"Just a general phone call, your politeness and your understanding to listen is a big thing. PEP have made a difference to my life. You have made me feel more positive about my outlook in life. I am going in the right direction now and it is down to you. I am not looking down a dark tunnel; I see a light at the end of the tunnel. Even though you are younger than me I felt warmth coming from the inside of you. This is the first time I have not been sick when someone has come."