Hartlepool Civic Centre

We rated this service as requires improvement because:

• The service had had several staff vacancies over a prolonged period which had put pressure on staff. As a result, the service was failing to meet all of the 5 mandated contacts for parents’ babies and children.
• The service did not have a standard operating procedure for staff to follow and understand for safeguarding referrals to ensure all staff used the safest route of referral from professional to professional. The service did not have an audit process to monitor referrals to the local safeguarding authority.
• Mandatory training monitoring comprised of both manual and electronic data therefore managers were not fully informed of updated training data at all times. Not all staff were compliant with mandatory training.
• The service shared a vision and values as part of the wider Hartlepool Borough Council Children’s service which not all staff were working to.
• Learning from complaints, compliments and incidents were not standard agenda items for all team meetings to inform staff and improve the service on a regular basis.
• Managers were working to improving methods to collect further feedback from children young people and families to continually improve the service and understand the needs of the clients.
• We found 1 set of baby weighing scales in use which were outside of calibration dates. There was a system for auditing this however, it had failed to highlight the error.

However:

• Staff provided good care and treatment to children, young people and families in a holistic and family focussed way. Staff worked well together for the benefit of children and young people, advised them and their families on how to lead healthier lives, supported them to make decisions about their care and had access to good information.
• Staff had training in key skills, understood how to protect children, young people and families from abuse, and managed safety well. Staff assessed risks to children, young people, and their families, acted on them and kept good care records.
• Staff treated children, young people and families with compassion and kindness, respected their privacy and dignity, took account of their individual needs and helped them understand their conditions. They provided social, emotional and practical support to children and young people and families.
• Feedback from families was complimentary of the service, recognising professionalism, respect and compassion given from staff.
• Staff felt respected, supported and valued. Leaders and staff were focused on the needs of children and young people receiving care. Staff were clear about their roles. The service engaged well with children, young people and the community to plan and manage services and all staff were committed to improving services continually.