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Search User Survey 2016 - Summary of Questionnaire Responses

Introduction

This report is divided into seven sections which, between them, summarise the results of a user survey carried out by Search between 12th June and 23rd September 2016. A total of 88 people, all using - or intending to use - at least one Search service, completed all or some of a 20-part questionnaire. The return rate (88 out of 411 users) was 21%. Responses were entered by hand – either by the respondent or a staff member or volunteer.

The questionnaire aimed to provide a snapshot of the following:

which services/activities respondents are using expectations of services and activities views on services/activities, and on the benefits derived ideas for improvements to services/activities what respondents would do in the absence of Search

Section 1 of this report outlines the approach used to summarise and present the results of the survey. The basic profile information about respondents collected from the survey is shown in Section 2. In Section 3, information about respondents’ current use of Search is summarised, while Section 4 looks at what respondents had to say about the benefits they experience from using Search, and what might make it even better for them. In Section 5, the improvements and additions suggested by respondents are explored, while Section 6 looks at what respondents said they would do in the absence of Search. Lastly, Section 7 raises some pointers that Search may wish to consider in light of the survey results.

Section 1: About this report

1.1 Tables have been used throughout the report to afford quick access to summarised responses to questions. In some cases, responses have been sorted into categories: these are arbitrary and Search may want to consider alternative ways of grouping results. The tables include percentage figures: these have been rounded up or down (greater/lesser than .5 respectively) to create whole numbers.

1.2 Appendices list full, verbatim responses to questions, and these are referenced in the relevant sections of the report. Each appendix has a question number and wording as its heading in order to aid referencing.

1.3 Service users were not asked to identify themselves by name: for the purposes of this report, each questionnaire has been numbered from 1 through to 88. The responses for each questionnaire number are from the same person throughout. With the exception of questions 3 and 8, and 20a) and 20b), this report has not cross-referenced responses to different questions from the same person. The numbering system means that this is possible, however, and Search may wish to do this where it identifies links (for example, question 6 – whether people are linked in to other services, with question 11 – what people would do if Search was not available).

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Section 2: User-profile information

2.1 Questionnaires were partly or fully completed by a total of 88 individuals. All were asked for the following:

date of birth gender ethnic origin disability postcode whether living alone, with partner and/or in sheltered accommodation

2.2 Age: rather than reproducing the wide variations in birth year of the 84 respondents who answered this question, 4 age ranges have been used. The oldest respondents (2 people) were born in 1928, making them both 88 years old; the youngest, at 49, was born in 1967. The largest concentration of birth dates was during the 1940’s, with 33 respondents born during that decade. This age distribution reflects that identified within the 2016 Annual Review, whereby the majority of Search users are aged between 65 and 79 years old. The results are shown in Table 2.0.

Table 2.0: Age breakdown of respondents

Age Range No. of respondents % of total49 - 59 11 12.5%60 - 69 24 27%70 – 79 37 42%80 – 89 12 14%Did not answer 4 4.5%

88 100%

2.3 Gender: only three respondents did not answer this question. Out of the remaining eighty-five, 13 (15%) were male and 72 (85%) were female. The figure for male respondents is slightly lower than the overall 18% of male service users quoted in the Annual Review: equally, female respondents were over-represented when compared with Search’s overall figure of 82%.

2.4 Ethnicity: of all respondents, nine out of eighty-eight did not answer while the vast majority – at 90% - were White-British. Of the remaining 10% (9 individuals), all identified themselves as Chinese. This figure of 10% is likely to be comparatively high for use of a predominantly white organisation by people from the Chinese community. At the same time, the absence of responses from other BME communities - for an organisation operating in the West End of Newcastle - is marked. This is not to say that Search isn’t used by individuals from those groups – merely that other minority ethnic groups weren’t represented amongst questionnaire respondents.

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2.5 Disability and illness: respondents were asked whether they had an illness or disability. Out of 88 respondents, 16 answered that they did not. Of the 72 answering in the affirmative, they were then asked to tick which applied from 14 specified options and a further 2 ‘other’ options. Options are included in Table 2.1, along with the number of respondents who selected each (people could tick all that applied).

It is immediately obvious from these figures that the top 3 conditions affecting most of the respondents are problems with blood pressure (49% of respondents), arthritis (44% of respondents), and circulation (28%). It may be useful for Search to identify what, if any, correlation exists between the percentages in this table and those for the elderly population as a whole. Additionally, it is up to Search to decide internally whether any of these percentage figures are high enough for it to consider specific service development/delivery in response.

