Setting

S3 9HN

Unannouced 8 th July 2005 14:00p.m. - 17:40p.m. Announced 10 th August 2005 8:20a.m. - 17:45p.m. The Commission for Social Care Inspection aims to:

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S3 9HN

• Put the people who use social care first • Improve services and stamp out bad practice • Be an expert voice on social care • Practise what we preach in our own organisation

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Reader Information Document Purpose Inspection Report Author CSCI Audience General Public Further copies from 0870 240 7535 (telephone order line) Copyright This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Internet address www.csci.org.uk New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 3 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Residential Family Centres. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop

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S3 9HN

Every Child Matters, outlined the government’s vision for children’s services and formed the basis of the Children Act 2004. It provides a framework for inspection so that children’s services should be judged on their contribution to the outcomes considered essential to wellbeing in childhood and later life. Those outcomes are: • Being healthy • Staying safe • Enjoying and achieving • Making a contribution; and • Achieving economic wellbeing.

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In response, the Commission for Social Care Inspection has re-ordered the national minimum standards for children’s services under the five outcomes, for reporting purposes. A further section has been created under ‘Management’ to cover those issues that will potentially impact on all the outcomes above.

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Copies of Every Child Matters and The Children Act 2004 are available from The Stationery Office as above. This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 4

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SERVICE INFORMATION

Address 50-60 Christchurch Road Sheffield South Yorkshire S3 9HN

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SERVICE INFORMATION

Email address newstart@progressivecare.co.uk

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manager (if applicable)

Type of registration RFC Residential Family Centre

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of places

maximum of 18 parents and 18 children. New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 5

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Conditions of registration:

1. The children are to be 8 years of age or under.

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Conditions of registration:

2. When there are four or less families placed at the Residential Family Centre there must be two staff on duty during the waking day.When there are five or more families placed there must be three staff on duty during the waking day. When there are seven or more families placed there must be four staff on duty during the waking day. The waking day is 7.00am to 10.30pm. Between the hours of 10.30pm and 7.00am there will be one waking night staff and one member of staff on sleep-in duty until the number in residency exceeds 24. At this point the service will have two waking night staff. There will be a senior person on call to the centre to attend the centre in emergencies.

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Conditions of registration:

3. Parents must be 16 years of age or above.

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Brief Description of the Service:

There are two buildings adjacent to one another, which are brick built. Both buildings contains the bedsits and flats accommodation for the families. In addition one of the buildings also contains, offices, crèche, kitchen, play area, laundry and meeting room facilities. There is a designated garden and play area outside for the children. The home is situated in a residential area just outside the city centre and is on a bus route. There are local shops and schools near by. New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 6

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SUMMARY

This is an overview of what the inspector found during the inspection.

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SUMMARY

The unannounced inspection took place over half a day. The inspection started at 2:00 p.m. until 15:40 p.m. The area manager, deputy manager and all service users spoke with the inspector. An inspection of the service user accommodation took place and certain records were checked. This inspection was in response to an anonymous complaint received to the Commission for Social Care Inspection.

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SUMMARY

The announced inspection took place over one day. The area manager, the newly appointed manager, 6 staff, and 2 service users spoke with the inspector during this time. A selection of records were checked. Some interaction between the staff and the service users were observed. Aspects of the environment were inspected. Three questionnaires were received back. Two were from service users and one from a placing social worker who had used the service. The inspection started at 8:20 a.m. until 17:45pm. Feedback on the inspection was given to the area manager, new manager and deputy manager.

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What the service does well:

The service users said staff supported them very well and nothing was too much trouble. They said staff were very approachable and caring. The service users said they were involved and consulted at every stage on their assessments and support care plans. They found this most helpful.

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What the service does well:

Staff said they felt they provided excellent support to the service users and assisted them in making progress in their parenting and life skills. They said they had good training opportunities and there were organised and good systems were in place to ensure all areas of care were provided.

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What the service does well:

There was a good structure in place to provide monitoring, assessment and review support packages along with the service user and the placing authority.

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What the service does well:

The social worker completing a questionnaire said the environment was a positive aspect of the centre it was clean and spacious for families. They also said the staff were responsive and caring. New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 7

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What has improved since the last inspection?

The majority of the previous requirements made in the last inspection report had been progressed.

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What they could do better:

The service needed to have a registered manager in post to give further stability to the running of the service.

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What they could do better:

The staff training programme needed to be implemented in full to ensure the staff were equipped to undertake all duties.

