Archived: Napier Road

People who used the service said that staff were respectful and treated them with dignity. We found the accommodation was clean and comfortable and provided people with the facility for quiet time to reflect on work which was required as part of their treatment plan. There was a maintenance programme in place to ensure the premises and any equipment available to people who used the service, was safe and suitable for use. One person using the service told us, "It's the best thing ever, a brilliant programme."

The provider had a complaints policy that was made available to everyone who used the service, and we noted that the provider responded appropriately to complaints and concerns that were raised with them.

Records were well maintained and stored securely, both electronically and as paper documents.

They all spoke very positively about the staff, who they said were very competent and confident. One person said, "They're firm but fair and very knowledgeable. It's a no frills place but really delivers on quality." Another person told us, "The staff are amazingly informed about addiction treatment, they're fantastic."

The records that we looked at provided an audit trail to show that appropriate recruitment checks had been carried out on staff to ensure they were suitable to support the people using this service. The provider advised us that work was ongoing to strengthen their recruitment processes further.

People described a strict contract and timetable of treatment and support, but said they recognised this was an important part of their treatment. People said that where possible, they were given choices, and although they understood that the ethos of the programme involved some restriction on choices for the treatment to be effective, they felt these were 'a bit harsh'.They confirmed they had received good information about the service either on, or prior to admission, and said that the PCP Luton website was very informative and had been helpful to them and their families when making decisions about the treatment programme they should join.

People complimented the staff who supported them. One said. 'The counsellors are good and their constructive criticism is helpful".