires completed by people using the service and their relatives/friends (20) Support Plans for people using service (3) Daily Notes Minutes of Club Members Meeting (4) Service Information Leaflet Inverclyde Newsletter (4) Customer Satisfaction Survey - What you told us ( ) Service Survey Results ( ) & Action Plan Advocacy in Inverclyde (Circles Network) How to complain (Care Inspectorate) Looking after your care (Care Inspectorate and SSSC) Living Well With Dementia (DVD) Alzheimer Scotland - Inverclyde Project, page 6 of 29

7 Purchasing support services from Alzheimer Scotland Taking charge - a short guide to self-directed support for people with dementia and their carers Training Programme & Calendar ( ) Staff Supervision records (3) Practice Standards (June 2011) Minute of Team Meeting (3) Report & Evaluation of Family Support & Information Sessions (October to November 2012) Met with people who use the service (5); and relative (2) Observed how staff worked Met with the manager; day care organiser; support worker; cleaner/sessional worker; sessional worker; volunteer; student nurse on placement; and in addition met Alzheimer Scotland's local dementia advisor 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 Alzheimer Scotland - Inverclyde Project, page 7 of 29

8 What the service has done to meet any recommendations we made at our last inspection There were no requirements or recommendations made at the last inspection. 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 provider identified what they thought they did well, some areas for development and any changes they planned. The service provider told us how the people who used the care service had taken part in the self assessment process. Taking the views of people using the care service into account The views of people who returned our Care Standards Questionnaire prior to the inspection and with whom we met during our visit have been documented under the relevant Quality Statement in this report. Three people told us they were unsure if they had a support plan or if their care needs were documented in their plan. Nine people said they would be unsure how to complain to the Care Inspectorate, and three people were unsure how to complain to the service. The manager will issue additional reminders to service users and their families about how to make a complaint although each newsletter already provides details about complaints procedures. Taking carers' views into account The views of carers who returned our Care Standards Questionnaire prior to the inspection and with whom we met during our visit have been documented under the relevant Quality Statement in this report. One carer said their relative had said they Alzheimer Scotland - Inverclyde Project, page 8 of 29

9 would like to do more activities but was unable to say what activities they would like organised. Alzheimer Scotland - Inverclyde Project, page 9 of 29

10 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: 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 The service was found to be operating at an excellent level for this Quality Statement. On receipt of a single shared assessment the service makes an introductory visit to discuss how people and their families may benefit from the service which can be offered. The individual and their family are encouraged to visit the service and see first hand the range of activities on offer. The service operates a drop-in-service and people can visit at any time. The latest Care Inspectorate inspection report is made available for people to view. Regular newsletters provide information about service activities and developments; forthcoming Care Inspectorate inspections; encouraging feedback about service quality; fundraising events; staff developments, training and achievements; and signposting to Alzheimer and other local services. A wide range of stimulating activities is provided and those we observed were very much being enjoyed by those who attended and there was maximum participation. There are regular service user meetings with records kept of members' decisions and use of graphics to aid understanding. Service users are encouraged to comment on all aspects of the service's development and put forward their own ideas and suggestions for further improvement. Following surveys seeking feedback from service users; carers; and other stakeholders the service publish results in an easy to ready format and reports on progress being achieved to action the suggestions received. Examples: Alzheimer Scotland - Inverclyde Project, page 10 of 29

11 ? Work with carers in order to attempt to gain non-pharmacological therapies for those with a diagnosis? More weekend services? More care in the home services for those who are housebound by their condition? More funding which will allow more people to use day care services? More communication by ? How to address the increasing waiting list for day care All those who responded to the service surveys have expressed high levels of satisfaction with service performance. People who responded to our Care Standards Questionnaire commented: 'This is an excellent service for both service users and carers' 'This is an excellent service that totally meets my needs. It allows me to socialise with others who are my age and who have memory problems like me. The service allows me to get out of the house several times per week' 'We are very content with the service we receive' Areas for improvement The service by working closely with service users; families; and other stakeholders will continue to encourage independence and seek to provide a holistic, personalised service to all that use their facilities. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Alzheimer Scotland - Inverclyde Project, page 11 of 29

