Glasgow East End Carers Respite Service Support Service Care at Home Academy House 1346 Shettleston Road Glasgow G32 9AT Telephone:

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1 Glasgow East End Carers Respite Service Support Service Care at Home Academy House 1346 Shettleston Road Glasgow G32 9AT Telephone: Type of inspection: Announced (Short Notice) Inspection completed on: 21 April 2015

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 25 5 Summary of grades 26 6 Inspection and grading history 26 Service provided by: Glasgow East End Community Carers Ltd Service provider number: SP Care service number: CS If you wish to contact the Care Inspectorate about this inspection report, please call us on or us at enquiries@careinspectorate.com Glasgow East End Carers Respite Service, page 2 of 28

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 5 Very Good Quality of Management and Leadership 5 Very Good What the service does well The service continues to engage positively with service users and their carer's, using feedback to shape the on-going development of the service. The service invests heavily in providing training for support staff. This includes having "tailor made" training designed in order to equip individual staff with the necessary skills to support service users with complex needs. High levels of satisfaction were expressed by people who use the service in terms of the quality of support and care provided by a motivated staff group. What the service could do better The service needs to carry out further work in relation to the recording and systems used when service users are supported to carry out financial transactions. The service should ensure that all staff have up to date adult support and protection training in order that they are fully up to date and understand their responsibilities in terms of reporting should any incidents occur. What the service has done since the last inspection There has been a restructuring of the service with team leaders taking on additional responsibilities and a change of role. We found that this has had a positive impact as far as allocation of work and supports provided to care staff. Glasgow East End Carers Respite Service, page 3 of 28

4 Five of seven recommendations made at the previous inspection have been met. Conclusion Based upon the findings of the inspection it was evident that people in receipt of support and their carer's are highly satisfied with the supports provided. The service is delivered by a highly motivated staff group overseen by an experienced and responsive management team. Glasgow East End Carers Respite Service, page 4 of 28

5 1 About the service we inspected The Care Inspectorate regulates care services in Scotland. Information about all care services is available on our website at The service was previously registered with the Care Commission and transferred its registration to the Care Inspectorate on 1 April The service is independently operated by Glasgow East End Carers who are part of the Carer's Trust. The service provides care and support to adults and children with a range of complex care and support needs. The service operates 365 days a year and provides a range of care from minimal support to 24 hour care in the service users' own homes and within the local community. The service aims stated, "We are committed to the highest standards of service and care. To help us to achieve this we endeavour to, Employ rigorous selection procedures for all care staff. We aim to provide a holistic approach to care and support by providing a range of services to assist service users to remain in their own homes and promote independence. To ensure that service users are provided with appropriate person centred care package that meets their individual needs". Glasgow East End Carers Respite Service, page 5 of 28

6 Recommendations A recommendation is a statement that sets out actions that a care service provider should take to improve or develop the quality of the service, but where failure to do so would not directly result in enforcement. Recommendations are based on the National Care Standards, SSSC codes of practice and recognised good practice. These must also be outcomes-based and if the provider meets the recommendation this would improve outcomes for people receiving the service. Requirements A requirement is a statement which sets out what a care service must do to improve outcomes for people who use services and must be linked to a breach in the Act, its regulations, or orders made under the Act, or a condition of registration. Requirements are enforceable in law. We make requirements where (a) there is evidence of poor outcomes for people using the service or (b) there is the potential for poor outcomes which would affect people's health, safety or welfare. 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 5 - Very Good 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. Glasgow East End Carers Respite Service, page 6 of 28

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 A short notice announced inspection was carried out on 20th and 21st April 15 by one Care Inspector. Over the course of the inspection we carried out the following activities: - Contacted four service users and four relatives by telephone to hear the views on the service - Examining 24 returned of 50 issued Care Inspectorate questionnaires distributed to Service Users and relatives/carers - Interviewed the registered Manager, Team Leader and three Care Workers - Examined a range of documents including support plans and associated assessments - Looking at specific service policies e.g. managing service user finances - Checking progress with specific incidents reported to the Care Inspectorate since the previous inspection - Looked at records associated with the support and development of staff - Checked that quality assurance systems were being implemented and progress made with areas identified as requiring further improvement. Feedback was given to the registered Manager and a Team leader at the end of the inspection where the findings and grades awarded were accepted as an accurate reflection of current performance. 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 Glasgow East End Carers Respite Service, page 7 of 28

