Sheltered Housing Service, Elgin Housing Support Service 12-14 Greyfriars Street Elgin IV30 1LF Telephone: 01343 563464
Inspected by: John Corbett Type of inspection: Unannounced Inspection completed on: 14 March 2012 Inspection report continued
Contents
Page No Summary 3 1 About the service we inspected 6 2 How we inspected this service 7 3 The inspection 10 4 Other information 19 5 Summary of grades 20 6 Inspection and grading history 20
Service provided by: The Moray Council
Service provider number: SP2003001892
Care service number: CS2004073502
Contact details for the inspector who inspected this service: John Corbett Telephone 01343 541734 Email [email protected]
Sheltered Housing Service, Elgin, page 2 of 21 Inspection report continued
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 N/A
What the service does well Sheltered Housing (Elgin) provided a flexible and user-friendly housing support service to the communities of Elgin, Forres, Lossiemouth, Buckie and Portgordon.
A service users involvement framework had been developed by the local authority.
The service aims and objectives and working practices of the service were focused on the individual tenants, their family or carers, which led to a service built around meeting the service users needs.
Central to the flexibility and user-friendliness of the service was an open feedback system, where meeting the service user's needs were being reviewed and addressed.
Service users spoken with, described an open communication system, where they felt they had a voice, and they were listened to.
The service was managed from a central office in Elgin covering 6 sheltered housing schemes in Moray.
Tenants Groups were involved in the ongoing review and update of the tenants handbook., and a service user had been actively involved in staff recruitment.
Service user feedback had been used in evaluating how the service operated and key examples of information provision, and allocation policy had been looked at following feedback.
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What the service could do better The service was meeting the needs of a group of service users with a mixed range of needs.
The provider should examine the use of some form of formal risk assessment within the personal support planning process given the care and support needs of some tenants who may be at risk.
At present risk is assessed informally and dealt with in an informal manner, which could put service users, staff and the general public at risk.
What the service has done since the last inspection The provider had developed a "Service User Involvement Framework" and service staff were developing the involvement of tenants in many aspects of service delivery change and development.
The service was reviewing key aspects of service delivery and the tenants were actively involved in the processes.
A very good example of "service user" involvement had seen a proposed development of "day care" in a sheltered housing complex being set aside due to the tenants representations when they were consulted. The service provider is commended on this inclusive approach, and response.
Conclusion The service manager and staff continued to proactively involve the service users in the development of services.
The service staff have continued to develop a very open and flexible service, with very good communications with the people who used the service, and the other agencies involved in helping them.
The service did this in a proactive, user-friendly manner, which was positively commented on by those people who had engaged with the service.
The service benefited from effective management and an experienced staff group, who worked together effectively.
Sheltered Housing Service, Elgin, page 4 of 21 Inspection report continued The service had developed good working relationships with NHS Grampian, the local authority Social Work service and non-statutory agencies in terms of looking at "joined up" services which targeted the health & social wellbeing of the service users.
Who did this inspection John Corbett
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1 About the service we inspected
Sheltered Housing Elgin was deemed registered with the Care Inspectorate on April 1, 2011.
The service was registered to provide a housing support service (sheltered housing) to people living in areas of Moray.- Forres, Buckie, Portgordon, Lossiemouth and Elgin itself.
The service operated 24 hours a day, 365 days a year, including emergency call-out arrangements.
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 - N/A
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.scswis.com or by calling us on 0845 600 9527 or visiting one of our offices.
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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 undertook an unannounced (short notice) inspection over two days on 13th & 14th March 2012.
This was carried out following a Regulatory Support Assessment (RSA), and review of the service Annual Return and Self Assessment.
We met with the service manager, interviewed staff, met with service users at two complexes, in groups and individually.
We examined the range of policies, procedures and documentation relation to the Quality Themes being examined - Care & Support and Staffing.
We reviewed (11) Care Inspectorate questionnaires returned by the service users and staff.
We visited the service manager's base in Elgin, Larch Court sheltered housing complex, and Gurness Circle complex.
We spoke with 10 service users at Larch Court and attending a tenants group meeting with 15 tenants at Gurness Circle.
We spoke with 2 sheltered housing wardens at Larch Court, one at Gurness Circle, and the Development Officer (Moray Council) who attended the tenants group meeting.
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
Sheltered Housing Service, Elgin, page 7 of 21 Inspection report continued 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
Sheltered Housing Service, Elgin, page 8 of 21 Inspection report continued
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 servic e completed a concise self-assessment which assisted the inspection & grading process.
Taking the views of people using the care service into account We interviewed 2 service users, spoke with a group of 10 service users informally, and attended a meeting with 15 service users at another complex.
