SERVICE USER SATISFACTIONSURVEY 2018

FORWARDObtaining feedback from the people who are supported by Coventry and Warwickshire Mind is essential to support critical reflection and to aid in improving our practice. Seeking feedback both formally and informally is the basis of relationship building and effective partnership working.

Therefore, every year we give our service users a chance to tell us how we’re doing. Have they been satisfied with the services they’ve received? Has their experience resulted in positive outcomes? What do they think we could be doing to improve?

We have received valuable feedback in 2018 from 313 service users. Of those who responded to our survey, 94% said that they have been satisfied with service(s) and 95% said that they have experienced some kind of improvement or stabilisation in their mental health since accessing Coventry and Warwickshire (C&W) Mind services. A large proportion of service users believe that they now know where to go for further support (80%) and 82% have access to information about how to look after their mental wellbeing. 77% of respondents believed that the support or information that they received from CW Mind services helped them to deal with their presenting issues. A large number of respondents also agreed that they have received quality care and support (83%), and that they have been listened to and respected (85%) throughout their involvement with C&W Mind.

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The length of time for service users to receive information or support from relevant services is often a concern for commissioners however, CW Mind have managed to support 80% of the respondents within both a time period and at an appropriate level (80%) deemed satisfactory by themselves.

Many service users mention the friendly staff, the help that they have received and importantly, feeling listened to and given the information needed for them to improve their mental wellbeing.

“Having someone to understand me and given the support to make decisions. It has changed the way I think about a lot of stuff.” (Rugby/North Warks Hub)

“Confidential, down to earth, gave me something to look forward to”. (Big Umbrella)

“Kind, considerate and caring. Taught me to like me again.” (Counselling)

“Very, very, supportive, compassionate & non – judgemental”. (Pathfinder/GRoW)

Receiving feedback not only enables us to reflect on what we have, together with service users, achieved but also enables us to plan for the future to ensure that our support is tailored to the needs of individuals and helps individuals to achieve their goals and ambitions.

I would like to also take this opportunity to thank our dedicated team of staff, volunteers and peer supporters who work tirelessly to ensure that we provide quality support to all. I would also like to thank the commissioners, funders and partner organisations with whom we work closely.

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We trust that 2019 will be another year of expanding our reach and ensuring that “No one should have to face a mental health problem alone”.

Steven Hill, Chief Executive/ Quality Lead

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ABOUT THIS SURVEYWhy we do it We carry out this survey annually to ensure that the services we are providing are high quality and meeting the needs and expectations of service users. We also carry out the survey to identify things that could be improved.

How we do itThe survey was sent out to all services (except IAPT) to be completed by current service users during October 2018. An electronic version of the survey was also advertised via our website and social media to inform those who may have accessed our service between November 2017 and October 2018. Also included in this report are any satisfaction surveys that have been completed by service users upon leaving services since November 2017.

How we will use the findingsWe will use the findings of the survey to reflect on the quality of Coventry and Warwickshire Mind (C&W Mind) services and to identify potential improvements. The findings will be disseminated, and made available, to:

• All C&W Mind services, including communal areas for staff, service users and volunteers;

• On our website;• The Board of Trustees, Senior Management, Quality Group, and

service user involvement/Expert by experience groups.

The statistical information and comments (kept anonymous) may be also included in:

• Monitoring reports for funders of current services;• Tenders for future services;• C&W Mind promotional materials (website, leaflets, etc).

ResponsesThis year, a total of 313 service users completed a satisfaction survey. The majority (78%) of respondents had accessed just one C&W Mind service in the past year; the remaining 22% had accessed two or more services. All C&W Mind services, apart from IAPT and the Navigators have been represented.

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High levels of satisfaction

94% of all respondents said that they have been satisfied with the service they received. In fact, 79% were either ‘very’ or ‘extremely’ satisfied.

RESULTS

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Improvement in mental wellbeing

80% of all respondents recorded an improvement in their mental wellbeing. In addition, C&W Mind helped to prevent any deterioration in mental wellbeing in 15% of cases.

GOOD QUALITY, PREVENTATIVE SERVICES 83% or more of respondents agreed that C&W Mind deliver good quality, preventative services.

Strongly Agree or

Agree

Disagree or Strongly Disagree

Neither agree nor disagree

Unknown*

I feel I have received good quality care/support from C&W Mind

84% 0% 5% 11%

I feel I have been listened to and respected throughout my involvement with C&W Mind

85% 0% 4% 11%

I have been satisfied with the length of time it has taken for me to receive information/support from C&W Mind

80% 0% 6% 14%

I feel I have been able to access the right level of support from C&W Mind

80% 1% 6% 12%

The support/information I have received has helped me to deal with my

78% 1% 9% 11%

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Improvement in physical healthThe survey findings show that in over half of all cases (56%), respondents recorded an improvement in their physical health since starting a service.

