Tide House

Tide House Inspection report for residential family centre

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Unique reference number SC479919 Inspection date 21/02/2017 Inspector Tina Maddison Type of inspection Full

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Setting address 21 High Street, Bideford, Devon EX39 2AA

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Telephone number 01237 237120 Email cj@inclusis.com Registered manager Marguerite Hepworth Responsible individual Craig Jones Date of last inspection 7 October 2015 Website: www.gov.uk/ofsted

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This document may be reproduced in whole or in part for non-commercial educational purposes, provided that the information quoted is reproduced without adaptation and the source and date of publication are stated. Website: www.gov.uk/ofsted

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This document may be reproduced in whole or in part for non-commercial educational purposes, provided that the information quoted is reproduced without adaptation and the source and date of publication are stated.

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Brief description of the service

This family centre is operated by a private provider, Inclusis Limited. It was registered with Ofsted in October 2014. The centre can accommodate three families undertaking an assessment at any one time. The service aims to provide intensive 24-hour assessments of parenting, which are focused and continuous. They are undertaken in line with the framework for the assessment of children in need and their families. Assessment usually takes place over a six- to 12-week period. Single parents, couples, young parents and parents with mental health issues or learning disabilities may be assessed. The service is located within a town centre and therefore provides good access to a range of local services and community facilities, such as nurseries, health centres and parks. Each family is accommodated in a fully self-contained flat on either the ground or first floor of the building.

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The inspection judgements and what they mean

Outstanding : a service of exceptional quality that significantly exceeds minimum requirements. Good : a service of high quality that exceeds minimum requirements. Requires improvement : a service that may meet minimum requirements but is not yet demonstrating the characteristics of a good judgement. Inadequate : a service that does not meet minimum requirements.

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Overall experiences of children and parents Good

Parental capacity is thoroughly and comprehensively assessed through good-quality assessment processes. A particular strength of the centre is how the staff succeed in forming positive and trusting relationships with families. As a result, they are able to deliver difficult messages and support learning so that families are able to learn and feel supported. This helps families to make progress and build their parenting skills. They are given every opportunity during their assessment to overcome issues that are preventing them from safely and successfully parenting their child.

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Overall experiences of children and parents Good

Parents report that they appreciate being able to undertake their assessment in their own self-contained flat. One parent said, ‘Staff are welcoming and they understand it is hard being monitored all the time. I was scared when I came here, but they put you at ease. They couldn’t do anything better here.’ Website: www.gov.uk/ofsted

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Overall experiences of children and parents Good

This document may be reproduced in whole or in part for non-commercial educational purposes, provided that the information quoted is reproduced without adaptation and the source and date of publication are stated. The manager is yet to establish systems for monitoring the quality of the service. This means that there is a shortfall in evidencing how the centre identifies strengths and areas to inform the development plan, which is not yet complete. The manager has not been regularly undertaking monthly monitoring and producing a report to send to Ofsted. A central register of information regarding families placed at the centre has not yet been established. Regular staff supervision that is recorded and informs the training and development of staff is not taking place. Some areas of the centre require redecoration and refurbishment to ensure that all areas of the centre offer a welcoming and homely environment.

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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 for residential family centres. The registered person(s) must comply within the given timescales.

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Reg. Requirement Due date

23 Ensure that a system is established for the review of the monitoring of the quality of care provided at the family centre. (Regulation 23 (1)) 23/03/2017

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Reg. Requirement Due date

17 Ensure that all employees receive appropriate supervision, training and appraisal. (Regulation 17 (5)(a)) 23/03/2017

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Reg. Requirement Due date

19 Ensure that a register is maintained in respect of each family accommodated in the family centre which includes the information, documents and records specified in Schedule 3 relating to members of the family. (Regulation 19 (1)(a)) 23/03/2017

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Recommendations

To improve the quality and standards of care further, the service should take account of the following recommendations: Website: www.gov.uk/ofsted

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Recommendations

This document may be reproduced in whole or in part for non-commercial educational purposes, provided that the information quoted is reproduced without adaptation and the source and date of publication are stated.  Ensure that the residential family centre provides a comfortable and homely environment that is well maintained and decorated. In particular, that the carpet and kitchen flooring in flat 3 are repaired or replaced and the hallway is decorated to provide a bright and welcoming appearance. (NMS 11.2)  Ensure that the final report always contains realistic and clear recommendations for follow-up care to ensure the smoothest possible transition to further care or return to the home environment. (NMS 1.13) Website: www.gov.uk/ofsted

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Recommendations

This document may be reproduced in whole or in part for non-commercial educational purposes, provided that the information quoted is reproduced without adaptation and the source and date of publication are stated.