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What they could do better:

The quality assurance system needs to be developed further to assist in the close monitoring of the service and correcting omissions or shortfalls as and when they occur.

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What they could do better:

Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 8

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CONTENTS

Enjoying and Achieving - There are no NMS that map to this outcome

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CONTENTS

Statutory Requirements Identified During the Inspection New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 9

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The intended outcomes for these standards are:

• Families have access to health care, education, employment and leisure activities which promote their good health and well being, including their mental health, in a safe environment.(NMS 4)

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JUDGEMENT – we looked at outcomes for standard(s) 4

Families had access to core healthcare services and were able to pursue leisure activities to promote good health and well being for themselves and their children.

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EVIDENCE:

Staff said they had good links with the local health care centre and the professionals, GP, health visitors and midwifes. The GP made referrals were necessary for mental health assessments. The service also had links with local drug project groups. Registering with a local Dentist had been more difficult but the service now had service users registered with a practice. The records checked and the service users confirmed this. At the time of the inspection service users said that they were not pursuing employment due to caring for their young children. Staff said they had links with services to assist service users in this area when needed. One professional completing a questionnaire suggested that further access to resources for psychiatric assessments and other specialist services would be beneficial. Service users said they were able to pursue leisure and social activities. New Start J55 S50043 New Start V234068 100805 AI Stage

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The intended outcomes for these standards are:

• Parents and children enjoy a level of comfort and security within the centre based on mutual respect and an understanding of what may have an adverse effect on other residents.(NMS 8) • The privacy of parents and children is respected and information about them is handled with appropriate confidentiality.(NMS 9) • Parents and children are able to complain if they are unhappy with any aspect of the centre. They are confident that any complaint will be taken seriously, investigated and addressed without delay and they will be kept informed of the progress.(NMS 10) • The welfare of children is promoted, children are protected from abuse, and an appropriate response is made to any allegation or suspicion of abuse.(NMS 11) • Families are protected from abuse, neglect and self-harm.(NMS 12) • All significant events relating to the protection of children or vulnerable adults within the centre are notified by the registered person to the

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The intended outcomes for these standards are:

appropriate authorities.(NMS 13) • There is careful selection and vetting of all staff and anyone else resident on the premises.(NMS 15) • Parents and children stay in accommodation that provides physical safety and security.(NMS 22) • Parents and children enjoy a level of comfort and security within the centre based on mutual respect and an understanding of what may have an adverse effect on other residents.(NMS 8)

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JUDGEMENT – we looked at outcomes for standard(s) 8, 9,10, 11, 12,

Parents and children had in place a secure environment, backed up by policies, procedures and mutual respect between the staff and themselves to ensure or minimise any adverse effects on other service users. However the service did need to ensure all staff are fully trained in anger management and the use of physical restraint techniques, which have been approved by government guidance.

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JUDGEMENT – we looked at outcomes for standard(s) 8, 9,10, 11, 12,

In the main the privacy of parents and children were respected. Information about them was handled appropriately to ensure confidentiality was maintained. New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 11 The welfare of children was promoted; systems and processes were in place to protect them from abuse although some staff have yet to have training in Child Protection.

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JUDGEMENT – we looked at outcomes for standard(s) 8, 9,10, 11, 12,

Some working practices were in place to protect adults from abuse, neglect and self-harm. However training specific to Adults Protection and the procedures to follow were not in place to ensure staff were fully aware and informed to protect vulnerable adults further.

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JUDGEMENT – we looked at outcomes for standard(s) 8, 9,10, 11, 12,

In the main the vetting procedures of staff had been carried out in line with the Regulations to ensure service users were safe and cared for by suitable persons.

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EVIDENCE:

Staff said they gave clear information to service users on the expected conduct of the service user and their visitors. This occurred verbally and in writing prior to admission or on admission. The service users confirmed this. Service users said that staff spoke to them in a respectful way and listened to their points of view. Staff interviewed said they read the centres policies and procedures on dealing with unacceptable and aggressive behaviour and the approach used was to de-escalate such situations to minimise the need to use of physical restraint. The area manager said there had been no incidents requiring the user of physical restraint. Some staff had received training in care and control other had been identified to go on this training in the near future. Service users said they felt safe at New start. The staff said there were security measures in place.

