How we're performing

We're dedicated to providing the best services and customer care to people affected by Parkinson's.

Helpline

Highlights from our helpline user survey 2017 (92 respondents):

  • 96.3% of survey respondents rated the service as either excellent or good.
  • 97.6% would recommend the helpline to others.
  • In total, 96.4% of respondents got the information and advice that they needed.

Percentage of calls answered within 5 rings:

YEAR 2017 2016 2015 2014 2013
Target 80% 80% 80% 80% 80%
Actual 80% 81% 79.2% 82% 81.5%

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Resources

In 2017, 478,455 information resources were ordered from our website. The information pages received, on average, 220,000 unique views per month. Since we updated our website, in April, these pages have received 1.99 million unique views.

Percentage of users who found our resources useful and helped them manage life with the condition:

Year 2017 2016 2015 2014 2012
Target 95% 95% 95% 95% 95%
Actual 95% 96% 97% 98% 98%

Parkinson's Local Adviser service

Across the UK in 2017, over 12,500 people affected by Parkinson's used our Parkinson's Local Adviser service.

Highlights from our service user survey 2017 (273 respondents):

  • 98.4% felt the adviser was very friendly and polite.
  • 97.1% would recommend the service to others affected by Parkinson's.
  • 92% of respondents said that the information or support provided helped them to make choices that improved their life in some way.

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Self-management programme

Across the UK, 369 people attended 33 groups in 2017 and the overall attendance level was 90%. Of the 224 people who provided feedback about the programme:

  • 96% rated the self-management programme as excellent or good.
  • 99% found it helpful to talk to others about Parkinson's in this way.

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Peer support service

In 2017, 84 people used the Parkinson's peer support service.

Highlights from our peer support service user survey 2017 (25 respondents):

  • 91.3% felt that the service helped them.
  • 83.4% said the support they received made them feel more positive about their current situation.
  • 95.8% rated the service as excellent or good.
  • 95.8% would recommend the service to others

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Customer care

94% of our correspondence was acknowledged or responded to within 5 working days in 2017 (2016: 92%).

We measure the ratio of negative feedback we receive compared with positive feedback.

Our target is that we don't receive more than 25% of negative feedback.

Percentage of negative feedback compared to positive feedback

Year 2017 2016 2015 2014 2013
Target 25% 25% 25% 25% 25%
Actual 9% 13% 9% 11% 14%

Take a look at our feedback and complaints procedure (PDF, 164KB).

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You said/we did

Here are some examples of how your feedback in 2017 has made a difference and improved the way we do things for people affected by Parkinson's:

Young onset Parkinson's

You told us that we could do more to represent the needs of younger people affected by Parkinson's. 

So we:

  • came together with younger people affected by Parkinson's, including those who represent independent charities and networks, under the Younger Parkinson's Alliance, to work collaboratively to take forward a bespoke programme of work
  • piloted a tailored online self-management programme
  • held First Step sessions for younger people who are newly diagnosed
  • are, under the Younger Parkinson's Alliance and in collaboration with expert clinicians and researchers, developing a consensus statement on the treatment of young onset Parkinson's

Mental Health

You told us that our policy work didn’t address concerns people had about mental health problems associated with Parkinson’s.

So, we reconfigured the team and recruited a staff member to focus on mental health, alongside dementia. We’re working on our mental health strategy, which includes the All-Party Parliamentary Group’s enquiry and report on the mental health needs of people living with Parkinson’s.

Taking education further

Occasionally, we’ve been unable to provide a training presentation within a care home. This happens when we don't have a volunteer educator available at the time within an area.

We now provide access to online learning modules for care home staff. This solution has resulted in 31 people opting to learn online in 2017. This method also means we can provide training to care homes located in more remote areas of the UK, where volunteer educators are not always available.

Helping you find local activities

You told us what activities would best help you maintain control and manage your condition. With more and more activities becoming available across the UK, we had to find a way to make this information easily available to you.

Staff and volunteers worked extensively inputting information about activities from all areas of the UK into the database that is now live on our website. With a simple postcode search, you can now find local activities for you.