12 Statement 3 We ensure that service users' health and wellbeing needs are met. Service strengths Inspection report continued The service was found to be operating at an excellent level for this Quality Statement. We sample selected three support plans for people using the service, including one person whose stated preference was to receive a service outwith the centre. Each service user had a key worker with whom they met regularly to assess progress and ensure that the service was meeting their particular needs. There was very good communication with carers. Plans included detailed background information which included the person's likes; dislikes; and personal preferences. Information about the service user's preferred method of communication was given to help staff understand and respond to individual's needs. Detailed risk assessments were in place and regularly reviewed in particular to make sure people with mobility difficulties were being properly supported. Diet and fluid intake was closely monitored and guidance information included in plans, for example, for people with diabetes. Reviews were undertaken regularly and gave a good evaluation about peoples' progress. Service users decided who they wanted to attend their reviews. One of the plans examined was for a person who was in receipt of self-directed support and had stated a preference not to attend the centre. This person's plan provided excellent detail about how they expressed their preferences for certain activities and how they were supported to pursue their interests. Each of the plans examined had been completed to an excellent standard and were very person centred. Each plan includes a summary of each person's care needs, in the event of them having to be admitted to hospital from the centre to help NHS staff understand their needs. Medication is only given in prescribed form and with signed consent. Daily notes were found to be accurate and up-to-date. There is close liaison with medical and social work services to support service users and their families to receive the support they require. Staff with whom we met had detailed knowledge of the care needs of each of the people in their care. Reminiscence is encouraged through activities such as 'Memories are Made of This'. The service links with local organisations and the Community Learning Team to organise training events such as computing; WOOPI ( wider opportunities for Older People in Inverclyde) singing sessions; outing door planting; arts and crafts; and outings. We joined four residents for lunch and they told us how much they enjoyed having company, making friends, loved the staff and activities, and looked forward to their meals which they thought were very good. We observed people who required support and encouragement to eat being attended to by staff. The meal served on the day of Alzheimer Scotland - Inverclyde Project, page 12 of 29

13 our inspection was of a very good quality. Some people stay on longer than other service users and they join in group activities then have a light tea time meal before being taken home. We met one relative during our visit when they called to collect their family member to take them to a medical appointment. They told us how much their relative benefited from attending the centre and how they enjoyed being encouraged to help out in little ways such as doing light dusting which made them feel valued and at home. They said they could not praise the manager and their staff enough. Another relative who was visiting to attend a review was also full of praise for the service being provided to their father. Throughout our day in the centre we observed a calm and joyful atmosphere with much banter between staff and service users. People who had completed our Care Standards Questionnaire commented: 'My mother looks forward to her day at the Alzheimer Care Centre - she says all the staff are very friendly and enjoys her day out' 'I love attending the Alzheimer day care in Greenock. I feel everyone is part of my family as I don't have any close relations left. They put on parties for me, especially when I turned 90 years. 'I have filled the questionnaire on behalf of my mum, she has attended Alzheimer Scotland for several years. She is well cared for and is happy there. I am also happy with the care my mum receives, regular reviews and approachable staff' 'Initially I was unsure as to how my mum would settle in day care, as although a very sociable lady, she was never interested in joining clubs or organisations of any kind. However, she loves going and looks forward to it. Indeed she has agreed to go on another day!' 'She has blossomed in the companionship and stimulation she receives from attending the day centre. This is very gratifying to myself, her daughter and main carer, as she can be - for her - very quiet and introspective when it is just her and I believe she seldom stops talking at the centre which is how she used to be' 'Alzheimer Scotland Inverclyde have played a huge and successful role in helping turn around my mother's mental wellbeing. They have also excelled at supporting myself as the familial carer by training and supporting me' Alzheimer Scotland - Inverclyde Project, page 13 of 29

14 Areas for improvement The manager and their staff work hard to ensure a quality service is delivered and will continue to work closely with the families of people who attend to ensure that service users enjoy a stimulating and varied range of activities and outings. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Inspection report continued Alzheimer Scotland - Inverclyde Project, page 14 of 29

