Wear Recovery

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 assessment for this service. This service has been rated as good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Kindness, compassion and dignity

Quality Statement Score: 4

We scored the service as 4. The evidence showed an exceptional standard. The service was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

During our inspection, we spoke with 18 clients and 10 carers.

We noted that staff attitudes and behaviours when interacting with clients showed that they were discreet, respectful and responsive. We observed a client assessment and noted how the staff member provided their client with help, emotional support and advice.

We attended a home visit to a client’s house and observed the interaction between the recovery coordinator and client. The recovery coordinator was kind and considerate towards the client and listened to their thoughts and opinions. The keyworker gave clear advice on how to minimise risk and harm and clarified their understanding.

Staff supported clients to understand and manage their care, treatment or condition. We saw evidence in care records that staff directed clients to other services when appropriate and supported them to access those services.

The feedback from clients and carers was overwhelmingly positive. Staff were described as amazing, helpful, professional, respectful, understanding and, non-judgemental. The service had received over 100 compliments from clients and carers in relation to the quality of care and treatment and how kind and supportive staff within the service were.

Clients commented the personalised care and treatment they had received was both lifechanging and lifesaving. One client told us they would not be here without the care and support they had received from their recovery coordinator. Clients who had completed their treatment journey said they were confident staff within the service would be available to support them if they needed help in the future.

Carers told us they felt supported by staff within the service. They had access to dedicated counselling, support groups, and staff gave them gymnasium passes. Staff provided them with clear information for supporting themselves and their loved ones. For example, staff had provided advice to a carer whose loved ones had specific needs due to a brain injury.

Staff understood the individual needs of clients, including their personal, cultural, social and religious needs.

The service had implemented resettlement packages for prison leavers. Staff gave prison leavers access to a mobile phone, a food voucher so they could get a hot meal following their release and gymnasium passes.

Staff said they could raise concerns about disrespectful, discriminatory or abusive behaviour or attitudes towards clients without fear of the consequences.

Staff maintained the confidentiality of information about clients.

We scored the service as 3. The evidence showed a good standard. 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, goals, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff made reasonable adjustments for disabled clients or to make it easier for clients to access their care and treatment. Staff agreed to meet people with mobility problems at an appropriate location of their choice such as their GP surgery. A client told us that the service had agreed for them to be seen at an alternative hub nearer to their home to reduce travel time and costs. Staff arranged for interpreters and signers to attend the service to help clients overcome communication difficulties due to their protected characteristics.

Staff ensured that clients could obtain information on treatments, local services, clients’ rights, how to complain etc.

The information provided was in a form accessible to the particular client group such as easy-read format for people with a learning disability. Staff made information leaflets available in languages spoken by clients. Managers ensured that staff and clients had easy access to interpreters and/or signers.

Staff ensured recovery plans included their strengths, goals and any equality and diversity information pertaining to the client and how they wanted to be treated.

We scored the service as 3. The evidence showed a good standard. The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff offered clients alternative treatment options if they were unable to comply with specific treatment requirements. For example, staff could prescribe buprenorphine as an alternative to methadone or sugar-free methadone for diabetic clients. Clients that were struggling to abstain from alcohol could be prescribed Disulfiram as a last resort. Disulfiram works by deterring a person from drinking by causing unpleasant physical reactions if they drink alcohol.

Staff signposted clients to supportive services within the community such as mutual aid groups and services offering psychosocial intervention strategies.

Staff supported clients to maintain relationships and networks that were important to them. They supported clients’ access to their friends and family while they were using the service.

Staff supported clients to access activities and the local community to promote and support their independence, health and wellbeing.

Staff supported and enabled clients to have choice and control over their own care and to make decisions about their care, treatment and wellbeing.

Staff supported clients to develop their recovery capital and personal strengths.

We scored the service as 3. The evidence showed a good standard. 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.

We saw evidence in care records that staff were aware of and dealt with any specific risk issues, such as physical or mental health concerns; care planned for these accordingly and referred clients to other healthcare services when required such as local mental health services.

Staff identified and responded to changing risks to, or posed by, clients. For example, staff involved social services and local authority safeguarding teams when it was identified clients had children at their home or when they discovered a client was pregnant.

We saw evidence in care records that staff routinely encouraged clients to take naloxone home with them to mitigate the risk of death from overdosing on opiate drugs.

Staff worked with clients to develop relapse prevention strategies.

We scored the service as 3. The evidence showed a good standard. The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff felt respected, supported and valued. They felt positive and proud about working for the provider and their team.

Staff had access to support for their own physical and emotional health needs through an occupational health service and an access to work programme. All staff were entitled to 1 wellbeing hour a week and had access to a wellbeing hub on the provider’s intranet. Staff also had access to reflective practice sessions.

The provider recognised staff success within the service. The provider had a reward and recognition programme in place to recognise staff members’ achievements. There were employee of the month awards and staff were awarded an additional half a day’s annual leave.

Staff appraisals included conversations about career development and how it could be supported.

Staff followed clear personal safety protocols, including for lone working.