People we spoke with were very positive about the service:" I'm happy. When I first knew I had to do this, I didn't really believe it would work. I thought I can't do this. I was suicidal. It was all doom and gloom. But [the service has] made me look at the things I've done in a positive way. At last I can see progress. I've got confidence."
"I honestly do believe that without my keyworker I wouldn't have been able to do it [reduce drug use]."
People using the service told us they had received good advice and information about drugs and other related services. Some people particularly liked the drop-in nature of the service and people also appreciated the range of facilities offered including the computer suite, laundry facilities, showers and refreshments.
People using the service said that staff were usually friendly and welcoming. One person said: "I believe and trust my keyworker. I am able to tell them anything."
People using the prescription service told us that their key workers explained their medicines to them.
Three of the people we spoke with mentioned that a number of members of staff had recently left or changed role. This had particularly affected people whose keyworker had changed. Some people felt that the reasons for this had not been explained to them fully.
Several of the people we spoke with were service user representatives and attended a weekly 'Speak Out' group providing feedback to the management team about the service. This group was meeting on the day of the inspection and was well attended. It was clear that people felt strongly about this service and wanted to be involved.