Family Satisfaction Survey Report of Findings

October 2005

Contents Page

Page No

1. Introduction 2

2. Methodology 2

3. Results 3

• Breakdown of Data Collected 4 • Awareness of Sure Start 5 • Usage of Services, Groups and Buildings 8 • Overall Satisfaction Rating 11 • Breakdown of Questionnaire Results by Postcode Area 11

4. Recommendations and Conclusion 18

5. Appendices

• Questionnaire

1 1. Introduction

Sure Start Shrewsbury is a sixth wave programme situated in the Borough of Shrewsbury and Atcham. It takes in much of North Shrewsbury, encompassing postcodes within the wards of Castlefields, Ditherington, , Harlescott Grange and .

The area consists of five distinct neighbourhoods and is currently populated by 821 children aged 0-3 years as at June 2005*. In addition, Sure Start Shrewsbury also covers the Children’s Centre areas of Sundorne Grove and parts of Monkmoor, however, this survey and report covers the specific Sure Start postcoded area only. (*Source: Exeter System (GP Registration System), County Primary Care Trust).

Sure Start Shrewsbury works in partnership and commissions services with various statutory and voluntary organisations including the PCT, Early Years and Childcare Team, Social Services, Home Start and Job Centre Plus to address the targets and objectives set by the Sure Start Unit.

It is a requirement for Sure Start Local Programmes to undertake a survey to measure levels of service satisfaction within their programme area. Therefore, a survey has been devised centring around the awareness of Sure Start Shrewsbury and the usage of services, comprising:

• Analysis of family unit • Awareness of the Sure Start Shrewsbury Programme • Usage and awareness of Sure Start Shrewsbury’s commissioned services • Issues around membership and activities aimed specifically at fathers • Levels of service satisfaction

It was anticipated the data collected could be used to help Sure Start Shrewsbury:

• Gain up to date knowledge about community issues and views • Inform and assist with programme planning and development • Measure levels of service usage and satisfaction within the programme area thus highlighting any issues or gaps

2. Methodology

To collect the views of local parents a survey was devised as detailed below:

• Questionnaire Design – a simple questionnaire adopting the Likert scale was developed - see Appendix 1. It was decided to keep the questionnaire brief and simple in the hope that this would encourage more parents to complete it. A small thank you gift was offered to each family who completed the questionnaire in the form of a book for each pre-school aged child.

• Target Respondents – the questionnaire was targeted at families living within the Sure Start Shrewsbury postcoded area via a copy of the population listing obtained from the PCT. A random sample of families was selected to receive the survey in the hope that all sectors of the local community would be represented including groups considered to be ‘hard to reach’.

In addition, it was also decided to target the questionnaire at two specific groups – Buttercup Babes, a young mums group and the Dads Football sessions. Previous consultation exercises have shown young parents and fathers are less likely to become involved to share their experiences and views.

2 • Delivery of Data: the majority of the questionnaires were sent out via the postal system. A small number (approximately 20) were distributed at the groups identified above.

• Timescales: - the questionnaire was delivered during March 2005 - data was collated and analysed over the Summer of 2005 - report detailing results made available during Autumn 2005

• Ethics – the respondents were given the option to omit their name or address. A tear off slip was incorporated in to the survey design to separate personal details from satisfaction ratings to ensure anonymity. This was explained in the questionnaire to encourage people to give frank responses without the fear of any reproach.

3. Results

The PCT population listing identified 629 potential households with children under 4 years of age that the survey could be targeted at. A random sample of 212 families was selected (taking every 3rd family) to receive the survey. A further 20 questionnaires were targeted at specific groups that had been identified as harder to reach.

The table below provides a breakdown of the completed questionnaires received by distribution type.

No of Questionnaires Number of Surveys Percentage Response Distributed Completed Rate Postal 212 34 16% Targeted Groups 20 9 45% Totals 232 44 19%

Upon receipt, each questionnaire was checked to establish if it had been completed by a family living in the Sure Start Shrewsbury postcoded area as detailed in the following table:

Number of Questionnaires Completed Number Percentage (%) All Questionnaires 44 100 SSS postcode area only 41 93 Non SSS postcode area 1 2 Postcode not completed by the respondent 2 5

This table confirms that the majority of surveys were completed by families with a Sure Start Shrewsbury postcode. This is to be expected because the questionnaire was specifically distributed within the programme area. It is understood that the family who sent a questionnaire who did not have an eligible postcode had recently moved house.

In addition, analysis was completed to check if any questionnaires had been submitted by families who either had no children or they were aged over 4 years of age.

Number of Questionnaires Completed Number Percentage (%) All questionnaires 44 100 Respondent had no children 0 0 All children within household aged 4 years and older 1 2

3 Breakdown of Data Collected

Gender

Of the 44 surveys – 43 were completed by females, ie 98%. This means the survey was completed by just one man. This rate was low despite specific targeting at a men’s group, ie at SSS’s football sessions. Analysis showed that the men appear to have taken the questionnaires home and then the female partner within the household completed it! This viewpoint can be assumed because the questionnaires distributed at the football sessions were copied on to a different colour paper to enable their source to established.

