Archived: Phoenix Futures Hampshire Residential Service

We found that people were involved in decisions about their care and treatment, from admission through to discharge. People understood how the therapeutic rehabilitation programme was structured, and we found that people's care and treatment was delivered and monitored effectively. People were positive about the skills of the staff, saying, for example, 'Staff are really good,' 'I feel I can talk to [any of] the staff here' and 'I can always see my keyworker, even [at times other than] the key worker sessions.'

The service had an effective system for monitoring quality and risk, and we found that records were completed, audited and stored appropriately.

People's needs were assessed and their care and treatment was planned and delivered in line with their individual care plan. This followed a structured programme that included goals for recovery and regular reviews. One person said they had gained 'Good skills for life.'

The service had effective systems in place for managing medicines. We found that the administration procedures were robust and audited regularly. We identified some areas where the provider might like to take further action.

Recruitment of staff was supported by the provider's Human Resources staff, who collated pre-employment information and coordinated safety and suitability checks. Staff employed at this service had completed appropriate checks to ensure that people were supported by suitably qualified, skilled and experienced staff. One person said they 'Wouldn't have got through this without a brilliant key worker.'

We found that the service operated an effective complaints system which people using the service were familiar with.