WHAC’s Survey 2010 Introduction We are keen to find out what people who use WHACs services think about them, there are generally two sets of people who use WHAC. The first group are people who directly use WHAC’s services; we already gather information from clients or centre users via counselling evaluations and using course feedback forms. We also wanted to ask them about what they feel is different or unique about WHAC. The second group are those who refer people to WHAC, those who recommend that their clients and community members get in touch with us. We thought it useful to ask the people who support and refer people to WHAC about what it is they value about WHAC. During late December 2010 therefore, we sent electronic surveys to centre users/ clients and referrers who have access to email. We also sent the surveys by post to those without email with stamped addressed envelopes enclosed. We made sure that we only contacted clients who had previously given their permission and assured all respondents that their personal information would remain anonymous. The surveys can be found in appendix 1 – Centre User’s Survey and appendix 2Referrer’s Survey. This report outlines the results of both surveys below. Centre Users Survey Results 70 people responded to the Centre Users Survey Q1
How did you hear about WHAC?
Website
Leaflet
6
8
Referral from another agency 35
1
Word of mouth
Community event
11
2
Doctor
8
Q1.The majority of survey respondents found about WHAC from other agencies and by word of mouth, GPs and WHAC leaflets also seem to be a useful source of information. Q2 Which WHAC services have you used?
Counselling Training Legal Debt Health Volunteering None courses advice advice trainer 34
30
3
1
8
17
5
Q2. The services used by the majority of respondents were counselling, training and volunteering opportunities. Q3 Please tick any of the following that apply
Emp part time
Emp full time
Claiming out of work benefits
In Ed or Training
Over 65
Under 18
Retired under 65
14
20
12
5
9
1
1
Perm sick
Disabled
1
2
Q3. The greatest number of respondents are in full and part time employment, the next largest groups were those claiming out of work benefits and people aged over 65 Q4
Why did you choose WHAC’s services?
Didn’t Was The WHAC is WHAC is I enjoy know of referred by service welcoming non being anywhere another is judgemental at else organisation discreet WHAC 3 14 36 44 39 34
Q4. Respondents say they have chosen to use WHAC’s services because they are welcoming, discreet and non judgemental and because they enjoy being at WHAC
2
Q5 What do you think of WHAC’s services?
Poor Reasonable Good Very Outstanding good 3 2 7 28 27
Q5. The majority of respondents reported that WHAC’s services are either outstanding or very good Q6
Yes
No
Has your life improved since accessing WHAC’s services?
48
7
Not marked 15
Q6. Once again, the majority of those that responded to this question felt that their lives had improved as a result of their contact with WHAC. Quite a large number did not answer this question- this could reflect the long term nature of WHAC’s work with centre users. Q7
What difference has WHAC made to your life?
Built my confidence
Increased my self esteem
Imp my home life
Imp my life skills
Helped sort out practical issues
I feel safer
Imp my health
47
40
16
21
16
11
16
Able to stay in work
6
Q7. The greatest impact that WHAC has had on centre users has been to help increase confidence and self esteem, closely followed by improvements in life skills and health. The low number of people reporting improvement in work could be explained by the low take up of employability training.
3
Able to look for work
3
Survey Questions 8-10 asked for centre users comments, the following are a sample of their answers Q8. What would you say to a friend about WHAC’s services? A high quality service that treat you as an individual Try them, it might help you, they understand women totally without being judgemental Most staff are volunteers, that’s what makes WHAC so special Good place to get support when your life is falling apart Absolutely brilliant, but to get the maximum benefit you need to be honest with them and more importantly with yourself. You need to keep going for the full course as the first session is the rock in the middle of a storm to cling to, and stop getting washed away, then as you gradually get your strength back it becomes the launch pad to start again when things calm down. Valuable services some of which would be more than welcome in rural areas I have lived in
Q9. What makes WHAC special/unique? It’s emphasis on helping women with whatever situation they need The premises and people are warm, welcoming and supportive That they will work with any issues no matter how obscure, without judgement WHAC is a safe place to turn to when life gets on top of you and you’re lost and in desperate need of help and support. WHAC is very special You don’t even need to knock on the door! It reminds me of the colliery rows where people didn’t even lock their doors. I thought WHAC is like a special place, an oasis of peace and nourishment inside from a very busy outside WHAC is non judgemental, quietly welcoming and do not make you feel a failure or insecure. They LISTEN in reality and do not just go through the motions of listening. They show great empathy and understanding. They are balm to a troubled soul
4
It’s really good to have somewhere just for women. Understanding of problems is so much better Q10. Are there any other services you would like WHAC to offer? Something to help the young men under 20’s, husbands of wives needing help Maybe more classes or short courses on hobbies, arts and crafts, IT genealogy, maths and English, yoga for complete beginners, aromatherapy, basic first aid, self defence for women, evening relaxation classes Some services for young people and separate services for men On inter relationship skills which are harder to acquire Email support for people who cannot attend in person at WHAC Yes, full time care by Linda
5
Referrer’s Survey Results 22 people responded to the Referrer’s survey Q1
How did you hear about WHAC?
Website
Leaflet
6
8
Contact by other agency 3
Word of mouth
Community event
Other
12
4
1
Q1.Referrers hear about WHAC mostly by word of mouth and using WHAC’s website
Counselling
Q2 To which WHAC services do you refer people?
18
Training courses 12
Legal advice 5
Debt advice 10
Health trainer 5
Volunteering 1
Q2. People have referred others mostly for counselling, training courses and debt advice
Q3 In what type of organisation are you employed?
Public Voluntary sector agency 17 2
Self employed 2
Private sector 0
Independent agency 0
Q3. Most referrers are employed in the public sector Q4
Why have you referred people to WHAC’s services?
