PCP (Luton) Limited

We rated Luton as good because:

• Emergency equipment at both the treatment centre and detoxification house was in date, regularly tested and ready for use.
• At the time of inspection there were no staffing vacancies. Between August 2017 and July 2018 there were no unauthorised absences or sickness days taken by staff. Overall, 100% of staff had completed an induction and mandatory training.
• All clients had an initial risk assessment, all risk assessments were up to date and included what process to follow for a client who unexpectedly exited treatment. Risk management plans were individualised. All client files contained a full assessment of the client’s history and previous treatment. The doctor completed thorough medical assessments at the point of a client’s admission for treatment including a physical health examination to ensure suitability for detox.
• Staff received feedback from incidents, both local to Luton and PCP nationwide during twice daily handovers and team meetings. Staff could tell us about changes and learning from incidents.
• Staff reviewed and updated individual treatment plans regularly. Treatment plans were holistic, personalised, recovery orientated and looked at a client’s strength areas.

• The service offered daily activities and therapies alongside 12-step treatment. Interventions offered included training and work opportunities.
• All clients accessing treatment were temporarily registered with the local GP surgery for any healthcare needs. Clients were offered support to access the dentist, opticians, smoking cessation, sexual health and genitourinary medicine clinic. The service developed information-sharing processes and joint-working arrangements with other services including the local genitourinary medicine clinic, GPs and dentists.
• Staff had a minimum of quarterly line management supervision, counsellors also participated in monthly clinical supervision with an external supervisor. All eligible staff had a recent appraisal completed. Staff had access to bi-weekly team meetings and daily handovers.
• Clients we spoke with told us they felt empowered in their treatment. Clients said staff were caring, respectful and supportive.
• Staff encouraged family feedback. Families could be involved in treatment progress with client agreement.
• The service had a robust process in place for managing complaints. Clients knew how to make a complaint.
• Staff were passionate about reducing the stigma attached to people who use substances, supporting them to recover from their illness and realise their potential. Staff felt respected, supported and valued by their peers and by management. Staff felt positive and proud to work for PCP as an organisation and they had been able to implement new groups.

However:

• Communal rooms, one-to-one rooms, bathrooms/ toilets at both the detoxification house and the treatment centre were not fitted with alarms and staff were not using lanyard alarms.

• Some clients had not been offered a copy of their treatment plan.

• Some clients said they would benefit from more one-to-one sessions.