Student Evaluation 2014-15 (Word) - ed.ac.uk Web viewThe Student Disability Service (SDS) has undertaken an annual survey of users for 9 years

Student Disability Service

Student Evaluation 2014/15

ContentsBackground 3Methodology 3Objectives 3Demographic Overview 3Research Findings 4

Awareness and Usage of the Service 4Use of Service 5Evaluation of Service 7Learning Profile 10Accessible and Inclusive Learning Policy (AILP) 12Satisfaction with the Service 13

Summary and Recommendations 16

Appendix 1: Demographics 17Appendix 2: The Questionnaire 21

Student Disability Service Student Evaluation 2014-15 Page 2

Background• The Student Disability Service (SDS) has undertaken an annual survey of users for 9 years• The survey is administered by Communications and Marketing. • The questionnaire has been adjusted from previous years; however, comparisons will

continue to be drawn where possible• Previous reports can be found on the Student Disability Service website

http://www.ed.ac.uk/student-disability-service/about/feedback-evaluation/evaluation

Methodology • Sent to 3,110 people (373 people more than 2014)• Received 538 responses (17% response rate)

Response Rates

2012 2013 2014 20150

500

1000

1500

2000

2500

3000

3500

0%

5%

10%

15%

20%

25%

535 418593 538

22%

17%

22%

17%

No. recipients No. responses Response rate (%)

Objectives • To monitor the satisfaction with the various services offered by the SDS• To gauge the extent to which the SDS contributes positively to the educational experience• To track trends over time• To capture what SDS are doing right and identify what could be improved.

Demographic Overview• The demographics of respondents remain relatively consistent across the years therefore

allowing us to compare with some confidence.• The demographics are also reflective of the wider SDS user profile so can be used to

extrapolate to this audience.• SDS respondents remain under represented (in terms of what we would expect) in three

areas: non-UK, under 20yrs and males. • See Appendix 1 for a full breakdown of the demographics


http://www.ed.ac.uk/student-disability-service/about/feedback-evaluation/evaluation

Research FindingsAwareness of Service How did you first find out about the Student Disability Service?

I was

sent in

form

ation by t

he Univer

sity

From

my P

ersonal

Tutor

From

anoth

er stu

dent

I was

contac

ted by the S

tudent D

isabilit

y Service

From

anoth

er mem

ber of s

taff0%

20%40%60%80%

100%

21% 17% 17% 11% 7%23% 23%

12% 12% 7%22% 22%

14% 9% 6%21% 25%

13% 11% 6%

All who have ever used SDS

2012 2013 2014 2015

Awareness of Services

Fire evacuation proceduresAsperger Syndrome student mentor service

Specific Learning Difficulties TutoringNotetaker (manual or electronic)/Library assistant

ProofreaderMental health mentors service

Study skills tutoringIT equipment advice/training

Support to apply for DSAAssessment of specific learning difficulties/dyslexia

Examination arrangements

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%123456789

1011

123456789

1011

123456789

1011

123456789

1011

123456789

1011

123456789

1011

7%

10%

31%

35%

37%

39%

40%

49%

59%

70%

89%Prompted awareness

201520142013


Use of ServiceWhen was the last time you had contact with the Student Disability Service?

In the last 12 months

A year or more ago I have never used it Don't know0%

10%20%30%40%50%60%70%80%90%

100%

80%

14%6%

0%

80%

14%5% 1%

83%

11%5% 1%

79%

15%7%

0%

All

2012 2013 2014 2015

When do you use the Student Disability Service?

In subse

quent years

In the first

year

Ongoing

At exa

m tim

e

Prior t

o starti

ng a new

course

Have nev

er use

d the S

tudent D

isabilit

y Serv

ice0%20%40%60%80%

100%

56%46% 39% 34%

15%1%

59%41% 41% 36%

19%1%

58%42% 42% 38%

17%2%

60%43% 41% 40%

18%0%

All non-1st years who have used SDS

2012 2013 2014 2015


Services used in the last 12 months

Fire evacuation procedures

Notetaker (manual or electronic)/Library assistant

Specific Learning Difficulties Tutoring

Mental health mentors service

Support to apply for DSA


0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

7%

8%

15%

18%

17%

22%

25%

29%

45%

44%

70%All who used in last 12 months

2015201420132012

Awareness of services by usage

Fire evacuation proceduresAsperger Syndrome student mentor service

Specific Learning Difficulties TutoringNotetaker (manual or electronic)/Library assistant

