Archived: Grove Road

We saw that each person received an assessment of their care and treatment needs, including any risks associated with their care provision. In all the cases we looked at, we found that the care provided matched with the care required and this was what people had agreed to. We saw that their care was provided by a sufficient number of suitably qualified and trained staff.

We also saw there was an effective complaints system available. Comments and complaints people made were responded to appropriately.

We found the premises was in a good state of repair and some measures were in place to ensure it was adequately maintained. However, some additional measures to minimise the risk of harm from fire were lacking.

They all spoke very positively about the staff, who they said were very competent and confident. One person said, "They're good people. They're intentions are good and they're fantastic. You never have to fight for a counsellor's time."

We also looked at the files of all nine staff who worked for this service at the time of our visit. We found they provided an audit trail to show that appropriate recruitment checks had been carried out on staff to ensure they were suitable to support the people using this service. The provider advised us that work was ongoing to strengthen their recruitment processes further.

They described a strict contract and timetable of treatment and support, but said they recognised this was an important part of their treatment. People said that where possible, they were given choices, however they understood that the ethos of the programme involved some restriction on choices for the treatment to be effective. They confirmed they had received good information about the service either on, or prior to admission, and said that the PCP Luton website was very informative and had been helpful to them and their families when making decisions about the treatment programme they should join.