Alzheimers Scotland Stirling & Clackmannanshire Service Support Service 11 Beta Centre Stirling University Innovation Park Stirling FK9 4NF Telephone: 01786 831171 Type of inspection: Unannounced Inspection completed on: 9 March 2017 Service provided by: Alzheimer Scotland - Action on Dementia Service provider number: SP2003002734 Care service number: CS2003017819
About the service This service is a registered support service with the conditions of registration reflecting the two elements of the support service provided. The two elements are: 1. Support Service (Care at Home). 2. Support Service (Day service for people suffering from memory loss including dementia). The day service element of the service operated Monday - Saturday from a converted bungalow in Alva. The office base is within the Beta Centre, Stirling University Innovation Park, Stirling. The service is delivered to older people diagnosed as having memory problems including dementia who require a support service. What people told us Prior to the inspection we received 12 completed Care Standards Questionnaires (CSQs) from relatives, of these seven strongly agreed that they were overall happy with the care and support provided and the other five agreed. The inspection was supported by an Inspection Volunteer who carried out telephone interviews with people receiving the home support service. The comments made to her via these telephone calls are recorded here also. Comments included: "Mum had a one-to-one for 2 hours on a Wednesday afternoon. They went for lunch, garden centre, shopping, wee run out. Mum enjoyed this very much. However it stopped over a month ago due to the restructuring of the services, and nobody was available to take mum out. Very disappointed! Very happy with the Day Care twice a week." "Excellent support from a dedicated caring person." "I am my father's main carer. However I also work full time in social services. My job and caring for my father can be quite stressful at times. The support my father and I receive from Alzheimer Scotland services has enabled me to continue to work knowing that my father is receiving such a high quality of support and care. It has also enabled Dad to retain some independence, reduce isolation and given he is a sociable person, the opportunity to get out of the house, meet other people in a safe and secure environment. He thoroughly enjoys his time at daycare and out with his carer. We both really appreciate what this service has given us. Thank you." "Exceptionally efficient in all aspects of the service provided to my Mother. The administration, behaviour of staff, politeness and care are all exceptionally good." "I like it at daycare. Its good, the staff are very nice." "I am happy. Sit with my husband 2 days a week, regular staff. Been doing this for a number of years. Reliable. They would get in touch if any absence occurred- I'd prefer not to have a stand in. Husband cannot speak. Although he laughs at times with the girls. I appreciate the help I get from the girls." "I have attended Alzheimer's training courses which have helped my understanding." page 2 of 6
"Everything has been OK so far. My Dad's needs are met I think in most cases. Maybe try and arrange things on a weekly basis - something things are pushed back. There are things I feel my Dad could do with more regular support to enable outings. He used to be such an outgoing person from what he is now." "The two people that help support- we get on really well, goes out for a drive which my Dad likes, he likes his trips outside. Staff are realiable, holiday cover proves difficult, family have decided to make do with family then as it is less upsetting. Could not say anything negative. Both regular carers really, really great. Carers changed about twelve months ago, they are the best so far. My Mother's condition continues to deteriorate." "Excellent. He does not like working with women as a general rule as it is a one to one situation- he has a male carer for three hours once per week which has made a great difference." "Worried about the fact there are only two men who do befriending as far as I am aware. I cannot leave the house without someone there." "The carer that comes round seems to be really good. I have no problems with the service. It would be quite nice if there was a record in the house, something for me to look at." "Absolutely no bother, has had a befriender for years. Gives me a few hours for myself." Directly observing care is also an important way to help us judge whether a service complies with the regulations and meets outcomes for people. The people who received support were seen to be happy and relaxed with staff and staff demonstrated that they knew each individual's support needs and how to meet these. We observed some very positive interactions between staff and the people they supported in a calm, homely environment. Self assessment The manager had submitted a self assessment prior to this inspection. The document contained comprehensive information and identified areas for further development. From this inspection we graded this service as: Quality of care and support Quality of environment Quality of staffing Quality of management and leadership 5 - Very Good not assessed 5 - Very Good not assessed What the service does well We saw that support plans for individuals were comprehensive and included life history. We noted that a wide range of health needs were recorded, these included physical health, mobility, sensory impairment and mental health and full risk assessments were in place. Consideration was also given to people's communication needs. Staff had had training in alternative communication methods, such as Talking Mats should this be required. page 3 of 6
Relatives were kept informed and updated with regard to individual's care needs and how they were consulted in their care delivery. We saw that the service worked in partnership with other health professionals as necessary. A diagnosis of dementia is required in order to access the service. Reviews were recorded and took place at regular intervals and plans updated accordingly. We spent time at the day care centre in the lounge chatting with service users and staff. We observed the skill that staff employed in putting people at ease, making them comfortable and keeping the conversations/ momentum of the afternoon going. The outcome of this was that service users felt supported and enjoyed an afternoon of good company and relaxation. The small group itself made people feel relaxed and comfortable and meant that staff and service users got to know each other well. We spoke with the manager and four project staff members about people they supported. We were very impressed by the thorough and detailed knowledge staff had with regard to individuals and their needs. It was also evident that staff had a high level of knowledge about relatives and how they also could be supported. We saw a stable staff group with very good experience in providing a quality service to people with a dementia. Staff were supported by regular team meetings at which the direction of the organisation, best practice guidelines, policies and procedures were discussed/disseminated. Staff were organised and very clear regarding their role. What the service could do better We found that the service was performing very well and that service users were happy with the service they received. There were two minor areas of improvement. Firstly, the service carries out spot checks on support workers, but these are sporadic. This should be approached in a more methodical manner and linked to supervision and appraisal cycles. Secondly, the service has transferred its recording of daily notes at daycare, onto a computer system. We felt that since this had happened, that daily notes had become more formulised and less personalised. The service should be mindful of this. 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 www.careinspectorate.com. page 4 of 6
Inspection and grading history Date Type Gradings 26 Mar 2014 Announced (short notice) Care and support 6 - Excellent 6 - Excellent Management and leadership 11 Nov 2010 Announced Care and support 6 - Excellent Not assessed Management and leadership 21 Dec 2009 Announced Care and support Not assessed Management and leadership Not assessed 19 Dec 2008 Announced Care and support Management and leadership page 5 of 6
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 www.careinspectorate.com Contact us Care Inspectorate Compass House 11 Riverside Drive Dundee DD1 4NY enquiries@careinspectorate.com 0345 600 9527 Find us on Facebook Twitter: @careinspect 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 6 of 6