Age Group

The following table provides a breakdown of the ages of the respondents:

Number of Questionnaires Completed Years of Age No of Respondents Percentage (%) 16-19 4 9 20-29 22 50 30-39 17 39 40-49 1 2 50-59 0 0 60 plus 0 0 Total 44 100

The table shows that the survey was predominantly completed by people in the 20 to 39 years age range, ie 89% of the survey sample. The proportion of teenage respondents was relatively small at 4 (9% of the total number of questionnaires), however this is still felt to be an improvement on previous surveys.

In addition, to some extent the views of younger parents were measured because some of the respondents would have been in their teens when they had their first child.

Partner Living With Respondent

Of the 44 questionnaires completed, 30 people (68%) said they lived with a partner. A further 12 people (27%) said they lived alone and 2 people chose not to answer this question.

Analysis of Family Unit

As expected, owing to the targeting of the survey, all the people surveyed stated they had children. Although the survey was targeted at families with children under 4 years of age, one respondent stated their children were all older.

Two respondents (5%) indicated they were expecting a baby at the time they completed their questionnaire.

Breakdown of survey sample by age range of children Number of Respondents Number % Children under 4 years of age only 34 77 Families with children under and over 4 years of age 9 21 Families with children over 4 years of age only 1 2 No of respondents who stated the age of their children 44 100

4

Breakdown of Responses by Family Size No of Children in Family 1 child 27 30 2 children 12 25 3 children 2 20 4 children 2 15 5 children 1 10 Total 44 5 No of Respondents of No 0 1 child 2 children 3 children 4 children 5 children

This data shows that a large proportion of the respondents had one child (61%). A further 27% (12 people) stated they had 2 children. A small proportion of the respondents (5 people) stated they had three or more children.

Awareness of Sure Start Shrewsbury

A total of 42 people (95%) stated they had heard of Sure Start Shrewsbury with only two respondents saying they had not. The respondents were given a pick list to select how they had heard about Sure Start Shrewsbury. The following table provides a breakdown of the responses given:

How did the respondent find out about Sure Start Shrewsbury?

Type Number % Friend 6 14 Newsletter (SSS) 14 32 Midwife 3 6 SSS Staff 5 11 Health Visitor 5 11 SSS Website 0 0 More than one option selected: SSS Staff/Health Visitor 1 2 SSS Staff/Newsletter 1 2 Friend/Newsletter/Health Visitor 2 5 SSS Staff/Friend/Newsletter 1 2 Newsletter/Health Visitor 2 5 Other 2 5 Not applicable (ie not heard of SSS) 2 5 Not indicated 0 0 Total 44 100

The two people who responded ‘other’ to this question said they had heard about Sure Start Shrewsbury via their school and a young mums group.

As detailed above, 11 people gave more than one source when asked this question. The table following attempts to break down the multiple answers given to see if there was any indication of the most popular way people had found about SSS.

5

How did the Respondent find out about SSS – Breakdown of Multiple Sources

Type Single Response Only Multiple Response Total % Newsletter (SSS) 14 6 20 43 SSS Staff 5 3 8 17 Health Visitor 5 5 10 21 Friend 6 3 9 19 Totals 30 17 47 100

Analysis was undertaken to review if any of the identified ways of becoming aware of SSS were more popular depending on the age of the respondent. Analysis of the data concluded there were no specific trends by age group.

Sure Start Shrewsbury Membership

The respondents were asked about Sure Start Shrewsbury membership. The tables and graph below summarise the feedback received:

Is the Respondent a Member?

Membership Status Number Percentage Yes 30 68 No 12 27 Don’t Know 2 5 Not Indicated 0 0 Total 44 100

The table confirms that a large proportion of the survey participants were existing members which indicates they were more likely to be aware of the programme.

Members by Age Range

16 14 This graph provides a breakdown of 12 10 the number of respondents who stated 8 they were a member split by age range: 6 4

No of Members 2 0 16-19 20-29 30-39 40-49 50-59 60 yrs + yrs yrs yrs yrs yrs

Respondents were given the opportunity to indicate if they would like to register as a Sure Start Shrewsbury member. The following table summarises the responses received to this question.

Would the Respondent Like to Become a Member?

Membership Status Number Percentage Yes 9 21 No 5 11 Not Applicable (ie already a member) 30 68 Don’t Know 0 0 Not Indicated 0 0 Total 44 100 6 The table shows that of the 14 people who stated they either were not or did not know if they were members, 9 were interested in registering, ie 64%.

Please note an attempt to break down membership status by geographical area is detailed on page 11.

