We receive feedback about our service on a daily basis; some informally directly to us as counsellors and administrators, some through the online evaluation form we routinely send out at the end of an experience of counselling and some through feedback processes within workshops and groups.
We take every piece of feedback seriously and where we can we ensure that the relevant feedback is given to any individual involved. This allows us to reflect on our work and find ways to improve what we do.
Each year we write an Annual Report about the service where statistics are analysed to give an overview of student satisfaction and of any key areas of service performance.
At the heart of our service is a belief in the importance of clinical excellence: the feedback we receive about our services suggests we achieve this many times, and we are always striving to improve what we offer.
Throughout this website you can see examples of the feedback we have recently received.
The following are examples of ways in which we have responded to feedback in the previous academic year:
You said this ….We did this…
You asked if we could run a workshop which would help people build their psychological strength generally rather than related to a specific area of difficulty.
In Spring 2015 we will be running the following workshop: ‘Find and Nurture your Resilience’ which is being offered on the main precinct and also at the Langford site.
You asked if we could offer more support for self-help work beyond having access to the self-help libraryWe have been successful in bidding for additional funding from November 2014-July 2015 to enable us to offer Self-help Drop-Ins every day of the week. This is somewhere where you can plan a bespoke self-help programme tailored to your particular needs. The self-help team also meet regularly to plan additional ways of improving our resources and our offer to students. We now have a specific email for self-help enquiries that anyone can use to keep in contact/seek additional support or give us updates on how the self-help programme is going: email@example.com
You asked if we could increase the provision available for workshops, ‘Get to Grips with Your Study Strategy’ group and ‘Relaxation Group’ as you sometimes found you couldn't get a space because of demand.
In September 2014 we set up a second Get to Grips with Your Study strategy group whilst keeping the numbers of each group limited to 8 people. This is intended to allow twice as many people to use the group without it losing its identity as a small group activity.
We are now offering up to 26 places on workshops, with up to three facilitators, which can be delivered in one or two groups depending on the rooms available.
We are now offering Relaxation as a larger group with 2 facilitators where we have rooms available to do this.
You asked if we could publicize clearly what our rationale was for offering 1:1 support to some people and not to others.
We created a Mental Health and Wellbeing Statement and Handbook of Practice which is now published on the website. We have also posted regular updates on the website in response to enquiries clarifying how we are prioritising students in need of support at the present time. As the demand for counselling has increased again this year (with a 33% increase on last year in registrations with us between August-December 2014) we are needing to ensure that we still give timely support, information and signposting to other services. It is also true that students often find group work intervention as useful and sometimes more useful than 1:1 work, so we are also seeking to educate people into the benefits for peer to peer contact when in psychological distress.