Table 2.1: Illness and disability by number of respondents who ticked each

Condition No. of responses

% Condition No. of responses

%

Problems with blood pressure

35 49% Depression 11 15%

Arthritis 32 44% Hearing impairment 9 13%Circulation 20 28% Asthma 7 10%Diabetes 16 22% Visual impairment 7 10%Anxiety 13 18% Recovering from

illness/surgery5 7%

Other respiratory 12 17% Other mental health problem

5 7%

Other physical illness/disability

12 17% Cancer 4 6%

Coronary heart disease/angina

11 15% Stroke 2 3%

It can be seen from table 2.1 that many of the 72 respondents identified themselves as experiencing more than one illness and/or disability. Only 18 identified a single illness/disability, which means that well over half have 2 or more conditions to cope with. Table 2.2 shows the number of illnesses by number and percentage of respondents experiencing each.

The questionnaire doesn’t enable any analysis of the extent and ways in which those conditions impact of the rest of the respondents’ lives – this may be something Search chooses to consider at a future time, given we know that the impact of an illness or disability is rarely limited to its symptoms. For example, it is known that high blood pressure is a risk factor for a range of conditions including strokes and heart disease. It is

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increasingly acknowledged too, that long-term illness or disability - such as arthritis – can, and usually does, impact negatively on mental health.

Table 2.2

No. of Illnesses Total no. respondents

%

1 illness 18 25%2 illnesses 17 24%3 illnesses 19 26%4 illnesses 7 10%5 illnesses 5 7%6 illnesses 3 4%7 illnesses 1 1%8 illnesses 0 09 illnesses 2 3%

Total 88 100%

2.6 Living circumstances: as could be expected from Search’s location, the majority of respondents reside in the inner and outer west parts of the city, though people also come from as far away as Gateshead and Consett. One respondent included a postcode which – according to the website The Postcode Area1 - is no longer in use, while 3 didn’t include any postcode details. One person gave only the first 3 characters (NE2), which encompasses an area including parts of Jesmond, Sandyford, and Wingrove. Table 2.3 shows the spread of respondents across different wards.

Benwell/Scotswood, Elswick, Blakelaw and parts of Fenham, Wingrove, Ouseburn and West Denton, are within the top 10% most deprived neighbourhoods 2 (figures from 2015) in England. It is not farfetched, therefore, to assume that approximately 79% of respondents live within areas of socio-economic deprivation. The links between socio-economic disadvantage and poor health outcomes are well documented: the postcode data underlines that Search is working with people not only vulnerable as a result of age but an even more complex interplay of factors. To the same extent, the significance to service users of being able to access Search and its benefits is likely to be far greater than might otherwise be the case if all users were from less disadvantaged areas.

The other aspects of living circumstances asked about were whether respondents lived alone and/or whether in sheltered accommodation. With regard to the former, just over half (48 people, or 55%) live with at least one other person; the remaining 40 respondents lived alone. Only 7 respondents identified themselves as living in sheltered accommodation.

1 www.postcodearea.co.uk Accessed 16/10/162 http://dclgapps.communities.gov.uk/imd/idmap.html. Accessed 17/10/16

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Table 2.3: Number of respondents by ward

Ward Respondents %Benwell/Scotswood 32 39%Fenham 13 15%Elswick 9 11%Blakelaw 8 10%Westgate 3 4%Ouseburn 3 4%West Gosforth 3 4%Wingrove 2 2%Westerhope 2 2%Lemington 2 2%NE2 1 1%Dene 1 1%West Denton 1 1%Newburn 1 1%Wolsington 1 1%Leam Lane (Gateshead)

1 1%

Delves Lane (Consett)

1 1%

Total 84 100%

Section 3: Services and activities used by respondents

3.1 This part of the report looks at which Search services respondents have used in the last 12 months (section 3.2); what other Search services are used (section 3.3); where respondents found out about Search (section 3.4); whether they are using other services alongside those they utilise at Search (section 3.5); and how long they have been in contact with Search (section 3.6).

3.2 Search services used: as can be seen from the copy of the questionnaire in Appendix A, two questions addressed this issue. The first asked which Search services have been used in the last 12 months, with respondents given a ‘drop-down menu’ of 4 service areas to choose from. Those areas are: ‘Activities’, ‘Chain reaction’, ‘Advice and Information’, and ‘Volunteering’. Out of the 88 respondents, 38 did not answer this question. A possible reason for such an otherwise unusual low response may be the layout – the question wasn’t numbered and there was no spacing between the questionnaire titles and this, effectively the first question. Of those who did respond, the results are as shown in Table 3.0

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Table 3.0: services used over the last 12 months

Activities Chain Reaction Advice/Information VolunteeringNo. of

respondents 42 6 19 9

3.3 Question 4a and 4b addressed whether respondents had used other Search services and, if yes, which ones. Unfortunately, the ‘yes/no’ part of this question did not include an instruction as to how respondents should indicate their answer (‘Put a circle round the correct option’, for example). As a consequence, it is possible that the count for yes and no responses is inaccurate: while one person may put a line through their selection (as the equivalent of a tick), another may do so in order to discount that option. The numbers reflect, therefore, a best guess rather than being definitive.

