New Hope

We rated New Hope as good because:

• The prescribing doctor conducted a face-to-face consultation with all clients before prescribing medicines to them. Staff reviewed the effects of medicines on patients’ physical health regularly and in line with NICE guidance.
• Client care records contained a comprehensive, up-to-date risk assessment, which included a risk management plan in relation to potential risks associated with an unexpected exit from treatment. Staff appropriately shared information about risks with other stakeholders.
• Staff had completed all mandatory training, including safeguarding children and adults. Staff also completed a wide range of specialist training, to enable them to effectively carry out their roles.
• Client recovery plans were written with the joint input of the clients and their support worker. The recovery plans were holistic, addressed all the identified needs of the clients and based upon the strengths of the client, to enable the client to build upon their personal strengths towards recovery.
• Staff had strong working links with external agencies. Representatives from the team attended multiagency meetings, jointly managed the identified risks and care needs of their clients; and, shared best practice and learning. New Hope worked closely with a local service that supported adults with a learning disability. Managers from both teams had established a joint protocol to ensure that clients of one service could swiftly receive an assessment or support from the other service.
• Staff were discreet, respectful, and responsive when caring for clients. They gave clients help, emotional support and advice when they needed it. Staff understood and respected the individual needs of each client.
• Clients could give feedback on the service and their treatment and staff supported them to do this. Staff supported, informed and involved carers.
• The service offered a range of activities and complementary therapies to clients, such as facilitated gardening sessions at a local allotment, Indian head massage; meditation; and acupuncture.
• The management team had the skills, knowledge and experience to perform their roles. They had a thorough understanding of the service and a clear understanding of how their service worked with other agencies, to meet the needs of clients.
• Staff expressed enthusiasm and pride in their work. They felt supported and respected by their managers and able to raise concerns without fear of retribution.

However:

• The client electronic care recording system did not capture whether the recovery plan was offered to the client.