Touchbase Lanarkshire Support Service 4 Leys Park Burnbank Hamilton Glasgow ML3 9EQ Telephone: 01698 422280 Type of inspection: Unannounced Inspection completed on: 8 May 2017 Service provided by: Sense Scotland Service provider number: SP2003000181 Care service number: CS2007143644
About the service we inspected The Care Inspectorate regulates care services in Scotland. Prior to 1 April 2011, this function was carried out by the Care Commission. Information in relation to all care services is available on our website at www.scswis.com. This service was previously registered with the Care Commission and transferred its registration to the Care Inspectorate on 1 April 2011. How we inspected the service We wrote this report following an unannounced follow-up inspection. The inspection took place on the 25th of April 2017. We provided feedback to the manager on the 8th of May 2017. This follow-up inspection focused on the requirements and recommendations made at our last inspection undertaken in November 2016. During this inspection process, we gathered evidence from various sources, including the following: We spoke with: - Senior manager (providing appropriate cover in the absence of the current registered manager). - Two supervisors. - Eight support workers. - Six service users. - Four relatives. We attended, observed and engaged in the following activities: - The art group activity. - Sensory story telling. - Rebound therapy. - Lunch time. We looked at: - A sample of support plans, risk assessments and reviews belonging to service users. - Food hygiene records. - Family forum meeting minutes. - Staff training records. - An assessment of management oversight of the service. - An overview of he frequency of staff support and supervision meetings being held. - Staff meeting minutes. - The opportunities for support staff to have a say in the continued development and improvement of the service, including a planned staff away day. Taking the views of people using the service into account We spoke with support staff over lunch and in some of the activities and they told us in a variety of ways that they enjoyed being at the service. page 2 of 9
Taking carers' views into account "I am very happy with the quality of the service. Improvements have been made since your last inspection". "The staff were not too sure what to do with some of the equipment, but since your last inspection they have received appropriate training to help them with the activities". "The quality of the support is excellent". "The management of the service are very good". "I don't often get the chance to visit the service but I know my son is very happy there with all of the activities and his friends". "The management and staff are excellent". "I am very happy with the quality of the staff". "There had been a lot of new faces within the staff team, but things appear to have settled now". What the service has done to meet any requirements we made at or since the last inspection Previous requirements Requirement 1 The service provider must ensure that service user's care and support needs are reviewed timeously, in response to changes in their needs an as part of a regular review process. The review process should give opportunity for the involvement of a user's family or representative. The care service must review the personal plan. (i) when requested to do so by the service user or any representative, (ii) where there is a significant change in a service user's health, welfare or safety needs; and (iii) at least once in every six month period while the service user is in receipt of the service. This is to comply with the Scottish Statutory Instrument 2011 - No 210 Regulation 4(1)(a) - a requirement relating to the health and welfare of service users. SSI/210 Regulation 5 2(b)(iii) - a requirement to review personal plans. Timescale: To commence on receipt of this inspection report and completed within eight weeks. This requirement was made on 19 December 2016. Action taken on previous requirement All service users have received a formal review of their care and support needs. These meetings have been recorded to a good standard, capturing the discussions held and actions agreed. page 3 of 9
Other relevant parties including family members, social worker and health professionals have also been included. The support plans and relevant guidance for the support staff have been updated and now provide clear information for staff to follow to fully meet the care and support needs of service users. Risk assessments have also been updated and reflect people's risks. Met - within timescales Requirement 2 The service provider must ensure robust procedures are in place for the safe preparation and cooking of food provided to service users. This is to comply with the Scottish Statutory Instruments (SSI) 2011 No 210. The Social Care and Social Work Improvement Scotland (SCWIS) Requirement for care services, Regulations 2011. Regulation 4 - Welfare of users. Timescale: To commence immediately on receipt of this inspection report. This requirement was made on 19 December 2016. Action taken on previous requirement We sampled relevant documentation which informed