Forty respondents said they had not used other Search services, and 4 people didn’t answer. Of the remaining 44 respondents, a range of other services and activities were listed and these can be seen in Appendix B. Because of the potential lack of clarity and low response rate identified here and in 3.2, it is possible that there is some blurring between responses elicited here and those shown in table 3.0 – particularly in relation to the category of activities and what people might understand that to mean. So, for example, some of the 38 individuals who did not answer question 1 did say they had used other Search services. Also, 2 respondents named the AGM in 4b – this is unlikely to be regarded by Search as a service.

Search may want to examine the responses within Appendix B in order to ensure that all the things listed are, or have been, provided by them as opposed to other organisations: such distinctions are less clear for service users than for providers. Furthermore, the person compiling this report does not have in-depth knowledge of Search’s provision and may have misinterpreted in some instances where handwriting was unclear (see, for example questionnaires 23 and 57). Aside from any errors, it is apparent from Appendix B that most information would fall within the category of activities, with only 1 person specifying ‘volunteering’, between 6-7 mentioning Advice/Information, and 3 referring to use of Chain Reaction.

3.4 Where respondents found out about Search: as one might expect, there was a wide range of responses to this question with 20 different sources being identified. Of those, the most common were word of mouth, seeing the shop front, and referrals from the statutory sector. While Appendix C includes the full list of sources, Table 3.1 arranges them into categories and shows the number of respondents who identified a source within that category.

3.5 External services: the question asked was ‘Do you use other similar services?’ If answering in the affirmative, respondents were asked to specify what. A note of caution:

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the question assumes a common understanding of what is meant by ‘similar services’: furthermore, the question’s wording implies a response in the present tense, whereas some answers may refer to past use.

Appendix D includes a verbatim list of other services identified in response to this question. In some cases, there is repetition of a service/venue: this is because one respondent wrote St James Church while 2 others specified St James Church Heritage & Environment Group – it is unclear whether the former refers to the latter or to some other activity happening within the church.

Table 3.1: where respondents found out about Search

Source No. of respondents %Word of mouth 27 31%Shop front 24 27%Statutory sector sources 11 13%Third sector sources 8 9%Visit by Search worker 7 8%Online 2 2%Member for Parliament 1 1%Other 1 1%No answer 7 8%

Total 88 100%

Similarly, one person wrote ‘The gym at Adelaide Terrace’, while another simply wrote ‘gym’: again, these may be one and the same, or the latter may refer to a gym elsewhere. With one response, it was impossible for this writer to decipher the whole of one word.

Perhaps the most significant aspect of answers to this question was the number of people who are not apparently using any other outside service (though, as already stated, caution should be applied since there may be contact but not in a way the respondent regarded as ‘similar’). Of all responses, there were 23 ‘yes’ ones (two people did not specify what), but 62 who answered in the negative. Thus, Search is potentially the only provider working with 70% of the questionnaire respondents. If this reflects the overall picture across the organisation, Search can feel justly proud that it is reaching so many otherwise isolated individuals. Furthermore, such statistics can only underline the importance of Search to the older population it serves, particularly given the importance to mental and physical health of being connected and engaged with other people.

3.6 How long respondents have been using Search: six people did not answer this question. Of the remaining 82, one person had been attending since 1986 and the others from a period between 1996 and 2016. Figure 1 shows the spread of years respondents identified, along with the number who joined in any one of those years. As can be seen, the years 2014 and 2016 show the largest percentages of members joining: in 2014, Search was

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joined by 20% of respondents; in 2016, 17% had joined, up until completion of the survey. It may be worthwhile for Search to consider any particular factors at play in those 2 years, and whether lessons for attracting new users can be inferred from such.

Fig. 1: Graph summarising length of contact by number of respondents

16 +1514 +1312111098 + + +7 +65 +4 +3 +2 +1 + + + + +

1986 1996 2001 2002 2003 2004 2005 2006 2008 2010 2011 2012 2013 2014 2015 2016

Section 4: Benefits of Search

4.1 The sheer bulk of material from the questions asking about the benefits of using Search necessitates some summarising and grouping of results. The full, verbatim information given by respondents is, however, included within the relevant appendices. The parts of the questionnaire summarised in this section are those relating to original expectations (section 4.2), the single main benefit from using Search (section 4.3), and which additional benefits respondents gained (section 4.4). A further, similar, area explored by the questionnaire was to ask respondents what was the best thing about Search: responses to this are addressed in section 4.5. Finally, in section 4.6, brief attention is given to how respondents answered two questions inviting general comment about Search.

