On 25 February 2026, we held our latest Service User Forum at our Price Street Hub in Birkenhead. The forum was facilitated by Jenny Bibby (Service User Representative Volunteer) and Jacob Jones (Service User Involvement Lead), with people who use our service coming together to share feedback, ideas and experiences.
These sessions are an important part of how we listen, learn and improve. Here’s a summary of what was discussed and what we’re doing next.
Communication That Works
There was strong positive feedback about our text messaging system, particularly appointment reminders. People told us that reminders really help with accountability and reduce the chance of missing appointments.
We’ve been asked to include full hub addresses in reminder texts, and we’re reviewing this. We’re also looking again at communication consent options to make sure everyone is clear on how they want to be contacted.
There was a clear request for more comprehensive updates about what’s happening across the service. Suggestions included a monthly website newsletter and more regular email or text updates about changes, developments and opportunities.
We’ll now explore how we can introduce a regular newsletter and strengthen service wide updates.
Our Buildings and Environment
We were really pleased to hear positive feedback about our buildings. People described them as welcoming, clean and confidential. The “hidden in plain sight” approach was particularly valued, as it helps reduce stigma and protects privacy.
That said, there were some practical suggestions:
- Add more colour to rooms
- Create feature walls in 121 or group spaces
- Install display boards showing “What’s on this week”
- Add more chairs and tables in Basecamp at Price Street
- Improve signage to help people find Price Street more easily
There was also a concern raised about cleanliness outside the gym windows at Price Street, which will be investigated and resolved.
We’ll be reviewing furniture, signage and simple environmental improvements to make spaces feel less clinical and more reflective of the recovery community.
Pathways, Transitions and Support
There was open discussion about prescribing, keyworker changes and medication. It was explained that prescribing is subject to national guidelines, and changes are currently being reviewed nationally.
Some important feedback was shared about transitions between services. Examples included:
- Being discharged from Academy without clarity about next steps
- Completing a community detox but not knowing what was available afterwards
- Being signed off from a keyworker before starting Academy, leading to gaps in support if leaving early
- Waiting times for 1:1 support feeling too long, especially after relapse or early exit
A powerful reminder from the discussion was that the door is never closed for the final time. There are multiple drop ins available, and people valued that flexibility.
We’ll now review our handover processes between Academy, Recovery Support and keyworkers, and look at how we strengthen follow up and aftercare communication.
Aftercare Needs to Be Shouted About
Aftercare received very positive feedback. People described it as excellent, but not promoted enough.
There is a strong appetite for clearer information about:
- Aftercare programmes
- Ongoing support options
- Signposting to wider services
We’ll be working with the Aftercare Team to strengthen how this is promoted, including through induction materials and future newsletters.
Starting Strong
There was a clear request for a comprehensive information pack for people when they first join. People said they want to understand the full range of support available and feel confident that they are in a strong recovery service.
We’ll explore developing or refreshing an information pack that clearly outlines:
- The full service offer
- Groups and drop ins
- Aftercare
- How to access additional support
Groups and Clarity
Some confusion was raised about the difference between “check in” groups and “structured” groups. For some, check in groups felt less helpful.
We’ll review how groups are described and make sure expectations are clearer in induction materials and on display boards.
Sharing More Stories of Hope
There was a strong call for more testimonials and success stories. People want to see more real stories of recovery, progress and hope.
We’ll increase the use of positive stories across our website, newsletters and display spaces, and build on our “You Said, We Did” approach so people can clearly see how feedback leads to change.
Community at the Heart
The café was described as “the heart of the recovery village”. Community spaces were seen as central to recovery, connection and belonging.
This feedback reinforces the importance of protecting and strengthening these spaces.
What Happens Next
From this forum, five clear themes emerged:
- Communication matters, especially texts and reminders
- We need to promote our full offer more proactively
- Aftercare and transitions must be clearer and stronger
- The environment matters, warmth and visibility make a difference
- Stories of hope should be amplified
Thank you to everyone who contributed. Your voice shapes the service.
The next Service User Forum will take place on 13 March at our Wallasey Hub. If you’d like to get involved, just some along. Lunch is provided!
View the full minutes from the Forum here:
Last Updated on 26 February 2026