What you can expect from us

The Stroke 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 Information Service with excellent service and high quality support and information in a timely manner. We have a number of service standards, and we 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 2016 and 31 March 2017, we answered 88% of written enquiries within three working days, and 99% within five working days. This was an improvement on the previous year where we answered 63% in three working days, and 74% in five working days.

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

Between 1 April 2016 and 31 March 2017, we answered 54% of the total calls made to the helpline during opening hours. We increased the size of the team in October 2016 to meet the demand and prepare for our extended opening hours which went live on 1 July 2017.

We answered 12% more calls in the second half of the year with our new Helpline Information Officers in post. We want to answer as many calls as possible, 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 February 2017. We received 70 responses, with 82% of respondents saying they were satisfied with the overall level of service. Our key findings were:
 
  • 95% of respondents said they could contact the service at a convenient time
  • 86% of respondents rated the level of professionalism from Helpline Information Officers as excellent
  • 80% of respondents said that we showed an understanding of their situation.
We also capture feedback throughout the year from our online survey and individual responses from enquirers. We achieved an overall satisfaction rate of 90% based on combining our results from our February customer satisfaction survey and ongoing online feedback survey. This is a 10% improvement from the previous year. 

Our information

We provide information about stroke, the effects of stroke and life after stroke in a range of accessible formats. Find out more about how we produce our information, and the Information Standard we work to.

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

Share