Enter and view: West Midlands Headway Services

Healthwatch Birmingham undertook an enter and view visit to West Midlands Headway Services on 31 October 2014. The purpose of the visit was to observe service delivery and gather feedback from service users, carers, and staff about their experiences. The report emphasises that its findings reflect observations from that specific visit rather than the experiences of all users. 

Headway provides specialist support for people with acquired brain injuries, helping them relearn skills, maintain independence, and reintegrate into the community after formal rehabilitation. Service users are assessed individually and offered tailored activities, including rehabilitation sessions, education, daily living skills, social opportunities, and pre‑vocational training. The service operates across two sites and supports around 25 users per day at the Moseley Hall location. [

The visit found that staff treated service users with dignity, respect, and compassion, and encouraged independence while providing support when needed. Interactions between staff and users were consistently positive, with staff demonstrating patience and a person‑centred approach. A wide range of structured activities, such as arts and crafts, gardening, and music‑based sessions, were observed to be engaging, inclusive, and beneficial for users’ confidence and skills development.

Safeguarding and staff training were reported to be strong. Staff completed a structured induction and ongoing training, including first aid, safeguarding, and manual handling, and regularly refreshed their skills. Safety and wellbeing were prioritised, with staff supporting users appropriately where risks were identified. 

The service monitors user progress through individual plans and outcome‑tracking tools, and actively gathers feedback through forums, surveys, and suggestion boxes. Feedback from users and staff during the visit was very positive, with service users highlighting enjoyment of activities, strong relationships with staff, and the social value of attending the centre. 

The environment was generally clean, accessible, and suitable for service delivery, although minor issues such as limited soundproofing were noted due to funding constraints. Some users expressed a desire to attend more frequently, but this was limited by available funding. 

Overall, the report concludes that Headway West Midlands provides a well‑managed, supportive, and stimulating service that meets the needs of people with acquired brain injuries. The service was found to promote independence, social inclusion, and wellbeing, with a strong, committed staff team and positive user experiences.