Sure Start Shrewsbury Membership Welcome Pack

The respondents were asked if they had received their Sure Start Shrewsbury welcome pack. The pack includes a keyring detailing the family’s membership number, what’s on information and a £5 Morrisons thank you voucher. A total of 20 people stated they had received their pack with a further 10 people saying they were currently waiting for it. Ten people stated where they would like to receive their pack and gave the following answers:

Group or drop in - 2 people At home - 6 people Other - 1 person (at a non SSS activity)

Support for Fathers

During 2005 Sure Start Shrewsbury has been active in encouraging fathers to come to activities and events. The survey included a section asking if families would be interested in specific activities for dads. The following data details the responses given to this question:

Response Given Dad’s Group Dad’s Activities Number Percentage Number Percentage Yes 12 27 16 36 No 22 50 28 64 Not Indicated 10 23 0 0 Total 44 100 44 44

The results suggest that some participants were interested in activities for fathers although a specific Dad’s Group was not strongly supported. A contact name and telephone number was passed to the Community Team if a respondent indicated they were interested in support for fathers.

Please note an attempt to break down membership status by geographical area is detailed on page 11.

Are There Any Services Respondents Would Like to See Offered to Families?

The respondents were asked to consider if there were any services they would like to access that they felt were not currently available. Detailed below are the responses given by the respondents:

• Creche • There should be a group where mums and dads can go without being made to feel uncomfortable • Information regarding nannies/babysitters available • Help to Quit, Sunflower Nursery • Travel services perhaps to enable those without transport to get around and visit places/groups that they may not get to on foot. • More fitness sessions, swimming, etc.

It is interesting to note that Sure Start Shrewsbury provides many of these services and activities. Despite regular promotion via the newsletter it appears some families are not aware of the range of activities they can access.

7 Usage of Services

The respondents were asked to state, using a pre-defined pick list, which SSS services they have heard of or currently use. The table and graphs below provide a summary of the responses received.

Service Name Heard of Attended Satisfaction Rating Given (if provided) (Data by no of It Respondents) No % No % Very Satisfied Dissatisfied Very Not Satisfied Dissatisfied indicated Playbus 28 63 10 23 5 5 1 0 33 BURPS 15 34 1 2 0 1 0 0 43 Rhyme Time 11 25 10 23 8 3 0 0 33 COSY Creche 7 16 4 9 3 1 0 0 40 Job Centre + 7 16 8 18 2 6 0 0 36 Bright Sparks 8 18 3 7 1 4 0 0 39 CIS 4 9 3 7 2 2 0 0 40 Early Start 4 9 0 0 0 0 0 0 44 Home Start 17 39 1 2 1 2 0 0 41 Childminding 10 23 0 0 1 2 0 0 41 Care Plus 6 14 0 0 0 1 0 0 43 Incredible Yrs 4 9 1 2 1 0 0 0 43 Portage 2 5 1 2 1 0 0 0 43 Midwife PRD Supp 3 7 0 0 0 0 0 0 44 Rainbow Nursery 15 34 2 5 3 1 0 0 40 Sunflower Nursery 23 52 5 11 5 1 0 0 38 Money Matters 3 7 0 0 1 1 0 0 42 Toothbrush Exchange 4 9 0 0 0 0 0 0 44 Through the Doorway 6 14 9 20 6 3 0 0 35

The graphs below detail the number of people who answered yes to the question whether they had either heard of or attended a service. The remaining answers were either no or a non response was recorded.

Heard of SSS Services

30 20 10 0

CIS TTD PRD No of Responses Yes =

Bright COSY Money BURPS Portage Playbus Rainbow

Care Plus Job Ctre + Ctre Job Early Start Sunflower Incred Yrs Home Start Home Toothbrush Rhyme Time Rhyme Childminding

The questionnaire results indicate that awareness of the programme’s services, at the time the survey was conducted, was mixed. In addition, as detailed in the next graph, attendance amongst the respondents was quite low.

It should be borne in mind that the survey results have been collated from 44 completed questionnaires, therefore, it is not possible to ascertain if this is a general trend across the programme area. However, it may be beneficial for the programme team to consider further promotion of the range of services under the SSS umbrella. 8 Attendance at SSS Activities & Services

12 8

4

yes = Response 0

CIS TTD PRD

COSY Money BURPS Portage Playbus Rainbow Early Start Plus Care Yrs Incred Sunflower Job Ctre + Ctre Job Home Start Home Toothbrush Rhyme Time Rhyme

Sparks Bright Childminding

Page 11 of this report provides a summary of usage by area indicating any trends in take up of services.

The questionnaire gave the participants the opportunity to make any comments they wanted to about Sure Start Shrewsbury’s groups and activities. The feedback received is listed below:

• My 3 year old attends Rainbow Nursery which I think is excellent and the staff are fantastic. • The activities my daughter and I go to we enjoy very much. • I have not attended any of the groups as I was unaware they were available. • I attended the dancercise which has now finished. I enjoyed it and would like something like aerobics to begin. • Groups I attend are excellent and support the whole family. I have heard of some of the other groups but don’t attend as they fall on the same day as other group attending. • Baby massage would have been great but it was week 3 before the information came through. Pamper morning I would do if they were more friendly group. • Would like more information on Rainbow Nursery. • I would like to find out more about some of the groups but I work Monday-Friday. Are there any leaflets I could get? • I had experience in breastfeeding my 1st child for 3 months only and struggled but enjoyed! I breast fed my 2nd child for one year and enjoyed every moment. It didn’t come naturally (I think this is a false statement.)

