Updated 5 December 2016
We do not currently rate independent standalone substance misuse services.We found the following areas of good practice:
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The team consisted of a range of skilled workers with different expertise, who could offer their clients various nationally recommended treatment options to aid abstinence and recovery from substances.
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Clients who used the service were positive about staff and linked their reduction in substance misuse to the support staff had provided. Clients felt staff listened to them and treated them with respect, and received information to aid their treatment choices.
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Clients were assessed and treated in a timely manner. There were no waiting lists. Staff were reactive to their clients’ needs and could see them in outreach clinics or at home when required.
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The service dealt with complaints, incidents and safeguarding concerns effectively, and sought feedback from clients, to help them improve the service.
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They had developed links with other organisations to provide a holistic approach to their clients care, and regularly attended meetings with stakeholders to ensure they met their targets and achieved their performance outcomes.
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The service had developed shared care agreements with local GP practices. This meant clients could access prescriptions from their GP and receive the support of a worker from Swanswell at their local practice which was often more convenient.
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Managers monitored staff and team performance, which ensured they were maintaining their quality standards, and could identify areas that required improvements within regular supervision and team meetings.
However, we also found the following issues that the service provider needs to improve:
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Risk assessment documentation and recovery plans lacked detail and were not fully completed. They were not personalised to the client or goal focused. It was not clear whether clients had received a copy of their recovery plans. They did not contain a contingency plan with information about how staff would contact a client if they unexpectedly exited from the service.
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Staff mandatory training completion rates were low. This meant staff may not be able to carry out their roles safely and effectively. Staff were not routinely trained in psychological interventions to further enhance clients recovery.
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The client group room was not sound proofed and conversations could easily be overheard from the waiting area. Staff could not be sure that confidentiality was maintained.
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The service was not notifying the Care Quality Commission of deaths that required notification under their registration.