4.2 Expectations of Search: the table in Appendix E shows all responses to both Question 3 of the survey – ‘What did you hope to get out of [Search]?’ and Question 8 – ‘What is the main benefit you get from using Search?’ Those full results are here (Table 4.0) sorted into distinct areas as a more succinct way of summarising what benefits respondents identified. Only 3 people did not answer this question: the remaining 85 gave varying degrees of detail, and many gave more than one single expectation. It should be borne in mind that these results will be influenced, to a varying degree, by the experience of respondents subsequent to their arrival at Search.

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Num

ber o

f res

pond

ents

Year respondents joined

It is clear from a reading of the detailed list in Appendix E that certain words recur: ‘friendship’, ‘meeting [new] people’, ‘company’, and ‘socialising’ can all arguably refer to what will be termed ‘Connecting with others’. Likewise, ‘advice’, ‘information’, ‘benefit and housing’ and ‘help’ are taken to refer to a category named ‘Help & support’. Both of these are included in Table 4.0. When reading the results, please note that the same people might have identified more than one hope from more than one category so each result is out of a total of 85 responses. This applies to both the number of respondents and percentage figure for each category.

Another area that has been categorised is that of ‘Activities’: the statistics in table 4.0 reflect not just use by respondents of that particular word but also specific activities mentioned (flower-arranging, walking, computing, karaoke and so on). The one obvious exception is trips/days out: there is a separate category for this, entitled ‘Outings’, because it was a recurring issue in its own right. Similar but separated out from activities is the category of ‘Learning’: this includes non-specific references such as ‘learn new skills’, ‘new knowledge’, ‘learning opportunities’.

Finally, there is a sixth area indentified as ‘Other’: this encompasses less quantifiable concepts such as ‘enjoyment’, ‘confidence’, ‘value’ as well as ‘getting out and about’. We know, for example that the latter is referring to respondents having a reason to literally leave their home: what we don’t know is whether they then go to Search or whether contact with Search has enabled them to be somewhere other than home.

Table 4.0: Hopes of respondents by category

Category No. of respondents %Connecting with others 53 62%Help & Support 19 22%Activities 34 40%Outings 13 15%Learning 17 20%Other 17 20%Did not answer 3 4%

These results show a clear emphasis by respondents on the hope of having connection with others: as a well-documented and fundamental social need, this should not be surprising. The mental health field has been more prolific in documenting the importance of social connection to mental health: it can be harder to persuade those more concerned with physical health that this also benefits when people feel connected and a part of something meaningful (as respondents clearly see Search as being). Unfortunately, the structure of the survey makes it impossible to draw any more scientific conclusions on this, but it is more than likely that – where those emotional hopes/needs are met – at least some physical health benefits will not be far behind.

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As for activities, it is to be expected that a significant number of people would hope for such, given what they would likely know about the organisation. As stated previously, there is every possibility that the answers given by respondents to this question may also be influenced by their subsequent experience of using Search. For example, questionnaire number 45 in Appendix E: someone who originally went for benefit advice indentified a subsequent benefit as ‘information on all the activities and outings available’. Since they have identified such information as a benefit, it is highly probable that they participated in at least some of the activities they were informed about.

4.3 Main benefit to respondents from using Search: Appendix E also includes all responses to this question. Putting these and responses from Question 3 side by side was a way of exploring the extent of correlation one would hope to see between the two. Indeed such correlation can be seen, though not in a ‘tidy’ manner – partly, this is due to language used within each of the responses, and partly a question of interpretation. See, for example, questionnaire 75: the response under Question 3 was ‘Meeting people. Interacting with others.’ In relation to Question 8: ‘Meeting people. Learning new things. Helping others to learn.’ So, the hope of meeting people has been met; but what about how we understand from where and how ‘learning new things’ took place? It is possible - or not - that the respondent learned these new things as a result of interacting with others, implying another correlation. It is up to Search to decide how liberal an interpretation to apply when comparing the two sets of results.

From a ‘hard data’ point of view, Table 4.1 looks at the results in relation to the same categories used in Table 4.0., and uses the same counting method. Note: 10 people did not answer Question 8; therefore the baseline figure used to calculate percentages is 78.

Table 4.1: Main benefit from using Search

Category No. of respondents %Connecting with others 41 53%Help & Support 23 29%Activities 24 31%Outings 18 23%Learning 10 13%Other 13 17%Did not answer 10 13%

Questionnaire number 42 shows a statement in the left column (question 3 responses) that could equally belong in the right hand one since the respondent talks of the benefit of Search: “I....was given a whole community of new people to become friends.” The same is likely to be true of questionnaire number 51 where, under question 3, the respondent states they have benefitted “Much more than I thought.”

