North Ayrshire Council Homeless Short Stay Hostel Housing Support Service 87 Princes Street Ardrossan KA22 8DQ Inspected by: (Care Commission Officer) Type of inspection: Charmaine Dickson Announced Inspection completed on: 21 November 2005 1/8
Service Number Service name CS2003055552 North Ayrshire Council Homeless Short Stay Hostel Service address 87 Princes Street Ardrossan KA22 8DQ Provider Number Provider Name SP2003003327 North Ayrshire Council Inspected By Inspection Type Charmaine Dickson Care Commission Officer Announced Inspection Completed Period since last inspection 21 November 2005 Initial inspection Local Office Address Suite 3 & 4a Sovereign House Academy Road Irvine KA12 8RL 2/8
Introduction North Ayrshire Council Homeless, Short Stay Hostel in Ardrossan, provides temporary accommodation for up to 33 homeless people. It caters for a diverse client group, ranging from families, some with children and single adults of all ages. The accommodation consists of 11 single ensuite rooms and 8 furnished flats which have cooking and laundry facilities, a separate sleeping area and toilet with a shower. There are communal facilities within the hostel which includes, kitchen areas, laundry and communal lounges. It was noted that: "The ethos of Ardrossan Hostel is to provide short term housing related support to residents whilst promoting independent living." The service provides 24 hour support with a whole time equivalent of 14 staff which employs 20 actual staff across the service. The service operates a key worker system and staff are available to deal with any issue no matter what time it may occur. The service was first registered by the Care Commission on 13 October 2004. Basis of Report This was the first inspection of this service. Prior to the visit a Pre Inspection Return and Self Evaluation Form were sent to the service. Questionnaires were provided for distribution to those people using the service at the time of the inspection visit. Staff were asked to complete questionnaires. From the documents and questionnaires returned a risk assessment of the service was conducted. During the inspection visit which was carried out by two Care Commission Officers, Charmaine Dickson and Sharon Laurie on 21 November 2005. The Officers spoke with : Project Manager Accommodation Assistants including seniors Informal conversations with some residents were conducted whilst touring the service. The following records, policies and procedures were examined: Housing Support Service assessments Occupancy Agreements Housing Support Plans Evaluation forms Risk assessments Operational Policies Accident, incident and complaint records Staff training records. The Care Commission Officers took all of the above into account and reported on whether the service was meeting the following National Care Standards, housing support services: 1 Informing and deciding 2 Your legal rights 3 Management and staffing arrangements 4 Housing support planning 3/8
7 Exercising your rights. Action taken on requirements in last Inspection Report N/A Comments on Self-Evaluation This was completed and areas for development were clearly defined. During the course of the inspection these were discussed with the staff and Manager. View of Service Users There were 13 questionnaires returned from service users. All were very positive about the service they received. Here are 3 quotes from individual responses. " Staff have been very helpful to me." " I think the service you receive is second to none " " This hostel has changed its more safer for both for staff and residents" View of Carers There were no carers interviewed at this time. 4/8
Regulations / Principles National Care Standards National Care Standard Number 1: Housing Support Services - Informing and Deciding As this service was accessed in emergency situations there was no introductory pack for the service user to review before making use of the service. However, a " Residents Welcome/ Information Handbook" is available and given to the service user on their arrival at the Hostel. It contains detailed information about the support that can be given and explains the rules that those resident in the service must follow. The service user is informed of their rights and responsibilities when using this service, the facilities and help that the service provided and how to make complaints about the service. The information pack contains a booklet, " Short Stay Hostel - Rules for Tenants, " included in this is information on reporting accidents and incidents. The resident also receives an exit survey which seeks their views and opinions about the service they received. Time is taken to discuss all the details about the housing support that can be provided by the hostel and a contract will then be agreed between the service and the resident. Contact names and telephone numbers were given of agencies that would provided further advice and guidance for the resident. These were listed in the booklet. The Residents' Welcome/Information Handbook has been updated and was being reviewed by the organisation. It was reported that this new version will be in use soon. The service should ensure that the information booklet informs residents that they can have access to the policies and procedures relevant to the housing support service and to the Care Commission Inspection report. ( see Recommendation 1) National Care Standard Number 2: Housing Support Services - Your Legal Rights At the initial meeting the resident and a staff member would discuss the support needs of the individual. A Housing Support Assessment Form would be completed. This form describes the type of support available to the resident. Each person will have time to consider the support being offered. Staff will take time to give clear explanations of the support programme and how and when it will be provided. This contract would be signed by the service user and copies provided. Further discussions about the service and the details in the pack will be gone over including how the resident can end or change the support they have. A written tenancy agreement and hostel rules would also be discussed at this meeting and again signed by the resident and the staff member. There were no areas for development 5/8
