Updated 8 August 2018
We rated the Priory Wellbeing Centre Canterbury as good because:
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Patients said that the staff were kind, caring and compassionate. They were very positive about the support, therapy and treatment they had been receiving. Staff encouraged patients to give feedback about the service.
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Staff used a range of appropriate screening and assessment tools to help assess patients’ mental health. These were undertaken to monitor how effective treatment had been in helping the patient recover. The service delivered a range of psychological therapies recommended by the National Institute for Health and Care Excellence. There were effective handovers and channels of communication between team members. The team had good links with other services within mental health pathways. Staff had effective working relationships with professionals and agencies external to the organisation.
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The service was able to assess patients quickly. There were no waiting lists for either referral to assessment or from assessment to commencement of therapy or treatment. Evening appointments were available four days each week and a Saturday morning clinic was also available for those patients at work, college or with other commitments during the day.
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The centre was clean, well maintained and staff carried out regular environmental audits. The consulting rooms, reception and waiting rooms were soundproofed to maintain confidentiality. The waiting area was spacious, well furnished, with availability of hot and cold beverages for patients and visitors.
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The service was wed-led and staff at the centre had systems and procedures in place to ensure that the premises were safe and clean. There were enough staff available who were well trained and supervised regularly. Any incidents were investigated promptly and recommendations had been implemented following any lessons learnt from incident investigations, complaints and safeguarding alerts.
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Staff felt valued and listened to, which gave them more confidence to contribute new ideas. Staff told us they felt proud about working for the organisation and they were motivated and passionate about providing care and treatment for patients to a high standard.
However:
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Out of 11 patients’ care records, two had no risk assessment documented and five risk assessments had not been updated according to the provider’s policy. In addition, patients did not have any crisis or contingency plans documented. A requirement notice was issued in relation to the above. See ‘Action we have told the provider to take’ section for more information.
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Four patient care plans were not up to date in line with the provider’s record keeping policy.
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There was no documentation in the electronic care records to show that patients had been involved in discussions about their treatment of therapy or that patients had received a copy of their care plan.