Via - R3 - Redbridge

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

The service was previously rated good overall. Following this inspection, the rating has stayed the same. We inspected all quality statements across all key questions. We have combined the scores for these to achieve the overall rating.

We found the following areas of good practice:

• The service provided safe care. The premises where clients were seen were safe and clean. The number of clients on the caseload of the teams, and of individual members of staff, was not too high to prevent staff from giving each client the time they needed. Staff followed good practice with respect to safeguarding.
• Staff provided a range of care and treatment interventions suitable for the client group and consistent with national guidance about best practice. They ensured that clients had good access to physical healthcare and supported clients to live healthier lives. The service user outcomes in relation to successfully completing treatment was above the national benchmark for all three pathways (alcohol, non-opiate and opiate).
• Staff treated clients with compassion and kindness and understood the individual needs of clients. Clients were involved in feedback about and development of the service in several ways. They could contribute to regular feedback, attend service user forum meetings and make suggestions for service improvement. Staff welcomed their families and offered support to them, when appropriate.
• The service was easy to access. Staff planned and managed discharge well and had alternative pathways for people whose needs it could not meet.
• The service was well led. The governance processes ensured that staff were aware of necessary procedures and the service ran smoothly. Leaders had the skills, knowledge and experience to perform their roles. Staff said they felt respected, supported and valued.

During the inspection visit, the inspection team:

• Visited the service, looked at the quality of the environment and observed how staff were caring for clients.
• Spoke with 8 clients who were using the service.
• Spoke with 2 carers or relatives of people using the service.
• Spoke with the service manager and an operations manager.
• Spoke with 10 members of staff including senior support worker, receptionist, recovery practitioner, lead psychologist, medical prescribers, nurses and a senior administrator.
• Reviewed staff supervision records.
• Reviewed 12 care and treatment records of clients.
• Observed three client groups run by the service.
• Observed one integrated governance meeting and a morning briefing.
• Carried out a specific check of the medicine’s management.
• Looked at a range of service policies, procedures and other documents relating to the running of the service.
• Gathered feedback from service partners and stakeholders.

People's experience of this service

We spoke with 8 clients and 2 carers. Clients and carers gave extremely positive feedback about the service. They described the environment as clean, safe and welcoming. They told us that staff were kind, caring, accepting, non-judgmental, and generous with their time.

Clients said they enjoyed the range of services they could access, which included acupuncture, alcohol and drug groups and mindfulness. They told us the capital card scheme, which allowed them to accrue points by attending appointments, was a good initiative. They enjoyed spending points on toiletries and on group service user meals in the community.

Clients said that staff welcomed their families and offered support to them, when appropriate.