Allan Street Children's Unit Care Home Service Children and Young People 41 Allan Street Dalmarnock Glasgow G40 4RF Telephone:

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1 Allan Street Children's Unit Care Home Service Children and Young People 41 Allan Street Dalmarnock Glasgow G40 4RF Telephone: Inspected by: Jan Strain Type of inspection: Unannounced Inspection completed on: 12 July 2012

2 Contents Page No Summary 3 1 About the service we inspected 4 2 How we inspected this service 5 3 The inspection 8 4 Other information 18 5 Summary of grades 19 6 Inspection and grading history 19 Service provided by: Glasgow City Council Service provider number: SP Care service number: CS Contact details for the inspector who inspected this service: Jan Strain Telephone enquiries@careinspectorate.com Allan Street Children's Unit, page 2 of 21

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 Environment 5 Very Good Quality of Staffing 5 Very Good Quality of Management and Leadership 5 Very Good What the service does well This is a small, homely service which provides a warm and welcoming environment for young people. An enthusiastic staff team work well together to make sure young people are fully supported to reach their potential. What the service could do better The service provider continues to look at how care planning records can be improved to reflect young people's involvement and views. What the service has done since the last inspection The service has continued to develop how it involves young people and gets their views on how well they think it is doing. Conclusion Young people clearly live active lives and are supported to pursue their own interests and hobbies. They tell us they are happy at the service and like all the staff there. Who did this inspection Jan Strain Allan Street Children's Unit, page 3 of 21

4 1 About the service we inspected Allan Street is run by Glasgow City Council and provides support and accommodation for up to five young people who require to be looked after away from home. At the time of the inspection there continued to be four young people accommodated at the service. The unit is situated in a quiet part of a housing estate in the East End of Glasgow. The aim of this unit is to ensure all young people feel safe and secure. The full statement of aims is available for viewing. Before 1 April 2011 this service was registered with the Care Commission. On this date the new scrutiny body, Social Care and Social Work Improvement Scotland (Care Inspectorate), took over the work of the Care Commission, including the registration of care services. This means that from 1 April this service continued its registration under the new body, Care Inspectorate. 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 Environment - 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. Allan Street Children's Unit, page 4 of 21

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 We wrote this inspection report following an unannounced inspection which was carried out by Jan Strain, Inspector. The inspection visits took place on 19 and 25 June During the inspection process we gathered evidence from various sources as follows: Meetings with young people Meetings with staff members Meeting with the service manager Support plans Records of young people's meetings Records of staff meetings Service questionnaires Participation policy Records of staff training Staff supervision records 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. Allan Street Children's Unit, page 5 of 21

6 Fire safety issues Inspection report continued 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 Allan Street Children's Unit, page 6 of 21

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 Here are some of the things young people said about the service: "This is the best place ever" "All the staff are nice to me" "It's really good here" "I have good contact with my family but I'm happy when I'm here too" "Staff are really patient with everyone" "Staff are always nice and talk to you respectfully" "I'm happy with my care plan. I feel I'm involved in decisions" "I really like it here" Taking carers' views into account Here are some comments carers made about the service: "The staff who look after the children are great" "Any time I've visited I've been made to feel welcome" "I can't fault Allan Street" "The care and attention is second to none" Allan Street Children's Unit, page 7 of 21

8 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 There was evidence that there was good communication between staff and young people. In young people's questionnaires and in our meetings with them we were given good feedback about how staff and management related to them. They said things like "staff here always help you to understand things and are very patient". They told us staff respected their views and always listened to what they had to say. We observed staff at the service interacting well with young people. This included the cook and handyman who we met during our visits. When staff recorded daily events they used respectful language and gave good accounts of young people's views and feelings. We saw the service tried to get young people together to talk about how things were going there. This was a small service and often there were only a few young people at these meetings. However, the service had a flexible approach and took advantage of opportunities to involve young people in discussions and get their views. We could see from records that staff acted on young people's suggestions where possible. When young people asked for particular outings or activities staff tried hard to organise these. Young people could get involved in other meetings to talk about things that affected them. These included health forums and computer groups with children's rights officers. Young people had also met with Community Police. These allowed them opportunities to help develop the service. The service asked young people's families and other workers involved with them to give comments or suggestions. The service sent us examples of these questionnaires as part of the self assessment process before the inspection. This demonstrated what Allan Street Children's Unit, page 8 of 21