15 Quality Theme 2: Quality of Environment 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 environment within the service. Service strengths The service was found to be operating at an excellent level for this Quality Statement. We did not examine this Quality Statement in detail during this inspection. See Quality Statement 1.1 for further strengths. Prior to moving to their current premises the service had conducted extensive discussions with people who used the service and their families about what they would like to see in the new premises. One of the things service users had asked for was that the fire place in their old premises be brought with them when they moved. This was done and has been included in one of the rooms designed for more relaxed activities and is beautifully furnished with period furnishings to which older people can relate. One service user had told the service he liked the centre so much he would 'like to bring in his bed'. The premises are bright and airy and there are various rooms, small and large where large group and small group activities can take place. Some of the dining room walls having paintings which service users painted of familiar local landmarks near to their old premises and near to their current premises. Some of the people we joined for lunch made a point of drawing our attention to these paintings and described the local buildings and views they portrayed. The paintings provided a good prompt to help them reminisce. People who completed our Care Standards Questionnaire commented: 'The premises are beautiful, so bright and welcoming. The love and warmth of the atmosphere surrounds you like a comfort blanket' 'The surroundings are warm and comfortable and she is happy' Alzheimer Scotland - Inverclyde Project, page 15 of 29

16 Areas for improvement The service will continue to actively engage with service users and their families regarding any proposed changes to the environment and will encourage those who attend the centre to put their own mark on the building. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Inspection report continued Alzheimer Scotland - Inverclyde Project, page 16 of 29

17 Statement 2 We make sure that the environment is safe and service users are protected. Service strengths The service was found to be operating at an excellent level for this Quality Statement. We inspected the internal and external areas of the building and found them to be safe and free of any hazards. Regular risk assessments of the building and surrounding area are carried out and the manager closely monitors all areas to ensure a safe environment is maintained. Fire authority and local authority environmental health checks are carried out regularly to ensure the building is safe and free from infection. A local resource centre supplies meals and these are served by service staff. We met with the cleaner who is also a sessional support worker. They originally volunteered in the centre and undertakes daily checks of the environment. PAT testing of electrical equipment is undertaken by a reputable organisation. The service has systems, processes and records in place to ensure that all necessary environmental work is carried out and actions plans put in place to address any failings. Robust risk assessments are in place for service users to help keep them safe and these are regularly reviewed. Restraint records are updated on a six monthly basis but service users are free to wander throughout the building under the watchful supervision of staff. Regular vehicle checks are carried out to ensure it is safe to transport people to and from the centre. A COSSH review had been undertaken in January 2013 and there was a valid Public Liability Insurance Certificate in place. Accident and incident records were maintained. Areas for improvement The manager will continue to work closely with her staff team to ensure that a safe environment is provided and service users and visitors protected at all times. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Inspection report continued Alzheimer Scotland - Inverclyde Project, page 17 of 29

18 Quality Theme 3: Quality of Staffing Grade awarded for this theme: 6 - Excellent Statement 1 We ensure that service users and carers participate in assessing and improving the quality of staffing in the service. Service strengths The service was found to be operating at an excellent level for this Quality Statement. People who attend the centre and their families are encouraged to be involved in the recruitment of staff. The most recent recruitment had been of a support worker, and a service user and their carer had attended the interview. The successful candidate impressed the service user and carer as they had had personal experience of caring for someone who had dementia. We happened to meet with this carer during our inspection and they spoke very highly of the manager, staff and volunteers. Regular service user and carer meetings and surveys provide regular opportunities to comment on the quality of staff. Reviews provide another opportunity to comment. Volunteers have for some years played an important part in the day to day activities of the service and feedback about their contribution is also encouraged. The service has a very stable staff group and recruitment of new staff does not happen very often. When vacancies have arisen people who use the service and their carers are invited to participate in the recruitment process. One referring organisation responded to the service survey saying: 'Each service/professional is always very helpful and supportive. Even if a service is not immediately available advice and information is provided' People who completed our Care Standards Questionnaire told us: '(name of service user) is always happy to go on Wednesday - Thursday nights. He has never had anything negative to say about it, he thinks the staff are all very nice' Alzheimer Scotland - Inverclyde Project, page 18 of 29

