Archived: Access Centre

We rated Access Centre as good because:

• There was always a qualified member of staff on each shift. The service had low use of bank and agency staff. All staff had completed an induction and mandatory training.
• Staff were supervised and had received an annual appraisal. Staff had the opportunity to shadow peers before commencing their role and had access to specialist training.
• Staff assessed risk and referred patients through clear pathways for care. Patients received appropriate referrals as a result. Staff followed correct procedures for safeguarding children and adults. There were good links with safeguarding leads.
• Staff learnt from incidents through feedback cascaded down from Beacon UK or Forward Thinking Birmingham. Information was shared both internally and externally through clear escalation and governance processes.
• Staff told us they enjoyed their roles and worked within a supportive team. We saw this throughout our inspection. Staff were knowledgeable and gave good advice.
• Patient records were stored securely and staff maintained confidentiality. If something went wrong, staff followed duty of candour and informed patients.
• The service was easily accessible to the public and professionals. There were clear care pathways in place.
• Patients and carers told us staff were kind and helpful. We observed professional and courteous interactions between staff and patients. Staff checked patients and carers understood what had been discussed.
• The service had a clear criteria. During busy periods all staff were able to answer calls so callers were not kept waiting.
• The service had not received any complaints. Patients knew how to complain if they needed to and all patients accessing the service were told how to make a complaint.
• There were good governance structures in place. The service had good processes in place to address all aspects of the service and staff followed those processes. Staff were happy in their roles and morale was high. Staff had the opportunity for development in their roles and progression within the company.