british red cross support service care at home

British Red CrossSupport Service Care at Home1 Wheatlands MillWheatlands RoadGalashielsTD1 2HQTelephone: 01896 751888

Type of inspection: Announced (Short Notice)

Inspection completed on: 15 April 2015

ContentsPage No

Summary 31 About the service we inspected 52 How we inspected this service 73 The inspection 114 Other information 245 Summary of grades 256 Inspection and grading history 25

Service provided by:The British Red Cross Society, a body incorporated by Royal Charter, known as BritishRed Cross

Service provider number:SP2003000222

Care service number:CS2005091544

If you wish to contact the Care Inspectorate about this inspection report, please callus on 0345 600 9527 or email us at [email protected]

Inspection report continued

British Red Cross, page 2 of 27

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 service has very good and effective methods in place to enable service users,families and other stakeholders to comment on the quality of the service provided. Wefound that they were responsive to any requests or comments made to ensure thequality of the service was maintained.

From written information and by speaking with service users and their families wefound very strong evidence that outcomes had improved for individuals as a result ofthe service provided.

What the service could do betterThe service should ensure that review meetings are clearly documented todemonstrate the discussions held with service users and their families. This shouldalso clearly record that the service continues to reflect needs or where any changes tosupport have been made.

The Manager should continue to take forward plans to implement a formal andconsistent approach to supporting volunteers.

What the service has done since the last inspectionThe service has continued to monitor and evaluate the service to ensure it effectivelymeets service user needs.



ConclusionThe British Red Cross offers a unique range of services and continues to be highlyvalued by service users, families and other stakeholders. There is clear evidence todemonstrate how service user outcomes have improved as a result of the support inplace, often in times of crisis or difficulty in the individual's life.



1 About the service we inspectedThe Care Inspectorate regulates care services in Scotland. Information about all careservices is available on our website at: www.careinspectorate.com

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

British Red Cross are funded through the local authority and health board to provide arange of supportive and preventative services across the Scottish Borders area. Theseservices are time limited and aim to support individuals with low to moderate supportneeds to stay at home for as long as possible. The terms low, moderate, substantialand critical needs are the definitions of need set out by Scottish Government.Substantial and critical need are usually met by the local authority whilst British RedCross support adults with low to moderate need. They do this by:

1. Working with adults in a person centred way to provide information on a widevariety of local services and networks.

2. Providing appropriate short term support (up to 12 weeks) to assist adults toidentify and access local services and networks.

3. Supporting and expediting hospital discharge for adults who no longer needto remain in hospital.

The Service Manager leads the British Red Cross service, which is divided into twoprojects - Neighbourhood Links and Buddies. The Manager is supported by threeNeighbourhood Links Coordinators, who receive all referrals and carry out the initialassessment. From this assessment, they work with the service user to determinewhat they need from the service and the outcomes they wish to achieve.

RecommendationsA recommendation is a statement that sets out actions that a care service providershould take to improve or develop the quality of the service, but where failure to doso would not directly result in enforcement.

Recommendations are based on the National Care Standards, SSSC codes of practiceand recognised good practice. These must also be outcomes-based and if theprovider meets the recommendation this would improve outcomes for peoplereceiving the service.



RequirementsA requirement is a statement which sets out what a care service must do to improveoutcomes for people who use services and must be linked to a breach in the Act, itsregulations, or orders made under the Act, or a condition of registration.Requirements are enforceable in law.

We make requirements where (a) there is evidence of poor outcomes for people usingthe service or (b) there is the potential for poor outcomes which would affect people'shealth, safety or welfare.

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 websitewww.careinspectorate.com or by calling us on 0345 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 inspectionWe wrote this report following an unannounced inspection.

The inspection was carried out by one Care Inspectorate Inspector.

The inspection took place over two days on 10th April and 15th April 2015. We alsogave feedback to the Manager on the final day.

As part of the inspection, we took account of the completed annual return and self-assessment forms that we asked the provider to complete and submit to us.

We sent 60 Care Standards Questionnaires for the service to distribute to serviceusers and their carers. We received 12 returned questionnaires.

We also sent 5 staff questionnaires and all 5 were returned to us.

During this inspection process, we gathered evidence from various sources, includingthe following:

We spoke with:- People who use the service.- Three family members of people who use the service.- The Manager of the service.- Two Co-ordinators.

We looked at:- Welcome and introductory pack and information.- Individual support plans.- Completed quality questionnaires.- About me information.- Individual support plans.- Staff and volunteer training records.- Supervision and appraisal records.



