Enter and View: Southside Rehabilitation Association, Lambeth

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Summary of report content

Healthwatch Lambeth conducted an announced enter and view visit on 28th June, 2016, to Southside Rehabilitation Association. SRA is charity set up to help people with serious mental health problems who want to get back to employment. At the time of the visit there were 29 clients attending it. The purpose of the visit was to talk to service users and staff to get feedback. Based on their visit and feedback from service users, HW team believed that SRA were providing their clients with a good quality of service. Clients, several of whom seemed to have high mental health support needs, were positive about gaining new skills and were particularly appreciative of the supportive relationships that they had built with their peers and staff, though some were not so sure about their goals and how to achieve them. The representatives were also pleased to learn how SRA supported clients to meet their identified needs and interests by connecting with other local services but felt their participation in shaping the service lacked. Some of the clients did express their views verbally but a more inviting system needed to be created so that those that feel they are not progressing, can express that, as they did to the HW team “SRA should not give up on people.” It was pointed out that there was a shortage of staff which resulted in activities being cancelled or rescheduled. Two clients suggested the financial incentive to attend the activities should increase. Healthwatch team made several recommendations; better and clear signage at the entrance, clearer information on the noticeboards for the clients, continuous goal setting and referral once clients are identified as ready to move on, better guidance on welfare benefits, the staff should take a more creative approach to including the clients in the delivery of this service, to welcome more feedback and make a clear complaints policy, and look into creating a ‘buddying’ system to help clients stay more focused and engaged. The service provider responded to some of the recommendations explaining the procedure and process.

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General details

Report title 
Enter and View: Southside Rehabilitation Association, Lambeth
Local Healthwatch 
Healthwatch Lambeth
Date of publication 
Tuesday, 28 June, 2016
Date evidence capture began 
Tuesday, 21 June, 2016
Date evidence capture finished 
Tuesday, 28 June, 2016
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Complaints procedure
Information providing
Other information of note about this report 
Meaningful Activities
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Structured interview
Unstructured Interview
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

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 
Age group 
All people 18 and over
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Care / support workers
Service manager
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes but provider disagrees
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.