"Looking forward to more support post-pandemic"

Hi,

Thank you for taking the time to leave us some feedback about our services, we really appreciate it.

My name is Tasneem and I'm part of the team that responds to feedback like yours.

I'm very glad that Helen has been supportive, I will make sure she is aware of the nice things you've mentioned and I'm sure she will be very happy.

I'm sorry to hear about the passing of your partner. But I'm so glad that you found Helen to be extremely supportive by attending the funeral and the doctor at CGL was also useful.

Thank you for going into depth about the improvements you believe is needed within our services, we appreciate all kinds of feedback so this is extremely useful. The long waiting times at reception is a valid point and we will take this into consideration so we can resolve this across all our hubs. We want to reduce waiting times as much as we possibly can for people who use our service and we are working to resolve this. We are also aware that there is no TV in our East hub and that is something we hope to implement in the near future.

I'm glad that you're looking forward to seeing more staff around the hubs since the pandemic, we are also really excited to see more people visiting our hubs! The hubs are definitely getting busier and I hope you get to see more staff when visiting!

Thank you again for your feedback and I wish you all the best in the future.

Kind regards,

Tasneem

Dear Nadwt75

I hope you have been well since you posted your last message?

I'd like to update you on the issue you raised about there being no television in our East Hub's reception area.

We spoke to Manjit, the Services Manager for the hub and it turned out that there was a TV available, but that it wasn't working. Manjit arranged for our IT technician to come out and fix it and I've just been informed that the TV is now working.

So it is now being utilised again and should hopefully help to pass the time a little, when people are waiting for their appointments.

Huge thanks for raising this issue and helping us to identify this room for improvement.

We hope it makes a positive difference to your visits to the hub in future.

Kind regards and best wishes,

Lydia

Dear Nadwt75

I hope you are keeping well. I have a further update for you on your feedback.

You mentioned how you felt it would be good to have somebody to talk to in reception whilst you wait for your appointments. We felt this was a very good idea and it turns out that other people who use our services have been sharing similar feedback.

So we've created a new volunteer role called a 'meet and greet volunteer' and people who apply and are successful will take on the responsibility for making sure people are welcomed when they arrive, are offered a beverage and have somebody to chat to if they want to. Whilst people wait, the volunteers will also be available to let people know about support and opportunities at Change Grow Live and elsewhere, that may be helpful to their recoveries.

We recently started advertising the role and on Wednesday 12th October 22 we had our first applicant. We have some work to do with interviews and training, and lots of hubs to cover, but we're very hopeful to have the new volunteers on board soon and making a positive impact to people's experiences in reception areas.

Thanks again for sharing your feedback and ideas, you've directly contributed to improving our services! We really appreciate it.

Many thanks

Lydia