9 we felt was a commitment to examining how well it was meeting young people's needs. Young people told us they felt comfortable in their review meetings and were always listened to. They said staff helped them to prepare for their meetings. They always completed questionnaires called "Having Your Say" before their review meetings. This meant that when the meetings took place everyone attending knew what was important to young people. All of the young people had had review meetings in the last 6 months. We found the service engaged well with young people's families and carers. Young people told us staff were always friendly and welcoming to their families or to other people involved in their care. We saw some feedback from family members and comments included "any time I've visited I have been made to feel welcome". We could see staff worked with everyone to achieve the best level of family contact for young people. Areas for improvement The service should continue to review policies and other documents, making sure they are in straight forward language and easy for everyone to understand. Some of the standard documents used in care planning didn't reflect young people's involvement and views. This was an area the service provider aimed to improve. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Allan Street Children's Unit, page 9 of 21

10 Statement 3 We ensure that service users' health and wellbeing needs are met. Service strengths Inspection report continued The service had a named Looked After and Accommodated Children's (LAAC) nurse who visited regularly. Young people were therefore supported with any health problems and helped to maintain healthy lifestyles. We found staff worked with other agencies and carers to address any concerns about young people's mental well being or behaviour. We saw good examples of consistent work being undertaken to help young people become more calm and settled. The service had a balanced approach to risks and managed these well. Each young person had thorough risk assessments in place with separate guidelines about managing these. Staff demonstrated good knowledge of any risks identified for each young person. They used risk assessment and management to make sure young people got to live as normal lives as possible without unnecessary limitations on their freedom. They clearly worked with other individuals involved with young people, including carers, social work and health staff, making sure young people were safe and happy. We found young people were supported and encouraged to get involved in different activities, including dancing, horse riding and swimming. Staff also had a good approach to informal and unplanned outings such as visiting parks, shops or cinemas. All of the young people told us staff were always willing to go out and do different things. We found the cook in place at the time of the inspection worked well with staff and young people to promote healthy eating. He knew young people's likes and dislikes and adapted meals to make sure they were nutritious and appealing to them. Fresh produce was bought in local shops and there was an emphasis on home made meals and snacks rather than pre prepared ones. He involved young people in discussions about menus and was clearly happy to respond to suggestions. He supported young people preparing to move out of the service by helping them develop their cooking skills. All of the young people were engaging well with their schools. Staff attended school events such as parents' evenings and fun nights, making sure young people felt involved in school activities. We found staff worked well with other workers involved with young people, including teachers and health staff. Their progress was recorded in monthly care plan audits, with the service manager making sure anything that needed to be addressed was acted on. Care plan reviews were taking place every 6 months and young people's health needs were being fully discussed. Allan Street Children's Unit, page 10 of 21

11 Areas for improvement The service aimed to continue to promote healthy lifestyles and encourage young people to take part in physical activities. The service provider aimed to continue to develop the training on offer to staff and was in the process of consulting with them to establish their views. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Allan Street Children's Unit, page 11 of 21

12 Quality Theme 2: Quality of Environment 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 environment within the service. Service strengths We commented on participation under Quality Statement 1.1., detailing the different ways young people could get involved. With reference to the quality of the environment, we found evidence that young people's views and preferences were taken account of. Each young person's bedroom reflected their own tastes and interests. Young people were involved in discussing plans for decorating communal areas. We saw evidence of young people choosing colours and samples. They could ask for new equipment and games or make suggestions about how the accommodation could be improved. Young people discussed things like privacy and noise as a group. It was clear they were supported to respect each other and consider the impact which things like playing music too loud had on others at the service. Areas for improvement As discussed, the service provider should continue to develop how it records young people's support needs, making sure these reflect young people's involvement. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Allan Street Children's Unit, page 12 of 21

