Archived: CGL Rotherham

• Staff did not always develop holistic, recovery-oriented care plans and they could not evidence that clients had been offered copies of their care plans.
• Some staff did not know how to handle complaints and recovery activities were not promoted effectively with clients receiving treatment through their GP.
• Some governance processes were not well embedded. Local governance meetings were not taking place and there was no guidance for staff about what they should discuss in team meetings. The provider did not have suitable guidance for staff on how to develop recovery orientated care plans.
• Some clients had to wait outside the building to be seen because of the provider’s infection control policies there was sometimes a smell of drains in the building which could be off-putting.

However:

• 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 not too high to prevent staff from giving each client the time they needed. Staff assessed and managed risk well and followed good practice with respect to safeguarding.
• Staff carried out comprehensive assessments and appropriate physical health monitoring. They provided a range of treatments suitable to the needs of the clients and in line with national guidance about best practice. Staff engaged in clinical audit to evaluate the quality of care they provided.
• 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 basic training, supervision and appraisal. Staff worked well together as a multidisciplinary team and with relevant services outside the organisation.
• Staff treated clients with compassion and kindness, and understood the individual needs of clients. They actively involved clients in decisions and care was person-centred.
• The service was accessible and met the needs of clients, including those with a protected characteristic or with additional support needs.