What to Expect When You First Visit Us

A warm welcome to Wirral Ways

Walking through our doors for the first time can feel like a big step. We get that. When you come in, you will be met with kindness and a friendly face. We are here to listen, support you and help you take things at a pace that feels manageable.

You do not need to have everything figured out. You just need to come as you are.

Hi I’m Gerry, the Service Manager here at Wirral Ways. We promise that you will be always recieve a warm welcome, be listened to, support and enver judged. We’re here to support you, in a way that works for you.

Gerry Pangalis

Service Manager

Hello! I’m Peter. I’m one of the Entry into Service Workers. I work alongside a team of people who’s job it is to welcome you into the service, talk you through the support we offer and understand how we can help you.

Peter Discastligone

Entry Into Service Worker

Your first appointment

Your first visit is usually a chat with one of our team so that we can understand what is going on for you and what support might help. You will be able to talk about your goals, whether that is cutting down, staying safer, or making a big change.

This session normally takes about an hour. You can bring someone with you if that helps you feel more comfortable.

You will never be judged for what has happened before. Our focus is on where you want things to go next.

Meet the team before you arrive

We know it can help to see familiar faces, so we are adding short videos from the people you may meet when you come in. They will introduce themselves, explain what they do and show you around the spaces you will be using.

Take a look around

We are creating virtual tours of each of our buildings so you can get a feel for what the space is like before you arrive. You can see where to check in, where appointments take place and where to grab a cuppa.

Market Street Hub

Exterior view of the Wirral Ways building on Market Street, featuring signage for Change Grow Live. A bright, clear sky and a red car parked along the pavement are visible in the background.

Brighton Street Hub

Exterior view of the Wirral Ways building on Brighton Street, showing a grey entrance door with reflective glass panels and signage. A white-framed window is to the right, and the reflection of red brick buildings is visible in the glass.

Price Street Hub

Modern corner building with large windows located on Price Street, Wirral. A tree-lined pavement and a few parked cars are visible along the street under a partly cloudy sky.

Nightingales Hub

he exterior of Nightingales Café on Argyle Street in Birkenhead, with a green sign above the entrance and large street-facing windows. A chalkboard sign with a coffee cup icon sits outside on the wet pavement. Nearby signs point toward local landmarks including Hamilton Square Station and the Mersey Ferries Visitor Centre.

What you can bring and who can join you

You are welcome to:

  • Bring a friend, partner or family member

  • Bring any medication you take

  • Bring notes if you want help explaining things

If you feel better coming alone, that is fine too.

Accessibility and support needs

We want everyone to feel comfortable. If you need:

  • A quieter time of day

  • A ground floor room

  • A British Sign Language interpreter

  • Translation support

  • Adjustments for anxiety or sensory needs

Just let us know. We will always do our best to help.

If coming in feels too much for now

There are other ways to start getting support:

  • A phone call

  • A video appointment

  • Outreach in the community

  • Email or online contact

Tell us what would work best for you.

Harm reduction and staying safer

If you are using drugs or alcohol, your safety is our priority. You can get:

  • Practical advice to lower risks

  • Information about safer injecting and safer use

  • Naloxone if you use opioids or support someone who does

  • Blood borne virus testing and vaccinations

  • Support to prevent overdose and infections

You do not need to be in treatment to access harm reduction. You can simply walk in, ask at reception or speak to one of the team.

Find out more about Harm Reduction

Needle and Syringe Programme (NSP)

If you inject drugs or steroids, you can come in for fresh equipment that helps prevent infections such as hepatitis C and HIV. Our team can also:

  • Give you safer injecting advice

  • Talk with you about moving from injecting to other routes

  • Help with wound care and healing

  • Dispose of used equipment safely

All NSP support is confidential. You can come alone or with someone you trust. We will never judge you.

Find your closest NSP

Your information stays private

Anything you share with us is confidential, unless we need to act to keep you or someone else safe. We will always be open and honest with you.

Questions people often ask

Do I need to be referred for support?

No, you can contact us directly. Make a self referral here.

What if I change my mind on the day?

That is completely okay. We know this can feel like a big step. You can reschedule or start with a shorter chat instead.

Will anyone find out I am here?

Your information is confidential. We only share details if we are worried about your safety or the safety of someone else. We will always talk to you about that first whenever possible.

Can someone come with me?

Yes. A friend, partner, family member, recovery buddy or support worker can attend your first appointment with you.

What if English is not my first language?

We can arrange interpreters. Let us know in advance if you can. If not, we will still work to support you on the day.

How long will the first appointment take?

Usually around one hour. If that feels too much all at once, we can split it into shorter sessions.

What if I have additional needs or a disability?

We can make adjustments to help you access support comfortably. That may include quieter spaces, ground floor rooms or longer appointments. Just tell us what helps.

Will you drug test me?

Only if it is something that supports your treatment plan. We will always explain why and get your consent.

Can I attend while I am still drinking or using drugs?

Yes. You do not need to be abstinent to get help. We can start with harm reduction and support you to make changes at your pace.

What if I am in withdrawal or struggling when I arrive?

Tell us as soon as you come in. We will prioritise you and support you as best we can. We can look at options for prescribed medication if needed.

What if I am worried about losing my children?

Our aim is to support families to stay together where it is safe to do so. We can also offer help through our Think Family team who understand what you might be going through.

What if I’m not ready to stop using?

You do not need to stop to get support. We can help you stay safer and make changes at your own pace.

Will I have to share with a group?

Only if you choose to. One-to-ones are always available.

What does it cost?

All our services are free.

What happens next?

Together we will agree a plan that suits you. You will never be pushed into something you are not ready for.

Last Updated on 26 January 2026