Melanie Waddy

Inspection report for adoption support agency

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Unique reference number SC359792 Inspection date 23-May-2011 Inspector Rossella Volpi Type of inspection Key Type of registration Adoption Support Agency

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Service address 39 Cranley Gardens, LONDON, N10 3AB

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Website address

Registered person Melanie Waddy Registered manager Melanie Waddy Inspection report Melanie Waddy Page 2 of 9

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Website address

This document may be freely reproduced in whole or in part for non-commercial educational purposes, provided the source and date of publication are stated. Inspection report Melanie Waddy Page 3 of 9

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About this inspection

The purpose of this inspection is to assure children and young people, parents, the public, local authorities and government of the quality and standard of the service provided. The inspection was carried out under the Care Standards Act 2000.

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About this inspection

This report details the main strengths and any areas for improvement identified during the inspection. The judgements included in the report are made in relation to the relevant National Minimum Standards for the service.

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The key inspection judgements and what they mean

Outstanding: this aspect of the provision is of exceptionally high quality Good: this aspect of the provision is strong Satisfactory: this aspect of the provision is sound Inadequate: this aspect of the provision is not good enough Not judged: this aspect of the provision was not judged Inspection report Melanie Waddy Page 4 of 9

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Brief description of the service

The adoption support agency was registered in March 2007 and it is conducted by an individual practitioner; she is a registered psychoanalytical psychotherapist offering short and long term therapy to adults in relation to adoption issues. This does not include birth records counselling or intermediary services.

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Summary

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

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Summary

This inspection was a full announced inspection. The agency provides a good service overall, with all individual areas judged as good, except for the two areas relating to the Statement of Purpose and complaints, which are judged as satisfactory.

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What the service does well

This agency’s main strength, from the findings of this inspection, is that it provides a service that is valued and that satisfies both its users and the referring authorities well.

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What the service does well

Another areas which the agency does well is offering support following an assessment of needs and circumstances; these are regularly reviewed and service users are fully involved. The provider is able to respond very quickly to any requests and has a good appreciation of the varying needs of the users, and of the range of issues that may arise from differences.

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What the service does well

The provider is an experienced, skilled and qualified psychotherapist with sound personal and professional knowledge of adoption issues. She keeps her knowledge base up to date through regular and relevant training and professional supervision. This enables her to offer a good service overall. She works well in partnership with other agencies to safeguard and promote the welfare of service users.

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What has been improved since the last inspection

No requirements or recommendations were made at the previous inspection.

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What they could do better

Recommendations have been set regarding some of the policies that are not comprehensive enough to give users clear or complete information and about the complaints' procedure. Inspection report Melanie Waddy Page 5 of 9

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Statement of purpose

The agency has a written Statement of Purpose, last reviewed in May 2011, which describes its aims and objectives and the service which is offered. Thus the statement, the supporting policies and other relevant documents give anyone who wishes to use the service access to information about what to expect. The provider is able to utilise translation services if the document is required in any other language, including Braille.

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Statement of purpose

Overall the agency is conducted consistently with its Statement of Purpose and the main policies to which it refers and that guide the work of the agency. However, some of the policies are not comprehensive enough to give users clear or complete information and do not properly reflect the agency's good practice in those areas. For example, the written safeguarding policy is too limited in its scope. It is not set well in the context of what the agency is doing to safeguard users and does not refer to historical abuse. There is a policy on equality of opportunities, but this does not give a proper sense of the ethos and practice of the agency in promoting equality and diversity.

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Safeguarding and promoting welfare

Overall, the provider demonstrates a good knowledge of the issues involved in the protection of vulnerable adults and children. Although the agency offers a service to adults only, the provider is committed to the protection of children, recognising the relevance of this to her work; while her past experience gave her some expertise on management of child protection issues. She is informed about the local safeguarding boards and undertakes annual safeguarding training in relation to vulnerable adults and children.

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Safeguarding and promoting welfare

There have been no allegations of abuse, but the provider is aware of the need to record these appropriately and of the agencies which she would need to make referrals to. She informs service users of her statutory and ethical responsibilities regarding the actions she might need to take if abuse is disclosed or suspected.

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Safeguarding and promoting welfare

There is a written user's protection procedure, which is not comprehensive enough, as discussed above under 'Statement of Purpose'. Inspection report Melanie Waddy Page 6 of 9

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User focused services

This agency provides a good service, to the satisfaction, overall, of users and referring authorities. Service users are clear that the support they receive will be based on a mutual understanding of the reasons for that support, following an initial assessment; if the assessment shows that the users’ needs are not compatible with what can be offered, the provider suggests alternative resources.

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User focused services

Some representative comments from users were that the service benefited them greatly; that the provider is a professional and excellent counsellor; that she gave insight into the feelings that the user was experiencing; that she is understanding, pragmatic and has emphathy.

