Delivering high-quality, person-centred services

Healthwatch Stockton-on-Tees heard from NHS staff about the pressures affecting cancer support services in 2025. Staff highlighted challenges such as contract uncertainty, increasing workloads, and differences in support across sites. Many also raised concerns about inconsistent access to hardship funds, high demand for fast-track cancer pathways, and difficulties retaining experienced staff in a stretched system.

Variations in staffing levels within the same Trust were noted as affecting patient experience and equity of care. These insights made it clear that workforce stability and consistent support are essential for both staff wellbeing and quality services.

Our engagement provided a safe space for staff to share their experiences directly with system leaders. By presenting these insights, we supported conversations about workforce development, training, staff support, that ultimatly helps to foster a culture where teams feel equipped, valued, and supported in their roles.

Claire, a Cumberland Independent Advocate at People First, noticed that a patient’s medical needs weren’t being fully investigated. She knew that further tests were needed to get a clear diagnosis.

Working closely with the patient and professionals, Claire pushed for the right assessments and made sure the person’s rights under the Mental Health Act were fully respected. She ensured the patient’s voice was heard and that their best interests came first.

The patient felt the difference when they received the correct tests, gaining a better understanding of their diagnosis and treatment. The family and staff also had peace of mind, knowing the patient’s rights were upheld and their care was being managed respectfully.

This case shows the real impact advocacy can have, making sure people are treated fairly, supported, and respected, while giving professionals confidence that they are providing care in the right way.

We created the People First Experience Day to give local businesses a chance to step into the world of our learners at the People First Conference Centre.

Our first guests were from Carlisle Brass, who have been working with us through the Creating Careers programme. A year ago, they hired one of our learners in their warehouse, and now they wanted to learn more about supporting neurodivergent employees.

During the day, Carlisle Brass staff were paired with senior learners from our Hospitality Academy. The learners showed them what a typical day looks like — keeping the Centre welcoming, clean, and running smoothly. Over lunch, everyone had the chance to chat and hear about inclusive ways of communicating.

By the end of the day, the guests left inspired. Seeing our learners in action: confident, capable, and full of energy, really brought home the impact of the Creating Careers programme.

Best Life learner Abi has completed her course with us and is moving on to a pre-supported internship at Carlisle College, an exciting milestone in her personal development.

Abi joined Best Life because she didn’t feel ready for a large college environment. Over the last three years, she has built confidence, developed her communication skills, and become more comfortable connecting with new people.

Last summer, she volunteered at a Carlisle Foodbank drive at Sainsbury’s, handing out leaflets and encouraging donations. What could have been overwhelming instead became a moment where she shone. 

These experiences have helped Abi grow into a confident, motivated young person ready for her next challenge. Her determination, kindness, and willingness to push herself mean she is starting her internship in a brilliant position, and we couldn’t be prouder.

Luiz, a resident of South Cumbria, speaks Brazilian Portuguese as his first language. For medical appointments, he often needs an interpreter. Recently, he and his partner Sara shared how this wasn’t always provided.

For a specialist consultation, Luiz had requested an interpreter in advance. When they arrived, no translation service was in place. The consultant told them it would be a short appointment and expressed that having an interpreter was inconvenient. Luiz struggled to explain his injuries, and Sara described the consultant as stopping him from speaking and being rude.

With support and guidance from Healthwatch Westmorland and Furness, Luiz and Sara were informed about their rights. Their request for reasonable adjustments was taken seriously, and the need for translation support has now been recorded on Luiz’s medical records.

Across 2025, People First has been helping young people with learning disabilities or autism learn, connect, and explore new experiences. The Youth programme has grown with new activities and sessions designed around young people’s interests, giving them more choice and ownership.

Through Children’s Short Breaks, commissioned by Cumberland Council, 14–18-year-olds across four locations have been building confidence, learning travel skills, and strengthening community connections. Weekly and monthly sessions now mix ‘speak up’, relaxed, community, and topic-focused activities, so everyone can join what appeals most — and feedback has been very positive.

Year two of the community-based inclusive youth project sees young people taking the lead, working with local groups to review and improve activities. This not only makes experiences more inclusive but also gives young people valuable skills and confidence as they shape the programme.