“Friendly, helpful and knowledgeable – the service is brilliant every time!”

We had an interview with one of our customers, Helen, who shared her experience joining our support service. Have a read of it below, enjoy!


How long have you had your stoma?

Since May 2018. It’s been good so far, some ups and downs, takes a bit of time getting used to it due to lifestyle changes. I’m starting to get back on my feet a bit more.

What type of stoma do you have?

I have an Ileostomy

How did you come to having a stoma?

I had Crohn’s and Colitis for 17 years, the last few years took a nose dive and nothing worked, it was getting worse and worse. I was pretty much a recluse. My operation was a planned surgery, I had been pushing and fighting for it for 2 years.

How long have you been on the Respond service?

6 weeks (at date of interview).

How did you hear about our service?

Online, through Louise Potter and some other people mentioning Respond online.  I had seen on Facebook as well so I enquired.

Have you ever had any issues with the service?

Not at all, it’s all been spot on. I was with another company previously and I ad to wait a long time for products to come into stock and had to keep chasing. I wasn’t being kept in the loop, but I am now.

Do you ever have any problems getting through on the phone?

No, not at all.

How do you receive your goods?

Through DPD, I receive a text and email the day before delivery with a delivery time slot, so I know when to expect my delivery.

What sort of support do you get from the service?

Peace of mind and comfort. Everything has been done and speedily. Whereas before I had a lot of issues with products being missed. Respond have a fast delivery too.

What do you think of your respond team? If you could sum them up in 3 words what would it be?

Friendly, helpful and knowledgeable – the service is brilliant every time!

What worried you about changing?

That there would be a time delay between my prescription and delivery, but there wasn’t one.

Why did you decide to change?

I was having delivery and communication issues, I wasn’t being told products were out of stock and delayed, I just wasn’t kept in the loop.

How easy did respond make it for you to change?

Very easy – literally just had to call them and give my GP details etc and the items I wanted and they took it from there.

What difference have you noticed in respond to the old service?

Main difference is the speed of service, the delivery time is hassle free and quick, which is very reassuring. The complimentary and “to hire” items that Respond offer also swayed me, that I was able to receive some underpads for the bed upon request, for a bit of peace of mind and extra support.

What is it you particularly like? Can you name 5 things?

Speed of service, helpful staff, no barrier when talking to staff, there’s no embarrassment, all the staff are approachable

How did you get to know that you did not have to use the same delivery company and service you were using?

Through online support groups.

What advice would you give to somebody reading this about changing where you get your supplies from?

If you are unhappy wit your current service or unsure whether you can change service, to just go for it – I cannot recommend Respond enough!

How likely would you recommend?

Very much so!

What would you say to someone thinking about changing who were worried that it was going to be difficult?

It’s just hassle free and easy, it takes one phone call and you don’t have to worry about telling the old supplier that you are changing services. It’s so easy!

If somebody was worried about getting their supplies from somewhere else, would you suggest that they tried Respond and gave the service a go?

Yes definitely, I already have done so in some online group chats.

Where would you say we could improve?

Not really, the only minor thing is an up to date online ordering service, but it’s not a problem for me as I can order over the phone or by email!

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