Annual Survey 2019 Results

The Clock’s Annual Survey 2019

Every year The Clock asks its members to partake in the annual survey. We welcome our member’s feedback and value their opinions as we are always keen to improve the way our services are promoted and delivered. The results from the Annual Survey enable us to reflect on our performance and our member’s experience of The Clock, as well as informing future program planning.

As an example, several of our younger members who attend youth clubs have asked for more activities to be based outside and would like to take part in more sports at The Clock.

As an organisation we like to respond quickly to our member’s needs and are already in the process of implementing more outdoor activities. In addition, The Clock is looking at further funding opportunities that will enable us to expand what is currently on offer, whilst advertising for Volunteer Sports Coaches to help us deliver more programmes.

This year, the annual survey results reflect views from 61 adult participants who completed our full questionnaire. Our younger members were also asked for their feedback which was collated in a shortened questionnaire which 37 responded to. Their responses are not included in the figures presented below but are highlighted in a separate paragraph at the end of the report and also in the ‘Final Words’ section.

 

The diagram provides further background information about our members who took part and depicts what kind of activities they have engaged with.

 

The survey responses indicate that the main reason our members come to The Clock is to access social opportunities through organised activities such as ‘Time for Time’ and ‘Prime Time’, which are aimed at reducing social isolation. The next highest reason why people engage with The Clock is to gain support. Support may be in the form of planned 1-2-1’s, drop ins, help with Job search or developing computer skills. Members also access ongoing support through tailored programmes such as ‘Access Towards Inclusion’ and ‘Improving Lives’.

Programmes such as these are aimed at helping individuals address barriers that stop them from achieving their potential, whilst providing support to gain the education and skills that enables them to move on in life. We support individuals in the widest sense. About 75% of our adult users first approach us in crisis, (e.g. homelessness, domestic violence, lack of food) and remain active users until they have resolved their issues and beyond.

 

How we promote The Clock and communicate with our members and supporters.

 

Adults

 

The Clock communicates in various forms to its members and the wider community. Our website and social media platforms are very popular which is evidenced by the large number of followers we have, people who interact with posts and emails and messages we receive via these mediums.

Our members regularly visit the website for updates and satisfaction figures have improved from last year. In 2018 our members indicated that 53.3% really agree and 46.7% agree that The Clock’s website provides them with all the information that they need. The figures from this year’s survey show that 58% really agree and 42% agree that our website is informative and meets their needs.

We nearly achieved 100% satisfaction rate linking to the information we provide via Facebook and Twitter, though we did receive one response that disagreed. The overall consensus is that our members have a positive experience with our social media platforms.

When asked about posters we display in and around The Clock, 100% agreed positively that they provided them with all the information that they required; a rise of 3.5% from last year. This question provided more responses from our service users with many more indicating that this way of providing information was more applicable to them.

We were also interested to find out from our members how well known The Clock was within their wider social network. 100% of people asked stated that that friends and family know about The Clock and the work we do, 92% also agreed that other people who live nearby them know about the services The Clock offers. It is really encouraging that a large number of people in the wider community have heard about The Clock. The annual survey results also show that The Clock’s profile is growing from year to year as we are working with a greater cross section of the community, both partners and service users alike. A greater recognition of Clock Staff is also observed with 100% of our members agreeing that they recognise The Clock uniform and know that they can approach anyone wearing it.

In comparison to last year’s survey results The Clock has improved at making our members aware of ALL the services The Clock offers. This year only 5% of service users compared with 13.6% last year stated that that they didn’t know about the services we provide. This is one area of improvement The Clock identified in 2017, as 15% of our members were unfamiliar with our range of services then: it is really pleasing to see that we are now better at communicating what The Clock offers to its members, although there remains room for improvement.

Children and Young People

 

Surprisingly 80% of the children and young people said that they don’t use our website to access information about The Clock. This response has given staff the task of finding out whether they don’t use websites generally to access information or if our website isn’t user friendly. The 20% who did reply said that it provided them with all the information they needed. Probably due to their age, many said that they didn’t use Facebook either. 100% said that their friends know about The Clock and 80% said that people who live near them know about The Clock, which proves that word of mouth is still our best marketing tool.  75% said that they are aware of other services The Clock runs. Everyone said that they recognise The Clock uniform and that they can talk to anyone wearing it.