National Care Standard Number 3: Housing Support Services - Management and Staffing Arrangements The provider had a policies and operational procedures booklet which gave information relevant to the procedures adopted and followed within the service. Records were in place for the recording of accident, incidents and complaints. Staff said that they found the Manager to be approachable and supportive and that they received good support, they also felt that strong teamwork prevailed within the service. The staff team have good working relationships and the communication systems within the Housing Support Service were good. Care Commission Officers noted that staff were well informed about residents and were familiar with the working procedures of the service. The service had a level of staff which allowed residents to receive the service they needed. From the questionnaires returned by residents, most were positive in their comments about the care and advice they received. Staff have no direct involvement in any financial transactions on behalf of the residents. They will advise or refer a resident to appropriate external agencies for guidance. Staff were recruited and vetted according to the organisation's procedures which comply with the regulations. There is an appraisal system in place for staff and regular training opportunities were available including induction training for all new personnel. It was reported that staff meetings would become more regular once again, now that the new building and refurbishments had been concluded. The Self Evaluation Document provided details of areas which were being progressed these were: staff were to have formal supervision sessions which would be recorded a procedures manual would be made available to all new staff of the duties undertaken by staff. These areas will be examined at the time of the next inspection. There was a lone working policy noted in the operational procedures booklet. However, there were no risk assessments recorded for lone working within the service. ( see Recommendation 2) The Care Commission Officers were aware of the steps taken by cleaning and accommodation staff regarding cleanliness and infection control as well as aspects of health and safety within the service. However, there was no written infection control policy and procedures. (see Recommendation 3 ) National Care Standard Number 4: Housing Support Services - Housing Support Planning All essential information relating to this standard is recorded in the Housing Support Plan. Records were found to be accurately maintained and the information was written in a 6/8
sensitive and thoughtful manner. The plans held all the information legally required about the resident to keep them safe and address their issues appropriately. The service maintains formal records which were discussed with each resident and these documents were signed and dated by the resident and the staff member from the accommodation support team conducting the meeting. Any unexpected changes to their housing support was communicated easily to the service user as they lived in the service. All information on accessing, changing or cancelling the service was given fully on admission to the unit. The service should ensure that details of when the housing support is to be provided are recorded within the plan.(see Recommendation 4 ) The service stated in the Self Evaluation Document that they intend to develop a review process which would ensure that the objectives set at the initial assessment have been met. Residents do not remain in the hostel for long periods of time hence there is a need to review the support earlier than within three months as recommended within this standard. The review process will be examined at the time of the next inspection. National Care Standard Number 7: Housing Support Services - Exercising Your Rights Residents were provided with information about their rights and responsibilities within the information pack and during the discussions conducted when they have their initial meeting on arrival at the hostel. At all times they were reminded of the choices and decisions they can make about their housing support plan. The plan sets out in clear terms the agreements reached about the type of support being provided and received. It is mutually agreed. The document is signed and dated. A copy is given to the resident. and if they wish, a copy will be forwarded to their representative if the were not present at the meeting. The right to confidentiality is upheld and only if legal reasons prevailed would information be shared. Each resident is asked if they will sign a declaration agreeing to the sharing of information with other specific agencies. Records were held securely at all times and copies of all records were made available to the resident. Each person is kept informed of any changes to the person who will be providing them with their support. Residents were complimentary about the service they received and stated that their requests were always dealt with politely and well in time. The service is maintained securely with a door entry system and an internal electronic monitoring system controlled by staff. The use of a CCTV recording system to maintain safety and security throughout the building is governed by the regulations of the Data Protection Act and all staff are aware of these procedures. However there is no written reference to this in the Residents Welcome/Information Handbook. (see Recommendation 5) 7/8
Enforcement None Other Information The Project manager will be transferring within the organisation to manage other aspects of the homeless services provided by North Ayrshire Council. Requirements There were no requirements. Recommendations 1 The service should inform residents that they can have access to all relevant policies and procedures related to the housing support service they provide and to the most recent Care Commission inspection report. National Care Standards, housing support services, Standard 1: Informing and deciding. 2 The service should conduct a review of its lone working procedures and ensure a written risk assessment is put in place. 3 The infection control procedures which are maintained by staff within the service should be formalised and a written procedure developed. In house training for staff and best practise discussions at staff team meetings should be held to ensure staff have a good understanding of the procedure. National Care Standard, housing support services, Standard 3 : Management and staffing arrangements. 4 The service should ensure that the housing support plan contains information about when the housing support is to be provided. National Care Standards, housing support services, Standard 4: Housing support planning. 5 The residents should be informed of the procedures in place to maintain their confidentiality whilst the service uses a CCTV recording system to ensure safety and security within the premises. National Care Standards, housing support services, Standard 7: Exercising your rights. Charmaine Dickson Care Commission Officer 8/8