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User focused services

Although there are no formal commissioning arrangements in place, the provider undertakes some work for two local authorities. Their comments indicate that they are satisfied and at times impressed with her work, based also on the feedback that they receive from the service users they refer. They said, for example, that the provider demonstrates the right balance between maintaining strict confidentiality and liaising appropriately with the authorities, giving the information they need to move forward. They said that the provider has a very good understanding of adoption and of how crucial the range of issues that may arise from differences are. They gave examples that demonstrated the provider’s expertise and her ability to work very sensitively with a range of complex matters; they were satisfied that the provider has the right expertise in relation to equality and diversity and promotes this in her work.

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User focused services

The authorities also commented on her flexibility, prompt responses and effective communication, whilst maintaining appropriate professional boundaries. This, which is similar to the positive feedback also obtained at the last inspection, continues to show a good ability to work in partnership to meet and protect the needs of service users.

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Service delivery

This small agency is conducted by an individual practitioner. Therefore she is fully aware of the level of service provision.

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Service delivery

The provider has information for service users which explains what is involved and the expected length of contact; this is reviewed at regular intervals. There is an initial assessment meeting when also the decision is taken with the client about whether they wish to access short fixed term or longer open ended therapy and what the sessions are designed to achieve. Inspection report Melanie Waddy Page 7 of 9

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Service delivery

She informs service users of their right to ask the local authority for an assessment of needs and does take that assessment into account if the service is commissioned by the authority.

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Fitness to provide or manage an adoption support agency

The provider is a very knowledgeable and skilled professional. She has relevant experience of adoption, including being a member of an adoption panel and, as such, receives regular training and updates on adoption law and current issues. She is registered with the United Kingdom Council for Psychotherapy and is a qualified psychoanalytic psychotherapist.

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Fitness to provide or manage an adoption support agency

She demonstrated her suitability in March 2007, as part of the assessment for registration to conduct the agency and at following inspections. She has continued to attend relevant training and to receive professional supervision. She renews her Criminal Records Bureau check periodically through the nursing council and the authority for which she is an adoption panel member.

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Individual practitioners

The findings of this inspection and, in particular, the feedback from users, discussed above in the report, indicate that the agency is managed ethically and is delivering a good quality service. The promotion of equality and diversity is good.

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Individual practitioners

The provider controls the work of the adoption support agency, to ensure that users receive a professional and appropriate service. Outcomes of her work are monitored by herself, with the users and through her regular professional supervision. Inspection report Melanie Waddy Page 8 of 9

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Individual practitioners

Additionally, they are reviewed by the referring authority when the services are publicly funded.

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Individual practitioners

There is no written formal review to identify main strengths or areas to address.

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Complaints and representations

The agency has a written complaints' procedure which is given to service users at the start of their involvement. There have been no complaints, but the provider is aware of the need to maintain a record of these for monitoring purposes.

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Complaints and representations

The complaints procedure is not comprehensive or clear enough about some significant details, which the provider is intending to address imminently. These include, for example, appropriate reference to the opportunity for informal resolution of a complaint at an early stage and the role and details of the registration authority in relation to complaints. Feedback from a sample of users indicated that not all are clear about whom to speak if unhappy with the service provided.

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Records

The provider maintains a registration file containing the legislative documentation underpinning her service and details of her qualifications and experience. She also maintains records of the work done with each service user. These give clear details of that user's contact with the agency and the reasons for the work undertaken.

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Records

There is a policy which addresses the storage and access to case records and a commitment to maintain strict levels of client confidentiality. Case notes kept on the computer are password protected, so as to prevent unauthorised access to them. Appropriate security measures are also in place for any paper records. There is a system in place to ensure that essential information is not lost in case of fire, or other disasters.

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Fitness of premises

The premises are in a residential road and consist of an annexe to the provider's house. They include a separate entrance, waiting area and sanitary accommodation. The premises are well maintained, furnished and equipped to provide a comfortable environment, consistent with their purpose. The provider has considered how to deal Inspection report Melanie Waddy Page 9 of 9

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Fitness of premises

with business continuity in the event of an emergency.

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Fitness of premises

The annex is not suitable for people with mobility issues, but possible alternative venues have been identified so that the service could be provided elsewhere should this need arise.

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Financial requirements

There are appropriate financial procedures. The provider completes a set of accounts that are externally audited each year and is clear about the fees and charges which are in place. Service users are informed of the charges and are thus aware of their financial commitment.

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Recommendations

These recommendations relate to the National Minimum Standards and are seen as good practice for the registered provider(s) to consider carrying out.

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Recommendations

 review the Statement of Purpose and the policies backing it, in particular those relating to safeguarding and equality and diversity (NMS 18)  complete periodic reports on service delivery to aid monitoring progress and review of the service (NMS 25)  review the complaints' procedure to ensure that it is comprehensive and that is effective in making users aware of how to raise concerns or complaints. (NMS 25.10)

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