- Minutes of staff meetings.- The service's Annual Report.- The service's web based system for recording information and contact

with individual service users.

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



What the service has done to meet any recommendations we madeat our last inspectionThere were no recommendations outstanding.

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 theprovider. We were satisfied with the way the provider had completed this and with therelevant information included for each heading that we grade services under.

Taking the views of people using the care service into accountWe have incorporated service user's views and comments throughout the body of thisreport. However, we also received feedback from returned questionnaires which wasextremely positive of the service received, for example;

"Thanks to this service being provided it has helped and supported me to get back ontrack to promoting my health and well being. After missing dietician appointments Ino longer got my build up drinks. Thanks to the service provided I had my drinkswithin a week plus an appointment. I have also stopped smoking after support tomake an appointment for Quit for Good. I have also received lots of information aboutmeals and other services and I am extremely grateful for the support of which withoutI might not have my self-esteem and determination to help myself. I have joined agroup to meet other people and get out of the house. I was also given a lot ofinformation on my health condition which was very helpful".

We have included further comments throughout the body of this report.



Taking carers' views into accountFamilies and carers were complimentary of the service received and commentsincluded;

"I don't know what I would have done without it"."......(name) is wonderful"."Excellent, friendly and reliable service"."Absolutely marvellous"."Very good at giving information"."The Co-ordinator who came to visit us was absolutely fantastic. So understandingand fully involved my relative"."I was left a copy of support plan with what was going to happen and I was keptregularly updated".



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 strengthsWe concluded that the service demonstrated very good practice in the areas coveredby the quality statement. There were a range and variety of methods in place toensure that service users and their families could be involved and comment on thequality of the service provided.

There was a detailed and informative welcome pack to ensure that the service userand their family were fully aware of the aims and objectives of the service. After areferral had been made, an initial meeting would take place by a co-ordinator visitingthe service user, their family member or other representative if they wished. At thisvisit the service user was fully encouraged and supported to identify what they wouldlike to achieve and then plan with the Co-ordinator the action to be put in place tomeet these wishes and outcomes.

When the needs and wishes of the service user had been identified, this informationwas clearly recorded within the personal support plan. The service user was alsoinformed how their support would be reviewed and given the opportunity to saywho they would like to be involved in their review, and this was recorded in thesupport plan.

Support plans in place could also be made available in different formats, for examplelarge print.

The service had implemented the "all about me" information to gather importantinformation on each service user's background history, family, interests and hobbiesas some examples. This was initially developed for supporting service users home



from hospital, however the service had recognised the value of the information withinthis and the this influenced the person centred approach to matching a volunteer. Wewere told that the aim is to use this document in other areas of the service.

We found that the service carried out a six week review with service users and theirfamilies mid-way through the service to ensure that the service continued to meetexpectations, meet individual outcomes and any changes that may be needed to thesupport in place.

The service ensured that service users and their families were informed of their rightto make a complaint, compliment or comment about any aspect of the serviceprovided. At the time of the inspection the service had not received any complaints.This process was also available for service users or their families to complete online.

The service's website also provided service users and their families and carers withcomprehensive information of the service provided and contact details.

The service ensured that an evaluation of the service was completed when thesupport came to an end. There was also separate evaluations for the wheelchairservice, transport and home from hospital.

The Manager had collated the responses and we saw that these were verycomplimentary of the service received. They also contained many positive commentswhich included;

"This service has provided me with something I couldn't find in any of the othercharities"."I looked forward to the visits"."I found the phone calls and visits very helpful"."I think the Red Cross offers an excellent service".

The "home from hospital" service evaluations evidenced the high level of satisfactionof this service. We have discussed this further under Quality Statement 1.3, howeverfeedback included:

" The information I was given helped me make an informed choice".".......(staff name) was most reassuring"."I was delighted with the gentlemen who came to the hospital to see me and veryhappy with the Border Care Alarm as I feel much safer".

All contact made with service users and their families was recorded in the service'selectronic system. This evidenced regular and consistent contact with service usersand their families though visits and phone calls. We also noted that as part of thequality assurance systems, frequency of contact with service users was monitored andaudited on a regular basis.



A focus group had taken place last year where service users and their families couldattend and make any comments on the quality of the service provided.

We also saw very good evidence that where any requests were made, for examplechanges to the support, that this was followed up either with a visit, phone call or inletter form.