ProofreaderMental health mentors service

Study skills tutoringIT equipment advice/training

Support to apply for DSAAssessment of specific learning difficulties/dyslexia


0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%123456789

1011

123456789

1011

123456789

1011

123456789

1011

123456789

1011

6%

7%

16%

13%

16%

22%

19%

26%

42%

42%

69%

7%

10%

31%

35%

37%

39%

40%

49%

59%

70%

87%Prompted awareness

Awareness of serviceUsed in last 12 months


Apparent decrease but same no. in real terms (due to base size)

Evaluation of service (all those who used in the last 12 months)Level of satisfaction with specific staff types

Student Support Assistant (e.g. notetaker, AT Tutor)

Management Team

Advisory Team

Frontline Reception Team

Very Satisfied 18% 24% 50% 62%Satisfied 8% 14% 24% 26%Neutral 5% 9% 9% 5%Dissatisfied 1% 2% 5% 1%Very Dissatisfied. 2% 3% 3% 2%Had no contact 65% 49% 10% 4%


Rating of services by those who used them

Asperger Syndrome student mentor service

Notetaker (manual or electronic)/Library assistant

Specific Learning Difficulties Tutoring

IT equipment advice/training

Support to apply for Disabled Students Allowance (DSA)


0% 20% 40% 60% 80% 100%

12%

13%

22%

25%

31%

38%

37%

49%

51%

54%

60%

12%

13%

20%

31%

24%

20%

32%

20%

26%

30%

30%

70%

67%

40%

26%

30%

24%

21%

20%

11%

10%

5%

6%7%

13%

9%

8%

14%

4%

4%

6%

5%2%

5%

9%

7%

4%

7%

8%

7%

1%2%

All who used each service in last 12 months

Very satisfied Quite satisfied neither norQuite dissatisfied Very dissatisfied

Average rating of services by those who used them in 2014/15

Asperger S

yndrome stu

dent men

tor servi

ce

Fire ev

acuation proced

ures

Notetake

r (man

ual or e

lectronic)/

Librar

y assi

stant

Study s

kills tu

toring

Specifi

c Lear

ning Diffi

culties Tu

toring

Proofread

er

IT equipmen

t advic

e/training

Mental

health m

entors s

ervice

Support t

o apply f

or Disa

bled St

udents A

llowance

(DSA)

Assessm

ent o

f speci

fic learn

ing diffi

culties/dysl

exia

Examinati

on arrangem

ents

0.000.400.801.201.602.00

0.07 0.090.33 0.18 0.32

0.510.79 0.82 0.87

1.41 1.37

0.40 0.370.62 0.66 0.63 0.72

1.11

0.88

1.08

1.38 1.52

0.24 0.27 0.320.54

0.620.63

0.90 1.02 1.09 1.271.45

All who used each service in last 12 months

2013 2014 2015


Learning ProfileDid you have a Learning Profile set up in the last 12 months?

Yes No Don’t know0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

73%

20%

8%

75%

22%

3%

68%

24%

8%

73%

20%

8%

All who used in last 12 months

2012201320142015

Did you receive the adjustments recommended in your Learning Profile

I rece

ived all a

...

I rece

ived al

l a...

I rece

ived so

me ...

I rece

ived some ...

I did not r

ec...

I don't.

..0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

61%

10% 12% 11%

4% 2%

49%

9%

17% 16%

3%6%

42%

14% 15% 17%

5% 6%

50%

11%14% 12%

4%8%

47%

13%18%

12%

4% 6%

All who had a learning profile set up in last 12 months

20112012201320142015

Adjustments received in Learning Profile by subject area – all with more than four responses shows average score

Biological &

Biomedical Sc

i...Histo

ry

Business

Studies

Veterinary

Medicine

Engineering

Medicine

Psychology

English and Sc

ottish Litera...

