Cranstoun Worcestershire

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

The design, layout, and furnishings of the service supported clients’ treatment, privacy and dignity. Staff supported clients with activities outside the service, such as work, education and family relationships. The service treated concerns and complaints seriously, investigated them and learned lessons from the result.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The evidence showed a good standard. The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

We reviewed 8 client care records, finding that risk assessments were of good quality, regularly updated and demonstrated consistent efforts to involve service users, including discussions about consent and information sharing.

Clients and staff reported that clients were offered treatment choices and were able to discuss the benefits and options of different medications, supporting informed decision-making and personalised care planning.

Medications were reviewed regularly in collaboration with clients, ensuring treatment remained appropriate, safe, and aligned with individual needs, preferences, and recovery goals throughout their engagement with the service.

The evidence showed a good standard. The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Clients and staff described how the service supported clients in securing employment, including arranging interviews, practicing interview techniques, helping to create CVs, and providing suitable clothing for interviews.

We heard about the MPACT programme delivered by the service, which was designed and developed by The Forward Trust. The programme supported individuals and families affected by someone else’s addiction. The group helped participants better understand addiction, improve family coping and communication, and connect with others who had shared similar experiences.

The evidence showed some shortfalls. The service did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

We saw evidence that the service submitted notifications to external bodies as required, including safeguarding alerts and CQC statutory notifications, ensuring compliance with regulatory and statutory obligations.

Consent was sought from clients before sharing information, and where consent was provided, families and carers were involved and kept updated on the client’s progress and treatment outcomes.

We found one information leaflet on the service’s website in a language other than English; however, there was limited evidence that the service fully complied with accessible information standards for diverse client groups. For example, materials were not consistently available in easy-read format for people with learning disabilities, in braille for clients with visual impairments, or in alternative languages for non-English-speaking clients.

It was noted that the service’s website stated clients whose first language was not English could request translation support, providing a mechanism for language accessibility when needed.

Information about treatments, services, activities, patients’ rights, and how to complain or provide feedback was available and clearly displayed throughout the service, supporting transparency and accessibility for all clients.

The evidence showed a good standard. The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

We saw evidence that complaints were thoroughly investigated and responded to, with key learning points identified and shared across the organisation to support learning and continuous improvement.

Since the beginning of 2025, the service had received 4 formal complaints, 3 of which were partially upheld and 1 which was not upheld following investigation.

We noted that 1 complaint had been investigated by the service despite being reported more than 12 months after the incident, exceeding the timescales outlined in the organisation’s complaints policy.

During the same period, 5 concerns were raised that did not escalate into formal complaints and were managed appropriately through the service’s internal resolution processes.

Over this period, the service also received 19 compliments, which were shared with relevant staff members and across the service through learning materials to recognise and celebrate good practice.

The service made the complaints and feedback process accessible by displaying posters with quick response (QR) codes in the waiting area, enabling clients to easily submit feedback or raise concerns.

The evidence showed some shortfalls. The service did not always ensure that care, support, and treatment were provided in formats that met clients’ individual accessibility and communication needs.

Some clients expressed concerns about how the waiting room operated, suggesting separation between those actively using substances and individuals undergoing detoxification to improve comfort, safety, and the overall experience within the service. However, another client reported that a new rule had recently been introduced preventing clients from queuing or waiting in reception, encouraging timely arrival to reduce contact between different client groups.

The service confirmed that wheelchair users attended the site and could enter and exit independently, with appointments held in ground-floor rooms due to the absence of a lift. A wheelchair-accessible bathroom was available, supporting accessibility; however, the service recognised a fire safety concern regarding an exit route leading directly into the car park. Management acknowledged that this exit could present evacuation challenges for wheelchair users during a fire and confirmed staff had been reminded not to leave wheelchair users unattended during evacuations.

We noted that the service’s website included a Cranstoun Worcestershire information leaflet available in English and Polish; however, no other written materials were routinely provided as standard on the website or displayed within the service in additional languages. The service did however, have handheld electronic translation devices to translate text into other languages when required

Management stated that the organisation promoted equity, diversity, and inclusion by valuing individual differences and recognising that diverse backgrounds and experiences enhanced both the workplace and service delivery.

The ambulatory detoxification programme enabled suitable clients to complete detoxification safely at home or in an ambulatory detoxification programme within the service, providing greater flexibility while maintaining appropriate clinical oversight and support throughout the process.

The evidence showed a good standard. Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff ensured clients could access information about treatment, local services, rights, and complaints, with leaflets and take-away materials in the waiting area covering safeguarding, referral pathways, advice lines, and statutory support services.

The service reported an 87% completion rate for staff training in equality and diversity

The evidence showed a good standard. People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

Clients reported that the service supported future planning through employment workshops, training, CV and interview support, volunteering opportunities after treatment, and ongoing support, including a structured 12 week post-detox group.

Cranstoun Worcestershire delivered an Individual Placement & Support programme, supporting clients to find paid employment and continuing to provide assistance after they started work. Support included identifying job vacancies, completing applications, and contacting and building relationships with potential employers.

The service also collaborated closely with recovery and aftercare services to ensure that clients leaving treatment continued to receive support within the community.