Client feedback
Dr Few believes in the importance of quality assurance and using client's feedback to improve her service. Thus after finishing with Shanel, clients are contacted via letter, email and/or text message and asked to complete a short anonymous survey on the service.
The survey responses received since October 2015, when Dr Few started working at headspace Shepparton, have been very favourable. All clients have indicated that they felt that they were treated in a supportive and respectful manner and a strong majority of clients (78%) indicated that their life had changed as a result of their sessions with Shanel. Specific comments made by clients in their anonymous feedback included, “I’ve learnt so much about myself and how that relates to my problems”, “I am getting more support at school and my family seem to be more understanding”, “I’ve learnt how to determine whether my thoughts are rational or irrational in an attempt to re-wire my brain and thought processes” and “I now feel less anxious and depressed”.
When asked if they were happy with the quality of the service provided, 94% of clients endorsed the two most favourable options of ‘very happy’ or ‘moderately happy’. There were no clients that indicated that they were ‘not happy’ with the service. An additional comment left following this question was “Shanel was very respectful and made sure all our sessions were focused. She also didn’t judge or be condescending”.
Feedback was also very favourable in regard to session effectiveness in achieving client goals (see Figure 1). Eighty-nine percent of clients endorsed the most favourable options indicating that they felt that the sessions were ‘very effective’ or ‘moderately effective’. The remaining 11% rated their sessions as ‘a little effective’, with no clients feeling that the sessions were ‘not effective at all’.
All clients felt that the setting of the service was appropriate and 95% of clients stated that they would recommend Shanel to a friend. Specific comments made about why clients would recommend Dr Few included, ‘she understands you in a way that makes you feel comfortable”, “because I feel like Shanel cares about what you have to say”, “she is very kind and empathetic” and “I actually already have, I think Shanel is great”.
In regard to the question, ‘Overall, how would you rate the service provided by Shanel?’, the feedback was again very positive with 54% of clients providing the highest possible rating of ‘Excellent’ and 41% endorsing the second highest rating of ‘Very good’. There were no clients who endorsed that the service was the lowest rating of ‘Poor’ and only two clients rated the other option of ‘Fair’. Finally, in regard to the question, ‘Do you have any other feedback that you would like to provide?’, clients made comments such as “The sessions with Shanel have taught me how to acknowledge negative thoughts and emotions and to challenge them, which I am grateful for,” “I felt comfortable talking with Shanel even when I didn’t really feel like talking,” and “Thank you for your help and for keeping me safe”.
The survey responses received since October 2015, when Dr Few started working at headspace Shepparton, have been very favourable. All clients have indicated that they felt that they were treated in a supportive and respectful manner and a strong majority of clients (78%) indicated that their life had changed as a result of their sessions with Shanel. Specific comments made by clients in their anonymous feedback included, “I’ve learnt so much about myself and how that relates to my problems”, “I am getting more support at school and my family seem to be more understanding”, “I’ve learnt how to determine whether my thoughts are rational or irrational in an attempt to re-wire my brain and thought processes” and “I now feel less anxious and depressed”.
When asked if they were happy with the quality of the service provided, 94% of clients endorsed the two most favourable options of ‘very happy’ or ‘moderately happy’. There were no clients that indicated that they were ‘not happy’ with the service. An additional comment left following this question was “Shanel was very respectful and made sure all our sessions were focused. She also didn’t judge or be condescending”.
Feedback was also very favourable in regard to session effectiveness in achieving client goals (see Figure 1). Eighty-nine percent of clients endorsed the most favourable options indicating that they felt that the sessions were ‘very effective’ or ‘moderately effective’. The remaining 11% rated their sessions as ‘a little effective’, with no clients feeling that the sessions were ‘not effective at all’.
All clients felt that the setting of the service was appropriate and 95% of clients stated that they would recommend Shanel to a friend. Specific comments made about why clients would recommend Dr Few included, ‘she understands you in a way that makes you feel comfortable”, “because I feel like Shanel cares about what you have to say”, “she is very kind and empathetic” and “I actually already have, I think Shanel is great”.
In regard to the question, ‘Overall, how would you rate the service provided by Shanel?’, the feedback was again very positive with 54% of clients providing the highest possible rating of ‘Excellent’ and 41% endorsing the second highest rating of ‘Very good’. There were no clients who endorsed that the service was the lowest rating of ‘Poor’ and only two clients rated the other option of ‘Fair’. Finally, in regard to the question, ‘Do you have any other feedback that you would like to provide?’, clients made comments such as “The sessions with Shanel have taught me how to acknowledge negative thoughts and emotions and to challenge them, which I am grateful for,” “I felt comfortable talking with Shanel even when I didn’t really feel like talking,” and “Thank you for your help and for keeping me safe”.
