Mile End Out of School Care Day Care of Children 146 Orr Street Calton Glasgow G40 2BH Inspected by: Louisa Walker Annemarie McGinn Type of inspection: Unannounced Inspection completed on: 26 July 2012
Contents Page No Summary 3 1 About the service we inspected 5 2 How we inspected this service 7 3 The inspection 11 4 Other information 25 5 Summary of grades 26 6 Inspection and grading history 26 Service provided by: Glasgow's Regeneration Agency Service provider number: SP2003001314 Care service number: CS2011285818 Contact details for the inspector who inspected this service: Louisa Walker Telephone 0141 843 6840 Email enquiries@careinspectorate.com Mile End Out of School Care, page 2 of 27
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 Environment 5 Very Good Quality of Staffing 5 Very Good Quality of Management and Leadership 6 Excellent What the service does well The service continues to provide very good out of school care experiences for children. The management and staff team continue to demonstrate a very good understanding of the individual care and support needs of children attending. What the service could do better Through discussion the manager of the service confirmed the continued involvement of children, parents and carers in assessing and improving the quality of care and support provided. The service should continue to develop consultation methods for children, parents, carers and other stakeholders. Questions within questionnaires should reflect the quality of care and support, the environment, staffing, management and leadership. The service should continue to review and develop childrens' profile/care plan information ensuring that childrens' support needs are recorded and reviewed regularly by staff. Parents and carers should review and update this information as and when required but at least every six months. Accident/incident medication records including as and when required, should be audited monthly and signed off by a senior/manager. Mile End Out of School Care, page 3 of 27
What the service has done since the last inspection Inspection report continued The manager and staff team continue to ensure children are at the heart of decision making processes regarding their play opportunities. This was also confirmed by children, parents and carers. Restructuring of Glasgow Regeneration Agency early years services has resulted in changes in senior management roles and responsibilities. A review of early years services policies and procedures continues. Conclusion The manager and staff team continue to provide a very good service, this has been reflected in the very good and excellent grades awarded throughout this report. Findings were confirmed through feedback received from children, parents, carers and staff in addition to observation of practice and examination of relevant documents. Who did this inspection Louisa Walker Annemarie McGinn Mile End Out of School Care, page 4 of 27
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.scswis.com. The service is registered to provide care to a maximum of 48 children attending primary school from four to twelve years of age. The service operates 51 weeks per year Monday to Friday from 08:00 to 09:00 and 15:00 to 18:00 term time and 08:00 to 18:00 during holidays. Primary one children are accommodated from August to September from 12 noon to 18:00 hours. An escort service form local primary school is available. The service operates from a single storey building situated in the Bridgeton area of Glasgow City. Children have access to an outside play area and two large playrooms with a wide range of play resources. The service aims to 'be responsive to the needs of our service users, and encourage participation of service users.' 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. 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 Environment - Grade 5 - Very Good Quality of Staffing - Grade 5 - Very Good Quality of Management and Leadership - Grade 6 - Excellent This report and grades represent our assessment of the quality of the areas of performance which were examined during this inspection. Mile End Out of School Care, page 5 of 27
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. Mile End Out of School Care, page 6 of 27
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 We wrote this report after an unannounced inspection by two Inspectors that took place on the morning of the 26 July 2012. As requested by us, the service sent us an annual return. The service also sent us a self assessment form. We issued eighteen questionnaires to parents and carers. Thirteen completed questionnaires were returned before the inspection. In this inspection we gathered evidence from various sources, including the relevant sections of policies, procedures, records and other documents, including: * Evidence from the service's most recent self assessment * Questionnaires staff/parents/carers * Consultation with parents/carers - letters, memos other * Consultation with children/child led planning information * OOSC induction information for children, parents and carers * Childrens' activity plan * Childrens' profile information * Summer holiday activity programme * Outings procedures/risk assessments * Evaluations of activities * How consultation information has been fed back to parents and carers * Changes to service from parent, carer feedback * Service Handbook * Minutes of staff meeting minute * Minutes of meetings with parents/carers * Fire evacuation procedures * Complaints log/feedback to parents/carers * Staff training records * Staff induction records * Risk assessment information (Environment) * Risk assessment information (Children) Mile End Out of School Care, page 7 of 27
* Accident and incident reports * Medication - recording, as and when required medications * Child protection/safeguarding information * Notice board information * Observation of staff practice * Observation of the environment Discussion took place with: * day to day manager * childcare staff * children Inspection report continued All of the above information was taken into account during the inspection process and was reported on. 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 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 Mile End Out of School Care, page 8 of 27
