Eccleshill Treatment Centre

We rated this location as good because:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. They managed medicines well. The service managed safety incidents well and learned lessons from them.
• Staff provided good care and treatment, gave patients enough to eat and drink, and gave them pain relief when they needed it. Managers monitored the effectiveness of the service and made sure staff were competent.
• Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to good information. Key services were available seven days a week.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, and understood their individual needs. They involved patients and families and carers in care decisions.
• The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for treatment.

However:

• The vision and values were not embedded and there was no strategy with key performance indicators to support monitoring of the delivery of the vision;
• The culture around staff challenging poor practice required further embedding. For example, we found two instances where staff could have challenged poor practice but did not do so.
• Documented governance of outpatients, except for perhaps endoscopy related outpatient services, was absent. It appeared all governance of outpatients was operated through the endoscopy end-users meetings. Outpatients lacked a focussed governance meeting forum.
• We found there was no effective risk management policy and the risks we found on inspection did not match the risks on the service’s risk register.
• Information management required improvement. For example, we found a major breach of good practice in information governance.