CGL Waltham Forest Adults Substance Misuse Service

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

The service was responsive to people’s needs, with flexible approaches that supported engagement. People described being accommodated when late for appointments and valued the accessibility of rapid prescribing clinics, particularly compared to previous services. Staff adapted care to reflect individual preferences, maintaining a person-centred approach.

Partnership working supported continuity across services, including mental health, housing, social care and criminal justice pathways. People benefited from access to a range of additional support, including community resources and on-site services, which addressed wider determinants of health.

People were encouraged to share feedback through multiple channels, and leaders used this information to inform improvements. Feedback highlighted positive experiences of staff compassion, group activities and support for recovery, which were reflected in service developments.

However, some people described unclear communication about appointments, group expectations and treatment pathways, which created uncertainty and affected their ability to engage consistently. Inconsistent application of group rules and communication about changes in keyworkers also left some people feeling destabilised or unsure about their support, which could affect continuity of care.