Consensus - Quality Report 2019/20

Consensus - Quality Report 2019/20

Quality Report 2019/20

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Welcome

It is a pleasure to present the Consensus Quality Report 2019/20 clearly demonstrating, the outcome of the commitment and hard work by so many people working within our organisation throughout the year. The report focuses on several quality measures we believe are key to us delivering our purpose of supporting opportunity, choice and success and evidences of how we continually strive to meet both our values and strategic objectives. My thanks go to everybody involved with Consensus and particularly to the individuals we support for the contribution they make to our lives and our colleagues who strive tirelessly to support individuals achieve great outcomes. Eddie Morgan Managing Director, Consensus

Consensus Quality Report | June 2019

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Consensus AT A GLANCE

At the end of 2018/19, Consensus supported over 662 individuals in Residential, Supported Living and Centre based opportunities in more than 90 sites across the UK. More than 1500 employees were employed on a full and part time basis in 2018/2019. The gender composition of the team was 74% female, and 26% male. As of March 2019, 99% of all Consensus Services were considered as fully meeting regulatory standards. This was an increase of 1.0% on the previous year. In addition, we are proud that 4 of our Residential Services were rated as ‘Outstanding’ by CQC. During the year Consensus was successful in opening 1 new Supported Living Service and have invested in the development of 4 new Residential and Supported Living Services,

expanding our reach across the UK and offering accommodation for a further 35 people with learning disabilities.

We are also proud that individuals we support continue to be involved in the recruitment of new colleagues to our organisation at all levels. Learning and Development opportunities were available to all colleagues within Consensus exceeding targets set for mandatory and care certificate training. These included development opportunities for key colleagues looking to further their leadership and management skills through our Stepping Stones to Managers and Future Leaders Programmes, which attained the Princess Royal Training Award in 2018.

99% OF ALL CONSENSUS SERVICES MEETING REGULATORY STANDARDS

4 OF OUR RESIDENTIAL SERVICES WERE RATED AS ‘OUTSTANDING’

SUPPORTING 662 INDIVIDUALS IN RESIDENTIAL, SUPPORTED LIVING AND CENTRE BASED OPPORTUNITIES

EMPLOYING 1,500+ FULL AND PART TIME COLLEAGUES

OPENED 1 NEW SUPPORTED LIVING

SERVICE AND DEVELOPING 4

2018 /2019

NEW RESIDENTIAL AND SUPPORTED LIVING SERVICES ACROSS THE UK

BY CQC AND 1 BY OFSTED

2018 /2019

2018 /2019

2018 /2019

GENDER COMPOSITION 74% FEMALE 26% MALE

2018 /2019

INCREASE ON PREVIOUS YEAR +1.0%

90 SITES ACROSS THE UK

OFFERING ACCOMMODATION FOR A FURTHER 35 PEOPLE WITH LEARNING DISABILITIES

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Continuous Improvement

THE PROGRESS WE HAVE MADE We have made good progress on a number of key focus areas. • Accidents and Incidents – showed a steady state • Complaints – showed a downward trend in the year • Compliments – showed an upward trend in the year. • SOVA’s* – showed a steady state.

OUR COMMITMENT Consensus is committed to encouraging a culture of continuous improvement and regularly reviews performance trends across the organisation. Our aim here is to ensure that we are aware of and responding to, a range of issues that may impact on the lives of the individuals we support.

2018 /2019 COMPLAINTS SHOWED A DOWNWARD TREND

2018 /2019 COMPLIMENTS SHOWED AN UPWARD TREND

2018 /2019 ACCIDENTS AND INCIDENTS SHOWED A STEADY STATE

SOVA’S

2018 /2019 SOVA’S SHOWED A STEADY STATE

*SOVA - Safeguarding of Vulnerable Adults

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Stakeholder Feedback

SUPPORTED INDIVIDUALS

RELATIVES

COLLEAGUES

89 %

88 %

91 %

*The above positive feedback rates are based on average response rate across all stakeholders of 51%

GOOD GOVERNANCE Our Best Practice Group, comprising of key operational colleagues has met regularly and made improvements to practice across the organisation, including the continued review of many operational policies in line with good practice.

