Leadership of Moray care at home and housing support service which supports people in Buckie labelled as 'weak' by Care Inspectorate
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A MORAY care at home and housing support service's leadership has been described as 'weak' following an unannounced Care Inspectorate inspection in February.
Moray Services (Housing Support) supports adults with learning disabilities living in their own homes across Elgin and Buckie.
The service, run by Cornerstone Community Care, supports 28 people living in either shared accommodation or individual flats/bungalows in the region.
However, an unannounced inspection, which took place between February 1 and February 7, concluded that the service's leadership was 'weak', giving it a grade of two out of a possible six.
In a Care Inspectorate report, published on March 27, it was noted that while some strengths were found, these were compromised by 'significant' weaknesses.
That included serious concerns over the service operating outwith their registration conditions.
The report also added that the service did not have 'robust' quality assurance systems in place.
The report said: "These did not provide the leadership team with oversight of all the key functions of service delivery to be assured of the quality of the care and support people experience."
Inspectors found that people's experiences of the service were varied. Some were happy with the service and felt they were listened to.
However, one relative told inspectors that they felt their rights as the legal representative were not acknowledged.
Inspectors also labelled the service's ability to support people's wellbeing as 'weak', adding once again that any strengths identified were compromised by 'significant' weaknesses.
That included support plans which were not readily available for staff, making it difficult for them to deliver the best support possible.
The report said: "There were instances where areas for care were identified but then were not supplemented with guidance on how to deal with them.
"This meant staff may know that someone had a particular need but would not support them correctly to ensure they were safe and comfortable."
Inspectors did identify some 'polite and warm' conversations between staff and tenants.
However, the report also criticised staff for using language and phrases which could be considered demeaning.
It said: "Some of the phrases used were disrespectful and demeaned people without showing understanding of their difficulty in communication.
"For example, "kicking off" and "knows [name] can be moody". These phrases implied a culture where people were not treated as individuals."
The report did note, however, that some people were "getting a lot out of their life" with one person expressing great enthusiasm about the home and furnishings they had chosen. Another was also able to take part in various activities in different groups.
However, the inspection also found that staff lacked a clear understanding of their responsibilities in relation to vulnerable adults.
The report said: "Referrals to the adult protection team needed to be made more quickly when a potentially abusive situation had occurred."
It added: "There were no plans available to guide staff in how to speak or to support people effectively. The reaction to people involved in abusive incidents must be more insightful and compassionate."
The Care Inspectorate has since outlined a number of requirements to be met to improve the service.
That includes a requirement to ensure that people receive the necessary support through their preferred method by April 1 this year.
The provider has also been told to better ensure that people are treated with compassion and dignity and protected from harm with this expected to be met by May 1.
The provider is also expected to ensure people are enabled to develop interests and activities that matter to them on the same deadline, May 1.
Meanwhile, three requirements have been made to improve the service's leadership.
That includes ensuring that people are supported better in a service which operates in an 'effective and safe' structure. This was expected to be met by February 28 although it has not been confirmed whether this has been delivered by the required deadline.
Furthermore, by May 31, the provider is expected to ensure that 'people's outcomes' are supported by more consistent and effective systems of care.
And finally, the service is expected to ensure that staff are well trained, competent and skilled enough to support people and are able to reflect on their practice in order to develop. This is also expected to be met by May 31.
A spokesperson for the Care Inspectorate said: “Our inspection in February identified important areas that need to improve so that the care experienced by people meets a standard they have a right to expect.
“We have reported on these requirements in the inspection report and will revisit this service to check on progress in due course.
“Anyone with a concern about care can contact us on 0345 6009527.”
Cornerstone insist that 'immediate steps' are now being taken to address the issues outlined by the Care Inspectorate.
Colin Phillips, Director of Delivery for Cornerstone said: “We have received the recent report from the Care Inspectorate and have taken immediate steps to meet all the requirements outlined.
"The health, wellbeing and safety of all the people we support is an absolute priority for Cornerstone and we are disappointed by the gradings which fall well below our exacting standards.
"We are working closely with the Care Inspectorate, Moray Health and Social Care Partnership (HSCP), and multi-disciplinary professionals to resolve issues and ensure delivery of an agreed comprehensive action plan with sustained improvements."