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More prosaic yet very powerful as a statement of benefit, one respondent (questionnaire 17) writes: “Digital and online services. Cannot even work my Freeview TV or a mobile phone.” Older people are particularly prone to be digitally excluded, and this quote conveys the poignancy – and therefore the power of Search’s impact – of such exclusion in a practical, all-too real way. Computing and IT were actually mentioned 8 times by 7 respondents in questions 3 and 8, and - as a specific skill area - emerges as an important one for a number of people.

Several respondents referred in general terms to skills and learning: ‘learn new skills’ (questionnaire 68), ‘learning new things’ (questionnaire 52). Insofar as Search might consider it important to enable users to access structured learning, it may be worth considering in more detail what these general terms are referring to. Learning opportunities and new knowledge acquisition were present in responses by 21 people (when combining answers to question 3 and question 8), being mentioned 27 times in total.

As stated previously, presenting the results as they are in Appendix E was a way of identifying what correlation, or follow-through exists between respondents hopes and the actual benefits gained. Table 4.2 is a comparison of the results outlined in tables 4.0 and 4.1. The column headed ‘Differential’ shows whether the figures in question 8 are greater or less than those in question 3. Percentage figures are excluded.

Table 4.2: Comparison of results from questions 3 and 8

Question 3 Question 8 Differential+ -

Connecting with others 53 41 12

Help & Support 19 23 4Activities 34 24 10Outings 13 18 5Learning 17 10 7Other 17 13 4

At face value, it may appear that hopes related to connecting with others and activities - had not been met. In one case, this can be explained by the fact that the person, having expressed a hope for friendship, hasn’t used the service yet: furthermore, 7 respondents who hoped for friendship didn’t answer question 8. Of the remaining 4, the relationship between responses is as shown in Table 4.3 below.

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Table 4.3: Sample relationships between responses

Questionnaire number

Question 3 Question 8

8 Friendship/Activities Alerting me to activities13 Meet people Confidence in matters the elderly

have46 To do lots of new and different

things and meet new peopleGetting out and about and doing things I never would have done. Plus finding lots of useful information about things

61 Friendship, interests, activities Social outings

When we look at the differential regarding the category of activities (minus 10), something else begins to become clear: that respondents either take for granted their hope has been fulfilled and therefore not made explicit mention of it; and/or they have gained more than originally anticipated. Nine respondents cited specific activities (tai chi, aromatherapy) or activities in general when identifying their hopes for what using Search would give them. None of them mention connecting with others. In answering what the main benefit of Search was to them, however, these same nine all cite connecting with others as the main benefit or one of a number of benefits. See, for example, questionnaire number 65 where under hopes, ‘dancing and learning sequence dancing’ was written. In answering question 8, the same person stated they have ‘met some lovely people’. Likewise, questionnaire number 15: they name their hope as ‘exercise class’ but the benefit is stated, quite simply, as ‘Friendship’.

The fact is, table 4.2 shows far more connection between the stated hopes of respondents and how Search has benefitted them, than it does disconnect. Forty-one respondents had their need for connection with other met through using Search. Likewise, twenty-four got to experience activities, having cited this as their hope. And in the case of help and support, and outings, these were benefits for people who hadn’t hoped for them in the first instance. In other words, Search is – for the most part – meeting and exceeding the hopes of those who completed this questionnaire. And this doesn’t take account of the additional benefits people gain as discussed in the next section.

4.4 Other benefits: while question 8 asks about the main benefit, question 9a)3 offers a menu of benefits respondents were asked to select according to relevance. Only one respondent did not tick any options: those the remainder chose are shown in Table 4.4, along with the number who ticked each particular benefit. The third column shows what percentage of the total respondents (87) that number represents.

3 a) and b) are used to distinguish the main part of question 9 from the supplementary one12

Question 9 b) asks about any other benefits people have gained from using Search. The responses to this are listed in Appendix F. They are not discussed here since they overlap with information already included.

The note of caution to be sounded - when looking at the results of 9a) - is that it is far easier to tick a statement such as ‘feeling better about yourself/life in general’ than to define in what precise ways this has been achieved. Not that such caution negates the value or significance of these numbers: nor that anecdotal and qualitative information is any less valid a measure of achievement and success. Nevertheless, for such data to have meaning beyond internal review, it may need to be connected or associated with a deeper and/or more specific exploration of the relationship between cause and effect.

Table 4.4: Ways in which respondents benefit from Search

Benefit Number Selecting benefit

% of total respondents

1. Meeting people 82 94%2. Exercise/becoming fitter 33 38%3. Feeling better about yourself/life in general 57 66%4. Feeling more confident 49 56%5. Support and help 36 41%6. Information and ideas about

health/diet/exercise 33 38%

7. Learning new skills 45 52%8. Information about other activities run by

Search 57 66%

9. Information about other activities/groups 52 60%10. Information/advice about benefits, housing

problems etc. 25 29%

11. Information about what is happening in the area 53 61%

Having noted caution, however, a response rate of 99% is suggestive of the extent to which people gain in very real ways from their contact with Search. Furthermore, this ‘menu’ of options provides a very concise (and therefore ‘user-friendly’) way in which respondents can quickly and easily communicate this. When we compare the numbers that mention meeting people/connecting with others in questions 3 and 8 with those choosing benefit number 1 in this table, the jump in numbers is significant. Likewise, far fewer people mentioned things like ‘confident’ or ‘feeling better about yourself’ in those questions than have selected such benefits in question 9.