 

How we support the people we work with

 

Adults

 

The next section addresses our members experiences and how supported they feel. Overall a high percentage agrees that their experience has been very positive. 100% feel that The Clock’s staffs are helpful and quick to respond. Additionally, 100% of service users find The Clock’s staff to be friendly and supportive, contributing to a positive atmosphere within The Clock. The Clock works hard at providing a welcoming, supportive environment and it is particularly pleasing to hear that our members agree that we have achieved this.

 

The Clock also ensures through training and professional development that staffs are well versed in offering support and providing Information, Advice and Guidance when working with service users. As a result 100% of members, an increase from last year, agree that staff have a good understanding of issues that could affect them as well as unanimously agreeing that our highly skilled staff gave them all of the information that they sought.

 

Children and Young People

 

How is The Clock doing in supporting you?

I really agree

 

I agree

 

 

I disagree

 

 

I really  disagree

 

Doesn’t apply to me

I feel that The Clock provides the right type of services for its members

30%`

70%

 

 

 

I feel that The Clock’s staff are friendly, supportive and create a positive atmosphere

50%

50%

 

 

 

I feel that The Clock offers activities that I wouldn’t normally be able to access.

30%

60%

 

 

10%

I feel that I am encouraged to have a say in what activities The Clock offers.

50%

50%

 

 

 

I feel I can discuss any problems or concerns I have with a member of The Clock team in a confidential manner

30%`

70%

 

 

 

I feel that The Clock’s opening hours are good

20%

40%

 

 

20%

I feel that The Clock’s staff have a good understanding of issues that could affect me

30%

70%

 

 

 

I feel that The Clock’s staff are helpful and  quick to respond

30%

70%

 

 

 

 

 

How our services benefit members

Adults

In the last few years we have seen an increase in members agreeing that The Clock provides relevant and appropriate services, this year reveals that now 100% of those surveyed agreed the services we provide are right for them.

Continuing the upward trend, 100% agreed that our opening hours were good, a further rise from last year and 100% feel that The Clock offers activities that they wouldn’t usually be able to access. This represents an amazing jump of 11.5% compared with last year’s figures.

100% of users, in relation to 95.1% last year, also feel that they have are encouraged to have a say in what The Clock offers and therefore feel that they are involved in shaping the activities.

These statistics report a genuine service user satisfaction and experience, which is extremely pleasing and is something The Clock, is proud of.

We also wanted to know what brought people to The Clock; the following diagram below shows the reasons given.

 

Reasons for attending The Clock

 

 

Children and Young People

 

Their responses were very similar to adults. In order of highest score:

To have fun (100%)

To meet people have somewhere to go (92%)

Take part in an activity (90%)

Get help and support (80%)

Feel part of something (80%)

Talk to staff (80%)

To improve skills (75%)

Use computers, internet, phone (55%)

Volunteering (8%)

 

Benefits from being a member of The Clock

 

The results of the Annual Survey indicate that The Clock is successfully meeting its social objectives which include increasing social inclusion, increasing community resilience, improving well-being and increasing economic prosperity.

In 2018 we put some new questions to our members to see how being a member of The Clock had helped them. The figures taken from last year’s survey gave The Clock a baseline to work from and suggested ways of how we could improve, especially in our lowest ranking area of improving physical health and activity, which we successfully achieved through our work this year.

The results below show the percentage of members who agreed with the following statements in 2018 and 2019 (green highlight shows improved results, red highlight shows lowered results):

 

 

Adults

 

C&YP

 

2019

2018

 

2019

I have made and kept friends

88%

94.6%

 

80%

My confidence and self-esteem has improved

89%

95.2%

 

90%

I feel less stressed and anxious

85%

84.1%

 

70%

I am managing things better in my life

90%

87.5%

 

60%

I feel I belong to a community

91%

82.2%

 

60%

I have learnt new things or have participated in activities that make my life healthier

88%

61.3%

 

90%

My physical activity has increased

78%

76.4%

 

60%

I have been better able to afford or access food/transport/furniture etc

78%

83.8%

 

20%

I have gained new skills/qualifications that can help me now or in the future when looking for employment

86%

91.7%

 

20%

I have gained work experience that I feel will be valuable to employers

94%

82.1%

 

10%

I have accessed employment, training, further/higher education or volunteering

94%

96.2%

 

30%

I have learnt new skills and/or improved existing skills

94%

88.1%

 

60%

I have taken part in a new activity or started a new interest/hobby

93%

85.7%

 

60%

I have looked for ways I can volunteer or have started

88%

81.5%

 

5%

 

How our staff performs

 

Adults Children and Young People’s

 

As a part of the survey we asked our users some questions about our staff performance, including their own support worker, although not all of our users have allocated support workers. The results show the upward trend of our performance improving year after year. As the responses of adult’s children and young people were closest in this section we have put the children and young people’s responses in green in brackets.

