STARS (Southend Treatment and Recovery Service)

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

This means we looked for evidence that the service met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained as good.

This meant people’s needs were met through good organisation and delivery.

Staff managed referrals effectively, allowing people to access the service immediately, including via self-referral. Those at increased risk of physical health concerns or withdrawal were prioritised and seen by a clinician promptly, often on the same day. The design, layout, and furnishings at the service supported peoples’ treatment, privacy and dignity. Staff supported people with activities outside the service, such as work, education and family relationships. The service met the needs of all people – including those with a protected characteristic. Staff helped people with communication, advocacy and cultural and spiritual support. The service treated concerns and complaints seriously, investigated them and learned lessons from the result.

We have not awarded this service a score for Responsive.

Find out about when we will not publish a key question score and what we look at when we assess Responsive.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The service ensured that people were at the centre of their care and treatment, working in partnership with them to respond to any changes in their needs. Staff made adjustments for and were flexible with all people who required additional support or specific provisions to support them to engage with care and treatment.

Staff explained that the length of treatment was tailored to the individual, their pathway, and preferences.

The service offered both psychosocial therapy groups and individual therapy to meet peoples’ needs, with timetables displayed at each hub. People we spoke with described the groups as meaningful and supportive.

The service met cultural, religious, spiritual, and communication needs through initial and comprehensive assessments, providing tailored support such as dietary options, prayer facilities, interpreters, accessible materials, flexible appointments, and reasonable adjustments. Staff and peer supporters received EDI training to ensure people felt respected and supported.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The service supported people to plan for their future using a person-centred, strengths-based approach, starting at initial assessment and continuing through regular recovery coaching and one-to-one sessions. People were actively involved in care planning and supported to set goals, explore aspirations, and make informed decisions.

A range of therapeutic groups, recovery tools, and peer networks helped build skills, confidence, and social connections. The service worked closely with treatment teams, partner agencies, and housing providers to ensure smooth transitions and access to stable accommodation. Employment, training, and education support was also offered, empowering people to achieve long-term recovery and future goals.

Staff supported people to maintain contact with their families and carers, where appropriate.

Staff supported people to access their chosen place of worship within the community and attempts were made to engage with faith leaders and community groups to widen the accessibility and awareness of the service.

Engagement events promoted inclusion and wellbeing. Addiction Week in November 2024 involved over 80 participants with sessions, speakers, and the “Got Talent” livestream showcasing performances by people in recovery.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Staff had access to the equipment and IT systems required to conduct their roles, with information governance systems ensuring the confidentiality of people’s records.

Leaders were provided with relevant information to support their management responsibilities, including data on service performance, staffing, and training, which was regularly monitored and reviewed.

Staff submitted notifications to external bodies as required, including the Care Quality Commission, and made safeguarding referrals to the local authority in line with policy.

People using the service were supported to access information about treatment and local services. Staff provided harm reduction guidance, signposted to local resources, and maintained strong partnerships with community services to offer holistic support, including housing and homelessness assistance. Information about treatment and local support was displayed and leaflets were made available in languages spoken by people.

The service made it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. They involved them in decisions about their care and told them what’s changed as a result.

Between February and October 2025, the service received 66 compliments. Feedback highlighted high levels of satisfaction, with staff described as kind, helpful, compassionate, and supportive, and individuals were often specifically recognised for their care.

The service made it easy for people to provide feedback, share ideas, or raise complaints about their care, treatment, and support, and ensured they were informed of any changes made as a result.

People knew how to raise concerns and reported that complaints were handled appropriately with feedback provided. Staff were familiar with the complaints policy and understood how to manage concerns. The service received 2 complaints between February 2025 and October 2025 involving timeliness of their duty response on one occasion and sharing information on another. All complaints were documented, assessed, and addressed. Managers provided feedback following investigations.

The service was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

The service was easy to access and available to anyone requiring support with substance use in the county. People were able to attend on a drop-in basis, access support online or by telephone, and book appointments, which reduced waiting times for initial assessments.

The service were due to operate a rapid access clinic, starting in May 2026 with the plan to provide sessions at other locations too.

The service had dedicated rough sleeper workers who delivered outreach support to people experiencing homelessness, helping to improve access to care and engagement with the service.

There were effective processes in place to prioritise urgent referrals. People at higher risk, including those using high-risk injection sites, were assessed promptly. Pregnant women and other vulnerable women were fast-tracked into treatment.

The service had a hospital liaison worker based within the local hospital to support people to access the service directly and ensure continuity of care following discharge. The criminal justice team maintained strong links with prisons, enabling timely engagement and support for people upon release.

Staff demonstrated flexibility in delivering care, including arranging medical reviews and appointments in the community settings and undertaking home visits where appropriate, to meet the individual needs of people, particularly those with mobility issues, housing needs, or caring responsibilities.

The service met with a midwife to discuss joint working opportunities to support pregnant women to stop smoking and with substance misuse. Plans included delivering cannabis awareness training and developing a women’s group. The service also promoted the use of ‘Breaking Free Online’ as an additional digital support programme.

Barriers to engagement for women were identified, particularly in relation to childcare. In response, the service had engaged with local children’s centres, which recognised a gap in provision. This created opportunities for joint outreach, including brief engagement through “stay and play” sessions, to improve access and encourage women to engage with support services. The service also held a women’s only group at the location.

The service offered weekly online LGBTQ+ groups specifically for trans, non-binary, and gender non-conforming people, providing targeted support and peer connection.

The service also offered online groups, providing additional access and support for people who may not be able to attend the service in person.

The service had established links with organisations supporting sex workers and individuals involved in chemsex, enabling staff to work collaboratively with specialist services and provide targeted, informed support to people with these needs.

The service had a dual diagnosis worker in place to support people with co-existing mental health needs and to facilitate appropriate referrals to, and from, relevant services where required.

The service maintained positive relationships with GPs and community practitioners, including offering training and sharing updates.

The Organisation was developing an in-house blood testing project which was being piloted at another Forward Trust community service. Once the pilot has been completed and evaluated as successful, the service had intentions to replicate the model at the Southend service.

The service offered a dedicated 50+ group, incorporating coffee mornings and health and wellbeing activities, alongside practical support such as developing digital skills (e.g. managing bills online), education, and fostering a sense of belonging.

Information was available in accessible formats, including multiple languages, to facilitate engagement.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The service introduced a refreshed equality impact assessment process in 2024, which was embedded across the organisation to review key policies, programmes, and service developments.

The Forward Trust’s Equality Diversity Inclusion Strategy placed an emphasis on making services accessible to all people, particularly those from underrepresented or marginalised groups.

The service ensured mandatory equality diversity inclusion training was provided for all new starters, and regular webinars were delivered to upskill staff and encourage sharing of experiences. Employee Resource Groups supported peer learning and shared experiences. A service accessibility working group had been established to drive a cross-organisational approach to inclusivity and accessibility.

Staff within the service and the wider organisation promoted a culture in which the people using the service felt empowered to give their views.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The service supported people to plan for their futures by extending recovery beyond structured treatment. People accessed one-to-one Recovery Support, health and wellbeing workshops, volunteering, mentoring, and coaching to build skills, independence, and resilience.

People could return to the service at any time to engage in sessions or seek support as required.

Where appropriate, individuals accessed recovery-based supported accommodation with access to a structured substance misuse day programme delivered online or in person. All services were supported by a dedicated Recovery Navigator to ensure continuity, coordination, and personalised guidance.

Through Forward Connect, people engaged with a peer-led community and received regular newsletters, helping them stay connected, informed, and supported in sustaining long-term recovery.