The Calico Group - St John’s Court

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

Staff were polite, respectful, supportive, and responsive when caring for clients. Staff understood and respected the individual needs of each client.

Staff gave clients and their relatives help, emotional support and advice when they needed it.

Staff involved clients and relatives where appropriate in their care planning.

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.

Throughout our assessment, we overheard conversations within teams that clearly evidenced how passionate, dedicated, considerate and caring staff were about their clients.

When we spoke with clients, they appreciated the staff and how supportive they were. Several commented on how welcome they were made to feel and that without them they would not have started their recovery journey. Several clients told us their ambition was to be come a volunteer and hopefully a recovery worker themselves one day.

Staff understood their client’s needs, we saw evidence that staff reflected clients’ individual backgrounds, one recovery worker was supporting a client who did not want to attend the service for fear of their peers seeing them entering the service.

The service was able to support and make adjustments for disabled clients as appropriate.

When clients were unable to visit the service staff would facilitate home visits.

Staff knew clients well, for example one client had been in a violent relationship with another client. Staff had ensured that appointments were offered on different days to ensure they did not see each other.

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

Staff explained how information could be provided in a form accessible for specific client needs or languages.

Managers noted that staff and clients could access interpreters as required.

Staff involved clients and relatives where appropriate in their care planning. All relatives we spoke to were involved in their loved one’s care and treatment where consent was given. This was also clearly documented in care plans. Staff made sure clients understood their care and treatment.

Clients we spoke with generally felt informed about their recovery plan. They described how they had received information about their recovery plan and that they were involved in reviews of that plan. They reported that, where appropriate, their family, carers or loved ones were involved in meetings about their care

We saw staff interacting with clients contacting the service, be that for a routine matter or in crisis. We saw staff make urgent appointments for clients to see the service doctors or other recovery workers as required. The service had drop-in clinics every day and kept emergency clinic appointments to respond to those clients who needed an urgent intervention.

Staff felt respected, supported and valued. They felt positive and proud about working for the provider and within their team. Several staff had worked in the service under a different provider, and they commented on the difference and how much more they felt involved and valued in decision making since the transfer to the current provider.

Managers monitored caseloads and could describe how they supported staff within their roles and how staff could access support for any physical or emotional health needs they may have.