At Headway Bristol, we believe the best way to shape our services is by listening to the people who use them. Earlier this year, we carried out two surveys – one for clients attending our centres and another for those receiving outreach support. The feedback has given us a valuable insight into what we’re doing well and where we can grow.
Our centres – survey feedback
Most service users told us they feel positive about the centres. They enjoy the wide range of activities on offer – from art, games and gardening to cooking and group outings – and particularly value the friendly, welcoming atmosphere created by both staff and fellow service users.
- 95% said they would recommend Headway Bristol to others.
- 90% are satisfied with the support and communication they receive.
- 85% feel there are plenty of opportunities to socialise.
- 70% said they feel positive about the new ‘hub’ model (whereby services are delivered from different locations on different days).
Service users also praised the convenience of session times and the support they receive from staff. Many told us how important it is to feel part of a community and they see Headway as a place where friendships are made and confidence is built.
At the same time, service users shared helpful suggestions for improvement. A few highlighted challenges with space at certain centres, especially Wellspring, and some mentioned transport issues such as the new bus gate. Others expressed interest in seeing more variety in activities, including guest speakers, workshops, physical exercise sessions and additional day trips.
We are already acting on this feedback. With the addition of a new Activities Coordinator, we have been able to introduce more structured workshops, plan additional trips and make better use of space at Wellspring.
Our outreach services – survey feedback
Feedback about our outreach service was overwhelmingly positive, with every respondent saying they were satisfied with the support they receive. Service users told us they value having someone they can talk to, the chance to get out into the community and the opportunity to take part in activities such as swimming, shopping, quizzes and health walks.
- 100% said they were satisfied with their outreach support.
- 100% would recommend the outreach service to others.
- 80% feel their outreach provides enough social opportunities and engagement.
- 67% feel their needs are completely met, with the remainder saying they are mostly met.
Many also highlighted the confidence and independence they gain from outreach, whether through support with daily living, learning new skills or simply having the reassurance of a supportive companion.
Most clients felt their outreach was flexible and tailored to their needs, and praised the communication and contact they had with staff. A few areas for improvement were also raised, such as the mileage limit (which can restrict outings), a desire for longer sessions and the importance of staff continuity. These are challenges we are mindful of and we are actively reviewing ways to increase consistency and flexibility where possible.
Our overall reflections
Across both surveys, service users expressed high levels of satisfaction and trust in Headway Bristol. The majority felt our services meet their needs and spoke positively about the difference we make to their well-being, independence and social lives.
We also recognise that there is always room to improve. Space, accessibility, transport and communication were recurring themes, and we are already working on solutions to address these. Thanks to the addition of an Activities Coordinator, we can now offer an even greater variety of sessions, trips and workshops, tailored to service user interests. Our outreach team is also exploring more flexible options, including potential evening sessions to make support even more accessible.
Moving forwards
We would like to thank everyone who took the time to share their views. Your feedback is helping us to shape a service that is not only supportive, but also inclusive, engaging and continually improving. By listening and responding, we aim to ensure that every service users feels valued, supported and part of the Headway Bristol community.
Contact us to learn more about what we do or to share your views.