8 Inspection Focus Areas (IFAs) Inspection report continued 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 Glasgow East End Carers Respite Service, page 8 of 28

9 What the service has done to meet any recommendations we made at our last inspection The service should reflect within the participation policy the range of methods used to capture feedback and how this information will be used to shape the on-going development and improvement of the service. This is to comply with NCS; Care at Home, Standard 4 Management and Staffing See comments under "strengths" in quality theme 1, statement 1. Based upon our findings the recommendation has been met. The service should progress plans to implement plans to make personal plans for each service user person centred, outcome focused and use reviews more robustly to monitor if amendments need to be made to support plans meet the needs of service users. This is to comply with NCS Care at Home Standard 3 Your Personal Plan See comments under "strengths" in quality theme 1, statement 3. Based upon our findings the recommendation has been met. The service should ensure that appropriate risk assessments are in place for each service user and are up to date following any accident or incident. This is to comply with NCS Care at Home Standard 4 Management and Staffing See comments under "strengths" in quality theme 1, statement 1. Based upon our findings the recommendation has been met. The service should use a robust system when assisting service users with financial transactions. This includes ensuring that signatures are place against each entry and reflect that checks that have been carried out with transactions and balances by designated staff. This is to comply with NCS Care at Home Standard 4.4 Management and Staffing See comments under "areas of improvement" in quality theme 1, statement 3. Based upon our findings the recommendation is not met. The service's supervision policy should be amended to reflect a realistic interval between supervision sessions and carry these out as per amended policy. Staff supervision sessions should be used to encourage staff to reflect on practice, identify further training and development needs and link to the training and development plan. This is to comply with NCS, Care at Home, Standard 4 Management and Staffing Glasgow East End Carers Respite Service, page 9 of 28

10 See comments under "strengths" in quality theme 3, statement 3. Based upon our findings the recommendation has been met. The service should arrange for management and staff to complete adult support and protection training in order that they can become familiar with their role and responsibilities for reporting and recording any concerns. All staff should become familiar with the service's written protocol for reporting and investigation. This is to comply with NCS, Care at Home, Standard 4 Management and Staffing See comments under "areas of improvement" in quality theme 3, statement 3 Based upon our findings the recommendation is not met. The provider should ensure that electronic notifications sent to the Care Inspectorate are sent timeously and contain essential information. This is to comply with NCS Care at Home Standard 4 Management and Staffing We have found that there have been improvements with the submission of electronic notifications to the Care Inspectorate by the Manager. Based upon our findings the recommendation has been met. 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 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 heading that we grade them under. Taking the views of people using the care service into account These are reflected throughout the quality statements. Glasgow East End Carers Respite Service, page 10 of 28

11 Taking carers' views into account These are reflected throughout the quality statements. Inspection report continued Glasgow East End Carers Respite Service, page 11 of 28

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 Our examination of records, discussion with service users, carers, staff and the manager supported that the service performs at a very good level in this quality statement. We looked at the content of the Participation Policy which was revisited by the service in June 14. The policy communicates a clear message that service users need and should be encouraged to lead and direct their own care. It also highlights service users can be involved at an operational and strategic level with the on-going development of the service. The recommendation that we made at the previous inspection in relation to amending the participation policy has been met by the additional work described above. We looked at information displayed within notice boards within the main office. We found that this contained a range of relevant information for service users and their carer's. The information included details on the use of outcome focused care planning, useful resources, groups and activities within the local community and a copy of the previous Care Inspectorate inspection report. We also found that the service provides a good range of information on the Training and Support groups available to relatives or informal carers. We looked at the range of training available;- survival kit for carers, stress management/mindfulness, mental health first aid and benefits. Training is also made available for carers of young people/children and for carers who support people with dementia. We concluded that the training and information on support groups was relevant for meeting the needs of carers. Glasgow East End Carers Respite Service, page 12 of 28

