Enter and view: Connelly House, Lambeth

Healthwatch Lambeth conducted an announced enter and view visit on 8th September 2016, to Connelly House, a 24-hour supported accommodation service supporting anyone with complex mental health needs, using a recovery model to help them into step-down accommodation. The HW team spoke to 8 service users, asking them about the quality of the support and the activities at Connelly House, their views on the staff and their level of engagement with other activities and services in the area.

The HW representatives commented on the outside of the premise, finding it clean and tidy and the inside, comfortable and spacious with plenty of signposting and information for the service users. The service users were friendly and approachable. They commended on the home on its ‘high quality physical interior’ also praising the support from the staff, who “are always available to talk”. HW team found the idea of sharing a flat between two residents, as beneficial. The report lists the range of activities offered but also highlights the inconsistent involvement of the service users with external services. Overall, feedback about the staff was overwhelmingly positive.

HW team were very impressed with the clear care and effort put in by staff members as well as the sense of community that the service has been able to foster amongst service users and staff. There were many examples of good practice and sincere efforts by staff to fully support their service users. These practices had evolved on an informal level as a result of the close relationships between staff and service users.

HW recommended that in order to consolidate and build on such strengths, it may be beneficial for Connelly House to translate such practice into a better-defined service delivery model, formalising clearer expectations and service pathways for their service users. Also, delivering more training for staff, increased signposting and letting staff grow and develop were other suggestions made. Strengthening more formal referral pathways and key contacts within local projects and services instead of doing it individually.

The service provider responded to some of the recommendations clarifying how they adopt these actions currently in the organisation.