19 'She cannot speak highly enough of the staff, although it is mainly (name of member of staff) she can identify by name. In the sheltered environment of the day centre she can simply relax and be herself and not worry about what people think of her' 'All the staff are extremely good at what they do, friendly, professional, supportive and helpful' We observed an excellent relationship between service users; family members; and staff during our visit. Areas for improvement The service is currently considering how best to involve service users and their families in staff appraisals. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Inspection report continued Alzheimer Scotland - Inverclyde Project, page 19 of 29

20 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 The service was found to be operating at an excellent level for this Quality Statement. The manager has an appropriate management qualification and is registered with SSSC. The Day Care Co-ordinator has a SVQ4 and all but two support staff has a SVQ3 or SVQ2 qualification. Two staff is awaiting their SVQ training. Two members of staff are undertaking Training for Trainers in palliative and personal care and on completion will become the service's in-house trainers for these areas of care. Alzheimer Scotland offer all new support staff and management a four day induction training which takes account of the Scottish Government's Promoting Excellence Framework. On completion of induction staff is commenced on an appropriate level of SVQ training to enhance their knowledge and skills. Mandatory training for all support staff and management follows, and is delivered over a three day period including topics such as: organisation's values and goals; working with carers; personal care; adults support and protection; promoting excellence framework; risk assessment; and effective manual handling. Further specialist training is provided in areas such as: understanding the complexities of dementia for different age groups; impact of dementia on families; activities programmes; spirituality; palliative care; reminiscence and lifestory; and the role of Telecare and assistive technology. Staff whose induction training is more than three years old is required to undertake a one day skills update course. A range of other courses for staff and managers are provided according to the needs of the needs of each service. We interviewed three members of staff in addition to the manager. They told us that all of their core training was up-to-date and the manager notifies them when they are requiring refresher training. They said more interactive training was being introduced using computer technology. We were very impressed by the high level of commitment staff demonstrated toward their role in the service to deliver quality services to people who attended and their carers. They had a detailed knowledge of the people who attended and were attuned to any changes in service user's wellbeing. They told us volunteers added a very good dimension to the care provided. One of the volunteers who had given their time over a nineteen year period had recently passed away and staff told us their cheery disposition and contribution would be greatly missed. We met one work experience volunteer who helped in the kitchen and they told us how much they enjoyed spending time in the centre. A young student nurse was finishing their placement and Alzheimer Scotland - Inverclyde Project, page 20 of 29

21 they told us how well supported they had been by the manager and all of the staff and that they had learned a great deal. All staff interviewed told us how supportive their line managers were and that they felt part of a close working team. Areas for improvement The service will continue to link closely with Alzheimer Scotland training section to make sure all staff have up-to-date training and support so that they can evidence their contribution to the Promoting Excellence Framework for people with dementia and their families. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Inspection report continued Alzheimer Scotland - Inverclyde Project, page 21 of 29

22 Quality Theme 4: Quality of Management and Leadership 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 management and leadership of the service. Service strengths The service was found to be operating at an excellent level for this Quality Statement. We did not cover this Quality Statement in detail during this inspection. See Quality Statements 1.1; 2.1; and 3.1 for evidence of further strengths. The regular surveys carried out by the service indicate very high levels of satisfaction concerning the management and leadership of the organisation. A Carer Support Group meets monthly and the manager hears first hand views on the range of services being provided and can act quickly on any concerns. The local Advocacy Service is well advertised to signpost people to additional forms of support. We observed management spending time with people in the centre, through involvement in activities; one to one conversations; and helping keeping people safe as they moved around the centre. Service users were very relaxed and visiting relatives at ease with staff and management. One relative who we were able to speak to briefly prior to a review told us how helpful the service had been to their relative and to them. People who completed our Care Standards Questionnaire commented: 'The quality of my father's life has improved so much because of his involvement in this service. He is often offered ad hoc days as staff are very much aware of his safety and vulnerability when he is at home alone. There is always a happy, warm, and friendly atmosphere whenever you go in. Once, recently, my dad went out to the local mall and was sitting very confused and unsure how to get home. One of the volunteers from the centre saw him and took him home in a taxi and telephoned me and made him a cup of tea and settled him. The staff and volunteers do "above and Alzheimer Scotland - Inverclyde Project, page 22 of 29

