The team work with a very difficult to engage client group, particularly at St Matthews flats.
Since February 2015 when the service became part of my area the manager, deputy and team have dealt with:
- Unexpected deaths resulting from client’s lifestyle choices
- Performed CPR on a client until the emergency services attended
- Serious police incidents following client death
- Potential child exploitation cases
- Worked with Hope for Justice when a referred person showed signs of being the victim of human trafficking, thank fully this turned out not to be the case but staff were vigilant enough to spot the warning signs.
- Worked flexible to ensure that all visits/support was provided with zero agency use
- Having an in-depth contract compliance audit which resulted in not a single default or recommendation, despite the difficult circumstances faced
- There has been no staff turnover
- Sickness has been almost non existent
- A quality and safety audit where a client was asked for their opinion, Graham Palmer who conducted the audit sent the following to the manager.
“SH had only just begun to receive a service from St Anne’s two weeks before. However he was very clear that he was very happy with the service. He stated that he had, over the years, come into contact with a number of organisations whilst searching for someone to help him. Often in the past he had felt awkward and judged and therefore has never engaged fully before.
He stated that this was the first one where he felt that staff were actually listening to him without judging him. He felt that the St Anne’s team actually wanted him to make progress and become independent. The difference between these staff and ones from other organisations was amazing. Because he already felt he could trust the team he stated that he had been able to open up in a way that he never had been able to before and discuss all his issues because he knew he was not being judged.
He continued, saying he felt St Anne’s staff accepted him for who he was and that coming into contact with the service was one of the best things he had ever done. He now feels that there is a real chance, for the first time ever, that he might be able to move on and that he already feels like he is making an improvement after just two weeks.
I should also mention that DM mentioned that, for the first time ever in his life he was going to vote after talking to me yesterday and that he felt that the reason he felt confident enough to do that was down to the support he had received from your team”.
- We ensure the individuals we support are always at the centre by actively listening, responding to and involving people.
- We provide, and can demonstrate, that services are of the highest quality.
- We learn together, sharing, celebrating and promoting good practice across the whole organisation.
- We recruit, motivate and develop a highly competent and compassionate workforce.
- We ensure St Anne’s is financially sound and delivering value for money.