3 Kendrick Mews

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

This is the first inspection for this newly registered service. This key question has been rated Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

Staff treated clients with compassion and kindness and respected their privacy and dignity. Staff understood the individual needs of clients and supported clients to understand and manage their care, treatment or condition. Staff involved clients in care planning and risk assessments and actively sought their feedback on the quality of care provided. Staff informed and involved families and carers appropriately.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We spoke with 4 clients that were using or had recently used the service. We also spoke with 1 family member of a client who was currently using the service. All people we spoke with gave positive feedback about the service. Clients said that staff provided emotional support and spent time with them.

Clients who used the service told us that staff were kind, non-judgemental and treated them with respect. We observed staff interacting with clients in a caring and compassionate way. When staff spoke to us about the clients who used the service, they discussed them in a respectful manner and had a good understanding of them.

Staff had a good understanding of clients and their individual needs, including their personal, cultural, social and religious needs. Staff gave examples of how they had helped to meet people’s needs if they were from a different religion, culture and how they met a person’s LGBTQ+ needs. The chef visited halal and kosher butchers to buy food that met client’s cultural and religious requirements.

Staff said they could raise concerns about disrespectful, discriminatory or abusive behaviour or attitudes towards clients without fear of consequences. Staff supported clients to understand and manage their care and developed their recovery and treatment plans with them.

Staff were engaged in providing good quality care to clients. We observed a community group where staff provided practical and emotional support in response to the issues the client's discussed.

Staff directed clients to other services when appropriate and, if required, supported them to access those services. Staff supported clients to access local community recovery groups, such as alcoholics anonymous and narcotics anonymous.

Staff maintained the confidentiality of information about clients.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The service listened and met client’s individual needs and preferences. Clients could ask for a male or female chaperone depending on their preference, if they wished to be accompanied into the local community.

The service provided food prepared by a chef each day who reviewed each client’s allergy, dietary and cultural requirements to meet their individual needs. Menus were given to clients each evening and they could request meals that were not on the menu. Clients told us that the food was of a high quality.

Managers ensured that staff and clients had easy access to interpreters when required. Staff also ensured that clients had access to appropriate spiritual support. Staff would support clients to attend local places of worship outside of the service when requested.

Staff ensured that clients could obtain information on treatments, local services, clients’ rights, how to complain and so on. The information provided was in a form accessible to the particular client group. 

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Clients maintained their independence and control when using this service. Clients consented to rules and expectations whilst using the service. For example, clients were expected to abstain from drugs and alcohol during their rehabilitation stay.

Clients were privately funded, either self-funding or funded through medical insurance or an employer, and could self-refer or be referred by their family, medical insurance providers, employers and other organisations.

Clients met their therapist daily to discuss their care, treatment and wellbeing whilst using the service. The service obtained ongoing consent from clients throughout their admission.

Client’s maintained choice and control whilst in the service and could lock their bedrooms to ensure that their belongings were safe. Clients could make their own hot and cold drinks and snacks whenever they wanted and were not dependent on staff.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff were aware of and dealt with any specific risk issues and care planned for these accordingly; client risks and needs were reviewed daily by staff. Staff responded promptly and effectively to changes in client’s needs, concerns or risks.

Clients did not have to repeat their story more than once as therapists had a detailed understanding of each client and their individual needs. One client said it was useful to meet with different therapists to explore different perspectives for their individual therapy journey.

Staff demonstrated knowledge of protected characteristics and vulnerabilities, such as the potential needs of clients identifying as black and ethnic minority or lesbian, gay, bisexual or transgender (LGBTQ+). Staff gave examples of using the correct names and pronouns that people would like to be called. The service had recently updated their sexuality policy and now ensured that client’s sexuality was considered in client’s care plans.

Clients told us that they felt confident approaching staff with issues or concerns, knowing they would be listened to and supported.

Staff identified and dealt with specific risk issues, communicating plans and actions with clients and families. This included responding to changing risks.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centered care.

Staff told us they felt respected and valued. Staff told us managers were approachable, compassionate and supportive.

Staff spoke positively and proudly about working for the provider and their team. Staff reported good morale and staff enjoyed working at the service and they received good support from colleagues and managers.

Managers monitored morale and job satisfaction of staff through regular managerial supervision. Staff appraisals included conversations about career development and how it could be further supported. One nurse was supported to become the Deputy Lead Nurse.