us that relevant precautions and checks have been undertaken in-line with their relevant procedures. Met - within timescales Requirement 3 In order to ensure the welfare of service users is fully met, the service provider must put in place suitable arrangements for the management and leadership of the service, which includes effective management oversight of the service. This is to comply with the Scottish Statutory Instruments (SSI) 2011, No 210 Welfare of service users. Timescale: Twenty-eight days on receipt of this inspection report. This requirement was made on 19 December 2016. Action taken on previous requirement Although the registered manager has been on a period of absence, appropriate cover has been provided by senior management and supervisory staff. However, we have advised that moving forward, the service provider must ensure appropriate provisions of a registered manager are in place. Met - within timescales page 4 of 9
What the service has done to meet any recommendations we made at or since the last inspection Previous recommendations Recommendation 1 The service provider should provide support and direction to staff, to ensure service users maximise their experiences and achieve their outcomes through the various group activities provided. National Care Standards, Support services, Standard 4 - Support arrangements This recommendation was made on 30 November 2016. Additional support has been provided to staff in the form of support and supervision meetings with their line manager, regular team meetings and a forthcoming staff development day is planned. The service have also invited other professionals and tutors to support the existing staff with planning and facilitating group activities with service users. The service should continue to focus on ensuring service users fully benefit from using the service and maximising their outcomes and experiences. Recommendation 2 The service provider should ensure all staff receive regular support and supervision meetings with their line manager in accordance to the service's relevant policies and procedures. National Care Standards, Support services, Standard 2 - Management &. This recommendation was made on 19 December 2016. The service has made improvements to the frequency of staff support and supervisions and the management team have a clear overview of these being held and any action points arising to support them in their roles. Recommendation 3 The service provider should ensure staff meetings are held, to be able to share practice issues and having a say in terms of how the service can be improved and developed. National Care Standards, Support services, Standard 2 - Management &. This recommendation was made on 19 December 2016. The frequency and attendance of staff meetings has improved, providing opportunities for staff to have an input in terms of how the service can be improved and developed. page 5 of 9
Recommendation 4 The service provider should review the performance of staff through an appraisal process, in-line with their relevant policies and procedures. National Care Standards, Support services, Standard 2 - Management &. This recommendation was made on 19 December 2016. We were advised that staffs annual appraisals are planned for later in the year. We will follow this up at our next inspection of the service. Recommendation 5 The service provider should ensure all staff have individual learning and development plans, to support them to be kept up to date on practice related issues and to meet the ongoing care and support needs of people. National Care Standards, Support services, Standard 2 - Management &. This recommendation was made on 19 December 2016. Staff learning and development plans are being discussed at staff support and supervision meetings and will be formally agreed at their appraisal meetings. Complaints There have been no complaints upheld since the last inspection. Details of any older upheld complaints are published at www.careinspectorate.com. Enforcement No enforcement action has been taken against this care service since the last inspection. Inspection and grading history Date Type Gradings 8 May 2017 Re-grade Care and support page 6 of 9
Date Type Gradings Management and leadership 30 Nov 2016 Announced (short notice) Care and support 3 - Adequate 3 - Adequate Management and leadership 3 - Adequate 18 Nov 2015 Announced (short notice) Care and support 5 - Very good 5 - Very good 6 - Excellent Management and leadership 6 - Excellent 29 Oct 2014 Unannounced Care and support 5 - Very good 5 - Very good 5 - Very good Management and leadership 5 - Very good 31 Oct 2013 Unannounced Care and support 5 - Very good 5 - Very good Management and leadership 5 - Very good 29 Mar 2013 Announced (short notice) Care and support Management and leadership 13 Dec 2010 Announced Care and support Not assessed Not assessed Management and leadership Not assessed 3 Feb 2010 Announced Care and support 5 - Very good Not assessed Management and leadership 25 Nov 2008 Announced Care and support page 7 of 9
Date Type Gradings Management and leadership 3 - Adequate page 8 of 9
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 9 of 9