Results

Quantitative Responses

The median response (i.e. the most common response) for each question is listed in the table below. In order to be concise, the median response for the young people and their parents/carers are presented in a single table. As a consequence the questions are presented generically. The questionnaires that were given to the young person and parent/carer were worded slightly differently in order to frame the question as to whether it was directed to the young person or to their parent/carer. For example; ‘your experience of the care and treatment you received’ compared to ‘your experience of the care and treatment your child received’.

Overall the young people and the parents who answered the survey appeared pleased or very pleased with the service. The majority of median responses for young people were a 4 ‘Good’ (84.4%), followed by 5 ‘Very good’ (6.25%) and 3 ‘Average’ (9.38%). For the parents/carers, the most common response across questions was 5 ‘Very happy’ (63.67%), followed by 4 ‘Happy’ (33.3%).

The least positive answers given by service users were in relation to information about the service and meals provided, where parents/ caregivers rated these more favourably. Service users rated 5 ‘very happy’ on items including safety of the unit and confidentiality of the service, while parents/ caregivers rated 5 ‘very happy’ on the cleanliness and appearance of the unit, the safety and atmosphere of the unit, access to professionals, and the provision of family support.

Table: Median responses to Willow Grove Service User Satisfaction Questionnaire

Further Service User Views

The Willow Grove Service User satisfaction survey respondents were invited to answer three open-ended qualitative questions in order to identify any points of interest not contained within the closed statements, and to give further voice to the users’ experiences. Not all respondents answered these questions. Please find below a sample of answers provided by both young people and their parents/caregivers.

Q: What did you like best about the unit?

Young people:

• “Friendly environment and decoration/ the other young people”
• “Being able to be around others like myself who understand what I’m going through”
• “The nursing staff were really helpful and friendly”
• “Welcoming and normal environment”
• “Atmosphere. Friendly staff. Very clean”
• “The sense of community among the young people”
• “The young people, the bedrooms, support for school”
• “The range of activities and groups available. Constant supportive community”
• “ Nurses and young people, really nice environment”
• “ Key working”

Parents/ caregivers:

• “Excellent guidance and very professional staff”
• “Friendly and caring atmosphere. All staff happy to provide info/updates, willing to acknowledge mistake/issue when it arose. Very good engagement with school also”
• “It was a safe and secure place. The staff were devoted and caring”
• “The staff were professional and courteous at all times. They were vigilant concerning their changes and always met you at the door with a welcoming smile”
• “Great atmosphere, positive, not like hospital, camaraderie, wonderful staff, very good facilities, excellent rooms, caring nurturing environment.
• “Supportive atmosphere and conducive of building relationships with staff and other young people”
• “Each bedroom unit was well equipped and clean, found it very secure, staff were fabulous”
• “I found the communication between myself and staff excellent. Great care and help and advice”

Q: What did you dislike about the unit?

Young people:

• “Felt like not enough exercise/activities done in the week. Some meals weren’t appealing in look or taste”
• “The lack of confidentiality with parents and not saying beforehand it would be told to your parents”
• “Not getting outside enough”
• “We need to get outside more for fresh air. We should have somewhere we can express our anger”
• “Boring groups i.e. always having a lot of art. It’s nice but not too much”
• “Not being allowed in our rooms throughout the day but I understand why”
• “Having nothing to do when unable to attend groups”
• “Bed time”
• “Some of the groups were a bit patronizing”

Parents/ caregivers:

• “There was nothing I disliked about the unit”
• “At times it was difficult to attend all meetings. A lot of time commitment”
• “More facilities needed for exercise e.g. access to gym etc.”
• “Very small reception area”
• “Would have liked a little more communication regarding how her treatment was going.”
• “Would like better feedback from staff regarding weight, mood etc.”
• “The reception area is a but small and I found sometimes this led to a lack of privacy for people waiting in it”
• “The sometimes lack of communication between staff”
• “Expensive car parking”
• “My child had some complaints about the food”
• “Last minute changes in plans- very hard to put arrangements in place (leave/family meals etc.)”

Is there anything you would change about the unit?

Young people:

• “ More time outside”
• “Visiting times”
• “Better organization for activity groups”
• “Access to gym during visiting hours for those who don’t have visitors”
• “More freedom”
• “Different groups. Less WRAP”
• “More educational services throughout the year”
• “Add a swing set”
• “I’d change the amount of activity groups to more beneficial psychology or therapy groups”
• “For the young people to be more open about feelings and emotions”

Parents/ caregivers:

• “No. Overall very happy”
• “Waiting area is quite cramped. Free parking for parents”
• “Maybe more physical exercise-access to a gym perhaps”
• “More space to accommodate family visits, activities”
• “A little more info from the care team on treatment plan. Not a major issue however. Look at food quality”“Meal quality and choice could be looked at”
• “Would have liked a more regular update on overall improvements and progress. Would suggest one to one psychotherapy. Feel it worked better as opposed to group therapy”
• “More access to exercise area”
• “Follow up therapy to be properly set up so that plan is in place prior to discharge”
• “Mid-week leave for patients. Logistically it was difficult for us.”
• “I would like to see the young people doing more physical activity. I think if the young people could get out in the fresh air more it would be good”
• “More contact with key worker and team”
• “More communication with parents but other than that it was great and I would like to thank everyone.