Our START stars are outstanding says CQC

October 10, 2016 by Southend Borough Council

A vital social care and health service that provides care and rehabilitation to people in the community has been judged as outstanding by the Care Quality Commission (CQC).

The Southend Therapy and Recovery Team (START), which provides short-term care to enable people to recover and/or maintain their independence as quickly as possible, was said to be exceptionally well led, following an inspection in July this year.

Users expressed ‘great satisfaction’ about the service and said how the team had ‘provided excellent care and support to enable them to do things for themselves and regain their independence as quickly as possible’, enabling many to ‘regain their previous lifestyles.’

The glowing report also showed that the management team was committed to finding new and innovative ways to help support people to regain their independent and lead a full and active life, whilst being in control of what happened to them.

Lesley Salter, Executive Councillor for Adult Social Care, says: “This is a report to be celebrated. It is not easy to achieve an ‘outstanding’ judgement so I would like to congratulate the management and their staff for this fantastic achievement.

“It is especially heartening to read so many positive comments made by the people who use the service and to hear what a difference it is making to their lives, by helping them to recover in their own homes, and regain their confidence and independence.

“Services like this are vital to help people retain their quality of life, and it is so important that they provide users with a well-led and caring service, and it is clear that we are doing just that. |It is also clear that the service listens to feedback and adapts its services and plans accordingly. Well done to everyone involved.”

The CQC inspects and judges services on five key areas. START was judged as follows:

Is the service safe? – Good

Is the service effective? – Good

Is the service caring? – Good

Is the service responsive? – Outstanding

Is the service well-led – Outstanding

Overall rating for this service - Outstanding

Other comments in the report included:

The rehabilitation assistants told us that the registered manager led by example and had strong values and a desire to learn and implement best practice throughout the service. All staff were very highly motivated and proud of their service and added that they were fully supported by the registered manager and they had an extensive programme of training and supervision that enabled them to provide a high quality service to people and enable them to gain control of their lives after a life changing illness.

The quality assurance systems in place were very effective and improvements were seen to have been made as a result of learning from people's views and opinions. This meant people benefited from a constantly improving service that they were at the heart of.

The service was exceptionally responsive. Changes in people's needs were quickly recognised and appropriate. Prompt action would be taken, including the involvement of external health care professionals where necessary.

People felt the service was very flexible and based on their personal wishes and preferences. Where changes in people's care packages were requested, these were made quickly and without any difficulties.

People were actively encouraged to give their views and raise concerns or complaints. People's feedback was valued and people felt that when they raised issues these were dealt with in an open, transparent and honest way.

START are based in Pantile Avenue, Southend-on-Sea and can be contacted on 01702 606917.