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WHAC’s Survey 2010

Introduction

We are keen to find out what people who use WHACs services think

about them, there are generally two sets of people who use WHAC. The

first group are people who directly use WHAC’s services; we already

gather information from clients or centre users via counselling

evaluations and using course feedback forms. We also wanted to ask

them about what they feel is different or unique about WHAC.

The second group are those who refer people to WHAC, those who

recommend that their clients and community members get in touch with

us. We thought it useful to ask the people who support and refer people

to WHAC about what it is they value about WHAC.

During late December 2010 therefore, we sent electronic surveys to

centre users/ clients and referrers who have access to email. We also

sent the surveys by post to those without email with stamped addressed

envelopes enclosed. We made sure that we only contacted clients who

had previously given their permission and assured all respondents that

their personal information would remain anonymous. The surveys can

be found in appendix 1 – Centre User’s Survey and appendix 2-

Referrer’s Survey. This report outlines the results of both surveys below.

Centre Users Survey Results

70 people responded to the Centre Users Survey

Q1 Website Leaflet Referral from

another agency

Word of

mouth

Community event

Doctor

How did you hear about WHAC?

6 8 35 11 2 8

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Q1.The majority of survey respondents found about WHAC from other

agencies and by word of mouth, GPs and WHAC leaflets also seem to

be a useful source of information.

Q2 Counselling Training courses

Legal advice

Debt advice

Health trainer

Volunteering None

Which WHAC services have you used?

34 30 3 1 8 17 5

Q2. The services used by the majority of respondents were counselling,

training and volunteering opportunities.

Q3 Emp part time

Emp full

time

Claiming out of work

benefits

In Ed or Training

Over 65

Under 18

Retired under

65

Perm sick

Dis- abled

Please tick any of the following that apply

14 20 12 5 9 1 1 1 2

Q3. The greatest number of respondents are in full and part time

employment, the next largest groups were those claiming out of work

benefits and people aged over 65

Q4 Didn’t know of

anywhere else

Was referred by

another organisation

The service

is discreet

WHAC is welcoming

WHAC is non

judgemental

I enjoy being at WHAC

Why did you choose WHAC’s services?

3 14 36 44 39 34

Q4. Respondents say they have chosen to use WHAC’s services

because they are welcoming, discreet and non judgemental and

because they enjoy being at WHAC

3

Q5 Poor Reasonable Good Very good

Outstanding

What do you think of WHAC’s services?

3 2 7 28 27

Q5. The majority of respondents reported that WHAC’s services are

either outstanding or very good

Q6 Yes No Not marked

Has your life improved since accessing WHAC’s services?

48 7 15

Q6. Once again, the majority of those that responded to this question felt

that their lives had improved as a result of their contact with WHAC.

Quite a large number did not answer this question- this could reflect the

long term nature of WHAC’s work with centre users.

Q7 Built my confid-ence

Increased my self esteem

Imp my home life

Imp my life skills

Helped sort out

practical issues

I feel safer

Imp my

health

Able to stay in work

Able to look for

work

What difference

has WHAC

made to your life?

47 40 16 21 16 11 16 6 3

Q7. The greatest impact that WHAC has had on centre users has been

to help increase confidence and self esteem, closely followed by

improvements in life skills and health. The low number of people

reporting improvement in work could be explained by the low take up of

employability training.

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Survey Questions 8-10 asked for centre users comments, the

following are a sample of their answers

Q8. What would you say to a friend about WHAC’s services?

A high quality service that treat you as an individual

Try them, it might help you, they understand women totally without

being judgemental

Most staff are volunteers, that’s what makes WHAC so special

Good place to get support when your life is falling apart

Absolutely brilliant, but to get the maximum benefit you need to be

honest with them and more importantly with yourself. You need to

keep going for the full course as the first session is the rock in the

middle of a storm to cling to, and stop getting washed away, then

as you gradually get your strength back it becomes the launch pad

to start again when things calm down.

