What our patients say – results of the annual service user survey 2013. Siân Percival-Edwards BSc (hons); MSc (dist.): FHEA Spring Conference 2013

What our patients say – results of the annual service user survey 2013.

Siân Percival-Edwards BSc (hons); MSc (dist.): FHEA

Spring Conference 2013

User survey 2013

• 6 categories: • Classes• How we communicate • Volunteering• Events • Interim testing • Healthy lifestyles programme

• 40% response rate.• Responses from all sites.


http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=NKxWLnvDWd1BnM&tbnid=0NwgmX9JJO6q4M:&ved=0CAUQjRw&url=http://www.snapsurveys.com/blog/customer-feedback-survey-business/&ei=tv90Uf6IBeaQ0QW84oHYDA&bvm=bv.45512109,d.d2k&psig=AFQjCNG__olKoUk2nSBYb08TnX-y65ldWQ&ust=1366708446432221

Heartbeat exercise classes

Time of class

60% prefer early to mid morning classes.

Venue

95% venue meets expectations.

Variety of exercises

98% happy with the exercises during class.



Communication to our membersCommunication is the best way to create strong relationships. On the whole, information we are sending out is:

• Easily understood.• Frequent.• Improved over the last 12 months.

• Website• Only 66 members had visited the site.

• Electronic communication


http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=lCKJ4M41vLNuRM&tbnid=7SBI73ZpsF5i-M:&ved=0CAUQjRw&url=http://mysuccessfullife.co.uk/tag/communication/&ei=5h51UdvOGqK-0QWV-YGYCA&bvm=bv.45512109,d.d2k&psig=AFQjCNFZTdKjRi4zajoL46lP3LGcusfCUg&ust=1366716510513828


Volunteering


Fundraising events• Members were asked about the type of events they would

attend and support.


Interim step test

• Method of monitoring progression.

• Overall the step test was a positive experience for all involved with some great results.


“Very encouraging - gives reassurance that all should be well”

“Thanks for introducing this. Hope I don’t miss the follow up”.


http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=xdwKRPI31TbpmM&tbnid=77eUktqWRE3k_M:&ved=0CAUQjRw&url=http://www.ramstein.af.mil/photos/mediagallery.asp?galleryID=1779&?id=-1&page=76&count=48&ei=VUV4UefvBaOl0QX5voHYAg&bvm=bv.45645796,d.ZWU&psig=AFQjCNHiA23qhx0kNg74DZq_ohnsIpg6sQ&ust=1366922939453598

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=lCKJ4M41vLNuRM&tbnid=7SBI73ZpsF5i-M:&ved=0CAUQjRw&url=http://mysuccessfullife.co.uk/tag/communication/&ei=5h51UdvOGqK-0QWV-YGYCA&bvm=bv.45512109,d.d2k&psig=AFQjCNFZTdKjRi4zajoL46lP3LGcusfCUg&ust=1366716510513828

Healthy lifestyles programme

• November 2012. • Comprehensive rehabilitation to include exercise training and behavioural change through education and support to prevent further events.



Using the feedback …

• Its not just about developing new services its about ensuring our current provision is meeting our members expectations.

• Regular site audits:• Equipment• Staff • Venue



Outlook for 2013

Additional classes

Listening services

Prevention services

Heart smart

Healthy lifestyle workshops at all sites

Meet the 7 core components of the BACPR


Feedback from our members …

“I find all the staff greatly very helpful. Have no complaints- the service is excellent”

“I enjoy coming to the session and have met good friends. Very impressed with the organisation, the help and the advice given”

“Heartbeat exercises have done me the world of good and I often feel fitter now than 20 years ago”

“Having an organised exercise twice a week motivates me to exercise regularly to a reasonable level. I feel 'better' after exercise and know I would not do as much if not available. Social side is a bonus”

“I feel fitter now than I did 10 years ago”


Documents

What our patients say – results of the annual service user survey 2013. Siân Percival-Edwards BSc (hons); MSc (dist.): FHEA Spring Conference 2013