Archived: Addaction - Gainsborough

We do not currently rate independent standalone substance misuse services.

We found the following areas of good practice:

• The provider had low levels of staff sickness and no staff vacancies. Staff had completed mandatory training in safeguarding children and young people and safeguarding adults. The service did not use bank or agency workers.

• Staff received feedback and learning from incidents at weekly case management meetings. Minutes of these meetings were disseminated to staff by email. Staff told us they were supported by their line manager following incidents and were able to access the company employee assistance programme if required.

• Staff received supervision every four to six weeks. Records of supervision were kept in staff files. Staff had received an annual appraisal. Staff said they were able to access specialist training to enable them to develop their skills. We observed staff interacting with clients in a caring manner.

• Clients we spoke with told us staff were interested in their wellbeing and were respectful, polite and compassionate.

• The service had a key performance indicator (KPI) for waiting times from referral to treatment of three weeks. Over the past 12 months a 100% compliance rate had been achieved. The service operated extended hours one evening per week to assist clients who worked full time or could not attend day time appointments. The service also offered outreach appointments for service users who could not leave their home.

• Clients knew how to complain. Information about making a complaint was displayed in the waiting area, along with a suggestions box. Staff knew how to handle complaints appropriately.

• Staff said they enjoyed their roles and that the team was supportive. We saw positive interactions between staff members. Staff said they worked well together as a team and there was mutual support for each other. There were opportunities for staff to undertake further training to develop their role.

  However, we also found the following issues that the service provider needs to improve:

• The service did not display advocacy information within the reception for clients and staff were unsure of how they would support clients to access independent advocacy services.

• Caseloads at this service were high with the average being 70 clients per full time recovery worker.

• Not all rooms were adequately sound proofed, conversations could be heard in the corridor and adjoining rooms, this meant that confidentiality for clients could not be guaranteed.