Meet our Ambassador, Rachel!
Tell us about yourself
Hi, my name’s Rachel Allen. I’m a thirty two year-old mum from South Wales and I have a stoma due to Hirschsprung’s disease. I have a fifteen year-old stepson and a six-year-old little boy, Jake, who has the same condition as me – he has a stoma too. We’re twinning and just living life to the full!
What do you think makes a great service?
Always being at the end of the phone. Being warm, friendly, and reliable.
How long have you been using the Respond service?
I’ve been using Respond for six years now. The hospital where my little boy had his stoma recommended the service, and the relationship has blossomed from there. Four years after Jake’s operation, I had my stoma and it was a no brainer to continue to use the Respond service, as we’d built a strong relationship. I knew I could trust Respond because of how wonderful they’d been to us, and we’ve never looked back.
What is it about the Respond service that you like?
A lot of people I read about seem to have problems with the service they use, where they can wait for days wondering if products are going to arrive, but this just doesn’t happen with Respond – they’re really on it.
The service is very reliable. If I’m short of stock, or if we’ve had a month where Jake and I have used more bags than we were predicting, then it’s just a quick phone call. I’ve had deliveries within twenty four hours! You can’t ask for better than that.
What three words would you use to describe Respond?
Warm, welcoming and reliable. I know that the Respond team are there for me and Jake and they always have been. For that very reason, whenever someone pops up on my social media feed asking for recommendations, I always recommend Respond. And I’ll continue to shout their name from the rooftops!
What I love is that the people answering incoming calls at Respond are so friendly and warm. You can feel their warmth over a phone call and I’ve felt that from the start…to the point that when I call Respond I need to remind myself I’m not ringing a mate, I’m ringing Respond.
What does it mean to you to be a part of the Respond ambassador programme and family?
Being part of the Respond ambassador programme feels like I have this great opportunity that I’m really thankful for. I just want to give back because the platform that Respond have created allows us to educate people and raise awareness.
It’s all about education and getting that message out there that you’re not alone – we are out there. By working with Respond, we’re all supporting the ostomate community as best we can. To me, we do feel like family.
What would you say to someone who is looking to change their service?
Do it now. There’s no reason why you cannot have the best – it is out there and it is Respond. You need to remember that you are going through something that not many people have to deal with in their lives and there’s no reason why you shouldn’t get the care and the customer service that you deserve. Please don’t hesitate to join Respond.
Tell us three things that we don’t know about you?
Firstly, I’m a Family ambassador for Noah’s Ark Children’s Hospital Charity in Cardiff, South Wales. Our son’s 10 operations have been carried out at Noah’s Ark Children’s Hospital, and they will continue to provide him with the care that he needs.
Secondly, our family has bakeries in Cardiff. The bread stall in the middle of Cardiff market makes the best Welsh cakes and bread. If you are visiting Cardiff, make sure you visit and say that Rachel sent you.
Thirdly, my celebrity crush is Jason Statham!