Crosby Women's Service

People's experience of using this service: Crosby Women's Service was exceptionally responsive to the needs of the people living in the service and promoted a calm and relaxed therapeutic environment for people adjusting to living back in the community from long term inpatient mental health services. Facilities included a therapy room which could be accessed for a variety of treatments by a trained person and communal living areas to encourage people to form social relationships and reduce the risk of feeling isolated. There was also a respite room maintained by the people supported which was available for people planning to move into the service as well as people who had moved on but may need to access extra support. People living at the service gave us examples of the positive impact the support offered had made on their lives including one person feeling they had 'got their life back' and other people told us how they had been able to develop new friendships and had a sense of purpose through voluntary work opportunities.

People received care and support from staff who were caring and respectful. People's needs had been fully assessed with a significant emphasis to develop trusting relationships with people. The service worked in close partnership with other agencies to achieve this.

There was a strong person centred culture. Support plans were extremely person centred and people were fully involved in the planning and review of their care. Promotion of independence was at the heart of the service as well as supporting people to develop their confidence and ordinary living skills following long periods living in hospital.

Privacy and dignity was respected at all times and people spoke extremely positively about the staff and management team. We were told by one person, "Staff are great, very approachable. The manager is great, the team leader is great. Staff are always here on time and friendly. I can't fault the service".

The registered provider complied with the principles of the Mental Capacity Act (MCA) 2005. Staff understood and respected people's right to make their own decisions where possible and encouraged people to make decisions about the care they received. Consent had been sought before any care had been delivered in line with legal requirements. Where people had conditions under the Mental Health Act 1983, staff were knowledgeable and they were clear in support plans.

People knew how to make a complaint and they were confident about raising concerns should they need to.

The manager worked in partnership with other agencies to ensure people received care and support that

was consistent with their assessed needs.

Safe recruitment practices were in place and people were supported by staff that had undertaken a thorough induction process and training relevant to their roles. Enough staff were employed to meet the needs of the people using the service. Staff were supported through regular supervision, team meetings de- briefs and reflective practice sessions. Staff felt well supported by the current manager.

People were protected from the risk of harm and abuse. Staff had received training and felt confident to raise any concerns they had.

Medicines were administered by trained and competent staff and people were supported to be as independent as possible.

Staff had access to personal protective equipment (PPE) to prevent and control the spread of infection.

There were robust governance systems in place to ensure that the quality of the service was monitored.