Change Grow Live: Substance Misuse Service User Feedback report

Healthwatch North and West Northamptonshire were asked by Change Grow Live, a substance support and solution organisation, to engage with service users and gather a better understanding of their experiences. They undertook surveys and focus groups, reaching 16 people altogether.

The majority of those using the service are males of White British ethnicity, with the majority of those being within the age range of 35 and 54. Most service users either had a declared mental or physical disability or long-term condition.

Only 10% had found out about the Change Grow Live (CGL) service through a healthcare provider, which was far less than expected. The majority of those accessing services reside in Wellingborough, Kettering, and the central Northamptonshire areas. These areas would benefit from being targeted when distributing information about the service and when looking to advertise the support services offered.

The most used substance to be alcohol. The other most frequently used substances were found to be heroin and crack.

The majority of individuals did not have any prior knowledge or expectations of the service before entering CGL for support and care. If more individuals know about the service before engaging, they will likely engage sooner.

The majority of people in the research were satisfied with the service. Service users expressed the praises of their experiences with CGL, emphasising that they felt they could be open and honest about their struggles, appreciated that they were met without judgement from the key workers, felt supported, and they felt listened to and understood.

Some of the negative feedback comments were surrounding the opening hours and the desire to have CGL operating hours extended to accommodate the needs of those accessing the service, individuals also expressed frustrations when their key workers were changed too frequently.

The common barriers that Healthwatch identified for those who may have yet to engage with the service stigma, fear, denial, and judgement.

Service users shared their opinions of what they would need to feel confident and ready to leave the service. They wanted to know that CGL’s door would always be “open”. The desire to stay in contact with their keyworker was something frequently mentioned, and this is likely due to the bond built through the course of their support and the fear that without that support, they may use a substance again.

Overall, Healthwatch North and West Northamptonshire felt that the services offered by CGL were valuable.  They made five recommendations about publicity and information materials and how these reach individuals who need the support that CGL provides.