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News 2 February 2018

Forward’s East Kent service receives positive feedback in CQC inspection

The Forward Trust is delighted by the positive feedback received in the recent Care Quality Commission (CQC) reports regarding the community drug and alcohol service it provides in East Kent.

Forward started delivering the service in May 2017. The CQC reports, released in late January 2018, highlighted the work undertaken to ensure a successful handover of the service when it was taken over from the previous provider. Inspectors found that staff reported a “smooth transition, with no impact on client care” with the local Commissioner telling the inspectors, “that the provider (Forward) had managed the transition and performance of the service well.”

As part of the service transition, Forward, with partners NACRO and Rethink Mental Illness, undertook a co-design process with stakeholders starting in May 2017. The aim of the process was to identify areas of the service that could be improved. This included devising new models of service delivery in collaboration with service users and other stakeholders. The CQC inspections noted that “the provider had worked closely with stakeholders and partner agencies to design their treatment model.” Clients are at the centre of Forward’s service model, a fact reflected by the highly positive feedback that they gave to the CQC Inspectors.

”Clients spoke highly of the support received and said that staff were friendly, welcoming, helpful and responsive. We observed staff treating clients with respect and showing a genuine interested in their wellbeing. Staff were non-judgemental, friendly, courteous and considerate. Staff were compassionate and keen to maintain clients’ privacy and dignity.”

The inspection also noted that “staff morale was high and they had job satisfaction. Staff told us they felt encouraged and motivated to provide the best service they could. Staff demonstrated the vision and values of the organisation in their work. Staff knew senior managers and said that they were visible in the service.”

On the release of the reports, Forward’s Director of Substance Misuse Services, Jason Moore said:

“We are proud of the work our colleagues have done and continue to do in East Kent to provide the best possible service for the local community. The CQC reports demonstrate the hard work done by the entire team in delivering the service and the clear impact the team’s dedication has on the service users. Whilst the reports are widely positive they also highlight areas we can improve the service. We have already set in place an improvement plan to ensure that the areas of development highlighted in the reports are addressed quickly and effectively.”

The CQC inspected the five East Kent Hubs in the service, producing individual reports on each site. These reports can be seen at Find out more about our community drug and alcohol services.