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. A fully completed self-assessment document was submitted by the service. This was completed to a satisfactory standard and gave relevant information for each of the Quality Themes and Statements. The service identified its strengths and some areas for future development and gave very good evidence of service user involvement and how they planned to implement changes. Taking the views of people using the care service into account As part of the inspection process ten children were spoken with throughout the visit. Comments included, 'We are asked what we want to do' 'We can make suggestions' 'We can choose our activities.' 'There is always lots of snack' 'The trips are great' 'We do loads of arts and crafts' 'If I am not happy with something I will go to the staff.' 'The staff help if I need anything.' 'I always get a shot of the two wheeled bike outside' 'We go on lots of trips, sometimes we even go to the beach.' Taking carers' views into account Thirteen care standard questionnaires were received from parents and carers. Written comments included: 'My child is very happy at Mile End and looks forward to school holidays where she spends the whole week at after care. The range of activities is very good.' Mile End Out of School Care, page 9 of 27
'I am more than happy with this service my child loves it' 'The staff are very friendly and have good communication with the children as well as the parents.' 'I cannot fault the service in any way; staff are friendly and always welcoming.' 'Children are not encouraged to mix with other groups of children at times.' All comments were passed to the manager as part of the inspection process. The manager could tell us about how children were grouped depending on age, and how they ensured children felt part of the group. Mile End Out of School Care, page 10 of 27
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 Based on discussions with children, staff members, parents and carers, a review of sampled written evidence, this service was found to have maintained an excellent performance in relation to this statement. The manager and staff team continue to develop methods to engage with children, parents and carers, this included: * Parent and carer questionnaires * Childrens' questionnaires * Children, parent and carer participation policy * Childrens' handbook * Talking wall * Childrens' consultation meetings * A framework for parent and carers to evaluate and review the services policies and procedures * Written and photographic evidence of childrens' thoughts and ideas for play activities * Childrens' evaluation of planning linking with staff evaluation * Newsletter updating parents and carers about life in after school * Home to after school communication sheets * Children and staff planning of summer holiday activity programme incorporating events and activities for children of all ages We observed staff participating in a wide range of activities. As part of staff and childrens' evaluation of play activities, children are offered a range of opportunities to comment on their experiences of after school care. Mile End Out of School Care, page 11 of 27
These included group and individual discussion sessions, suggestion box pictorial and questionnaire feedback. This was confirmed in discussion with children throughout the inspection. Children could tell us they developed play activities, purchased toys and equipment and had input to planning the summer holiday programme. On arriving at the service we observed children actively involved in a range of activities with staff team members. Further evidence of this was recorded in planning sheets, photographs and children's feedback forms. Children told us they are supported to complete homework if they wish. Discussion with older children confirmed their views and ideas were sought and acted upon, this was also confirmed through minutes of meetings and photographs of activities. On arrival at the service children could tell us that they were going a forestry walk, visiting the transport museum and contributing to an information session from the community road safety officer. Of the thirteen written responses returned by parents and carers ten strongly agreed and three agreed that the service had involved them and their child in developing the service, for example asking for ideas and feedback. In addition, eight strongly agreed and five agreed that they are kept informed about what is happening in the service, for example through newsletters and information boards. The management and staff ensure feedback is given to children, parents and carers regarding outcomes of consultations. We could see feedback information displayed and recorded within minutes of meetings. Areas for improvement Inspection report continued Through discussion the manager of the service confirmed the continued involvement of children, parents and carers in assessing and improving the quality of care and support provided. The service should continue to develop consultation methods for children, parents, carers and other stakeholders. Questions within questionnaires should reflect the quality of care and support, the environment, staffing, management and leadership. Mile End Out of School Care, page 12 of 27
The service should continue to monitor and maintain the very high standards of quality detailed within this statement. They should ensure they are rigorous in identifying any areas for improvement and implementing action plans to address these. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Mile End Out of School Care, page 13 of 27
Statement 3 We ensure that service users' health and wellbeing needs are met. Service strengths Inspection report continued Based on discussions with children, staff members, parents and carers, a review of sampled written evidence, this service was found to have a very good performance in relation to this statement. We evidenced a wide range of information, ensuring the health and wellbeing needs of service users are met this included: * Application and enrolment forms detailing childrens' care, support and health needs * Child protection and safe guarding polices and procedures * Evidence of staff training in first aid, food hygiene and infection control procedures * Healthy eating policy * Snack menus displayed * Parent and carer information boards displaying a wide range of information relating to health, social work and community involvement opportunities * Information about the service is available in differing formats and languages * Information about support services including links with health, social work and education agencies * Childrens' daily routine, achievements and successes displayed. An appropriate range of up to date policies and procedures were available to support childrens' health, safety and well-being. An up to date written policy and procedures on the use, storage and administration of medication was available. Written consent from parents and carers was part of the service's medication procedure. Staff demonstrated a clear understanding of their role and responsibility in protecting children from harm, abuse, bullying and neglect. Child protection training was incorporated into staff induction procedures and reviewed annually. Children had daily opportunities to access fresh air and energetic physical play activities both indoors and outdoors. A key worker system where staff had responsibility for a group of children was in place which assisted in providing continuity of care. Policies and procedures relating to the promotion of positive relationships were available. Written comments within parent and carer questionnaires confirmed a caring and supportive approach when dealing with challenging behaviour. Mile End Out of School Care, page 14 of 27
