blackwood support services charleston housing support service

Blackwood Support Services CharlestonHousing Support ServiceManager's Office23 Craigmount RoadDundeeDD2 4PWTelephone: 01382

Inspected by: Shona Adam

Type of inspection: Announced (Short Notice)

Inspection completed on: 12 March 2013

ContentsPage No

Summary 31 About the service we inspected 52 How we inspected this service 73 The inspection 114 Other information 215 Summary of grades 226 Inspection and grading history 22

Service provided by:Margaret Blackwood Housing Association Ltd Trading as Blackwood Care

Service provider number:SP2003000176

Care service number:CS2004077164

Contact details for the inspector who inspected this service:Shona AdamTelephone 01382 207200Email [email protected]

Inspection report continued

Blackwood Support Services Charleston, page 2 of 23

SummaryThis report and grades represent our assessment of the quality of the areas ofperformance which were examined during this inspection.

Grades for this care service may change after this inspection following otherregulatory activity. For example, if we have to take enforcement action to make theservice improve, or if we investigate and agree with a complaint someone makesabout 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 5 Very Good

What the service does wellThe staff in Blackwood Support Services, Charleston, offer a very person centred levelof support to tenants who use the service.

What the service could do betterThe service has recently purchased and commissioned a new computerised caresystem software that will assist with the compiling, monitoring and storage ofconfidential information. Staff were in the process of using the system to create asupportive person centred support plan, risk assessment and recording and reportingprocess.

What the service has done since the last inspectionSince the last inspection the service has actively encouraged tenant feedback. It hasalso developed staff understanding of tenants rights and the need to

ConclusionBlackwood Support Services, Charleston has maintained and improved upon the levelof performance identified at the last inspection. The management of the service,support plans, tenant participation, staff practice and staff training were all found tobe significant strengths within the service.



Who did this inspectionShona Adam



1 About the service we inspectedThe Care Inspectorate regulates care services in Scotland. Prior to 1 April2011, thisfunction was carried out by the Care Commission. Information in relation to all careservices is available on our website at www.scswis.com.

This service was previously registered with the Care Commission and transferred itsregistration to the Care Inspectorate on 1 April 2011.Requirements and recommendations

If we are concerned about some aspect of a service, or think it needs to do more toimprove, we may make a recommendation or requirement.

- A recommendation is a statement that sets out actions the care service providershould take to improve or develop the quality of the service based on best practice orthe National Care Standards.

- A requirement is a statement which sets out what is required of a care service tocomply with the Public Services Reform (Scotland) Act 2010 ("the Act") and secondarylegislation made under the Act, or a condition of registration. Where there arebreaches of Regulations, Orders or conditions, a requirement may be made.Requirements are legally enforceable at the discretion of the Care Inspectorate."

Blackwood Support Services, Charleston provides a combined Housing Support andCare at Home service to people who have a wide range of needs living in thecommunity. The service is available to adults of various ages living in Dundee andAngus.

The service is provided through floating support within peoples own homes, includingsheltered housing developments.

Based on the findings of this inspection this service has been awarded the followinggrades:

Quality of Care and Support - Grade 5 - Very GoodQuality of Staffing - Grade 5 - Very GoodQuality of Management and Leadership - Grade 5 - Very Good

This report and grades represent our assessment of the quality of the areas ofperformance which were examined during this inspection.

Grades for this care service may change following other regulatory activity. You canfind 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 ouroffices.



2 How we inspected this service

The level of inspection we carried outIn this service we carried out a low intensity inspection. We carry out theseinspections when we are satisfied that services are working hard to provideconsistently high standards of care.

What we did during the inspectionThis report was written following an short notice announced inspection that tookplace between the 20th February and the 12 March 2013 by Inspector Shona Adam.

In this inspection evidence was gathered from various sources, including the relevantsections of policies, procedures, records and other documents, including;

• evidence from the service's most recent self assessment• personal plans of people who use the service• training records• health and safety records• accident and incident records• complaints records• Public Liability Insurance Certificate• Certificate of registration• Schedule of staffing• questionnaires that had been requested, filled in and returned to the care

service from people who use the service, their relatives or advocates and staffmembers

• discussions with various people, including:- the manager- care staff- the people who use the service

• observing how staff work

Grading the service against quality themes and statementsWe 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'. Undereach quality theme are 'quality statements' which describe what a service should bedoing well for that theme. We grade how the service performs against the qualitythemes 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 ourinspections. These are extra checks we make on top of all the normal ones we makeduring inspection. We do this to gather information about the quality of these aspectsof care on a national basis. Where we have examined an inspection focus area we willclearly identify it under the relevant quality statement.

