Following our recent article about how we recruit people with a belief in the power of human connection and then build specific behaviour change expertise (see it here if you missed it “Relational by Design” article), we wanted to talk about how that translates into making a difference. And not from our viewpoint, but from what people we serve tell us.

In an era of increasingly transactional health and care systems, the voices of people engaging with our service tell a different story: one where compassion, connection, and careful listening drive meaningful change.

What We Heard

We asked people to rate their experience with our service and tell us why. An overwhelming 98% rated it as 'Good' or 'Very Good', with the majority highlighting the quality of relationships with their First Contact worker. When people feel listened to, understood, and genuinely supported, they engage. They begin to trust again. And they take steps toward change.

This isn’t luck. It’s design.

From recruitment to training to delivery, we have built a service around the belief that relational skills are not soft skills, they are critical skills. Our team members are carefully selected and trained to work with people facing some of the most complex and painful life circumstances.

What Matters Most to the People We Serve

• Listening and Empathy: the most frequent theme by far. People valued being heard without judgment. They used words like “compassionate,” “understood,” and “finally someone listened.”
• Impact and Outcomes: many shared personal progress, reduced anxiety, healthier eating, increased confidence, and simply “feeling better.”
• Clear Communication: clients appreciated clear, simple explanations and the ability to make sense of complex information together.
• Staff Professionalism: kindness, warmth, and a non-judgmental approach were consistently celebrated.

What This Tells Us

We are not a “nice to have” service, we are a vital, evidence-informed intervention supporting people who are too often failed by standard models of care. The link between relational practice and positive health and wellbeing outcomes is clear from both our data and the stories we hear every day.

“It didn’t matter how down I was, he sat with me until I was ready to talk. That meant everything.”

“This is the first time I’ve been helped without being judged.”

“I’ve made more progress in 3 months here than in years of other services.”

"You are the first person that I have told the deep things that have affected me to…you gave me a space where I felt it was safe to be honest".

Because people don’t just need services, they need people who show up, listen, and believe change is possible.