The Calico Group - St John’s Court

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• 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

We saw evidence in care records that decisions around care and treatment were made in collaboration with the client and their carers where appropriate.

We saw evidence of discharge planning and that clients were supported to move on with the next steps of their journey.

Staff identified if a client had difficulty with translating speech or other communication problems and knew how to access support if appropriate.

There was a policy in place for clients who did not attend appointments, and the service would offer more appointments before considering discharge.

The service treated concerns and complaints seriously, investigated them and learned lessons from the result.

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.

Clients that we spoke to felt included in their care and treatment. Clients knew how they could give feedback on the service.

Staff supported, informed and involved people using the service and their families or carers. Staff told us that clients were included in their care and treatment choices with carers being involved where appropriate.

We saw evidence in care records that decisions around care and treatment were made in collaboration with the client and their carers where appropriate. We saw evidence of discharge planning and that clients were supported to move on with the next steps of their journey.

Staff supported clients to maintain contact with their families, friends and carers. One client attended with their partner for their meeting with the recovery worker. They told us their life had been altered by the service, and they were keen to support the service as a volunteer in the future. They credited the support they had been given for them to remain as a partnership throughout the recovery journey.

Staff made notifications to external bodies as needed including safeguarding and to commissioners. CQC received appropriate notifications where necessary from the service. Staff ensured carers, families and commissioners were regularly updated about the client’s progress.

Staff ensured that clients could obtain information, for example on treatments, local services, clients’ rights and how to complain. This information was available throughout the service on notice boards.

Staff made information leaflets available in languages spoken by clients and access to translation and interpretation was provided if clients’ needs identified this.

The service had recorded nine complaints in the 12 months prior to the assessment. Three of those complaints were proactively recorded by the service from comments made about the service on social media, two were complaints from pharmacies, two were from clients complaining that information had been passed to other statutory agencies and two were about negative experiences.

Clients that we spoke to knew how to complain or raise concerns. Staff were aware of how to manage complaints and described how clients would be supported if they did want to make a complaint.

We saw examples that, where complaints had been made and investigated, that managers provided the complainant with a letter providing feedback on the outcomes of those investigations.

Those with mobility issues could access all areas of the clinic and there was a private, discrete entrance for the needle exchange.

Staff ensured clients had access to post-discharge care such as mutual aid groups and support and treatment from primary healthcare and mental health services. There was a bespoke postdischarge team with its own caseload for those recently discharged.

We saw evidence in care records that staff planned for clients’ discharge, including good liaison with social workers, housing, criminal justice teams and mental health services.

Clients told us the provider offered flexibility with times and locations to support people to engage, including a late evening clinic and drop-in services in community settings.

A newly appointed alcohol recovery worker attended a large GPs surgery weekly and offered appointments to patients referred by the GPs within that surgery setting. Clients told us they could get an appointment in an emergency and there had been only one complaint about appointment cancellations in the last 12 months. Clients knew who their key workers were.

Staff were 98% compliant in mandatory equality and diversity training and the service had links with local support and social groups to support clients such as religious groups and LGBT+ organisations.

Staff supported clients to make decisions about their care and treatment and their future. Staff created personalised care plans to account for the client’s needs, wishes and feelings.

Staff ensured all relevant healthcare professionals and other relevant bodies were involved in planning the care and treatment of clients with complex needs.