On the whole the feedback was positive and indicated families would like more of the services offered.

Awareness of Sure Start Shrewsbury Buildings

The questionnaire asked respondents if they had heard or visited any of the SSS buildings, namely Sunflower House, Honeysuckle Lodge and Buttercup Lodge. The following table details levels of aware ness amongst the respondents and includes satisfaction ratings where applicable.

Building Name Heard of Attended Satisfaction Rating Given (if provided) (Data by no of It Respondents) No % No % Very Satisfied Dissatisfied Very Not Satisfied Dissatisfied indicated Buttercup Lodge 16 36 13 30 12 1 0 0 31 Honeysuckle Lodge 14 32 7 16 5 3 0 0 36 Sunflower House 17 39 15 34 15 2 0 0 27

It is encouraging to see that a third of the respondents had heard of SSS’s buildings considering they only became available during the period July to December 2004. In addition, the participants were satisfied with the buildings.

9

Awareness of SSS Groups and Drop Ins

Sure Start Shrewsbury runs a range of groups and drop ins for families living in North Shrewsbury. The survey asked people if they had heard of or attended any of these sessions. Detailed below is a summary of the responses provided including ratings of satisfaction.

Group Name Heard of Attended Satisfaction Rating Given (if provided) (Data by no of It Respondents) No % No % Very Satisfied Dissatisfied Very Not Satisfied Dissatisfied indicated Beat the Blues 5 11 0 0 0 0 0 0 44 Twins Group 6 14 1 2 0 0 1 0 43 Young Mums 6 14 2 5 2 0 0 0 42 (Buttercup Babes) Under Ones 6 14 1 2 0 0 1 0 43

The results suggest that the groups are not widely known within the community. However, it should be noted that at the time the survey was conducted (April 2005) these groups were newly formed and therefore in the early stages of establishing and promoting themselves. The satisfaction ratings for the groups were mixed - it would be interesting to run a comparison when they have been running for longer.

Drop In Name Heard of Attended Satisfaction Rating Given (if provided) (Data by no of It Respondents) No % No % Very Satisfied Dissatisfied Very Not Satisfied Dissatisfied indicated Honeysuckle Lodge 9 20 2 5 2 0 0 0 42 Buttercup Lodge 11 25 3 7 1 2 0 0 41 Sunflower House 13 30 2 5 2 0 0 0 42 Richmond House 7 16 5 11 2 4 0 0 38 Childminding Drop In 3 7 0 0 0 0 0 0 44

The results show that of the small number of people who gave a rating, satisfaction with the drop ins is good. Although the number of respondents who stated they went to the drops ins was quite low, it should be noted that attendance does fluctuate and that at the time the survey was conducted they were still relatively new.

The respondents were given the opportunity to give any feedback they wished on the drop ins and groups. Following below is a summary of the feedback received:

• Never knew about Under 1s or any others. • It would be great to hear regularly by post info about all services. • Going to start to go this week to Under 1 Group. It’s improving, a little slow getting information and sometimes only by word of mouth through parents. • Didn’t know about these. • A befriender would help those who cannot “go alone”. A lot of parents find it difficult to attend without someone with them. Perhaps a Sure Start employee could become this befriender or employ a mother who is willing to take this on!! • I attended the Under 1s Group on its 2nd week, no one seemed to know why they were there. I was unable to attend the following week, but will go back to support the group and help it to get off the ground. • I feel the Twins Group would benefit from more advertising via midwives and health visitors to get more twin mums interested.

10 • At Richmond House the other mothers were not particularly talkative, they were clicky and my husband was made to feel very uncomfortable as if he shouldn’t have been there. • I have attended one drop in at Castlefields on a Friday – was made welcome, but was surprised by how much chocolate and juice were available for the children. Could you not provide more healthy options, eg fruit. • The group I go to has helped me a lot. (Young Mums) • My daughter has attended Buttercup Lodge since last September 3 mornings a week.

The feedback received shows that the families find the drop ins useful, however, some comments were made suggesting revisions that could be made relating to further awareness raising and promotion and accessibility for fathers.

Overall Satisfaction rating

Respondents were asked how satisfied they felt overall with the services Sure Start Shrewsbury provides in the area. The table and graph below details the responses given:

Overall Very Satisfied Dissatisfied Very Don’t Not Total Satisfaction Satisfied Dissatisfied Know Indicated Rating 21 9 1 0 6 7 44

SSS - Overall Satisfaction Ratings The results show that the majority

of the respondents are satisfied with

25 the services Sure Start Shrewsbury 20 provides, ie 48% are very satisfied 15 10 and 20% are satisfied. There was 5 one dissatisfaction rating given – the 0

No ofNo Respondents issues raised by this respondent have

Not now been resolved. Very

Very Satisfied Satisfied Indicated

Dissatisfied Dissatisfied Don't Know

Breakdown of Questionnaire Results by Postcode Area

The following graphs and tables consist of an attempt to summarise the data provided by geographical area. For the purposes of this report only the Sure Start Shrewsbury area was split in to four approximate areas in line with the communities of Ditherington, Castlefields, Sundorne and the Grange.