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EVIDENCE:

Service users said in the main that the staff respected their privacy and dealt with confidential information appropriately. They said they saw visitors in private. Two service users said that a couple of staff did not always wait for a reply after knocking to enter their flats and this was sometimes an issue. One service user said she had found it difficult having a male undertake checks during the night due to being in her nightwear. She said having a female member of staff at all times would have assisted her with this situation. This was discussed with the area manager during the inspection. Staff could verbalise the services policies and practices concerning confidentiality and records were stored securely. Parents were aware of the complaints procedure. The majority said they felt that their concerns or complaints would be taken seriously and appropriate action would be taken. New Start J55 S50043 New Start V234068 100805 AI Stage

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EVIDENCE:

4.doc Version 1.40 Page 12 Service users interviewed said they knew how to complain. They had received information in the welcome pack on admission to the centre. There is a detailed complaints policy and procedure. Staff, were aware of the complaints procedure. The complaints records were checked two complaints were on file. However, not all the required information was on file. The Commission for Social Care Inspection had received two anonymous complaints, of which one was not substantiated and the other has been passed to the provider to investigate using their procedures

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EVIDENCE:

Significant events relating to the protection of children or vulnerable adults within the centre were notified to the appropriate authorities to ensure they were aware of events and that action had been taken to protect the individuals.

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EVIDENCE:

All staff interviewed said they had read the policies and procedures on child protection for the service and could verbalise the procedures they would follow. Some staff said they had receiving additional training in child protection whilst others were waiting for the training to be provided. The staff were aware of protection measures in place for individuals and areas, which required regular and close supervision. Records were kept to confirm monitoring in such areas. The area manager and deputy manager said that any allegation or suspicion of abuse is investigated and reported immediately to the relevant agencies. Records checked confirmed this. The service had a named link person in the Sheffield Child Protection Team.

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EVIDENCE:

The service had procedures in place to protect vulnerable adults. Although training in this area needed further development. The service needed to forge a link with the Adult protection team.

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EVIDENCE:

The staff recruitment files checked met the required standard with the exception of one file. The omissions were; the reason for a gap in the employment history had not been recorded and a manager’s assessment was not on the file. All the files had the required references, Criminal Record Bureaux checks and other relevant documentation.

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EVIDENCE:

Health and Safety working practices were up to date with the exception of first aid. Whilst checking the records it was identified there would not be a trained First Aider on at all times ensuring the safety for all service users. The manager has plans in place to rectify this situation. New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 13

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The intended outcomes for these standards are:

• Parents and children are admitted to and leave the centre in a planned and sensitive manner.(NMS 2) • Children and their parents have their needs assessed and written plans outline how the assessment will be undertaken.(NMS 3) • Parents and children using the centre feel well-informed and party to decisions made.(NMS 6) • Parents and children enjoy sound relationships with staff based on honesty and mutual respect(NMS 7)

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The intended outcomes for these standards are:

JUDGEMENT – we looked at outcomes for standard(s) 2, 3, 6 & 7.

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The intended outcomes for these standards are:

In the main parents and children are admitted to and leave the centre in a planned and sensitive manner, which helped them to settle in and were aware of future developments in their lives.

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The intended outcomes for these standards are:

Parents and their children had their needs assessed and a written plan was in place which included how and when assessments would be undertaken, including the views of parents

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The intended outcomes for these standards are:

Parents felt well informed and involved in decisions made about their daily lives to ensure they were building and maintaining independence, confidence and being listened to.

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EVIDENCE:

The majority of service users said they visited the service before moving in. Discussions and information were given on the rules and expectation of how time would be spent whilst living at the centre. Plans were prepared which involved the service users for leaving the service. On some occasions the service users were admitted as emergencies. Service users said the staff helped them to settle in. New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 14 Each parent and child had their needs assessed. These were recorded within written plans. Parents could verbalise the assessments to be undertaken which indicated they were aware of and consulted on how the assessments would be carried out. The written plans were reviewed at regular intervals and updated as required. The service users said they were kept informed of their progress throughout the assessments.

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EVIDENCE:

Parents said they were consulted and involved in decisions made about their lives. Staff and parents said that assessment of parenting skills, keywork sessions and house meetings took place. Two service users did say that they had not been consulted about whether they wanted a male keyworker or not. One parent felt initially that this had not positively assisted in them in settling in and in some assessments undertaken. New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 15

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The intended outcomes for these standards are:

• Parents and children live in pleasant, well designed and maintained surroundings providing sufficient space and adequate facilities to meet their needs.(NMS 19) • Parents and children enjoy homely accommodation, decorated, furnished and maintained to a high standard, providing adequate facilities for their use.(NMS 20) • Shared spaces complement and supplement residents’ private rooms.(NMS 21)

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JUDGEMENT – we looked at outcomes for standard(s) 20 & 21

In the main parents and children enjoyed homely accommodation, decorated and furnished to a high standard to ensure they were living and provided with adequate facilities.

