Alzheimer Scotland - Glasgow Service Support Service 11 Bridgeton Cross Glasgow G40 1BN Telephone: 0141 429 6428 Type of inspection: Unannounced Inspection completed on: 16 December 2016 Service provided by: Alzheimer Scotland - Action on Dementia Service provider number: SP2003002734 Care service number: CS2003000945
About the service Alzheimer Scotland-Glasgow South and East Services had recently changed their name to Alzheimer Scotland- Glasgow Service. The day opportunities service had moved premises and was now at Bridgeton Cross in Glasgow. Day opportunities provide a variety of activities for eight service users each day both in the centre and out in the community. Transport and escorts are provided to bring service users to and from the centre. The service also provide a home support service to people in their home. This offers support to maintain skills and encourage independence. The support can also help service users to socialise and remain part of their community. The home support service also supports carers to maintain their caring role by offering some respite to help them improve their own health and well-being. What people told us We spoke with six carers who all praised the service telling us: "Service is reliable, first class, I am really pleased and delighted with the service". We were pleased to hear that service users always had the same staff which had allowed very strong relationships to be built. Carers told us "the staff member is like an old friend" and "I totally trust staff to be in the house with my wife and that is very important to me". Additional comments included: "Helpful friendly staff, I feel my mother is safe and well looked after in their care". Self assessment We found the self-assessment should be improved. The latest one had lots of lists of policies and procedures without evidence of positive outcomes for service users. There was also no evidence staff or service users/carers had been involved in this process. This is an opportunity to assess the quality of care and support that is lost. 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 not assessed page 2 of 6
What the service does well We found personal plans were outcome focused which meant they stated how the tasks carried out supported the service user to improve their life or help them maintain their independence. Service user personal profiles and key facts about their past were well completed and gave staff topics to chat about with good information for reminiscence work. Well completed support worker notes showed a range of activities were carried out and included information about any health issues or concerns. This meant these were picked up quickly and dealt with. A survey of carers showed they were happy or very happy with the service which had helped to improve their own sense of health and well-being and offered them support in their caring role. The survey showed carers felt the service improved the service user's confidence, maintained their skills, improved their mobility and managed their symptoms. When carers identified they wanted to be contacted this was done. Returned Care Inspectorate questionnaires showed carers were very happy with their service. Comments included: "The service is wonderful, mums befriender is fantastic". "The service is a very good standard". A carer we spoke with had attended one of the dementia courses. She told us it was excellent and had given her support to see she was not alone as other people were going through the same thing. We spent time in the new day centre which is bright and airy with lots of space to move around. There was lots of chat and laughter with a relaxed and calm atmosphere. We observed service users and staff obviously enjoyed each other's company. Staff told us they felt fully involved in the changes coming to the housing support service. They had attended workshops with a newsletter produced to give further information and contact details if there were questions they wanted to ask. We attended a team meeting and found good discussions taking place with staff encouraged to give their views. All staff had been trained to a skilled level in dementia. This meant they had the knowledge and skills to support people on their dementia journey. What the service could do better We sampled support plans and found paperwork for passing information between staff. This included a description of information read/verbally passed on. However we found all entries said "updated self and staff" with no detail of the information passed on. We would expect the information that was read/verbally passed on to be noted. This would mean that all staff would have this information. This was identified at the previous inspection as an area for improvement however this practice was still being used. page 3 of 6
We looked at surveys and found nowhere to date them. Although carers could complete them anonymously we would expect to know how old they were. We found spot checks and observation of staff practice were not carried out. We would expect these to be carried out on a regular basis to ensure staff had put their training into practice and they were following the care plan supporting the service user in the way they preferred. We have made a recommendation. We found moving and assisting training was out of date. When we returned to give feedback there were identified dates for this to take place. This is an area we will continue to monitor. We found the last service audit was carried out in October 2015. We were told that because of changes in the management team another one had not been carried out. We would expect regular audits to be carried out as part of the quality assurance system. This would ensure the service continued to improve. We have made a recommendation. Requirements Number of requirements: 0 Recommendations Number of recommendations: 2 1. Regular observation of staff practice should be carried out. National Care Standards, Support Services, Standard 2, Management and Arrangements 2. Regular service audits should be carried out. National Care Standards, Support Services, Standard 2, Management and Arrangements Complaints There have been no complaints upheld since the last inspection. Details of any older upheld complaints are published at www.careinspectorate.com. Inspection and grading history Date Type Gradings 7 Oct 2015 Unannounced Care and support page 4 of 6
Date Type Gradings Management and leadership 16 Feb 2015 Unannounced Care and support 3 - Adequate Management and leadership 3 - Adequate 19 Sep 2014 Unannounced Care and support 2 - Weak Management and leadership 2 - Weak 11 Jun 2014 Re-grade Care and support 2 - Weak Management and leadership 2 - Weak 18 Oct 2013 Unannounced Care and support Management and leadership 19 Oct 2010 Announced Care and support Management and leadership 1 Dec 2009 Announced Care and support Management and leadership 28 Nov 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