Fire safety issuesWe do not regulate fire safety. Local fire and rescue services are responsible forchecking services. However, where significant fire safety issues become apparent, wewill alert the relevant fire and rescue services so they may consider what action totake. You can find out more about care services' responsibilities for fire safety atwww.firelawscotland.org



The annual returnEvery year all care services must complete an 'annual return' form to make sure theinformation we hold is up to date. We also use annual returns to decide how we willinspect the service.Annual Return Received: Yes - Electronic

Comments on Self AssessmentEvery year all care services must complete a 'self assessment' form telling us howtheir service is performing. We check to make sure this assessment is accurate.The Care Inspectorate received a fully completed self assessment document from theservice provider. We were satisfied with the way the service provider had completedthis and with the relevant information they had given us for each of headings that wegrade them under.

The service provider identified what they thought they did well, some areas fordevelopment and any changes they had planned. The service provider told us how thepeople who used the care service had taken part in the self assessment process.

Taking the views of people using the care service into accountWe received a total of 11 questionnaires that had been completed by people who usethe service. All responses indicated a high level of satisfaction with the quality of theservice. The following comments were provided within the questionnaires;

'We feel that we don't always get our 6 monthly reviews and that confidentiality canbe a problem'.

'I am very happy with the service I get from Blackwood care and support'.

'I was one of the first people in Angus to have this service, and have seen it changemany times. Sometimes these changes have been good others not so good on apersonal basis.I am very happy with the overall service and have full trust and confidence with my 2support workers. I find even small changes challenging so usually where possible Ihave the same 2 support workers, they know me and my family and how tings workwithin home'.



'I am very happy with the service I get'.

'I have no comments about the service as they take care of my needs'.

'I am quite happy with the service'.

'The support service is very good and completely suits my needs'.

Taking carers' views into accountWe did not have contact with any carers who used the service. Contact was madewith people who used the service.



3 The inspectionWe looked at how the service performs against the following quality themes andstatements. Here are the details of what we found.

Quality Theme 1: Quality of Care and SupportGrade awarded for this theme: 5 - Very Good

Statement 1We ensure that service users and carers participate in assessing and improving thequality of the care and support provided by the service.

Service strengthsThere was routine involvement of tenants and carers in service development andevaluation. The service used a variety of methods to promote this. They hadresponded to people's views and this had resulted in improvement to the quality ofthe service provided.

We found that the service was committed to making sure that all tenants and carerswere involved and included in all aspects of support provision. We know this becausewe saw that the service not only had a participation strategy in place but that everyeffort was made to involve people wherever possible.

We saw that there was a very strong ethos of involving people. An annual tenantconference and a regular news letter called 'The Messenger' highlighted thecommitment by the service.

The organisation had involved tenants in the making of a DVD called 'Backing yourlife choices', where tenants were viewed talking openly and frankly about how theirlives have improved since moving to Blackwood and receiving support services. Wethought that this was very innovative. Use had also been made of the CareInspectorate DVD called 'reshaping care and support planning for outcome' as afurther learning resource for staff and tenants.

We saw that the service used a very person centred approach to providingsupport. The support plans that we inspected contained a very good level of detailthat highlighted a partnership approach to the planning and implementation ofsupport arrangements. We thought that this was very good practice.



Social events had been organised as a means of involving tenants to become moreinvolved in all aspects of service delivery.

The service involved tenants in the selection and recruitment of new employees asinterview panel members. Feedback from tenants also assisted the manager in theappraisal and supervision of staff.

Support reviews were used as an opportunity for tenants to also have their say. Weknow this because we found a significant amount of detail in tenants support plans.

A service review conducted by an independent care manager highlighted thefollowing;

'overall tenants and family have a high level of satisfaction with the support andservice given to Charleston tenants. Individual appreciated the friendliness andapproachability of staff'.

Areas for improvementThe manager identified the following areas for improvement in the completed selfassessment;

'Staff are in the process of using system to create a supportive person centredsupport plan, risk assessment and recording/reporting processes'.

Grade awarded for this statement: 5 - Very Good

Number of requirements: 0

Number of recommendations: 0



Statement 3We ensure that service users' health and wellbeing needs are met.

