Annual Report 2018 ANNUAL REPORT 2018 single page - Page 25

23 M E A S U R I N G C L I E N T O U TCO M E S CLIENT SELF-RATED ABILITY TO COPE 3.78 3.66 3.43 3.1 2.8 2.4 When clients engage in a service with us, we ask them to rate themselves on a scale of 1-5 with certain questions (where 1 is the lowest and 5 is the highest). To get a broader picture of their lives, clients are asked at both commencement and completion of service. This means we can see whether and how much clients feel their situation has improved. On average, clients reported an improvement of around 1 point on the 5-point scale. Given the complexity of some clients’ lives, even modest improvements can mean a great deal, particularly when achieved over fairly short periods. To put it in perspective, a 1 point movement could mean a client in distress: Family functioning Mental health and wellbeing On initial engagement Personal and family safety On completion of service • has a little more knowledge or confidence • has learnt a new communication skill • has been given the lift they need to feel an improvement • has moved from ‘not coping very well’ to ‘things are okay at the moment’