Media Release: Ninety-four per cent of mental health charity’s service users say they would recommend it to a friend

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SCOTTISH mental health charity, Health in Mind, have today published the results of its annual Service Users’ Survey, which shows that 94 per cent of people using the organisation’s services would recommend them to a friend.

This is an increase of two per cent on the previous year.

Health in Mind chief executive, Gwenn McCreath, believes that regular client feedback is essential for the organisation to be able to measure quality and performance.

“The results are crucial to ensure current services are meeting the needs of our many service users as well as identifying where we can develop and improve them,” said Gwenn.

The feedback from Health in Mind’s fifth annual Service Evaluation Report, shows high levels of client satisfaction and as well as 94 per cent stating they would recommend the organisation to a friend, 92 per cent felt their service responded well to their needs; 93 per cent said they felt listened to; 94  per cent said they felt listened to by staff and volunteers; 87 per cent felt they were supported to achieve their goals; 90 per cent felt their views and worries were taken seriously; 70 per cent felt the choice of groups had improved over the last year and 92 per cent  felt their appointments were usually at a convenient time and place.

Gwenn continued: “The high ratings are of course important, but the comments from service users were really significant in highlighting how our members of staff, peer support workers and volunteers impact on the lives of our service users with one stating, ‘Without Health in Mind I wouldn’t be where I am in my life right now. It has given me the insight and strength I needed to start to move on. I will be eternally grateful.’”

Gwenn McCreath believes the experiences of service users and their suggestions are vital to strengthening the current services on offer as well as identifying future needs.

“The survey was sent to 600 people with168 responding; which is one in four.

“Thirteen of our specialist services were represented in the survey and these cover a wide aspect of our work which includes supported housing, support to stay at home, respite care, befriending services, a specialist community project, guided self-help, trauma services and specialist trauma counselling for survivors of childhood sexual abuse,” said Gwenn.

In summing up, Gwenn McCreath highlighted the importance of listening to service users’ suggestions as they are vital to improving what is currently available and identifying future services.

Gwenn said: “We asked if there was anything service users didn’t like or thought needed improving and 45 people suggested possible improvements with the remaining 123 either skipping the question or providing positive feedback.

The full survey results can be read on the Health in Mind website.


For further information contact Health in Mind communications manager, Doreen Graham, on 0131 243 0137.

Notes for editors:

Health in Mind was set up in the 1980s and was formally known as the Edinburgh Association for Mental Health with the aim of taking over flats which were then rented for ex-patients by the Royal Edinburgh Hospital. Today, the organisation still provides housing as well as many other services which include trauma counselling, befriending services, respite for carers, information services and community based services. The organisation delivers services on behalf of NHS health boards and some local authorities.

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Health in Mind contact details…


Contact: Doreen Graham
Phone: 01312430137