Service strengthsWe found that the service's performance reached a very good standard and had majorstrengths. These strengths had a positive impact on people using the service.

Upon commencement of the service, each person was issued with a copy of theappropriate National Care Standards and also Scottish Social Services Councilinformation. This meant that tenants were well informed about what to expect fromthe service.

We looked at a sample of six personal support plans and found that these highlighteda very good level of performance.

Each plan contained the following information;Copy of the tenants rights and responsibilities statement.Aims and objectives of the supportBiographical informationThe above information provided a very good basis upon which the support plan wasdeveloped along with the tenant.

More detailed information was seen to be recorded within each plan. A documentcalled 'learning about you' was used as a tool to assess and gather information. Thefollowing was found to be in place;- When I need assistance and by whom- What support I need- signed agreement- Risk assessment in place- Form for gender preference, signed by service user.

We found that a very good level of information was written in the plan which clearlystated the support that was required and by whom. Each tenants 'dreams andwishes' had also been captured within the plan.

Reviews were carried out every 6 months or more frequently if there was a needidentified. We saw that the service had developed a very good information documentwhich explained the purpose of a review. We were very impressed with the how thisdocument was used. The following explanations were provided in response to thequestion, 'what is the purpose of a review'.To ascertain if the service is meeting your needsIdentify any gapsAssess if adequate hoursReview support plan - risk assessment



Gain feedbackAnswer questions about serviceDiscuss difficulties

Good links were in place between the service and other agencies such as CareManagers, social work department, Occupational therapy, and physiotherapists. Thismeant that the staff teams knew who to contact in the event of needing support oradvice. Support was also provided to assist service users attend GP appointments orclinics.

It was very clear that the service was very responsive to the needs of the people thatthey supported. One comment made during a review highlighted the very goodperformance that we identified;

'since he has moved in to Margaret Blackwood Housing Association he has madegreat progress'

Areas for improvementThe service identified the following areas for development within the completed selfassessment;

'We will continue with training staff and build on the training that staff have received.Especially in relation to specific disabilities such as visual and hearing impairment '.

'New outcome review document'.

'On going development of development and assessment tools and action planning'.






Quality Theme 3: Quality of StaffingGrade awarded for this theme: 5 - Very Good

Statement 1We ensure that service users and carers participate in assessing and improving thequality of staffing in the service.

Service strengthsPlease see Quality Theme 1, statement 1 for further information in relation to thisstatement.

Areas for improvementPlease see Quality Theme 1, statement 1 for further information in relation to thisstatement.






Statement 3We have a professional, trained and motivated workforce which operates to NationalCare Standards, legislation and best practice.

Service strengthsWe found that the service had a very good level of performance in relation to thisstatement.

A wide range of comprehensive policies and procedures were in place that providedstaff with the guidance to carry out their roles and responsibilities.

We found that the service was very committed to the ongoing training anddevelopment of its staff. Training was seen to be continuous and took many differentforms both informally and formally. This was a significant strength within the service.

A rolling programme of SVQ's was in place for staff. This ensured that the service wason target for staff to be registered with the Scottish Social Services Council. Severalmembers of staff have also undertaken a PDA in supervision. This had provided staffwith a pathway to further development and potential career progression.

Staff meetings took place on a regular basis. We saw that the staff team was veryflexible about when they met, with meetings taking place on a Saturday morning.

Each member of staff had a training file which the service kept up to date. Themanager was hopeful that the service would be moving to a new IT system that keptall staff information on a database. We were given a demonstration of the system andwere very impressed with what we saw.

Formal processes were in place for staff supervision and appraisal. We saw thatfeedback gathered throughout the year regarding staff performance was taken intoaccount. We thought that this was good practice.

The service was responsive to meeting the training needs of staff as the needsof tenants also changed. Infection control, manual handling and food hygienewere topics where training had been provided in. Practice skills and competencybased workbooks formed part of the learning materials that were used by staff.

We had the opportunity to observe staff practice during the visit to the office. We sawa member of staff speaking with a tenant who had dropped into the office. We wereimpressed with the listening and communication skills that were used. The staffmember was heard to be very respectful towards the tenant and displayed empathywhen communicating.



We saw that the managers carried out regular spot checks on staff which ensuredthey were at work on time. Visits were also arranged with tenants which allowedfor the observation and assessment of staff practices to take place.

