The Care Quality Commission
  • Mental Health
  • Independent mental health service

Archived: Mental Health Services Woking - New Thoughts

3rd floor Cleary Court, 169 Church Street East, Woking, Kent, GU21 6HJ 0300 012 1048

Provided and run by:
KCA (UK)

Important: The provider of this service changed. See new profile

All Inspections

29 July 2013

During a routine inspection

We visited Mental Health Services Woking - New Thoughts and looked at the care and welfare of people who used the service. During the inspection we spoke with seven people who used the service, and four members of staff. We also looked at the results of patient treatment questionnaires that had been sent out by the provider. One person told us 'The service has changed my life for the better; they gave me hope and really knew what they were talking about.'

We saw that there were arrangements in place for obtaining consent from people. All the people we spoke with felt their consent had been asked for before treatment was given. One person told us 'They did ask for my consent, and always asked if I was happy all through my treatment.'

People received treatment that met their needs. Everyone we spoke with was happy with the treatment that was provided to them. One person told us 'They have been so helpful to me and boosted my confidence and assertiveness. My relatives have really noticed a difference.'

People using the service told us they felt safe with staff. Staff we spoke with were able to identify signs of abuse and knew the actions to take.

We saw that records of qualifications, criminal record checks and professional registrations were up to date.

People using the service told us that if they were unhappy about anything they would tell the office. One person said 'I would speak to my therapist, or ring the office.'

11 March 2013

During a routine inspection

All the people we spoke to were pleased with the information, support and/or therapy they had received from this service. For example, one person told us "Everyone was very nice, professional and kind. I thought I couldn't cope but they have helped me turn things around." Another person said "It has been excellent and I feel much better now." However people also told us they felt they had to wait too long before they were seen and they felt let down that the service had not kept them updated on when that would be. We have asked the provider to review and improve this aspect of their service.

From people we spoke to and telephone conversations we heard we judged that people were treated with courtesy and kindness and staff respected their diversity and preferences.

The provider had taken steps to reduce the risks of abuse happening and dealt appropriately with concerns when these were identified.

Staff were supported in their work through training, development, assessment and clinical supervision and the provider worked in a coordinated fashion, with academic institutions, to assist staff to qualify as Psychological Wellbeing Practitioners (PWPs).The staff we spoke to enjoyed their roles and felt supported in their work, particularly by their clinical supervisors.

We found that the provider was interested in the views of people using the service, investigated complaints in an open manner and sought to improve the service in response to feedback received.