Didn’t know of anywhere else 3
Was recommended by another organisation 3
The service is discreet 10
WHAC is welcoming
WHAC is nonjudgemental
13
13
I think WHAC is beneficial for clients 18
Q4. Referrers recommend WHAC because they believe it is beneficial for clients, non judgemental and the service is discreet
6
Q5
Poor
Reasonable
Good
0
1
5
How would you rate WHAC’s services?
Very good 13
Outstanding 2
Q5. The majority of referrers who replied to the survey rated WHAC’s services as very good; no one said they were poor Yes
Q6
Have your client’s lives improved since accessing WHAC’s services?
16
No
Not marked
0
6
Q6. All the referrers who replied to this question said that clients lives had improved as a result of accessing WHAC’s services, 6 did not reply; one explanation could be that work is long term and ongoing with many clients Q7
What difference has WHAC made to your client’s lives?
Built their confidence
Increased their self esteem
Improved their home life
Improved their life skills
16
15
8
9
Helped sort out practical issues
Made them feel safer
Improved their health
Helped them stay in work
11
7
9
3
Helped them look for work 5
Q7. Referrers mostly report that WHAC builds people’s confidence, increases their self esteem, and helps them sort out practical issues. However a reasonable number also say that WHAC helps people improve their health, home life and life skills.
Questions 8-10 required referrers to comment. Here follows a sample of their responses. Q8. What would you say to a colleague about WHAC’s services?
We need a version for men. Good, supportive and local. I would definitely contact WHAC again if the clients I work with would benefit from their services, which was very good.
7
In 24 years I have never heard a negative comment from a client about the treatment they have received. That WHAC is a local charity who can offer good support and advice to clients on our caseload who lack confidence/self esteem, due to mental health issues. Excellent local service–use it or lose it! A valued and useful service in an area of high need Always recommend WHAC as a point of contact, source of help and support and high quality counselling
Q9. What makes WHAC special/unique?
A place of safety for women Local – volunteer run. Client led service, discreet, clients give positive feedback. Local, welcoming, friendly and approachable. That WHAC is locally based and a safe environment for women. Free, easy to access and an easy referral route. The only one providing the service Variety of relevant courses
Q10. Are there any services you would like WHAC to offer?
Disabled access to the building Domestic abuse group A crèche for women with children Men’s counselling and training courses Our service is happy with the services you currently offer
Conclusions Thank you to everyone that contributed to the WHAC survey. The results provide invaluable evidence of how positively both centre users and referrers regard WHAC’s service. The feedback confirms that WHAC is successfully meeting local need and providing a unique, safe place for health improvement and wellbeing. The survey data is very useful to help WHAC confirm its strategic objectives, develop future project plans and seek funding. Dianne Keetch. Education and Training Officer March 2011
8
Appendix 1 WHAC Centre Users’ Survey Please complete all the questions below 1. How did you hear about WHAC? (please tick as many as you wish)
Website
Word of mouth
Leaflet
Community event
Referral from another agency Other (write in box)
2. Which WHAC services have you used? (please tick as many as you wish) Counselling
Health trainer
Training courses
Volunteering
Legal Advice
None
Debt advice Other (write in box)
9
3. Please tick any of the following that apply to you.
Employed part time
In education or training
Employed full time
Over 65
Claiming out of work benefits
Under 18
Other (write in box)
4. Why did you choose WHACs services? (please tick as many as you wish)
Didn’t know of anywhere else Was referred by another organisation The service is discreet WHAC is welcoming WHAC is non judgemental I enjoy being at WHAC Other (write in box)
10
5. What do you think of WHAC’s services (please tick one) Poor Reasonable Good Very good Outstanding
6. Has your life improved since accessing WHAC’s services? YES/NO
7. What difference has WHAC made to your life? Tick all the ones that apply to you. Built my confidence
I feel safer
Increased my self esteem
Improved my health
Improved my home-life
I‘m able to stay in work
Improved my life skills
I’m able to look for work
Helped sort out practical issues Other (write in box)
11
8. What would you say to a friend about WHAC’s services? (please write in box below)
9. What makes WHAC special/unique? (please write in the box below)
10. Are there any other services you would like WHAC to offer? (please write in the box below)
12
Appendix 2 WHAC Referrer’s Survey
Please complete all the questions below
1. How did you hear about WHAC? (please tick as many as you wish)
Website
Word of mouth
Leaflet
Community event
Contact with another agency Other (please write in box)
2. To which WHAC services do you refer people? (please tick as many as you wish) Counselling
Health trainer
Training courses
Volunteering
Legal Advice
None
Debt advice Other (please write in box)
13
3. In what type of organisation are you employed?
Public Sector
Private Sector
Voluntary Agency
Independent Agency
Self Employed Other (please write in box)
4. Why have you referred people to WHAC’s services? (please tick as many as you wish) Didn’t know of anywhere else Was recommended by another organisation The service is discreet WHAC is welcoming WHAC is non-judgemental I think WHAC is beneficial for clients Other (please write in box)
14
5. How would you rate WHAC’s services (please tick one) Poor Reasonable Good Very good Outstanding
6. Have your client’s lives improved since accessing WHAC’s services? YES/NO
7. What difference has WHAC made to your client’s lives? (please tick all the ones that apply) Built their confidence
Made them feel safer
Increased their self esteem
Improved their health
Improved their home-life
Helped them stay in work
Improved their life skills
Helped them look for work
Helped sort out practical issues Other (write in box)
15
8. What would you say to a colleague about WHAC’s services? (please write in box)
9. What makes WHAC special/unique? (please write in the box)
10. Are there any other services you would like WHAC to offer? (please write in box)
16