“Live Well Leeds saved my life. My worker is very understanding and is always there when I need her.” – Live Well Leeds Service User

“I’ve used the café a lot during the pandemic. Struggling with physical disabilities, domestic abuse as well as isolation. I’ve had support with a lot of the workers throughout all nights. I can honestly say that you are life savers. I will be forever indebted to you. Thank you for being amazing.” – Well Bean Cafe Leeds Service User

“Touchstone literally keeps my suicidal thoughts at bay and is saving my life. I am so happy when there are friendly people and I’m not being judged. I can’t fault it. I have never met people like that in my life. My heart sinks when it is time to go home. Regular phone calls during lockdown have helped keep me sane as it helps me battle with my own mental health.” – Mentally Healthy Leeds Service User

“Touchstone gave me an opportunity when no one else would. They housed me in temporary housing and provided me with a key worker. When I met her, I was suicidal and ready to end my life, but she saved me. She got me in touch with my doctors and got me on my medication I’m on now. She referred me to every mental health charity and organisation to help me. I’ve never been in a better place in my life and that’s down to Touchstone and my key worker.” – Beacon Service User

Previous year’s response in brackets and italics

NB: 44% (34% in 2020) response rate – 343 returned questionnaires out of 783)

• Overall 96% of service user respondents who responded to this question indicated that Touchstone is an excellent to good organisation.

• Quality of service or support during the Covid-19 pandemic & lockdowns – 93% (not in previous years survey) of respondents who responded to this question indicated they received an excellent to good service during the Covid-19 pandemic and lockdowns.

• Overall Quality of support/service – 97% of respondents who responded to this question indicated they received an excellent to good service in relation to their support and service delivery.

• *Treated as an individual person and meeting their needs – 94% respondents who responded to this question indicated that we are excellent to good in relation to treating them as an individual human being and tailoring support to meet their needs.

• *Ease of getting hold of a named/responsible member of staff – 96% of respondents who responded to this question indicated that we are excellent to good in terms of easily getting hold of a named member of staff responsible for their support.

• Involvement in Touchstone – 93% of respondents who responded to this question indicated we are excellent to good in relation to getting service users involved in Touchstone.

• Successfully getting things right at the first time – 93% of respondents who responded to this question indicated that we are excellent to good when it comes to getting things right first time.

• *Responding to family/carer/friends queries & input – 94% of respondents where this question was relevant to them indicated that we are excellent to good when dealing with family members, carers and friends of service users.

• *Communication – 94% of respondents who responded to this question indicated the quality of our communication about the service they receive and about things happening in Touchstone is excellent to good.

• *Making the service accessible and promoting Diversity – 95% of respondents who responded to this question indicated that we are excellent to good when it comes to promoting diversity and making the service accessible.

• Effectiveness of reception workers dealing with queries – 89% of respondents where this question was relevant to them indicated that our reception workers are excellent to good when dealing with queries.

• Volunteering – 10% (10% in 2020) of respondents indicated that they are current volunteers.

• *Mental & Physical Health – 73% of respondents indicated that they experience more than one mental or physical health condition

• Recommending Touchstone – 94% of respondents who gave an answer to this question indicated that they would recommend Touchstone to their friends and family.
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Diversity profile of survey respondents (based on service users stating their protected characteristic/identity)
NB Previous year’s figures in brackets and italics.

Gender:

Women (including trans women) 63% (62%)
Men (including trans men) 32% (37%)
Non-binary including ‘other 5% (1%)

Gender identity:

98.5% (99%) indicated gender identity is same to the one given at birth
1.5% (1%) indicated their current gender identity is different to the one given to them at birth.

Age:

Under 24 – 7% (5%)
25 to 64 -74% (74%)
65 and over – 19% (21%)

Sexual Orientation:

Heterosexual – 85% (91%)
Bisexual – 8% (4%)
Gay – 2% (1.5%)
Other – 3% (3%)
Lesbian 2% – (less than 0.5%)

Disability:

58% (57%) respondents indicated they have a disability:

56% (68%) indicated Mental Health condition
32% (21%) indicated Physical disability
9% (10%) indicated Learning disability
3% (1%) indicated Sensory disability

Ethnicity:

White British – 61% (52%)
Black Minority Ethnic – 39% (48%)

Religion/Faith:

No belief or religion – 35% (31%)
Christian – 34% (30%)
Muslim –6% (16%)
Sikh – 17% (16%)
Other – 8% (7%)