On an annual basis questionnaires are sent out to service users in order to ascertain their views and opinions about Touchstone and the service they have received. The feedback and views of service users play a key role in identifying best practice, areas for improvement and informing our approach to delivering quality outcomes and continuous improvement. This year our service users highlighted the following:
- Overall opinion of Touchstone – 94% of service user respondents have indicated that Touchstone is an excellent to good organisation.
- Quality of support – 91% of respondents indicated they received an excellent to good service in relation to their support needs.
- Speaking clearly to service users – 93% of respondents indicated the quality of how we speak to them is excellent to good.
- Listening and acting on what service users say – 91% of respondents indicated that we are excellent to good when it comes to listening and responding to them.
- 91% noticed a big improvement in mental health
- Ease of getting hold of staff – 87% of respondents indicated that we are excellent to good in terms of getting hold of staff easily.
- Involvement in Touchstone– 83% of respondents indicated we are excellent to good in relation to getting service users involved in Touchstone.
- Solving problems– 83% of respondents indicated that we solve problems in an excellent to good manner.
- Successfully getting things right at the first time – 81% of respondents indicated that we are excellent to good when it comes to successfully getting things right the first time.
- Communication about things happening in Touchtone – 86% of respondents indicated the quality of our communication about things happening in Touchstone is excellent to good.
- Promoting Diversity – 85% of respondents indicated that we are excellent to good when it comes to promoting diversity.
- Effectiveness of reception workers dealing with queries– 82% of respondents indicated that our reception workers are excellent to good in relation to dealing with enquiries
