West Lothian Council - Home Safety Service - Care at Home Support Service

West Lothian Council - Home Safety Service - Care at Home Support Service Strathbrock Partnership Centre 189 a West Main Street Broxburn EH52 5LH Inspected by: (Care Commission Officer) Rose Bradley Type of inspection: Inspection completed on: 29 November 2006 1/9

Service Number Service name CS2004073873 West Lothian Council - Home Safety Service - Care at Home Service address Strathbrock Partnership Centre 189 a West Main Street Broxburn EH52 5LH Provider Number Provider Name SP2003002601 West Lothian Council Inspected By Inspection Type Rose Bradley Care Commission Officer Inspection Completed Period since last inspection 29 November 2006 9 months Local Office Address Stuart House Eskmills Musselburgh EH21 7PB 2/9

Introduction The West Lothian Council, Health and Social Care Team is operated by West Lothian Council and was registered with the Care Commission in 2004 to provide a Housing Support and Care at Home service to people living in their own homes. Although these services were registered separately, they are delivered in a combined way by the same staff team of 12 whole time equivalents staff, including the manager. The service specialises in providing technology into service users' homes which will alert the call centre to any difficulties that arise. This part of the service is not deemed registerable with the Care Commission. The service also provides an emergency response service for people who use the 24 hour a day telephone link with the call centre and who do not have an alternative contact person to respond on their behalf in an emergency. It is this part of the service which is registered with the Care Commission. At the time of inspection 50 adults were using this service. One of the service aims is identified as " to increase personal and home safety and allow service users to stay in their own homes as long as possible." Basis of Report This announced inspection was carried out by 1 Care Commission Officer (referred to in the report as the Officer) over 1 day. This service was inspected after a Regulation Support Assessment (RSA) was carried out to determine what level of support was necessary. The RSA is an assessment undertaken by the officer which considers: complaints activity, changes in the provision of the service, nature of notifications made to the Care Commission by the service, action taken upon requirement etc. This service was required to have a LOW level of support that resulted in an inspection based on the national inspection themes and any recommendations and requirements from previous inspections, complaint or other regulatory activity. The report is based on: Consideration of the content of Pre Inspection material provided by the manager prior to the inspection. The National Care Standards Care at Home and Housing Support Services and in line with the policy of the Care Commission against 5 pre determined core standards. Standard 2 - (Care at Home ) - The Written Agreement. Standard 4 (Care at Home) - Management and Staffing. Standard 6 - (Care at Home) - Eating Well. Standard 8 - (Care at Home) - Keeping Well - Medication. Standard 6 - (Housing Support) -Choice and Communication. The Regulation of Care (Requirements as to Care Services) (Scotland) Regulations 2002. Scottish Statutory Instrument 114 (SSI 114). National Inspection Themes - Safe Recruitment. 3/9

Consideration of the content of 1 Service User Questionnaire. Consideration of 7 Staff Questionnaires. Consideration of West Lothian Council Careline Satisfaction Survey September 2006. Discussion with the manager. Discussion either by telephone or in person with 5 support workers. Examination of documentation including: Accident and incident records. Compliant records. Support plans. Staff training records. Action taken on requirements in last Inspection Report No requirements were made following the last inspection. Comments on Self-Evaluation The self-evaluation form is to assist the provider of a service judge the quality of their service against the National Care Standards being inspected. The manager completed and returned the Self Evaluation form within the agreed timescales and the content showed consideration had been given to areas of service development. View of Service Users A total of 12 questionnaires were sent to a selection of service users. One was returned directly to the Care Commission. As the officer was unable to directly access service users views, consideration was given to the content of West Lothian Council Careline Satisfaction Survey which was carried out in September 2006. The survey indicated that service users were satisfied with the service, that staff were polite and courteous and responded quickly to emergencies. Staff introduced themselves to service users and wore identification badges. View of Carers The views of cares were not accessed during this inspection. 4/9

Regulations / Principles Regulation : National Care Standards National Care Standard Number 2: Care at Home - The Written Agreement Following recommendations made at the last inspection, a Written Agreement specifically for the response element of the service had been devised. All service users had a copy of a signed Written Agreement and a copy was maintained on file. Following recommendations made at the last inspection the Information Pack had been updated to include the following information: that service users' representatives could be present at support reviews and the procedure to be followed should the service change hands or close. The Written Agreement did not include information on how to change or end the agreement, the date the service commenced or the date the Agreement was signed. (see recommendation 1) National Care Standard Number 4: Care at Home - Management and Staffing West Lothian Council had a set of policies and procedures which covered all legal aspects of the service. As discussed at the last inspection a Key Holder policy had been developed. Staff had access to the policies via the Council intranet and were alerted to policy changes by email. Paper copies of policies were available at the service and all staff questionnaires indicated that staff were familiar with these. Appropriate systems were in place to record accidents and incidents. Complaints were logged centrally. One service user questionnaire indicated that the service user was not aware of the complaint procedure. The officer established that a complaints policy was in place and that the service Information Pack, which was issued to all service users, contained information on the complaints procedure. 5/9