13 Since the previous inspection the service has carried out a survey in January and February 15 with service users and carers. We looked at data relating to the survey and found 28 of 81 questionnaires issued were completed and returned to the service (12 from service users and 16 by relatives/carers or friends). We found the survey to be comprehensive relating to key areas of service; - thoughts about carer workers, dignity and privacy, choice, your care & support plan, quality of service and any additional comments. Based upon the responses we concluded that there are high levels of satisfaction with key aspects of the service. We looked at the responses we received from the completed and returned Care Inspectorate questionnaires. We found 21 of 23 who responded to the statement; - "The service asks my opinions about how it can improve" either strongly agreed or agreed with the statement. Similarly feedback from relatives and service users we spoke with supported that the service routinely captures their views through face to face contact by Team Leaders from the service, are encouraged to complete surveys and have an opportunity to comment through telephone contact and through review meetings. Feedback received supported that the majority of service users and their carer's were highly satisfied with the service. The service continues to produce newsletters which are issued to carers and service users. We sampled a newsletter produced in December 14. We found that this contained information that was likely to be of interest to the client group e.g. changes to legislation, activities and outings available to service users and their carer's and cover arrangements over the festive period. We heard about the range of supports that are offered by staff to allow relatives or carers to participate in activities which may be of benefit for their own health and wellbeing. We could see that participation in these activities could be useful for the on-going development and support of carer's. Areas for improvement Whilst the service has carried out a survey and this reflected high levels of satisfaction with key aspects of the service we noted that the service needs to develop clear action plan to address the few less positive comments received. The service previously produced You said...we did... to inform relatives/carers and service users what actions have been taken by the service to address feedback or comments received. The service is currently investigating whether to continue with this approach or consider other ways of feeding back how they responded to any issues raised or themes emerging. Glasgow East End Carers Respite Service, page 13 of 28

14 Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Glasgow East End Carers Respite Service, page 14 of 28

15 Statement 3 We ensure that service users' health and wellbeing needs are met. Service strengths Inspection report continued Our examination of records, discussion with service users, carers, staff and the manager supported that the service performs at a very good level in this quality statement. We checked and found that there are relatively low numbers of accidents and incidents relating to people who use the service. We sampled some of the records and noted that these are checked by the Manager of the service. The system prompts to staff to check if any amendment are needed to the support plan and associated risk assessments. The process of checking the effectiveness of the current supports and strategies in place post event should help reduce the risk of recurrence. We were satisfied that the recommendation made at the previous inspection in relation to appropriate risk assessments being in place post accident or incident has been met. We found that the service is in the process of introducing a new type of support plan relevant to the age and abilities to each service user. This included support plans with more graphics and easy read material for children up to the age of 7 years. We also found that the service has worked collaboratively with parents to identify and reflect the interests and preferences of each child particularly for those moving from primary to secondary school. We could see how capturing this information and sharing with educational staff will assist with the smooth transition into a new educational establishment. The new type of care plan being used captures the wishes and aspirations of each service user and jointly identifies planned outcomes. We recognise that this new system is being phased in across the service and will take a number of months to be fully implemented. The recommendation made in the previous inspection in connection with personal plans being person centred and outcome focused has been met. We noted that there are wide ranging levels of support provided by the service. It is evident that individual service users and their carer's are routinely consulted on how supports should be provided. Staff have undertaken additional specialist training which includes assessing competency to meet the identified needs of service users. We noted that there are regular evaluations of resident's supports when they have complex needs. Glasgow East End Carers Respite Service, page 15 of 28

16 We looked at financial transactions carried out by the service. Finance audit sheets are being used by the Manager of the service. These are used to check financial transactions carried out between staff and service users e.g. for shopping. The service continues to carry out medication audits and found that part of the procedure includes observing staff practice when assisting service users to take their medication. We found that this was used effectively and identified if there were any further improvements or development needs of individual staff. Feedback from service users and cares/relatives indicated that the supports provided from staff of the service had resulted in many positive outcomes in meeting each person's needs: "The care package is very good. The service is reliable and staff are well trained including how to support my relative with PEG feeding." "I cannot suggest any improvements in how the service provides support to my sister." We heard that personal protective equipment is readily available for staff use to adhere to good infection control practices and through interviewing staff it was evident they understand when this equipment should be used and the importance of adopting good infection control practices. Areas for improvement The service is currently working on developing the financial policy and procedures further. Based upon the findings of the inspection we shall repeat the recommendation made in connection with this area at the previous inspection. See recommendation 1. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 1 Recommendations 1. The service should use a robust system when assisting service users with financial transactions. This includes ensuring that signatures are place against each entry and reflect that checks that have been carried out with transactions and balances by designated staff. This is to comply with NCS Care at Home Standard 4.4 Management and Staffing Glasgow East End Carers Respite Service, page 16 of 28