When asked if their support worker was always on time and prepared for a session 100% (100%) agreed that they were. These are improvements we have maintained from previous years.

100% (100%) agreed that their support worker was knowledgeable and provided the information that was requested, equally 100% (100%) of members concurred that during these sessions their worker was non-judgmental and conducted themselves in a professional manner.

The Clock always seeks to utilise the space we have available in the best way possible for our members; 98.6% (100%) of participants agreed that the session took place in an appropriate location;

100% (100%) of service users thought that their worker understood their needs and requirements, portraying another positive rise from last year alongside 100% (100%) agreement that staff structured sessions well, whilst at the same time were flexible enough to make changes to suit member’s needs.

The Clock always seek to provide a warm and friendly welcome to everyone we come in contact with and it was satisfying to see that not one of the participants surveyed disagreed with the statement “I am always made to feel welcome by staff”.

Last year, fewer members agreed that staff were easy to contact (94% compared to 100% in 2107), however, this year after improving our performance 100% (100%) of remembers agreed with this statement.

 

How we promote safety and wellbeing

 

Adults

 

When asked if members felt safe whilst attending The Clock 100% of those who answered the question agreed that they did. In last year’s survey, we realised that there were a minority of service users who were unsure of what to do and who to talk to if they didn’t feel safe about their own or somebody else’s well-being. As a result we provided clearer information to all those who came into the building, via Welcome leaflets and service user handbooks. This year, 100% of individuals surveyed agreed that they would know what to do in case they were either worried about themselves or someone else’s well-being.

The rules and regulations that ensure health and safety were familiar to 100% of the users surveyed .All of our members reported that they were aware that they may not attend The Clock if they had been taking drugs or were under the influence of alcohol. It was pleasing to hear that 100% of Clock members said that they were always respectful to the needs and feelings of others and that they may differ from their own; evidencing that our members understand the importance of appreciating difference and diversity.100% were aware of the harmful effects that bullying and harassment could have on others, in comparison to 97% last year.

We are very happy that our members have both maintained and improved their awareness around health, safety and well-being.

In 2017, we added 2 new questions to our annual survey, asking members about their worries and concerns. This year 78%, a concerning rise of 35.5% of members responded that they have things they are presently worried about and 66% admitted to being worried about the future; another increase of 10% compared to the previous year.

Children and Young People

 

Lastly we asked our users what kind of services they would like to know The Clock offered in case either they or someone they knew needed them in the future. A significant rise in members responded to this question than in previous years, indicating their need or interest in these services being offered. The results can be seen below with services highlighted in red being the most wanted. It is interesting to note that the year before the most wanted services were;

 

  • Careers Advice

  • Use of Computers and Internet

  • < >

     

    Final words

    As we come to the end of The Clock’s Annual Survey results for 2019, it is always fitting to let our members have the final say and highlight some of their comments. From the quotes below you can see our members, young and old, first make contact with The Clock for all kinds of reasons:I First Got Involved with The Clock when:

  • “I was going to the job centre and they told me to go to The Clock, though I thought it was only for young ones but now it’s for anyone.”

    “My partner passed away.”

    “I was looking to start college.”

    “I was getting into trouble with the police.”

    “Last week and I’m already doing volunteer work.”

    “I moved to Thirsk.”

    “I was close to becoming homeless and had access to some support with my wellbeing.”

    “My school friends told me about it.”

    “I lost my job with John Smiths Ltd and needed support with job search and help using IT.”

    “I needed support with job searching and applications, also accessing IT to research my pension and complete forms.”

    “I needed help with improving my skills and confidence.”

    “I needed help and support with accessing my CV, also with help using a computer and someone to fill in and explain the forms to me.”

    “Through my son accessing support from staff at The Clock with issues he had”

    “I needed support with IT as I didn’t know what to do.”

    To help me find work and possibly learn new skills.

    “When a friend told me to go see them to get help with problems I have.”

    “I had a family break-up and needed help and support finding accommodation and also help in completing forms and using phones and IT equipment.”

    “My children needed help and support with issues they had and now I go for help and support with job searches and accessing the food bank.”

    “I needed support in looking for work and improving my skills.”

    “I was having issues with benefits and housing that was causing severe stress.”

