The Richmond Fellowship Scotland - Renfrewshire and Inverclyde Housing Support Service

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1 The Richmond Fellowship Scotland - Renfrewshire and Inverclyde Housing Support Service Suite 3001 Mile End Mill Abbeymill Business Centre 12 Seedhill Road Paisley PA1 1JS Telephone: Type of inspection: Unannounced Inspection completed on: 28 August 2017 Service provided by: The Richmond Fellowship Scotland Limited Service provider number: SP Care service number: CS

2 About the service The Richmond Fellowship Scotland Renfrewshire and Inverclyde service is registered with the Care Inspectorate to provide a combined housing support and care at home service. The service supports people who have learning disabilities, mental health problems and problems associated with homelessness. Supported individuals may have a variety of complex needs and present with stressed and distressed behaviours. Packages of support range from a couple of hours each week to twenty four hours support. At the time of this inspection the service was supporting 157 individuals across nine services in Greenock, Johnstone, Paisley and Erskine. The service aims 'To promote inclusion and maximise individual potential. The service believes that everyone is unique. Through our work we give the people we support the opportunity to express their unique strengths, qualities talents and abilities'. What people told us During this inspection we met with some of the people being supported at the Blackford, Paisley, Johnstone and Greenock services. We also spoke with a number of relatives. In additions we received feedback in questionnaires from people being supported by the service or their relatives. Overall people expressed high levels of satisfaction with the service provided and staff delivering support, comments included: "With the care and respect that I receive from the Richmond Fellowship from day one and into the future I have a different outlook on life where I find happiness and contentment" "I am happy with the service my relative is receiving." "Richmond Fellowship are very proactive in their approach to improve the quality of life for my relative. They are always trying new things with him in an attempt to help him make choices for himself." "My support is brilliant, staff give me brilliant support." "Good overall, very happy with everyone." "Richmond Fellowship are the best team to ever support me." "Relative seems to be content therefore I am happy." "Relative has just returned from a successful holiday with support from TRFS staff who know her well." "I am more than happy with the support provided to my relative." "Fantastic service, so proud of William street." One person commented: "I am not happy about having too many different support staff supporting me as I do not know some of them." page 2 of 6

3 Whist we were unable to explore the latter comment further with the writer we did discuss the management of staff changes with the registered manager at feedback. Self assessment We did not ask the provider to submit a self assessment document prior to this inspection. From this inspection we graded this service as: Quality of care and support Quality of staffing Quality of management and leadership not assessed 5 - Very Good What the service does well Staff at all levels in each of the services we visited eagerly told us about the ways in which their service was helping to improve people's lives. People being supported and their relatives also provided us with testimonies of potential that was being realised and lives that had been turned around. The positive impact of the service was also having a positive effect on the lives of those around them. We heard of creative projects that aimed to enable people to try new experiences, helped to promote inclusion and address social isolation. These were provided beyond what the services were commissioned to deliver and added value. One such initiative in a homeless service had helped bring people together and this meant that supportive networks and friendships had developed as a result. During this visit we saw people using the newly installed sensory room at the office in Paisley. This had been made possible through a successful bid from the organisations participation fund and was another example of continuous service improvements. Another initiative, driven by this service, aimed to raise awareness of autism spectrum disorders with retailers. The objective is to improve the shopping experience for people with autism and we look forward to hearing about the difference this has made to people's lives. There was good evidence that this provider invests in its workforce. This ensured that staff had the right training, skills and values to help them perform with confidence in their role. Feedback about staff from people being supported and their relatives was positive. The service had evolved many very good quality management systems and processes. These contributed to good governance and ensured that staff were accountable and people were protected from harm. There were good opportunities for participation and we saw that people could give comment about the service they receive in a number of ways. People using the service could also be involved in the development of the services annual plan. This meant that they were able to influence the direction of travel of the service. page 3 of 6

4 What the service could do better We suggested learning and development that would compliment the existing skills of staff in one of the services we visited. We sampled accident and incident reports and on call logs. Some incidents had not been notified to the Care Inspectorate and we found other notifications that had been completed but not submitted. We were satisfied that the provider had a clear understanding of their responsibility in this regard and retrospective notifications were made immediately. Generally the service was very good at ensuring that where people are subject to guardianship orders the detail of such orders was available within support files. We did however find one example where this was not the case and the provider took quick action to try and rectify this. Staff should be mindful that sensitive information about people being supported is not recorded in other peoples records. 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 10 Aug 2016 Unannounced Care and support Management and leadership 2 Sep 2015 Unannounced Care and support page 4 of 6

5 Date Type Gradings Management and leadership 12 Sep 2014 Announced (short notice) Care and support Management and leadership 4 Nov 2013 Announced (short notice) Care and support Management and leadership 5 Nov 2012 Unannounced Care and support Management and leadership 15 Jun 2010 Announced Care and support Management and leadership 22 Jun 2009 Announced Care and support Management and leadership 3 Sep 2008 Announced Care and support Management and leadership page 5 of 6

6 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 6 of 6