Mersey Care Listening Event

Healthwatch Liverpool visited three Mersey Care services in September 2017: Baird House, the Life Rooms in Walton and Talk Liverpool. Feedback was gathered from 56 people using the services. Overall, experiences were very positive, with staff receiving the most praise across all three services. People frequently described staff as friendly, caring, supportive and professional, while many reported that the services had a positive impact on their wellbeing and recovery.

At Baird House, people valued the continuity of care and supportive staff but raised concerns about the location, transport links and ease of access. At the Life Rooms, people particularly appreciated the welcoming, non-judgemental environment, opportunities for social inclusion and access to information and support. Some felt the service could be promoted more widely and suggested extending opening hours, particularly at weekends and evenings.

Feedback about Talk Liverpool was generally positive, with people describing the service as helpful and beneficial. Staff were praised for being supportive and flexible, and many people felt the therapy had made a meaningful difference to their lives. However, waiting times for initial appointments were a recurring concern, with some reporting waits considerably longer than expected. Several people also felt the number of sessions available could be increased. 

Healthwatch concluded that all three services were highly valued by the people who used them and that there were no major concerns about the quality of care provided. Areas for improvement included reducing waiting times at Talk Liverpool, improving awareness and promotion of the Life Rooms, addressing accessibility concerns at Baird House and reviewing support for people who require interpreters to ensure they receive equitable access to talking therapies.