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How we're performing

Raman and Sushila Parmar reading a Parkinson's UK publication
We are dedicated to providing the best services and customer care to people affected by Parkinson's.

We set ourselves high standards and targets and monitor these on a regular basis to ensure we are achieving our aims.

Here you'll find information about our performance in various areas, including full evaluation reports.

How Parkinson's UK makes a difference

You can see what we achieved in 2014 with your help in our latest impact report.

My pharmacist told me that my tablets were not available, and my Parkinson's nurse was on leave. So I called the helpline and they cleared a week's worry in less than 1 minute.

Person with Parkinson's, 2014

Helpline

Highlights from our helpline user survey 2015 (59 respondents):

  • 100% of survey respondents rated the service as either excellent or good.
  • Almost 97% would recommend the helpline to others.
  • In total, 95% of respondents got the information and advice that they needed.

These figures show an increase in satisfaction levels compared with 2014.

Percentage of calls answered within 5 rings:

Year 2015 2014 2013 2012
Target 80% 80% 80% 80%
Actual 79.2% 82% 81.5% 81%

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Resources

In 2015, 883,534 information resources were ordered or downloaded from our website.

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

Year 2015 2014 2013 2012
Target 95% 95% 95% 95%
Actual 97% 98% 98% 94%

Parkinson's Local Adviser service

Across the UK in 2015, just over 13,000 people affected by Parkinson's used our Parkinson's Local Adviser service.

Highlights from our Parkinson's Local Adviser service user survey 2015 (313 respondents):

  • 97% felt the adviser was very friendly and polite.
  • 97.5% would recommend the service to others affected by Parkinson's.
  • 90% of respondents said that the information or support provided helped them to make choices that improved their life in some way.

Before September 2015 Parkinson's local advisers were called Information and Support Workers.

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Self-management programme - a path through Parkinson's

Across the UK, 349 people attended 32 groups in 2015 and the overall attendance level was 91%. Of the 308 people who provided feedback about the programme:

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

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Peer support service

In 2015, 80 people used the Parkinson's peer support service.

Highlights from our peer support service user survey 2015 (35 respondents):

  • 81% felt that the service helped them.
  • 84% would return to the service for further help.
  • 90% would recommend the service to others.

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Customer care

  • 88% of our correspondence was acknowledged or responded to within 5 working days in 2015 (2014: 89%)

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 2015 2014 2013 2012
Target 25% 25% 25% 25%
Actual 9% 11% 14% 17%

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 2016 has made a difference and improved the way we do things for people affected by Parkinson's:

Research Support Network

Our Research Support Network rebranded - and members were heavily involved in choosing a new tag line, descriptors and visual identity through focus groups and 1-2-1 interviews.

We also took on board a member's suggestion that we make the emails we send out asking for research participants clearer by introducing new icons.

Saying thank you to local groups

A local group told us they feel the charity doesn't show sufficient value or appreciation for funds raised, feeling an acknowledgement letter from our CEO Steve Ford isn't enough.

To solve this, the Senior Leadership Team launched a 'ring up and say thank you' programme, where groups will receive personal calls to acknowledge cheques.

Brain Bank donations

We received feedback from people that they couldn't donate their loved one's brains to research according to their wishes, as they didn't know they needed to keep their body cool after death.

As a result, we have:

  • produced a new information sheet explaining, step-by-step, the process that families and professionals need to follow to have the best chance of a successful donation. This was sent to all registered donors in late 2015 and is now included in the pack sent to all new donors.
  • updated our Brain Bank information booklet, which is given to anyone considering becoming a donor, with information about body temperature for successful donation.

Creative writing

You told us we could do more to support and promote the creative writing of people affected by Parkinson's.

Throughout 2016 we worked with creative writers affected by Parkinson's to develop a creative writing toolkit, which aims to support and showcase this creative outlet.

The Parkinson - 'Getting to know...' interviews

Some people affected by Parkinson's on our Editorial Board told us that they're always hearing about local advisers and various other charity staff who might support them but don't necessarily understand what they do and can offer.

We've introduced the new 'Getting to know...' interviews in The Parkinson magazine where people can find out more about the ways different Parkinson's UK staff and others can support them and get a much deeper understanding of the charity staff and their roles.