23 beyond". This service is outstanding and enables people to live in their own homes for longer' 'The staff in total at Alzheimer Scotland in Inverclyde cannot be praised highly enough for the dedication and enthusiasm' Areas for improvement The service will continue to afford service users; their families; and other stakeholders' regular opportunities to comment on the management and leadership of the service and wherever possible to act on the feedback they receive. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Inspection report continued Alzheimer Scotland - Inverclyde Project, page 23 of 29

24 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 The service was found to be operating at an excellent level for this Quality Statement. The manager maintains up-to-date information on all key aspects of the service's operations to help them have an overview of all service activities and responsibilities. In this way staff performance is closely monitored. Regular daily and weekly checks of the environment ensure that any necessary repairs are quickly identified and acted upon to deliver a clean and fresh; well maintained building for people using the service and visitors. Support plans are regularly audited to ensure risk assessments are up-to-date. Person centre recordings are signed and dated by staff; and review documentation is signed by the service user and their carer to confirm their agreement with what progress has been agreed. Regular supervision and appraisal of staff offers opportunities to discuss achievement; training needs; and any areas for improvement. We found clear evidence that support plans are reviewed in a timely manner. Regular fire authority and local authority environmental inspections are carried out and any areas for improvement speedily addressed. From time to time the local authority commissioning body undertakes visits to assure themselves of the quality of service being provided and to retain the service on the approved providers list. Accident and incident records are maintained and if required notifications would be made to the relevant authority including the Care Inspectorate. When inspections were announced the carers group was often invited to attend feedback meetings but this has become more difficult to organise since the introduction of unannounced visits. For this inspection the service had requested additional Care Standards Questionnaires to provide everyone with an opportunity to have their input into the inspection process. Alzheimer Scotland at its 2012 Annual General Meeting presented the service with two Recognition Awards. The staff team were the sole winners of an award to recognise their excellent team working. The manager of the service was one of two managers presented with an award to recognise commitment to helping the service continually improve and develop services for people with dementia in their local area. Alzheimer Scotland - Inverclyde Project, page 24 of 29

25 Areas for improvement The service has been assessed as operating at an excellent level for all Quality Statements examined during this inspection. The manager and their staff team are committed to working hard to maintain that level of performance; and to delivering quality services to people with dementia and their carers in the Inverclyde area. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Inspection report continued Alzheimer Scotland - Inverclyde Project, page 25 of 29

26 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 None. 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). Alzheimer Scotland - Inverclyde Project, page 26 of 29

27 5 Summary of grades Quality of Care and Support Excellent Statement 1 Statement Excellent 6 - Excellent Quality of Environment Excellent Statement 1 Statement Excellent 6 - Excellent Quality of Staffing Excellent Statement 1 Statement Excellent 6 - Excellent Quality of Management and Leadership Excellent Statement 1 Statement Excellent 6 - Excellent 6 Inspection and grading history Date Type Gradings 30 Sep 2010 Announced Care and support 6 - Excellent Environment 6 - Excellent Staffing 6 - Excellent Management and Leadership Not Assessed 15 Dec 2009 Announced Care and support 5 - Very Good Environment 3 - Adequate Staffing 4 - Good Management and Leadership Not Assessed 13 May 2008 Announced Care and support 4 - Good Environment 3 - Adequate Staffing 4 - Good Management and Leadership 4 - Good Alzheimer Scotland - Inverclyde Project, page 27 of 29

28 All inspections and grades before 1 April 2011 are those reported by the former regulator of care services, the Care Commission. Alzheimer Scotland - Inverclyde Project, page 28 of 29

29 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: Alzheimer Scotland - Inverclyde Project, page 29 of 29