Listening to feedback from people who use Lancashire Mind services helps us to continually improve and adapt to make sure we're doing the right thing.
But, we don't just want to hear from people already using our services, we'd love to hear from anyone in Lancashire who has thoughts and ideas about the work we do now or what you'd like to see us offer in future. Tell us anything that you think could be helpful in shaping the services we provide.
You said, we did
Covid-19 update: From the start of the Covid-19 pandemic, we made contact with individuals, groups and organisations who use our services, to ask how we could continue to provide support at a time when face-to-face services had to be paused. This led to us quickly setting up remote services, offering one-to-one support via telephone, video call, SMS, etc., depending on what individual's preferred. We shifted our fully face-to-face training to online delivery within six weeks and started to develop digital resources to continue to support the schools and children and young people we were working with. We spoke to supporters to design ways in which they could continue to fundraise for us despite events and all face-to-face activities having to be cancelled. As we move back towards being able to deliver face-to-face services, we will ask how we can best do this, to ensure we're offering a range of options for how people access our services going forwards.
Here are some examples of the things people told us or asked for, prior to the Covid-19 pandemic, and what we did in response:
|Tenants asked for||We did|
|Suggestion cards for their feedback, ideas and reporting repairs||All tenants were given suggestion cards within 6 weeks of asking|
|A newsletter with updates and information about Lancashire Mind's services||The Tenancy Management Team developed a quarterly newsletter, including all Lancashire Mind services and how to get involved|
|More activities and social events||The first social event took place in March 2020. More were planned but we had to pause these due to Covid-19|
|An opportunity to meet all tenancy staff, not just their key worker||The Tenancy team shadowed each other for appointments in February and March 2020 so tenants could meet everyone|
|Bounce Forward clients asked for||We did|
|Shorter activities for Year 5 teachers self-delivering Bounce Forward so they can fit them into their week (Autumn 2018)||The Bounce Forward team split the programme of ten 1-hour sessions into shorter 30 minute activities for inclusion in the Teacher's Resource Pack (Jan 2019)|
|Children asked for Session 4 to be more practical and less booklet orientated (Sep 2018)||The team co-produced a new session with the Young People's Executive Group to include more practical activities that give the children something tangible to take with them (Jan 2019)|
|Children fed back that the new surveys created by HeadStart were too long, too upsetting and a bit intense for 9-10-year olds (Jan 2019)||The team took this feedback to the HeadStart Lead, they intially wanted to continue with the survey but agreed to more to a shorter, validated and child-friendly survey from September 2019|
|Several teachers gave feedback that they would like to see a more in-depth session from the Basics be created surrounding the topic ‘Not Being Judged’ (Oct 2019)||A bespoke session was created based around the Resilient Move: Not Being Judged – it included discrimination, prejudice, respect and self-respect (Dec 2019)|
|Wellbeing Coach clients asked for||We did|
|More flexible appointment times and longer sessions||The Wellbeing Coach Team agreed to earlier/later sessions to fit in with work commitments and offered longer appointments on request|
|Flexibility with the structure of sessions to ensure the best outcomes for individuals||Wellbeing Coaches adapt to the needs of the client whilst ensuring they cover all necessary steps and interventions within the time frame of the six sessions|
|Training delegates said||We did|
|It would be useful to have signposting information on slides, plus contact numbers and resources to take away after the Suicide Awareness Seminar||The Training Team ensured this was included in all future seminars|
|Lancashire community groups asked for||We did|
|The Wellbeing Challenge to be offered in community settings for different age groups||The Community Development Team adapted the programme and successfully attracted funding from BUPA UK Foundation to pilot the programme with 30 to 50 year olds|
|Happier Lancashire talks on the five ways to wellbeing to be more widely available||The team adapted the programme to keep it as a universal offer but more accessible for a wider rage of communities and age groups|