CGL Inspire East Lancashire

Our rating of this location improved. We rated it as outstanding because:

• The service was extremely well led, and the governance processes ensured that its procedures ran smoothly. Staff felt really well supported by managers who they felt were very approachable. Collaborative work between the service and its partner organisations was highly effective and focused on meeting the needs of the clients. The service was highly innovative and ensured it was up to date with and involved in, new ways of working. The service had effective systems in place for gathering feedback from those who used the service which were used to improve the service.
• Staff treated clients with compassion and kindness and respect, and truly understood the individual needs of clients. There was a strong person-centred culture which was incorporated into all aspects of the service. Feedback from people who used the service was overwhelmingly positive and we were told that staff always go the extra mile to support clients. Staff actively involved clients in all decisions and about their care and clients were regularly consulted and involved in the running of the service. Staff identified groups of people with specific needs and developed pathways to provide tailored support and helped those clients overcome barriers that were stopping them from achieving their goals. The teams included or had access to the full range of specialists required to meet the needs of clients under their care. Managers ensured that these staff received a wide range of tailored training, supervision and appraisal. For example, staff took part in peer supervision groups which involved them recording their one-to-one sessions, with the client's permission, and sharing this with a group of peers for in depth reflection and constructive feedback in order to help them improve their practice.
• Staff developed holistic, recovery-oriented care plans informed by a comprehensive assessment. They provided a wide range of treatments and interventions suitable to the needs of the clients and in line with national guidance and best practice. The service truly considered the needs of different groups of people using its service and sought to address gaps where people’s needs were not being met. Staff regularly engaged in clinical audit to evaluate and improve the quality of care they provided.
• The service provided safe care. The premises where clients were seen were safe and clean. The number of clients on the caseload of the teams, and of individual members of staff, was monitored by managers so each staff member was able to give each client the time they needed. Staff assessed and managed risk well and followed good practice with respect to safeguarding.
• Staff worked extremely well together as a multidisciplinary team and with relevant services outside the organisation.
• The service was easy to access, staff made reasonable adjustments to enable clients to access the service in a way that met their needs and preferences. Staff planned and managed discharge well and had alternative pathways for people whose needs it could not meet.