Capability Scotland - Community Living and Family Support Services (Dundee) - Care at Home Support Service Unit 10 City Quay Dundee DD1 3JA Telephone: 0131 337 9876 Type of inspection: Unannounced Inspection completed on: 28 April 2017 Service provided by: Capability Scotland Service provider number: SP2003000203 Care service number: CS2004076834
About the service Capability Scotland - Community Living and Family Support Services (Dundee) provides a Care at Home service. The service is available for children and adults with physical and/or learning disability living in their own homes and in accessing community facilities. The aim of the service is that individuals who have physical and/or learning disabilities should be fully included within society. They should have the opportunity and support through skills and services to maximise their independence and choice. The values underpinning the aims and objectives of the service are clearly laid out in the vision, values and mission statement of the organisation. We were informed that people using the service wished to be addressed as customers. We have respected this choice within our inspection report. The Care Inspectorate regulates care services in Scotland. Information in relation to all care services is available on our website at www.careinspectorate.com. This care service was previously registered with the Care Commission and transferred its registration to the Care Inspectorate on 1 April 2011. What people told us We obtained the views of 18 people using the service including 14 relatives. The service currently provides support to 89 people. Before the inspection we sent out 35 questionnaires and received nine back. Overall people were very happy with the service. They spoke very highly of the staff and the support they received. One person did not know their opinion was asked for by the service and one strongly disagreed that their opinion was asked for. Four people did not know they could complain to the Care Inspectorate and two did not know the service's complaints procedure. One person stated that the service was 'amazing'. Another stated that 'the service provided by Capability makes a huge difference in our family life'. Six people 'strongly agreed', and two people 'agreed' that overall they were happy with the service. One person 'disagreed' that overall, they were happy with the service.' During the inspection we also spoke to two people attending the service, spoke to one relative face-to-face and phoned four. We received very positive and complimentary comments about the service. We also observed two one-to-one interactions and saw how much people enjoyed these activities through their actions, and how they participated. Inspection report for Capability Scotland - Community Living and Family Support Services (Dundee) - Care at Home
Self assessment Every year all care services must complete a 'self assessment' form telling us how their service is performing. A self assessment was not required to be completed at this inspection; however the service spoke about their goals and aspirations for the forthcoming year. From this inspection we graded this service as: Quality of care and support Quality of staffing Quality of management and leadership 5 - Very Good not assessed 5 - Very Good What the service does well We saw that the majority of reviews took place on a six-monthly basis and these were seen to be consultative and inclusive. It was also clear that discussion at review led to action in respect of customer need and choice. This meant that people were listened to and their opinion respected. We saw that the provider involved people in decisions about the service, for example, when recruiting new staff. The provider also made good use of social media to inform and consult with customers and their parents/ carers. This enabled consistent information to be delivered to relevant people promptly. There was clear indications within the Written Agreement, between service and customer, that showed commitment to joint recruiting, joint training and customer satisfaction. This also illustrated how much working together with customers, and their carers, meant to the service. The provider worked towards SHANARRI principles that were Safe, Healthy, Achieving, Nurturing, Active, Respectful, Responsible and Inclusive. These principles come from the 'Getting it Right for Every Child' approach (GIRFEC), which the service had adapted. Using these principles meant that staff and customers had a clear picture of the outcomes they are working towards. The potential of assistive technology, e.g. ipad, was being explored and it was good to see the providers commitment to this. Using this technology will make information portable and accessible to the customer, and also assist staff with relevant information while working in the community. We saw that staff were able to make decisions and suggest initiatives or activities which they thought would meet outcomes for customers. This was also evidenced from our discussions with staff. This showed that management trusted staff and valued their professional opinion. We thought the 'Valuing People Workbook', completed as part of induction, gave new staff a clear message of what values were important to the service and what was expected of them. We heard from parents how flexible and responsive the service could be e.g. hours had been changed to support with particular difficult situations, and how much they appreciated this. They also stated how helpful the management had been in identifying alternative resources or signposting to other agencies. This showed a commitment to the best possible outcomes for people. Inspection report for Capability Scotland - Community Living and Family Support Services (Dundee) - Care at Home
Staff told us that the registered manager and team leaders were accessible and supportive. Formal supervisions were occurring but the delivery of supervisions and annual appraisal was under review. Staff stated this had not adversely affected their support. This ensured that delivery of the service remained consistent and any issues were addressed promptly. What the service could do better There was good record keeping within the customer files and good reference to the SHANARRI principles. However, links between the initial assessment/referral, My Personal Plan, and My Review Report could be clearer. This would clarify 'why' an activity is done by a customer and make recording progress on Staff Activity Data (SAD) sheets more outcome focussed. There appeared to be some inconsistencies in staff understanding of what outcomes are. The service would benefit from consulting with staff on the definition of outcomes to make sure there is a consistent standard across all planning and recording. If the values of the service are reflected in the principles of SHANARRI, the service should consider how these principles are reflected in all service documents and processes. For example, adopting the SHANARRI headings into supervision recording, service improvement planning, etc. It was clear that customer files had been audited, but we felt this could be more effective. Although these files were generally neat and well structured there were some common omissions of information or of signature/ date. Some documents would benefit from having space for signature/date if it is information which requires regular review. It is suggested that the audit process be reviewed and amended to address this. This will make sure that important information is up-to-date and will minimise errors when information is shared. Staff informed us that they were not aware of some policies, and that some were not fully implemented. Policies are important for customers and staff so that everyone is aware of what they can expect or what they need to do. It is suggested that the most relevant policies are identified and their content is highlighted in relation to the service e.g. how the policy is implemented. To improve staff understanding, it may also be worth considering a more rigorous monitoring of refresher training for the most important policies and procedures. 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. Inspection report for Capability Scotland - Community Living and Family Support Services (Dundee) - Care at Home
Inspection and grading history Date Type Gradings 9 May 2016 Unannounced Care and support Management and leadership 7 May 2015 Unannounced Care and support Management and leadership 6 May 2014 Unannounced Care and support Management and leadership 9 May 2013 Announced (short notice) Care and support Management and leadership 27 Nov 2012 Unannounced Care and support 4 - Good 4 - Good Management and leadership 4 - Good 10 Nov 2010 Announced Care and support Management and leadership Inspection report for Capability Scotland - Community Living and Family Support Services (Dundee) - Care at Home
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. Inspection report for Capability Scotland - Community Living and Family Support Services (Dundee) - Care at Home