Service users we spoke with were uniformly positive about the service they received in terms of the quality of care and support, and staffing within the service.
Taking carers' views into account Not available at time of inspection.
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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 quality of service user participation in assessing and improving the quality of care and support provided by the service was very good.
The service ethos and operational systems were centred on the individual service user, which led to a people-friendly service.
Central to the operation of the service was a system of feedback, where meeting the person's individual needs were addressed. People we spoke with, and who responded, described an open communication system, where they felt they had a voice, and they were listened to, and from whom they got a response.
Service user involvement in assessing & evaluating the service offered was informally and formally carried out. Service user responses received by the Care Inspectorate indicated a very open system of communication by a variety of mechanisms.
Service user's views were monitored regularly by staff, and used to evaluate and improve the service, to the individual, and operationally as a service. This was done formally & informally.
Service users who responded described a service where choice and flexibility were evident, and the support offered matched their individual needs. They described ready access to the wardens within the services, and a telephone support system outwith official hours.
We received (7) care standards questionnaires from people who used the service and they were uniformly positive and most described the importance of the sheltered housing service to them
Sheltered Housing Service, Elgin, page 10 of 21 Inspection report continued The introduction to the service was focused and very user-friendly, targeted at engaging the service user from the point of contact. Service users were provided with sufficient information to make an informed decision.
Service users were given an information pack so they could examine the information at their own leisure. This information was currently being reviewed and updated, and the Tenants Group was involved in this process.
Support planning involved an initial assessment and a support plan developed jointly with the service user, the support plans were reviewed regularly and were built around service user participation as a key element. Reviews were geared towards individual need rather than set timescales, in order to be responsive to need, but were regularly carried out.
Service staff occasionally acted as a support person for service users but also had systems to pass service users on to the appropriate agency or professional to assist them in meeting their needs.
Sheltered Housing Elgin had developed very good links with local agencies involved in the support of people who used their service.
The involvement of family and carers was at the discretion of the service user, and solely with their consent, and dependent upon need.
People who had used sheltered housing confirmed an "open" culture within the support service in terms of having their say, and expressing their views.
The services own quality assurance systems demonstrated involvement of the service users, as a key element of service development and change.
Service users knew how to complain to the Care Inspectorate - the service made this information available to them.
A copy of the most recent inspection report was available to people who used the service. Areas for improvement The inclusion of some form of Risk Assessment within the support planning process should be considered by the provider, in view of the needs presented by some of the service user group.
Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0
Sheltered Housing Service, Elgin, page 11 of 21 Inspection report continued Statement 3 We ensure that service user's health and wellbeing needs are met. Service strengths Whilst this area is not the primary focus of the support service it ensured that related issues surrounding health & wellbeing were addressed, through its personal support assessment & planning.
There was a holistic approach to developing the personal support plan which included a record of identified health & wellbeing, as well as social & housing needs.
The service provided a range of formal & informal support, all of which contributed to service users health & wellbeing.
The service also provided support & advice directly to service users and referral to appropriate agencies where a specific health / wellbeing need was identified. The service enjoyed very good working links with a variety of other agencies who may be involved with the client group- e.g.:
Local Authority - Social Work & Housing NHS Grampian - Community Mental Health / Community & District Nursing Drug & Alcohol Services Blind & Deaf Societies Benefits Agencies / elfW are Rights Advocacy Groups Professions allied to medicine
The provider intended appointing specialist drug, alcohol and mental health professionals to provide an enhanced level of support to those service users with these issues.
Key workers from support agencies were recorded in the service user's personal support plan.
The service staff offered support at meetings and reviews with the service user's consent.
There were policies in place regarding Health & Safety, accident / incident recording, COSHH and infection control. Accident & incident recording was carried out appropriately.
The service had in place a complaints and confidentiality policy & procedure. There had been no complaints within the service or received by the Care Inspectorate.
Staff within the service were receiving training appropriate to their role and which
Sheltered Housing Service, Elgin, page 12 of 21 Inspection report continued followed current best practice. All staff had undertaken fire safety, blood borne virus, first aid, and protection of vulnerable adults training.
A written record was maintained if the service felt it was unable to further support the service user in their choices.
There was procedures in place to try to ensure that leaving the support service was planned and discussed as described in the National Care Standards - Housing Support - Standard 9 - Choosing to leave or end the service. Areas for improvement The provider should consider that risk assessment is developed as an integral component of the personal support plan from the point of referral to the service.This is in order to protect the health & wellbeing of the service users, staff and general public.
Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0
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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 quality of service user participation in assessing and improving the quality of staffing within the service was very good.
The service ethos and operational systems were centred on the individual service user, which led to a people-friendly service.
Central to the operation of the service was a system of feedback, where service users could raise any issues.
