Liberty House Clinic Limited

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We rated caring as good. We assessed 4 quality statements. Staff treated people with kindness. They respected people’s privacy and dignity. They understood people's needs and supported them to understand and manage their care, treatment or condition. Staff involved people in risk assessment and actively sought their feedback on the quality of care provided.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People told us staff treated them well and behaved kindly towards them. People felt that their emotional wellbeing was well supported in their counselling sessions, which they spoke positively about.

Staff treated people with compassion and kindness. They respected people’s privacy and dignity. They understood the individual needs of clients and supported them to understand and manage their care, treatment or condition. Staff directed people to other services and supported them to access those services if they needed help. We saw examples of this in people's records and there was a dedicated aftercare service to support people once they had left the treatment programme.

We observed mostly positive staff practice in terms of responding to people’s needs. Staff delivered care in an individual way to people. However, on one occasion we observed a therapist sharply close down a conversation with a client stating “that’s not my job”.

People's individual needs and preferences were reflected in some of the care plans we reviewed. We reviewed some client feedback which stated that specific dietary needs were well accommodated by the service.

Staff mostly understood and respected peoples individual needs. Staff treated people as individuals, considering relevant protected equality characteristics. Staff assessed people's personal, cultural, social and religious needs where possible to ensure these were met.

During the assessment, we observed staff being responsive and sensitive to people's individual needs. People appeared confident in approaching staff for individual support.

People’s individual needs and preferences were reflected in some of the care plans we reviewed, however they were not always holistically assessed. The care plans we reviewed were not always comprehensive to support people who displayed more complex needs.

People could give feedback on the service and their treatment and staff supported them to do this. People were given a feedback survey to complete on discharge from the service. Leaders shared some feedback with us following the assessment. The feedback was largely positive with some negative feedback. Positive feedback included praise for the supportive staff, their non-judgemental approach, and for being given the skills to remain well in the community. Some commented that their treatment experience changed their lives. Some of the negative comments stated people would have liked more activities and support from counsellors at weekends. Feedback also included that facilities and comfort levels could be improved.

Staff made sure people understood their care and treatment. Staff went through a variety of different treatment documents that people were required to sign prior to admission. Staff gave people time to process the information and were available following admission to clarify anything they did not understand. Staff involved people in decisions about the service, when appropriate. All clients had access to a weekly community meeting where they could have their say about issues like food, cleanliness, and maintenance.

People signed a contract upon admission so they knew what to expect from their treatment throughout their admission. People were involved in some of the planning of their care. They were required to review and sign their assessment and planning documents. Leaders collated people’s feedback about the service. Answers to specific questions were converted into graphs and charts so that leaders could monitor the outcomes of people’s experiences.

People told us that they had their immediate needs met. People felt their needs and wishes were prioritised by the service, however feedback identified that people sometimes felt their comfort was not a priority. Some people described doors banging, furniture being uncomfortable and insufficient, as well as some facilities not working well.

Information provided by the service demonstrated that information of concern was responded to in a timely way. We reviewed responses to complaints and found that they were investigated thoroughly. Staff recognised when people needed urgent help or support and responded quickly to their needs, seeking advice where required.

We generally observed staff engaging well with people and meeting their needs during our assessment visit.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.