CQC rates Charis Primary Programme as Outstanding

Published: 13 September 2019 Page last updated: 13 September 2019
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A substance misuse service has been rated Outstanding overall by the Care Quality Commission. This is the first time CQC has rated this service - though it has been inspected before.

The Charis Primary Programme in Tower Hamlets was rated Outstanding for being well-led and caring. It was rated Good for being safe, effective and responsive, following an inspection in July 2019.

Charis delivers a programme to up to seven male adults with alcohol dependence and drug addiction issues. The programme is based on abstinence and was free at the point of use for clients who were claiming state benefits and were homeless.

Staff spoke with passion and respect about clients. They demonstrated empathy and compassion and described the person-centred care they provided in a way which emphasised each client’s humanity.

Relationships between staff and clients were strong but boundaries were maintained, and the quality of these relationships was recognised as very important by clients, staff and managers.

Staff went to extraordinary lengths to ensure they promoted the client’s self-esteem. This included buying high quality food to demonstrate to clients that they were worth the best.

Clients whom used the service were active partners in their care and there was a strong person-centred culture. Clients were given a voice and helped influence the delivery of care. Inspectors saw many thank you cards from former clients and their families.

The service kept clear information about its performance. Figures for 2018 showed that 66% of clients completed the programme.

Most of the staff had worked for the service for many years and on average staff had 20 years plus experience at the service. Clients did not go without essentials while awaiting benefits.

The manager was described by staff as ‘inspirational’. The manager and deputy manager were visible and accessible to clients and staff. They undertook unpleasant tasks in addition to their managerial duties, such as cleaning drains and emptying bins.

Jane Ray, Head of Hospital Inspection (Mental Health Lead), said: “I am always delighted when I see people receiving Outstanding care. Staff and management at Charis Primary Programme have performed admirably, helping people who need more support than others who are more fortunate in society”

Staff and management have performed admirably, helping people who need more support than others who are more fortunate in society

Jane Ray, Head of Hospital Inspection (Mental Health Lead)

About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.