Phoenix Futures Glasgow Resettlement Service Housing Support Service 98 Hamiltonhill Road Possilpark Glasgow G22 5RU Telephone: 0141 332 0121 Inspected by: Iain Lamb Type of inspection: Announced (Short Notice) Inspection completed on: 19 December 2013
Contents Page No Summary 3 1 About the service we inspected 5 2 How we inspected this service 7 3 The inspection 10 4 Other information 20 5 Summary of grades 21 6 Inspection and grading history 21 Service provided by: Phoenix Futures Service provider number: SP2003003595 Care service number: CS2004080624 Contact details for the inspector who inspected this service: Iain Lamb Telephone 0131 653 4100 Email enquiries@careinspectorate.com Phoenix Futures Glasgow Resettlement Service, page 2 of 22
Summary This report and grades represent our assessment of the quality of the areas of performance which were examined during this inspection. Grades for this care service may change after this inspection following other regulatory activity. For example, if we have to take enforcement action to make the service improve, or if we investigate and agree with a complaint someone makes about the service. We gave the service these grades Quality of Care and Support 5 Very Good Quality of Staffing 5 Very Good Quality of Management and Leadership 5 Very Good What the service does well Keyworkers work well with service users to help them achieve their aims. The staff team provides a range of opportunities for service users to develop skills and confidence. What the service could do better The service provider should review its information handling systems. Team meetings and formal supervision should be given greater priority. What the service has done since the last inspection Since the last inspection, personal planning documents had been reviewed and improved. The staff team had continued to develop a range of groups and learning opportunities for service users. Conclusion The Resettlement Service provides a very good service for people who have experienced significant difficulties in their lives. It provides an opportunity for service users to regain their confidence and learn how to work with others to achieve their aspirations. Phoenix Futures Glasgow Resettlement Service, page 3 of 22
Who did this inspection Iain Lamb Phoenix Futures Glasgow Resettlement Service, page 4 of 22
1 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.careinspectorate.com. This service was previously registered with the Care Commission and transferred its registration to the Care Inspectorate on 1 April 2011. Requirements and recommendations: If we are concerned about some aspect of a service, or think it could do more to improve its service, we may make a recommendation or requirements. - A recommendation is a statement that sets out actions the care service provider should take to improve or develop the quality of the service but where failure to do so will not directly result in enforcement. - A requirement is a statement which sets out what is required of a care service to comply with the Public Services Reforms (Scotland) Act 2010 and Regulation or Orders made under the Act, or a condition of registration. Where there are breaches of the Regulations, orders or conditions, a requirement must be made. Requirements are legally enforceable at the discretion of the Care Inspectorate. Phoenix Futures Glasgow Resettlement Service is a housing support service run by Phoenix Futures. The service provides short-term tenancies and support for people progressing through a recovery programme for alcohol and drug misuse problems. The service works with residents who have progressed though a residential programme and supports the re-integration of service users into the wider community; providing a supported transition from residential setting to independent living. The service provides therapeutic support through group work and individual programmes of work. It also encourages service users to become involved in training/ education/ employment and involvement in the wider community as part of their recovery. Phoenix Futures Glasgow Resettlement Service can support up to 18 service users who are housed in individual or shared, self-contained flats. The service and its tenancies are located in a tenement building on Hamiltonhill Road, Possilpark, Glasgow. At the time of inspection, there were 14 service users residing with the service. Phoenix Futures Glasgow Resettlement Service, page 5 of 22
Based on the findings of this inspection this service has been awarded the following grades: Quality of Care and Support - Grade 5 - Very Good Quality of Staffing - Grade 5 - Very Good Quality of Management and Leadership - Grade 5 - Very Good This report and grades represent our assessment of the quality of the areas of performance which were examined during this inspection. Grades for this care service may change following other regulatory activity. You can find the most up-to-date grades for this service by visiting our website www.careinspectorate.com or by calling us on 0845 600 9527 or visiting one of our offices. Phoenix Futures Glasgow Resettlement Service, page 6 of 22
2 How we inspected this service The level of inspection we carried out In this service we carried out a low intensity inspection. We carry out these inspections when we are satisfied that services are working hard to provide consistently high standards of care. What we did during the inspection This report was written by Iain Lamb, inspector, following an inspection which was announced at short notice. The service was visited on 18 and 19 December 2013. Feedback was given to the external manager at the end of the 2nd visit. In this inspection, we gathered evidence from various sources, including the relevant sections of policies, procedures, records and other documents, including: the service's most recent self assessment service users' support plans and risk assessments records of daily events accident and incident records minutes of meetings. The service's manager was consulted. Three members of staff were formally consulted and others were spoken with informally during the visit. Interaction between staff and service users was observed. We also spoke with 4 service users, individually. Grading the service against quality themes and statements We inspect and grade elements of care that we call 'quality themes'. For example, one of the quality themes we might look at is 'Quality of care and support'. Under each quality theme are 'quality statements' which describe what a service should be doing well for that theme. We grade how the service performs against the quality themes and statements. Details of what we found are in Section 3: The inspection Inspection Focus Areas (IFAs) In any year we may decide on specific aspects of care to focus on during our inspections. These are extra checks we make on top of all the normal ones we make during inspection. We do this to gather information about the quality of these aspects Phoenix Futures Glasgow Resettlement Service, page 7 of 22