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JUDGEMENT – we looked at outcomes for standard(s) 20 & 21

The centres shared facilities enhance the private accommodation of the families to give variety and choice to the parents and children in their daily life.

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EVIDENCE:

In the main the flats were maintained, decorated and furnished to a high standard. Although there were signs of wear and tear to decoration and some furnishings in one flat on the unannounced inspection. The company had started to refurbish and decorate this flat at the time of the announced inspection. There were also items of crockery omissions in the same flat. Windows on a ground floor flat opened wide and this was not safe for toddlers. The service is near to local shops, a medical centre, schools and a bus route. A parent said she made use of the local facilities, using the parks and shops. Most parents said the flats were comfortable and had good facilities. One parent suggested that additional facilities would be beneficial these were ‘Bouncy’ chairs, bottle warmers and play mats due to the carpet been of a coarse texture for babies starting to crawl. New Start J55 S50043 New Start V234068 100805 AI Stage

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EVIDENCE:

4.doc Version 1.40 Page 16 There are a number of shared facilitates which include, meeting rooms and play area, laundry. There is a garden and separate outside play area, which is secured with a fence and locked gate. Parents interviewed said they made regular use of the facilities. Action had been recently taken to remedy cigarette ends been disposed of in the children’s garden. Ash try facilities were in place. One bathroom facility situated next to the crèches was showing signs of wear and tear. Staff said repairs were reported and promptly addressed. There is an allocated sleeping in room separate to the family accommodation within the registered premise. New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 17

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The intended outcomes for these standards are:

• Parents and children who use the centre know what they can expect, how they will be treated, how the centre operates, and have had this information in written form prior to admission.(NMS 1) • Parents’ progress is recorded to reflect their ability to care for the children in a safe manner, promoting their welfare.(NMS 5) • Parents and children receive the care and services they need from competent staff.(NMS 14) • Staff are sufficient in number, experience and qualification to understand the needs of parents and children and who are able to respond appropriately when required.(NMS 16) • Parents and children receive a service from staff who are themselves supported and guided in safeguarding and promoting the children’s welfare.(NMS 17) • Staff are trained and enabled to carry out the role to which they are appointed.(NMS 18) • Parents and children enjoy the stability of an efficiently run service and purchasers have confidence that they are getting value for money.(NMS

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The intended outcomes for these standards are:

23) • The service’s work with parents and children is continually adapted in the light of information about how it is operating.(NMS 24) • There are adequate records of both the staff and families using the service.(NMS 25)

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18 & 24

In the main written information was provided to parents, which ensured they were aware how the centre operated prior to admission.

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18 & 24

Case files recorded the progress of parents to reflect their ability to care for their children to assist professionals in future decisions making.

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18 & 24

There are sufficient and competent staff employed at the centre to care for the parents and children. However, a full and stable management team were needed to develop the service further. New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 18

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EVIDENCE:

The previous omissions from the statement of purpose were checked only and these were in place. The majority of parents said they had received written information about the centre and this included what they could expect and how the centre operates.

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EVIDENCE:

Three parents confirmed they were aware they could access and read their files. The entries checked were all signed and dated. Support care plans and reports checked recorded the parents and their children’s progress.

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EVIDENCE:

There had been three managers in post since the time of the last inspection. A third had been recruited to post prior to the inspection and would be applying to be registered. There was a deputy and a team leader in post, although there was a team leader vacancy. Staff and parents interviewed were aware of the arrangements in place of who was in charge in the absence of the manager. The home did have a senior person on call for staff to contact for advice if required. The area manager said that the staff left in charge of shifts were experienced and had completed their probationary period. The area manager said that the manager would be undertaking NVQ level 4 and staff continue to work towards their NVQ’s.

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EVIDENCE:

Staff interviewed, were positive about their work. They said they felt supported by the area manager and the rest of the staff team. There were good communication systems and staff had supervision at two weekly intervals. Insuring that they maintained their understanding of child care and parenting. Two parents said they felt well supported by the staff.

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EVIDENCE:

Staff interviewed stated they had attended training courses including an induction. However, not all had received training in care and control, managing difficult behaviour first aid and child development and family dynamics. The service did have courses planned to take place in the coming months in some of these areas. Staff said they felt the training opportunities were good and assisted with their job.