17 Quality Theme 3: Quality of Staffing Grade awarded for this theme: 5 - Very Good Statement 2 We are confident that our staff have been recruited, and inducted, in a safe and robust manner to protect service users and staff. Service strengths Our examination of records, discussion with service users, carers, staff and the manager supported that the service performs at a very good level in this quality statement. We examined three staff files relating to staff who had been recruited into the service since the previous inspection. Each of the files sampled, contained completed application forms, containing information to support that checks with Disclosure Scotland had been carried out in advance of staff providing support to service users. Each file included a record of written references, interview notes and training undertaken by the staff member (including induction training). Staff shared their experience of the recruitment and selection process. We heard very positive comments in relation to the structured induction programme and feedback suggested that the service is very good at tailoring training and support to meet the needs of each staff member. Based upon our interviews with staff we found that staff morale is currently good and comments received suggest that line managers and registered manager offer good support and are responsive when they raise any questions or concerns. The main service user/carers survey and small focused survey are good ways of hearing the views of people regarding the quality of staff who provide support. Areas for improvement Whilst we found that the service (based upon feedback from service users and their carers) that overall there is a good matching process between service user and staff member we would like the service to develop the recruitment policy to explicitly detail how they would be involved with the recruitment and selection of new staff. Glasgow East End Carers Respite Service, page 17 of 28

18 We found that whilst each staff file contained written references, there was one which did not contain a written reference from the last employer. We were given reasons as to why this was the case. If these are unavailable or not forthcoming a written record of the measures taken and decision making process should be held on file. We shall monitor this area in future inspections. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Glasgow East End Carers Respite Service, page 18 of 28

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 Our examination of records, discussion with service users, carers, staff and the manager supported that the service performs at a very good level in this quality statement. The service provides a range of information displayed for staff on the information board including information on mandatory training which must be undertaken by staff, policy of the month and SSSC codes of practice. A staff newsletter has been produced by the service. We examined the content of the newsletter dated August 14. We thought this was a useful medium to inform staff of key policies e.g. adult support and protection, staff development day, national developments and the registration timetable for supervisors with the SSSC. We regarded the approach used by supervisors carrying out observations of staff practice and interactions with the service users being supported was a useful method for reinforcing good practices carried out by staff and for identifying training and development needs. Feedback from staff interviewed during the inspection suggested that they found this to be of value. Similar comments were made in connection with one to one supervision sessions provided by Team Leaders. The supervision policy has been amended to reflect how frequently that these are offered to staff shaped by the numbers of hours of care that they provide. The recommendation made at the previous inspection in connection with this area has been met. The staff development day offered good opportunities to discuss key developments or changes within the service and help staff become up to date with specific policies and procedures. We looked at training offered to staff. Overall we regarded the range of training made available to staff to be appropriate for equipping staff with the necessary skills to support service users. We found that "tailor made" training had been undertaken by staff who support service users with complex needs. We could see that each staff member's level of competence was assessed by external health professionals prior to them providing support to service users. Refresher training and re-assessment of competence is programmed into each staff member's training plan. This should help to ensure that staff skills remain up to date and they carry out supports to expected standards. Glasgow East End Carers Respite Service, page 19 of 28

20 All of the completed Care Inspectorate questionnaires (completed by service users or carers) indicated that they either strongly agreed or agreed with the statement: "I am confident that staff have the skills to support me." The service has produced "training passports" which reflect training undertaken by staff. This helps keep staff up to date with the training they have undertaken, when refresher training is due and is also used for staff to share directly with service users and their carers should they be interested in the same. Training offered by the service is offered through a number of mediums: e-learning, experiential learning, attending courses from internal and external providers. We found the training provided encourages staff to think how they apply key principles of promoting dignity and respect when they apply the training to the day to day supports. The service has a SVQ training strategy. At the point of inspection 56% of staff had a recognised qualification this is broken down to two staff having SVQ level II, 38 staff with level III and two staff with level IV. There are two staff currently undertaking SVQ qualifications and the service has obtained funding for a total of 11 additional places. Areas for improvement Whilst we recognise many of the benefits of carrying out staff observations we found that the service could develop the associated records more by providing greater detail of what was discussed including many of the good practices identified. We believe the service also misses an opportunity of capturing direct feedback from the service user and or their carer on staff performance. We made a recommendation at the previous inspection in connection with completing adult support and protection training. We understood that the service had attempted to access the training with the local authority who were unable to assist. At the point of inspection the Manager and Team Leader were still researching suitable training packages. Based upon our findings we shall repeat the recommendation made at the previous inspection. See recommendation 1. When we sampled staff supervision records we found that the quality of records varied. We shared examples of areas that could be improved with the Manager during the inspection. The service should look at offering "mop up" sessions for those staff that were unable to attend the development day. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 1 Inspection report continued Glasgow East End Carers Respite Service, page 20 of 28

