CGL Waltham Forest Adults Substance Misuse Service

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

Staff consistently treated people with kindness, compassion and respect. People described staff as supportive and non-judgemental and said they felt able to return following relapse. Observations showed staff interacted warmly with people, explained delays, offered reassurance and responded sensitively to distress.

Staff treated people as individuals and adapted care to reflect their needs, preferences and circumstances. They tailored communication approaches, supported people from diverse backgrounds and made adjustments for people with communication or accessibility needs. Staff involved people in decisions about their care and supported them to set personalised goals, including those related to recovery, independence and wider life outcomes.

Staff supported people to build confidence and structure through one-to-one work and group activities. People described positive impacts on their wellbeing and daily routines. Staff responded flexibly to people’s immediate needs, including accommodating late attendance and adapting support when circumstances changed. Observations showed staff recognised when people required support and responded promptly.

Staff worked within a supportive team environment and had access to supervision and leadership support. Records showed high levels of compliance with supervision, and performance management processes were in place. Leaders addressed previous gaps in appraisal completion, and all appraisals were completed by January 2026 following earlier recording and tracking issues. Appraisal data for the period December 2024 to November 2025 had shown reduced compliance, and leaders identified challenges with recording and tracking systems during this period, which they had resolved by the time of inspection.