8 April - 9 April 2019
During a routine inspection
We rated Change Grow Live Birmingham as Good because:
- Staff knew and could identify adults and children at risk of significant harm. They knew how to protect clients and keep them safe from avoidable harm. They worked well with other agencies to promote safety and attended multi-agency meetings to share information.
- The service had good multiagency team working, it had shared protocols in place to support effective working with GPs and pharmacists. The service also worked well with other agencies and organisations to ensure the needs of the client were met. Staff were kind, friendly, caring and compassionate towards clients. They identified with clients’ situations and supported clients’ individual needs and supported them to manage their care and treatment recovery.
- Clients, carers and families provided feedback on the service through surveys and feedback forms. The service actively sort feedback on the quality of care they provided. Direct access was provided to clients through the service open access duty system. The service did not operate a specific referral criteria but provided support, advice or signposting to those who required it.
- The service was inclusive and provided care and support to those who were homeless, ensuring they also had direct access to services by visiting them on the streets. The service worked in partnership with the armed forces covenant supporting veterans who experienced issues with drugs and alcohol.
- Managers had the skills, knowledge and experience required to effectively perform and lead in their roles. They had a good understanding of the service and were visible and approachable for staff and clients.
However:
- The organisation acknowledged supervision and appraisal completion rates were low. Between October 2018 to March 2019 60% to 74% of staff had received supervision. The Service had begun work streams to look at improving compliance rates and their electronic systems.
- Staff completed assessments of clients in pods within the duty area. One pod was completely see-through with a broken panel therefore this compromised the client’s dignity and privacy.