Archived: New Writtle Street Also known as PCP Luton - 53 New Writtle Street

We rated New Writtle Street as requires improvement because:

• The provider was unable to demonstrate they had considered the risks posed by mixed sex accommodation. Female clients were situated in bedrooms next to male clients. Bedrooms did not have ensuite bathrooms, which meant that women would have to walk past men’s bedrooms to get to the bathroom. The provider had not fitted locks on the bedroom doors which posed a risk others could go into the rooms. This posed a risk to clients’ safety, privacy, and dignity. The provider had not completed a risk assessment of mixed sex accommodation, so were unaware of potential risks, or how these should be managed. The service was not accessible for people with disabilities. The service did not use key performance indicators and there were no auditing processes in place to monitor staff compliance.
• The door to the bedrooms did not have a lock. The provider did not have governance systems in place to monitor mandatory training, supervision, and appraisals for staff. The provider could not provide information on compliance rates.

However:

• Staff completed risk assessments of clients. If staff considered clients a risk of self-harm or suicide, staff would increase observation levels to reduce any risk identified. The provider covered shifts with sufficient staff of the right grades and experience. There was adequate medical cover for the service. A doctor was available on call should the staff require medical advice. If there was a medical emergency staff called the emergency services. Staff received safeguarding training and knew how to raise safeguarding alerts. Staff knew how to report incidents and what to report. Staff knew how to use the provider’s whistleblowing processes. Staff received feedback from the investigation of incidents during team meetings. Staff were open and transparent and explained to clients when things went wrong.
• Staff had good staff morale throughout the service. Staff told us they felt happy in their role and that senior colleagues supported them.
• All areas of the service were clean and tidy. The provider recently redecorated the service and installed new furniture. The service employed a cleaner who attended once a week. The service adhered to infection control principles. There were hand-washing facilities and disinfectant gel was located throughout the service. The service had policies and procedures in place for the use of observations and searching clients. The service had beds available when clients needed them.

• The service did not admit clients who were detained under the Mental Health Act. Clients were aware of the right to leave at any time. Clients received a comprehensive assessment following admission which covered substance misuse history as well as all other needs. Clients received a physical examination upon admission. Clients told us staff were very kind and caring and treated them with dignity and respect. Clients told us that staff were very responsive to their needs and very supportive. Staff showed clients around the service on arrival and provided a welcome pack containing information about the service. Clients gave feedback on the service they received. Clients attended community meetings in which they could give their input. Clients made private phone calls in bedrooms, and had access to outside space. Clients could personalise their rooms, and each room had a small safe and a lockable drawer to keep valuables secure.