Service users and family / carers could access a "comments log" whereby they could comment on staffing.
A senior officer is identified within each service as a point of contact so that service users can raise any issues in a confidential manner. Service users who we spoke with, were aware of access to senior managers. Face to face or home visits were available to service users.
People we spoke with, and who responded, described an open communication system, where they felt they had a voice, and they were listened to, and from whom they got a response.
Service user involvement in assessing & evaluating the service offered was informally and formally carried out. Service user responses received by the Care Inspectorate indicated a very open system of communication by a variety of mechanisms.
Service user's views were monitored regularly by staff, and used to evaluate and improve the service, to the individual, and operationally as a service. This was done formally & informally.
Service users who responded described a service where choice and flexibility were evident, and the support offered matched their individual needs. They described ready access to the wardens within the services, and a telephone support system outwith official hours.
Sheltered Housing Service, Elgin, page 14 of 21 Inspection report continued We spoke with 10 service users formally & informally and all were very positive about the quality of care provided by the wardens, permanent and relief.
We received (7) care standards questionnaires from people who used the service and they were uniformly positive and most described the importance of the sheltered housing service to them, including the staffing.
The introduction to the service was focused and very user-friendly, targeted at engaging the service user from the point of contact. Service users were provided with sufficient information to make an informed decision.
Service users were given an information pack so they could examine the information at their own leisure. This information was currently being reviewed and updated, and the Tenants Group was involved in this process.
The tenants handbook identified how staff should provide the service, and was currently being reviewed by a group which included tenants.
Support planning involved an initial assessment and a support plan developed jointly with the service user, the support plans were reviewed regularly and were built around service user participation as a key element. Reviews were geared towards individual need rather than set timescales, in order to be responsive to need, but were regularly carried out.
Service staff occasionally acted as a support person for service users (with their consent) but also had systems to pass service users on to the appropriate agency or professional to assist them in meeting their needs.
Sheltered Housing Elgin had developed very good links with local agencies involved in the support of people who used their service.
The involvement of family and carers was at the discretion of the service user, and solely with their consent, and dependent upon need.
People who had used sheltered housing confirmed an "open" culture within the support service in terms of having their say, and expressing their views.
The services own quality assurance systems demonstrated involvement of the service users, as a key element of service development and change.
Service users knew how to complain to the Care Inspectorate - the service made this information available to them.
A copy of the most recent inspection report was available to people who used the service.
Sheltered Housing Service, Elgin, page 15 of 21 Inspection report continued Areas for improvement To continue to develop the participation of service users and carers in evaluating the quality of staffing within the service.
Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0
Statement 2 We are confident that our staff have been recruited, and inducted, in a safe and robust manner to protect service users and staff. Service strengths We reviewed the policies and procedures within the service with regard to recruitment and induction of staff.
The service had in place policies to meet statutory regulation: Staffing & Recruitment, Health & Safety, Medication / Fire Safety, accidents, complaints, and Protection of Vulnerable adults.
Staff, and managers and were recruited and selected through a process which included;
Formal Application Formal Interview Taking up of appropriate references Protection of Vulnerable Groups Check (Disclosure Scotland) Checking
The formal interview process demonstrated that the service endeavoured to ensure the candidate matched the job specification & profile.
The service had in place a robust, comprehensive induction process, which included a period of "protected employment" where the new staff member worked alongside experienced staff. There was an induction checklist which was signed and dated as completed.
We received (5) staff questionnaires which indicated positive responses to aspects of operational systems, managerial support and training.
The service had in place the necessary records in place to meet Regulation 19 (2) SSI.
The service had in place effective staff training and development programmes.
The service had in place anti discriminatory and harassment policies.
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The service had in place procedures for staff supervision (3 monthly) and appraisal (annually).
The service held 5 weekly team meetings which staff described as open and supportive.
The staff we interviewed described strong support from management and colleagues within the workplace. Areas for improvement The management of risk should be considered as part of the recruitnent & induction / training procedures in light of the presenting needs of some of the service user group
Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0
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Quality Theme 4: Quality of Management and Leadership - NOT ASSESSED
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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 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).
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5 Summary of grades
Quality of Care and Support - 5 - Very Good
Statement 1 5 - Very Good
Statement 3 5 - Very Good
Quality of Staffing - 5 - eryV Good
Statement 1 5 - Very Good
Statement 2 5 - Very Good
Quality of Management and Leadership - Not Assessed
6 Inspection and grading history
Date Type Gradings
23 Jan 2009 Announced Care and support 4 - Good 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.
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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 SCSWIS. You can get more copies of this report and others by downloading it from our website: www.scswis.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: [email protected] Web: www.scswis.com
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