Appropriate checks were undertaken before staff began work.
People were made aware of the complaints system. They commented, 'I am now aware of the complaint system of the company'. 'I do feel listened to now; it was a good thing that our last CQC inspection picked this up'.
We spoke with the area operations manager, the manager and two members of staff during our visit. They told us that consent was clearly explained to people at the point of referral and assessment as well as throughout their treatments.
Care and treatment was not planned and delivered in a way that was intended to ensure people's safety and welfare. We found that four out of ten did not have the substance misuse risk assessment form completed
People who used the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. Where people were new to the service or not well known, staff took steps to ensure that any safeguarding issues were identified
Appropriate checks were not undertaken before staff began work. Staff files did not have a photograph of the member of staff or any other proof of identity and references.
People who used the service, their representatives and staff were asked for their views about their care and treatment and they were acted on.
People were not made aware of the complaints system. One person said, 'I was never given information on how to complain. If I have a complaint, I will speak with my key worker. I do not know any other person to speak with'.