Cranstoun Worcestershire

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Clients can access the care, support and treatment they need when they need it. Staff told us they had a person-centred approach. They always listened, encouraged and supported patients to maintain their values and to share their opinions. Clients told us that the service was easy to access. Systems were in place to gather feedback and changes were made following that feedback.

This service scored 21 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Clients told us they were involved in their assessment and their care plans and risk assessments had been co-produced to meet their personal needs.

Staff ensured clients' care was person centred and the care planning process and interventions met the needs of the individual client. Staff told us treatment and outcomes were based on what the client wants. If clients still want to use substances, then staff go down the harm minimisation route and offer psycho-social interventions to support clients preferences.

Throughout the assessment, we were able to observe staff and client interactions. Staff approached clients with respect and dignity and were continually focusing in on the needs and wishes of the clients in their care.

The service ensured clients received joined up care that was flexible, supported clients choices and provided continuity. One client told us they had moved to Worcester from a different area of the country and their transfer of care had gone very smoothly. Clients also spoke about joined up working with GPs, recovery workers, nurses and supported housing.

Staff spoke to us about ongoing collaborative working with housing, police, probation, MARAC, mental health services and acute hospitals. Staff valued and appreciated the contribution of each individual agency and how integrated ways of working promoted continuity of care.

Clients who use the service were provided with information that was accessible, safe and secure and supported their rights and choices. Clients stated that they could access information about detox on the phone. Clients stated they had access to a range of leaflets and that information was available to clients via 2 screens which were situated within the main reception area. Two clients stated that they could access information via their key worker. One client stated that leaflets in GP surgeries would be helpful as not many people know the service is available.

Staff had access to a wide range of leaflets and booklets which they shared and explained to clients. Information was tailored to individual needs and preference and was in line with best practice guidelines.

Clients told us they were involved in their assessment and their care plans and risk assessments had been co-produced. Clients knew how to provide feedback to the service and felt able to do so. Feedback forms from the commissioner were available at reception for clients to complete. There was a board at the reception area where clients are able to write positive feedback and this is taken a photo of and shared on the screen. The service has a dedicated service user representative and service user forums set up in Redditch and Worcester with plans to set up a forum in Bromsgrove and Wyre Forest.

Staff and leaders stressed the importance of care delivery being client led. Staff were committed to client focused care and treatment, education and ongoing support. Staff valued learning from complaints to improve care and treatment for clients.

There was a compliments, concerns and formal complaints log in place which demonstrated there had been 7 formal complaints, 6 concerns and 44 compliments received from September 2023 to February 2024. All had received feedback in a timely manner. There was a compliments, concerns and formal complaints policy in place that staff adhered to through the log in place. There had been a number of surveys in place to obtain feedback such as the rough sleeper and homelessness service consultation which provided positive results and feedback. There was a live women's survey at the time of our assessment looking at those individuals who use the service and identify as a woman.

Clients can access care, treatment and support when they need to and in a way that works for them, promotes equality and removes barriers. Clients told us there was good access to services, and staff were available to them when required. Information was available to clients in an accessible format.

Cranstoun is the main hub within the service and offered a mixture of shared care services via service level agreements with GP services (via 26 contracts). Workers spent one day a week working alongside the primary care team. This reduced the risk of stigma and promoted easier access for clients. In addition, the service had two other hubs. One hub is in Kidderminster, and the other is in Redditch. The service contract is focused on equitability of access.

Clients interviewed found that staff were easy to access. Staff were available by telephone when required and that staff would ring back. One client told us that there was good communication with staff. Another client told us that staff had told them to feel free to come in when required.

The service had both a triage and a duty system which all staff participated in. Staff actively tried to engage with clients. The service employed specific staff members, who engaged with clients who were sleeping rough. Staff also attended homeless shelters, local churches and soup kitchens to engage with clients. The service had an Engagement policy which staff followed. Staff actively engaged with clients when they were admitted to in-patient rehabilitation services, acute hospitals and prisons. The service had daily discussion regarding any patients who were disengaging with services or who were being discharged. All patients were actively supported on the day of their discharge. Staff made arrangements prior to planned discharges/releases to find accommodation and ensure that aftercare arrangements were in place.

Clients spoken to did not have a view on planning for the future. Client’s decisions and what matters to them were delivered through personalised care plans that were shared with others who may need to be informed. Professionals work together to achieve clients future goals.

The provider has in place a 5-year strategy. Future ways of working have been discussed with commissioners. Decisions have been agreed to employ nurses and pay for them to access non-medical prescribing training. This will result in an increase in non-medical prescribers in the future. The service also has access to available funding sources in order to develop additional services.