Staff questionnaires indicated that staff received regular supervision and attended team meetings. A quality assurance system was in place. West Lothian Council Careline Satisfaction Survey September 2006 indicated that staff showed identification when visiting service users. Assistance was not provided in relation to the management of medication or finance. West Lothian Council had a Code of Conduct that included dress code. All complaints were logged centrally and a complaint log was not held at the service (see recommendation 2). An audit of the service s safer recruitment policies and procedures has been carried out by the Care Commission resulting in two requirements (see requirements 1 and 2), a recommendation (see recommendation 3) and an area for development as follows: it is suggested that the provider develops a system to recheck Enhanced Disclosure Scotland Checks in accordance with current best practice outlined in the National Care Standards and in the SSSC code of practice for Employers Staff Questionnaires identified that staff were not aware of the registered name of the service, referring to the service by its operational name. This had been discussed at the last inspection (see recommendation 4). Staff Questionnaires indicated that 2 staff did not have a copy of the Scottish Social Services Council Code of Practice. The manager stated that all staff had now been issued with a copy and a copy was also available in the office. Staff Questionnaires indicated that 2 staff felt the lack of office space impacted on work practice because of noise levels and access to telephones and computers. The manager advised the officer that West Lothian Council were aware of the issue and were considering alternative office arrangements. Progress will be monitored at future inspections. Four Staff Questionnaires indicated that staff felt the opportunity to gain a qualification was restricted, this issue was also raised at the last inspection. The manager advised the officer that West Lothian Council was eager to provide staff with the opportunity to gain qualifications but access to courses was restricted until the present courses were completed. Progress will be monitored at future inspections. One Staff Questionnaire indicated that additional training in the use of technology would be beneficial. The manager advised the officer that this was being arranged. Progress will be monitored at future inspections. One staff member identified that covering administrative duties could impact on the completion of support work. The manager advised the officer that she was aware of the issue and it had been discussed at a team meeting. A duty system had commenced with an identified staff member attending to administration on set days. Progress will be monitored at future inspections. 6/9

Two Staff Questionnaires indicated concerns around lone working. The officer established that a lone working procedure was in place and all staff were provided with mobile phones. The manager and 4 staff members had attended addition safety training and the training content was part of the next team meeting agenda. National Care Standard Number 6: Care at Home - Eating Well The service did not provide nutritional support. The self evaluation document identifed that staff would report any concerns to the appropraite agency. The manager agreed to update the Service Procedure Manual to include explicit detail of staff role in this area. Progress will be monitored at the next inspection. National Care Standard Number 6: Housing Support Services - Choice and Communication All service users were provided with an Information Pack and a Written Agreement which outlined all aspects of the service provision, including the limitations of the service. The Information Pack clearly stated that service users could have a representative present at meetings. Support Plans were in place to provide essential information to emergency response staff. An assessment process was in place which offered the service user choices about how involved they wished to be with the service technology and whether they wish the emergency response element of the service. No areas of development were identified at this inspection. National Care Standard Number 8: Care at Home -Keeping Well - Medication (where help with taking medication is provided as part of the service) The service did not provide assistance with medication. All staff questionnaires indicated that staff were aware of this. 7/9

The manager agreed to update the Service Procedure Manual to include explicit information regarding staff role in relation to medication. Progress will be monitored at the next inspection. 8/9

Enforcement No enforcement Action had been taken against this service. Other Information No additional information was identified at this inspection. Requirements 1. The organisation must employ a system to record in staff personnel files that the applicant s skills, experience and qualifications have been checked. This is to comply with the SSSC Codes of Practice Employer, SSI 2002/114 Regulation 9 (2)(a) Records. 2. The organisation must develop a recording system to record that the employer has checked professional registers. This is to comply with the SSSC Codes of Practice -1.2, SSI 2002/114 Regulation 9 (2)(c) Fitness of Employees & Regulation 19 (2)(d) Check criminal records & relevant registers. Recommendations 1. It is recommended that the Written Agreement be amended to include: The date the service commenced. The date the Agreement was signed. Details of how to end or change the Agreement. This is to comply with the National Care Standards Care at Home Standard 2 - The Written Agreement. 2. It is recommended that the service develop a local method of recording all complaints received at the service. This is to comply with National Care Standards Care at Home Standard 4.1 - Management and Staffing. 3. It is recommended that the organisation, in line with their policies and procedures, consistently carry out all relevant checks on employees who transfer from a temporary to permanent post within the organisation. This is to comply with the National Care Standards, Care at Home, Standard 4 - Management and Staffing, SSSC Employer. 4. It is recommended that the manager ensures that all staff and service users are aware of the registered name of the service. This is to comply with the Conditions of Registration. Rose Bradley Care Commission Officer 9/9