Student Evaluation 2014-15 - ed.ac.uk · Student Disability Service Student Evaluation 2014-15 Page 3 Background • The Student Disability Service (SDS) has undertaken an annual

Student Disability Service

Student Evaluation 2014/15

Student Disability Service Student Evaluation 2014-15 Page 2

Contents Background 3 Methodology 3 Objectives 3 Demographic Overview 3 Research Findings 4 Awareness and Usage of the Service 4 Use of Service 5 Evaluation of Service 7 Learning Profile 10 Accessible and Inclusive Learning Policy (AILP) 12 Satisfaction with the Service 13 Summary and Recommendations 16 Appendix 1: Demographics 17 Appendix 2: The Questionnaire 21


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

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

535418

593 538

22%

17%

22%

17%

0%

5%

10%

15%

20%

25%

0

500

1000

1500

2000

2500

3000

3500

2012 2013 2014 2015No. recipients No. responses Response rate (%)


Research Findings

Awareness of Service

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

Awareness of Services

21%17% 17%

11%7%

23% 23%

12% 12%7%

22% 22%

14%9%

6%

21%25%

13% 11%6%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

I was sent

information by the

University

From my Personal

Tutor

From another

student

I was contacted by

the Student

Disability Service

From another

member of staff

All who have ever used SDS

2012 2013 2014 2015

7%

10%

31%

35%

37%

39%

40%

49%

59%

70%

89%

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

Fire evacuation procedures

Asperger Syndrome student mentor service

Specific Learning Difficulties Tutoring

Notetaker (manual or electronic)/Library…

Proofreader

Mental health mentors service

Study skills tutoring

IT equipment advice/training

Support to apply for DSA

Assessment of specific learning…

Examination arrangements

Prompted awareness

2015

2014

2013


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

When do you use the Student Disability Service?

80%

14%

6%0%

80%

14%

5%1%

83%

11%5%

1%

79%

15%

7%0.4%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

In the last 12 months A year or more ago I have never used it Don't know

All

2012 2013 2014 2015

56%

46%

39%34%

15%

1%

59%

41% 41%36%

19%

1%

58%

42% 42%38%

17%

2%

60%

43% 41% 40%

18%

0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

In subsequent

years

In the first year Ongoing At exam time Prior to starting

a new course

Have never used

the Student

Disability Service

All non-1st years who have used SDS

2012 2013 2014 2015


Services used in the last 12 months

Awareness of services by usage

7%

8%

15%

18%

17%

22%

25%

29%

45%

44%

70%

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




Proofreader








All who used in last 12 months

2015

2014

2013

2012

6%

7%

16%

13%

16%

22%

19%

26%

42%

42%

69%

7%

10%

31%

35%

37%

39%

40%

49%

59%

70%

87%

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





Proofreader







Prompted awareness

Awareness of service

Used 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

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%

5%

9%

7%

4%

7%

8%

7%

1%

2%

6%

7%

13%

9%

8%

14%

4%

4%

6%

5%

2%

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



Notetaker (manual or electronic)/Library assistant



Proofreader



Support to apply for Disabled Students Allowance (DSA)

Assessment of specific learning difficulties/dyslexia


All who used each service in last 12 months

Very satisfied Quite satisfied neither nor Quite dissatisfied Very dissatisfied


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

0.07 0.09

0.33

0.18

0.32

0.51

0.79 0.820.87

1.41

1.37

0.40 0.37

0.620.66 0.63

0.72

1.11

0.88

1.08

1.38

1.52

0.24 0.270.32

0.54

0.62

0.63

0.90

1.021.09

1.27

1.45

0.00

0.20

0.40

0.60

0.80

1.00

1.20

1.40

1.60

1.80

2.00

All who used each service in last 12 months

2013 2014 2015

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

Did you receive the adjustments recommended in your Learning Profile

73%

20%

8%

75%

22%

3%

68%

24%

8%

73%

20%

8%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes No Don’t know

All who used in last 12 months

2012

2013

2014

2015

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%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

I received all

adjustments in

all courses

I received all

adjustments in

some courses

I received some

adjustments in

all courses

I received some

adjustments in

some courses

I did not receive

any adjustments

I don't know

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

2011

2012

2013

2014

2015

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

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

Impact of AILP on learning experience

More details on impact of AILP

242 responses in 2015 (120 more than last year). There are two major themes: 1. The policy is helpful when followed 2. 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.

54%

46%

55%

45%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes No

2014

2015

14%

10%

28%

27%

30%

27%

31%

32%

53%

62%

38%

38%

2%

0%

2%

3%

2%

1%

2%

1%

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

2015 - unaware

2014 - unaware

2015 -aware

2014 -aware

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


Satisfaction with Service Best 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?

Overall Satisfaction

8%5%

87%

6% 7%

87%

6% 5%

89%

8% 6%

86%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes No No complaints made

All who have ever used SDS

2012

2013

2014

2015

41%

46%

45%

41%

36%

37%

12%

11%

9%

3%

5%

7%

3%

2%

3%

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

2013

2014

2015

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

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”

43%

40%

41%

46%

36%

40%

41%

35%

16%

12%

12%

11%

3%

5%

3%

5%

2%

3%

2%

3%

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

2012

2013

2014

2015

All who have used the SDS

Agree strongly Agree Neutral Disagree Disagree Strongly


Summary and Recommendations

Summary - results Overall

• 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: Demographics Age

Gender UoE Total SDS Survey

<20 57% 13% 16%

20-25 20% 59% 53%

26+ 23% 30% 31%

Gender split

UoE SDS Survey

M 41% 43% 32%

F 59% 57% 68%

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%

2012

2013

2014

2015

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

All respondents

< 20

20-25

26-30

31-40

41-50

51-60

61+

39%

34%

36%

32%

61%

66%

64%

68%

2012

2013

2014

2015

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


Nationality

Region UoE Total SDS Survey

UK 59% 79% 72%

Other 41% 21% 28%

Subject area

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

49%

52%

50%

53%

19%

15%

17%

15%

6%

8%

5%

4%

6%

5%

6%

6%

2%

4%

2%

2%

6%

16%

14%

22%

14%

2012

2013

2014

2015

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

All respondents

United Kingdom

Scotland

England

United States

Ireland

Germany

Other (<=1%)

3%

3%

3%

3%

3%

3%

3%

3%

3%

4%

6%

6%

6%

6%

7%

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

Medicine

Art

Engineering

Physics and Astronomy

Business Studies

Geography

Law

Politics and International Relations

Divinity and Religious Studies

Psychology

Veterinary Medicine

Biological & Biomedical Sciences

History

Education

English and Scottish Literature

All who have used SDS >2%

2015

2014

2013

2012


Degree level

Year of Study

73%

72%

76%

71%

11%

14%

10%

11%

9%

8%

9%

13%

2%

2%

2%

2%

2012

2013

2014

2015

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

All respondentsUndergraduate

Postgraduate Masters (MSc)

PhD

Postgraduate Diploma

30%

32%

31%

29%

23%

22%

20%

23%

22%

19%

23%

22%

21%

18%

19%

21%

3%

7%

6%

4%

1%

2%

1%

1%

2012

2013

2014

2015

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

All respondents

1st

2nd

3rd

4th

5th

6th+

* 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 - ed.ac.uk · Student Disability Service Student Evaluation 2014-15 Page 3 Background • The Student Disability Service (SDS) has undertaken an annual