While this report could have used this list of benefits as a framework for categorising the information from question 8 (what is the main benefit you get from using Search) – it seemed important, given the format of the questionnaire, to look at each according to a

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different grouping system. By using 2 different lenses to view the material, particular information comes to the fore – for example, the popularity of trips as a perceived and specific benefit. This report does not claim scientific analysis, rather it attempts, in reproducing and summarising questionnaire outcomes, to underline what table 4.1 and 4.4 undoubtedly show – that involvement with Search results, for users, in real and significant benefits: and, by implication, also benefits communities and the stakeholders invested in them.

4.5 The best thing about Search: Appendix G reproduces verbatim responses to this question. Only 3 people did not respond: of the remaining 85, a number of things are evident. Firstly, the core functions of Search (connecting people, providing activities and learning, and advice, information and support) can be seen reflected in the comments made by respondents. Secondly, all discrete Search service areas are mentioned i.e. benefit advice, outings, activities, Chain Reaction, as well as general help, support, and information-provision. And thirdly, the responsiveness, availability, and approachability of Search paid staff and volunteers is clearly valued and acknowledged in the comments. Table 4.5 summarises responses according to a series of categories related to what Search delivers, as well as an ‘Other’ category with specific topic areas quoted. Note – some people mentioned more than one thing, and each element of an answer is recorded separately.

Table 4.5: What is best about Search

Category Number of respondentsConnecting people 21Activities 13Benefits advice 6General help and support (includes information) 16Outings/trips 6Chain Reaction 1Staff and volunteers 26Other:

Well organised 1Run by local people 1Helps whole community 1Variety/choice on offer 2Getting out and about 1Location 6

Unknown or no answer 5

Twenty-six respondents use this question (listed as number 10 in the questionnaire) to show appreciation for the way in which they are supported by staff and volunteers, with the words ‘friendly’, ‘helpful’, ‘interested’ and ‘supportive’ being used to encapsulate some

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of how users have experienced interaction with staff. ‘Everyone at Search makes you feel so welcome and will do anything they can to help you.’

The importance and value of social contact and friendship is a recurring theme, being the second (21 mentions) most repeated thing that respondents identified as the best thing about Search. The value of connection with others to health and wellbeing cannot be underestimated: it is what defines community as a concept, and is central to what enables people to remain - and to feel part of - their physical communities. One respondent wrote: “Meeting people. Having 1:14 support to help me move forward with my life. Now being independent and managing without 1:1 as made a good [use]...of support and friends through things I became involved in” What testament to Search, to its responsiveness and flexibility, that it was able to facilitate the transition this person describes - from the need for more time-intensive service provision to an independent set of relationships with other service users.

This forging of meaningful bonds means that – by facilitating it to happen – Search is creating a sustainable network of support which transcends time-limited service provision. In this way, it is strengthening not just individual relationships but also community capacity. No single sentence more poignantly captures this than the words written by one respondent: ‘[Search was] There when I was unwell and alone’. Written in the past tense, these are the words of someone for whom far more costly interventions may have become necessary had Search not been able to reach out.

Accessibility was another issue mentioned in different ways: as a look at Appendix G shows, Search’s physical location was mentioned by a number of people as a positive. Perhaps more significantly, however, was the sense that people feel able to come and go, knowing that Search is there for them when needed. Two comments on this stand out: ‘Just being there if I need help’ is a real vote of confidence in the value and quality of help given by the organisation. And this: ‘Approachable, available, easily accessible.’

This idea of accessibility appears to be about more than physical space, since the sentence is preceded by the phrase ‘Community project within the community’. When service users talk of a community project, they are often commenting as much – if not more – on some sense of ownership, of belonging, and of being listened to rather than talked at. ‘Made to feel welcome’, ‘Run by local people’, and ‘People are there to help you’ – these responses speak of a responsive and caring organisation.

4.6 Any other comments about Search: two further questions (both numbered 20 on the questionnaire and referred to as 20a) and 20b) in Appendix G) invited more general comment about Search services and about Search itself. Only 40 respondents wrote something for one or both questions. It is likely this relatively low response results from a degree of overlap between these two questions and others; respondents may feel that they had already said what they needed to.

