How we're performing
We monitor and evaluate the performance of the Stroke Helpline and Information Service against our service standards to ensure that we are providing an excellent service.
We aim to:
Answer 80 per cent of all written enquiries within five working days and 100 per cent within seven working days.
Over the year between 1 April 2010 – 31 March 2011 we answered 72 per cent of written enquiries within five working days, and 87 per cent within seven working days. This is a slight improvement on the previously reported figures (April – December 2010), which were 69 per cent and 84 per cent respectively. The increasing complexity of enquiries requiring additional research and high workloads continues to be reasons for falling short of our targets.
Improving our enquiry response times is something we are continuing to work on. In order to improve performance we have significantly reduced absence within the helpline team since October 2010 and continue to monitor individual performance against targets.
Answer 80 per cent of calls that are made to the helpline during opening hours.
Over a year period between 1 April 2010 - 31 March 2011 we answered 81 per cent of calls made during opening hours.
Achieve no less than 90 per cent satisfaction rate from people who have used our service.
We conducted a user feedback survey in February 2011. Overall, 100 per cent of respondents said they were satisfied with the service they received from us. Other findings showed that:
- 98 per cent of enquirers felt their enquiry was treated sensitively with no reason given to explain the other 2 per cent.
- 100 per cent of enquirers who contacted us by email felt that their questions were understood.
- 96 per cent of enquirers felt the language used by the Helpline Information Officer was very clear, including 100 per cent of enquirers who contacted the service by email.
- 100 per cent of enquirers rated the information provided as excellent, very good or good.
- 78 per cent of enquirers took further action after contacting our service. Of those who took action, 92 per cent said they had taken this action either wholly or partly because of the information SIS gave them.
Download the full report: February 2011 Evaluation Report (76 kb) 
Revise, update and fully reference all our information publications regularly.
Following our success in being awarded the Information Standard in 2009 we have been following a process of revising, referencing and updating our information publications. Since June 2009 we have fully revised and updated 33 publications and have a rolling programme in place so that all publications will be rewritten by December 2011.
Look for the Information Standard logo for a guarantee that health and social care information is accurate, impartial, balanced, evidence-based, accessible and well-written.
User feedback
We receive a range of feedback from service users. Some examples are given below:
‘Thank you for sending me all this information and advice. Hopefully we'll be able to find a way to help my father, and the family as a whole, to cope with the changes that have occurred. I really do appreciate it.’ – June 2011
‘Thank you so much for all the information and advice. It certainly gives us a lot to think about and consider. I can already see some areas of treatment that my friend has not tried and could possibly benefit from.’ – June 2011
‘Thank you so much for your e-mail. I really appreciate the suggestions that you have forwarded. It is nice to know that there is a relevant and helpful organisation that I can contact again.’ – April 2011
‘Quick and comprehensive. Good to see that both patients and carers are supported.’ – February 2011
'Thank you so much for talking to me. All this time I have felt so unaware of things - not knowing where to go and what to do. You have really reassured me and taken the time to explain things. I’m looking forward to receiving all the information you have!' - September 2010.
Find out more about the Stroke Helpline and website service standards.
If you have any suggestions for how we could improve our service further, please email info@stroke.org.uk
