Unit 28, Greenlands Business Centre

We have not previously inspected this location. We rated it as good because:

• The service had enough staff to care for patients and keep them safe. Staff were offered training in key skills and understood how to protect patients from abuse. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. They managed medicines well. The service managed safety incidents well and learned lessons from them.
• Staff provided good care and treatment, gave patients enough to eat and drink, and gave them pain relief when they needed it. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients and had access to good information.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.
• The service planned care to meet the needs of people, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for treatment.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.

However:

• Staff did not always understand local safeguarding processes across the different sites.
• The provider submitted evidence of good protocols in relation to managing patient safety across various clinical settings. However, staff knowledge during our site visit identified room for improvement.
• Completion rates of mandatory training, appraisals and supervisions were lower than the service’s target.
• Staff did not always have a good understanding of appropriate care management for patients living with dementia.
• Governance systems had not ensured staff working remotely were fully engaged and up-to- date with the service.