4 One-to-one15

What was distinctive was the number of people who used this part of the questionnaire to say ‘thank you’ and to express appreciation: ‘Grateful. Appreciate everyone. Thank you.’ Or to express admiration: ‘All good – top marks’; ‘It is a marvellous service. Well done’; ‘Well organised services, lovely people.’ Not only referring to individual value, people in this section used the space to affirm Search’s value as an asset to the wider community. Almost a quarter of respondents (in relation to each of the questions) made some reference to this, with comments such as: ‘Search is a valuable asset to the local community’. Or: ‘Extremely valuable service to the elderly community.’ And again: ‘Good thing for the community’.

A small number of respondents used these questions to suggest improvements (see questionnaires 1 and 46 in Appendix I for examples): this will be included in section 5, which looks at suggested improvements in more detail.

Section 5: Service improvements and additions

5.1 This section explores responses to two questions – numbers 18 and 19 – that asked what people would like to see improved as well as what, if any, additional activities users would like to take part in. The complete set of responses is listed within appendices I and J.

5.2 Improvements to Search: out of 88 respondents, 40 did not answer this question. Twenty of the remaining 48 stated either ‘no’ or that they were happy with Search as is. One respondent has not yet used Search so was unable to comment. As for the remaining 27 respondents, their comments can be seen in Appendix I. There are several distinct themes emerging: better communication, more funding, more outings, and additional activities (or amendments to existing activities). Table 5.0 summarises the results across these and an ‘other’ category.

Table 5.0: Is there anything that would improve Search services?

Category No. of respondents % out of 27Better communication 6 22%More funding 6 22%More outings/trips 6 22%More activities 4 15%Other 5 18%

Total 27 100

Had the percentages in this table been out of the total number of respondents, the figures would have been far smaller: for example, 6 people out of a total of 88 is a mere 7%. But 22% is just over a fifth of those who wrote something for this question. Search must decide what, if any, influence should be ascribed to these numbers. Take communication as an example: of the six who wrote something on this, several were very specific about the nature of the improvement. One person wanted larger font on e mails, another suggested weekly phone calls to check in, and a third asked for more frequent newsletters. Perhaps a fifth of the 40 non-respondents might agree to these suggestions if presented with them. It

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is far more difficult for many service users to respond to a blank space. Search could decide that this is an issue worth wider exploration, and undertake further, more specific research. Or it could decide that 6 out of 88 people is such a tiny proportion that no further action is required.

The ‘Other’ category in table 5.0 refers to entries as vague as ‘Timing’ through to having bigger premises and help with domestic cleaning services. The ‘More activities’ category includes generic and specific comments: one person simply stated ‘More sessions’, while the specifics were: a weekly coffee morning, a book club, and tuition on dance steps at tea dances.

We can’t know why 40 people did not answer this question, though we can speculate that likely reasons include: reticence about being seen as critical, not having anything to say, getting ‘questionnaire fatigued’ and so ignoring questions towards the end, and/or not knowing how to respond to a dotted line as opposed to specific options. Equally, people may feel that they had answered the question elsewhere. As mentioned under section 4.5, there were a few responses to question 20 b) that should be considered here. Two related to publicity: one respondent felt that Search should advertise its services weekly on local radio stations; another wanted the walking football to be more widely promoted. One person simply asked for ‘more activities’ whilst another wanted Search to do more over holiday periods, when other providers often reduce provision or shut down entirely.

5.3 Any other activities: question 19 asked if there were any other activities respondents wanted to take part in. Appendix J reproduces the entries for this, and a summary of responses is included in Table 5.1. Seven respondents answered ‘yes’ but didn’t specify what they wanted, for example: ‘Everything considered!’; ‘You name it, I’ll try it’! Twelve respondents gave outright ‘no’ answers; and 37 did not write anything.

Table 5.1: Suggested additional activities

Outdoor Activities

Indoor Activities Learning & Discussion

Health-related Arts & Crafts

Bird-watching 1 Darts 1 Discussion

groups1 Exercise 3 Glass-

painting 1

Train trips 1 Dancing 5 Philosophy 1 Swimming 2 Crafts 1

More trips 3 Cooking 3 Positive thinking 1 Pole-

dancing1 Woodwork 1

Walking 4 Quizzes 1 Computing 1 Yoga 1 Pottery 2Visit garden centres 1 Social 1 Supporting

others 2 Tai Chi 1

Cycling 2 Music 1 Poetry 1Bowling 2 Book Club 1

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The remaining 32 respondents produced a diverse range of suggestions (26 different ideas in total) which are grouped into a number of headings in table 5.1. Each activity shows the number of respondents who mentioned it. Comparison between this table and the results in Appendix J will show that, in the instance of the activity named ‘Dance’, this encompasses all mentions of dance (salsa, line-dancing, ballroom, and dance instruction were all specified). ‘Cooking’ includes ‘healthy-eating courses’ and ‘food’; while ‘Supporting Others’ includes reference to volunteering and to a specific course.

