Users of the Crystal Gateway dementia centre in Stourbridge and their families have expressed frustration and upset following recent changes to the centre’s services, which some describe as having the “rug pulled from under their feet.” The alterations were implemented without prior consultation, according to local councillor Andrew Tromans.
At a meeting of Dudley Council’s Health and Adult Social Care Scrutiny Committee on 3 August, members were informed that the redeveloped service would see the cessation of the traditional day service model. Instead, users will choose individual activities tailored to them, marking a significant shift in how support is provided at the centre.
Campaigners had previously succeeded in securing the centre’s future when a full council meeting unanimously passed a motion to save the facility from closure in 2025. The motion also called for the establishment of a group to guide the ongoing provision of dementia care at Crystal Gateway.
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Cllr Tromans revealed that he first became aware of the latest service changes through concerns raised by centre users themselves. He expressed dissatisfaction with the explanations provided during the scrutiny committee meeting, suggesting that the process lacked transparency and democratic oversight.
“There is a sense that this has been done away from scrutiny and they have progressed with their plan without proper democratic oversight,” said Cllr Tromans. “The people that rely on that centre feel the rug has been taken from underneath their feet. The way this has been done lacks a certain amount of transparency.”
Emma Matthews, Dudley’s director of adult social care, addressed the committee by clarifying that the changes represent a reshaping rather than a reduction of services. She acknowledged that the new approach might be confusing for users but emphasised ongoing efforts to support clients through the transition.
“That’s not a reduced offer, it’s just a changed offer and the way it’s recorded on their support plan will change,” Ms Matthews explained. “We will continue to explain that and work that through existing clients so they can see the benefit of the new offer and why we are moving to it.”
Cllr Tromans cited an email from a centre user during the meeting, highlighting the distress among users and their families, who value the respite provided by staff-led interactions at the centre.
Ms Matthews reassured the committee that the council had listened carefully to service users and remained committed to maintaining the Crystal Gateway building. She noted that users particularly valued activities delivered by external organisations over those run directly by the council.
“The other thing they said they liked were the services, the activities that tend to be provided by external organisations not ourselves,” Ms Matthews said. “A lot of the things that we were doing weren’t really things they enjoyed or wanted to be part of. They liked the stuff we brought in and that was what they wanted more of.”
Despite these reassurances, Cllr Tromans reiterated his concerns about the manner in which the changes were implemented.
“It’s going to cause upset whenever you have got to make a difficult decision and handle a change message, it’s best to be transparent and explain exactly what’s going on,” he stated. “I don’t think it serves anybody to be coy about it, I don’t think the council have done themselves any favours by trying to do this quietly.”