Ark House

This means we looked for evidence that the service met people’s needs. At our last assessment we rated this key question as good. At this assessment the rating has remained good. The service was tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care. The service had complete oversight of bed availability and managed waiting times well. The service was also able to cater for emergency beds within 24 hours of notice. Clients were prepared for discharge through extensive planning, including ongoing support within the community, which is pre-arranged before leaving the service. The design of the service was shared rooms, which was part of the treatment plan, to ensure people were not alone whilst in their initial recovery stage. The layout, and furnishings of the service supported clients treatment, privacy and dignity. Staff supported clients with activities outside the service, such as appointments, education and maintaining, or rebuilding family relationships. The service met the needs of all clients – including those with a protected characteristic. Staff helped clients with communication, advocacy and cultural and spiritual support. The service treated concerns and complaints seriously, investigated them and learned lessons from the result.

Staff held regular 1:1’s with clients and were responsive to clients’ needs and wishes. Family members also fed back that the service was responsive to needs, questions and queries.