You are here

Archived: Southend Therapy and Recovery Team [START] Outstanding

The provider of this service changed - see new profile


Inspection carried out on 6 July 2016

During a routine inspection

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 carried out on 18 February 2014

During a routine inspection

We found that people had given their consent to their care and treatment. There were systems in place to ensure that people�s consent was reviewed on a regular basis.

We saw that people�s needs had been fully assessed, taking into account their cultural, religious and individual needs. Their care plans had been developed from the information in the assessment. They reflected people�s individuality, choice and preferences.

We saw that the service had good infection control policies, procedures and practices. Staff followed the Code of Practice for health and adult social care on the prevention and control of infections and related guidance.

The service had effective recruitment procedures in place. They had carried out all of the appropriate checks before staff started work.

People received safe quality care because the provider had an effective quality assurance system in place. People told us that they were happy with the service. One person said, �All of the care workers are extremely polite and professional.� Another person said, �They make me feel like a person, they take very good care of you.�

People�s concerns, complaints and comments were listened to and acted upon effectively. All of the people who we spoke with said that they would recommend the service to others.

People received safe, effective and compassionate care from a well led service that responds quickly to their changing needs.

Inspection carried out on 17 September 2012

During a routine inspection

People told us that they were very pleased with the support and therapy provided by Southend Therapy and Recovery Team (START.) They told us that the staff were kind and encouraging. People thought that the staff team were well trained and felt in safe hands because the staff, "Knew what they were doing."