Lyle Court Housing Support Service

Transcription

1 Lyle Court Housing Support Service 25 Barnton Grove Edinburgh EH4 6EZ Telephone: Type of inspection: Announced (short notice) Inspection completed on: 10 April 2018 Service provided by: YourLife Management Services Limited Service provider number: SP Care service number: CS

2 About the service Lyle Court was registered with the Care Inspectorate in April 2015 as a combined housing support service and support service - care at home. The landlord is McCarthy and Stone and the care service is provided by Yourlife Management Ltd (Scotland). The development is located on Barnton Grove, Edinburgh and people living there, referred to as homeowners throughout this report, own the properties within the development. Homeowners receive weekly domestic cleaning, have the option of a three course lunch in the restaurant and tea trays, can join group and social activities in the lounge and have access to 24 hour staffing (night cover is a staff sleepover for emergencies). Some people request an enhanced service which might included support with personal care, medication, laundry and shopping. Homeowners can choose to receive their care from outside agencies. At the time of inspection 76 homeowners lived within the development and 14 were receiving care from the staff at Lyle Court. Yourlife's Management Service Ltd mission statement is:- - "Yourlife management services aim to provide a first class management service and flexible care operations, supporting an enjoyable and independent lifestyle, enabling people to continue living in their own homes". What people told us Prior to the inspection we asked the service to distribute questionnaires to people using the service. We received 21 responses. During the inspection we met around 17 homeowners in the restaurant, reception area, lounge and we spoke with a small number in their own apartment. People were very satisfied with the service. Most people said they felt they had made the right decision to move to Lyle Court, that they felt safe and liked that welfare checks took place daily. Comments included: "I need help to shower and wash my hair. Staff know how to support me as I discussed with management and chat to carers who I have a good rapport with. The service helps me be as independent as possible. Staff are always courteous and friendly. I am confident staff have the right skills and training to support me. I know that a lot of staff have family problems but they leave them at the door unless I ask. There are frequent billing mistakes but I go straight to management". "Staff check on me daily. The service is caring. If I needed help I know they would be there for me. I feel very safe. Staff treat me well, with respect and humour. They are very well-trained. There are a lot of staff changes. They are busy in their various roles so don't have much time to spend with people. Our manager and senior staff are very good at acting on a complaint". "I live in my own flat. I am independent and don't need a lot of help. I feel very safe and we have a member of staff here all night so that is reassuring. I have an hour cleaning every week, the girl I have is 1st class. Staff treat page 2 of 8

