We rated New Directions Bradford as requires improvement because:

• There were areas of improvement required to manage safety in the service. Not all clients had an individual risk assessment. Risk assessments were not consistently fully completed to evidence that all risks had been considered. Where risk assessments had been completed it was not clear how staff planned to manage identified risks effectively. Staff had not identified environmental risks in client accessible areas. Not all staff had received the required mandatory training to ensure they could respond to physical health emergencies.
• The service was not consistently providing effective care. Whilst the service offered a full range of interventions these were not reflected in recovery plans. Recovery plans did not meet the individual needs of each client including their physical, psychological and social needs. Staff did not record discharge plans or clients’ individually agreed plans for unexpected exit from treatment. Staff did not have a good understanding of the Mental Capacity Act. Records did not support that staff consistently received supervision.

However:

• Staff were caring. Feedback from clients and carers was consistently positive about staff attitudes. All clients had a named recovery coordinator who acted as a point of contact for the service. The service had access to a range of interventions to support clients and those close to them. Families and carers were appropriately involved in clients’ treatment. Staff understood and addressed specific needs regarding equality, diversity and human rights.
• The service was providing care in a way that was responsive to people’s needs. All locations had accessible client areas including clinic rooms and interview rooms. Staff were flexible with appointment times and locations and appointments were rarely cancelled. Staff could make reasonable adjustments to support additional client needs. The service ensured that clients knew how make a complaint and was responsive to feedback.
• The service was well-led. There was a stable management team with managers at all levels who had the skills, knowledge and experience to perform their roles. Managers and team leaders were visible in service and staff told us that managers were approachable. All staff we spoke with told us that they felt respected, supported and valued. There were good systems and processes in place to assess and monitor quality and safety within the service. Managers had identified and had plans in place to address most areas of concern.