Better Outcomes for People with a Learning Disability

Quality Network Public Statements

020 7511 2830

Service Review 2002

Our Services

Heritage Care is a not for profit organisation. It provides residential, supported living, day activities, respite and domiciliary/homecare for adults with learning disabilities, mental health support needs, and older people.

The review looked at the service provided by New Avenues Day service. New Avenues provides day opportunities for people with learning disabilities, sensory and physical impairment, and people with mental health problems. It is developing a community based service for people with all levels of ability and disability, enabling service users to build relationships within the community by respecting and empowering them. It is developing a "person centred" service, to ensure that services meet the needs of service users.

New Avenues runs sessions and activities on site and in the community. Sessions include: Art and Craft, Music, Living Skills, Sports and Fitness, Sensory stimulation, Physiotherapy and Hydrotherapy, Supported employment initiatives, and a social and recreational programme.

New Avenues has around seventy service users, many of whom originate from seventeen Heritage Care residential care homes and supported living projects in Newham. New Avenues also supports eight service users who have learning disabilities and complex needs, Monday to Friday, 10-4, who live at home.

The Service Review

The review of New Avenues took place in February 2002.

Six service users were visited as part of the review. The review team members were:-

• Day Services Co-ordinator
• Two Day Centre Support Workers
• Registered Care Home Manager
• Supported Living Project Manager
• Care Services Manager

We received support from our Quality Coach, Nicky Newberry.

Findings

We found that the following things were going well for the people we visited:-

• Service users like going to New Avenues.
• Service users get the opportunity to socialise.
• Staff commitment is high.
• Service users are given the opportunity to earn money.
• New Avenues helps integrate service users into the community.
• Service users feel safe at New Avenues.
• Service users can gain national recognised qualifications.
• Service users are involved in recruitment.
• Service users are treated with respect.
• Service users are listened to and responded to.

We found some important areas where the service needs to change:-

• Individual Plans need to be redone, and be more person centered.
• Families and any other interested parties need to become more involved in the service, if they wish to be so.
• Communication between New Avenues and the service users homes, needs to be improved.
• A system of joint working needs to be developed.
• Opportunities for service users to share interests with other people in the community need to be developed.
• The culture of constructive feedback needs to be developed.
• New Avenues needs to develop a keyworking system.
• A review system needs to be in place.
• Awareness and respect of service users ethnicity needs to be developed.
• Barriers between New Avenues and the residential services need to be broken down.
• Transport issues need to be addressed.

For more information please contact:-

Kate Besley,
Assistant Care Auditor,
New Avenues,
285-287 Barking Road,
Plaistow,
London,
E13 8EQ

Telephone:-020 7511 2830

OR

Michael Farrell,
Day Services Co-ordinator,
(Address as above)
Telephone:-020 7476 3999

The Service Review

The review of New Avenues took place in February 2003.

Six service users were visited as part of the review. The review team members were:-

• Day Services Co-ordinator
• Two Day Centre Support Workers
• Registered Care Home Manager
• Care Auditor
• Employment Co-ordinator

We received support from our Quality Coach, Nicky Newberry.

Findings

We found that the following things were going well for the people we visited:-

• New Avenues provides a safe haven for many service users.

• Most service users want to go to New Avenues.

• New Avenues provides some good services, such as sensory sessions, and 1 to 1 sessions.

• There are good relationships between staff and service users, and service users get the opportunity to form friendships with each other at New Avenues.

• Staff are hardworking and are willing to learn.

• Some activities have become more individualised.

• Relationships between residential services and New Avenues have greatly improved.

• There is less of a barrier between social services all day placements and Heritage Care service users.

• The atmosphere at New Avenues is overall very positive and open.

• Everywhere in New Avenues is accessible.

We found some important areas where the service needs to change:-

• Service users cultural needs need to be actively supported.

• Staff need to find ways of listening to service users, particularly those who are less able.

• The environment needs to be made safe and appropriate for those service users with sensory and complex needs.

• Care plans need to be implemented.

• An induction system needs to be in place for new service users.

• A system needs to be in place which supports service users to move on.

• Local resources need to be used more.

• New Avenues needs to reflect on why big things are dome, and needs to concentrate on achieving the smaller things.

• The fact that some service users activities are affected by where they live needs to be explored.

• Staff need to feel more empowered in order to be flexible, and therefore meet service users needs.

For more information please contact:-

Kate Besley,
Assistant Care Auditor,
New Avenues,
285-287 Barking Road,
Plaistow,
London,
E13 8EQ

Telephone:-020 7511 2830

OR

Anna Munroe,
Day Services Co-ordinator,
(Address as above)

Telephone:-020 7476 3999