3 me well, mostly with respect. Training meetings are held here so I suppose the staff are kept up to date. Staff do come and go (not a lot). Some have been here from when Lyle Court opened. Overall I am happy but I would like to see the meals improved". "I am still fit and active so at the moment I do not require any care. The only support I receive is the weekly cleaning of my apartment which is good. Also have lunch some days in the restaurant. The standard of food is very good. Moving here was in order to future proof my care needs. I feel very safe living in this complex, one of the main reasons for choosing to live here. All staff are excellent, friendly and welcoming. They are pleasant and efficient. I am confident that when I do need care the staff will be able to meet all of my needs. There have been a number of changes of staff but all changes have worked out well". "At present I do not require any extra support. Use as a retirement home at present. I am aware of help being available if that scenario occurs. I feel completely safe and very much at home here. I am very happy with life in Lyle Court. Having company if I want it or time in the flat if that is what I want. The best of both worlds and the best decision I could have made. Staff are friendly and pleasant and regularly trained". "We live independently at present in an assisted living apartment and six monthly reviews with staff to assess if we need any more assistance. I feel safe with secure entries, visitors required to sign in and out, personal alarms and pull cords alarms throughout the flat and 24 hour staffing. All staff are very helpful and friendly. All staff are very competent and do their job well. For example during a recent bout of flu the manager very quickly realised that we perhaps needed some extra care and offered in a tactful and sympathetic manner. This was carried out efficiently and with empathy". "The Committee meets monthly and we invite the manager to attend. Sometimes we invite the area manager if we have points to raise - generic problems. I feel we are listened to. The management is honest. We have influenced some decisions. Maybe some costs are not made clear before moving in". "I live a largely independent life and use only the restaurant facility and have the staff launder my bed linen. My family know I am safe and secure and should a problem arise they will be contacted. I am satisfied with the security. Staff are always courteous, polite and helpful. They appear to be well-trained and I see evidence of training sessions taking place. There will always be turnover of staff but I know that all new staff are carefully selected and vetted. Managers make themselves very available to listen to the concerns of homeowners and there is an elected homeowners committee which meets monthly and reports to monthly homeowner meetings". "I don't use the care/support package but assume staff be very knowledgeable when support comes to be needed. Living at Lyle Court has made life as independent as it could possibly be without special care. We seem to retain staff well". "I appreciate a safe flat in Lyle Court". "We have meetings to discuss every day problems. I feel safe in the building. Staff are always polite and helpful". "There are a lot of staff changes which does not bother me but I feel new staff do not have enough guidance. I had problems about billing and it took three months to resolve". "The management know my history as given to them by me. We have monthly management meetings when relevant matters are discussed with us. If I have not been seen about during the day my presence is checked in the evening. I have total privacy if I want it otherwise. My flat is my home where I can cook, rest, excercise, watch TV but if I require some help it is available. There is a communal dining area if I care to order a meal. Also page 3 of 8

4 a communal lounge. I love it all. The family are relieved to know there is always someone here for me if I have the need of help or was taken seriously ill. All the staff are delightful, cheery and ready to help if needed. They treat all here with respect and warmth. While the staff are not qualified nurses or doctors they have carer's skills which I have, as yet, not had to use but I hear excellent reports from others who have. There are a lot of staff changes and obviously very disappointed to lose a friend but this happens. New staff make huge efforts to know us all and are generally very quick at this. I don't think there are as many staff changes as in many other similar places. I have not required much extra help but when I did have need for short spell meals were brought to me and laundry done and bed made, etc. We have an excellent committee and they liaise with the management team". "It's a fabulous place, staff are wonderful". "We have a good piano". "I don't have care but it's there when you need it". "I don't like the meals". "I prefer to be in my own home and don't think I'll settle". "It was absolutely the right decision to move here, they look after us well, the food is pretty good". "They listen to us". Self assessment The service submitted a full and well-considered self assessment. This was a fair reflection of its strengths and some areas for improvement. The Scottish Government has launched new Health and Social Care Standards. Services should be familiarising themselves with these and working with staff and people experiencing care to raise awareness about the new standards and to explore what they mean in their specific setting. The new Standards are available at: From this inspection we graded this service as: Quality of care and support Quality of staffing Quality of management and leadership 5 - Very Good 4 - Good not assessed What the service does well People could be confident that they would receive very good care and support from a well run service which promoted their independence and offered choice. Homeowners were very happy with the quality of service they received and spoke highly of staff and management. They expressed a strong sense of feeling safe and of being reassured that support was there when it was needed. There was clear participation of homeowners in service scrutiny and development, for example through satisfaction surveys and through the Homeowner Committee. page 4 of 8