Valuable services some of which would be more than welcome in

rural areas I have lived in

Q9. What makes WHAC special/unique?

It’s emphasis on helping women with whatever situation they need

The premises and people are warm, welcoming and supportive

That they will work with any issues no matter how obscure, without

judgement

WHAC is a safe place to turn to when life gets on top of you and

you’re lost and in desperate need of help and support. WHAC is

very special

You don’t even need to knock on the door! It reminds me of the

colliery rows where people didn’t even lock their doors. I thought

WHAC is like a special place, an oasis of peace and nourishment

inside from a very busy outside

WHAC is non judgemental, quietly welcoming and do not make

you feel a failure or insecure. They LISTEN in reality and do not

just go through the motions of listening. They show great empathy

and understanding. They are balm to a troubled soul

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It’s really good to have somewhere just for women. Understanding

of problems is so much better

Q10. Are there any other services you would like WHAC to offer?

Something to help the young men under 20’s, husbands of wives

needing help

Maybe more classes or short courses on hobbies, arts and crafts,

IT genealogy, maths and English, yoga for complete beginners,

aromatherapy, basic first aid, self defence for women, evening

relaxation classes

Some services for young people and separate services for men

On inter relationship skills which are harder to acquire

Email support for people who cannot attend in person at WHAC

Yes, full time care by Linda

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Referrer’s Survey Results

22 people responded to the Referrer’s survey

Q1 Website Leaflet Contact by other agency

Word of mouth

Community event

Other

How did you hear about WHAC?

6 8 3 12 4 1

Q1.Referrers hear about WHAC mostly by word of mouth and using WHAC’s website

Q2 Counselling Training courses

Legal advice

Debt advice

Health trainer

Volunteering

To which WHAC services do you refer people?

18 12 5 10 5 1

Q2. People have referred others mostly for counselling, training courses and debt advice

Q3 Public sector

Voluntary agency

Self employed

Private sector

Independent agency

In what type of organisation are you employed?

17 2 2 0 0

Q3. Most referrers are employed in the public sector

Q4 Didn’t know of

anywhere else

Was recommended

by another organisation

The service

is discreet

WHAC is welcoming

WHAC is non-

judgemental

I think WHAC is beneficial for clients

Why have you referred people to WHAC’s services?

3 3 10 13 13 18

Q4. Referrers recommend WHAC because they believe it is beneficial for clients, non

judgemental and the service is discreet

7

Q5 Poor Reasonable Good Very good

Outstanding

How would you rate WHAC’s services?

0 1 5 13 2

Q5. The majority of referrers who replied to the survey rated WHAC’s services as very good;

no one said they were poor

Q6 Yes No Not marked

Have your client’s lives improved since accessing WHAC’s services?

16 0 6

Q6. All the referrers who replied to this question said that clients lives had improved as a

result of accessing WHAC’s services, 6 did not reply; one explanation could be that work is

long term and ongoing with many clients

Q7 Built their confidence

Increased their self esteem

Improved their

home life

Improved their life

skills

Helped them

look for work

What difference has WHAC made to your client’s lives?

16 15 8 9 5

Helped sort out practical

issues

Made them feel

safer

Improved their

health

Helped them stay

in work

11 7 9 3

Q7. Referrers mostly report that WHAC builds people’s confidence, increases their

self esteem, and helps them sort out practical issues. However a reasonable number

also say that WHAC helps people improve their health, home life and life skills.

Questions 8-10 required referrers to comment. Here follows a sample of their

responses.

Q8. What would you say to a colleague about WHAC’s services?

We need a version for men. Good, supportive and local.

I would definitely contact WHAC again if the clients I work with would benefit from

their services, which was very good.

8

In 24 years I have never heard a negative comment from a client about the treatment

they have received.

That WHAC is a local charity who can offer good support and advice to clients on our

caseload who lack confidence/self esteem, due to mental health issues.

Excellent local service–use it or lose it!

