Phoenix House

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. At our last assessment we rated this key question Requires improvement: This meant some aspects of the service were not always safe and there was limited assurance about safety. There was an increased risk that people could be harmed. At this assessment the rating has changed to Good: This meant people were safe and protected from avoidable harm.

The provider was previously in breach of legal regulations relating to safe care and treatment and recruitment of staff. Enough improvement had been made, and the provider was no longer in breach of these regulations.

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question Requires Improvement: This meant the effectiveness of people’s care, treatment and support did not always achieve good outcomes or was inconsistent. At this assessment the rating has changed to Good: This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question Requires improvement: This meant people did not always feel well-supported, cared for or treated with dignity and respect. At this assessment the rating has changed to Good: This meant people were supported and treated with dignity and respect; and involved as partners in their care.

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question Requires improvement: This meant people’s needs were not always met. At this assessment the rating has changed to Good: This meant people’s needs were met through good organisation and delivery.

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question Requires improvement: This meant the management and leadership was inconsistent. Leaders and the culture they created did not always support the delivery of high-quality, person-centred care. At this assessment the rating has changed to Good: This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

The provider was previously in breach of a legal regulations relating good governance. Enough improvement had been made, and the provider was no longer in breach of this regulation.