Social W

ork

Philosophy

Earth Sc

iences

EducationLaw

Chemistry

Divinity

and Religious S

tu...

Geography

Social A

nthropology

Sociology Art

1.00

2.00

3.00

4.00

5.00

2015 2014 2013

APPLAUD SET UP MEETINGS INVESTIGATE

All adj all class

No adj no class

All adj some class

Some adj all class

Some adj some class

Accessible and Inclusive Learning Policy (AILP)Awareness of the AILP

Yes No0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

54%

46%

55%

45% 20142015

Impact of AILP on learning experience

2015 - unaware

2014 - unaware

2015 -aware

2014 -aware

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

14%

10%

28%

27%

30%

27%

31%

32%

53%

62%

38%

38%

2%

0%

2%

3%

2%

1%

2%

1%

Much more positive Slightly more positive Neither norSlightly more negative Much more negative

More details on impact of AILP242 responses in 2015 (120 more than last year). There are two major themes:

1. The policy is helpful when followed2. The policy is not always followed

Of those who said it had made their experience much more positive 14% said it was good for all students 14% said it made them feel less conspicuous.

Satisfaction with ServiceBest elements of the SDS

• In 2015, 375 people answered this leaving 906 comments– Staff 81% (305 mentions)– Support 42% (159 mentions)– Accessibility 17 % (64 mentions)– Customer service/efficiency 33% (124 mentions)– Location/accessibility 18% (64 mentions)– Exam support 16% (59 mentions)

• In 2014: 373 answered this, leaving 882 comments

• In 2013: 276 people answered this, leaving 652 comments– Staff 33% (215 mentions)– Support 23% (152 mentions)– Accessibility 14% (94 mentions)– It works 14% (89 mentions)

• In 2012: 318 people answered this questions, leaving 752 comments– The staff 35% (264 mentions)– The available support 14% (106 mentions)– The accessibility 10% (77 comments)– That it works 10% (73 comments)

Elements of the SDS needing improvement

In 2015, 280 answered this, leaving 408 comments– Promotion of services (increasing awareness of it and what if offers, including outreach) 12%– Communication 11%– More support from Schools in implementing adjustments/recommendations/AILP 11%– Customer service ( more important for dissatisfied respondents) 9% – Service provision 7%– Appointment availability/waiting times 6%– Increased follow up 4%

• In 2014: 267 answered this, leaving 457 comments

• In 2013 210 people answered this question, leaving 357 comments:– Communications 24% (84 comments)– Improvements to the service 19% (67 comments)– Promotion of services 12% (43 comments)– Staff 11% (39 comments)

• In 2012 250 people answered this question, leaving 440 comments:– Communications 15% (64 comments)– Staff 13% (56 comments)– Improvements to the service 12% (54 comments)– More follow up is needed 8% (37 comments)


If you had cause to complain were your complaints handled constructively?

Yes No No complaints made0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

8% 5%

87%

6% 7%

87%

6% 5%

89%

8% 6%

86%

All who have ever used SDS

2012201320142015

Overall Satisfaction

2013

2014

2015

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

41%

46%

45%

41%

36%

37%

12%

11%

9%

3%

5%

7%

3%

2%

3%

All who have used the SDS

Very sat Sat Neutral Dissat Very dissat


The work of the SDS has contributed positively to my educational experience at the University of Edinburgh

2012

2013

2014

2015

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

43%

40%

41%

46%

36%

40%

41%

35%

16%

12%

12%

11%

3%

5%

3%

5%

2%

3%

2%

3%

All who have used the SDS

Agree strongly Agree NeutralDisagree Disagree Strongly

Summary of positive feedback

“the Disability Service is a sign that some aspects of the institution do care for its students.”

“The work of the Student Disability Service has honestly been the best aspect of my university experience. Without their help I most likely would have dropped out a long time ago due to stress and difficulty.”

“I don't know how I would rise above the terrible depression and fears about the future without this kind of program and help.”

“I felt like I had a fair chance at demonstrating my potential….I feel very strongly about how the SDS has contributed positively to my educational experience! Thank-you so much.”

