Archived: Lifeline Tameside

We do not currently rate independent standalone substance misuse services.

We found the following issues that the service provider needs to improve:

• The written plans of care were not up-to-date and had not been reviewed. Written plans of care lacked detail and did not sufficiently direct staff and support clients. There were gaps in the running records and missing entries, as staff were not always recording interventions. When clients received subcontracted clinical services, this was not reflected fully in service user’s current written plans of care
• Although complaints investigations were taking place, with proportionate action taken and informal meetings with clients, clients who had complained did not always receive a written response to formal complaints they made. Complaint outcomes were not properly categorised so higher managers and commissioners may receive false assurance.
• The risk management plans for some patients had not been updated for some time. Local accountability and integrated risk management planning structures were not fully robust between Lifeline Tameside as the lead agency and subcontracted parties. The reporting and recording of escalating risk was not fully supported by clear guidance on accountability and responsibility.
• Managers had identified shortfalls in care plan recording and delays in responding to individual complaints but had not ensured that these issues were fully addressed.
• The soft furnishings throughout the non-clinical areas were stained and in need of a deeper clean. Some furnishings were in need of repair.

However, we also found the following areas of good practice:

• The locations were well maintained and clinical areas were clean. There were arrangements in place to ensure subcontracted clinical services had well-equipped clinic rooms. There were appropriate staffing levels. There were arrangements in place to report incidents. The provider offered on site Hepatitis C testing and monitoring in partnership with a nearby NHS trust.
• Staff at Lifeline Tameside offered a wide range of groups and interventions to support treatment and recovery. Staff delivered recovery-focused care that took into account clients’ holistic needs. Staff used a range of tools to support the delivery of care and to monitor outcomes, which followed evidence-based practice and national guidance. Lifeline staff worked closely with medical and nursing staff who provided the subcontracted clinical services and staff in external agencies. Staff received regular supervision sessions and many had received a recent annual appraisal. Staff understood how impaired capacity might affect decisions on care and treatment.
• Clients described receiving a good quality service, which helped promote their recovery, met their needs and provided the help they needed. Clients found the new service much improved and more responsive. We observed staff providing person-centred care. There was a ‘you said, we did’ noticeboard showing how managers had taken action following client feedback.
• Clients were seen quickly and there were no significant waiting lists for the services. The service routinely offered in the evenings. The buildings were accessible and had facilities for disabled people.
• Staff were complimentary about current team leaders and managers and felt supported. Managers carried out regular checks to help monitor service delivery, team performance, incidents and risks. Staff were committed to working in partnership; there were regular partnership meetings to discuss and address the challenges of working in a partnership. The provider had plans to improve quality and develop services including plans to introduce a ‘take home’ naloxone service in the near future.