Reset Treatment and Recovery Support Service - Tower Hamlets

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 provided care and treatment that reflected people’s individual needs and preferences. People told us staff supported them with practical help, such as moving into a “dry house,” and offered interventions that fitted their circumstances, including online sessions for mothers and couples counselling. Staff tailored support to different stages of recovery and worked with people at any point in their treatment journey, signposting to services such as housing, mental health and criminal justice pathways. We observed strong partnership working with hostels and mental health teams, and bespoke outreach with Somali women, including co-produced training and community newsletters. These partnerships widened recovery options and helped overcome barriers to engagement.

People were involved in planning and review of their care. Staff used motivational interviewing to explore goals and reviewed plans after each contact. Leaders ran monthly co-production forums and pulse surveys to gather feedback, and changes were made to the case management system so multiple staff involved in someone’s care were visible. The service made reasonable adjustments, such as home visits for people with mobility needs and outreach to hostels, which helped those at higher risk of disengagement remain in treatment. Staff reviewed risk regularly and escalated safeguarding concerns promptly, and complex cases were discussed in multidisciplinary meetings.

People told us they were happy with the care provided and valued staff with lived experience, which helped them feel understood. Carers reported joined-up working with other agencies, and care records showed evidence of information-sharing agreements in most cases. People said they received information in a way they could understand, and staff used interpreters and provided leaflets in different languages. Complaints processes were clear, and people felt confident to raise concerns. Feedback was gathered through surveys, suggestion boxes and QR codes, and learning from complaints was shared in team meetings. Flexible appointment times, weekend support and outreach clinics improved access, and initiatives such as evening clinics for women and people involved in sex work helped reduce inequalities. People told us they felt treated equally, and staff had completed equality and diversity training. Leaders monitored outcomes and acted on feedback, introducing improvements such as increased Hepatitis C testing and enhanced recovery pathways.