“Would not be where I am today without them”


Summary and RecommendationsSummary - resultsOverall • Consistent overall satisfaction overall - 81% thought the SDS contributed positively to their

life at UoE (no significant change from last year)• Of those who said SDS had contributed positively to their educational experience (Q14):

• 28% said this was due to the general support and 28% the exam support• 12% said it allowed them to stay on or complete their course• 6% said it helped improve their results

Services• Improved rating for Mental Health Mentor service• Increased dissatisfaction with: Notetaker, IT advice/training and Assessment• Decrease in the number of subject areas where adjustments are being made in classes -

only 47% had received all adjustments in all courses • Schools may benefit from follow up on communication between SDS, the School and the

student• Generally good satisfaction with staff

Accessible and Inclusive Learning Policy (AILP)• 55% had heard of it before• 59% of those who had heard about it thought it had a positive impact on their learning

experience (but only 44% of those who hadn’t)

Suggestions for improvement• Promotion 12%• Communication 11%• More support from Schools 11%• Customer service 9%

Recommendations• Think about setting some performance indicators:

– Number of people receiving all adjustments in all classes– Overall satisfaction

• Re-connect with Schools to reinforce your service, help them communicate the services on offer and boost the number of subjects where adjustments are being made in classes

• Send an email to all 1st years telling them what you offer and to get in touch if they would like more information (if you don’t already)

• Promote the AILP more widely – can EUSA help?• Look at the open-ended responses and implement potentially quick solutions to problems

arising


Appendix I: DemographicsAge

2012

2013

2014

2015

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

13%

16%

15%

16%

57%

55%

52%

53%

12%

10%

12%

12%

11%

11%

11%

10%

4%

4%

7%

6%

2%

3%

3%

2%

1%

1%

1%

0%

All respondents

< 2020-2526-3031-4041-5051-6061+

Gender UoE Total SDS Survey

<20 57% 13% 16%

20-25 20% 59% 53%

26+ 23% 30% 31%Gender split

2012

2013

2014

2015

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

39%

34%

36%

32%

61%

66%

64%

68%

Male Female

UoE SDS Survey

M 41% 43% 32%

F 59% 57% 68%


Nationality

2012

2013

2014

2015

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

49%

52%

50%

53%

19%

15%

17%

15%

6%

8%

5%

4%

6%

5%

6%

6%

2%

4%

2%

16%

14%

22%

14%

2%

6%

All respondents

United KingdomScotlandEnglandUnited StatesIrelandGermanyOther (<=1%)

Region UoE Total SDS Survey

UK 59% 79% 72%

Other 41% 21% 28%

Subject area

MedicineArt

EngineeringPhysics and Astronomy

Business StudiesGeography

LawPolitics and International Relations

Divinity and Religious StudiesPsychology

Veterinary MedicineBiological & Biomedical Sciences

HistoryEducation

English and Scottish Literature

0%10%

20%30%

40%50%

60%70%

80%90%

100%

3%3%3%3%3%3%3%3%3%4%6%6%6%6%7%

All who have used SDS >2%

2015201420132012

There are 43 other subject areas with =<2% and 7 with no representation


Degree level

2012

2013

2014

2015

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

73%

72%

76%

71%

11%

14%

10%

11%

9%

8%

9%

13%

2%

2%

2%

2%

All respondents UndergraduatePostgraduate Masters (MSc)PhDPostgraduate DiplomaOther PostgraduatePostgraduate Masters by Research (PGR)Postgraduate Certificate

Year of Study

2012

2013

2014

2015

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

30%

32%

31%

29%

23%

22%

20%

23%

22%

19%

23%

22%

21%

18%

19%

21%

3%

7%

6%

4%

1%

2%

1%

1%

All respondents

1st2nd3rd4th5th6th+


* Combined PGT and PGR numbers

Computer Usage

I only use a PC; 47%

I mainly use a PC and sometimes use a Mac; 9%

I mainly use a Mac and sometimes use a

PC; 19%

I only use a Mac; 20%

Other; 5%

Some mixed usage, PCs predominate, 1 in 5 use only Macs


Appendix 2: The Questionnaire







Documents

Student Evaluation 2014-15 (Word) - ed.ac.uk Web viewThe Student Disability Service (SDS) has undertaken an annual survey of users for 9 years