You said:
Housing and joined-up support could be stronger.

We did:
We strengthened partnership working and improved signposting for housing and family support.

What this means for you:
You receive more connected support around your wider needs.

You said:
Keyworker changes and detox waits are frustrating.

We did:
We strengthened handovers and improved how we communicate detox timelines and updates.

What this means for you:
Changes feel better managed and clearer.

You said:
Detox waits and medication explanations need clarity.

We did:
We introduced clearer detox milestones and improved how we explain medication decisions.

What this means for you:
You feel more informed and involved in your care.

You said:
I receive too many texts.

We did:
We reviewed communication preferences and reduced unnecessary messages.

What this means for you:
Contact feels supportive, not overwhelming.

You said:
Staff are empathetic and lived experience helps.

We did:
We protected trauma-informed, relationship-based practice across the team.

What this means for you:
Support continues to feel understanding and respectful.

You said:
Groups can feel intimidating and detox could be quicker.

We did:
We standardised group delivery and strengthened detox communication and updates.

What this means for you:
Groups feel calmer and detox information is clearer.

You said:
Keyworker relationships matter and I want continuity.

We did:
We reduced avoidable worker changes and strengthened handovers.

What this means for you:
You experience more consistent and stable support.

You said:
Communication and follow-up can be confusing.

We did:
We strengthened communication standards and proactive updates.

What this means for you:
You feel clearer about what is happening and what comes next.

You said:
Detox waits feel long.

We did:
We clarified timelines and improved updates during waiting periods.

What this means for you:
You have clearer expectations and fewer surprises.

You said:
Human contact matters.

We did:
We confirmed that digital tools support staff but do not replace face-to-face care.

What this means for you:
You still have access to real people and real conversations.

You said:
Staff are compassionate and groups are life-changing.

We did:
We protected relational support and maintained structured recovery activities, including female-led gym sessions.

What this means for you:
The support that makes a difference remains consistent and safe.

You said:
Phone access and group cancellations are frustrating.

We did:
We strengthened reception standards, improved group cover planning, and trained more staff and volunteers to deliver sessions.

What this means for you:
It is easier to reach us and groups run more reliably.

You said:
More one-to-one time and flexible access would help.

We did:
We reviewed caseloads and explored flexible options such as home visits where appropriate.

What this means for you:
Support is more accessible and responsive to your needs.

You said:
Staff passion and human connection matter.

We did:
We protected relationship-based practice and continued reflective supervision for staff.

What this means for you:
You continue receiving compassionate, human support.

You said:
I want more involvement in shaping the service.

We did:
We expanded co-production and invited more people to be involved in service design.

What this means for you:
You have a stronger voice in how support is delivered.

You said:
Alcohol support is valuable and I feel supported.

We did:
We maintained structured alcohol pathways and personalised care planning.

What this means for you:
You continue receiving steady, focused support.

You said:
Communication could be clearer.

We did:
We improved reminders, proactive follow-up and clearer information about next steps.

What this means for you:
You feel more confident about what is happening and when.

You said:
I have been in treatment long-term.

We did:
We reviewed longer-term support plans to make sure goals remain meaningful and relevant.

What this means for you:
Support stays purposeful and tailored to your progress.

You said:
Alcohol support is helpful and I am satisfied.

We did:
We protected our structured alcohol pathway and continued delivering person-centred support.

What this means for you:
Alcohol support remains strong, consistent and focused on your goals.

You said:
Staff are welcoming and the service feels safe.

We did:
We protected trauma-informed, person-led practice and shared your positive feedback with staff.

What this means for you:
You can access support in an environment that feels safe and respectful.

You said:
Wellbeing groups are valued.

We did:
We protected women-specific groups and complementary therapies as key parts of our offer.

What this means for you:
The wellbeing support you value remains available.

You said:
Police visits at sites can feel unsettling.

We did:
We work closely with police to reduce disruption. Where possible, we request plain clothes and ask that they avoid waiting areas.

What this means for you:
We aim to keep our sites calm and minimise distress.

You said:
Medication decisions need clearer explanations.

We did:
We strengthened how we explain alcohol medication options and ensured decisions are discussed clearly and collaboratively.

What this means for you:
You better understand your treatment and feel more involved in decisions.

You said:
Reception waiting times can be frustrating.

We did:
We reviewed reception processes and made sure staff are notified as soon as you arrive.

What this means for you:
Access feels smoother and more organised.

You said:
Having the same keyworker long-term really helps.

We did:
We prioritised continuity wherever possible and strengthened handovers. If a change is needed, we offer a joint handover session with both workers.

What this means for you:
You experience more stable, trusting support relationships.

You said:
Detox feels slow and medical checks are unclear.

We did:
We improved how we explain detox stages and why medical checks are needed, and we strengthened support and updates while people wait.

What this means for you:
You better understand the process and feel safer while planning detox.

You said:
More school-hours and local groups would help.

We did:
We reviewed timetables, explored flexible options, and ran Intuitive Recovery courses during school hours to support parents.

What this means for you:
Support fits better around family life and responsibilities.

You said:
Travel costs are a barrier.

We did:
We promoted travel support options and reviewed service locations to reduce access barriers.

What this means for you:
Cost and distance are less likely to prevent you from getting support.

You said:
Staff are caring and groups like Health Huddle and reiki really help.

We did:
We protected our wellbeing groups and continued investing in compassionate, trauma-informed support. We also shared this positive feedback with staff and volunteers to recognise the difference they make.

What this means for you:
The groups you value stay available, and our team knows their work is appreciated.

You said:
There should be more local groups and clearer updates when waiting.

We did:
We reviewed group demand, improved how we track waiting times, and introduced additional groups across our sites, including Wallasey.

What this means for you:
You receive clearer updates and improved access closer to home.

You said:
Travel and lack of printed information make it harder to engage.

We did:
We increased printed resources, promoted travel support options, and strengthened signposting to partner services.

What this means for you:
It is easier to access information in a way that works for you and overcome practical barriers.

You said:
Act on feedback and involve us more.

We did:
We expanded co-production opportunities, started publishing regular “You Said, We Did” updates, and recruited new Service User Representative Volunteers.

What this means for you:
You can see how your feedback shapes the service and have more opportunities to get involved.

You said:
Staff are kind, respectful and non-judgemental. Support feels personal and structured.

We did:
We continued to prioritise trauma-informed, relationship-based support. We kept strong access to one-to-one sessions and wellbeing groups, and we regularly review recovery plans with you to make sure support stays right for your needs.

What this means for you:
Your support is built around you, with clear and structured options to help you move forward.

You said:
It can be hard to get through on the phone.

We did:
We strengthened reception cover, improved call handling systems, and increased staff and volunteer capacity to make it easier to contact us.

What this means for you:
It should now be easier and quicker to reach us when you need support.

You said:
Some groups feel inconsistent or uncomfortable.

We did:
We introduced clearer group plans and better cover arrangements so sessions run consistently, even during staff leave.

What this means for you:
Groups should feel safer, more predictable and better structured.

You said:
Changes in workers and lack of follow-up affect trust.

We did:
We reduced avoidable worker changes, improved handovers when changes are necessary, and introduced routine check-ins during waiting times and after discharge.

What this means for you:
You feel more informed and supported, especially during transitions.