The Care Quality Commission
  • Community
  • Community substance misuse service

We are With You Redcar and Cleveland

Overall: Good read more about inspection ratings

161 High Street, Redcar, North Yorkshire, TS10 3AN (01642) 265532

Provided and run by:
We are With You

Important: The provider of this service changed. See old profile

All Inspections

6 - 7 December 2021

During a routine inspection

Our rating of this service improved. We rated it as good because:

  • The service provided safe care. Clinical premises where clients were seen were safe and clean. The number of clients on the caseload of the teams, and of individual members of staff, was not too high to prevent staff from giving each client the time they needed. Staff assessed and managed risk well and followed good practice with respect to safeguarding and ensured that clients who required urgent care were seen promptly
  • Staff developed holistic, recovery-oriented care plans informed by a comprehensive assessment and in collaboration with families and carers. They provided a range of treatments that were informed by best-practice guidance and suitable to the needs of the clients. Staff engaged in clinical audit to evaluate the quality of care they provided.
  • The teams included or had access to the full range of specialists required to meet the needs of the clients. Managers ensured that these staff received training, supervision and appraisal. Staff worked well together as a multidisciplinary team and with relevant services outside the organisation.
  • Staff treated clients with compassion and kindness, respected their privacy and dignity, and understood the individual needs of clients. They actively involved clients and families and carers in care decisions and were aware of roles and responsibilities under the Mental Capacity Act 2005.
  • The service was easy to access. Staff assessed and treated clients who required urgent care promptly and those who did not require urgent care did not wait too long to start treatment. The criteria for referral to the service did not exclude people who would have benefitted from care.
  • The service was well led, and the governance processes ensured that procedures relating to the work of the service ran smoothly.

However,

  • Staff had not completed a re-engagement plan for each client.
  • Staff were not always fully documenting that they had made consideration of capacity for each client.
  • The building at Carrington House had some repairs that needed attention and some areas were a little dated.

22 & 23 January 2019

During a routine inspection

We rated Addaction Redcar and Cleveland Service as requires improvement because:

  • There were areas of improvement required to manage safety in the service. Not all clients had an individual risk assessment. Risk assessments were not consistently fully completed to evidence that all risks had been considered. Where risk assessments had been completed it was not clear how staff planned to manage identified risks effectively.
  • The service was not consistently well led. There was no system for local risks to be identified, recorded, monitored and managed in a comprehensive way which could be viewed by staff, management and senior management. Risks could only be escalated by the service manager. The provider did not ensure that systems and processes, such as clinical audit, were adequate to ensure electronic care records, including care plans, risk management plans and recovery plans, were complete, accurate, and contemporaneous. Issues had been identified by the provider and an improvement plan was in place but this had failed to improve records by the time of our inspection.

However:

  • The service was providing effective care. The service had a multidisciplinary team of competent, knowledgeable staff who worked well together and supported each other to provide effective care and treatment to clients. Staff were well supported by management with regular supervision and support with training provided where learning and development needs and goals were identified.
  • Staff were caring. Feedback from clients was consistently positive about staff attitudes and behaviours. Clients said staff understood and managed their care and treatment in a personalised way and all clients knew their recovery coordinator who acted as a point of contact for the service. The service had access to a range of interventions to support clients and those close to them. This included clients’ social networks, employment and education opportunities.
  • The service was providing care in a way that was responsive to people’s needs. All locations had accessible client areas including clinic rooms and interview rooms. There were no waiting lists, and staff were able to see clients at short notice if required. Staff were flexible with appointment times and locations where clients could be seen and appointments were rarely cancelled. Clients were clear about the complaints process and were confident enough to raise issues if required.