Personalisation and Self Directed Support - Mental Health Housing Support Service 3 Quarrywood Avenue Barmulloch Glasgow G21 3BA Telephone: 0141 274 8064 Type of inspection: Unannounced Inspection completed on: 26 September 2017 Service provided by: Loretto Care Service provider number: SP2006008236 Care service number: CS2007142559
About the service This service was previously registered with the Care Commission and transferred its registration to the Care Inspectorate on 1 April 2011. The service supports people with a variety of needs including that of mental health, to sustain their independent living in their own tenancies. Thirty seven people were using the service at the time of our inspection. Requirements and recommendations: If we are concerned about some aspect of a service, or think it needs to do more to improve, we may make a recommendation or requirement. - A recommendation is a statement that sets out actions the care service provider should take to improve or develop the quality of the service based on best practice or the National Care Standards. - A requirement is a statement which sets out what is required of a care service to comply with the Public Services Reform (Scotland) Act 2010 ("the Act") and secondary legislation made under the Act, or a condition of registration. Where there are breaches of Regulations, Orders or conditions, a requirement may be made. Requirements are legally enforceable at the discretion of the Care Inspectorate. What people told us Views of people who used the service were very positive. They told us how the service helped them in a range of areas, not just housing. People received help to address financial matters, physical and mental health issues. This demonstrated how effectively the service was working in meeting people's outcomes in a person centred way. Comments included:- "Over all, the staff team who support me work well." "top scale." "very high standard of care." "very responsive." "I think it is a tremendous service and I am very grateful for it." "Communication is good. Staff always let me know if there is anything on." "very happy with the service." All of the care plans were dated and signed by service users to evidence clearly the agreed support received. Care review and planning meetings involved people who use the service and their families. These were important opportunities for those involved to have their say on what worked well and what didn't. The provider had a complaints policy and procedure which provided further opportunities for the people supported and their families to give feedback on the quality of the service and service users interviewed confirmed that they knew how to use the complaints process. page 2 of 6
Self assessment We saw clear evidence of information previously used for self assessments from the provider had been incorporated into the service plan 2017/18. We were satisfied with the way the provider had completed this and with the relevant information included, there were clear examples of positive outcomes achieved. The provider identified what it thought the service did well, areas for development and changes that it had planned. From this inspection we graded this service as: Quality of care and support Quality of staffing Quality of management and leadership 5 - Very Good 5 - Very Good not assessed What the service does well The service had developed an operational action plan that highlighted areas for development and showed how much progress had been made, this included managers undertaking key work observations that enabled staff to be observed and receive feedback on their performance. New staff received an induction which included mandatory and service specific training. Partnership working with other agencies had also contributed to positive outcomes for individuals. Support staff and managers demonstrated that they were committed to delivering a quality service and used a person centred approach enabling them to readily evidence positive outcomes. We found that the needs of people using the service had informed staff training, this meant that training was being tailored to individual needs. People using this resource confirmed that they felt involved, respected and looked forward to the staff visits. One person stated "staff really listen to me and then support me with my requests". All relationships and interactions were observed to be carried out to a very good level. We heard many examples of the ways that the service had worked flexibly to respond to the needs of people using the service and their families and this had enhanced positive outcomes for people, for example by delivering support at an agreed time. The service supported people to develop positive links with the community health teams and ensuring their health needs were reviewed regularly. The staff teams continued to support people to access activities in their local community which were based upon their personal interests. Outcomes achieved weekly ensured that overall service plans were continuing to evolve. What the service could do better We found that staff at all levels were clear with the needs of people whom they support. Having access to a range of relevant and person specific training contributed to the team being able to work confidently and in a person centred way. We observed respectful interactions between people using the service and staff. Service users we spoke with expressed high levels of satisfaction with the service. We found in our conversations with staff that they demonstrated motivation and commitment to doing a good job. Staff were observed consistently to be warm, caring and respectful not only to the people using the service but in their interactions with each other. page 3 of 6
Due to increased levels of need and to further enhance the Quality Assurance systems used, the manager should continue to prioritise training in dementia for future service delivery. (See recommendation 1). Requirements Number of requirements: 0 Recommendations Number of recommendations: 1 1. The service should continue to provide opportunities for staff to further develop their skills in dementia using the following resource: Promoting Excellence: A framework for all health and social services staff working with people with dementia, their families and carers www.scotland.gov.uk. 2011 National Care Standards, Care at home, 1 Informing and deciding, 10 Supporting communication & 11 Expressing your views 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 4 Oct 2016 Announced (short notice) Care and support 5 - Very good Management and leadership 5 - Very good 9 Oct 2015 Announced (short notice) Care and support Management and leadership 6 Oct 2014 Unannounced Care and support 5 - Very good page 4 of 6
Date Type Gradings Management and leadership 5 - Very good 13 Sep 2013 Announced (short notice) Care and support Management and leadership 29 Nov 2012 Announced (short notice) Care and support Management and leadership 28 Mar 2012 Re-grade Care and support Management and leadership 16 Mar 2012 Re-grade Care and support Management and leadership 1 - Unsatisfactory 6 Sep 2010 Announced Care and support 5 - Very good 5 - Very good Management and leadership 16 Nov 2009 Announced Care and support Management and leadership 4 Nov 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