In July 2024, we distributed a survey to our Macmillan Crossroads Volunteer Service clients to gain insights into their experiences and gather feedback to help us improve. Here’s what we learned from the 53 responses received by November.
In response to the feedback, we have sent a 'You Said, We Did' update to our clients, highlighting how we have addressed their suggestions and made improvements.
Additionally, we will soon run a focus group to gain more insight into how our clients feel the service is going and to gather further input on how we can continue to evolve and meet their needs.
How Did You Hear About Us?
The majority of our clients (63%) heard about our service through the Macmillan Cancer Team at Kent & Medway Hospitals, showcasing our strong partnership. Other sources included word of mouth (14%), Age UK (4%), GPs (4%), and a few other channels.
Ease of Referral Process
We are pleased to see that 77% of respondents found the referral process extremely easy, with an additional 8% finding it somewhat easy. This highlights our commitment to making our services accessible and straightforward.
Time to Receive a Volunteer
An impressive 70% of clients were matched with a volunteer within 1 to 2 weeks, and 16% within 3 to 4 weeks. This efficiency is crucial in providing timely support.
Types of Support Provided
Our clients benefit from a range of support services, with transportation being the most requested (46%). Information and guidance (21%), companionship (16%), and light housework (8%) also featured prominently.
Client Descriptions of Our Service
The words most frequently used by clients to describe our service include friendly, helpful, caring, and understanding. These reflect our dedication to providing compassionate and responsive care.
Client Quotes
Here are a few direct quotes from our clients, reflecting their positive experiences:
- "Everyone is so helpful and kind with a good understanding of people’s needs."
- "Just one quick telephone call, all arranged :-)"
- "Friendly & helpful. Your service is essential to people like me."
- "Very nice drivers which help me feel more relaxed when I go to appointments with serious outcomes."
Looking Ahead
We are grateful for this feedback, which helps us understand the impact of our services and areas for improvement. The insights will guide us in continuing to provide essential support to our clients and enhancing our volunteer matching process.
Thank You for Your Support
Thank you to everyone who participated in the survey. Your feedback is invaluable in helping us improve and continue providing essential services to the community.