GCC SWS Hostels and Supported Accommodation Project Housing Support Service Granite House 31 Stockwell Street Glasgow G1 4RZ

Transcription

1 GCC SWS Hostels and Supported Accommodation Project Housing Support Service Granite House 31 Stockwell Street Glasgow G1 4RZ Inspected by: Barbara Miller Type of inspection: Announced (Short Notice) Inspection completed on: 9 January 2012

2 Contents Page No Summary 3 1 About the service we inspected 4 2 How we inspected this service 5 3 The inspection 9 4 Other information 16 5 Summary of grades 17 6 Inspection and grading history 17 Service provided by: Glasgow City Council Service provider number: SP Care service number: CS Contact details for the inspector who inspected this service: Barbara Miller Telephone enquiries@scswis.com GCC SWS Hostels and Supported Accommodation Project, page 2 of 18

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 N/A Quality of Management and Leadership 5 Very Good What the service does well The staff team demonstrated a non judgemental attitude, they spoke with a genuine interest in nurturing and supporting service users. The service is person centred and small achievements are recognised. What the service could do better The service should further develop the questionnaires to include all three quality themes. What the service has done since the last inspection The manager and staff team are highly motivated, they are forward thinking. They have set up a service users forum. This encourages service users to participate in a social setting. Conclusion Clyde Place offers a nice, warm and relaxing environment for people to live in. Service users told us they felt the staff cared and wanted to help them. The staff team strive to offer a very good quality experience to service users whilst living in Clyde Place. Who did this inspection Barbara Miller GCC SWS Hostels and Supported Accommodation Project, page 3 of 18

4 1 About the service we inspected Glasgow City Council Social Work Services Hostels and Supported Accommodation is a local authority run service, managed through The Glasgow Homelessness Partnership and registered with the Care Commission as a housing support service. For simplicity, the service will be referred to as GCC SWS Hostels and Supported Accommodation within this report. GCC SWS Hostels and Supported Accommodation comprises of hostels (Inglefield St and Elder St for women only, Clyde Place Assessment Centre) and one supported accommodation service (James McLean Project) for single homeless young people. These establishments are located in different parts of the city. It has long been recognised that the city hostels are unsuitable for meeting the needs of service users and that they do not best prepare homeless people for moving onto independent or supported living. Consequently, The Glasgow Homelessness Partnership is in the middle of a five year closure and re provisioning programme to close the hostels and provide or commission a range of alternative support services and accommodation for current hostel residents. On this occasion the inspection visit was focused on Clyde Place. 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 - N/A Quality of Management and Leadership - Grade 5 - Very Good 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. GCC SWS Hostels and Supported Accommodation Project, page 4 of 18

5 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 Before the Inspection The Inspector discussed with the manager the most effective way to gain service users views at the inspection visit. It was decided that the Officer would chat informally with service users on the day of the visit. We spoke with the following people on a one to one basis or in a group setting: Three service users Manager Two team leaders We also looked at a range of policies, procedures and records including the following: Registration Certificate Ten personal care plans Service users forum minutes "You said We do" Various information leaflets Information pack Book in procedure questionnaire Exit questionnaire Stake holder feedback Staff supervision notes Staff training file 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. GCC SWS Hostels and Supported Accommodation Project, page 5 of 18

6 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 GCC SWS Hostels and Supported Accommodation Project, page 6 of 18

7 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. We received a fully completed self assessment document from the service provider. We were satisfied with the way the service provider had completed this and with the relevant information they had given us for each of the headings that we grade them under. 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 Service users spoke freely with us, they were relaxed on the day of visit. They all spoke positively about the service. Some of their comments included: "The staff are kind to me" "The cleaners work hard it's spotless" "The staff put my name down to see the doctor" "They helped me get to hospital" "They don't judge me" "This is a lot better than sleeping on the streets" "The staff are there for you" "It is clean and warm" Thirteen questionnaires were returned from three of the hostels, they all were very happy or happy with their overall support and care. Some comments included: Clyde place "Pleased with the service and staff at Clyde place and also the service, it tries to provide for the homeless" James Mclean Project (JMP) GCC SWS Hostels and Supported Accommodation Project, page 7 of 18

8 "The JMP staff have been great! They make sure the residents are safe, it is good in the JMP as if you need space you just shut your door, but when you open your door there is always someone to talk to. The JMP saved me, because when i was in the the other hostel, i felt like killing myself" Inglefield street "The staff have been very supportive and made sure regularly that i am ok, if i need any help from day to day living and about my future needs" "I moved into supported accommodation 2 years ago, then went to rehab, i got put back here and my key worker has already referred me to a day programme, and i have only been here 1 week, I have been put in the pods, i am confident t things will work out for supported accommodation for me again Thanks" Taking carers' views into account n/a GCC SWS Hostels and Supported Accommodation Project, page 8 of 18

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 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 Clyde Place The newly formed Service Users' forum meets regularly. This group encourages service users to meet together and enjoy social activities, they can air their views about the service. Service users told us they enjoyed the group "it was something to do" They told us that they had made some suggestions, to purchase cards and board games. A service user was involved in shopping for these. The service encourages a person centred approach and service users are fully involved in compiling their personal support plan. There are various ways that service users are consulted for example: Suggestion box Minor complaints forms Booking in questionnaire Exit questionnaire SW Complaints Form SCSWIS complaints procedures Any points raised are discussed at house meetings and team meetings and any improvements as a result of comments are documented (You Said - We Did) Residents complete their own feedback form prior to the 4 weekly reviews to inform of their opinion on the support provision of the staff team and service in general. Service Users are asked to complete questionnaire "How Good Is Our Service" at 4 weekly housing support reviews GCC SWS Hostels and Supported Accommodation Project, page 9 of 18