Area No of Surveys Breakdown by Area - Questionnaires Received

Received 16 Castlefields 7 14 Ditherington 7 12 10 Grange 15 8 Sundorne 12 6

No of Respondents 4 Postcode Not Indicated 2 2

Ineligible Postcode 1 0 Castlefields Ditherington Grange Sundorne Postcode Not Ineligible Total 44 Indicated Postcode

The table above confirms that the largest proportion of surveys was received from families living in the Grange area of North Shrewsbury.

11 Respondent Profile Area Gender Age of Respondent (Years) Partner Residing* Pregnancy Male Female 16-19 20-29 30-39 40-49 Yes No Indicated Castlefields 0 7 0 3 4 0 6 0 0 Ditherington 0 7 1 4 2 0 3 4 1 Grange 1 14 1 11 3 0 8 6 0 Sundorne 0 12 2 3 7 0 10 2 1 Postcode Not 0 2 0 1 0 1 2 0 0 Indicated Ineligible Postcode 0 1 0 0 1 0 1 0 0 Total 1 43 4 22 17 1 30 12 2

(*2 people did not indicate if they had a partner living with them.)

Child Profile

Area Surveys by Child Age Group Surveys by No of Children In Family Under 4 Under & Over 4 One Two Three Four Total Yrs Only Over 4 Yrs Yrs Only + Castlefields 5 2 0 5 0 1 1 7 Ditherington 5 2 0 5 2 0 0 7 Grange 13 1 1 8 4 1 2 15 Sundorne 9 3 0 8 4 0 0 12 Postcode Not Indicated 1 1 0 1 1 0 0 2 Ineligible Postcode 1 0 0 0 1 0 0 1 Total 34 9 1 27 12 2 3 44

Awareness of Sure Start Shrewsbury

Heard of SSS By Area Area Heard of SSS? Yes No 20 No % Castlefields 7 100 0 15 Ditherington 7 100 0 10 Grange 14 93 1 5 Sundorne 11 93 1 No ofNo Respondents 0 Postcode Not 2 100 0 Castlefields Ditherington Grange Sundorne Postcode Ineligible Indicated Not Postcode Ineligible Postcode 1 100 0 Indicated Total 42 - 2

Area How Did the Respondent Hear About Sure Start Shrewsbury? F N M S H W S/H S/N F/N N/H F/N O N/A /H /S Castlefields 3 1 1 1 1 0 0 0 0 0 0 0 0 Ditherington 1 3 0 0 1 0 0 0 0 2 0 0 0 Grange 1 5 0 2 1 0 1 0 2 0 0 2 1 Sundorne 1 3 2 2 1 0 0 1 0 0 1 0 1 Postcode Not 0 2 0 0 0 0 0 0 0 0 0 0 0 Indicated Ineligible 0 0 0 0 1 0 0 0 0 0 0 0 0 Postcode Total 6 14 3 5 5 0 1 1 2 2 1 2 2 12

Key: F = Friend N = Newsletter M = Midwife S = SSS Staff H = Health Visitor W = Website S/H = SSS Staff/ S/N = SSS Staff/ F/N/H = Friend/ N/N = Newsletter/ Health Visitor Newsletter Newsletter/Health Health Visitor Visitor O = Other N/A = Not Applicable N/I = Not Indicated (ie not heard of SSS)

Sure Start Shrewsbury and Membership

Area SSS Member? Like to be Received SSS Member? Welcome Pack Yes No Don’t Yes No Yes No Know Castlefields 5 2 0 1 1 3 2 Ditherington 6 1 0 1 0 2 3 Grange 9 4 2 5 1 7 2 Sundorne 9 3 0 2 1 7 2 Postcode Not Indicated 1 1 0 0 1 1 0 Ineligible Postcode 0 1 0 0 1 0 1 Total 30 12 2 9 5 20 10

If the number of members within an area is compared against the questionnaires received also in that area, membership levels can be concluded as below. However, this is only an indication of membership levels across the surveys received and not the programme area.

Castlefields Ditherington Grange Sundorne 71% 86% 60% 75%

This shows that a large proportion of the people who completed the survey were existing SSS members despite the random sample selected using the PCT’s population listing.

Sure Start Shrewsbury Activities for Dads

Area Dad’s Group Dad’s Activities Yes No Not Indicated Yes No No % No % No % No % No % Castlefields 3 43 3 43 1 14 4 57 3 43 Ditherington 1 14 3 43 3 43 1 14 6 86 Grange 7 46 4 27 4 27 8 53 7 47 Sundorne 1 8 9 75 2 17 3 25 9 75 Postcode Not Indicated 0 0 2 100 0 0 0 0 2 100 Ineligible Postcode 0 0 1 100 0 0 0 0 1 100 Total 12 - 22 - 10 - 16 - 28 -

The results indicate that interest in groups and activities for dads was quite mixed. It appears the respondents in the Castlefields and Grange areas were slightly more interested in such initiatives.

