Shardale St Annes

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people were supported and treated with dignity and respect and involved as partners in their care.

Clients gave positive feedback about the service and staff. Clients noted that staff were kind, supportive and believed in their recovery. Clients felt informed and involved in their care and treatment.

Staff felt positive and proud about working for the provider and within their team. Staff were passionate about the service and the difference it could make to the clients.

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.

Staff attitudes and behaviours when interacting with clients showed that they were discreet, respectful and responsive, providing clients with help, emotional support and advice at the time they needed it. We observed positive interactions between staff and clients throughout our on-site assessment and during a group session that we observed.

Staff supported clients to understand and manage their care, treatment or condition. Clients reported that staff were available and accessible when needed. Clients understood the treatment model used by the service and the expectations they were required to meet as part of their admission.

Clients said staff treated them well and behaved appropriately towards them. Clients stated that staff were kind and offered support to them as needed.

Staff said they could raise concerns about disrespectful, discriminatory or abusive behaviour or attitudes towards clients without fear of the consequences. Staff stated that they could escalate any concerns to management as necessary and would not have any issues in doing so.

Staff maintained the confidentiality of information about clients.

The service could make adjustments for disabled clients such as by ensuring disabled people could have access to the premises. Managers gave examples of how specific clients with mobility issues had been supported. Managers did note that any specific requirements around this would be considered on assessment before entering the service and if the client’s specific needs could not be appropriately met then they would not be accepted.

Staff explained how they could support clients by providing information and advice about the service and the care and treatment that the clients were receiving.

Clients gave positive feedback about the food within the service and told us that they could have access to snacks and drinks throughout the day.

The service had a structured treatment model that all clients entering the service were expected to follow. Staff and managers made clients aware of this prior to entering the service and clients that we spoke to confirmed that this took place.

Managers explained that the service had a belongings group for new admissions facilitated by a member of the community to assist them in understanding the programme and how they fit in. Managers noted that during journals sessions the new clients would be encouraged to go first.

The service utilised client job roles which allowed the clients to have a voice and gave them responsibilities within the service and its community. The service encouraged clients to have daily journals to record their thoughts and feelings for that day. Staff facilitated journals sessions with clients where they could share these reflections with the community.

If a medical emergency occurred, staff would contact local emergency services or clients would be supported in attending the accident and emergency department, although this would often be done with peer support rather than staff support.

The service did not have a supply of naloxone (a medication used to reverse opioid overdose) on site should it be required and staff had not received training for this. Managers noted on the second day of the on-site assessment that they were looking to address this and ensure this was in place going forward.

All clients had individual risk assessments and care plans which covered their identified needs.

Staff felt respected, supported and valued. Staff felt positive and proud about working for the provider and within their team. Staff were passionate about the service and the difference it could make to the clients.

Managers advised how they supported staff within their roles and were keen to promote an open and honest culture within the service.

Managers noted that all staff would receive an appraisal every 18 months and that all staff were due one as of the time of the on-site inspection.