of care on a national basis. Where we have examined an inspection focus area we will clearly identify it under the relevant quality statement. Fire safety issues We do not regulate fire safety. Local fire and rescue services are responsible for checking services. However, where significant fire safety issues become apparent, we will alert the relevant fire and rescue services so they may consider what action to take. You can find out more about care services' responsibilities for fire safety at www.firelawscotland.org Phoenix Futures Glasgow Resettlement Service, page 8 of 22
What the service has done to meet any recommendations we made at our last inspection Appropriate action had been taken in relation to the recommendations made in the last inspection report. The annual return Every year all care services must complete an 'annual return' form to make sure the information we hold is up to date. We also use annual returns to decide how we will inspect the service. Annual Return Received: Yes - Electronic Comments on Self Assessment Every year all care services must complete a 'self assessment' form telling us how their service is performing. We check to make sure this assessment is accurate. The self assessment had been completed but would benefit from the involvement of the staff team and where feasible, service users in providing more examples and descriptions of the way the service meets assessed needs. Taking the views of people using the care service into account The service users we spoke to and those who returned questionnaires were generally very positive. They felt that the support they had received at the Resettlement Service had made a significant impact on their life. They said they felt included in planning their own support and how it would contribute to their ability to work towards independence. We heard many positive comments about the staff and the manager during the inspection and service users were consistent in their view that the team was not only very professional, but also very committed to the people they cared for. Taking carers' views into account We did not speak directly to family members during the inspection. Phoenix Futures Glasgow Resettlement Service, page 9 of 22
3 The inspection We looked at how the service performs against the following quality themes and statements. Here are the details of what we found. Quality Theme 1: Quality of Care and Support Grade awarded for this theme: 5 - Very Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of the care and support provided by the service. Service strengths The service had a very good range of methods of engaging with service users and encouraging them to participate in assessing and improving the service. We saw from records and heard from service users and staff that individual service users were centrally involved in compiling their own personal plan and regularly reviewing how well it met their needs, goals and aspirations. Service users told us that they were encouraged to express their opinions and that they were confident that staff would take their views seriously and act on their wishes. We saw that service users were listened to and that staff were respectful in their interaction with them. Service user groups were used to monitor the way the service operated. These groups met regularly and discussed the effectiveness of the service's ethos, its day to day operation and ways in which it could be improved. Service users told us that the groups were useful opportunities for them to look at how best their needs could be met and make practical suggestions about this to staff and managers. There was also a service user representative who was able to advocate on behalf of the service user group in different meetings and discussions. This ensured that the views of service users could be used in a variety of consultations and monitoring systems. In a wider sense, the provider had introduced a service user council across a range of services, although this was in its early stages. Its operation and effectiveness will be monitored at future inspections. Phoenix Futures Glasgow Resettlement Service, page 10 of 22
A family support group had been established and this allowed members of service users' families to understand the support which was provided and the ways in which it could benefit individuals. It also afforded an opportunity for family members to take an active role in contributing to the way the service operated, while gaining a greater understanding of the issues affecting their relative. Service users were encouraged to use other opportunities to provide feedback to the service. These included a suggestion box and the use of feedback forms and questionnaires which were analysed by staff and managers. The involvement of service users in staff recruitment was integrated into practice and had been for some time. Areas for improvement As service users are with the service for a relatively short period of time, it would be worth having a 'frequently asked questions' leaflet to save the same issues and questions arising repeatedly as service users passed through the service or attended the service user council. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Phoenix Futures Glasgow Resettlement Service, page 11 of 22