5 An assessment process prior to purchase ensured that people's wishes, needs and areas of risk were fully explored and risk reduction measures were discussed. This information formed the basis of the homeowner's support plan. We saw that these were current and detailed and focussed on the outcomes which the member and their families had agreed and how they were to be supported to achieve these. Homeowners, and where appropriate their representatives, were involved in reviewing all aspects of their support. Staff demonstrated genuine care and respect for homeowners. They took the opportunity to get to know each homeowner and were interested in their lives, skills and interests. They had good knowledge of each person's circumstances, were observant and noted any changes. We saw that homeowners were spoken to in a respectful manner which took into account their communication needs. Managers were available and attentive to people, allowing time to listen to their concerns or questions. There was a partnership approach with families to achieve the best outcomes for people. The service enabled people to live in their home for as long as possible and to get to know and have good relationships with fellow homeowners. People were also encouraged and supported to maintained as many links with the community as they wished. Many homeowners enjoyed being active within Lyle Court, such as taking meals in the restaurant, socialising, attending or organising events. Outcomes included: - enjoyment in making new friendships - using skills to organise and entertain others, such as a music recital - feeling valued, helping each other, welcoming and helping to orientate new homeowners - contributing by representing homeowners on the Committee and influencing organisational decisions about management appointments, shared utilities. The service was building good working relationships with health professionals to promote people's health and wellbeing. For example, there was a popular exercise group led by a physiotherapist, who confirmed that the service was welcoming and supportive. There was a new and developing programme of support with the local health practice with an emphasis on preventing hospital admissions and avoiding the need for care home provision. The manager was very confident that this would make a positive difference for people. Homeowners received consistent support from a small team. Safe recruitment practices were followed. Staff received induction and mandatory training, covering essential topics such as medication administration, dementia awareness and adult protection. Staff were enthusiastic about their job and felt well supported. They recognised the role they played in people's wellbeing. They had opportunities to meet with each other and their line managers to discuss the service and their own learning and development. Care practice met the new principles of the Health and Social Care Standards. There had been a change of registered manager since the last inspection (formerly this was the area manager). The new manager was on site five days a week meaning she had better oversight of the service and was more readily available to homeowners, relatives and professionals. The manager and supervisors were registered with the Scottish Social Services Council (SSSC). The SSSC is the regulatory body for staff employed in the care sector. Care workers were either registered or in the process of registering. Information about the SSSC and what people could expect from their care staff was made available to homeowners. The service had acted on the previous recommendations, was improvement focussed and had an open and receptive approach to working with us. page 5 of 8

6 What the service could do better This service could further develop its involvement opportunities, for example, in other services we inspect, people can: - review policies/information leaflets, - take part in completing self assessments, - suggest the wording of job advertisements, - take a role in staff induction/training. We discussed some gaps/errors in homeowner support plans and encouraged managers to regularly audit these to ensure all information was full and accurate, signed and dated. The service should implement its plans to support some staff to achieve a relevant qualification in order to meet SSSC registration requirements. Staff received individual supervision, which supported their work and developed their skills and confidence, however this was not taking place as often as stated. Supervision is an expectation of the SSSC as set out in the employer codes of practice. We would like to see development topics added to team meeting discussion, for example: the new health and social care standards, good practice guidance. Requirements Number of requirements: 0 Recommendations Number of recommendations: 0 Complaints There have been no complaints upheld since the last inspection. Details of any older upheld complaints are published at Inspection and grading history Date Type Gradings 6 Apr 2017 Unannounced Care and support 4 - Good Environment Not assessed page 6 of 8

7 Date Type Gradings Staffing Management and leadership Not assessed 4 - Good 7 Apr 2016 Unannounced Care and support 4 - Good Environment Not assessed Staffing 4 - Good Management and leadership 4 - Good page 7 of 8

8 To find out more This inspection report is published by the Care Inspectorate. You can download this report and others from our website. Care services in Scotland cannot operate unless they are registered with the Care Inspectorate. We inspect, award grades and help services to improve. We also investigate complaints about care services and can take action when things aren't good enough. Please get in touch with us if you would like more information or have any concerns about a care service. You can also read more about our work online at Contact us Care Inspectorate Compass House 11 Riverside Drive Dundee DD1 4NY enquiries@careinspectorate.com Find us on Facebook Other languages and formats This report is available in other languages and formats on request. Tha am foillseachadh seo ri fhaighinn ann an cruthannan is cànain eile ma nithear iarrtas. page 8 of 8