The Care Quality Commission
  • Community
  • Community substance misuse service

Archived: The Manor House

259 Upper Town Street, Bramley, Leeds, West Yorkshire, LS13 3JT

Provided and run by:
BARCA - Leeds

All Inspections

25 June 2014

During an inspection looking at part of the service

The service used a questionnaire each quarter to find out people's views and this included questions about complaints. We reviewed the analysed results of a recent survey in which people were asked if they knew how to make a complaint about the service. People responded positively to the survey. Approximately 70% of people said they knew how to make a complaint, 25% stated they did not and 5% did not give an answer. When people who had complained were asked, 'If you make any complaints, were you satisfied with the response?' a significant proportion of people said they were satisfied. Typical responses to the survey included, 'Always at the end of a phone and listen,' 'Very helpful, friendly, supportive feel like I am at home,' 'Very friendly and helpful with everything,' and 'Front desk are very polite and helpful; key worker very accommodating.'

We spoke with four people who used the service and some were aware of the complaints process. Each of the people we spoke with felt able to make a complaint, but the provider may find it useful to note that those who had used the service for a long period of time or who had not attended the induction sessions for the service felt they were not made aware of how to make a complaint.

13 August 2013

During a routine inspection

We spoke with four people who used the service and they all said they were very happy with the treatment and support they had received at The Manor House. One person said, 'I've been coming for many, many years and would never want to go anywhere else'. Another person said, 'I'm relatively new and have been very pleased so far. Everything is well explained.' Another person said, 'The support has been very good'.

People's needs were assessed and treatment and support was planned and delivered in line with their care plan.

People expressed their views and were involved in making decisions about their treatment. People said staff had explained the support and treatment choices available to them.

There were effective recruitment and selection processes in place. People were cared for, or supported by, suitably qualified, skilled and experienced staff.

People were not aware of the complaints system and appropriate steps to coordinate a response to complaints were not taken.

30 October 2012

During a routine inspection

People told us they were very happy with the care and support provided by staff and that staff were kind, considerate and caring and always respected their right to privacy and dignity.

All staff we spoke with were positive about the support they received from management.

Satisfaction information for the service from people who used the service showed they thought the service was excellent. People said that their care and support was good and that staff provided them with safe and appropriate care, treatment and support to meet their needs. They said they felt they were looked after well. Comments included:

'They look after us very well, key workers, and other people.'

'Nobody want's to have to come to these service but I think this is one of the best for support.'