Reset Treatment and Recovery Support Service - Tower Hamlets

Updated 25 May 2022

Reset Recovery Support Service – Tower Hamlets is part of the larger Change Grow Live provider who deliver a not-for-profit drug and alcohol treatment service nationally. The service provides specialist community treatment and recovery support for adults affected by substance misuse who live in Tower Hamlets. The service provides treatment support service from a main site on Whitechapel Road and a satellite site on Johnson Street. The service also provides a recovery support service from another satellite site within the borough on Spelman Street. However, this service is contracted separately and does not provide any regulated activities.

Reset Recovery Support Service – Tower Hamlets offer a range of services including initial advice; assessment and harm reduction services including needle exchange; prescribed medicines for alcohol and opiate detoxification and stabilisation; naloxone dispensing; one-to-one key working sessions and doctor and nurse clinics which include health checks, blood borne virus and hepatitis C testing.

The service works in partnership across Tower Hamlets with other agencies, including NHS services, social services, probation services, GPs and pharmacies.

The service is registered for the following regulated activity: Treatment of disease, disorder or injury. The service was registered on 13 July 2020. There was a registered manager at the service.

This was the first time we have comprehensively inspected Reset Recovery Support Service – Tower Hamlets.

What people who use the service say

People said staff were polite, respectful, non-judgemental and caring, and provided care that met their individual needs. They said staff provided help, emotional support and advice when they needed it and staff were responsive to their needs. People described sensitive and flexible support from staff at the service. They said staff went the ‘extra mile’.

Updated 25 May 2022

The service provides specialist community treatment and support for adults affected by substance misuse who live in Tower Hamlets. This was our first comprehensive inspection of this service.

We rated it as good because:

• The premises where clients were seen were clean and well equipped. Staff responded promptly to sudden deterioration in service users’ physical and mental health. Staff made service users aware of harm minimisation and the risks of continued substance misuse. Staff followed good practice with respect to safeguarding.
• Staff developed holistic, recovery-oriented care plans informed by a comprehensive assessment. They provided a range of treatments suitable to the needs of the service users.
• The teams included or had access to the full range of specialists required to meet the needs of service users under their care. Managers ensured that these staff received training, supervision and appraisal. Staff worked well together as a multidisciplinary team and relevant services outside the organisation.
• Staff treated service users with compassion and kindness and understood the individual needs of service users. They actively involved service users in decisions and care planning.
• The service was easy to access. Staff planned and managed discharge well.
• The service was well led, and the governance processes ensured that its procedures ran smoothly.

However:

• Improvements were needed to the environment. At Whitechapel Road there were not enough rooms to meet with clients and those that were available were not appropriately sound proofed. Whilst additional cleaning procedures were in place to protect people from COVID-19, poor record keeping meant that it was not clear that these always took place.
• Staff did not consistently wear their personal alarms. In one room at the Whitechapel Road site a wall alarm was blocked by furniture. The service user toilet at the Whitechapel Road site did not have a call alarm. There were no records kept on site demonstrating regular and consistent alarm testing.
• Not all staff had completed basic life support training.
• The number of service users on the caseload of some recovery coordinators was too high, preventing staff from maintaining regular contact for 506 (28%) service users.
• The service had 203 (29%) clients receiving medication assisted treatment with medical reviews that were overdue.

Updated 25 May 2022