We concluded that the systems and processes in place were very good to ensure thatservice users and their families were given the opportunity to raise any concerns orcomments in a way that they preferred.

Areas for improvementThere was no written record to support the recent focus day for service users andfamilies. We would ask the service to consider brief minutes of the discussions heldand any actions taken in response to any comments or feedback.

We also found within our sample of support plans the quality of information followinga review varied. It is important that when any outcome is reviewed that this isaccurately recorded to ensure that the service continues to meet the needs andwishes of the service user and their family. We have made a recommendation. (Seerecommendation 1 below)

Grade awarded for this statement: 5 - Very Good

Number of requirements: 0

Number of recommendations: 1

Recommendations

1. The service should ensure that any discussions and outcomes of any reviewmeetings are accurately documented within the support plan.The National care standards, Care at home - Standard 11, Expressing your views.



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

Service strengthsWe found that the service demonstrated very good practice in the areas covered bythis quality statement.

The service continues to be very clear about its purpose which does not includesupport for personal care or healthcare needs. We found however, that the servicegathered information through the support planning process to ensure they are awareof individual health care needs and often associated risks. For example, existingmedical conditions or any special dietary needs.

Where it was identified that support may be needed for personal or healthcare needs,the service could offer information and/or signposting to other agencies who may beable to offer specific support. For example, relevant healthcare professionals includingGP, Occupational Therapists and Social Workers.

We found that the wealth of knowledge and information provided by the service toservice users and their families made a significant difference to their lives. Some ofthe ways in which the service could offer advice or support to individuals included;

- Referrals to other voluntary organisations for example, RNIB or Chest heartand stroke.

- Referral to DWP for benefits check.- Referral for home fire safety check by the fire brigade.- Information regarding the shopping service.- Information and referral to lunch clubs and day centres.- Information on Bordercare alarm and key safes.

The ways in which the service could support a service user was exhaustive and wastailored to the individual's needs, wishes and choices. Service users told us of thedifference the support had made to their overall health and wellbeing. We spoke withone service user who told us that they really enjoyed going to a lunch club which hadbeen arranged by the service. The outcome was that the service user was walking tothe club therefore maintaining physical activity, and also having a healthy, wellbalanced meal. The service user also enjoyed the social interaction with other people,with whom they had known as part of the local community.

The service also provided invaluable information to families who were the main carerfor the service user. The service could make a referral to the Princes Carer's SupportGroup within their local area and also make a referral for a carer's assessment. We



spoke with a relative who told us their family member had previously received supportfrom a "buddy" and this enabled them to go out and about or reminisce about the oldtimes. Given a deterioration in their relative's health, the relative told us of thesupport received by the service, including a referral for an assessment. Commentsincluded; "I don't know what I would have done without .......(staff name). "I havewaited so long and now an assessment is arranged. They are absolutely marvellous".

We received feedback from further relatives who were also complimentary of theservice received. One relative told us that with support from the service, their relativehad been able to visit a day centre for veterans with visual impairment. This was sosuccessful that the service user was requesting support with transport to enable themto return again.

The success of the "home from hospital" service was evident in written evaluationsand feedback from service users, families and other stakeholders. This serviceprovided support to patients and their carers in the immediate post discharge periodby providing support for up to six weeks. The aim of the service is to provide asmooth transition for patients from hospital. The service worked with the dischargeteam within the hospital where the Co-ordinator would discuss and agree withinvolvement with the service user and their family, what support would be best, if any,for them to leave hospital. The support offered to prevent individuals staying inhospital for longer than they needed could be, shopping, collecting prescriptions,signposting to other agencies, obtaining mobility equipment and welcome home foodpacks.

From an evaluation of the service provided, we found that there had been asignificant reduction in re-admissions and social work referrals. For example, over aseven week period there was one referral to social work, where previously this hadaveraged two referrals per week. We also found that only one patient had been re-admitted out of thirty two discharged during the same period.

The "buddy" support could provide a service user with a volunteer for a temporaryperiod of up to twelve weeks. We saw very good examples where this had positiveoutcomes for service users in relation to their health and well-being. For example,where individuals were recovering from a physical injury, they could be supported togo for walks to reduce social isolation and build their confidence back up. We alsosaw another example where the individual had identified that they wished to improvetheir mood and well-being and it was arranged for a volunteer to visit once a week to"keep them motivated and to think positive".

