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Archived: Southend Therapy and Recovery Team [START] Outstanding

The provider of this service changed - see new profile

Inspection Summary

Overall summary & rating


Updated 8 October 2016

This inspection was announced and took place over a number of days and included 6, 7, 11 and 21 July 2016.

Southend Therapy and Recovery Team (START) is a service that is registered for personal care and provides a rehabilitation and reablement service to people living within the community. This includes providing short term care and support within people’s homes to enable them to recover and/or maintain their independence as quickly as possible. They provide personal care and support to people who live within the geographical areas of Southend.

A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The provider had progressive and unquestionably high expectations of itself and the feedback we received from people was excellent. Those people who used the service expressed great satisfaction and spoke very highly of the service and how the rehabilitation assistants and registered manager had provided excellent care and support to enable them to do things for themselves and regain their independence as quickly as possible. Through the care and support received many people were able to regain their previous life styles.

The service was exceptionally well led by a management team that was committed to finding new and innovative ways to help support people to regain their independence and lead a full and active life, whilst being in full control of what happened to them. The rehabilitation assistants told us that the registered manager led by example and had strong values and a desire to learn and implement best practice throughout the service. All staff were very highly motivated and proud of their service and added that they were fully supported by the registered manager and they had an extensive programme of training and supervision that enabled them to provide a high quality service to people and enable them to gain control of their lives after a life changing illness. The quality assurance systems in place were very effective and improvements were seen to have been made as a result of learning from people’s views and opinions. This meant people benefited from a constantly improving service that they were at the heart of.

The service had excellent working relationships with other health care professionals and regular meetings were organised to ensure people were supported to maintain good healthcare and gain access to other services and support when needed. They did this in partnership with people so that the outcome matched their expectations, which assisted people to make a quicker recovery whilst regaining their independence.

People experienced very positive outcomes as a result of the service they received and gave us excellent feedback about their care and support. The service was very responsive and changes in people’s needs were quickly identified and their care package amended to meet their changing needs. The service was flexible and responded very positively to people’s requests and people who used the service said they felt able to make requests and express their opinions and views. People had been actively involved in the decision making process and agreed to their care; they had also been asked how they would like this provided and this was clearly documented. Each person had made individual ‘goals’ that were important to them and these had been monitored by the rehabilitation assistants on a daily basis to help aid the person’s journey to independence.

There were more than sufficient rehabilitation assistants in place to enable people to work towards independence and enable them to re-achieve active lives. The rehabilitation assistants knew what to do if they suspected someone was being abused or harmed, and recruitment pra

Inspection areas



Updated 8 October 2016

The service was safe.

People were protected from harm. People had confidence in the service and felt safe and secure when receiving support. The provider had systems in place to manage risks, which included safeguarding matters and this helped to ensure people�s safety. Risks to the health, safety or wellbeing of people who used the service were addressed in a positive and proportionate way.

There were sufficient staff available, with the right competencies, skills and experience to help meet the needs of the people who used the service. There were safe and robust recruitment procedures to help ensure that people received their support from staff of suitable character.

People could be sure that they would receive the assistance they needed when being supported with medication and it was a safe system.



Updated 8 October 2016

This service was effective.

Staff were highly trained and had the knowledge, skills and time to care for people in a safe and consistent manner. People were cared for by staff that were well trained and supported.

Staff had a good knowledge of the Mental Capacity Act (2005) and knew how to keep people�s rights protected.

People experienced very positive outcomes as a result of the service they received and gave us outstanding feedback about their care and support.



Updated 8 October 2016

This service was caring.

The registered manager and staff were committed to a strong person centred culture. Kindness, respect, compassion and dignity were key principles on which the service was built and values that were reflected in the day-to-day practice of the service.

People were provided with care and support that was tailored to their individual needs and goals.

Staff had a good understanding of people�s care needs. People who used the service valued the relationships they had with staff and expressed great satisfaction with the care they received. People were pleased with the consistency of the staff and felt that their care was provided in the way they wanted it to be.

Staff built meaningful relationships with people who used the service and were given ample time to meet people�s needs and assist them in regaining their independence.



Updated 8 October 2016

The service was exceptionally responsive.

Changes in people�s needs were quickly recognised and appropriate. Prompt action would be taken, including the involvement of external health care professionals where necessary.

People felt the service was very flexible and based on their personal wishes and preferences. Where changes in people�s care packages were requested, these were made quickly and without any difficulties.

People were actively encouraged to give their views and raise concerns or complaints. People�s feedback was valued and people felt that when they raised issues these were dealt with in an open, transparent and honest way.



Updated 8 October 2016

The leadership and management of the service were outstanding.

The registered manager promoted strong values and a person centred culture. Staff were proud to work for the service and were supported in understanding the values of the agency. These were owned by all and underpinned practice.

Staff understood their roles and were confident to question practice and report any concerns.

There was strong emphasis on continual improvement and best practice which benefited people and staff. There were robust systems to assure quality and identify any potential improvements to the service. This meant people benefited from a constantly improving service that they were at the heart of.