Serving customers with kindness and care

At the People First Conference Centre in Carlisle, we run a hospitality academy for learners with learning disabilities and/or autism, alongside a café at the local cancer treatment centre. To support NHS staff during the cost of living crisis, we extended discounts and introduced an online ordering system so staff unable to leave wards could still access fresh food and drinks. We also support charities such as Skills for People and A Wilderness Way with discounted use of our facilities, building stronger community connections.

These initiatives are having real impact. NHS staff say the support makes a difference to their day, while learners gain meaningful, hands-on hospitality experience. Customer numbers have already risen by 20%, and partner charities value the collaboration.

Our growing reputation is creating exciting opportunities. Riverside Housing, whose values of care, inclusion and trust align with our own, has invited us to open a café at Workington Harbour Side in 2026. We are also attracting interest in catering contracts across Carlisle, creating more opportunities for learners. From September 2025, our Riverbank Café will open to the public, strengthening links with the wider community and continuing to host youth groups and self-advocacy gatherings.

At our café in the cancer treatment centre, we noticed that NHS staff and patients often struggled to find time to leave wards or treatment areas to access food and drink. To respond, our team introduced an online ordering and delivery system so staff could order directly from their workplace and have items brought to them. With the rising cost of living, we also increased discounts for NHS staff to make food and drink more affordable. At the same time, we refreshed our menu with artisan rolls and other fresh options, which have proved extremely popular and now sell out daily. During this period, both our venues were awarded the highest possible 5-star rating by Environmental Health, recognising our commitment to excellent food safety and hygiene.

These improvements have had a clear impact. NHS staff say the service means they no longer miss meals during busy shifts, while the discount eases financial pressures. Patients and visitors also benefit from easier access to fresh, good-quality food. Our learners have grown in confidence by managing orders, preparing food to a high standard, and taking pride in maintaining the 5-star hygiene rating. Customer numbers have already increased by 20%, and feedback has been overwhelmingly positive. As one NHS worker explained: “The discount and ordering system mean I can actually eat during a shift—it’s a small change that makes a huge difference.”

At People First Conference Centre, staff wellbeing and culture are at the heart of everything we do. Over the past year, we have worked hard to embed our values of inclusion, respect, and opportunity, ensuring they are lived every day by staff and learners alike. We introduced regular development sessions where teams can share experiences, learn new skills, and celebrate achievements. Wellbeing activities and open conversations are encouraged, creating a supportive workplace where people feel valued and listened to. Our hospitality academy learners are welcomed as colleagues, working alongside staff in a professional environment that fosters teamwork, pride, and mutual respect.

The impact has been clear. Staff feel motivated, supported, and proud to be part of a team that makes a difference, while gaining new skills in mentoring and coaching. Learners benefit from being recognised as equal members of the team, which builds confidence, employability, and a sense of belonging. Feedback shows that both groups feel stronger and more connected, united by a shared purpose. One member of staff summed it up: “Being part of a team that lives its values every day makes me proud to come to work.” This culture of support and celebration not only improves wellbeing but also drives excellent customer service, proving that when people thrive, communities benefit.

At People First Conference Centre, we believe the best outcomes come from using the experience and strengths of the whole team. Staff, learners, and partners all contribute to shaping how we deliver our services, ensuring decisions are practical, inclusive, and rooted in our values. Within the hospitality academy, staff and learners work side by side: staff provide guidance and mentoring while learners contribute fresh ideas and lived experience. This creates a culture where everyone feels listened to and involved in how services develop.

This approach has led to real improvements. Feedback from staff and learners influenced the introduction of the online ordering system at the cancer treatment centre café and the decision to extend discounts for NHS staff during the cost-of-living crisis. Learners were included in understanding these changes, giving them insight into how businesses make decisions while building their skills and confidence. Staff also strengthened their own abilities in teamwork, mentoring, and problem-solving.

The results have been significant. NHS staff benefit from affordable and accessible food, learners take pride in contributing to meaningful changes, and the whole organisation works more effectively together. Both venues achieving 5-star Environmental Health ratings shows how a structured, team-led approach delivers at the highest standard. Externally, our reputation for collaborative, values-led decision-making has attracted new opportunities, including catering contracts in Carlisle and Riverside Housing’s invitation to open a café in Workington. By drawing on everyone’s strengths, we have built a culture of shared decision-making that delivers real impact for learners, staff, and the wider community.