The Retreat York

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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

This means we looked for evidence that the service met people’s needs.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good.

Good: This meant people’s needs were met through good organisation and delivery.

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.

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.

One client, who was serving in a uniformed service, had been referred to the service after significant personal challenges. The service provided the client with coping strategies and used prescribed medicine to help them focus. The client began to cope better with daily life and subsequently secured a promotion.

ADHD clients were able to access psychological and occupational therapy support. There was a session worker who helped clients with family relationships and introduced them to local peer to peer support groups.

We saw from the care records that family input was recorded. The service asked those near to the client to complete their own assessments of the clients.

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 received 4 formal complaints in the 12 months prior to the assessment. One of these complaints was open. Of the three closed complaints, one was upheld and two were not upheld.

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.

Staff were able to identify if a client had difficulty with translating speech or other communication problems. Staff knew how to access support if any communication issues were identified.

Staff generally planned for clients’ discharge, and we saw discussions in client records around discharge. The service monitored the status of clients who were pending discharge. There was a policy in place for clients who did not attend appointments, and the service would offer more appointments before considering discharge.

All the clients we spoke with felt they were treated fairly, and they were actively involved with planning care. No concerns were raised regarding discrimination and staff made every effort to ensure reasonable adjustments were in place to support equity in experience and outcomes.

Staff were 100% 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.