Mary is married with two teenage children, and an elderly mother who lives close by. She works in a tea shop and enjoys chatting to customers and listening to their problems often wishing she could do more to help.

One day a customer told her about a new organisation called the LINk. Later, her boss was asked if he would have some coasters advertising the LINk in the tea shop. Mary took one home and put it on the coffee table, and on the spur of the moment one morning she telephoned and signed up as a member.

Mary says joining the LINk is one of the best things she has done. She attends meetings and speaks up on the health and social care issues that her customers tell her about. Her customers are always interested to hear about the work of the LINk.

Mary was able to use what her customers had said about the long waiting times for Community Physiotherapy Services. Members were asked if they had heard anything about this service. This feedback was given to the local Councils Overview and Scrutiny Committee who were closely observing the service, following patient complaints.

As a result of this scrutiny, waiting times across the county have improved. Mary tells her customers, “It’s your time”, we can make a difference.