SMELLY drains, staff with no formal complaints training and care plans that failed to meet government guidelines put a drug and alcohol recovery service on the road to a critical inspection report.
CGL (Change, Grow, Live) Rotherham on Moorgate was inspected by the Care Quality Commission over two days in February and was ranked as “requiring improvement” for effectiveness, leadership and responsiveness.
Inspectors said it was “good” for safety and care but gave an overall “requires improvement” rating.
The CQC noted: “Occasionally, there was a very unpleasant smell of drains in the basement and ground floor of the building.
“The provider had sought professional advice and cleaning on more than one occasion, but the source of the problem had not been identified. This could be off-putting for clients, staff and visitors.”
Inspectors spoke to some clients who said they had not been provided with information about how to complain, but felt comfortable asking their key worker if they needed to know.
CGL Rotherham had a complaints policy in place which staff understood, but they did not always know how to handle complaints, the CQC found, and did not receive any formal training.
“We spoke with one person who told us they had rung the service to make a complaint but had not got anywhere,” inspectors said.
“We raised this with the provider who contacted the complainant.”
Care plans were reviewed and updated “only when clients’ risks were reviewed rather than when their needs changed” and “did not always reflect current goals”.
In one example, the client had become drug-free but this was not mentioned in the care plan.
Plan goals were “not always specific, measurable, or time bound”, inspectors said, adding: “Overall, the care plans we looked at did not meet guidelines issued by the department of health” and there was no policy in place “to guide staff on what constituted a suitable standard for a care plan”.
The CQC also spoke with 14 clients, who “without exception” said staff were “caring” and “compassionate”.
“Some clients praised individual staff and one or two told us the help they received had saved their lives,” inspectors noted.
The CQC saw “many examples” of staff giving clients practical and emotional support.
All areas of the premises were “clean, well-maintained” and “fit for purpose” and staff cleaning records were up-to-date.
Inspectors also highlighted the “outstanding practice” of the hepatitis C testing and treatment pathway as “innovative and of great benefit to clients”.
CGL took over the contract at Carnson House on Moorgate Road in 2019, and this was the first visit by CQC inspectors.
A CGL spokesperson said: “We are working with the Care Quality Commission (CQC) to develop an action plan which will address the areas of service delivery that did not receive ‘outstanding’ or ‘good’ ratings.
“We look forward to welcoming the CQC back soon, so we can share the progress we are making to deliver the best care we can for those who use our services.”