13 Awareness of Sure Start Shrewsbury Services, Groups and Buildings

Following is an attempt to analysis the survey service usage results based on geographical area. Only services that received a heard of or attended response have been included in the listing.

CASTLEFIELDS (7 Questionnaires)

Service Name Heard of Attended Satisfaction Rating Given (if provided) (Data by no of No % No % Very Satisfied Dissatisfied Very Not Respondents) Satisfied Dissatisfied indicated Services: Playbus 5 71 2 29 1 1 0 0 5 BURPS 2 29 0 0 0 0 0 0 7 Rhyme Time 2 29 2 29 1 1 0 0 5 COSY Creche 1 14 2 29 1 1 0 0 5 Job Centre + 0 0 2 29 0 2 0 0 5 CIS 0 0 1 14 0 1 0 0 6 Home Start 3 43 0 0 0 0 0 0 7 Childminding 2 29 0 0 0 0 0 0 7 Care Plus 1 14 0 0 0 0 0 0 7 Rainbow Nursery 2 29 0 0 0 0 0 0 7 Sunflower Nursery 3 43 1 14 0 1 0 0 6 Through the Doorway 1 14 4 57 2 2 0 0 3 SSS Buildings: Buttercup Lodge 5 71 0 0 0 0 0 0 7 Honeysuckle Lodge 2 29 2 29 0 2 0 0 5 Sunflower House 3 43 2 29 1 1 0 0 5 Groups: Beat the Blues 1 14 0 0 0 0 0 0 7 Twins 2 29 0 0 0 0 0 0 7 Young Mums 2 29 0 0 0 0 0 0 7 Under Ones 2 29 0 0 0 0 0 0 7 Drop Ins: Honeysuckle Lodge 2 29 1 14 1 0 0 0 6 Buttercup Lodge 3 43 0 0 0 0 0 0 7 Sunflower House 3 43 0 0 0 0 0 0 7 Richmond House 1 14 0 0 0 0 0 0 7 Childminding Drop In 0 0 0 0 0 0 0 0 7

The results for Castlefields show that awareness of the range of services available was mixed. Some services such as Through the Doorway, Sunflower Nursery, Playbus and Home Start were more known to the respondents. It is interesting to note that amongst the respondents awareness of Honeysuckle Lodge and its drop in session was quite low when compared with knowledge of Sunflower House and Buttercup Lodge. However, overall satisfaction ratings were good.

14

DITHERINGTON (7 Questionnaires)

Service Name Heard of Attended Satisfaction Rating Given (if provided) (Data by no of No % No % Very Satisfied Dissatisfied Very Not Respondents) Satisfied Dissatisfied indicated Services: Playbus 5 71 1 14 0 2 0 0 5 BURPS 2 29 0 0 0 0 0 0 7 Rhyme Time 3 43 2 29 2 0 0 0 5 COSY Creche 1 14 1 14 1 0 0 0 6 Job Centre + 3 43 2 29 1 2 0 0 4 Bright Sparks 1 14 0 0 0 1 0 0 6 CIS 2 29 0 0 1 0 0 0 6 Early Start 1 14 0 0 0 0 0 0 7 Home Start 5 71 0 0 1 0 0 0 6 Childminding 3 43 0 0 1 0 0 0 6 Care Plus 1 14 0 0 0 0 0 0 7 Incredible Years 2 29 0 0 0 0 0 0 7 Portage 2 29 0 0 0 0 0 0 7 Midwife PRD Support 2 29 0 0 0 0 0 0 7 Rainbow Nursery 3 43 1 14 2 0 0 0 5 Sunflower Nursery 6 86 0 0 1 0 0 0 6 Money Matters 2 29 0 0 1 0 0 0 6 Toothbrush Exchange 2 29 0 0 0 0 0 0 7 Through the Doorway 1 14 1 14 1 0 0 0 6 SSS Buildings: Buttercup Lodge 2 29 3 43 4 0 0 0 3 Honeysuckle Lodge 1 14 3 43 3 0 0 0 4 Sunflower House 3 43 2 29 3 0 0 0 4 Groups: Beat the Blues 1 14 0 0 0 0 0 0 7 Twins 1 14 0 0 0 0 0 0 7 Young Mums 2 29 0 0 1 0 0 0 6 Under Ones 3 43 0 0 0 0 0 0 7 Drop Ins: Honeysuckle Lodge 3 43 1 14 1 0 0 0 6 Buttercup Lodge 3 43 0 0 0 0 0 0 7 Sunflower House 3 43 0 0 0 0 0 0 7 Richmond House 2 29 1 14 0 1 0 0 6 Childminding Drop In 2 29 0 0 0 0 0 0 7

Awareness of the range of SSS services amongst the Ditherington respondents was higher, although activity usage was mixed. Awareness of the Playbus, Home Start and Sunflower Nursery were amongst the highest rated services.

Again awareness of and attendance at drop ins was mixed. Generally the satisfaction ratings were good.

