Archived: Turning Point Somerset Arch House

The people we spoke with on the phone told us they felt safe when they visited the office and in their dealings with any of the staff. One person said 'I trust the staff there and reckon they all have my best interests at heart'.

We saw from computer records Disclosure and Barring Service checks had been completed on staff. This was to make sure the service was aware of relevant involvement with the criminal justice system such as convictions or cautions. This meant people who used the service were supported by suitable staff because the provider was aware of the history of the staff they employed. We saw the deputy manager kept a record for the nurses who were registered with the Nursing and Midwifery Council, to ensure they were in a legal position to carry out their duties.

The people who used the service we spoke with told us they thought the staff were well trained and knowledgeable about the service. They also thought there was a good range of staff available to help meet their needs. Although one person told us 'there were times in the past when it seemed to take a long time to get accepted, but it doesn't seem so bad now'. Staff we spoke with told us they thought there were normally enough staff to ensure people's needs were met. One member of staff told us, 'it's difficult at the moment with staff off, but we all pull together'. Another said 'we've got a good team here and I think we are well supported by Turning Point'.

Staff told us they encouraged people to raise concerns directly with them if they were not happy with any aspect of the service. The staff also told us if people weren't happy with the service they may withdraw from the programme and may avoid contact with the centre. The deputy manager told us how they monitored attendance and would follow up any missed appointments to check on a person's welfare.

Everyone we spoke was complimentary of the staff and were satisfied with the care and support provided. Comments included: 'The staff are experienced.' Another person told us 'I have plenty of opportunities to express my views regarding the care or treatment I receive. I am fully involved in how my care is planned and delivered and am aware of my responsibilities regarding the program of care and treatment that will aid my recovery.' 'Staff are very aware of the importance of privacy and dignity. They are polite and respectful. They encourage me to keep motivated.'

People told us they would speak to any of the staff if they had any concerns. In doing so, they were confident any concerns would be dealt with promptly and effectively.

People we spoke with told us they felt safe when attending Turning Point and that there was always someone available to talk if they just called in without an appointment. We noted the atmosphere was relaxed and calming. People were warmly welcomed and were encouraged to use the kitchen to make drinks.