21 Recommendations Inspection report continued 1. The service should arrange for management and staff to complete adult support and protection training in order that they can become familiar with their role and responsibilities for reporting and recording any concerns. All staff should become familiar with the service's written protocol for reporting and investigation. This is to comply with NCS, Care at Home, Standard 4 Management and Staffing Glasgow East End Carers Respite Service, page 21 of 28

22 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 Our examination of records, discussion with service users, carers, staff and the manager supported that the service performs at a very good level in this quality statement. See "strengths" in quality theme 1, statement 1. We interviewed the Manager and found that she continues to have a very good knowledge of the current needs of individuals who use the service. Feedback from interviews with service users and relatives indicated that they have had direct contact with the Manager. The comments received indicated that office based staff and the Manager of the service have been responsive in addressing any concerns or queries. The comments received indicated that the majority of people who use the service are of the opinion that he service is well run. We looked at the completed and returned Care Inspectorate questionnaires. All of the responses either strongly agreed or agreed with the statement: "Overall, I am happy with the quality of care and support this service gives me". Areas for improvement See "areas of improvement in quality theme 1, statement 1, Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Glasgow East End Carers Respite Service, page 22 of 28

23 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 Our examination of records, discussion with service users, carers, staff and the manager supported that the service performs at a very good level in this quality statement. There have been no complaints received by the service or the Care Inspectorate since the previous inspection. The service has continued to work at improving the range of audits and systems to check performance against key areas of the service, an example of this is the introduction of personal plan record, reflecting reviews carried out and updates to support plans particularly for service users with complex needs. Quality assurance monthly checklists are used to check quality of the content of support plans, daily entries, feedback from service user questionnaires, to check if staff supervision & spot checks are being carried out, monitor incidents and to check if any complaints have been received. We found that the service utilises quality assurance systems to measure performance and identify improvement. We found that the findings feed into an annual report and much of the content is underpinned by feedback received from service users and carers. The resulting findings of the audits leads to the Manager identifying recommendations and is used as a basis for reporting to the Board. The Manager and key staff have been involved in the certification process which has led to them achieving ISO 9001 Quality management system. We found that the re-structuring of the organisation has resulted in improvement as far as monitoring staff practices at operational level. Areas for improvement Inspection report continued Whilst there are a range of audits being carried out by the service we found that improvements could be made with the monitoring and identification of improvement e.g. finance recording sheets. We noted that the self -assessment submitted in advance of the inspection detailed that there had been input from an external representative and we were informed that this person is employed with an external organisation. We suggest that records which reflect this input should be retained by the service. Glasgow East End Carers Respite Service, page 23 of 28

24 Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Glasgow East End Carers Respite Service, page 24 of 28

25 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 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). Glasgow East End Carers Respite Service, page 25 of 28

26 5 Summary of grades Quality of Care and Support Very Good Statement 1 Statement Very Good 5 - Very Good Quality of Staffing Very Good Statement 2 Statement Very 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 2 May 2014 Announced (Short Notice) Care and support Staffing Management and Leadership 4 - Good 5 - Very Good 5 - Very Good 3 May 2013 Unannounced Care and support 5 - Very Good Staffing 6 - Excellent Management and Leadership 5 - Very Good 15 Jun 2012 Unannounced Care and support 5 - Very Good Staffing 5 - Very Good Management and Leadership 5 - Very Good 30 Aug 2010 Announced Care and support 5 - Very Good Staffing 5 - Very Good Management and Leadership Not Assessed 10 Sep 2009 Announced Care and support 5 - Very Good Staffing 4 - Good Glasgow East End Carers Respite Service, page 26 of 28

27 Management and Leadership 4 - Good 17 Feb 2009 Announced Care and support 4 - Good Staffing 4 - Good Management and Leadership 4 - Good All inspections and grades before 1 April 2011 are those reported by the former regulator of care services, the Care Commission. Glasgow East End Carers Respite Service, page 27 of 28

28 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: Glasgow East End Carers Respite Service, page 28 of 28