Toller Road - About Toller Road
Toller Road is a large three story semi-detached house with its own private garden situated on the outskirts of Leicester. Everyone at Toller Road has their own en-suite bedroom and they are encouraged and supported to personalise their rooms. There is a communal lounge and another open plan dining room and lounge area with access to the garden. There is a life skills kitchen where people can menu plan and prepare their own drinks, snacks and meals. There are local shops and other amenities which people can access.
Toller Road has a dedicated activities coordinator who supports service users to have individual person centred activity plans. Individual needs and interests of people are established by working with the person, their family and the people who know them best. At Toller Road we enable people to structure their time; build relationships and establish a balance between therapy, self-care, work and leisure as appropriate to their individual needs. Service users are supported to participate in social activities that may be of interest to them through the wellestablished network of community based groups.
Toller Road - Family Matters
At Toller Road we know that the people we serve are part of a wider circle of family, friends and networks that are important to them and therefore, important to us. We ensure that family and carers are fully involved in processes such as the Care Programme Approach (CPA), recruitment and in evaluating the service we provide. We work in partnership with them to ensure we provide the right service for their relative but also to support them in their own right as a family carer. Family carers and important others are encouraged to develop good contact arrangements with staff at Toller Road. We look forward to receiving visitors as well as updates from family carers and friends by email, phone or Skype.
The Danshell Family Carer Forum is run independently by a group of family carers with representatives from every region of the UK. The forum facilitates family carers to ask questions, discuss worries and support one another. It produces a quarterly newsletter which helps families share experiences as well as keeping people up to date with benefit information, legislative changes and relevant Danshell developments.
Toller Road - Personal Activities Plan
Toller Road has a dedicated activities co-ordinator who supports service users to have individual person-centred plans. The wants, needs and interests of each individual are established through a variety of sources of information and communication with key people.
Service users are supported to participate in social activities that may be of interest to them through the well-established network of community based groups in Stoneygate and the wider Leicester area.
Charlotte - Activity Co-ordinator - Toller Road
I am the full time activity co-ordinator at Toller Road. I support people to plan their individual activity programmes. These are planned during one to one sessions and in the weekly service user forum and during review meetings in partnership with the person we are supporting.
When planning activities I make sure they are built around the wishes and interests of each person. People have their own activity planner which they keep and these are developed in a communication style to suit their needs. People can access leisure centres for gym and exercise classes as well as a local learning disability community service which offers disco evenings, pool tournaments and social and friendship groups. Toller Road has its own transport which people use to access the coast, trips to the zoo, local parks and other places of interest.
The people we serve at Toller Road can access local college courses and are supported to gain a work placement either paid or voluntary should they wish to.
Independent skills are encouraged through a variety of activities and these include shopping, budgeting, cooking and laundry skills. Service users plan and facilitate parties and special events at Toller Road to which they invite family and friends to attend.
Whatever activity the people ask for, we try our best to achieve this. We encourage service users to experience new activities and promote positive risk taking in their lives.
All the activities are within the CQUIN recommendations of at least 30 hours of meaningful activities per week.
Toller Road - Positive Behaviour Support
Many of the people we serve at Toller Road have behaviours that challenge services. We believe that we have to make a long term commitment to providing the right support for each individual to improve their quality of life. This does not mean that people need to remain in the same place but rather we continue to support them in a person centred way along their care pathway and ensure that what we learn about the person and the best way to work with them, is respected, applied and built on.
Importantly, our way of working supports people to be included in their own communities and promotes choice and control, the development of skills and alternative strategies for coping with challenging situations.
To enable this to happen we implement a range of interventions including:
- Functional Assessment of Behaviour.
- Personal Positive Behavioural Support Plans.
- Individualised activity and skill acquisition programmes.
- Education and employment opportunities.
- Specialist assessments of need and risk e.g. HCR-20.
Toller Road - A Safe Place To Be
Our organisation is committed to delivering care and support in a safe, dignified and respectful manner. We have an extensive governance system called “Safe, Sound and Supportive” that monitors individual and organisation performance against a range of safety and outcome indicators. Using electronic reporting systems we are able to monitor and act swiftly in response to incidents or untoward events. Our systems and structures provide what we believe to be a ‘gold standard’ approach to securing service user safety.
Across all services there is an independent and confidential whistle blowing policy and service for all staff to use if they are worried about service user safety, care and wellbeing.
Toller Road - Service User Involvement
We support and encourage people to say how they feel about all aspects of the service they receive and we give them the tools and support to do this. This includes their views about how we deliver support to them, their care plans and the activities they want to do. At Toller Road we support people to be part of their service user forum. Here, they can tell us what matters to them, their points and actions are noted. This is then created in an accessible form and fed back to the manager to act on and feedback to the group. We also support people to attend the regular regional service user forums which are a great way for individuals to meet new people from other services and exchange ideas.
A number of service users have been trained as Experts by Experience or Quality Checkers. Their role is to be part of the Quality Development Review Team who inspect services to make sure they are good. We also train and support people to be a valued member of the recruitment and interview process in many of our services. We have devised policies, communication and measuring tools to enable this to happen across all of our services. Feedback from the people we serve is vital to making sure we are doing things well. As well as the Forums we have post CPA and service user exit questionnaires which are used to support people to do that. Adapted questionnaires are used for people who need support in communication and that way we can be sure all voices are heard and acted upon. All feedback is collated and fed back to the board.
The advocacy group working at Toller Road is called VoiceAbility and everyone we serve has access to an independent advocate.
Danshell is committed to developing services that reflect what the people who use our services and their families tell us is important. This includes ensuring they, their family and carers are fully involved in processes such as the Care Programme Approach (CPA) and in evaluating the service we provide.
Toller Road - Staff Support
The service is staffed 24 hours a day, seven days a week, with a registered nurse on duty at all times. The team is made up of the service manager, nurses, support workers, an activity co-ordinator, and other ancillary staff.
At Toller Road our staff are specially trained to meet a range of health and social care needs including helping people to manage long term conditions such as dementia, diabetes and epilepsy. We strive to care for people in the least restrictive way and to adhere to the values and principles of Positive Behaviour Support (PBS).
We are committed to the learning and development of our staff and have created a strategy to reflect the importance of increasing people’s confidence, knowledge and expertise.