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EVIDENCE:

A monthly monitoring report on the service were undertaken by the manager, which covers a number of areas stipulated in the standards. Although the individual records were not always signed by the manager to record the monitoring and comments on the follow up action and outcome. The service had a monthly visit from and independent person to monitor the conduct of the service and this was accompanied by a report. The area manager said this was an area, which needed further development. New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 19

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SCORING OF OUTCOMES

This page summarises the assessment of the extent to which the National Minimum Standards for Residential Family Centres have been met and uses the following scale.

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SCORING OF OUTCOMES

4 Standard Exceeded (Commendable) 3 Standard Met (No Shortfalls) 2 Standard Almost Met (Minor Shortfalls) 1 Standard Not Met (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable

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SCORING OF OUTCOMES

STAYING SAFE ACHIEVING ECONOMIC WELLBEING Standard No Score Standard No Score 8 2 19 x 9 2 20 2 10 2 21 3 11 2 12 2 13 3 15 2 22 2

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SCORING OF OUTCOMES

ENJOYING & ACHIEVING MANAGEMENT Standard No Score Standard No Score No NMS are mapped to this outcome 1 3 5 3 MAKING A POSITIVE 14 2 CONTRIBUTION 16 3 Standard No Score 17 4 2 3 18 2 3 3 23 x 6 2 24 2 7 3 25 x New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 20 Are there any outstanding requirements from the last inspection? yes

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STATUTORY REQUIREMENTS

This section sets out the actions which must be taken so that the registered person/s meets the Care Standards Act 2000, Residential Family Centres Regulations 2002 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales.

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STATUTORY REQUIREMENTS

No. Standard Regulation Requirement Timescale for action 1. RFC8 11 All staff must be trained in anger management and the use of physical restraint. 28.10.05

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STATUTORY REQUIREMENTS

2. RFC9 10 All staff must wait for a response after knocking to enter a service users flat. 11.8.05

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STATUTORY REQUIREMENTS

3. RFC9 10 There must be a staff gender balance on shifts at all times to ensure the needs and wishes of service users can be met. 28.11.05

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STATUTORY REQUIREMENTS

4. RFC11 12 All staff must receive detailed training in Child abuse and Protection. 28.11.05

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STATUTORY REQUIREMENTS

5. RFC12 10 & 11 All staff must receive training in Adult protection procedures. There must be a link made between the service and the Adult Protection Team in Sheffield. 28.01.06

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STATUTORY REQUIREMENTS

6. RFC22 11 & 15 The home must ensure that staff receive first aid training appropriate to their role and duties and in line with legal requirements. A rolling programme must be put in situ. This requirment has been carried forward from June 2004. 28.10.05

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STATUTORY REQUIREMENTS

7. RFC6 10 Parents must be involved and consulted about who their keyworker is going to be to 28.10.05 New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 21 assess in being party to decisions in their lifes. 8. RFC20 & RFC10 21 The furniture and crockery in one flat must be reviewed and replaced where necessary. A risk assesment must be undertaken of the ground floor flat windows and action taken to reduce or elimate risks to children. 29.10.05

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STATUTORY REQUIREMENTS

9. RFC14 15 A full management team/structure must be recruited to ensure all areas of the servcie can be monitored, meet the statement of purpose in full and develop the servcie further. 28.11.05

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STATUTORY REQUIREMENTS

10. RFC18 17 All staff must receive training in the following area; Care and control· Managing difficult behaviour and de- escalation procedure· First aid· Health and safety This requirement has been carried forward from June 2004. 28.11.05

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STATUTORY REQUIREMENTS

11. RFC18 17 All staff have access to training in child development and family dyamics. 28.12.05

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RECOMMENDATIONS

These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out.

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RECOMMENDATIONS

No. Refer to Standard Good Practice Recommendations

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RECOMMENDATIONS

1. RFC4 The service should further develop its links with specialist services to be able to quickly respond to service users halth needs. 2. RFC20 Consideration should be given to supply bottel warmers and infant 'bouncy' chairs and play mats as standard equipment in each flat. 3. RFC14 80% of care staff must complete Level 3 in the Caring for Children and Young People NVQ, by 2005. 4. RFC14 The registered manager must complete an NVQ Level 4 in working with children and management or equivalent by New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 22 2005. New Start J55 S50043 New Start V234068 100805 AI Stage 4.doc Version 1.40 Page 23

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Commission for Social Care Inspection

Ground Floor, Unit 3 Waterside Court Bold Street Sheffield, S9 2LR

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Commission for Social Care Inspection

National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI

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