The Richmond Fellowship Scotland - Housing Support Glasgow North and West Housing Support Service
6 Seaward Place Centurion Business Park Glasgow G41 1HH
Telephone: 0141 353 4070
Type of inspection: Unannounced
Completed on: 22 November 2018
Service provided by: Service provider number: The Richmond Fellowship Scotland SP2004006282 Limited
Service no: CS2004077044 Inspection report
About the service
The Care Inspectorate regulates care services in Scotland. Information about all care services can be found 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.
The Richmond Fellowship Scotland - Housing Support Glasgow North and West provides a combined housing support and care at home service to adults with learning disabilities, mental health problems and drug and alcohol misuse problems, living in their own homes. The service covers a wide geographical area. The provider is The Richmond Fellowship Scotland Limited.
Support is provided to enable people to live in their own home whilst taking part in their community. The service offers a range of support from personal care to support with maintaining a tenancy, such as assistance with home care and budgeting.
The registered manager is based within the Kinning Park area of Glasgow. Staff teams are located in the Broomhill, Dundasvale, Dennistoun, Downfield, Firhill, ollcrT oss, Knightswood and Cumbernauld Road areas of Glasgow.
We visited the Dennistoun, Firhill and Broomhill service locations during this inspection. The stated aim of the service is to: "Support individuals who are experiencing a range of mental health issues including dementia or learning disability develop their lives in their community using person centred approaches."
What people told us
Questionnaires completed and returned to us by people using the service indicated that there were high levels of satisfaction with the care and support provided by staff. We met with 10 people using the service and one relative and we heard how the care and support provided had made positive differences to people's lives. Comments included:
"Staff help me keep my home in good order. I go out to local shops with staff and use local cafes, I enjoy doing this."
"I like XXXX [staff member] he is a good man. We have been learning to make things like homemade soup together."
"I enjoy the conversations I have with staff. The support has made me feel better. They encourage me to do what I can for myself."
"Mum feels quite safe and secure as a result of the good support provided by staff."
One person using the service thought that there could be improvements made. For example, they thought that some staff were better skilled than others in providing support and thought there could be better communication from the office egarr ding staff cover. We discussed plans of reviewing the needs of the individual with the team manager.
Inspection report for The Richmond Fellowship Scotland - Housing Support Glasgow North and West Inspection report
Self assessment
The service was not required to submit a self assessment on this occasion.
From this inspection we graded this service as:
Quality of care and support 5 - Very Good Quality of staffing 5 - Very Good Quality of management and leadership not assessed
Quality of care and support
Findings from the inspection People using the service were listened to and were offered opportunities to share their views and contribute to the ongoing development of the service. Examples of this included contributing to the service newsletter and having input with the evaluation of the service provided.
Support provided to people had resulted in them acquiring new skills, for example learning how to cook healthy foods. People benefitted from support to help them engage with their local community and develop interests and activities. This can help give people a sense of wellbeing as well as offering opportunities for developing friendships.
People were helped to keep well through staff supporting them to take medicines as prescribed. People could be confident that staff monitored their health needs and were proactive in involving external professionals and agencies when they noted any changes to ensure that people get the right care and treatment.
People using the service were encouraged to use the skills they had and remain as independent as possible. Support plans provided a good level of detail, particularly the step by step instructions which meant that there should be a consistent approach used by staff when supporting people.
The service had introduced a new type of support plan which focused on what outcomes were being achieved as a result of the support provided with plans to roll out to all people who used the service. This will help the service work more collaboratively with people in identifying what is being achieved successfully and identify what areas need to be refined. We believe that improved observations within people's homes would help ensure people experience good outcomes.
People could be confident that the service identified risks and overall put in place measures to help keep them as safe as they can be. Accidents and incidents were recorded and an analysis of potential causes was also carried out to help protect people from risk of recurrence. We believe this area could be developed further through linking to current support plans.
People's rights were protected with the legal status of each person recorded. This meant that staff were clear who should be involved in decisions relating to any medical and wellbeing interventions including managing finances.
Inspection report for The Richmond Fellowship Scotland - Housing Support Glasgow North and West page 3 of 8 Inspection report
Requirements Number of requirements: 0
Recommendations Number of recommendations: 0
Grade: 5 - very good
Quality of staffing
Findings from the inspection People using the service had a say on the staff who were employed by the service. For example, they had been involved with developing a character specification eflectingr the qualities staff should have when new staff are being recruited into the service. The service was currently recruiting new staff.
