The Care Quality Commission
  • Community
  • Community substance misuse service

Archived: Lifeline Hackney

14-20 Tudor Grove, London, E9 7QL (020) 8985 3757

Provided and run by:
Lifeline Project

All Inspections

22 November 2013

During a routine inspection

We spoke with two people using the service both of whom were positive about their experience of accessing services at Lifeline Hackney. People told us that staff treated them with dignity and respect. One person told us, "staff do not look down at us. They treat us as equal." People told us they had received clear information about treatment options and that they benefitted from one-to-one and group support sessions. One person told us, "they [the staff] are very good and have helped me stay clean for a while now." The staff made sure that people using the service understood and were fully involved in planning their care.

People's needs and recovery goals were assessed before they received treatment. Lifeline Hackney provided a prescription service for some people recovering from drug misuse and worked with local GPs, pharmacies and other agencies to ensure this was run in line with national guidelines.

People who use the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening.

People were cared for, or supported by, suitably qualified, skilled and experienced staff.

There was an effective complaints system available. People had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint.

8 February 2013

During a routine inspection

We spoke with six people using the service who were very positive about Lifeline Hackney. One person said, "it's a safe environment, a good place to be. I haven't used in three and a half months." People told us they had received clear information about treatment options and valued both the one-to-one and group support they had received. The staff checked that people using the service understood and consented to their care.

People's needs and recovery goals were assessed before they received treatment. Lifeline Hackney provided a prescription service for some people recovering from drug misuse and worked with local GPs, pharmacies and other agencies to ensure this was run in line with national guidelines.

Staff members described Lifeline Hackney as a supportive place to work. Staff said they were well trained for their roles and had opportunities to discuss and reflect on their practice with colleagues and managers.

The provider monitored people's treatment and recovery rates and shared information with relevant agencies with people's consent. We saw evidence that the service responded to people's feedback and was involving people using the service in the delivery and development of the service.

20 March 2012

During a routine inspection

People we spoke with were very positive about the service:

" I'm happy. When I first knew I had to do this, I didn't really believe it would work. I thought I can't do this. I was suicidal. It was all doom and gloom. But [the service has] made me look at the things I've done in a positive way. At last I can see progress. I've got confidence."

"I honestly do believe that without my keyworker I wouldn't have been able to do it [reduce drug use]."

People using the service told us they had received good advice and information about drugs and other related services. Some people particularly liked the drop-in nature of the service and people also appreciated the range of facilities offered including the computer suite, laundry facilities, showers and refreshments.

People using the service said that staff were usually friendly and welcoming. One person said: "I believe and trust my keyworker. I am able to tell them anything."

People using the prescription service told us that their key workers explained their medicines to them.

Three of the people we spoke with mentioned that a number of members of staff had recently left or changed role. This had particularly affected people whose keyworker had changed. Some people felt that the reasons for this had not been explained to them fully.

Several of the people we spoke with were service user representatives and attended a weekly 'Speak Out' group providing feedback to the management team about the service. This group was meeting on the day of the inspection and was well attended. It was clear that people felt strongly about this service and wanted to be involved.