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 April 2026, that was 10 responses. Thank you to everyone who took the time. This is the strongest set of results we’ve had yet, and we want to share why.
How you’re finding the service
Every single one of the 10 people who responded, 100%, said yes, they’re satisfied with the service. Nobody selected maybe or no. It’s the highest satisfaction score we’ve recorded, and reading through the comments, it’s clear it isn’t just a number, people described genuine, tangible change.
What you value most
Peer support and shared experience stood out strongly this month, mentioned in 4 of the 10 responses. You told us:
“That it comes from people who have experienced the same lows. As we are listening to other group members and relating to it 100%.”
One respondent also pointed to the value of clear group rules, so people aren’t talking over one another, as part of what makes sessions work.
Staff support, knowledge and attitude was the most mentioned theme overall (5 mentions), and one comment in particular stood out:
“Everything so far has been amazing. I’ve worked with other agencies over the years, but CGL have by far done so much more for me than any other drug agencies ever did. I’ve only been here 6 weeks and achieved more in 6 weeks than done in years with other agencies.”
Accessibility across the Wirral and the Service User Forum were both mentioned again this month, continuing a theme from previous surveys:
“It’s constantly hiding in plain sight but available throughout the Wirral, easy for me to access. Love the number of text reminders. Love the range of holistic therapies.”
“The meetings were very welcoming, informing, the staff are very excellent.”
One respondent also highlighted starting detox as a positive step, a reminder that the clinical pathway matters just as much as group and keyworker support.
Where we need to do better
No one selected “dislikes” this month, but several of you used the “done differently” question to tell us where things could improve, and we’re taking every one of these seriously.
Funding for quicker access to residential detox was raised directly: “More funding for quicker access to residential detox.” This reflects a wider, system-level challenge facing services like ours, not something we can fix alone, but it’s something we can escalate, and we will.
Waiting times for appointments and proactive follow-up from workers came up again this month, continuing themes from previous surveys. Even in a month of very high satisfaction, we’re not treating these as solved.
A few other practical points: one respondent would prefer longer sessions to include a break rather than running straight through. Another asked for more activities and groups at weekends. Train fare was raised as a genuine, if practical, barrier to attending consistently. Gluten-free options at events came up again too.
Who took part
Only 1 of the 10 respondents completed the demographic questions this month, so we can’t draw any reliable conclusions from that data alone; everyone else is recorded as not stated. What we can say with more confidence is the reason people accessed support: 5 responses cited alcohol use and 5 cited drug use, with heroin, crack and cocaine the substances specifically named. Improving how many people complete the demographic fields is something we want to work on, so future reports give a fuller picture of who’s using the service.
What we’re doing about it
- Addressing appointment waiting times. Reviewing capacity and referral pathways, and being clearer about realistic timescales while people wait.
- Strengthening proactive contact. Building routine check-in points into caseload management, so follow-up happens consistently rather than only when someone chases it.
- Reviewing session structure. Looking at introducing a break for longer sessions, in direct response to this feedback.
- Exploring weekend provision. Assessing demand and feasibility for weekend activities and groups.
- Advocating for residential detox funding. Formally capturing and escalating this feedback through the right CGL and commissioning channels.
- Addressing practical barriers. Looking at whether travel cost support is available for people facing financial barriers to attending, and making sure dietary needs are communicated to catering at events.
- Improving demographic data completion. Looking at whether the way we administer PULSE could be adjusted to make it easier for people to complete those fields, without adding pressure.
Thank you
PULSE only works because you’re honest with us, about what’s helping and what isn’t. This was our strongest month yet, and the comments behind that number tell a real story: people making progress, feeling genuinely supported, and valuing the peer connection that group work offers. The improvement points, waiting times, follow-up, session structure, weekend provision and detox funding, are all being taken seriously, month of high satisfaction or not.
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