We rated ReNew as requires improvement because:

• The service did not support clients to formulate a structured and goal driven plan to guide, measure and evaluate their progress towards recovery. Most clients did not have an up to date, personalised, recovery orientated plan and there was limited evidence to suggest staff considered interventions to support the client’s needs with a holistic approach.
• The service did not ensure that a client’s information was not shared without their consent. Not all clients had an information sharing agreement. The service submitted monthly data to the National Drug Monitoring System for these clients without agreement. This also meant that staff may have, or could potentially share client information with external organisations or people without consent from the client.
• Staff did not clearly record the details for identified risks and it was unclear in the client’s electronic records whether all risks had been fully considered due to missing information. Plans to manage or mitigate risks were not always clear in terms of timeliness or whether the actions had been carried out. However, staff discussed risks daily through morning meetings to ensure immediate concerns were addressed.
• Staff satisfaction and morale was varied. Some staff felt that managers did not always listen to their questions and there was a lack of involvement. They were unclear in the direction and structure of the service. They felt communication was limited, this was particularly in relation to the new service model.

However:

• Staff followed the appropriate guidance in prescribing and detoxification for clients. They followed good medicines management processes and considered a client’s physical health needs. They supported clients into mutual aid as per best practice. Clients attended a range of groups which were underpinned by evidence based psychosocial interventions. Staff had a good knowledge of safeguarding and referred their concerns appropriately.
• Staff treated clients with dignity and respect. They were dedicated to providing effective treatment and showed kindness and understanding in all interactions. They knew the organisation’s values and their behaviours reflected these.
• Staff were suitably experienced and qualified. Their training levels in mandatory units was high and they had good opportunities to further develop their skills in a specialist area to enhance the delivery of treatment. The service welcomed innovation from staff and considered their wellbeing.
• The service had effective systems in place to record and investigate incidents. Staff knew how and what to record. Investigations were carried out identifying lessons to be learnt which were fed back to staff. Following incidents, staff were supported as needed.
• ReNew had developed good links and pathways with external agencies. These included pathways to encourage Hepatitis C treatment, pathways with the hospital to support clients from accident and emergency into alcohol detoxification treatment and initiatives with the police to meet community needs and improve provisions for vulnerable groups.
• Staff took active steps to engage with diverse groups and ensure that those hard to reach clients were provided with harm minimisation advice.

All locations were clean and tidy with suitable facilities to promote recovery, comfort and dignity. Health and safety requirements were adhered to.  Appropriate client information was available.