Approved Social Accounts 2014

188 Pages·2015·2.69 MB·English

by  Social Accounts

APPROVED SOCIAL ACCOUNTS
July 2014 – June 2015

Highland Home Carers Ltd
1st Floor
3 Stadium Road
Inverness
IV1 1FF

01463 241196

www.highland-home-carers.co.uk

1
2
SOCIAL AUDIT STATEMENT: Highland Home Carers
The Social Audit Panel has examined the draft Social Accounts
submitted to us and discussed them in detail with Stephen Pennington
(MD), Jocelyn Mitchell, Jurgita Skleinike and Louise Cormack of
Highland Home Carers at the Social Audit Panel meeting held on 3rd
November 2015. I have examined the revised Social Accounts which
were prepared following the Social Audit Panel meeting and which
have taken into account various points identified in the notes* of the
Social Audit Panel Meeting. We also examined a sample of the data and the sources of
information on which the Social Accounts have been based.
We believe that the process outlined above has given us sufficient information on which to
base our opinion.
We are satisfied that, given the scope of the social accounting explained in the revised
draft and given the limitations of time available to us, the Social Accounts are free from
material mis-statement and present a fair and balanced view of the performance and
impact of Highland Home Carers as measured against its stated values and objectives
and the views of the stakeholders who were consulted.
In the notes of the Social Audit Panel meeting we identified a number of important issues
to be taken into consideration during the next social audit cycle. In particular we would
refer to the following:
a. continue to make progress in terms of reporting against the difference that
Highland Home Carers makes (outcomes focus)
b. consider a mechanism for collating conclusions and recommendations against
objectives and then tracking progress of action plans
c. refine the partner consultation – both the mechanism and questions to increase
participation, focus on values and data refinement (based on which service they
work in)

The members of the Social Audit Panel were:
Tracy Mitchell (SAN Social Auditor, Chair)
Matt Smith (NHS Highland)
Ian McNamara (Retired GP and Chair of Highland Senior Citizen’s Network)

Dated: November 18th 2015

* the notes of the Social Audit Panel meeting form part of the social accounting and auditing process and may,
by arrangement, be inspected along with the full social accounts at the offices of Highland Home Carers, 3
Stadium Road, Inverness IV1 1FF. Members of the Social Audit Panel have acted in an individual capacity.

