The Richmond Fellowship Scotland - Glasgow South West & East Housing Support Housing Support Service Unit 4 Seaward Place Centurion Business Park Glasgow G41 1HH Telephone: 0141 353 4050 Type of inspection: Unannounced Completed on: 25 October 2019 Service provided by: Service provider number: The Richmond Fellowship Scotland SP2004006282 Limited Service no: CS2004061357 Inspection report About the service The Richmond Fellowship (TRFS) Glasgow South West and East Housing Support offers a service to people who have a learning disability, mental health problems and physical disabilities living in their own homes. The service aims and objectives are to provide identified support in a number of areas. This could include maintaining a tenancy, daily living skills, personal care and promoting inclusion within the community. The service is provided by three teams based in the Pollok, Priesthill and Kinning Park areas of Glasgow. What people told us People we spoke with were positive about the care and support they received at the service. Comments included: "I enjoy all my supports with staff, when I'm low they go out their way to make me feel better & happier." "I'm very satisfied with the service." "Staff are really good, they are really nice people." "Staff are on time, my timetable of support is sent out to me." Self assessment Although the service was not required to submit a self-assessment for this inspection, we discussed the merits on continuing to work on gathering evidence to support and explain grades and continuous improvement. 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 What the service does well Whilst visiting people in their homes we saw positive, caring and trusting relationships between staff and people receiving support. People felt at ease with staff being in their home because they were warmly greeted and treated with respect. Prior to meeting people in their homes, we sampled their support plans. We found one-page profiles within the files that gave very good information about the person. We were able to use this information to strike conversations with people about their interests and what was important to them, putting people at ease. Inspection report for The Richmond Fellowship Scotland - Glasgow South West & East Housing Support Inspection report Support plans that we sampled were person centred and outcomes focused. We could see that people were fully involved in developing their support plan, one person told us that this plan had recently been updated and was accurate, giving staff the correct information on how to support him. This gave people confidence that staff were fully informed of their needs and wishes and ensured these were followed. We found positive outcomes for people where staff fought hard to ensure the correct authorities were involved in order to protect a person from harm. The person now has the protection from social work and the organisation and is flourishing with the support provided. People can be assured that staff have the right skills and abilities to recognise when someone is at harm and measures are put in place to protect them from risk of harm. People have the right to be involved in improving service delivery and we found positive involvement where people completed questionnaires that were then used to develop the service improvement plan. Giving people confidence that their voices are being heard. We found that people were encouraged to live as a fulfilled life as possible, we read stories from people receiving support of when they went on holiday with staff support and when they visited the Scottish parliament with staff. We found that there were activities arranged for people should they wish to take part such as day trips, ten pin bowling as well as taking part in a three-day workshop to talk and learn about recovery from mental health issues. When having discussions with staff we found them to have good values and a clear focus on improving people's lives. We found staff to be very motivated and enthusiastic, making it easy for people being supported by the service to develop relationships quickly. Staff spoke about people they support with compassion, dignity and respect. People should have confidence in staff because they are trained, competent and skilled, are able to reflect on their practice and follow their professional and organisational codes. We found that staff received regular support and supervision; ensuring staff are competent to meet the needs of people and supporting them to do this. Staff appraisals had taken place and related to the support and supervision paperwork. We saw that a staff training schedule was in place ensuring people are supported by staff who have knowledge on the issues that affect them, ensuring their needs are met. We found that team meetings were scheduled and mostly took place; they took different forms such as team meetings and group supervision meetings. They looked at outcomes for people, development for the team and gave staff the opportunity to problem solve through reflective practice. This gave confidence to people living in the service that staff were competent in their role, providing a very good quality of care and support. What the service could do better When sampling support plans, we found that there were some inconsistences with paperwork. We found that despite the person receiving support having been in the service for four weeks, their support plan had come from their previous accommodation and was therefore out of date. There were inconsistences with times that medication was given out and the risk assessment was also out of date. This could have potentially put the person at risk of harm and cause grievance for staff who were supporting the person due to conflicting information. The service instantly responded to our findings and set about ectifyingr the issues. We appreciated and understood that there were very complex issues that delayed the processes being completed initially, however were satisfied that this was made a priority. Inspection report for The Richmond Fellowship Scotland - Glasgow South West & East Housing Support page 3 of 7 Inspection report Other inconsistencies we found were in relation to paperwork that people receiving support would take to hospital. It was suggested that the service should utilise the one document rather than have different documents. We found that regular team meetings were taking place at one service, however they were inconsistent at another service. We suggested that team meetings should be scheduled for that service and made a priority in order to ensure staff have the forum to discuss ideas and issues, reflect on practice and as a team look at problem solving. This would give staff confidence when dealing with complex issues with the people they support. It would also give people using the service confidence that the staff communicate with each other in order to provide the best care and support. Requirements Number of requirements: 0 Recommendations Number of recommendations: 0 Complaints There have been no complaints upheld since the last inspection. Details of any older upheld complaints are published at www.careinspectorate.com. What the service has done to meet any requirements we made at or since the last inspection Previous requirements There are no outstanding requirements. Inspection report for The Richmond Fellowship Scotland - Glasgow South West & East Housing Support Inspection report What the service has done to meet any recommendations we made at or since the last inspection Previous recommendations There are no outstanding recommendations. Inspection and grading history Date Type Gradings 1 Nov 2018 Unannounced Care and support 5 - Very good Environment Not assessed Staffing Not assessed Management and leadership 5 - Very good 15 Mar 2018 Unannounced Care and support 5 - Very good Environment Not assessed Staffing 5 - Very good Management and leadership Not assessed 12 Dec 2016 Unannounced Care and support 5 - Very good Environment Not assessed Staffing Not assessed Management and leadership 5 - Very good 21 Dec 2015 Unannounced Care and support 4 - Good Environment Not assessed Staffing 5 - Very good Management and leadership 5 - Very good 29 Sep 2014 Unannounced Care and support 5 - Very good Environment Not assessed Staffing 5 - Very good Management and leadership 5 - Very good 22 Nov 2013 Announced (short Care and support 4 - Good notice) Environment Not assessed Staffing 5 - Very good Inspection report for The Richmond Fellowship Scotland - Glasgow South West & East Housing Support page 5 of 7 Inspection report Date Type Gradings Management and leadership 5 - Very good 4 Dec 2012 Announced (short Care and support 4 - Good notice) Environment Not assessed Staffing 5 - Very good Management and leadership 4 - Good 24 Jan 2012 Announced (short Care and support 5 - Very good notice) Environment Not assessed Staffing 5 - Very good Management and leadership Not assessed 11 Jun 2010 Announced Care and support 5 - Very good Environment Not assessed Staffing 5 - Very good Management and leadership Not assessed 13 Jul 2009 Announced Care and support 5 - Very good Environment Not assessed Staffing 5 - Very good Management and leadership 5 - Very good 28 Aug 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 - Glasgow South West & East Housing Support 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.