Statement 3 We ensure that service users' health and wellbeing needs are met. Service strengths All service users had a personal plan which described their needs and how they would be met. This was developed by the service user in conjunction with their allocated keyworker. Since the last inspection, care planning documents had been improved and this had enabled a clear understanding of how individual service users could make progress and achieve their specific aims and goals. The use of the Outcome Star system enabled service users and staff to measure progress made and identify specific areas which required further attention and effort. A range of group activities and therapies were provided by staff which were intended to help service users gain confidence and share experiences. These generally worked well and service users said they felt they had benefitted from them. Some groups were led by service users, others by specific members of staff, depending on their content and purpose. A variety of opportunities were provided for service users to learn about different aspects of food and nutrition, with an emphasis on the promotion of healthy eating and good food preparation habits. Different groups and classes had been organised and there was support to access information for individuals when requested or required. We saw that the service had very good clear links with a relevant variety of medical services, agencies and practitioners. Service users told us they were able to get access to a very good variety of types of support, treatment, information and advice when they needed it and in ways which best met their individual needs. The service promoted healthy lifestyle choices, including access to exercise and physical activities. We saw information about access to local facilities and groups and heard from service users that staff were able to provide information about a range of opportunities within the local area, as well as the wider community. Areas for improvement Inspection report continued The provider had a range of systems in place to record, store and share information. These were a mix of electronic and paper-based systems. We heard from service users that they could have access to paper versions of their care planning documents in the office at any time if they wished. Phoenix Futures Glasgow Resettlement Service, page 12 of 22
As many service users have smart phones and access to computers, the sharing of personal plans and other care planning documents electronically should be considered. This would allow service users to access their information and review its content independently when they wished. (See recommendation 1) The combination of records held in different media provided the staff with a range of repetitive administrative tasks. The need to routinely reprint and file paper copies of all amended documents should be reviewed as they are stored securely on the provider's server and could be made accessible to staff or individual service users if required. This would save staff time and would reduce expenditure on stationery materials. (See recommendation 2) Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 2 Recommendations 1. Methods of sharing information and the content of care planning documents with service users such as email or memory sticks should be considered. This would enable easy secure access to their personal plan. National Care Standards - Housing Support service. Standard 4: Housing support planning 2. Information systems should be reviewed as a means of reducing repetitive tasks for staff and the use of expensive resources. National Care Standards - Housing Support service. Standard 3: Management and staffing arrangements Phoenix Futures Glasgow Resettlement Service, page 13 of 22
Quality Theme 3: Quality of Staffing Grade awarded for this theme: 5 - Very Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of staffing in the service. Service strengths The strengths noted in Quality Statement 1.1 also apply to this Quality Statement. Service users were very positive in their comments about the staff who supported them. They described positive relationships and expressed confidence that staff were listening to their comments and taking action based on suggestions made by service users. Areas for improvement The service should continue to provide opportunities for service users to express their views about the staff team and be involved in staff recruitment processes. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Phoenix Futures Glasgow Resettlement Service, page 14 of 22
Statement 3 We have a professional, trained and motivated workforce which operates to National Care Standards, legislation and best practice. Service strengths The staff we saw during the inspection worked well with service users to establish what their needs were and how they could be met. We saw very positive interaction between staff and service users which was evidence of good, respectful relationships. Staff made service users welcome when they came to the office and we saw relaxed conversations and discussions which encouraged service users to express opinions and work in partnership with staff. Service users described their relationships with their keyworkers as being central to the effective operation of the service and the benefits they gained from it. They regarded the individualised, personal support given by their keyworker as one of the main factors in them being able to achieve their aims and aspirations. We spoke individually with three members of staff and informally with others over the course of the inspection. We found that the staff members had a clear understanding of their roles and responsibilities and how these should be used to good effect on a daily basis. Individual staff members were also able to demonstrate a very good knowledge of available local resources which could be used for the benefit of service users. They were also very aware of the different agencies which could provide specialist support to service users and how best to access them. We heard from staff that they worked well as a team and that they were able to support each other when dealing with difficult or stressful situations. Staff team meetings were held, which allowed information to be shared and issues to be discussed and debated. Staff had access to email which allowed the sharing of policies and other information from the wider provider organisation. Areas for improvement The frequency of staff meetings should be reviewed and if necessary given greater priority to ensure that all staff are kept up to date with service developments and issues. Minutes of meetings should be emailed to all members of the staff team to ensure they are kept properly and fully informed. (See recommendation 1) Staff meeting agendas should commence with a review of the decisions from the previous meeting to check whether intended actions had been carried out by those who had been made accountable for them. (See recommendation 2) Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 2 Inspection report continued Phoenix Futures Glasgow Resettlement Service, page 15 of 22