PRIORITIES FOR 2019/20 • To ensure Service specific training levels are at 80% (rolling 12-month average) by March 2020 • To ensure Care Certificate completions are achieving 100% within 20-week probationary period by March 2020 • To proactively promote and evidence a culture of continuous improvement within Consensus. • To ensure all individuals receiving support are reviewed within the year, to ensure their aspirations continue to be met by March 2020 • To develop and implement active support approaches in pilot Services by March 2020 • To maintain baseline 96% compliance in both external and internal inspection throughout the year by March 2020 • To deliver financial and occupancy targets in line with 2019/20 budget by March 2020

• To deliver on our STOMP objectives and reduce number of Restrictive Physical Interventions by March 2020 • Every Service within Consensus to have had a quality audit by the new Quality Auditors by March 2020 • To deliver new business growth in line with expectations set by March 2020 • To ensure all colleagues continue to be supported and receive supervision and appraisals, in line with the Consensus Support and Development Policy. • To reduce colleague turnover to 32% in line with Service and regional targets by March 2020 • To reduce colleague absence rates in line with Service and regional targets to 3% by March 2020 • To ensure mandatory training levels are at 90% (rolling 12-month average) by March 2020

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Compliance with External Regulators

99% +1%

COMPLIANT ACROSS INSPECTORATE BODIES IMPROVEMENT OF 1% SINCE 2018/19

OUR COMMITMENT Consensus provides support and accommodation across the UK and is therefore regulated by the Care Quality Commission (CQC), the Care Inspectorate Wales (CIW), the Scottish Care Inspectorate (SCI) and Ofsted. We are committed to achieving the highest possible standards. COMPLIANCE ACROSS THE UK We were 99% compliant at the end of March 2019 across inspectorate bodies, CQC, CIW, Ofsted and The Scottish Care Inspectorate. This represents an improvement of 1.0% during this period.

Residential services with and without nursing Supported living services Centre-based opportunities Short breaks Prader-Willi Syndrome services

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Growing our Organisation

INVESTING IN THE DEVELOPMENT OF 5 BESPOKE ACCOMMODATION AND SUPPORT SERVICES INCREASED THE NUMBER OF LA’S AND CCG’S WE ARE WORKING WITH TO 135 LA’S WITH 9 SUCCESSFUL LA FRAMEWORK BIDS

EXPANDING OUR SUPPORTED LIVING SERVICES, ADDING 7 TENANCIES FOR PEOPLE WITH A RANGE OF COMPLEX NEEDS SELECTED BY BOLTON MBC TO PROVIDE A SPECIALIST SUPPORTED SERVICE

OUR COMMITMENT We have continued to deliver on our commitment to grow our organisation across the UK to meet national and local priorities. In response to the increased interest in our offer we have restructured our Development, Referrals and Partnerships teams, increasing our capacity and the investment to support growth. We continue to build strong relationships within local communities and with the people we support by recognising not just the pressures faced by commissioners but also the hopes and aspirations of people with learning disabilities. By building on these partnerships we have continued to improve or effectiveness in achieving great outcomes. RESPONDING TO CHANGE During 2018/19 we have continued to invest in existing Services with further investment in 3 of our Services to provide more bespoke accommodation ensuring they remain relevant to today’s demands and expectations. In this way we continue to support Commissioners to deliver the Transforming Care Agenda and meet a range of complex needs. NEW OPPORTUNITIES We have continued to expand the number of Local Authorities (LA’s) and Clinical Commissioning Groups (CCG’s) we work with across the UK and now provide services to 135 separate commissioning bodies. During 18/19 we were successful in 9 bids to be included on Local Authority Frameworks across the UK and were awarded a tender for the provision of a ‘Supported Living’ Service in Bolton. NEW DEVELOPMENTS We have funded, developed and opened a bespoke Supported Living Service within Suffolk and will complete the development of new provision commenced during the year in Surrey and Sutton. These will be opened during April and May 2019. During the year we also began the development of services in Lancashire and Bolton. We continue to focus on developing services alongside CCG’s and LA’s to provide solutions to the high ambitions of the Transforming Care Agenda and more generally for people with complex needs.

BOLTON CONTRACT WIN We are pleased to have been selected to provide a new Supported Living Service in Bolton, further strengthening our partnership with the Borough. During 2018/19 we have added a further 7 tenancies and placements to the accommodation we can offer to people with a range of complex needs. And have commenced the development of another 14 tenancies which will be available in 2019. SUPPORTED LIVING GROWTH As renowned specialists in providing PWS support, we were proud to have been selected by Hampshire County Council to work with them and Golden Lane Housing to provide a specialist Supported Living Service for individuals with Prader-Willi Syndrome. PRIORITIES 2019/20 • Consensus aims to improve its collaboration with the individuals we support through the expansion of the Referrals and Partnerships role. Engaging colleagues and other stakeholders in the co-production of services for people who are ready to move on from their current accommodation. • We will expand on our engagement with key stakeholders. Using this engagement to inform our development plans and focus our investment. • We have identified a further 3 Services requiring investment during 2019/20 to remain focused on local priorities and meet the changing needs of the individuals we support now and those we may support in the future. We will continue to review all our Services to ensure expectations of our existing customers as well as offer new opportunities for people who may want to live with Consensus. • New Residential and Supported Living Services are already planned for opening in Surrey, Sutton, Bolton and Lancashire.