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Quality of assessment Good

The assessment model used by this residential family centre is well matched against the framework for the assessment of children in need and their families. Each stage of the assessment is agreed with the family’s placing authority in the letter of instruction, which is issued prior to the start of the assessment.

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Quality of assessment Good

A strength of the centre is how parents’ varied and complex needs are understood by the manager and assessment staff. They succeed in establishing positive working relationships with families in sometimes very challenging circumstances. Each stage of the assessment is closely monitored by a strong leadership team, made up of appropriately qualified staff members who ensure that the assessments are fair, evidence-based and balanced.

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Quality of assessment Good

All staff and professionals working with the family are engaged in effectively contributing to the assessment. Families comment on how they have improved their parenting skills and knowledge during their stay at the centre. One parent said, ‘The staff are kind and supportive. I had my ups and downs, but the staff helped me, like when I did the nappy change wrong, they helped me do it in the right way. My assessment was fair. They explained things in a way so I understood and could improve.’

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Quality of assessment Good

The family placement plan and agreement are understood by parents who are fully involved throughout the assessment process. Information to inform the assessment is gathered through direct observations of the family by the staff, either directly or through CCTV, of which parents are fully aware. Risks are robustly managed by skilled staff. There is an appropriate balance so that the families are able to take assessed risks to inform their learning and the assessment process. The assessment process is transparent and honest, so that families always know what they are doing well and what they need to improve on. A weekly feedback meeting is held between staff and the family where a fair and honest appraisal of the family’s parenting skills is discussed. These include how the parents are safeguarding their child, forming attachments and ensuring that all the child’s developmental milestones are being achieved.

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Quality of assessment Good

The manager and staff are skilled in ensuring that all families, whatever their learning needs, culture, race or religion, are respected and are able to understand why they are at the centre and what the concerns about their parenting are. The Website: www.gov.uk/ofsted

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Quality of assessment Good

This document may be reproduced in whole or in part for non-commercial educational purposes, provided that the information quoted is reproduced without adaptation and the source and date of publication are stated. manager and staff succeed in gaining the trust and respect of families, so that even if the outcome of the assessment means that they do not leave with their child and difficult and challenging conversations have to take place, they fully understand why and how this decision was reached. Parents learn how to understand the impact that their behaviour is having on their child. One parent said, ‘I have learned to think before I say anything that upsets others.’

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Quality of assessment Good

The quality of the final assessment report is good. Reports are concise and clear and provide a clear analysis of parenting capacity. One placing social worker said that ‘reports are robust and helpful’.’ The reports include recommendations regarding support that families will need when they leave the centre. These recommendations are generally realistic and robust. This is supported by most placing social workers. A minority of placing social workers report that the recommendations for their families were over optimistic and not realistic about the level of support that could be offered in the community.

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Good

Safeguarding arrangements at the family centre are robust and help to ensure the safety of children and their families. The staff know when to intervene to promote the welfare of a child or a parent. When a family first arrives at the centre, a comprehensive assessment of known risks is undertaken and robust control measures are put in place to manage the risks. For example, this may be concerns about alcohol or drug use, so parents are asked to undertake drug and alcohol testing on a regular basis. These risk assessments are regularly monitored, parents are fully involved and the assessments are reviewed if and when the risks reduce. All families spoken with said that they felt safe living at the centre. They report that the staff ensure that they know the rules and expectations of them during their stay and that the rules are fair. On admission, the staff closely supervise parents and children to ensure that all risks are known and evaluated. The safeguarding of

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Good

children is always the centre’s priority. The staff demonstrate a good working knowledge of safeguarding procedures and feel confident to deal with and safely manage any incidents or risks to children. The manager has established positive working relationships and partnerships with the local authority designated officer for safeguarding and all the appropriate procedures are in place for reporting and responding to child protection concerns. The manager has worked hard to establish and improve relationships with key partner agencies. In particular, effective links have recently been established with Website: www.gov.uk/ofsted

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Good

This document may be reproduced in whole or in part for non-commercial educational purposes, provided that the information quoted is reproduced without adaptation and the source and date of publication are stated. the local health visiting service. Families at the centre now benefit from a liaison health visitor, who works with the manager to promote communication and respond to any concerns. Arrangements for the storage, administration and recording of medication have recently been reviewed to ensure that two members of staff are present during the administration of medication to children. Staff undertake the administration of medication training. Medication is safely stored. On arrival at the centre, the staff undertake a risk assessment with the parents to assess whether they are able to self- medicate or need supervision from staff. The aim is for parents to learn to self- medicate, wherever possible, so that they are able to use medication independently.