13 Statement 3 The environment allows service users to have as positive a quality of life as possible. Service strengths This was a small service and accommodation was homely and welcoming. There had been recent improvements which included getting new flooring and a new kitchen. We could see that important repairs were carried out without delay. If the service considered a repair to be urgent it was generally seen to within 24 hours by the local authority's building services. The service's handy man kept up with minor work in the house and garden. The service had information which helped staff to support young people at times of particular stress or crisis. Individual Crisis Management Plans (ICMPs) were designed to support staff to identify triggers which could upset young people and to respond appropriately. Information looked at risks associated with each young person. This helped to make sure young people's safety was maintained. Staff fully recorded information about any significant incidents at the service. We could see staff discussed how they responded to situations and were willing to question observed practice. The service manager examined incident records and made sure outcomes were discussed. External managers also viewed this information. This helped them to monitor how effectively the service was responding to incidents. Young people told us they felt safe and protected from bullying and abuse. We could see staff engaged well with them to discuss their safety. Safe care was on agendas for staff meetings, young people's meetings and staff supervision. The service had a safe care action plan in place and young people were aware of this document. We found the service undertook all the necessary health and safety checks in line with the local authority's policies and procedures. Areas for improvement We found ICMPs could be expanded to give some more detail about how to respond to young people. Although staff were clear about agreed responses, these tended to be recorded as bullet points without any description. In some cases where young people were experiencing particular difficulties we could see that more information would be beneficial for new or relief staff. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Allan Street Children's Unit, page 13 of 21

14 Quality Theme 3: Quality of Staffing 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 staffing in the service. Service strengths In previous Quality Statements we described the different ways young people could get involved and express their views about the service. We saw that young people discussed their views on staff at their meetings. Feedback about staff was also given in questionnaires given to young people, carers and anyone who had regular contact with the service, like social workers. Young people told us they were happy with staff but that they knew they could tell someone if this changed and they had concerns. They told us they felt they could tell staff anything and staff would listen. As discussed we saw good interaction between staff and young people. There was evidence of a culture of openness and respect. We could also see this in the quality of written communication and records. The service provider had developed a city wide group called the "Reference Group". This aimed to provide opportunities for young people from its various services to get involved in decision making and give feedback. This had evidently been successful with a number of young people attending events and meetings. Areas for improvement The service provider aimed to continue to develop opportunities for young people to get involved in the recruitment of new staff. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Allan Street Children's Unit, page 14 of 21

15 Statement 3 We have a professional, trained and motivated workforce which operates to National Care Standards, legislation and best practice. Service strengths Feedback from young people, carers and other staff who visited the service indicated that staff performance was very good. Comments about staff included the following: "Any time I've visited I've been made to feel welcome" "All the staff are really nice to me" "Staff are really good here" We found staff demonstrated an enthusiastic and positive approach to working at the service. They told us it was a good service to work at. They were particularly happy that it was small and homely and felt this helped them to respond to young people's different needs and maintain a safe environment. The staff members we met with during our visits evidenced good values. By this we mean they spoke about young people and related to them with respect, showing good knowledge of their rights to things like choice. They clearly gave a lot of thought to how they could best meet young people's needs. We found there was a good approach to staff development within the service. Staff had regular formal supervision and records of these meetings evidenced good discussion about practice. The staff team met regularly and again records showed there was good discussion about how well the service was performing. As discussed before, staff clearly discussed and questioned their own practice which clearly helped the service in its approach to improvement. Staff told us they were generally happy with the training opportunities provided. There was no problem in accessing the training they needed to support young people effectively. Some said they would welcome training which challenged them a bit more. The service provider was, however, in the process of carrying out a training audit and staff were being asked for their views. Areas for improvement As discussed, the service provider was undertaking a training audit for staff in services such as this. It aimed to respond to identified needs and listen to staff views on what training and support could lead to improvements in quality. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Allan Street Children's Unit, page 15 of 21

