Student Services Customer Feedback
Counselling & Supervisory Services
Want to be more effective in attending lectures/placements?
- Did you know that 53.6% of student feedback showed that counselling sessions had a positive effect on the likelihood of them attending lectures/placements
Want to be more successful and do better on your course but not sure how to change things?
- Did you know that 85.5% of students said that coming for counselling had positively influenced the likelihood of them achieving their potential on their course
Want to be more motivated but feel like giving up?
- Did you know that 65.8% of students said that the counselling they received had affected the likelihood of them staying at Edge Hill
There should be more available counselling slots!
- We conducted a comprehensive review of counselling services in order to target resources direct to Edge Hill students and staff at key periods. This has allowed us to maximise efficiency and offer additional appointments at peak times.
The Evaluation form was too long and complicated!
- We reviewed the evaluation form, revised it and simplified it. We then piloted the new form which received positive feedback. We also conducted a review of our evaluation system, looking at ways of maximising returns and making the process more embedded and integrated into the therapeutic process. This is ongoing and the team is also working on effective but brief methods of evaluating at mid points in the counselling process.
There should be easy access to appointments through the website!
- We promoted the use of email system to make initial contact. This has proved popular but can be a lengthy process to agree a convenient time. This has now been addressed by setting up a new on-line system which gathers data immediately. This enables us to offer a suitable appointment without delay.
There should be more leaflets about issues such as homesickness!
- We regularly review and update leaflets and we have now produced a bereavement leaflet. Following verbal feedback a new leaflet specifically targeted at Freshers is now in progress and will cover several issues affecting new students including Homesickness – this will be used in September inductions.
There could be better links with tutors!
- We have offered through staff development, successful workshops on the Solution Focused Approach, designed to build a common way of working with other staff within the Institution.
- We are working collaboratively on many levels – offering Counselling Skills Training through the Staff Enrichment programme and working closely with Learning Facilitators to embed a Solution Focussed Approach with students. This work has been very positive and will form a model for further work.
- Workshops planned with Staff Development team to work directly with academic staff in relation to students at risk.
More space is needed – somewhere to go after sessions.
And other comments regarding building being noisy (Aintree) etc, rooms multi-purpose.
- We fed this back through a consultation process to inform future planning of accommodation.
A library of relevant texts to loan would be really helpful.
- We set up a Blackboard account (Web CT) so that we can scan in relevant leaflets, guides, and articles of interest from our counselling library to support clients, students and staff further.
* percentages based on halls of residence questionnaires 2005 and 2006
Student Services Accommodation Team
You Said………
Quality of Shared Areas:
*66% of respondents said they were good or reasonable
Cleanliness of halls of residence:
*69% of respondents rated the cleaning of halls of residence as excellent or good.
Safety in Halls:
*85.3% of respondents said they felt safe in halls
Halls of Residence Experience:
*82% of respondents said that the halls of residence experience was either as expected or better than expected.
Support in Halls:
*60% of respondents thought that support in halls was good or excellent
Financial Support:
*72% of respondents thought that the financial support at Edge Hill was excellent or good
percentages based on halls of residence questionnaires in summer and Autumn 2007
Halls of residence questionnaires
You said……
*55.2% of students felt that the bathroom/toilet facilities in their hall were inadequate
We did............
2 extra toilets were installed in main hall bathrooms for Sept 06 and the bathrooms in back halls had major refurbishment in Summer 2005
You said……
*62.8% thought that the kitchen facilities in their hall were inadequate
We did............
All main halls kitchen were improved and new units fitted in summer 2006 as well as all back halls kitchens which were re-fitted in summer 2005
You said……
*69% chose Internet connection as one of their top three improvements
We did............
All halls of residence have free wireless internet
You said……
*59.6% wanted more fridges.
*57.4% wanted more freezers.
We did............
We fitted new fridges and freezers in main and back halls
You said……
*50% wanted lockable storage cupboards.
We did............
We fitted lockable storage cupboards in back halls in 2006
You said……
*35% of students felt that the standard of accommodation was one of the top three problems within halls
We did............
99% of students this year said their room was of a good or satisfactory quality – all main hall rooms and corridors were painted and carpeted in 2006
Health Centre - Comments from students 2008
Question:
What improvement would you like to see in the Health Centre?
Answer:
“More confidential ways to pick up Chlamydia tests as people maybe embarrassed walking into get one.”
Action:
Letters have been sent to all students advertising the website to order postal Chlamydia kits.
Answer:
“better magazines — more recent”
Action:
An advert has been posted on the staff notice board requesting more recent magazines.
Answer:
“The only improvement that I’d like is that the doctor can sometimes hold appointments in the afternoon”
Action:
We have held several afternoon sessions and are in consultation with the doctors regarding future afternoon sessions.
Any other comments:
“The Health Centre seems to be well organised and covers several aspects of problems students would or could encounter so I am very pleased.”
“I have not got any improvements to suggest but would like to say how impressed I was with both reception staff and doctor, they were helpful and understanding so, Thank you.”
Inclusion Team - Student Feedback
A selection of comments from the recent questionnaire regarding Learning Facilitator (LF) Support
- I am very satisfied with my LF Support.
- You can’t improve perfection.
- I have no complaints at all. My LF has fully supported me through the last 12 months. The only thing I can think of to improve the system would be closer monitoring of student absenteeism when the LF attends for the absent student.
- Some knowledge of the subject matter and them being given notes in advance of the seminar or lecture.
- Letting them have a laptop to type up notes, allowing for time spent apart from the student, they are not supposed to be joined at the hip. Having a sense of humour.
- None. She was perfect!
- Better communication from the library. More power for the LF to help with issues like parking. Better responses from the bodies who arrange exam conditions.
- Over the last couple of years I have had no complaints about LF support and know of no areas which need improving. Without LF support I would not have achieved as much as I have today and am grateful for all the support I received.
- I can think of no other things. I am extremely satisfied with my LF’s. Thank you.
- I am very happy with my LF support and I hope things continue next year.
- Give them more time.
- Try to find different ways that are more beneficial to help me revise. Working a bit more on grammar and punctuation. Work on writing styles/sentence structure etc.
- Everything about my LF is more than satisfactory. An asset to all Facilitators.
- No need for improvement.
Last updated: 11-Jun-2008
