Orri

This was our first inspection of the location since it registered with the Care Quality Commission. We rated it as outstanding because:

• Staff were proactive in assessing, managing and anticipating risks to clients and themselves. The service had enough medical, nursing and therapy staff to keep clients safe and to control infection risks. Staff had training in key skills and managed safety incidents well. The service had clearly defined and embedded systems, processes and policies to keep people safe.

• There was a truly holistic approach to assessing, planning and delivering care and treatment to all people who use services. Staff provided an extensive range of care and treatment for clients which exceeded national guidance and best practice examples. Staff from different disciplines worked together to make sure clients had no gaps in their care.

• Staff treated clients with compassion and kindness and valued them as partners in their recovery. Clients told us that staff went the extra mile and above and beyond what they expected of them. Clients felt fully respected and valued as individuals and were empowered as partners in their care, both practically and emotionally. There was a strong person-centred culture.

• Families and carers received a very high level of support from the service, so they, in turn, were able to provide informed support to their family member. If the client consented, their relatives could be involved alongside them in a wide range of therapeutic activities and meetings.

• Staff found creative ways to meet clients’ specific needs. Technology was used in innovative ways to ensure clients had timely access to treatment, care and support. People’s individual needs and preferences were central to the delivery of tailored services. Staff helped clients with communication and helped them to access cultural and spiritual support.

• Clients were involved in the development of the treatment programme and the recruitment of staff. Their input was valued, and they had a significant influence on service improvement.

• Staff participated in clinical audit, benchmarking, research and quality improvement initiatives.

• Staff felt respected, supported and valued, and were passionate about their roles. There was high staff morale within the service.

• Managers demonstrated that they were very experienced, knowledgeable and highly skilled in their roles. They used reliable database and governance systems and had created a bespoke IT system for the service. Managers had built positive and collaborative relationships with external partners to help meet the needs of clients.