First Glimpse Also known as 18 Kent Road

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

• The service had enough staff to care for service users and keep them safe. Staff had training in key skills, understood how to protect service users from abuse, and managed safety well. The service-controlled infection risk well. Staff assessed risks to service users, acted on them and kept good care records. The service knew how to manage safety incidents well. Staff collected safety information and used it to improve the service.
• Staff provided good care and treatment. Managers monitored the quality of the service being provided and made sure staff were competent. Staff worked well together for the benefit of service users and had access to good information.
• Staff treated service users with compassion and kindness, respected their privacy and dignity, took account of their individual needs and helped them understand their treatment. They provided emotional support to service users, their families and loved ones.
• The service planned care to meet the needs of their customers. People could access the service when they needed it and did not have to wait for their results.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the services’ vision and values and how to apply them in their work. Staff felt respected, supported, and valued. The service was focused on the needs of the service users receiving care. Staff were clear about their roles and accountabilities. The service engaged well with service users to plan and manage services and all staff were committed to improving services.

However:

• The service did not have a hearing loop for women with hearing impairments or access to information in braille for women with sight impairments.
• Some service policies needed to be reviewed to match the specific needs of the service.