Delamere Health Ltd

We rated the service as good because:

• The service provided safe care. The premises where clients were seen were safe and clean. The service had enough staff. Staff assessed and managed risk well and followed good practice with respect to safeguarding.
• Staff developed holistic, recovery-oriented care plans informed by a comprehensive assessment. They provided a range of treatments suitable to the needs of the clients and in line with national guidance about best practice.
• The teams included or had access to the full range of specialists required to meet the needs of clients under their care. Managers ensured that these staff received training, supervision and appraisal. Staff worked well together as a multidisciplinary team and relevant services outside the organisation.
• Feedback from clients was exceptionally positive. Staff were motivated to offer care that was kind and promoted people’s dignity.
• Client’s individual needs and preferences were considered as part of the delivery of tailored services.
• The service worked proactively to manage people’s addictions and the wider implications of long-standing addiction including considering the physical health and mental health impact.
• The service was well led, and the governance processes ensured that its procedures ran smoothly so that most issues were appropriately escalated and addressed.
• Managers quickly addressed minor issues we found on inspection including the orderliness of the clinic room, labelling equipment to show it had been calibrated and revising their complaints policy to reflect CQC’s role in individual complaints.

However:

• While staff had access to specialist training on an ad-hoc basis, some specialist training was not provided on a routine and regular basis to all relevant staff such as learning on physical health and the physical impact of detoxification.
• Most incidents showed that individual and organisational lessons had been learnt. The exception was relating to minor medicines errors where staff completed reflective practice, but the provider had not fully considered organisational learning or changes to prevent a reoccurrence of these type of minor incidents.