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Supporting Independence

OUR COMMITMENT We are committed to ensuring that the individuals we support live full, active and meaningful lives as part of their local community. We support them to develop skills that enable them to live as independently as possible ensuring that they have opportunities to grow, can make choices about their lives and can be successful in all that they want to do. PRIORITIES 2019/20 • We will continue to seek to offer opportunities to more individuals within our Residential and Supported Living Services. • We will further refocus, redesign and invest in existing Services, where necessary, to offer more bespoke accommodation able to support and encourage greater independence. • We will enhance and enrich further, the lives of those supported by us through a structured approach to the delivery of ‘Active Support.’

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LIVING WITH CONSENSUS

PERSON CENTRED ASSESSMENTS 112 -16%

JOINING RESIDENTIAL OR SUPPORTED LIVING 55 +4%

CENTRE BASED OPPORTUNITIES 48

SUPPORTING CHILDREN 10

WE SUPPORTED AN AVERAGE OF

WE ALSO SUPPORTED 10 CHILDREN IN OUR SPECIALIST TRANSITION SERVICE IN IPSWICH TO LIVE THEIR LIVES TO THE FULL, SUPPORTING THEIR CONTINUED EDUCATION, CLOSE TO THEIR FAMILIES.

OUR REFERRALS TEAM LED 112

FOLLOWING ASSESSMENT,

48 INDIVIDUALS IN OUR CENTRE BASED OPPORTUNITIES SERVICES EACH WEEK ACROSS THE UK.

PERSON CENTRED ASSESSMENTS OF PEOPLE REQUESTING SUPPORT FROM CONSENSUS THROUGHOUT 2018/19. THIS WAS A REDUCTION OF 16% ON THE PREVIOUS YEAR.

55 PEOPLE JOINED US AND CAME TO LIVE IN ONE OF OUR RESIDENTIAL OR SUPPORTED LIVING SERVICES ACROSS THE UK.

MOVING ON

POSITIVE BEHAVIOUR SUPPORT In recognition of the increasing complexity of need of many of the individuals we support we introduced our own Positive Behaviour Charter and invested further in our Positive Behaviour Support Team, its reach and capabilities.

TRANSITION TO ADULT SERVICES

MOVING OUT OF HOSPITAL BASED SETTINGS

MOVING INTO THEIR OWN ACCOMMODATION

WE HAVE SUPPORTED 2 INDIVIDUALS TO TRANSITION FROM CHILDREN’S SERVICES TO ADULT PROVISION.

WE SUPPORTED 6 INDIVIDUALS TO MOVE OUT OF HOSPITAL-BASED SETTINGS IN TO LESS RESTRICTIVE ACCOMMODATION.

WE HAVE SUPPORTED 14 INDIVIDUALS TO MOVE INTO THEIR OWN TENANCIES INCLUDING 8 INTO TENANCY-BASED ACCOMMODATION PROVIDED BY OTHERS.

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Developing our Team

Our commitments in 2019/2020 are: NEW STARTERS That the organisation will reduce the number of colleagues that leave within their first 6 months service by 50%. We will do that through the introduction of a clear framework within which all Service Managers will work to ensure that all new starters are properly inducted, feel fully supported and welcomed from day one, with development plans and objectives in place. SERVICE MANAGERS DEVELOPMENT Consensus will ensure that all Managers have completed induction, development training and have clear objectives and targets for the year. PRACTICE SUPPORT AND LEADERSHIP All Services will complete the Practice Leadership Course, we recognise that continuous improvement not only improves the lives of the people that we support but also helps to ensure our colleagues experience a ‘Great Day at Work’. LOCAL RECRUITMENT AND RETENTION PLANS All Managers have a local recruitment and retention plan that reflects Consensus’ commitments, as well as any more localised issues, such as geography.

OUR COMMITMENT At Consensus we continue to focus on developing our teams, we realise that our colleagues are our most important asset and that to deliver outstanding services requires us to ensure we have engaged and happy staff teams. Over the past 12 months we have continued to build on our successful Developing Leadership Skills programme. 21 colleagues have now worked through that programme alongside 14 colleagues who have been developing through our Stepping Stones to Managers Programme. Between January and March 2019, we held three ‘Stay, Develop, Grow,’ conferences that focused on the sector wide issue of recruitment and retention.