Recommendations Inspection report continued 1. Staff meetings should be held regularly to ensure that information is effectively distributed and staff have the opportunity to discuss the effective operation of the service. National Care Standards - Housing Support service. Standard 3: Management and staffing arrangements 2. Staff meeting agendas should contain an opportunity to check the outcomes of previous meetings. National Care Standards - Housing Support service. Standard 3: Management and staffing arrangements Phoenix Futures Glasgow Resettlement Service, page 16 of 22
Quality Theme 4: Quality of Management and Leadership Grade awarded for this theme: 5 - Very Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of the management and leadership of the service. Service strengths The strengths noted in Quality Statement 1.1 also apply to this Quality Statement. We heard from service users that they felt comfortable and confident in discussing the operation of the service with its managers and felt that their views were listened to and acted upon. Areas for improvement The service should continue to seek feedback from service users and their families. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Phoenix Futures Glasgow Resettlement Service, page 17 of 22
Statement 4 We use quality assurance systems and processes which involve service users, carers, staff and stakeholders to assess the quality of service we provide Service strengths The service provider had a range of quality assurance systems which the manager used to provide checks on the quality of care provided by the Resettlement Service. Statistics were kept of admissions and discharges and the type of service needed by each of the service users. Regular reports detailing different events within the service were compiled and reflected its overall work. These reports took account of the content of questionnaires used to gather information and feedback from service users. As previously mentioned in Quality Theme 1, Statement 1, service users were involved in a range of meetings and forums which enabled them to directly contribute their views on the service and how support was delivered. The manager provided formal supervision for staff. Staff consulted during the inspection said they felt well supported by the manager who they said was a very positive influence on the overall work of the service. Supervision sessions monitored the performance of individual members of staff and established their training and development needs. The service worked in partnership with a variety of different agencies and organisations involved in providing healthcare, advice and support. These partner agencies contributed their views about the quality of the work carried out at the Resettlement Service through reviews and other meetings. Their responses were used to influence service planning and ways in which the service worked in conjunction with others to achieve shared goals. Areas for improvement Inspection report continued While informal supervision was said to be freely available and there was a strong sense of teamwork which included the manager, there was a need for formal supervision to be provided more consistently for all staff and in line with the provider's guidance. (See recommendation 1) The staff team and, where feasible, service users' groups, should contribute to the content of the service's self assessment document and use it as a 'live document' to help evaluate and review the effectiveness of the care and support provided by the Resettlement Service. (See recommendation 2) Phoenix Futures Glasgow Resettlement Service, page 18 of 22
Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 2 Recommendations 1. Formal supervision sessions should be regularly planned and prioritised for all staff in line with the provider's policy. National Care Standards - Housing Support service. Standard 3: Management and staffing arrangements 2. All concerned in assessing the quality of the care provided by the service should have an opportunity to contribute to the service's self assessment document. National Care Standards - Housing Support service. Standard 3: Management and staffing arrangements Phoenix Futures Glasgow Resettlement Service, page 19 of 22
4 Other information Complaints No complaints have been upheld, or partially upheld, since the last inspection. Enforcements We have taken no enforcement action against this care service since the last inspection. Additional Information Action Plan Failure to submit an appropriate action plan within the required timescale, including any agreed extension, where requirements and recommendations have been made, will result in the Care Inspectorate re-grading a Quality Statement within the Quality of Management and Leadership Theme (or for childminders, Quality of Staffing Theme) as unsatisfactory (1). This will result in the Quality Theme being re-graded as unsatisfactory (1). Phoenix Futures Glasgow Resettlement Service, page 20 of 22
5 Summary of grades Quality of Care and Support - 5 - Very Good Statement 1 Statement 3 5 - Very Good 5 - Very Good Quality of Staffing - 5 - Very Good Statement 1 Statement 3 5 - Very Good 5 - Very Good Quality of Management and Leadership - 5 - Very Good Statement 1 Statement 4 5 - Very Good 5 - Very Good 6 Inspection and grading history Date Type Gradings 20 Dec 2012 Unannounced Care and support 4 - Good Staffing 5 - Very Good Management and Leadership 5 - Very Good 21 Apr 2009 Announced Care and support 5 - Very Good Staffing 5 - Very Good Management and Leadership 5 - Very Good 16 Apr 2008 Announced Care and support 3 - Adequate Staffing 4 - Good Management and Leadership 4 - Good All inspections and grades before 1 April 2011 are those reported by the former regulator of care services, the Care Commission. Phoenix Futures Glasgow Resettlement Service, page 21 of 22
To find out more about our inspections and inspection reports Read our leaflet 'How we inspect'. You can download it from our website or ask us to send you a copy by telephoning us on 0845 600 9527. This inspection report is published by the Care Inspectorate. You can get more copies of this report and others by downloading it from our website: www.careinspectorate.com or by telephoning 0845 600 9527. Translations and alternative formats This inspection report is available in other languages and formats on request. Telephone: 0845 600 9527 Email: enquiries@careinspectorate.com Web: www.careinspectorate.com Phoenix Futures Glasgow Resettlement Service, page 22 of 22