A pilot was also underway by the NHS within the Galashiels and Coldstream areas forindividuals with Long Term Conditions. The initial referral was made by the practicenurse and the Co-ordinator would visit the service user to undertake an assessment.Service users could be supported and given information to understand and managetheir condition with the aim to reduce the frequency of health care appointments.



Feedback from healthcare professionals, staff and service users indicated that thiswas proving very successful in meeting identified outcomes for people.

Feedback from service users indicated the positive impact the service had madewithin their lives and overall health and well-being. Comments included;

"The fact that it enabled me to regain my self-confidence"."The service has helped me get out and about"."A buddy to walk with was a great help"."Thank you very much for the comfort your visit brought".

Areas for improvementWe have made a recommendation under Quality Statement 1.1 that the serviceensures that any review of the support is accurately recorded within the support plan.This will ensure that the is clear documentation to demonstrate that the service isprogressing or has achieved identified outcomes.

During the initial visit, in consultation with the service user, an outcomes assessmentwas undertaken. This identified the experience and feelings of the individual prior tosupport being put in place. At the end of the service this was re-assessed whichprovided measurable evidence that the service had improved the outcomes for serviceusers. This information was also part of the quality assurance systems and enteredinto the electronic system for analysis. We noted however, these were not alwayscompleted at the end of a service, therefore improvement in outcomes was notalways able to be evaluated. The service should ensure that all outcomes assessmentsare completed, and evaluated.






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 strengthsThe comments we have made under Quality Statement 1.1 are also relevant to thisstatement.

We have given this statement the same grade of 5, Very Good, as Quality Statement1.1.

Areas for improvement

The areas for improvement detailed under Quality Statement 1.1 are also relevant tothis statement.






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

Service strengthsWe found that the service was demonstrating very good practice in the areas coveredby this quality statement.

Service users and families and carers were complimentary of the support andinteraction from each Co-ordinator and expressed satisfaction with the regularcontact and support available by them.

We were told by staff and saw from documentation that staff received individual oneto one supervision meetings with the Manager. They expressed satisfaction with thesupport they received and within their job role. We saw that supervision wasstructured and planned for the year ahead. Regular supervision provides a goodopportunity for staff to raise any training or development needs and raise anyconcerns.

Each staff member had an annual appraisal and we saw from records that they hadreceived positive feedback on how they did their jobs and any area where they hadperformed particularly well.

Monthly staff meetings enabled the full staff team to get together and discuss anyissues or concerns. From minutes of meetings we could see a range of discussion inrelation to practice issues and that any local changes were discussed.

We observed staff to be motivated, committed and competent within their roles, andmorale within the team was seen to be very good. Staff had developed a range ofknowledge and skills through the service's training programme and also by beingproactive in their own continual professional development. For example, accessingknowledge, information and resources to support the Long Term Conditionsprogramme.

There are stringent processes in place to ensure that volunteers can safely work withservice users. This includes a full induction process and on-going training. We lookedat training records for volunteers and found that a range of training had beenundertaken to ensure they had the core skills and knowledge to safely andconsistently support service users such as; Adult Support and Protection, ChildProtection, Health and Safety, Diversity and Equality, communication andconfidentiality as some examples.



Comments made by service users and families during the inspection and alsoincluded in the questionnaires returned to us, included;

"You have a very good team of carers, in fact they are excellent with the care theygive my relative. They are very supportive and we could not do without them. Theyhelp me not to feel so low because of my relative's illness. We appreciate very muchthe help and support they give us and they all deserve a medal".".........(staff name) came to visit me to give me and was very supportive and helpful"."Don't know what I would have done without .......(staff name)"."They are wonderful!"

Areas for improvementAlthough we noted that the annual appraisal was detailed and there was goodinformation of feedback from the Manager, we would consider it good practice for theservice to also obtain feedback prior to the appraisal from others, such as serviceusers, families, other colleagues, and stakeholders. This is referred to as 360 degreefeedback and although the appraisal template supported this, the process was notactively being carried out. We will follow this up at the next inspection.

The Manager also told us that there were plans for volunteers to attend regular oneto one supervision. Given the often isolated nature of their role and geographicalarea, we would consider this good practice to ensure they could raise any concerns ordevelopment needs.

We looked at training records for staff and volunteers. The electronic system made itdifficult to see training records in date order and did not distinguish between anactual training course and e-learning. There were also no expiry dates therefore wecould not see if, and when any training would need updated. It was also not evidentthe core, mandatory training the staff, or volunteers were expected to have as part oftheir role.

