We carried out our annual service user survey across Cranstoun Group services from December 2018 to February 2019. The survey was open to all service users in any type of treatment, from drop-in attendees to service users in long-term structured treatment.

We received 1348 responses across 15 services, including seven adult community substance misuse services, four young peoples’ community substance misuse services, one residential service, one supported housing service, one family and carers service and one family and carers team.

Here are a few of the key results:

The highest scoring question was on staff friendliness (9.6/10).
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The most commonly given score was 10 out of 10.
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Service users find our most helpful treatments/activities to be key work sessions, group sessions and prescribing.
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The most common positive outcomes experienced by our service users are abstinence, less use, and prescription.
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The top three words used to describe Cranstoun services were safe, happy and supported.
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97.7% of service users said they would recommend their service.


In response to the survey, we also received some fantastic feedback from our service users:

All I wish to say is please keep going, as there are so many others needing help out there. I’ve still got a long way to go as well – it’s a life saver. Good luck to all the staff and the organisation. We need you.

– East Sussex FACT

Just a big thank you!! West Hill has given me back safety and security, plus my independence. I’m looking forward to working on my problems positively and overcoming them, and becoming a clean and well-balanced working member of society!

– West Hill & Ritherdon Road

Thank you so much. You’re all very professional, understanding, knowledgeable and emphathetic. An amazing service.

– Pavilions FACT

I feel very grateful to have had this opportunity for change. Thank you for being in my life.

– Inspire Sutton

Thank you for saving my life and for the love that I feel coming here, which is very important when you’re lonely.

– Swanswell West Berkshire

Click here to read the full service user survey report.

Cranstoun