10 Key workers provide one to one sessions with residents, once per week over and above the assessment meetings. (James McLean Project) Areas for improvement The service should further develop quality assurance systems to include all three quality themes. They should collate the findings analyse them and then publish them. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued GCC SWS Hostels and Supported Accommodation Project, page 10 of 18

11 Statement 3 We ensure that service user's health and wellbeing needs are met. Service strengths Clyde Place There is a weekly GP service on site and the physical health team hold surgeries once per week, links to addiction service. Referrals can be made for enhanced home care if required. (Cordia Services provide assistance with personal and intimate care). Health needs are discussed at referral, followed up at book in and discussed continuously at reviews. Staff carry out well being checks daily Appropriate referrals are made to partnership agencies and GP services regarding health needs for example trauma team, CPN service, physical health team, addiction services, sexual health clinic etc. Service-users are linked into local community services to build confidence and reduce social isolation. Personal plans demonstrated that health and well being needs were being monitored and appropriate health professional were contacted. A service user told us that he has been unwell, he said the staff were supportive and supported him to seek medical assistance. Some service users attended health workshops "Understanding Hepatitis C" Inglefield Street There is a weekly GP service and a Physical Health Surgery once per week. Weekly sexual health clinic and links to addiction service. Service users have access to a chiropody clinic once per month. The service have links with the dietician at the Homeless Health Services. She has developed a questionnaire for service users around food choices and preferences including Halal options. The responses to this questionnaire have led to changes in the menu at Inglefield St Naloxone (antidote to heroin overdose) training sessions are now delivered by staff to service users. James McLean Inspection report continued There is a monthly sexual health clinic and links to addiction service. Staff promote personal hygiene and safe sex practices GCC SWS Hostels and Supported Accommodation Project, page 11 of 18

12 Staff promote a healthy lifestyle by supporting with cooking, shopping and encouraging membership of local sports centre. Staff are trained in food hygiene. Staff and service users prepare and cook Sunday dinner. Service users are given "Access to leisure" cards, they can access to gyms and leisure centres across Glasgow for 6 months. There are robust procedures in place for vulnerable "missing persons" and there are close links with the Police Street Teams and Care Managers. Areas for improvement There were no areas for improvement identified at this visit. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Inspection report continued GCC SWS Hostels and Supported Accommodation Project, page 12 of 18

13 Quality Theme 3: Quality of Staffing - NOT ASSESSED GCC SWS Hostels and Supported Accommodation Project, page 13 of 18

14 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 Previous inspection reports were displayed publicly. Please refer to Quality Theme 1 Statement 1.1. Service Strengths. Areas for improvement Please refer to Quality Theme 1. statement 1.1. Areas for improvement. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 GCC SWS Hostels and Supported Accommodation Project, page 14 of 18

15 Statement 3 To encourage good quality care, we promote leadership values throughout the workforce. Service strengths Job role profiles define leadership responsibilities. Managers demonstrate effective leadership qualities by taking ownership, promoting participation, listening to staff and service users. Courses to assist Managers are available on the staff intranet.this provides staff with the knowledge to manage different kinds of situations including the transition of change. G.O.L.D. (Glasgow on line Development) is also available for staff to use. Staff success is recognised informally and formally through nomination for the "Flourish" awards scheme has been introduced to recognise achievements and excellent performance. The staff told us they are encouraged to manage their own caseload. They can make decisions in a supportive environment. Staff stated feeling able to approach the manager at any time for support and guidance. Staff described morale as very good and stated feeling valued by the manager. Staff members in the service had allocated specific areas of work to develop and share knowledge. One example is, a staff member is leading in service user participation. The manager provides regular formal supervision for staff members and an annual professional development plan (PDP) in which ongoing training needs and performance is reviewed. Staff training plans demonstrated that staff were well trained and specialist training was offered for example (MAPPA) management of persistent offenders. Areas for improvement There were no areas of improvement identified at this visit. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Inspection report continued GCC SWS Hostels and Supported Accommodation Project, page 15 of 18

16 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). GCC SWS Hostels and Supported Accommodation Project, page 16 of 18

17 5 Summary of grades Quality of Care and Support Very Good Statement 1 Statement Very Good 6 - Excellent Quality of Staffing - Not Assessed Quality of Management and Leadership Very Good Statement 1 Statement Very Good 6 - Excellent 6 Inspection and grading history Date Type Gradings 10 Aug 2010 Announced Care and support 5 - Very Good Staffing 5 - Very Good Management and Leadership Not Assessed 15 Sep 2009 Announced Care and support 5 - Very Good Staffing 4 - Good Management and Leadership 5 - Very Good 22 Sep 2008 Announced Care and support 2 - Weak Staffing 2 - Weak Management and Leadership 2 - Weak All inspections and grades before 1 April 2011 are those reported by the former regulator of care services, the Care Commission. GCC SWS Hostels and Supported Accommodation Project, page 17 of 18

18 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: GCC SWS Hostels and Supported Accommodation Project, page 18 of 18