CGL Waltham Forest Adults Substance Misuse Service

This means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

Leaders promoted a positive and open culture, with staff describing them as approachable, visible and supportive. Staff felt able to raise concerns and challenge decisions, and this culture was reflected in people’s experiences of compassionate and respectful care. Leaders embedded organisational values across the service, creating a shared sense of purpose.

Governance systems were well established, with structured oversight of quality, risk and performance. Learning from incidents, safeguarding and feedback was integrated into practice, and improvements were made in response to identified issues. People experienced care shaped by these systems, including safer referral processes and clearer escalation pathways.

Partnerships with external organisations supported integrated care and improved access, and the service demonstrated commitment to innovation and continuous improvement, including involvement in research and development initiatives.

Staff described feeling valued and supported, and leaders took steps to recognise contributions and maintain morale.

However, staff survey findings indicated variability in experiences relating to communication, feeling listened to and access to resources, which may affect consistency in team functioning and, in turn, people’s experiences of the service.