We observed that people benefitted from warm, caring and encouraging approaches from the staff who provided support. This helped to build trusting relationships which shaped how support was delivered.
People could be confident that the service had a robust induction programme with new staff having the opportunity to observe experienced staff who delivered support and care. This helped new staff support people in a consistent way which matched their preferences and wishes.
People could be assured that staff had undertaken relevant training to increase their knowledge and improve skills which helped them provide the right support. A blended approach using face-to-face training as well as e- learning was used to help develop staff.
Direct observations were carried out to check that staff were competent in their role and put into practice what they had learned. This meant people could be confident that the service monitored that staff were using the best techniques and approaches when they were providing support.
People benefitted from a peer learning approach using the strengths of each staff member to develop the skills of colleagues and people using the service. A good example of this was the cookery classes provided at the Dennistoun service.
Staff meetings and supervision sessions were used to look at how people's needs were being met as well as discussion around staff practice. We identified that staff supervision sessions could be better planned in advance, in order that staff and managers can get the best out of these. Similarly, we discussed how the development of a new rota system and communications with people using the service and staff would help both to feel more included.
Requirements Number of requirements: 0
Inspection report for The Richmond Fellowship Scotland - Housing Support Glasgow North and West Inspection report
Recommendations Number of recommendations: 0
Grade: 5 - very good
Quality of management and leadership
This quality theme was not assessed.
What the service has done to meet any requirements we made at or since the last inspection
Previous requirements
There are no outstanding requirements.
What the service has done to meet any recommendations we made at or since the last inspection
Previous recommendations
Recommendation 1
Managers should ensure that medication records, care plans, review minutes and risk assessments are kept up- to-date and maintained in an accountable fashion and that reviews happen regularly. We have made this recommendation so that people can be assured that they receive their medication as prescribed and that care and support is provided by staff who have the most up to date information on how best to support them.
National Care Standards Care at Home, Standard 11 - Expressing Your Views.
This recommendation was made on 10 July 2017.
Action taken on previous recommendation We looked at the overviews held by the manager of the service and action plans based at each service. We could see good progress has been made in connection with this recommendation. Based upon our findings, we concluded that the recommendation had been met.
Inspection report for The Richmond Fellowship Scotland - Housing Support Glasgow North and West page 5 of 8 Inspection report
Complaints
There have been no complaints upheld since the last inspection. Details of any older upheld complaints are published at www.careinspectorate.com
Enforcement
No enforcement action has been taken against this care service since the last inspection.
Inspection and grading history
Date Type Gradings 12 Jun 2017 Unannounced Care and support 4 - Good Environment Not assessed Staffing 4 - Good Management and leadership 5 - Very good
28 Nov 2016 Unannounced Care and support 4 - Good Environment Not assessed Staffing 3 - Adequate Management and leadership Not assessed
30 Nov 2015 Unannounced Care and support 4 - Good Environment Not assessed Staffing 4 - Good Management and leadership 4 - Good
3 Nov 2014 Announced (short Care and support 5 - Very good notice) Environment Not assessed Staffing 4 - Good Management and leadership 5 - Very good
6 Dec 2013 Announced (short Care and support 5 - Very good notice) Environment Not assessed Staffing 5 - Very good Management and leadership 5 - Very good
Inspection report for The Richmond Fellowship Scotland - Housing Support Glasgow North and West Inspection report
Date Type Gradings 4 Dec 2012 Announced (short Care and support 5 - Very good notice) Environment Not assessed Staffing 4 - Good Management and leadership 4 - Good
2 Feb 2012 Unannounced Care and support 5 - Very good Environment Not assessed Staffing Not assessed Management and leadership 5 - Very good
1 Nov 2010 Announced Care and support 4 - Good Environment Not assessed Staffing Not assessed Management and leadership Not assessed
1 Feb 2010 Announced Care and support 4 - Good Environment Not assessed Staffing 5 - Very good Management and leadership Not assessed
11 Sep 2008 Announced Care and support 4 - Good Environment Not assessed Staffing 4 - Good Management and leadership 4 - Good
Inspection report for The Richmond Fellowship Scotland - Housing Support Glasgow North and West page 7 of 8 Inspection report
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.
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Inspection report for The Richmond Fellowship Scotland - Housing Support Glasgow North and West