Staff are on hand when service users arrive and engage in conversation, always listening to their replies.  Our Proactive Support Workers are all kind, friendly and supportive and all service users are treated as individuals, with their individual needs catered for.  Everyone is part of the team, whilst maintaining their individuality, ensuring positive outcomes according to needs and abilities.  Careful consideration is given to privacy to protect the service user. Grievances or worries are handled sympathetically and promptly.  Service Users always have a say in the activities they wish to take part in and the timetable is adjusted accordingly.  Yes, it sounds too good to be true, however, these are the opinions of the families of the service users we support.  We do make a difference to their lives.