(313 responded to this question; 8 chose not

initial problem/concernI know where to go for further support should I need it

80% 2% 7% 11%

I have access to information about how to look after my mental health and wellbeing

82% 2% 5% 12%

*a number of the services did not use the 2018 form, resulting in a higher number of unknowns.

BEST THING ABOUT C&W MIND SERVICESRespondents were asked to identify what they felt was the best thing about the service they received. Among the nearly 300 comments that were made, the following themes emerged:

C&W Mind StaffThe majority of respondents said that the quality of support that they received from C&W Mind staff was the best thing about the service. Words such as: empathy, non-judgmental, kind, considerate and understanding were all used to describe C&W Mind staff.

“Feeling like someone understands, listens and does not judge me.”(Community Support)“My support worker going above & beyond the call of duty and giving extra support when I need it”. (Counselling)

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Emotional and Practical SupportHaving access to emotional and practical support was the best thing about the service for many respondents. They appreciated being listened to, understood and not judged. They also valued practical help with things such as benefits and finance, accommodation, and reminders regarding medication. Others appreciated the tools and techniques they had been given in order to better cope with their particular mental health condition or life circumstance(s).

“Having someone to talk to and the time and encouragement to help me cope with my mental health”. (Community Support)“They gave me great advice and listened to me”. (RISE – CYP)

Positive outcomesReduced isolation, increased independence, improved relationships and increased confidence were among some of the positive outcomes respondents mentioned. “Support workers help to control my mental health and keep me stable”. (Community Support)“The class is interactive. Listening to other people's experiences made me understand I am not alone. And the teacher is very patient. She is always ready to listen and never judgemental”. (Mums in Mind)

Person-centred supportSome respondents appreciated the fact that the support they received was person-centred and tailored to their individual needs.

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“Patient centered support has been incredible”. (Counselling, Recovery Academy)“Some one to talk to and to help me with my problems”. (Coventry Wellbeing Hub)

Meeting others in a similar situationFor some respondents simply knowing that they are not alone in their experience was the best thing about the service.

“Realisation that others go through and feel the same”. (Mums in Mind)“Meeting people who have mental health problems”. (Rugby or North Warwickshire Hub)

Areas for improvementJust under a third (100) of respondents made suggestions about how services could be improved. The overwhelming message was that respondents want more: they want more support sessions; more activities to be offered (including day trips and outings); and more courses. Some respondents also felt that ending support automatically after a certain length of time was not always helpful.

“CW Mind to have more input into medication administering/control”. (IRSS)

“Longer sessions - more than the 6 week.” (One to one session)

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However, a few respondents acknowledged that this can only be achieved if C&W Mind continue to secure funding and develop our partnerships, have enough staff, and market services successfully:

“Partnership with NHS for counselling services to permit individuals in need of counselling to access this service without present inherent delays.” (Counselling)

“Not strictly relevant to this question, but I would like if there were more people of my age range. (Obviously not a fault of the service)”. (Rugby or North Warwickshire Hub)

OPPORTUNITIES TO BE INVOLVED IN C&W MIND93 people said that they would like the opportunity to be more involved in the development of C&W Mind, either in terms of fundraising, volunteering or becoming an ‘Expert by Experience’. The names of these people will be forwarded on to our service user involvement/Expert by Experience representatives to contact them directly about ways to get involved.

OTHER GENERAL COMMENTSThere were nearly 100 general comments made at the end of the survey, many of them thanking C&W Mind for their support. Below are just a few of the best:

“Appreciate being able to come here. Not many places to go when you have emotional problems”. (Rugby or North Warwickshire Hub) “Feel like the service that I have received has stopped me from having a meltdown”. (Community Support)

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“I feel I have received the support I needed and someone to tell my problems to. This has helped.” (One to One Session)“MIM is a fantastic service and has really helped me heal.” (Mums in Mind)

WHAT HAPPENS NEXT? This document will be circulated as widely as possible, so it is available for anyone to read. It will be forwarded to the C&W Mind Board of Trustees, Senior Management Team, Quality Group and Service User Involvement Groups so that they can reflect on the findings and identify any actions that need to be taken to improve services. It will also be sent to individual service managers for discussion in team meetings, it will be given to funders and potential funders, and it will be used in our promotional materials (website, leaflets, etc.). If you would like to provide C&W Mind with any comments or feedback regarding the support you have received, please do not hesitate to contact us on 024 7655 2847 or email anna.hodgson@cwmind.org.uk. The next annual survey will be held in September 2019.

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