15

GRANGE (15 Questionnaires)

Service Name Heard of Attended Satisfaction Rating Given (if provided) (Data by no of No % No % Very Satisfied Dissatisfied Very Not Respondents) Satisfied Dissatisfied indicated Services: Playbus 10 67 3 20 2 1 1 0 11 BURPS 6 40 0 0 0 1 0 0 14 Rhyme Time 4 29 1 7 1 1 0 0 13 COSY Creche 3 20 0 0 0 0 0 0 15 Job Centre + 4 29 1 7 0 1 0 0 14 Bright Sparks 3 20 3 20 1 2 0 0 12 CIS 1 7 1 7 1 0 0 0 14 Early Start 1 7 0 0 0 0 0 0 15 Home Start 5 33 1 7 0 1 0 0 14 Childminding 3 20 0 0 0 1 0 0 14 Care Plus 3 20 0 0 0 1 0 0 14 Incredible Years 2 13 0 0 0 0 0 0 15 Portage 0 0 0 0 0 0 0 0 15 Midwife PRD Support 1 7 0 0 0 0 0 0 15 Rainbow Nursery 7 47 1 7 1 0 0 0 14 Sunflower Nursery 4 29 3 20 2 0 0 0 13 Money Matters 1 7 0 0 0 1 0 0 14 Toothbrush Exchange 2 13 0 0 0 0 0 0 15 Through the Doorway 2 13 0 0 0 0 0 0 15 SSS Buildings: Buttercup Lodge 5 33 2 13 2 0 0 0 13 Honeysuckle Lodge 6 40 0 0 0 1 0 0 14 Sunflower House 5 33 5 33 5 1 0 0 9 Groups: Beat the Blues 1 7 0 0 0 0 0 0 15 Twins 2 13 1 7 0 0 1 0 14 Young Mums 1 7 1 7 1 0 0 0 14 Under Ones 1 7 0 0 0 0 0 0 15 Drop Ins: Honeysuckle Lodge 2 13 0 0 0 0 0 0 15 Buttercup Lodge 2 13 0 0 0 0 0 0 15 Sunflower House 3 20 1 7 1 0 0 0 14 Richmond House 1 7 3 20 2 2 0 0 11 Childminding Drop In 0 0 0 0 0 0 0 0 15

Awareness and attendance at the services on the grange was quite low. Playbus and Rainbow Nursery were amongst the services where awareness was greater. Awareness of the groups and drops in appeared to be quite poor amongst survey participants from the Grange area. Generally satisfaction ratings were good although a couple of dissatisfaction ratings were given relating to services.

16

SUNDORNE (12 Questionnaires)

Service Name Heard of Attended Satisfaction Rating Given (if provided) (Data by no of No % No % Very Satisfied Dissatisfied Very Not Respondents) Satisfied Dissatisfied indicated Services: Playbus 4 33 4 33 2 2 0 0 8 BURPS 4 33 1 8 0 0 0 0 12 Rhyme Time 2 17 4 33 3 1 0 0 8 COSY Creche 2 17 1 8 1 0 0 0 11 Job Centre + 1 8 3 25 1 1 0 0 10 Bright Sparks 3 25 0 0 0 1 0 0 11 CIS 1 8 1 8 0 1 0 0 11 Early Start 2 17 0 0 0 0 0 0 12 Home Start 4 33 0 0 0 1 0 0 11 Childminding 2 17 0 0 0 1 0 0 11 Care Plus 1 8 0 0 0 0 0 0 12 Incredible Years 0 0 1 8 1 0 0 0 11 Portage 0 0 0 0 0 0 0 0 12 Midwife PRD Support 0 0 0 0 0 0 0 0 12 Rainbow Nursery 2 17 0 0 0 1 0 0 11 Sunflower Nursery 6 35 1 8 2 0 0 0 10 Through the Doorway 1 8 3 25 2 1 0 0 9 SSS Buildings: Buttercup Lodge 2 17 8 67 6 1 0 0 5 Honeysuckle Lodge 4 33 2 17 2 0 0 0 10 Sunflower Lodge 2 17 5 42 5 0 0 0 7 Groups: Beat the Blues 2 17 0 0 0 0 0 0 12 Twins 1 8 0 0 0 0 0 0 12 Young Mums 1 8 1 8 0 0 0 0 12 Under Ones 1 8 1 8 0 0 1 0 11 Drop Ins: Honeysuckle Lodge 1 8 0 0 0 0 0 0 12 Buttercup Lodge 2 17 4 33 2 2 0 0 8 Sunflower House 2 17 1 8 1 0 0 0 11 Richmond House 1 8 1 8 0 1 0 0 11 Childminding Drop In 1 8 0 0 0 0 0 0 12

The results indicate that awareness and attendance at SSS services and buildings was amongst the lowest across the survey participants. This was despite there being two buildings located in the area. In addition, awareness of the groups and drop ins was low. Generally, satisfaction ratings where given were good.

