Enter and view: Mosaic Clubhouse, Lambeth

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Summary of report content

Healthwatch Lambeth conducted an announced enter and view visit on 2nd March, 2016, to Mosaic Clubhouse, an ‘opportunity centre’ for people recovering from mental health. Its objective is to help it’s members gain skills and qualifications that would help them back into paid employment. It was based in a newly refurbished, and well-located premises that the HW team found to be clean and well maintained from outside and bright and airy with good access for wheelchairs, from the inside. HW spoke to 12 members and 4 staff members while visiting and received feedback on the quality of services and support, staff interaction and feedback & complaints policies and Information and sign posting within the organisation. Some of this feedback was received online. The HW team were pleased to hear the overwhelmingly positive feedback about the services, from the members, with some emphasising they felt “valued as equal partners in the running of the organisation”. The members found the range of activities ‘wide’ and varied, with very few saying they would change anything. The staff were commended by the members for their “very helpful”, “welcoming” and “non-judgemental” attitude. There was a slight concern on behalf of the HW staff that there was some “over-reliance” on the organisation by some of the members. Based on the short visit, the Healthwatch Lambeth E & V team felt that Mosaic Clubhouse delivered an effective service that was highly valued by its members and staff. The extent to which participation and involvement was internalised into the everyday ways of working at the service, was very impressive. The team felt their observations and recommendations served as suggestions to support the service from being ‘very good’ to ‘excellent’. The report recommends some improvements to the service in the shape of more training for staff, monitoring learning outcomes for students, looking for creative ways and lateral opportunities to link members’ interests to a business skills, giving members opportunity to lead unit meetings and develop their chairing skills, consider promoting alternative ways to seek suggestions, compliments and complaints, explain to members the rationale behind its no smoking policy to increase understanding and wellbeing and more specialist support for those with housing difficulties. The service provider as responded where needed.

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General details

Report title 
Enter and view: Mosaic Clubhouse, Lambeth
Local Healthwatch 
Healthwatch Lambeth
Date of publication 
Tuesday, 23 February, 2016
Date evidence capture began 
Wednesday, 2 March, 2016
Date evidence capture finished 
Wednesday, 2 March, 2016
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Complaints procedure
Other information of note about this report 
Meaningful Activities
Healthwatch reference number 
Rep-0953

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Structured interview
Survey
Unstructured Interview
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

Details of health and care services included in the report

Community services 
Community based services for people with mental health needs

Details about conditions and diseases

Types of long term conditions 
Mental health condition

Details of people who shared their views

Number of people who shared their views 
30
Age group 
All people 18 and over
Gender 
All
Ethnicity 
All
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Administrative
Care / support workers
Service manager
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Positive

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
 
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
 
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.