Enable Scotland (Leading the Way) North-East Support Service
Recorded Key Question grade range: 3 — Adequate View on Care Inspectorate
Key Question scores
Requirements & recommendations
1. To ensure people experience consistent, safe and high-quality care, the provider should ensure all staff receive regular, meaningful one-to-one supervision that supports reflection, professional development and confidence. This is to ensure care and support is consistent with the Health and Social Care Standards (HSCS), which state: “I am supported to understand and uphold my rights.” (HSCS 2.3) “I have confidence in people because they are trained, competent and skilled.” (HSCS 3.14)
2. To improve safety and outcomes for people, the provider should strengthen how it analyses and shares learning from complaints, incidents and investigations to prevent recurrence and support reflective practice. This is to ensure care and support is consistent with the Health and Social Care Standards (HSCS), which state: “I experience high quality care and support based on relevant evidence, guidance and best practice.” (HSCS 4.11)
1. To support safe and person-centred care, the provider should strengthen staffing oversight and contingency planning. This should include, but not be limited to, avoiding missed visits, clearly communicating temporary cover arrangements, and ensuring digital systems used to monitor staffing are reliable and accessible to all staff. This is to ensure care and support is consistent with the Health and Social Care Standards (HSCS), which state: “My needs are met by the right number of people.” (HSCS 3.15) “I experience consistency in who provides my care and support.” (HSCS 4.16)
1. Requirements
1. By 10 September 2025, the provider must ensure that people are supported to move and walk safely, so that their dignity is upheld and risks of injury are minimised. This must be achieved by ensuring moving and handling guidance and procedures are consistently followed. To achieve this, the provider must, at a minimum: a) Ensure all staff have completed up-to-date training in safe moving and handling and can demonstrate competence in applying this in practice. b) Ensure accurate and up-to-date moving and handling plans are in place, reviewed after any incident or change in condition, accessible to staff and followed at all times. c) Ensure staffing levels are planned and maintained in line with assessed needs, so that two staff are always available when required for safe moving and handling tasks. d) Take immediate action where short staffing compromises safety or care delivery. This is in order to comply with: Regulation 4(1)(a
1. By 19 August 2025, the provider must ensure they improve their quality assurance systems and processes to support positive outcomes for people and to strengthen management and leadership. To do this the provider must, at a minimum: a) Quality assure the service’s performance through effective audits. This must include but is not limited to, medication, care plans, daily notes, risk assessments and staff observations. b) Ensure all staff receive regular, meaningful and recorded supervision that supports reflection, professional development and improved outcomes for people. c) Ensure complaints, incidents and accidents are accurately recorded and analysed, demonstrating a proactive approach and promoting a culture of improvement. d) Ensure the Service Improvement Plan (SIP) is actively used, regularly reviewed and clearly led by management, with contributions from staff and where appropriate, from people using the service and their families. Thi1. By 19 August 2025, the provider must ensure that people’s care and support needs are met effectively and that staffing arrangements are supporting positive outcomes for people. To do this the provider must, at a minimum: a) Ensure in advance that staffing arrangements can cover support visits. b) Ensure other support is in place when regular workers are off due to annual leave, sick leave or any other absences. c) Ensure support workers have long enough during visits, to sufficiently meet people’s assessed needs. d) Ensure visit schedules are issued in advance so that people know who will be supporting them and when. e) Implement a system for staff to log in and out of visits to monitor care delivery accurately. This is to comply with Regulation 4(1)(a) (Welfare of users) of The Social Care and Social Work Improvement Scotland (Requirements for Care Services) Regulations 2011 (SSI 2011/210) and2. By 19 August 2025, the provider must ensure that communication with relevant others is effective, timely and supports safe, person-centred care. To do this the provider must, at a minimum: a) Ensure timely and responsive communication with families, carers and professionals involved in people’s care. b) Provide clear and consistent updates to relevant others about changes in care arrangements or support needs. c) Establish systems that enable people using the service and their representatives to easily contact the service and receive prompt responses. d) Ensure staff are supported to share relevant information with others involved in care, while maintaining confidentiality and respecting people’s preferences. This is to comply with: This is to comply with Regulation 4(1)(a) (Welfare of users) of The Social Care and Social Work Improvement Scotland (Requirements for Care Services) Regulations 2011 (SSI 2011/210) and Section 7 of the Health
1. To support people’s health and wellbeing and improve the quality of their support, the provider should ensure that all documentation relating to people is accurate, up to date, accessible and clearly reflects their current needs, preferences, future wishes and legal status. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: ‘My needs, as agreed in my personal plan, are fully met, and my wishes and choices are respected’ (HSCS 1.23); and ‘I am fully involved in developing and reviewing my personal plan, which is always available to me’ (HSCS 2.17).