women's health advice centre survey results 2010
DESCRIPTION
Results from the Women's Health Advice Centre survey in 2010.TRANSCRIPT
1
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 2-
Referrer’s Survey. This report outlines the results of both surveys below.
Centre Users Survey Results
70 people responded to the Centre Users Survey
Q1 Website Leaflet Referral from
another agency
Word of
mouth
Community event
Doctor
How did you hear about WHAC?
6 8 35 11 2 8
2
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 Counselling Training courses
Legal advice
Debt advice
Health trainer
Volunteering None
Which WHAC services have you used?
34 30 3 1 8 17 5
Q2. The services used by the majority of respondents were counselling,
training and volunteering opportunities.
Q3 Emp part time
Emp full
time
Claiming out of work
benefits
In Ed or Training
Over 65
Under 18
Retired under
65
Perm sick
Dis- abled
Please tick any of the following that apply
14 20 12 5 9 1 1 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 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
Why did you choose WHAC’s services?
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
3
Q5 Poor Reasonable Good Very good
Outstanding
What do you think of WHAC’s services?
3 2 7 28 27
Q5. The majority of respondents reported that WHAC’s services are
either outstanding or very good
Q6 Yes No Not marked
Has your life improved since accessing WHAC’s services?
48 7 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 Built my confid-ence
Increased my self esteem
Imp my home life
Imp my life skills
Helped sort out
practical issues
I feel safer
Imp my
health
Able to stay in work
Able to look for
work
What difference
has WHAC
made to your life?
47 40 16 21 16 11 16 6 3
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.
4
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
5
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
6
Referrer’s Survey Results
22 people responded to the Referrer’s survey
Q1 Website Leaflet Contact by other agency
Word of mouth
Community event
Other
How did you hear about WHAC?
6 8 3 12 4 1
Q1.Referrers hear about WHAC mostly by word of mouth and using WHAC’s website
Q2 Counselling Training courses
Legal advice
Debt advice
Health trainer
Volunteering
To which WHAC services do you refer people?
18 12 5 10 5 1
Q2. People have referred others mostly for counselling, training courses and debt advice
Q3 Public sector
Voluntary agency
Self employed
Private sector
Independent agency
In what type of organisation are you employed?
17 2 2 0 0
Q3. Most referrers are employed in the public sector
Q4 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
Why have you referred people to WHAC’s services?
3 3 10 13 13 18
Q4. Referrers recommend WHAC because they believe it is beneficial for clients, non
judgemental and the service is discreet
7
Q5 Poor Reasonable Good Very good
Outstanding
How would you rate WHAC’s services?
0 1 5 13 2
Q5. The majority of referrers who replied to the survey rated WHAC’s services as very good;
no one said they were poor
Q6 Yes No Not marked
Have your client’s lives improved since accessing WHAC’s services?
16 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 Built their confidence
Increased their self esteem
Improved their
home life
Improved their life
skills
Helped them
look for work
What difference has WHAC made to your client’s lives?
16 15 8 9 5
Helped sort out practical
issues
Made them feel
safer
Improved their
health
Helped them stay
in work
11 7 9 3
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.
8
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
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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)
10
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)
11
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)
12
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)
13
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)
14
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)
15
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)
16
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)