Maxwell Drive Housing Support Service

Transcription

1 Maxwell Drive Housing Support Service 35 Maxwell Drive Pollokshields Glasgow G41 5DT Telephone: Type of inspection: Unannounced Inspection completed on: 16 December 2016 Service provided by: Simon Community Scotland Service provider number: SP Care service number: CS

2 About the service The Maxwell Drive service is operated by the Simon Community Scotland. The service is registered with the Care Inspectorate to provide a combined housing support and care at home service. Situated within a large sandstone villa in a residential area in the Southside of Glasgow the service provides support to women who are at risk of becoming homeless and have complex needs. Accommodation comprises en suite bedrooms with shared communal facilities. In addition there is one self-contained flat attached to the property. Staff work in a person centred way to support women staying at the service to develop the skills and resources to sustain positive outcomes. The service has capacity to support eight service users. At the time of this inspection there were seven women being supported by the service. What people told us Prior to this inspection we sent eight care standard questionnaires to the manager to distribute to people using the service. We received five completed questionnaires, respondents indicated that they were satisfied or very satisfied with the service being provided and made the following comments: "The project has helped me immensely, since coming in and staff have been supportive all the time" "All in all I strongly believe in the staff" "I always get support to appointments" "I have been in other homeless units and by far Maxwell Drive has been the best" "The manager always makes sure that there are enough staff on to take me to my appointments" During the inspection we also spoke with four women being supported by the service and one relative. Overall feedback indicated that the service was being provided by a caring team of staff who were able to develop productive working relationships that helped to effect change. Self assessment The Care Inspectorate did not receive a completed self assessment document from the service prior to or during this inspection visit. The registered manager advised that they had not received notification from the Care Inspectorate to submit the self assessment. We discussed the benefits of having a live self assessment document. Such an approach could have enabled the manager to provide us with information about what the service does well and areas for improvement at the time of this inspection visit. From this inspection we graded this service as: Quality of care and support Quality of staffing Quality of management and leadership 5 - Very Good not assessed 5 - Very Good page 2 of 5

3 What the service does well The Maxwell Drive service continued to provide a very good level of support to women who were at risk of becoming homeless and had associated complex health and wellbeing needs. The interactions that we observed between staff and women at the service were respectful and we found that staff were conversant with the needs of people being supported. Key to the positive working relationships were the well-developed interpersonal skills of the staff. Women we spoke with told us that staff were approachable and that they felt comfortable confiding in them. Staff skill and knowledge was further underpinned by access to a range of relevant training and development opportunities and staff demonstrated self directed learning. We saw that people being supported could comment on their support arrangements in a number of ways including through support planning, keyworking and review meetings. Support plans we looked at were person centred and had a focus on outcomes and weekly one to one keyworker meetings helped to inform the review process. We noted that some of the positive outcomes for people at the service included that some had moved on to alternative accommodation including to their own tenancy and others had reduced their consumption of alcohol and other harmful substances. Staff encouraged the residents to be engaged in their local communities and maintain links with friends and family members. We saw that staff worked with a range of stakeholders in health and social care to contribute to positive change. For instance, during our inspection visit we met with a staff member from a service that seeks to promote safety strategies for women. A monthly clinic held at the service by this provider afforded an opportunity for women to discuss their concerns in that regard. Women had also been able to access selfdefence instruction from another partner agency, and there been an input from an agency helping women to look at violence within relationships. We saw good evidence of health promotion and with the support from partners in health, information sessions had been hosted at the service. This included information on blood borne viruses and breast cancer awareness. From the services own evaluation it was noted that women had found these sessions to be informative. There were a number of ways that women were able to be involved and express their views of the service and we noted that involvement effected change. Women who we spoke with indicated that the manager valued their views and they said that they felt listened to. Staff were afforded opportunities to take lead roles in particular areas both within the service and as part of the wider organisation, this contributed to the promotion of leadership values, staff ownership and accountability. Since our previous visit we saw that there had been continuous development of quality management and quality assurance processes. A service improvement plan for example had been the product of a staff development day. Peer audits, we heard, were planned to take place in the near future and will further enhance quality management processes. Team meetings and supervision were taking place regularly and provided forums for staff reflection and staff indicated that they felt valued. What the service could do better Information within the visitors policy needed to be updated to reflect current practices at the service. The manager acknowledged this and advised that they had planned to revisit a number of local policies. page 3 of 5

4 A training needs analysis had identified some areas of learning and development that could enhance staff skills. A staff training plan might also consider self harm, suicide prevention and sexual health training. When we looked at risk assessments we found that some identified risks could have been further explored and risk management plans could, in some instances have been more detailed. The provider should demonstrate that risk assessments and corresponding management plans have been developed in collaboration with service users. Robust auditing should also ensure that service users have signed all relevant paperwork to demonstrate their involvement. We looked at accidents and incident records and noted some that the Care Inspectorate should have been notified about. We discussed this with the registered manager at feedback. We signposted the provider to the Scottish Recovery Consortium (SRC), a recovery-orientated charity. 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 Inspection and grading history Date Type Gradings 21 Jan 2016 Unannounced Care and support 5 - Very good Environment Not assessed Staffing 5 - Very good Management and leadership 5 - Very good page 4 of 5

5 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. Please get in touch with us if you would like more information or have any concerns about a care service. You can also read more about our work online at Contact us Care Inspectorate Compass House 11 Riverside Drive Dundee DD1 4NY enquiries@careinspectorate.com Find us on Facebook Other languages and formats This report is available in other languages and formats on request. Tha am foillseachadh seo ri fhaighinn ann an cruthannan is cànain eile ma nithear iarrtas. page 5 of 5