We rated Swanswell Kidderminster as good because:

• The service kept people safe from avoidable harm by ensuring there were sufficient staff with the right training, supervision, knowledge and skills. Risk assessments were thoroughly completed and care was planned around the client’s individual needs. Staff had good awareness of safeguarding issues, they followed the service’s lone working policy, incidents were reported, and lessons learnt were cascaded to staff.
• Staff used best practice and national guidance to complete comprehensive assessments, which enabled the development of personalised and holistic recovery plans detailing the appropriate treatment and care.
• Staff worked closely together and with external partners to ensure clients’ received effective and consistent care and treatment, and monitored outcomes regularly.
• Clients told us staff treated them respectfully and with dignity, and they were involved in their own care. They felt they were listened to and both clients and carers were provided with relevant information and support to manage their recovery. The service invited feedback which was shared at a local and national level.
• The service responded to clients quickly and managed their caseload effectively to ensure they could provide care when the client required it. The service was meeting its targets and dealt with complaints effectively.
• The service supported clients to access work, education and mutual aid to enhance their recovery and was accessible to those people protected under the disability and discrimination legislations.
• There were good governance arrangements in place and experienced managers and staff monitored the quality of the service they provided through the use of audits, client feedback, incidents and complaints and key performance indicators. Staff were positive about the service and their managers.
• The service encouraged innovation and had implemented quality improvements across the service to enhance the service they provided to their clients.