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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 2015 has made a difference and improved the way we do things for people affected by Parkinson's:

Raising public awareness

You shared your negative experiences because of the public's lack of awareness of Parkinson's.

We developed and piloted awareness raising sessions for customer-facing organisations. Find out more about Parkinson's in your workplace.

Being diagnosed

You told us about the negative impact your diagnosis appointment had on you.

The Excellence Network has produced guidance for health professionals on how to improve the experience of diagnosis. The resource gives tips on how to structure services, improve communication and increase access to information.

Nurse call-back times (helpline)

The helpline evaluation survey showed us that some of you found it frustrating that a nurse call-back could take up to 48 hours.

We have changed the standard nurse call-back time to within 24 hours. For many, this will mean a call on the same day.

Involving you in research

The Research Support Network said we should provide more opportunities for them to work alongside researchers to help shape research.

We developed our Patient and Public Involvement pilot programme. In the meetings, people affected by Parkinson's get the opportunity to comment on and shape vital Parkinson's research.

Creative writing

You told us we could do more to support and promote this creative outlet.

In late 2015 we asked for creative writers affected by Parkinson's to help us develop ideas to better support creative writing.

We held a workshop, and as a result we're now developing an online creative writing toolkit alongside a group of creative writers with Parkinson's.

We're aiming to launch the toolkit towards the end of 2016.

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