Information about the child, including health and dietary needs was obtained prior to placement. Parents and carers were made aware of the need to keep information updated. Support plans were in place for children where required and staff worked with parents and other agencies to ensure needs were met. Children were observed to respond to the support, praise and encouragement provided by staff. Through discussion, staff confirmed older children's preferences were also catered for. Staff provided a youth club atmosphere for older children with a varied routine and activity timetable. Through discussion, staff confirmed the importance of ensuring consistent, highquality support for children attending the service. This was also confirmed in feedback from parents and carers. Staff were observed encouraging and supporting children to take part in a wide range of activities that promoted self esteem and team building. Swimming forms part of the activity programme for children, risk assessments were available and information updated regularly. Children told us that they would go to a staff member if they were not happy with something at the after school care. A suggestion box was also available for children to put ideas and concerns. All responses are monitored by the staff team. Of the 13 written responses returned by parents and carers eight strongly agreed and five agreed that staff treat their child fairly and with respect. Children told us they were happy going to the after school care and felt they were treated with respect by the staff team. Areas for improvement The service should continue to review and develop childrens' profile/care plan information ensuring that childrens' support needs are recorded and reviewed regularly by staff. Parents and carers should review and update this information as and when required but at least every six months. Accident/incident, medication records including as and when required, should be audited monthly and signed off by a senior/manager. Mile End Out of School Care, page 15 of 27
The service should continue to monitor and maintain the very high standards of quality detailed within this statement. They should ensure they are rigorous in identifying any areas for improvement and implementing action plans to address these. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Mile End Out of School Care, page 16 of 27
Quality Theme 2: Quality of Environment 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 environment within the service. Service strengths Based on discussions with children, staff members, parents and carers, a review of sampled written evidence, this service was found to have a very good performance in relation to this statement. Evidence to support strengths in this quality statement is detailed under Quality Statement 1.1. Areas for improvement This section should be read in conjunction with associated comments made under Quality Statement 1.1. The service should continue to monitor and maintain the very high standards of quality detailed within this statement. They should ensure they are rigorous in identifying any areas for improvement and implementing action plans to address these. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Mile End Out of School Care, page 17 of 27
Statement 2 We make sure that the environment is safe and service users are protected. Service strengths Based on discussions with service users, staff members, parents and carers, a review of sampled written evidence, this service was found to have a very good performance in relation to this statement. Of the thirteen written responses returned by parents and carers nine strongly agreed and four agreed that the service is a safe, secure hygienic, smoke free, pleasant and stimulating environment. The manager and staff are available to welcome children. The front door of the service is locked. A buzzer system is used, identification is asked for and a visitor signing in book was available. The after school care have use of two large play rooms and outdoor play area. There are specific areas for childrens' art work and information to be displayed. Displays were linked to the topics, themes or interests of the children. Children could move freely from area to area. A chill out zone was available for children. We observed staff encouraging children to tidy up and take responsibilities for play areas. Fire, cross infection, medication and food safety information was available. Children spoke specifically about developing ground rules for attending the after school care. All children spoken with confirmed they felt safe within the environment. Areas for improvement A risk assessment was available for the garden area, we observed the outdoor play area was in need of some garden maintenance, grass and weeds needed cut and removed. The manager of the service confirmed that the current garden maintenance contract was under review, further discussion with maintenance contractors was planned. See Recommendation 2 of Quality Statement 2.2 Quality Theme 2. Inspection report continued The service should continue to monitor and maintain the very high standards of quality detailed within this statement. They should ensure they are rigorous in identifying any areas for improvement and implementing action plans to address these. Mile End Out of School Care, page 18 of 27
Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 1 Recommendations Inspection report continued 1. The service should ensure the garden area is regularly maintained. National Care Standards Early Education and Childcare up to the age of 16: Standard 2, a safe environment. Mile End Out of School Care, page 19 of 27
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 Based on discussions with children, staff members, parents and carers, a review of sampled written evidence, this service was found to have a very good performance in relation to this statement. Evidence to support strengths in this quality statement is detailed under Quality Statement 1.1. Areas for improvement This section should be read in conjunction with associated comments made under Quality Statement 1.1. The service should continue to monitor and maintain the very high standards of quality detailed within this statement. They should ensure they are rigorous in identifying any areas for improvement and implementing action plans to address these. Grade awarded for this statement: 5 - Very Good Number of recommendations: 0 Number of requirements: 0 Mile End Out of School Care, page 20 of 27