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Good

For example, one parent who recently left the centre, arrived unable to manage their medication. By the time the assessment was complete, they were safely and effectively managing their own medication following support from the staff during their assessment. All parents spoken with said that they knew how to complain if they needed to. Any complaints or concerns are taken seriously and swiftly responded to in accordance with the centre’s complaints policy and procedure and the outcome informs and improves practice at the centre. Since the previous inspection, the staff recruitment procedures have been updated and improved. The manager now ensures that all staff are rigorously checked before they are able to begin work at the centre. For example, all references are followed up by telephone and gaps in employment are explored. This helps to ensure that only suitable people are employed at the centre.

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The effectiveness of leaders and managers Requires improvement

The centre is managed by a permanent and suitably experienced and qualified manager, who was registered with Ofsted to manage the centre in October 2016. In this short time, she has demonstrated a commitment to developing and improving the centre. The staff team members report that there is good morale at the centre and they enjoy working there. The staff team has experienced some changes in the last year, but has now stabilised to a consistent and suitably qualified team.

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The effectiveness of leaders and managers Requires improvement

Quality assurance systems continue to be established. Currently, there are not robust, formal systems in place to gather feedback from parents and involved professionals that will inform a development plan in order to improve the quality of Website: www.gov.uk/ofsted

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The effectiveness of leaders and managers Requires improvement

This document may be reproduced in whole or in part for non-commercial educational purposes, provided that the information quoted is reproduced without adaptation and the source and date of publication are stated. the service. Monthly monitoring reports are not being completed regularly by the manager and sent to Ofsted. Parents are asked for feedback about members of staff so that this information can inform their supervision and appraisal.

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The effectiveness of leaders and managers Requires improvement

Staff report that they feel well supported and supervised but records indicate that formal supervision is not undertaken on a regular basis. Supervision notes do not evidence that reflective and meaningful supervision is taking place that recognises the emotional impact on staff of working at the centre.

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The effectiveness of leaders and managers Requires improvement

Induction procedures are robust and staff report that they receive all the training they need to enable them to undertake their role effectively. This includes training on safeguarding, attachment theory, paediatric first aid and administration of medication.

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The effectiveness of leaders and managers Requires improvement

Some areas of the centre are not welcoming or homely. The exterior of the building has not been painted for some time and there is an old, damaged sign still fixed to the exterior wall that detracts from the centre’s appearance. The main entrance hall to the flats is stark and without pictures or child-friendly, bright colours. One flat has a ripped carpet and worn kitchen flooring. Parents report that they like their flat and appreciate the opportunity to undertake the assessment in a self-contained environment where they do not have to share a kitchen and bathroom.

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The effectiveness of leaders and managers Requires improvement

Record keeping systems continue to be developed. Progress has been made in the quality of documentation and record keeping. Areas yet to be addressed include the keeping of a central register. The required information relating to children and families is available but is not easily found in one central place.

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The effectiveness of leaders and managers Requires improvement

The centre’s statement of purpose and guide are available on the internet and contain clearly written information about the objectives of the service and what families can expect during their assessment. One parent reported that they found this information on the internet and found it helpful prior to arriving at the centre. Website: www.gov.uk/ofsted

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The effectiveness of leaders and managers Requires improvement

This document may be reproduced in whole or in part for non-commercial educational purposes, provided that the information quoted is reproduced without adaptation and the source and date of publication are stated.

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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 to assess the effectiveness of the service and to consider how well it complies with the relevant regulations and meets the national minimum standards.

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About this inspection

The report details the main strengths, any areas for improvement, including any breaches of regulation and any failure to meet national minimum standards. The judgements included in the report are made against the inspection framework for the inspection of residential family centres.

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