Holland Street Project Housing Support Service 150 Holland Street Glasgow G2 4NG Telephone:

Holland Street Project Housing Support Service 150 Holland Street Glasgow G2 4NG Telephone: 0141 332 9956 Inspected by: Colin Goldie Type of inspection: Unannounced Inspection completed on: 10 January 2012

Contents Page No Summary 3 1 About the service we inspected 5 2 How we inspected this service 6 3 The inspection 10 4 Other information 18 5 Summary of grades 19 6 Inspection and grading history 19 Service provided by: Blue Triangle (Glasgow) Housing Association Ltd Service provider number: SP2003000162 Care service number: CS2004079138 Contact details for the inspector who inspected this service: Colin Goldie Telephone 0141 843 4230 Email enquiries@scswis.com Holland Street Project, page 2 of 20

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 4 Good Quality of Staffing 4 Good Quality of Management and Leadership N/A What the service does well The Holland Street Project provides a high standard of support that meets clients' housing, health and cultural needs. The manager and staff were seen to listen and, where possible, act on clients' wishes. What the service could do better During the inspection the manager said that she would continue to look at how clients can be involved in developing the service. What the service has done since the last inspection The project continually works to improve and develop. The manager makes sure that the project is well decorated. Some rooms were being repainted and having laminate flooring fitted during the inspection. There were three recommendations in the previous inspection report. These have been met. Conclusion Everyone spoken with during this inspection was very strongly committed to making sure that the project continues to met people's expectations and needs. Holland Street Project, page 3 of 20

Staff work to make sure that clients' cultural needs are met. Who did this inspection Colin Goldie Holland Street Project, page 4 of 20

1 About the service we inspected This report was written by Colin Goldie, inspector, following an unannounced inspection on 10 January 2012. During this inspection information was gathered from a number of sources including: Discussion with the manager, staff and clients Meeting Minutes Training Records Personal Plans Policies and Procedures Satisfaction Questionnaires. All of the above information was taken into account during the inspection process and reported on. Based on the findings of this inspection this service has been awarded the following grades: Quality of Care and Support - Grade 4 - Good Quality of Staffing - Grade 4 - Good Quality of Management and Leadership - N/A 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 www.scswis.com or by calling us on 0845 600 9527 or visiting one of our offices. Holland Street Project, page 5 of 20

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 Blue Triangle's Holland Street Project provides support to a maximum of 25 homeless people between the ages of 18 to 35. There are an additional eight flats in the community. The Holland Street Project core accommodation comprises of five flats in a tenement block. Each flat accommodates five people in individual bedrooms with separate open plan sitting, dining and kitchen areas. The service aims to provide safe, secure, supported accommodation and deliver a programme of person centred support. 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 2011 this service continued its registration under the new body, Care Inspectorate. 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. Holland Street Project, page 6 of 20

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 www.firelawscotland.org Holland Street Project, page 7 of 20

What the service has done to meet any recommendations we made at our last inspection There were three recommendations in the previous inspection report. 1. The provider should ensure that the project is equipped with current and up to date policies and procedures. This is to comply with National Care Standards Housing Support Services - Standard 3.1: Management and Staffing Arrangements. Action taken: Current Blue Triangle Policies are in place. The manager said that these are available on the organisation's internal web site. This recommendation is met. 2. The service should ensure that they collate, review and feedback the information received through service satisfaction surveys. This is to comply with National Care Standards Housing Support Services - Standard 8.3: Expressing Your Views. Action taken: Satisfaction Surveys are analysed centrally and results given to individual projects. The manager uses this analysis to write a Project Development Plan which is available to clients and posted on a notice board. This recommendation is met. 3. Staff appraisals should be re-activated by the manager. This is to adhere to National Care Standards Housing Support Services - Standard 3: Management and Staffing Arrangements. Action taken: There is a programme of staff supervision and appraisal. This recommendation is 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. We received a fully completed self assessment document from the manager. We were satisfied with the way this had been completed and with the information provided. Holland Street Project, page 8 of 20

