We publish the results of an annual 20-question survey where clients rated their support between “Excellent”, “Good”, “Okay” and “Bad”.
Between April 2018 and March 2019, 712 people completed satisfaction surveys with valuable insight into how they feel about The Wallich, its services and its staff.
Clients fed back on six categories relating to our services; Practical things about your project, Health and Safety at your project, Involving you in your project, The staff at your project, About your support, and Overall support.
The Wallich supports people with a range of experiences and support needs, from frontline rough sleeping and hostels to conflict resolution and learning and development services, in more than 70 projects across Wales – each has its own personality and its own needs.
Creating opportunities for our service users to have their say shows them that they matter. For many people who have experienced homelessness, their confidence and self-worth can take a knock – we want to remind them that their opinions are valid.
Jessica Symons, Involvement and quality co-ordinator at The Wallich, said:
“The welfare of our clients is a priority for The Wallich, but that can be hard to measure so channeling the opinions of our guys to make sure their welfare is not only being looked after but also improved makes a lot of sense to us.
“Collecting their feedback is one thing but making sure we put actions in place to show that their concerns have been heard is also important. From this year’s survey, it’s largely positive but we know Health and Safety was the lowest scoring section – with an 85% satisfaction rate – so we have look at where we can develop that area.
“Asking clients for their opinions, in a safe environment, can also help build trust between our clients and staff. Better trust should lead to a better supporting relationship and, ultimately, longer-term solutions for those we support.”
The Wallich is proud to consistently receive positive feedback from our clients, particularly about our determined and compassionate staff:
“I can’t thank you all enough. The support and help I have received has, at times, been overwhelming. The team I have met have all been so supportive and have helped me like no others.”
“The staff have helped me in so many ways. They listen to me and they are so calm.”
“The staff have treated me with the up most respect and dignity for which I am and always will be eternally grateful for which I thank them from the bottom of my heart.”
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