22 January 2019
During a routine inspection
We rated Phoenix Futures Wirral Residential Service as good because:
- The service had up to date health and safety assessments. the environment was clean, comfortable and well maintained. We saw staff adhering to infection control principles, with hand-gel dispensers being used around the building and stringent hygiene checks in the kitchens.
- Staffing were trained and there were sufficient numbers that met the needs of service users.
- Risk assessments were comprehensive and up to date. There were plans in place for patients who decided to leave the programme before its completion. Staff administered and managed medication effectively. All staff knew how to report incidents, and understood the duty of candour.
- Care records were comprehensive, holistic, and completed in a timely manner. All relevant information pertaining to the patient and the treatment programme was outlined in the records, and included input from the patient. The service was following best practice and national guidance with relation to treatment. Care records were up to date and had been amended according to events involving the patient. All staff had completed mandatory training, were up to date, and records were maintained in personnel files. Multi-disciplinary team approach was evident, with input from care managers external to the service. Staff were trained in the Mental Capacity Act.
- We saw good interaction between staff and patients at the service, with respect being shown to all parties. Patients felt comfortable with staff at the service, and felt they could talk to them as several staff members were former patients in the treatment programme. Patients told us they felt supported and safe at the service. Care records showed that patients could understand and knew what treatment they were getting and why. We saw evidence of family involvement, and a new family visiting room had been built onto the main building. Patient forums and survey results indicated that patients were very happy with the service.
- The referral and assessment process for the service was comprehensive. Patients who entered the service and found that the treatment was not suitable were transferred to other services using pathways in place. Discharge planning started on admission to the service, with plans in place for possible early leaving of the programme. Patients were encouraged to contact families and try to integrate them into their treatment programme. There were employment and education opportunities for patients at the service, with a good success rate. Several staff at the service were former patients, and had gone on to attain good qualifications in health and social services. Equality and diversity was stressed at the service. There had been only one formal complaint in the 12-month period prior to the inspection, and 15 formal compliments had been received in the same period.
- Managers at the service provided key leadership, with the skills, knowledge and experience required. There was a clear definition of recovery within the model followed at the service, and staff were aware of it. Staff could input into the organisational strategy for the service. Staff said they felt valued and supported, they were happy working in the service. Staff appraisals indicated career development and consideration of training courses that might be helpful. Leadership training was available to all staff at the service. Key performance indicators were used to identify and promote good practice, and to identify aspects that required action. Staff were recognised at an annual awards ceremony.