The manager identified what she thought the project does well, areas for development and any planned changes. Taking the views of people using the care service into account Returned Care Standards Questionnaires included the following comments from clients: "I do not have any issues in the unit." "I have no complaints since I moved into Holland Street." "Find it a great place to stay." "I am quite happy with my accommodation and find all staff friendly and helpful." "I am getting on quite well at the moment and think that staff support has played a big part in this." "I am looking forward to moving on and getting my own place." Clients spoken with said that they were happy with the service: "I've been in a number of hostels and this is the best." "Friendly place." "I've no concerns." The only area of concern raised was that some clients appeared to drink alcohol in the project. The manager and staff work hard to make sure that no alcohol is brought into the project. People were seen to be at ease with staff, interactions were respectful and supportive. Taking carers' views into account There were no family members available to comment during this inspection. Holland Street Project, page 9 of 20

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: 4 - 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 This Quality Statement has been graded good. Blue Triangle's Participation Policy describes how clients', families' and external agencies' views are obtained. The manager said that the project could only develop if clients' views are listened to. Clients confirmed that their opinions are always asked for, listened to and, when possible, acted on. There are a number of ways that clients use to express their views including Flat Meetings, 1:1 meetings with staff, reviews and Quality of Service Questionnaires. The project will use an interpretor to make sure that clients can contribute and be aware of what is being discussed. Quality of Service Questionnaires ask clients about a range of matters such as their involvement in writing their support plan and if there is anything that could improve the service. Quality of Service Questionnaires are analysed and used by the manager when writing the project's Continuous Improvement Plan. This reflects what clients have said and what the project has done in response. The project uses a "You Said/We Did" notice board to let clients know what has been done to address their comments. Reviews make sure that Holland Street is meeting clients' needs and if any changes are necessary. Holland Street Project, page 10 of 20

Clients are supported to contribute to the organisation's newsletter "The Blue Print". There are regular Flat Meetings. This is a new development which allows people to have a say in the running of their flat. The manager feels that this makes sure that more people can have a say about the service. Meetings are at a time agreed with people living in the flat. Meetings minutes show that a range of topics is discussed such as activities, new staff, Anti Discriminatory Practice and housekeeping. Clients contribute to the meeting agenda as these are posted in each flat before the meeting. Staff meeting minutes show that issues raised at Flat Meetings are discussed. Minutes show that staff listen to clients and how they have changed the service in response their comments. Blue Triangle's National "Service User Forum" involves clients, staff and senior management. A range of issues is discussed including how to increase client involvement and participation. Clients are fully involved in developing their support and deciding what to do. They are involved in a range of activities, such as attending college, employment and outings. Staff are aware of people's cultural needs when activities are being arranged. Clients said they were very happy with the support they receive. Areas for improvement To continue with good practice in this area. This grade has the potential to improve as Flat Meetings continue and show evidence that comments and suggestions have had an impact on how the project develops. Grade awarded for this statement: 4 - Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Holland Street Project, page 11 of 20

Statement 2 We enable service users to make individual choices and ensure that every service user can be supported to achieve their potential. Service strengths This Quality Statement has been graded very good. Staff are sensitive to clients' physical and cultural needs and support people in a respectful and appropriate manner. Clients are encouraged to make choices. The project's Introduction brochure provides a wide range of information and notes that clients are helped to be independent and supported with activities, health care and housing needs. Flat Meetings give clients the opportunity to say what activities they enjoy, dislike and would like to see provided. Clients are encouraged to take part in activities such as attending college and further education, finding employment, socialising and cultural activities. The project has a recreational room with a pool table. There is an adult literacy worker based in the project, clients are encouraged to use this resource. The project is planning to support clients to obtain the Duke of Edinburgh Award. The aim is to build individuals' self esteem and confidence. This is a very positive initiative. Staff were very enthusiastic about this development. The project's notice boards contain information about resources such as agencies that help with financial, counselling and addiction matters. Clients said that they are very happy with the choices offered. Inspection report continued Staff receive a wide range of training covering areas such as Equality and Diversity, Drug Awareness, Mental Health and Scottish Vocational Qualifications in Social Care (levels 3 and 4). Staff receive refresher training as required. The Refugee Support Team has provided training to staff. Personal Plans contain a range of information such as an Admission Checklist, Risk Assessments, Occupancy Agreement, Support Plan and Daily Notes. Risk Assessments cover a range of areas and note how these will be addressed. Health needs are well documented. Plans show that clients are supported to attend counselling and addiction services, as well as other health care professionals including dentists and GPs. Holland Street Project, page 12 of 20

