Blackwood East services a ‘five star success’



BlackwoodA housing support service has been heavily praised by the Care Inspectorate after it received a five star review for its services.

Blackwood’s East Support Services recently underwent a short-notice inspection which saw it awarded five stars for its commitment to person centred care, strong team work implementation and strong support from staff.

The inspection report revealed five star grades in the “staffing”, “care and support” and a four star grade in the “management and leadership” category.

Customers, in particular, reported high levels of satisfaction, praising the dedicated staff who encourage them to be independent and healthy, to live in their own homes and to be involved in the community.

Staff were also found to be attentive and approachable, as well as being respectful and considerate of customers’ opinions. Not only did staff seek out customer feedback, they also acted on it, therefore having a positive impact on people’s lives.

There is also a commitment to involving customers in recruitment, as all staff interviews involve a customer and customers fed back that this is a particularly worthwhile exercise.

Flora Hay, manager for Support Services in the East region, was thrilled with the Care Inspectorate report and its five-star review of the provision.

She said: “Both staff and customers were delighted with the score and feel it’s a great way to highlight the strong level of team work and support that exists within our services.

“We are very focused on ensuring our management team is supported and kept up-to-date with the best practices and wider developments that impact on the local service.

“All of our staff receive regular supervisions, have a high level of training and are enthusiastic and committed to their roles.

“There is definitely a real sense of a team ethic across the East and we are confident that our customers know and have working relationships with staff, to such a level where they feel able to express their needs freely.

Flora is also continually striving to improve the service and is thankful to the Care Inspectorate for providing further key points for the East to work on.

She said: “We are always trying to improve our service therefore it’s great to receive feedback from the Care Inspectorate on how to do this.

Blackwood chief executive Fanchea Kelly was also delighted with the housing support services report.

She said: “I’m thrilled with the five star review the East received for its committed and attentive staff and it’s great that the customers feel so at home and confident about sharing their opinions.

“It’s a testament to Blackwood’s commitment to providing a high level of care and support to customers and a further demonstration of our determination to provide respected and praised levels of care.

“The people who use Blackwood services are at the heart of shaping its future. Their experiences and input steer policy and innovation through involvement at Board level, in regional scrutiny panels and via tenant surveys.

“Therefore, it’s fantastic to know that one of the key strengths in the East is the care and support provided by the staff.”

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