Care Quality Commission highlights ‘kindness’ and ‘compassion’ of staff as they rate borough’s Substance Misuse Treatment Service ‘Good’

Published: 6 October 2020

Redbridge Council’s Substance Misuse Treatment Service - known locally as R3 - has been rated ‘Good’ by the Care Quality Commission (CQC).

The rating came after a rigorous, week-long inspection involving CQC inspectors closely observing staff, and speaking with service users.

The inspection found that staff “treated clients with compassion and kindness”, and reported that service users “gave overwhelmingly positive feedback about the service they received.”

They added that “staff were caring, supportive and non-judgemental towards them.”

The report findings also showed that the number of R3 service users successfully completing treatment for all three pathways - alcohol, non-opiate and opiate - was above the national average.

Run by the Westminster Drug Project (WDP), the R3 service came into effect after the borough’s local substance misuse services underwent a major transformation in 2019.

The aims of the transformation program were to ensure that service users were involved in all aspects of decision making, including the design, development and delivery of their local services, as well as ensuring that the services were inclusive to the diverse population of Redbridge.

Andrew Hardwick, Integrated Strategic Commissioner (Substance Misuse) for Redbridge, said: “WDP were commissioned in Redbridge to embed an innovative, person centric treatment service in the local community that would offer a high standard of care and support to local residents and the community of Redbridge.

“We are delighted with the outcome from the recent Care Quality Commission inspection which underlines the progress that has been made locally in developing our specialist substance misuse treatment provision.”

Cabinet Member for Health, Social Care, Mental Health and the Ageing, Cllr Mark Santos said: “This is a great example of how we can work together with our service users to improve local services for everyone, and I would like to congratulate all involved for achieving a fantastic outcome.”

 R3 is a fully integrated, recovery-focused service delivered by WDP. The service is commissioned by Redbridge Council and is available to all Redbridge residents aged 18 or over, as well as their families and carers.

If you live in Redbridge and would like to talk to someone about your or a loved one’s drug or alcohol use, please contact us on 0300 303 4612 or

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