RECRUITING COLLEAGUES

26%

654 new colleagues joined Consensus in 2018/19. The composition of our workforce is 74% female /26% male.

74%

RETAINING COLLEAGUES With the introduction of Values Based Recruitment we remain confident that we are recruiting colleagues who share our vision and values, enhancing and building upon our positive culture. Initiatives have been implemented locally and across the organisation, including an improved colleague benefits scheme, careers ladder, long service awards and a recognition scheme to improve engagement with, and retention of, colleagues.

Consensus Quality Report | June 2019

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The Consensus Career Ladder

SERVICE MANAGER/COMMUNITY SUPPORT MANAGER

DEPUTY MANAGER/ TEAM CO-ORDINATOR

SENIOR SUPPORT WORKER TEAM LEADER EXCEEDING COMPETENCY

TIMELINE: 24 MONTHS+

TIMELINE: 12-24 MONTHS

SENIOR SUPPORT WORKER TEAM LEADER ESTABLISHED/DEVELOPING

TIMELINE: 12-24 MONTHS

TIMELINE: 0-52 WEEKS

SENIOR SUPPORT WORKER TEAM LEADER NEW ROLE/DEVELOPING

TIMELINE: 0-52 WEEKS

TIMELINE: 0-26 WEEKS

SUPPORT WORKER EXCEEDING COMPETENCY

TIMELINE: 0-26 WEEKS

SUPPORT WORKER ESTABLISHED/DEVELOPING

TIMELINE: 24 MONTHS+

SUPPORT WORKER NEW ROLE/DEVELOPING

These levels are: • Level 1 – New to role/Developing within the role

POLICY STATEMENT: Within Consensus performance is measured against our values statement and expectation is that all colleagues strive to achieve these values in all their efforts and enshrine our commitment of continuous improvement in all that we do. In line with this commitment of continuous improvement, Consensus have developed a career ladder/ pathway to support and encourage all colleagues to develop their skills and knowledge and future potential within the organisation. The Consensus Career Ladder was introduced in 2017 and was initially aimed at Support Workers and Team Leaders, but now all roles within Consensus have a clear Career Ladder Policy and competencies. The Career Ladder is due update once more in April and May of 2019 with additional new levels coming into effect 1st June. Consensus aim to achieve our purpose of supporting opportunity, choice and success for all colleagues, as well as for the individuals we support. The implementation of the Career Ladder within the organisation supports this purpose, focusing on colleague’s development as well as enabling opportunity to reward achievements. In addition to the personal development opportunities, the Career Ladder also enables colleagues to be rewarded financially, with the introduction of pay scales in line with the three steps identified within the Career Ladder. The Career Ladder identifies three levels within key roles across Consensus, providing a clear pathway for colleagues to develop their skills and knowledge, as well as opportunities to prepare for promotion, if this is something of interest.

• Level 2 – Established within the role • Level 3 – Excelling within the role AS IT STANDS:

• 441 colleagues are at Level 1 (33%) • 712 colleagues are at level 2 (54%) • 168 colleagues at level 3 (13%) • When the Career Ladder was reviewed in April/May 2018,

256 colleagues moved up a level (19%) To continue to support colleague progress, we aim to have: • Clear Policy and Guidance for Managers to undertake review.

• Development of Future Leaders, Stepping Stones to Managers and Developing Leaders Programmes. • Access to Apprenticeship and Vocational qualifications. • As new Services develop, opportunities for promotion increase.

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Building Capacity

OUR COMMITMENT Consensus has furthered its commitment to add to the debate on how to build capacity and bespoke solutions both locally and nationally that can support opportunity, choice and success for the individuals we support and our colleagues at a time when pressure on the sector continues to grow. We continue to seek opportunities to work collaboratively with stakeholders from across the sector in a changing environment to challenge, support and influence in regard to policy and guidance, thereby contributing to a sustainable workforce and models of support and accommodation. LOCAL PARTNERSHIPS During 2018/2019 we continued to engage within our local communities through maintaining and expanding our membership of Learning Disability Partnership Boards and Stakeholder Forums. Our Development and Partnerships Team continues to meet with lead Commissioners across the UK to develop and co-produce local service solutions and share experiences across the UK. This continues to deliver new and innovative solutions to the challenges being faced by the sector. NATIONAL PARTNERSHIPS AND STAKEHOLDER GROUPS We continue to be active members of Care England, LDEngland and LD Voices, supporting a variety of initiatives and contributing to the debate about how providers can work with stakeholders collaboratively to address the challenges faced by the sector. We have engaged with CQC to gain greater understanding of the aims of Registering the Right Support and with the ‘Transforming Care Programme’ to support the sharing of learning through peer reviews and stakeholder forum. We have also met with MP’s Norman Lamb and Sandy Martin to highlight our concerns over the need for a continuation of the focus on Transforming Care. This has enabled us to provide insight, feedback and thought leadership, internally to shape our plans and focus our resources and externally to promote the needs of people with learning disabilities and/or additional complex needs. We have continued to develop our relationship with ADASS* supporting their spring conference and continuing the conversation on sector issues. We responded to the introduction of Registering the Right Support and have published our document, Exceeding the Expectation to support our stakeholders to understand our approach and how we meet the guiding principles that underpin Registering the Right Support.

