Annual Service User Survey 2017-18

We carried out our annual service user survey across Cranstoun and Swanswell services from November 2017 to January 2018. 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 1628 responses across 15 services, including nine adult community substance misuse services, two young peoples’ community substance misuse services, two residential services, 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 and approachability.

The most commonly given score was 10 out of 10.

Service users find our most helpful treatments/activities to be key work, group work, prescribing and complementary therapies.

The most common positive outcomes experienced by our service users were abstinence or less use, stability, a greater understanding of addiction and recovery, and improved relationships with their loved ones.

The top three words used to describe the service were safe, happy and positive.

96.7% of service users said they would recommend their service.


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

We are so relieved to find a service for families with members with mental health and drug addiction. We have felt very alone coping with our son’s problems and not sure if we are doing ‘the right thing’. I now have someone I can talk things through with. Having free counselling sessions arranged for him with no waiting list has been a real help to him and to us and something that would have been so helpful several years ago but was not offered by GP or any other mental health service. Cranstoun has really given me HOPE! Thanks.

– East Sussex FACT

I referred myself after 25 years of drug and alcohol use. I wish I had done it a lot earlier as the service has turned my life around. Mentally and physically, I have been able to gain my family life back and focus on my health and fitness, resulting in 5 stone weight loss.

– Inspire Sutton

I’ve been coming here for over a year now, and I am finally accepting the fact that recovery is a journey and I can see how far I have come in that time. IRiS have helped me immensely and quite literally have been my lifeline. I will beat addiction. Thank you 🙂

– Iris Reading

All of the staff and community at Swanswell have helped me back from the brink of a very dark place and without them, I probably wouldn’t still be here. Thank you!

– Swanswell Worcestershire

Click here to read the full service user survey report.