Lifeways Community Care - Ayr Housing Support Service Suite 2i Munroe Business Park Bonnyton Industrial Estate Kilmarnock KA1 2NP Telephone: 01292 474748 Type of inspection: Unannounced Inspection completed on: 26 June 2017 Service provided by: Lifeways Community Care Ltd Service provider number: SP2004006707 Care service number: CS2004074047
About the service Lifeway's Community Care Ayr is registered with the Care Inspectorate to provide a combined housing support and care at home service to people living in South and East Ayrshire and Dumfries. The service is provided to people with learning disabilities and or/physical disabilities, mental health issues and acquired brain injury. Packages of support range from a few hours each week to twenty four hours of support each day. At the time of this inspection the service was supporting seventy one people. The providers stated aims are to deliver excellent, individualised and inclusive services to people with a range of disabilities and complex needs in their communities. What people told us During this inspection visit we met with eleven people at their home addresses in South and East Ayrshire and in Dumfries. An inspection volunteer sought the views of relatives by telephone. Some people were not able to express their views verbally, however we observed that they were relaxed in the company of staff supporting them. Generally people we spoke with and their relatives told us that they were happy with the service they received. Feedback in the questionnaires that were returned to the Care Inspectorate was largely positive. Where dissatisfaction had been expressed we saw that this was being appropriately followed up and managed by the service. Self assessment The Care Inspectorate did not ask the provider submit a self assessment document prior to this inspection visit. From this inspection we graded this service as: Quality of care and support Quality of staffing Quality of management and leadership What the service does well People who use the service, their relatives and staff told us about the positive difference the service was making to people lives. For example people spoke about taking part in activities that were meaningful and enjoyable to them. Staff demonstrated that they understood people's specific needs, their preferences, what was important to them and how they liked to be supported. This contributed to the delivery of care and support that was person centred, consistent and of a good standard. We met staff who were motivated and committed to the people they were supporting. We observed interactions between staff and service users that were positive and respectful and saw staff promoting choice and independence. page 2 of 6
There were opportunities for staff development and training that was specific to the people being supported. Dementia training was provided to staff supporting people with dementia. This meant that staff were equipped with the skills and knowledge they needed to work safety and responsively with people. Adult support and protection training contributed to people being supported in a way that protects them from harm and abuse and promotes their rights. It was evident that joint working with partners in health and social work had helped to contribute to the positive outcomes that we heard about. Effective quality assurance systems ensured that reviews, training and supervision was being kept up to date. Where audits had identified the need for improvements the provider had been responsive in addressing these. Since our last inspection a new area manager, senior service manager and service manager had been recruited. This meant that different experience and ideas were influencing developments at the service. The registered manager had already identified things that needed to be improved. The recruitment of a dedicated service manager for the Dumfries service was providing a consistent management presence and helping to drive service developments and improve staff morale. What the service could do better Due to the on going investment of time spent on the Glasgow service's improvement plan the registered manager was not completely familiar with the Ayrshire services. This also meant that they had not managed to engage with staff, service users, relatives and other key stakeholders. Supporting the Glasgow service during a period of staff shortages had also stretched the managers beyond capacity. This was evident in some of the quality assurance activities that had not been as well maintained during this time The quality of service user files could be further improved and streamlined to ensure that staff have access to the most up to date and accurate Information. The provider should set a standard to ensure that review minutes are routinely made available post review meeting. This means that information about any changes or agreed actions is accessible and can inform the support plan We found that one of the ways of working was compromising the safe management of sensitive information about service users. We discussed this at feedback with the registered manager and service managers and sought assurances that this would be addressed. (See requirement 1) We found that there had been a few accidents and incidents that the Care Inspectorate should have been informed about. It would be beneficial if service managers have access to the system for making notifications to the Care Inspectorate. page 3 of 6
Requirements Number of requirements: 1 1. Confidential information must at all times be stored in a safe and secure manner. The provider must: Introduce safe and secure systems for on call staff to retrieve the information that they need to be able to carry out their role effectively. This must take into account the underpinning principles of legislation and good practice for the management of confidential information. This is in order to comply with: The Social Care and Social Work Improvement Scotland (Requirements for Care Services) Regulations, Scottish Statutory Instruments 2011 No. 210 Regulation 4 (1) - a requirement to make proper provision for the health, welfare and safety of service users. Timescale: with immediate effect from the date that feedback was provided to the registered manager. 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 and grading history Date Type Gradings 13 May 2016 Unannounced Care and support Management and leadership 11 Jun 2015 Unannounced Care and support Management and leadership page 4 of 6
Date Type Gradings 20 Jun 2014 Unannounced Care and support Management and leadership 2 Sep 2013 Unannounced Care and support Management and leadership 14 Jan 2013 Unannounced Care and support Management and leadership 27 Oct 2010 Announced Care and support Management and leadership 18 Mar 2010 Announced Care and support Management and leadership 25 Jan 2010 Re-grade Care and support 2 - Weak 2 - Weak Management and leadership 13 Jun 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