The Care Quality Commission
  • Mental Health
  • Independent mental health service

Archived: Turning Point - Hertfordshire Community Mental Health Services

Office 1, 1 Higgins Walk, Hitchin Rd, Stevenage, Hertfordshire, SG1 4YP (01438) 367545

Provided and run by:
Turning Point

All Inspections

8 November 2013

During a routine inspection

Before people received any care or treatment they were asked to provide their consent to the support they needed. Records showed the provider acted in accordance with their wishes. One person who used the service told us, '[Keyworker] always checks I am happy before assisting me, when it comes to helping and supporting me we are like a partnership.'

People's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. One person who used the service told us, 'I like the flexibility I have with my worker, it means I can prioritise the support I receive around my needs.'

We found that staff cooperated with others involved in the care, treatment and support of people who used the service when the responsibility was shared with one or more services, individuals, teams or agencies.

Staff were supported through a regular system of supervision and annual appraisal to review their performance and set development objectives. They also received a range of suitable training. One staff member told us, "The support is very good here, I worked for a similar company before Turning Point, but I feel much happier here with the training and support I am given."

People's records were clear, accurate and updated where necessary. We saw that people's records were stored securely and staff had received training in relation to information security.

22 January 2013

During a routine inspection

When we visited Turning Point Hertfordshire Community Mental Health Services on 22 January 2013, we chose four people at random to call and speak with about the support they had received. We also spoke with the relatives of two people who were unable to communicate with us on the telephone. Without exception people told us they were very satisfied with the service. One person said, "I'm very happy they come, they're a great help and treat me very well."

We noted from the care files that people were offered support at a level which encouraged independence and ensured that their individual needs were met. Everyone that we spoke with had very specific needs and received a different level of care accordingly. One person we spoke with was the full time carer for their relative, and they told us how grateful they were for the support they got which allowed them to have a few hours free time each month. Another person said, "They help me with anything I need, filling in forms or coming to appointments with me. I'm really grateful."

The staff that we spoke with were knowledgeable about the people they supported. They recognised when people were vulnerable and were able to demonstrate how their role and responsibilities ensured people were safe.

The provider had systems in place to ensure people were involved in the quality monitoring processes for this service. People were encouraged to share their views and opinions to help improve the standard of care provision.