Archived: Becklands Also known as Hub

The service had not been previously inspected. We rated it 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. Staff assessed risks to patients, acted on them and kept good care records. All vehicles were cleaned and well maintained.
• Staff provided good care and treatment. The service met agreed response times; performance data demonstrated high levels of consistent compliance. Managers monitored the effectiveness of the service and made sure staff were competent, mandatory training compliance was 100%. Staff worked well together for the benefit of patients and had access to good information.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.
• The service planned care to meet the needs of local people and made it easy for people to give feedback. The service proactively encouraged both negative and positive feedback as they valued all feedback as an opportunity to improve. People could access the service when they needed it.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued, there were high levels of interaction between leaders and staff and positive working relationships were well developed. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities.

However:

• The service did not consistently control infection risk well, the service failed to demonstrate high levels of cleanliness and poor adherence to the principles of infection prevention and control within the location.
• Not everyone was given the same access to complain or raise concerns as all information provided was in English only and no other languages or formats were readily available.