Cranstoun Worcestershire

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

Staff treated clients with compassion and kindness. They respected clients’ privacy and dignity. They understood the individual needs of clients and supported clients to understand and manage their care, treatment or condition. Staff involved clients in care planning and risk assessment and actively sought their feedback on the quality of care provided. Staff informed and involved families and carers appropriately.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The evidence showed a good standard. The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

All 11 clients we interviewed spoke positively about the staff, consistently highlighting the respectful, supportive, and non-judgemental approach they experienced, reflecting strong trust, confidence, and respect in the staff team.

Clients described staff as welcoming, polite, and supportive, noting that they often went above and beyond, ensuring privacy and respecting consent when involving family or sharing information with others.

Clients reported feeling heard and able to speak openly, explaining that they could be honest with staff and discuss matters privately, creating a safe and trusting environment for communication.

Several clients highlighted the value of staff members lived experience, noting that it enhanced understanding, fostered professional and approachable relationships, and encouraged open, honest conversations about their care and recovery.

The evidence showed some shortfalls. Although there was clear demonstration and testimony that clients and staff worked collaboratively with individual needs considered, the service lacked adequate systems to support sight, hearing, or language requirements.

Clients and staff reported that clients were offered treatment choices and could discuss different medications available to them, enabling informed decisions about care and supporting personalised, recovery-orientated treatment plans.

A staff member explained that care and support were service-user centred and service-user led, reflecting the organisation’s approach to collaborative decision-making and prioritising client needs in planning and delivery of care.

One client noted that appointments were flexible and arranged to suit their schedule, highlighting the service’s responsiveness and commitment to accommodating individual circumstances and promoting engagement in treatment.

The service’s website included a Cranstoun Worcestershire information leaflet providing an overview of available services in English and Polish, with staff confirming that additional languages could be provided when required.

Leaders told us that the service used handheld electronic translation devices that supported translation in over 92 languages. These devices were used when individuals attended the service without appointments, where there had not been sufficient time to source translators through the usual remote access interpreting service used by the service when required.

However, we were not assured that effective systems existed to provide signers for deaf clients or accessible formats for those with sight impairments.

The evidence showed a good standard. The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

We were told about service-user forums, which provided clients with opportunities to share experiences, give feedback, and suggest improvements to the service, supporting collaborative engagement and responsive care delivery.

The service referred and signposted individuals to advocacy services when required, with a poster displayed in the waiting area providing clear information about the advocacy support available to clients.

One client explained that the service helped them make informed decisions about the care and treatment they received, highlighting the emphasis on choice, transparency, and active participation in their recovery journey.

Overall, clients reported having choice and control over their care and treatment, with their voices heard; for example, a request to involve a family member in telephone appointments was implemented.

Cranstoun Worcestershire supported clients to participate in the Worcestershire Pharmaceutical Needs Assessment Focus Groups, enabling them to provide feedback and suggestions regarding the pharmacies they used.

Staff reported that clients’ recovery journeys were guided by their own choices, with open, transparent support provided throughout, ensuring that care remained person-centred and aligned with individual goals.

Complementary therapies available to clients included acupuncture, yoga, and mindfulness sessions, providing additional wellbeing support alongside conventional treatment to promote holistic recovery and improved quality of life.

The evidence showed a good standard. The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

As well as reporting that they felt safe using the service, clients stated that their needs, views, and wishes were consistently heard, first during the initial assessment and admission process, and then throughout their treatment. Clients overwhelmingly felt that staff responded promptly and appropriately to any concerns raised.

The evidence showed a good standard. The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff consistently reported feeling respected, supported, and valued, describing a positive working environment with a culture that was friendly, collaborative, and focused on professional wellbeing.

They felt managers were approachable, responsive, and receptive to ideas, and that they could discuss challenges or raise concerns without fear of victimisation or negative repercussions.

Staff reported that their wellbeing was well looked after, with reasonable adjustments made when necessary to support individual needs and ensure a safe and sustainable working environment.

Staff spoke positively about the regular supervision they received, highlighting the value of having dedicated time to ask questions, discuss issues, and give or receive constructive feedback.

One staff member noted that the job could be stressful at times, but they felt consistently supported by senior managers and colleagues, with strong teamwork contributing to a positive workplace culture.

Another staff member stated that they felt confident approaching their manager about any work-related challenges, emphasising that support was readily available and open communication encouraged.

Staff reported being able to raise concerns and share ideas through daily flash meetings, service-wide meetings, team meetings, and supervision sessions, which they felt provided valuable opportunities to express their views.