Oran Street Day Centre Support Service 45 Oran Street Maryhill Glasgow G20 8LY Telephone: 0141 946 5659 Type of inspection: Unannounced Inspection completed on: 21 December 2017 Service provided by: Glasgow City Council Service provider number: SP2003003390 Care service number: CS2003000989
About the service Oran Street Day Centre is a support service for older people provided by Glasgow City Council. It is located within a housing estate in the Maryhill area of the city and is close to a range of local amenities. The service has been operating since April 2002 and has been registered with the Care Inspectorate since the Care Inspectorate was formed in 2011. It is registered to provide a day support service for up to 30 older people per day. There were currently 44 people using the service with around 25 people attending each day. The aims and objectives of the service is "to assist people to remain in their homes should they wish to do so." What people told us People we spoke to told us that they enjoyed their time at the Centre and liked staff who they described as friendly and helpful. Issues people raised about the quality of the food were taken seriously and a meeting arranged for people to meet with the company providing it. We received very positive feedback on the service in general and staff in particular from relatives we met as well as in our questionnaires. We heard that staff were very observant and knew people well enough to identify even small changes in the person's health. A typical comment was: "My mother has been using this service for the last two years and I must say it has been a lifeline to her and our family. Every member of staff genuinely cares for my mum with respect and compassion. Nothing is too much bother, and when she is there we can relax knowing that she is being cared for in a safe environment." We also received positive feedback about the manager including support for the family at difficult times as well as for the person using the service. The manager had requested feedback on the service from other stakeholders from social work and health. All were very positive about staff skills, communication with them and service user experience. They described very good outcomes such as keeping a person out of hospital and emotional support for a family member. Self assessment Services were not required to submit a self assessment this year. 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 5 - Very Good What the service does well page 2 of 6
People we met seemed to enjoy the company of their peers and appeared relaxed and happy with the staff supporting them and also the manager. Interactions from staff were professional, friendly and supportive. Staff presented as caring and motivated to improve people's lives. The Centre gave people opportunities for social interaction and taking part in activities of their choice. The main benefit people told us about was maintaining friendships. The service was also important in providing families with a break from their caring responsibilities. The staff team had identified that as people's needs were changing the service needed to respond with new activities. People had been consulted and a new programme was currently being developed. We were pleased to see that staff were aware of CAPA (Care about Physical Activity), an approach designed to increase awareness of the importance of movement, and were thinking of ways to incorporate movement into the activity programme. It was good that daily exercises were being carried out currently. Improvements to the environment including new windows, flooring and furniture, had meant a more pleasant environment for people attending the centre. The service worked in partnership with other agencies such as health and social work resulting in very good outcomes including keeping people out of hospital wherever possible. We saw that staff were proactive in seeking support and advice when required. In general support plans contained relevant person centred information. Regular reviews ensured that the service continued to meet the person's needs and we saw that their views and those of their carers were recorded. The manager was described by staff as supportive. She was available in the service most days to observe their practice and monitored areas such as the frequency of reviews, training, supervisions, medication and finance recordings as well as the quality of information in support plans. The service's operational plan identified actions that were required to improve the service. It was good practice that this had been discussed with the staff team as it gave them opportunities to participate in assessing the quality of the service and any plans for development. All of this helped to ensure the overall quality of the service and therefore the quality of experience for people attending. What the service could do better Although there was some good person centred information in support plans we found that there needed to be more detail in some areas where there was a specific need. This would help to ensure that staff had the right information to support the person consistently. (See recommendation 1) We also found that although the format of social care plans directed staff to record outcomes to work towards, some staff needed more support to identify outcomes. We were told that new care plans for day care were being considered and will follow this up at the next inspection. A new men's group had been set up that those attending enjoyed. However we heard that this was often cancelled because the room they met in was unavailable. We have asked the manager to ensure that a room was available for this very good initiative to continue so that men who chose to attend had an enjoyable experience at the Centre. We discussed ways in which medication procedures could be improved such as extending the use of the sheet with information on the person, their medication and their wishes when being assisted with medication, to everyone who required support in this area. page 3 of 6
The service's operational plan had identified where some improvements could be made and we saw that these had been actioned. We now need to see a continuous plan that takes into consideration the views of people using the service, carers and staff and evidences regular review to show when actions have been completed. (See recommendation 2) We saw that the manager had carried out some observations of staff practice but these appeared to be on an ad hoc basis and were not recorded. Recording would provide evidence that each staff member's practice had been observed and show that any actions required had been carried out. We will follow this up at the next inspection. In general we thought that action plans following meetings or audits could be improved by including timescales for completion. This would help to make it clearer what areas needed to be prioritised. In our review of records we found some events that, although dealt with appropriately, should have been notified to the Care Inspectorate. We were satisfied that the manager was now aware of her responsibility in this area. Requirements Number of requirements: 0 Recommendations Number of recommendations: 2 1. The manager should ensure that information in support plans is in sufficient detail for staff to support the person consistently. National Care Standards for Support Services, Standard: 4: Support arrangements 2. The manager should develop the operational plan further so that it shows continuous improvement. It should also take into consideration the views of people using the service, carers, staff and other stakeholders and be regularly reviewed and show when actions have been completed. National Care Standards for Support Services, Standard 2: Management and staffing arrangements 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 6 Nov 2014 Unannounced Care and support 5 - Very good 4 - Good 5 - Very good Management and leadership 5 - Very good 3 Oct 2011 Unannounced Care and support 4 - Good Management and leadership 4 - Good 31 Jan 2011 Announced Care and support 5 - Very good Management and leadership 12 Jan 2010 Announced Care and support 5 - Very good 5 - Very good Management and leadership 27 Nov 2008 Care and support 5 - Very good 4 - Good 4 - Good Management and leadership 4 - Good 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