Jen Hodkinson (Catch a Glimpse)

We have not previously rated this location. We rated it as good because:

• Staff understood how to protect women from abuse and the service worked well with other agencies to do so. Staff kept equipment and the premises visibly clean. Staff completed and updated risk assessments for each woman and removed or minimised risks. The service had enough staff with the right qualifications, skills, training and experience to keep women safe from avoidable harm and to provide the right care. Staff kept detailed records of women’s care and treatment.
• The service provided care and treatment based on national guidance and evidence-based practice. Staff worked together as a team to benefit women. They supported each other to provide good care. Key services were available to support timely care for women. Staff supported women to make informed decisions about their care and treatment.
• Staff treated women with compassion and kindness, respected their privacy and dignity, and took account of their individual needs. Staff provided emotional support to women, families and carers to minimise their distress.
• The service planned and provided care in a way that met the needs of local people and the communities served. People could access the service when they needed it and received the right care promptly. It was easy for people to give feedback and raise concerns about care received.
• Leaders had the skills and abilities to run the service. They were visible and approachable in the service for women and staff. The service had a vision for what it wanted to achieve. Staff felt respected, supported and valued. Staff could find the data they needed, in easily accessible formats, to understand performance, make decisions and improvements. Leaders and staff actively and openly engaged with women, staff, and local organisations to plan and manage services. They collaborated with partner organisations to help improve services for women.

However:

• The service did not provide mandatory training in key skills to all staff. This meant that some staff working in the service did not have up to date training in key skills.
• Staff could not demonstrate that they monitored the effectiveness of care and treatment. They could not demonstrate that they used the findings to make improvements and achieved good outcomes for women.
• The service was not always inclusive and did not always take account of women’s individual needs and preferences.
• Leaders did not always operate effective governance processes. Managers had limited systems to manage risks. There was limited recognition and escalation of relevant risks and issues and identified actions to reduce their impact. We saw limited examples of continuous learning and improvement of the service.