    “A friend told me about The Clock I needed help with housing problems also money problems”

    “I needed help setting up a new flat and beginning a new chapter in my life trying to be independent.”

    “The job centre recommended it.”

    “I needed help and support with Universal Credit and appealing and appealing a decision with DWP.”

    “I came to youth club in year 5.”

     “I was bored.”

    “My friend came.”

    “I started receiving 1-2-1 support and taking part in group activities.”

    “My school referred me for 1-2-1 support.”

    “My Head of Year asked someone from The Clock to see me because I was having problems at school.”

     

  • Being Part of The Clock Means:

  • “I can make new friends and have fun”

    “To have fun, learn stuff and talk to someone”

    “I have the support I need to help me with school”

    “I have something to look forward to - Tom and Oliver’s lessons with the people that are in the group.”

    “I stay really busy.”

    “I am part of a team.”

     “They can help me get in college.”

    “Being part of The Clock to me is you get to meet new people.”

    “I belong somewhere and have more pride about myself.”

    “I know I can rely on somewhere I can get help and support when needed.”

    “I have people to talk to.”

    “it means everything to me. The Clock is my family.”

    “I can have fun.”

    “I know where I can go if I need support or help.”

    “Is somewhere I know I can go if I have problems and I have someone to help me?”

    “Having fun and enjoying myself.”

    “Knowing where to go for help and support and not being judged.”

    “I don’t have to worry as much as I know where to go for help advice and support.”

    “I know where to come for help if I need it.”

    “That I know where to go to get help and support.”

    “Knowing I have somewhere and someone who can help and not judge.”

    “I know where to go for help and support with issues that I may have and they could help me to solve any problems I have.”

    “I know where to go to get help.”

    “I have something to look forward to and doing things I never would have tried myself”.

    “I can now feel safe and happier with my life”.

    “Being part of The Clock is important to me as it’s good for the mind and means I’m not alone”.

    “I have access to all the help I need.”

    “Having someone to talk to, making friends, and having support when I needed it.”

    “It helps me make new friends.”

    “I can talk to people.”

    “I can meet my friends.”

     “Good to be with my friends.”

    “I Have something to do.”

    “I can get help and support, have somewhere to go and have fun.”

    “I have somewhere to be and something to do.”

    “I can talk to someone instead of bottling all my feelings up – I can let them out.”

    My Personal Message to The Clock

    “Thank you to the staff who have made me very welcome and make me feel like part of a team. I would say a’ Big Thank you’!”

    “I am greatly appreciative of all the help and support I have had, and currently receiving from everyone at The Clock.”

    “You help people.”

    “Good Work.”

    “To continue the excellent work they are doing for the community.”

    “It’s really helping me out with this course. Well done to all the volunteers”.

    “I would like to say a massive ‘Thank you’ to all the staff at The Clock.”

    “Thank you for all you do.”

    “I can speak to people who understand.”

    “Believe in yourself.”

    “It’s a good club”.

    “Cheers.”

    “Keep it up.”

    “Thanks for the help.”

    “Just a big thank you for your help and in letting me volunteer.”

    “I like the work that you do and you are very friendly and approachable.”

    “You do a great job for the community.”

    “Keep up the good work.”

    “Thank you for your help.”

    Thank you for your help.

    “Keep on going you are doing a brilliant job.”

    “You are good and we are grateful for the help and advice that you give to us.”

    “Keep it up.”

    “Thank you for the support when I needed it.”

    “Thank you all to The Clock.”

    “Thank you for giving me a second chance.”

    “Thank you for continuing to offer fantastic support”

    “The Clock has been very helpful when I needed it.”

    “Thanks.”

    “Thank you.”

    “It’s good.”

    “It is the best.”

    “It is really fun.”

    “Thanks, youth club is lovely.”

    “You have made things easier for me.”

    “Thank you for helping with food parcels – it has really helped my family.”

    “I can’t thank the Clock enough for all that they have done for me.”

     

    Comments from our users about what they would like to see going forward:

    “I’d like to do more sports at The Clock.”

    “I would like an outside area.”

    “Can we do more things outside?”

     “Do more trips.”

    “More help for mental health issues”

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The Clock - Thirsk

Church Hall
St James Green
Thirsk
North Yorkshire
YO7 1AQ

Tel: 01845 524 494
E-mail: info@theclock.org

The Clock (Yorkshire) Ltd
Registered Charity No. 1096518
Registered Company No. 04520206
A Company Limited by Guarantee, registered in England & Wales

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