What you can expect from us

The stroke helpline and information service offers confidential information, guidance and support to anyone affected by stroke. All enquiries are answered by professional, trained staff and volunteers, who have an understanding of stroke and how it changes lives.

When you contact us you can expect that you will be listened to and treated as an individual, with respect and courtesy. We will give balanced, up-to-date information, and if we don’t know the answer to your question we’ll research it or signpost you to people who can help.

Our service standards

We aim to provide every person who contacts our Stroke Helpline and Information Service with excellent service and high quality support and information, in a timely manner. We have a number of service standards and monitor and evaluate our performance against these.

Answer 80% of all written enquiries within three working days and 100% within five working days.

  • Between 1 April 2013–31 March 2014 we answered 93% of written enquiries within five working days, and 99.5% within seven working days. This was an improvement on previous years and we changed our service standard in April 2014 to ‘Answer 100% of all written enquiries within five working days’. We will be reporting on this in 2016.

Answer 80% of calls that are made to the helpline during opening hours.

  • Over a one year period between 1 April 2013–31 March 2014 we answered 68.5% of calls made during opening hours – a significant increase from the previous year, up by 11%. We also dealt with 7% more helpline calls than the previous year. We want to answer as many enquiries as possible and as quickly as possible and so we will continue to work on increasing our answer rate.

Achieve no less than 95% satisfaction rate from people who have used our service.

We conducted our most recent user feedback survey in November 2014. We received a total of 45 responses from enquirers who called our helpline or emailed us. Our key findings were:

  • 100% were satisfied with the service, with 81% stating it fully met or exceeded their expectations
  • 96% said they could contact our service at a convenient time
  • 91% said we showed an understanding of their situation
  • 88% said the service helped them by providing relevant information.

While no respondents said they were unhappy with the service received, five included comments that we wanted to address. We looked at these comments in detail, along with the respondents’ original enquiries and our responses, and then took remedial action. This allowed us to identify improvements for the future.

Revise, update and fully reference all our information publications every three years.

Our publications have been awarded the Information Standard, an important quality mark to reassure you that all our information is high quality and based on proper scientific evidence. We review all of our leaflets and factsheets regularly to ensure that their content is up-to-date and accurate. All our publications are referenced using reputable sources. We also listen to the feedback you give us and aim to constantly improve.

Service quality

To check the quality and consistency of our service, and for learning and development purposes, occasionally our staff and volunteers will listen in to calls and read written enquiries. We also sometimes record calls for this purpose.

Please feel free to tell us not to if you are not comfortable with this. All staff and volunteers are bound by our strict confidentiality policy. For further information see our terms and conditions.

We hold two quality standards which independently guarantee the quality of our work - Customer Service Excellence and the Information Standard. We are also community members of the Helplines Partnership.      

Service user comments

"I was happy with the response, it was very helpful and reassuring during a difficult time. I appreciate the work done by all in offering the advice, support and information."
"Thank you so much for the speedy reply… Your kind and knowledgeable response to my telephone call this morning has already helped me to be more positive in dealing with this traumatic event."
"You are amazing, thank you so much for your time and really spot on research… it is really appreciated."

Feedback

We are always thinking about ways to improve our service to make sure we reach as many people as possible and can effectively meet the needs of people affected by stroke. If you have any comments, feedback or suggestions please email us at info@stroke.org.uk