17 Overall Satisfaction Rating

Overall Very Satisfied Dissatisfied Very Don’t Not Total Rating Satisfied Dissatisfied Know Indicated No % No % No % No % No % No % Castlefields 2 29 2 29 1 14 0 0 1 14 1 14 7 Ditherington 3 43 2 29 0 0 0 0 1 14 1 14 7 Grange 6 40 3 20 0 0 0 0 3 20 3 20 15 Sundorne 8 66 2 17 0 0 0 0 0 0 2 17 12 Postcode Not 2 100 0 0 0 0 0 0 0 0 0 0 2 Indicated Postcode 0 0 0 0 0 0 0 0 1 100 0 0 1 Ineligible Total 21 - 9 - 1 - 0 - 6 7 - 44

This table confirms that generally survey participants from across the identified programme areas were satisfied with the services SSS is providing. On the basis of 44 completed questionnaires it was not really possible to establish if satisfaction levels vary across the programme area.

4. Recommendations and Conclusion

• It is encouraging to see that 93% of the people who completed a survey had heard of Sure Start Shrewsbury which indicates the programme is becoming known across the North Shrewsbury area.

However, it should be considered that perhaps only people who had heard of SSS decided to complete a questionnaire. On this basis 232 questionnaires were distributed and 44 were completed – a response rate of 19%.

• As detailed previously awareness of Sure Start Shrewsbury’s buildings, groups and services was mixed. This was partly due to the timing of the survey, ie the buildings had been open for less than 12 months and some of the groups were quite newly formed and therefore still establishing themselves. It would be interesting to distribute the survey again in April 2006 to see if awareness levels have increased.

Awareness of SSS’s services and groups was a common theme in the survey results. The respondents gave some useful feedback stating that they were not aware of some of the groups and services. This may have improved now that the groups have been running for a longer period of time, however, SSS may wish to consider further methods of promotion and general awareness raising within the community.

The survey results show that almost a third (32%) of the respondents stated they had heard about SSS via the newsletter. At the time of the survey (April 2005) the newsletter was distributed via the Admag to all households in the SSS postcoded area. Now that the newsletter is posted to members only it may be beneficial to look at further methods of distribution because it is a useful method of raising awareness. The newsletter is circulated around as many groups, organisations and buildings as possible, however, it could be beneficial to occasionally target it or a similar, smaller update at wider groups, for example, using the PCT population listing. In addition, the role of the health visitors was also highlighted within the survey results as being a valuable and popular way of raising awareness and disseminating information about Sure Start Shrewsbury.

The participants were invited to give feedback on the services they would like to be able to access but they felt were not currently available. It is interesting to see that many of the services the

18 participants suggested SSS provides, eg nursery, Help 2 Quit, fitness sessions and they are accessible by foot. SSS commits a lot of time raising awareness of services via its newsletter, flyers and posters throughout the programme area and crucially via the Community Development Team. However, it may be prudent to revisit this area to see if any further methods of service promotion could be adopted. In particular, it is possible that the participants do not recognise the services as being SSS because they are commissioned. The Programme may wish to look at increasing its branding particularly on the services it funds.

This point is further reinforced by the mixed awareness and attendance figures detailed in this survey. However, these results can only be viewed as an indication because when compared to the number of households with children aged 0-3 years in the area, the number of completed surveys was small. Some services such as the Playbus which is mobile and therefore clearly visible appear to be more widely known than some of the building bound groups or services. Again feedback received from the participants suggests that they were not aware of some of the groups and would have attended if they had known they existed.

Awareness of the lodges was quite mixed, in particular Honeysuckle Lodge, was not widely known amongst the survey participants. However, as detailed previously awareness is likely to have increased now that the Lodge has been in use for over 12 months.

• The participants gave some other useful feedback, for example, having a ‘befriender’ who could take new people to groups to help introduce them. This practice is actually happening as part of the Community Team’s work. However, SSS may wish to consider further methods of getting new people who may feel apprehensive about attending a session to come along.

• Despite trying to target the survey at all sectors of the community, for example, fathers it was still completed by a majority of women – only one male completed the survey. The involvement of fathers is an ongoing issue that SSS will continue to look at methods of addressing.

• The survey results suggest that the participants would be more interested in activities for dads rather than a group. In addition, one person did say that their partner had attended a drop in which they had found to be unfriendly – it was felt because he was a male. SSS may wish to consider ways of promoting the drop ins so that more male parents and carers feel able to attend

• Overall satisfaction with SSS services and activities was good with 48% of the respondents giving a very satisfied rating and a further 20% stating they were satisfied. This is a good result when it is taken in to account that some of the groups and services were still establishing themselves at the time the survey was conducted.

To conclude the survey results show that Sure Start Shrewsbury is becoming well known within the community. Whilst service usage is mixed, the results show there is an awareness of SSS’s services and groups that can be built upon. As detailed above, it will be interesting to monitor how this area of the programme develops now that the services, groups and buildings have been in existence for a longer period of time.

Some points have been highlighted within the body of this report that the Team may wish to take forward and consider further. However, the results were generally very positive and confirm the levels of work being undertaken both by the Programme Team and the providers it commissions.

Katrina Lester August 2005

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