3
CONTENTS
ANNEXES ............................................................................................................................................ 8
ABBREVIATIONS AND ACRONYMS ..................................................................................................... 9
1 INTRODUCTION ............................................................................................................................. 10
2 BACKGROUND INFORMATION ...................................................................................................... 11
2.1 Our history and structure ...................................................................................................... 11
2.2 Benefits of employee ownership – external research ......................................................... 13
2.3 Our commitment to Employee Ownership .......................................................................... 15
2.4 Our communication ............................................................................................................... 15
2.5 Our services ........................................................................................................................... 16
2.6 New developments................................................................................................................ 16
2.7 Our wider commitments ....................................................................................................... 19
2.8 Some of our achievements .................................................................................................... 19
2.9 Our finance ............................................................................................................................ 21
2.10 Our staff and organisational structure 2014/2015............................................................. 22
3 SOCIAL ACCOUNTING AND AUDIT................................................................................................. 23
3.1 Social Accounts 2013-2014 .................................................................................................... 23
3.2 On-going improvement and recommendations ................................................................... 24
3.3 Discussions with Inverness and Invergordon Operational Teams ....................................... 32
3.4 Discussion with Director of Operations ................................................................................ 34
3.5 Current cycle of social accounts 2014-2015.......................................................................... 35
4 REVISED MISSION, VALUES, OBJECTIVES AND ACTIVITIES 2014-2015 .......................................... 36
5 STAKEHOLDER ANALYSIS ............................................................................................................... 39
5.1 Full description of our stakeholders ..................................................................................... 39
a) Service Users ........................................................................................................................ 39
b) Partners ............................................................................................................................... 39
c) Financial ............................................................................................................................... 39
d) Purchasers............................................................................................................................ 40
e) Governance .......................................................................................................................... 40
f) Regulatory and statutory bodies ......................................................................................... 41
g) Suppliers .............................................................................................................................. 41
5.2 Stakeholder map and those consulted ................................................................................. 43
6 SCOPE AND METHODOLOGY ......................................................................................................... 44
6.1 Social Accounting Period ....................................................................................................... 44
6.2 Who did the work on the social accounts? ........................................................................... 44
4
6.3 Methodology ......................................................................................................................... 44
6.4 Scope ...................................................................................................................................... 45
6.5 Who has been consulted about what? ................................................................................. 45
a) Service Users ........................................................................................................................ 45
b) Partners ............................................................................................................................... 46
c) Non-Executive Board of Directors ....................................................................................... 47
d) Non-Executive Trustee of the EBT ....................................................................................... 47
e) Community – The Care at Home Improvement Group ....................................................... 47
6.6 Summary table....................................................................................................................... 47
7 REPORT ON PERFORMANCE AND IMPACT .................................................................................... 50
7.1 Mission ................................................................................................................................... 50
7.2 Objective 1. To enable Service Users to continue to stay in their own homes with our
support… ...................................................................................................................................... 55
FACTS ........................................................................................................................................... 55
OUTPUTS ...................................................................................................................................... 59
OUTCOMES .................................................................................................................................. 61
Comments, summary and recommendations on Objective 1 ................................................... 69
7.3 Objective 2. To be a fair and good employer and promote inclusion through being
employee owned company ......................................................................................................... 70
FACTS ........................................................................................................................................... 70
OUTPUTS ...................................................................................................................................... 72
OUTCOMES .................................................................................................................................. 76
Comments, Summary and Recommendations for Objective 2 .................................................. 84
7.4 Objective 3. To be an environmentally conscious company ................................................ 86
Comments, Summary and Recommendations for Objective 3 .................................................. 88
7.5 Objective 4. To promote and support community initiatives and charitable organisations
not necessarily directly involved with the company .................................................................. 89
Comments, Summary and Recommendations for Objective 4 .................................................. 91
7.6 Objective 5. To work with the NHS and others to improve social care in the Highlands ... 91
Comments, Summary and Recommendations for Objective 5 .................................................. 96
7.7 Objective 6. To be a financially viable company .................................................................. 97
a) Carrying out robust risk assessments in all our financial dealings and developing risk
mitigation strategies.................................................................................................................... 97
b) Developing robust and prudent strategic plans, budgets and cash flows to accurately
predict future investment and expenditure ............................................................................... 97
c) Seeking appropriate financial advice when required ........................................................ 98
5
d) Developing appropriate financial ratios to measure and assess our financial viability ... 98
e) Maintaining good relationships with financial partners .................................................... 99
Comments, Summary and Recommendations for Objective 6 ................................................ 100
8 OTHER STAKEHOLDER VIEWS ...................................................................................................... 102
a) Care Inspectorate .............................................................................................................. 102
b) Social Work ........................................................................................................................ 102
Comments, Summary and Recommendations for this section................................................ 103
9 ECONOMIC IMPACT ..................................................................................................................... 104
9.1 Introduction ......................................................................................................................... 104
9.2 Local economic impact ........................................................................................................ 105
Comments, Summary and Recommendations for this section................................................ 110
10 COMPLIANCE ............................................................................................................................. 111
11 ISSUES FOR ACTION AND RECOMMENDATIONS ....................................................................... 113
12 PLANS FOR DIALOGUE ............................................................................................................... 119
13 PLANS FOR THE NEXT SOCIAL ACCOUNTING CYCLE .................................................................. 120
APPENDICES ................................................................................................................................... 121
Appendix 1. Case Study - Sunderland Home Care Associates 20/20 Ltd ................................. 121
Appendix 2. Review meeting – letter to Partners .................................................................... 122
Appendix 3. Review meeting minutes – Partners (Inverness) ................................................. 123
Appendix 4. Review meeting minutes – Partners (Invergordon) ............................................ 124
Appendix 5. Review meeting – letter to Service Users & Family Members (Inverness) ......... 125
Appendix 6. Review meeting – letter to Service Users (Invergordon) .................................... 126
Appendix 7. Review meeting minutes – Service Users (Inverness) ......................................... 127
Appendix 8. Review meeting minutes – Service Users (Private Interview) ............................ 128
Appendix 9. Full Stakeholder Map ............................................................................................ 129
Appendix 10. Covering letter – Service Users ........................................................................... 130
Appendix 11. Questionnaire - Service Users ............................................................................ 131
Appendix 12. Covering Letter – Family Members .................................................................... 133
Appendix 13. Questionnaire – Family Members ...................................................................... 134
Appendix 14. Private Interview – Service Users ....................................................................... 136
Appendix 15. Covering Letter - Partners ................................................................................... 137
Appendix 16. Questionnaire - Partners .................................................................................... 138
Appendix 17. Questionnaire – The Care at Home Improvement Group ................................. 142
Appendix 18. Likes and Dislikes – Service Users ...................................................................... 144
Appendix 19. Likes and Dislikes – Service Users (Private Interviews) ..................................... 150
6
Appendix 20. Likes and Dislikes – Family Members ................................................................. 152
Appendix 21. Mission Statement – Views of Partners ............................................................. 153
Appendix 22. HHC Complaints Procedure ................................................................................ 154
Appendix 23. Service Quality – Views of the Service Users ..................................................... 155
Appendix 24. Private Interviews – Views of the Service Users (All comments) ...................... 159
Appendix 25. Views of the Family Members ............................................................................ 164
Appendix 26. The Difference we make – Service Users ........................................................... 165
Appendix 27. Quality of Employment – Partners ..................................................................... 170
Appendix 28. Communications within the service - Partners .................................................. 173
Appendix 29. Development - Partners...................................................................................... 174
Appendix 30. General comments – Partners ............................................................................ 176
Appendix 31. Environmental Policy .......................................................................................... 178
Appendix 32. Green Office Checklist ........................................................................................ 179
Appendix 33. Key Aspects Checklist ......................................................................................... 183