Areas for improvement To continue and build on very good practice. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Holland Street Project, page 13 of 20

Quality Theme 3: Quality of Staffing Grade awarded for this theme: 4 - Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of staffing in the service. Service strengths This Quality Statement has been graded good. Staff display a very high level of understanding regarding client involvement and participation. Clients said that they are very happy with staff and that their opinions are sought and listened to. Clients are encouraged to meet potential employees during the interview process and have provided a number of questions that they would like to be asked at staff interviews. Quality of Service Questionnaires ask clients about a range of matters including staff professionalism. Interactions between staff and clients was seen to be very respectful and appropriate. Please read to Quality Theme 1, Statement 1, for further details. Areas for improvement To continue with good practice in this area. Grade awarded for this statement: 4 - Good Number of requirements: 0 Number of recommendations: 0 Holland Street Project, page 14 of 20

Statement 3 We have a professional, trained and motivated workforce which operates to National Care Standards, legislation and best practice. Service strengths This Quality Statement has been graded good. Blue Triangle has a range of policies that support staff practice and development. These cover areas such as induction, learning & development, supervision and recruitment. This information is contained in the Staff Practice Manual. New staff receive induction training. This looks at the project's aims and objectives and staff responsibilities. This training places an emphasis on values. Staff are supported to obtain a Scottish Vocational Qualification (levels 3 and 4) in Social Care. Blue Triangle has a yearly Training Calendar. Staff are encouraged to apply for courses that will help them deliver a service tailored to clients' support needs, such as first aid, challenging behaviour, alcohol addiction and mental health. Staff spoke with respect and consideration of clients, having a clear understanding of the service's aims and objectives. Personal Plans and conversation show that staff put values into practice. To make sure that staff work to the organisation's expectations there is a programme of supervision and appraisal. Staff have Professional Development Plans which identify their training and development goals. These are being reviewed on an annual basis. There are regular staff meetings. These look at a range of issues such as clients' support needs and project developments. The manager held a Staff Development Day. This looked at how the project could personalise clients' Support Plans. The manager aims to have plans written from the clients' point of view. Areas for improvement To continue with good practice in this area. Inspection report continued This grade has the potential to improve as staff supervision becomes established and shows evidence that there has been an impact on how the project operates. Holland Street Project, page 15 of 20

Grade awarded for this statement: 4 - Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Holland Street Project, page 16 of 20

Quality Theme 4: Quality of Management and Leadership - NOT ASSESSED Holland Street Project, page 17 of 20

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 No 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). Holland Street Project, page 18 of 20

5 Summary of grades Quality of Care and Support - 4 - Good Statement 1 Statement 2 4 - Good 5 - Very Good Quality of Staffing - 4 - Good Statement 1 Statement 3 4 - Good 4 - Good Quality of Management and Leadership - Not Assessed 6 Inspection and grading history Date Type Gradings 18 Jun 2010 Announced Care and support 4 - Good Staffing 4 - Good Management and Leadership Not Assessed 15 Oct 2009 Announced Care and support 3 - Adequate Staffing 3 - Adequate 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. Holland Street Project, page 19 of 20

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 0845 600 9527. This inspection report is published by SCSWIS. You can get more copies of this report and others by downloading it from our website: www.scswis.com or by telephoning 0845 600 9527. Translations and alternative formats This inspection report is available in other languages and formats on request. Telephone: 0845 600 9527 Email: enquiries@scswis.com Web: www.scswis.com Holland Street Project, page 20 of 20