Statement 3 We have a professional, trained and motivated workforce which operates to National Care Standards, legislation and best practice. Service strengths Inspection report continued Based on discussions with children, staff members, parents and carers, a review of sampled written evidence, this service was found to have a very good performance in relation to this statement. We evidenced a wide range of information relating to the quality of staffing within the service, this included: * Staff development and training policy * Annual training plan * Induction procedure * Minutes of 'whole staff' review of service policies and procedures * Records of staffs participation in a range of training and development opportunities relating to the promotion of equality and fairness * Low staff turnover evidenced from annual return and feedback from parents and carers * All staff were qualified in line with Scottish Social Services Council qualification framework. We talked to staff who told us that they had all participated in CPD. All felt that this was a good thing and it was meaningful to them and their professional and personal development. A training plan was being developed for all staff that linked with outcomes of CPD and mandatory training requirements. Children were observed to be confident and happy within the service, they approached staff throughout the inspection visit asking for help with activities and sharing play experiences. We evidenced a wide range of questionnaires, letters, pictures and thank you cards from children, parents and carers detailing their overall satisfaction with the service. Of the thirteen written responses returned by parents and carers eight strongly agreed, one agreed and one ticked not applicable, that staff had the skills and experience to care for and support their child/children's learning and development needs. The manager of the service formally monitors the play environment through planning meetings and reports. Mile End Out of School Care, page 21 of 27
Areas for improvement The service should continue to monitor and maintain the very high standards of quality detailed within this statement. They should ensure they are rigorous in identifying any areas for improvement and implementing action plans to address these. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Mile End Out of School Care, page 22 of 27
Quality Theme 4: Quality of Management and Leadership Grade awarded for this theme: 6 - Excellent 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 Based on discussions with children, staff members, parents and carers, a review of sampled written evidence, this service was found to have an excellent performance in relation to this statement. Evidence to support strengths in this quality statement is detailed under Quality Statement 1.1. Of the thirteen written responses returned by parents and carers ten strongly agreed and three agreed that they were overall happy with the quality of care their child received in the service. Areas for improvement This section should be read in conjunction with associated comments made under Quality Statement 1.1. The service should continue to monitor and maintain the very high standards of quality detailed within this statement. They should ensure they are rigorous in identifying any areas for improvement and implementing action plans to address these. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Mile End Out of School Care, page 23 of 27
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 Based on discussions with children, staff members, parents and carers, a review of sampled written evidence, this service was found to have an excellent performance in relation to this statement. Through discussion, the manager confirmed quality is measured by effective monitoring of practice and interaction. Tools used to measure quality included the National Care Standards, questionnaires and after school improvement plan. We interviewed staff as part of the inspection process and they agreed that their views were sought and acted upon. Through discussion staff confirmed their involvement in the review of the services policies and procedures. Staff told us that they were actively encouraged to develop different aspects of the service e.g. outdoor play activities, health and safety monitoring, working with children with additional support needs. We found that the after school care was also an effective member of the local community and member of the Scottish out of school care network and local child care forum. Children, parents, carers and staff told us that consultation methods introduced had been of benefit. We evidenced a wide range of information relating to the ongoing development of the service, the manager readily demonstrated a high level of professional competence and skill through a good understanding of childcare issues. The manager was committed to his own professional development. Areas for improvement The service should continue to monitor and maintain the very high standards of quality detailed within this statement. They should ensure they are rigorous in identifying any areas for improvement and implementing action plans to address these. Grade awarded for this statement: 6 - Excellent Number of requirements: 0 Number of recommendations: 0 Inspection report continued Mile End Out of School Care, page 24 of 27
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 n/a 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 SCSWIS re-grading the Quality Statement within the Management and Leadership Theme as unsatisfactory (1). This will result in the Quality Theme for Management and Leadership being re-graded as Unsatisfactory (1). Mile End Out of School Care, page 25 of 27
5 Summary of grades Quality of Care and Support - 5 - Very Good Statement 1 Statement 3 6 - Excellent 5 - Very Good Quality of Environment - 5 - Very Good Statement 1 Statement 2 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 - 6 - Excellent Statement 1 Statement 4 6 - Excellent 6 - Excellent 6 Inspection and grading history All inspections and grades before 1 April 2011 are those reported by the former regulator of care services, the Care Commission. Mile End Out of School Care, page 26 of 27
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 Mile End Out of School Care, page 27 of 27