PULSE is our ongoing survey, always open, so you can tell us honestly what’s working and what isn’t, whenever you want to. Each month, we sit down and go through everything that’s come in. In January 2026, that was 39 responses. Thank you to everyone who took the time. Your answers shape how we run the service, and we want to be open about what you said, both the good and the areas we need to work on.
How you’re finding the service
Of the 39 people who responded, 33 (84.6%) said yes, they’re having a positive experience of the service. A further 5 (12.8%) said maybe, and 1 person (2.6%) said no. That’s a strong result, and it tells us that for most of you, Wirral Ways feels like a place where you’re supported and understood.
The one “no” response was honest about feeling a lack of contact and support, and that matters to us just as much as the positive feedback. We take it seriously and it’s fed directly into the priorities below.
What you value most
When we asked what you liked about the service, a few clear themes came through again and again.
Staff support and empathy was mentioned 27 times, by far the most common theme. You told us:
“The staff couldn’t be more attentive and caring… such a welcoming environment.”
“My key worker is SO understanding… he talked me down when I was seconds away from relapsing.”
“Very patient, polite and professional, caring and helpful staff.”
Feeling safe, respected and not judged came up 15 times. For a lot of you, that non-judgemental approach is the difference between engaging with support and walking away from it.
Groups and activity sessions, including football, social events and structured recovery groups, were mentioned 14 times. Many of you described these as central to reducing isolation and building routine. Meeting other people in the “same boat” came up repeatedly as something that helped.
Person-centred, tailored support (9 mentions) and learning coping strategies and clear advice (10 mentions) also featured strongly, alongside easy access to keyworkers (8 mentions).
Some of you also described moments where staff intervention directly prevented a relapse. That’s about as clear a sign of impact as we can ask for, and it’s a reminder to the whole team of why this work matters.
Where we need to do better
You were just as honest about what needs to improve, and we’d rather hear it straight than not hear it at all.
Keyworker contact and consistency was the most common concern (6 mentions). Some of you told us you don’t want to change keyworkers, and that when you do reach out, you want a reply:
“More one-on-ones with my keyworker.”
“Key worker never replied… speak to your clients!!”
Clearer information about groups was raised just as often (6 mentions), covering timetables, locations and how to join. If you don’t know a group exists or when it runs, you can’t benefit from it, so this is a straightforward fix we’re prioritising.
Communication more broadly, including follow-up and responsiveness, came up 4 times. Housing and accommodation support was mentioned 3 times, with several of you describing full hostels and a lack of supported housing options. Prescription and script changes were raised twice, particularly around understanding why changes happen. A smaller number of you asked for more groups, better heating in the building, more support for families affected by a loved one’s addiction, and more reminders and prompts between appointments.
Who took part
Of the 39 respondents, 20 were male and 17 female, with 2 not stated. Ages ranged across the board, with the largest groups aged 45 to 54 (9 people) and 55 to 64 (7 people), though 10 people didn’t give their age. 21 of you told us you have a disability. Time in treatment varied widely, from 12 people in their first six months to 7 people who’ve been with us for more than two years. The most common reasons for accessing the service were drug use (20) and alcohol use (16), with heroin, crack, cocaine and prescription medications the most frequently named substances, though 16 people didn’t specify.
What we’re doing about it
Based on what you’ve told us, here’s where we’re focusing:
- Strengthening keyworker continuity. Better matching at the start, fewer unnecessary changes of worker, and smoother handovers when a change is unavoidable.
- Improving communication. Clearer standards for how quickly we respond, more proactive follow-up, and a clearer explanation of how our pathways work.
- Clarifying group timetables. Weekly timetables published clearly, with location and access information easy to find, and more groups where demand is high.
- Reviewing how we handle prescription and script changes. Making sure the reasoning behind any change is explained clearly, especially for people who’ve been stable for a long time.
- Strengthening housing and family support links. Better referral pathways, clearer information for you and your family, and more family-focused options.
Thank you
PULSE only works because you’re honest with us, about what’s helping and what isn’t. The picture from January 2026 is of a service that’s valued and, for most of you, making a real difference, alongside clear, practical things we can do better. We’ll keep sharing a monthly update like this one so you can see that your feedback leads to action, not just a report that sits on a shelf.
PULSE is open all the time, so if you have more to say, you don’t need to wait for the next survey window. Speak to your keyworker, or any member of the team at Wirral Ways.
Last Updated on 16 September 2026