We are With You - Rotherham

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff based care around individual needs and preferences, for example they made sure that those working or with childcare commitments, could access appointments and groups on an evening and weekend and where needed in their local community. They also adjusted prescription collection times and appointments to allow for people of the Muslim faith to observe prayer times and Ramadan.

Staff empowered clients to make their own decisions about their care and treatment, for example by ensuring people knew about the range of different treatment options and different ways that people could access the service.

When appropriate, staff supported clients to have access to education and work opportunities. They did this by creating good links with local education and training providers and by providing groups and activities to help build peoples skills and confidence to access education and work.

Staff supported clients to maintain contact with their families and carers. In some cases, they supported parents who were involved with social care services to attend meetings and make positive contributions to the process.

The service has undertaken work to understand local demographics and the diverse needs of the local community. The service worked with other providers and community organisations to offer opportunities, for example local sports and social clubs.

Staff made notifications to external bodies as needed, this included the Care Quality Commission, local authority safeguarding teams and other multi-agency partnerships.

Information governance systems included confidentiality of client records. The service complied with the Accessible Information Standard.

Staff ensured that clients could obtain information on treatments, local services, their rights and how to complain. Staff knew how to deal with complaints.

Staff made sure information leaflets were available in languages spoken by clients.

The service received only a small number of complaints but dealt with them appropriately. People knew how to complain or raise concerns. When people complained or raised concerns, they received feedback.

Staff knew how to protect clients who raised concerns or complaints from discrimination and harassment. Staff knew how to handle complaints appropriately.

Staff received feedback on the outcome of investigation of complaints and acted on the findings. For example, following feedback about an incident, staff developed a simpler system to produce prescriptions to ensure that people waited less time.

Staff enabled people to give feedback on the service they received but the feedback had been limited. Staff were in the process of developing a better was of gathering feedback from clients.

Staff provided carers with information about support groups and carers assessments.

Clients had access to and information about advocacy services.

Staff ensured the needs of clients with mobility issues were met, they made sure that people could access the building and made all services available on the ground floor.

There was adequate medical cover available at times when clients needed it. Staff and clients said they could get access to advice from a qualified member of staff when it was needed.

Staff ensured clients had access to post-discharge care this included mutual aid groups and a recovery community where people who had successfully been through treatment, could support each other to maintain their own recovery and support each other. People also knew how to access the service if they relapsed and it was clear that support was quickly reestablished where this occurred.

The service was easy to access. People understood how to access the service, this could be through self-referral, drop in or by being referred by a local partner agency.

Staff planned and managed discharge well and had alternative pathways for people whose needs it could not meet, for example there was a well-functioning shared care option for those people that preferred, and were suitable to be seen at their local GP surgery rather than at the main building in the town centre.

The service had flexible opening times to support access from those in full time employment and those that had childcare responsibilities.

Staff within the service and the wider organisation promoted a culture in which the clients felt empowered to give their views. Although feedback from clients had been minimal, the service was putting systems and processes in place to make this easier and to try to increase the amount of feedback they received.

Staff are trained in equality, diversity, inclusion and human rights and compliance.

The service considered and addressed barriers to access for specific communities and those with protected characteristics. They partnered with local organisations to increase their visibility and improve access, for example with the local hospital and with local criminal justice services.

The service reviewed people’s outcomes in line with protected characteristics and took actions to address inequitable outcomes.

Staff supported clients to make decisions about their care and treatment and their future. Although some care plans were not very detailed, it was clear from care records that these conversations were taking place.

Staff ensured all relevant healthcare professionals and other relevant bodies are involved in planning the care and treatment of people with complex needs. There was good interagency working and feedback that we received from external stakeholders was largely positive and demonstrated the services commitment to support clients.

The service was at the beginning of a long contract to provide services in this area, they were working proactively with local commissioners to ensure that they were able to meet the demands of the contract and continue to meet the needs of the local community.