A valued and useful service in an area of high need

Always recommend WHAC as a point of contact, source of help and support and

high quality counselling

Q9. What makes WHAC special/unique?

A place of safety for women

Local – volunteer run.

Client led service, discreet, clients give positive feedback.

Local, welcoming, friendly and approachable.

That WHAC is locally based and a safe environment for women.

Free, easy to access and an easy referral route.

The only one providing the service

Variety of relevant courses

Q10. Are there any services you would like WHAC to offer?

Disabled access to the building

Domestic abuse group

A crèche for women with children

Men’s counselling and training courses

Our service is happy with the services you currently offer

Conclusions

Thank you to everyone that contributed to the WHAC survey. The results provide

invaluable evidence of how positively both centre users and referrers regard

WHAC’s service. The feedback confirms that WHAC is successfully meeting local

need and providing a unique, safe place for health improvement and wellbeing. The

survey data is very useful to help WHAC confirm its strategic objectives, develop

future project plans and seek funding.

Dianne Keetch.

Education and Training Officer

March 2011

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Appendix 1

WHAC Centre Users’ Survey

Please complete all the questions below

1. How did you hear about WHAC? (please tick as many as you wish)

Website Word of mouth

Leaflet Community event

Referral from another agency

Other (write in box)

2. Which WHAC services have you used? (please tick as many as you

wish)

Counselling Health trainer

Training courses Volunteering

Legal Advice None

Debt advice

Other (write in box)

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3. Please tick any of the following that apply to you.

Employed part time In education or training

Employed full time Over 65

Claiming out of work benefits Under 18

Other (write in box)

4. Why did you choose WHACs services? (please tick as many as you

wish)

Didn’t know of anywhere else

Was referred by another organisation

The service is discreet

WHAC is welcoming

WHAC is non judgemental

I enjoy being at WHAC

Other (write in box)

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5. What do you think of WHAC’s services (please tick one)

Poor

Reasonable

Good

Very good

Outstanding

6. Has your life improved since accessing WHAC’s services?

YES/NO

7. What difference has WHAC made to your life? Tick all the ones that

apply to you.

Built my confidence I feel safer Increased my self esteem Improved my health Improved my home-life I‘m able to stay in work Improved my life skills I’m able to look for work

Helped sort out practical issues Other (write in box)

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8. What would you say to a friend about WHAC’s services?

(please write in box below)

9. What makes WHAC special/unique? (please write in the box below)

10. Are there any other services you would like WHAC to offer? (please

write in the box below)

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Appendix 2

WHAC Referrer’s Survey

Please complete all the questions below

1. How did you hear about WHAC? (please tick as many as you wish)

Website Word of mouth

Leaflet Community event

Contact with another agency

Other (please write in box)

2. To which WHAC services do you refer people? (please tick as many

as you wish)

Counselling Health trainer

Training courses Volunteering

Legal Advice None

Debt advice

Other (please write in box)

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3. In what type of organisation are you employed?

Public Sector Private Sector

Voluntary Agency Independent Agency

Self Employed

Other (please write in box)

4. Why have you referred people to WHAC’s services? (please tick as

many as you wish)

Didn’t know of anywhere else

Was recommended by another organisation

The service is discreet

WHAC is welcoming

WHAC is non-judgemental

I think WHAC is beneficial for clients

Other (please write in box)

15

5. How would you rate WHAC’s services (please tick one)

Poor

Reasonable

Good

Very good

Outstanding

6. Have your client’s lives improved since accessing WHAC’s services?

YES/NO

7. What difference has WHAC made to your client’s lives? (please tick

all the ones that apply)

Built their confidence Made them feel safer Increased their self esteem Improved their health Improved their home-life Helped them stay in work Improved their life skills Helped them look for work Helped sort out practical issues Other (write in box)

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8. What would you say to a colleague about WHAC’s services?

(please write in box)

9. What makes WHAC special/unique? (please write in the box)

10. Are there any other services you would like WHAC to offer? (please

write in box)