16 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 As discussed in previous Quality Statements there were different ways for young people to get involved in the service and express their views about different aspects of it. We have spoken about the "Reference Group" which involved young people representing their different services. One young person at the service was actively involved and kept other young people at the service informed of what happened at meetings. The Reference Group met regularly. The service provider consulted young people in the group about any changes that were planned. They could raise concerns about how services were run or make suggestions. The service referred to feedback that it had received in its self assessment document which was sent to the Care Inspectorate before the inspection. This demonstrated the value placed on using feedback from all parties. Areas for improvement As discussed, the service provider aimed to continue to develop how it involved young people in decisions about recruitment. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Allan Street Children's Unit, page 16 of 21

17 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 We found the service had developed quality assurance, focusing on getting feedback from different people. As well as young people and their families and carers, we saw that questionnaires had been given to visitors like social work staff. This had helped the service to monitor quality. These had contributed to the service's self assessment. The service manager had different quality checks in place. The outcomes of these and action taken were clearly recorded. External managers were sent monthly reports as part of the "Performance Management Framework". These included information on things like care planning, safeguarding and medication. Within the service we found staff and management all shared responsibility for providing good quality support. As discussed, we found there was a motivated staff group who worked well together and talked openly about their performance. There were clearly good working relationships with other agencies and with young people's families and carers. This openness had clearly helped the service get helpful feedback. The service had development plans in place outlining its priorities for the coming year. Staff and young people's feedback was reflected in these. We found there had been some changes in the role of external managers of the service. There were clear aims to further promote quality assurance systems and adopt a more formal approach. Staff at the service told us they had more contact with external managers who supported the service with any challenges it had. There was an expectation that service managers participated regularly in different shifts, including back shifts and weekends. This enabled managers to become more familiar with working practices and concerns specific to these shifts. Areas for improvement The service provider continued to develop staff appraisal systems as part of Personal Development Plans. These would make sure staff performance was effectively monitored and staff contributed to maintaining the quality of the service. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Allan Street Children's Unit, page 17 of 21

18 4 Other information Complaints No complaints have been upheld, or partially upheld, since the last inspection. Enforcements We have taken no enforcement action against this care service since the last inspection. Additional Information Action Plan Failure to submit an appropriate action plan within the required timescale, including any agreed extension, where requirements and recommendations have been made, will result in 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). Allan Street Children's Unit, page 18 of 21

19 5 Summary of grades Quality of Care and Support Very Good Statement 1 Statement Very Good 5 - Very Good Quality of Environment Very Good Statement 1 Statement Very Good 5 - Very Good Quality of Staffing Very Good Statement 1 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 10 Nov 2010 Unannounced Care and support 5 - Very Good Environment Not Assessed Staffing Not Assessed Management and Leadership Not Assessed 30 Jul 2010 Announced Care and support 5 - Very Good Environment Not Assessed Staffing 4 - Good Management and Leadership Not Assessed 21 Jan 2010 Unannounced Care and support 5 - Very Good Environment Not Assessed Staffing 4 - Good Management and Leadership Not Assessed Allan Street Children's Unit, page 19 of 21

20 18 Aug 2009 Announced Care and support 5 - Very Good Environment 5 - Very Good Staffing 4 - Good Management and Leadership 5 - Very Good 12 Jan 2009 Unannounced Care and support 4 - Good Environment 4 - Good Staffing 4 - Good Management and Leadership 4 - Good 1 May 2008 Announced Care and support 4 - Good Environment 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. Allan Street Children's Unit, page 20 of 21

21 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: Allan Street Children's Unit, page 21 of 21

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