11 Questionnaires were completed and returned by staff, all confirmed that they hadtheir training needs met by the organisation. Comments provided included thefollowing;

'Happy with the company and believe the service provided is very good'.

'All training needs have been met'.

'All training needs are met'.

Areas for improvementThe service should continue to monitor, assess and evaluate the very good practiceidentified in this statement.






Quality Theme 4: Quality of Management and LeadershipGrade awarded for this theme: 5 - Very Good

Statement 1We ensure that service users and carers participate in assessing and improving thequality of the management and leadership of the service.

Service strengthsPlease see Quality Theme 1, statement 1 for further information in relation to thisstatement.

Areas for improvementPlease see Quality Theme 1, statement 1 for further information in relation to thisstatement.






Statement 4We use quality assurance systems and processes which involve service users, carers,staff and stakeholders to assess the quality of service we provide

Service strengthsWe found that the service had very good systems of quality assurance processes andsystems in place. We saw that various methods were used to gauge feedback fromtenants, staff and stakeholders. These included the following;

• questionnaires• informal meetings• formal meetings• visits to local services where tenants have shared their opinions with

management.

We were impressed to see the wide variety of methods used to seek feedback.

A number of both internal and external audits were carried out regularly to make surethat any issues were addressed. We were also impressed to see that there had beenno complaints logged about the service. Any concerns that had been raised were seento be about issues that were outwith the remit of the service.

Tenants were provided with an information leaflet titled compliments, comments andcomplaints. This was seen to be used as a monitoring tool by the service as theystrived to make continual improvements. A new IT system that recorded allcomplaints was in the process of being implemented.

The service had used a Care Manager from Dundee to carry out a service review ofservice users in the local area. We thought that it was good practice that the servicehad used someone external to the organisation to carry out this task. We saw that thefeedback provided during the review was very positive. It was identified that theservice provided the following;

• A high level of satisfaction was expressed by service users• Staff were friendly and approachable• The service offered flexibility• It was proportionate to needs• 90% of service users were happy to stay in Charleston• There was a new sense of community cohesion



Management was very visible within the organisation. We saw that senior managershad carried out visits at weekends to introduce themselves and to meet staff andservice users. We thought that this was a strength within the service.

The service was in the process of rolling out a new IT package called 'Caresyst'. Themanager provided us with a significant amount of information about the system andhow it would benefit tenants. We were very reassured to hear that the serviceplanned to ensure that all staff were trained in its use before the system went 'live'.

We saw that the service demonstrated a high level of commitment to continuousimprovement.

Areas for improvementThe manager identified the following area of improvement in the completed selfassessment;

'Staff are in the process of using system to create a supportive person centredsupport plan, risk assessment and recording/reporting processes'.






4 Other information

ComplaintsNo complaints have been upheld, or partially upheld, since the last inspection.

EnforcementsWe have taken no enforcement action against this care service since the lastinspection.

Additional InformationN/A

Action PlanFailure to submit an appropriate action plan within the required timescale, includingany agreed extension, where requirements and recommendations have been made,will result in SCSWIS re-grading the Quality Statement within the Management andLeadership Theme as unsatisfactory (1). This will result in the Quality Theme forManagement and Leadership being re-graded as Unsatisfactory (1).



5 Summary of grades

Quality of Care and Support - 5 - Very Good

Statement 1 5 - Very Good


Quality of Staffing - 5 - Very Good



Quality of Management and Leadership - 5 - Very Good



6 Inspection and grading history

Date Type Gradings

7 May 2010 Announced Care and support 4 - GoodStaffing 4 - GoodManagement and Leadership 4 - Good

2 Jul 2009 Announced Care and support 3 - AdequateStaffing 3 - AdequateManagement and Leadership 3 - Adequate

All inspections and grades before 1 April 2011 are those reported by the formerregulator of care services, the Care Commission.



To find out more about our inspections and inspection reportsRead our leaflet 'How we inspect'. You can download it from our website or ask us tosend you a copy by telephoning us on 0845 600 9527.

This inspection report is published by the Care Inspectorate. You can get more copiesof this report and others by downloading it from our website:www.careinspectorate.com or by telephoning 0845 600 9527.

Translations and alternative formatsThis inspection report is available in other languages and formats on request.

Telephone: 0845 600 9527Email: [email protected]: www.careinspectorate.com



blackwood support services charleston housing support service

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