We were also told that diabetes training had been requested by volunteers and thishad been carried out, however this training was not recorded. The service providerhad a training department, however at a local service level, there was limited evidenceof monitoring training records to ensure that staff and volunteers had the appropriateskills to competently carry out their role.

In summary, there was no training plan in place to record identified training needs/requests, training planned, training attended and if this was due to be updated. Wehave made a recommendation.(See recommendation 1 below).






Recommendations

1. The service should develop a training matrix that is clearly influenced by, and linksinto staff/volunteer supervision and training needs. This must include informationof training needs identified, requested, planned, attended and due for renewal.National care standards, Care at Home - Standard 4 Management and staffing.



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 strengthsThe comments we have made under Quality Statement 1.1 are also relevant to thisstatement.

We have given this statement the same grade of 5, Very Good, as Quality Statement1.1.

Areas for improvementThe areas for improvement detailed under Quality Statement 1.1 are also relevant tothis statement.






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 demonstrated very good practice in the areas covered bythis quality statement. There were various systems and processes in place to ensurethat the quality of the service could be regularly evaluated and monitored.

We have discussed the methods in place for service users and their families/carers tobe involved in the service earlier in this report. This Quality Statement shouldtherefore be read in conjunction with comments made under Quality Statement 1.1.

The "home from hospital" service had been fully evaluated and this clearlydemonstrated the success of this service and the positive impact on outcomes forindividuals. As part of this evaluation process, feedback had been sought fromhealthcare professionals within the hospital and we found comments to be verypositive;

"Offers continuity from hospital to home. A previously under-utilised service. Dovetailswith statutory services"."Beneficial to patients in that they can ascertain if they perhaps would benefit from abuddy system"."Able to get patients home quicker and they do not become failed discharge. Supportfor relative also".Co-ordinators also attended regular meetings with the discharge team to ensureeffective, collaborative working.

Where any evaluation had been undertaken, for example questionnaires, this was fedback to service users, families and other stakeholders though the service's annualreport.

A referrers evaluation was also undertaken with the analysis available in the annualreport.

Specific individual case studies were also included within the report to give serviceusers, families and other stakeholders real examples of how the service can improveoutcomes for people.

Systems and processes were in place to record accidents and incidents although atthe time of inspection there had been no accidents or incidents.



Participation and regular contact with each service user and their family, throughoutthe service was at the forefront of service delivery. Each contact was accuratelyrecorded within the web based system to enable a clear, auditable trail of discussionsheld, further action taken and the outcome. The Manager maintained monitoring andoverview of contacts as part of the quality assurance process.

Opportunities were in place to enable the volunteers to be actively involved incontributing to the future direction of the service and give their feedback. Forexample an open day was held to enable involvement and for volunteers to completeany training needed.

The Manager met regularly with commissioners to provide them with serviceevaluation information. This demonstrated that the quality of the serviceprovided was meeting the outcomes for both the service user and the commissioningservice.

We received positive feedback and comments on the overall quality of the serviceprovided which included:

"I think the Red Cross offers an excellent service"."Absolutely marvellous"."Cannot fault the service at all - they listen and are helpful".

Areas for improvementWe have discussed staff training needs under Quality Statement 3.3. We would askthe service to consider a more structured and consistent approach to staff/volunteertraining being incorporated within the quality assurance systems. This will ensurethat there is oversight and monitoring within this area. We will follow this up at thenext inspection.






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 InformationThe service gave us an appropriate action plan.

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 the Care Inspectorate re-grading a Quality Statement within the Qualityof Management and Leadership Theme (or for childminders, Quality of StaffingTheme) as unsatisfactory (1). This will result in the Quality Theme being re-graded asunsatisfactory (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

30 May 2014 Unannounced Care and support 5 - Very GoodStaffing 5 - Very GoodManagement and Leadership 5 - Very Good

5 Mar 2013 Unannounced Care and support 5 - Very GoodStaffing 5 - Very GoodManagement and Leadership 5 - Very Good

25 Jan 2011 Announced Care and support 5 - Very GoodStaffing Not AssessedManagement and Leadership 4 - Good

13 Jan 2010 Announced Care and support 5 - Very GoodStaffing 4 - GoodManagement and Leadership Not Assessed

27 Oct 2008 Announced Care and support 4 - GoodStaffing 4 - Good



Management and Leadership 4 - Good

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 0345 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 0345 600 9527.

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

Telephone: 0345 600 9527Email: [email protected]: www.careinspectorate.com



british red cross support service care at home

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