The Care Quality Commission (CQC) has rated Wirral Ways to Recovery which delivers services in Birkenhead and Wallsey, as outstanding overall, following an inspection in August.
Wirral Ways to Recovery, run by Change, Grow, Live, is part of a national charity that provides treatment and support to vulnerable people facing addiction, homelessness and domestic abuse.
CQC carried out this unannounced inspection as part of a selection of services rated good and outstanding to test the reliability of our new monitoring approach.
Following the inspection, the service has remained rated outstanding overall, and for being well-led. The service remains rated as good for being safe and responsive to people’s needs. How effective the service is has improved from good to outstanding, and caring has moved from outstanding to good.
Karen Knapton, CQC head of hospital inspection, said:
“At Wirral Ways to Recovery, we found an outstanding and exceptionally well-led service. We found that managers were visible and approachable and were deeply invested in the care and well-being of people using the service.
“At every step of the way we saw how people were included in their care plans to make sure their treatment suited them. Staff gave people help, emotional support and advice when needed, and people told us staff had helped change their lives.
“We saw how the outreach team went the extra mile to engage with vulnerable people who found it difficult or were reluctant, to seek support from mental health services. The service had an outreach team who visited places such as the town centre, to help and encourage people to access support. The team also made treatment more accessible by helping with transport or arranging alternative venues.
“Wirral Ways to Recovery thoroughly deserve the overall outstanding rating. I would encourage other providers to read the inspection report and learn from the personalised quality of care and treatment being delivered.”
Inspectors found the following during this inspection:
- The service was easy to access. Staff were able to prioritise referrals and ensure urgent referrals were seen promptly
- Staff planned and managed discharge well and had alternative pathways for people whose needs could not be met
- There was strong and effective leadership at all levels
- The service had a positive culture of continuous improvement. This included staff skills, competencies, governance, safeguarding, communication and staff well-being
- The service supported people to access education, volunteering and employment opportunities
- There was a dedicated team who worked with people with young children
- Staff treated people with compassion, kindness and respect. They fully understood the individual needs of people receiving care and treatment
- Staff felt respected, supported and valued. The service promoted equality and diversity and provided opportunities for career progression.