7
ANNEXES

1. Filled Questionnaires/Private Interviews/Focus Groups
2. Financial Reports
3. HHC Policy Manual
4. Minutes of the Staff Meetings
5. Newsletters
6. SCSWIS : Care Inspectorate Report 2015
7. Social Accounts Notes 2014-2015
8. Social Accounts Report 2013 – 2014
9. Social Accounts Summary 2013 - 2014
10. Training and Supervision Spreadsheet
11. Employee Induction and Training Passport

8
ABBREVIATIONS AND ACRONYMS

AGM – Annual General Meeting
ASPact – Adult Support and Protection Act
BII – Big Issue Invest
BT – British Telecom
CDS – Co-operative Development Scotland
COSHH – Control of Substances Hazardous to Health
EBT – Employee Benefit Trust
EOA - Employee Ownership Association
EOBs - Employee Owned Businesses
HHC – Highland Home Carers
HMRC – HM Revenue & Customs
HOE – Highland Office Equipment
HSE – Health and Safety Executive
ISF - Individual Service Funds
J & C – Johnston and Carmichael
MD – Managing Director
M&H – Moving and Handling
MS – Multiple Sclerosis
NHC – North Highland College
NHS – National Health Service
NHSH – NHS Highland
NMC – Nursery and Midwifery Council
Non EOBs - Non-Employee Owned Businesses
PEG Tubes - Percutaneous Endoscopic Gastrostomy (PEG) feeding tubes
PRC – Partner Representative Council
PVG – Protection of Vulnerable Groups
RGN – Registered General Nurse
RBS – Royal Bank of Scotland
SAN – Social Audit Network
SAP - Social Audit Panel
SAT – Social Accounts Team
SCSWIS – Social Care and Social Work Improvement Scotland
SDS – Self Directed Support
SIP – Share Incentive Plan
SSSC – Scottish Social Services Council
SVQ – Scottish Vocational Qualifications
SQA – Scottish Qualification Authority
THC – The Highland Council
TUPE – The Transfer of Undertakings (Protection of employment)
UKHCA - United Kingdom Homecare Association

9
1 INTRODUCTION
Social accounting and audit is a flexible framework which allows an organisation to build
on existing documentation and reporting systems and develop a process whereby it can
account for its social, environmental and economic performance and impact and then
draw up an action plan to prove, improve and be overall accountable to its key
stakeholders – prove, improve, account (SAN, 2011).
Highland Home Carers (HHC) was invited by Co-operative Development Scotland (CDS)
in 2007 to enrol in a Social Accounting and Audit Pilot Initiative which was led by the
Social Audit Network (SAN). This is the eighth set of Social Accounts that HHC has
produced, and on each occasion it has been a home-grown product. Following the
success of the initial pilot study, the company realised that Social Accounting was a
valuable method of measuring the quality of the service provided and gauging the
company’s impact on its main stakeholders. It also enabled HHC to receive vital feedback
on performance and areas which require improvement. The information gathered within
the Social Accounts assists HHC to improve practice thus benefiting Service Users and
Partners.
The Social Accounts Team for the period of July 2014 - June 2015, consists of Jocelyn
Mitchell (Involvement Person and a Trustee of the Employee Benefit Trust) and Jurgita
Skleinike (Social Accounts Co-ordinator).
Approved Social Accounts 2014 and Audit Summary can be seen on the HHC website
www.highland-home-carers.co.uk and the printed Audit Summary version can be provided
on request from the office.

10