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We continue to develop our partnership with Surrey County Council and other support providers within the Positive Behavioural Support (PBS) Network and were proud to be part of the launch of the PBS Best Practices Approach at the House of Commons in October 2018. • We continue to engage within local communities • Becoming members of Learning Disability Partnership boards and forums • We meet with lead Commissioners across the UK to develop and co-produce local service solutions • We are active members of Care England, LDEngland and LD Voices supporting initiatives and working collaboratively to address the challenges faced by the sector • We have met with local MP’s with focus on the Transforming Care Agenda • We provide insight, feedback and thought leadership with a view to shaping future policy and the provision of support • We work with local Councils and other support providers to establish the approach to services for people who present challenging behaviour PRIORITIES FOR 2019/20 • We will continue our commitment to engage in local and national debates about the future of services for people with learning disabilities. • We will continue to explore and expand partnerships with Housing Associations and other providers, enabling us to provide further specialist support for individuals in their own tenancies. • We will look to enhance opportunities to make a greater commitment to our social equity- contribution to the local communities in which we work.

*The Association of Directors of Adult Social Services.

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Loud and Proud

AWARDS WON During the year we were delighted to be recognised as a provider of quality support through our many award shortlisting’s and through our colleagues who have received awards for their dedication and commitment to their roles, the people we support and the sector. WINNERS 2018 - 19 Princess Royal Training Awards 2018 The Future Leaders Programme National Care Awards Learning Disability Service Manager of the Year Jill Cowdry – The Grange Wales Care Awards Care Practitioner Supported Living Award Barbara Sharland, Support Worker – Glynhir & Pentwyn – Silver Award Leading Practice in Learning Disability & Mental Health Services Award Stefan Jenkins, Ty Hendy – Bronze Award Great British Care Awards – East of England The Care Newcomer Amy Humphreys, Blakeney House The Care Team Redan Street, Ipswich The Great British Care Awards – North West

OUR COMMITMENT We are committed to recognising and rewarding success within Consensus and the wider learning disability sector, and actively work with our colleagues to ensure their achievements are recognised, valued and promoted. We encourage colleagues to be Loud and Proud about great outcomes, innovative ideas and personal achievement for themselves and the people we support and share the narrative of our success through our internal bi-weekly bulletin In Focus, and our quarterly publication; All Together Now , our website; consensussupport.com , our Twitter feed; @ConsensusLD and our Facebook page and via entry into internal and external awards.

The Frontline Leaders Award Charlotte Edwards, Cheshire House The National Great British Care Awards The Care Team Redan Street, Ipswich

SPONSORSHIPS During 2018/19 we were delighted to sponsor the Fulfilling Lives Conference in Manchester, the ADASS, The Learning Disability & Autism Awards, The National Care Awards, and The Care Workers Charity.

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Winners 2018-19

National Great British Care Awards Redan Street, Ipswich

Wales Care Awards Barbara Sharland, Glynhir & Pentwyn

Great British Care Awards Amy Humphreys, Blakeney House

Great British Care Awards Charlotte Edwards, Cheshire House

Wales Care Awards Stefan Jenkins, Ty Hendy

The National Care Awards Jill Chowdry, The Grange

Princess Royal Training Awards The Future Leaders Programme

Supporting opportunity, choice and success

Bradbury House, 830 The Crescent, Colchester Business Park, Colchester, Essex CO4 9YQ

T: 0808 223 5320 E: [email protected] W: consensussupport.com @ConsensusLD www.facebook.com/ConsensusLD (Search for Consensus Support Services)

Consensus Support Services Ltd. Registered in England No 04081379 Registered Office Bradbury House 830 The Crescent Colchester Business Park Colchester Essex CO4 9YQ Part of MHL Holdco Limited Registered in England No 08585667 Trading as “Consensus”

Consensus Quality Report | June 2019