The same issue on percentages occurs here as also mentioned in 5.2 above. Five people mentioned dancing: out of 88 total questionnaires, this is a tiny proportion; out of 32 people who made suggestions, it represents 16% of respondents. Most suggestions were made by only one or two respondents.

Section 6: What if Search was not providing services?

6.1 Question 11 raises the issue of what users would do if Search services were not available. Appendix K reproduces the responses, which ranged from the stoic to the heartrendingly poignant. Fifteen people (17%) did not answer the question. Of those that did, one person responded that they did not know what they would do. Added together, these leave 72 people who did say something, and Table 6.0 summarises the responses.

Table 6.0: What would you do if there were no Search activities?

Category No. of respondents %No answer 15 17%Do not know 1 1%Seek services elsewhere 18 20%Stay at home doing nothing 14 16%Be alone 5 6%Have less social contact 4 5%Manage 1 1%Spend more time on other things 2 2%

Other 28 32%Total 88 100%

The wording of the question was about action – What would you do if Search services weren’t available. Indeed, the responses include statements of action: ‘go elsewhere’, ‘stay at home’, and ‘spend more time on other things’. Additionally, however, there were many statements of how people would feel. These feeling responses are included under the heading ‘Other’ in table 6.0, and represent the highest number of people (28 in total). The feelings expressed can be seen in Appendix K and range from being sad, to lonely, to lost. In the words of one person: ‘I would be isolated, lonely, more ill, sad, anxious, not understood’. Another person wrote ‘My mental health would be worse. I would be

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miserable, have no motivation and [be] depressed....’ If Search needed evidence of its positive impact on mental health, these two quotes provide eloquent illustration of it.

Similarly, 23 respondents stated that they would stay at home, watch TV all day, do nothing, would be alone, and/or have less social contact than they do now. Again, these responses can be linked to mental health, but also to physical health: social isolation, watching significant amounts of TV and being sedentary have all been linked to poorer mental and physical health outcomes. While Search is not explicit in its reports about promoting mental health and preventing problems such as depression and anxiety, there seems no doubt – from this and information elsewhere in the survey – that its work nevertheless impacts on such.

At the other extreme lie the more stoic and pragmatic responses of 21 people: seeking services/groups (e.g. flower-arranging, dancing classes) elsewhere, managing without and/or spending more time on other activities all suggest that worlds would not fall apart. Precisely how many services elsewhere could offer what Search does is beyond the purview of this report. Similarly, there is no cross-referencing of responses to different questions (with the exceptions of question 3/8, and 20 a/b): if Search wishes to ‘drill down’ into looking at how these 21 people have answered other questions, a comparison of those answers may shed light on how grounded the apparent pragmatism may be. This is not to undermine pragmatism: at a time when targeting of services has become increasingly necessary, however, it may help to have a fuller understanding of just how unique Search’s services are and whether some users have more access to alternatives than others.

Section 7: Some discussion pointers

7.1 Overall: the survey results show a significant degree of appreciation of Search by users: they also convey the sense of belonging and connection that users experience as a consequence of utilising Search’s services. There is little doubt that the organisation is producing important outcomes for individuals.

7.2 Limitations: while such success should be celebrated, it must also be tempered by a recognition that the voices represented in the survey are limited – in size (at 21% of total Search users), by gender (at least 85% of respondents were women), and by ethnicity (over 90% of respondents were White British). A return rate of 21% is the average for questionnaires so is not of itself an issue: how representative its results are, and how comprehensive a reflection of user views – particularly when discussing service improvements - are issues if the user survey is a driver for organisational development as opposed to a snapshot ‘as is’.

7.2 The questionnaire: the format of the questionnaire itself had some issues: these have been referred to in the body of the report and relate to numbering, potential blurring of distinctions between terms (for example, between ‘Search services’ and ‘Search itself’), and sequencing of questions.

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Questionnaires will ordinarily only elicit broad, brush-stroke responses since there is no room for clarification or follow-up. For example, the physical and mental health benefits of Search are largely inferred from responses; similarly, there is an implicit suggestion in some responses that Search plays a preventative role in relation to mental and/or physical health.

Depending on what the organisation wants to elicit from the survey, inference may be enough. If, on the other hand, responses are sought in order to achieve greater understanding of the relationship between cause and effect, between service provision and outcome, a more robust and focused process may be needed.

7.3 Common themes: taken together, responses to survey questions produced recurring themes. As can be seen in section 4 of the report, the most oft-repeated were:

the value and benefits derived from how Search enables people to connect with each other

the usefulness and importance of Search’s advice and information provision the positive outcomes for people engaging in Search activities

These themes sit quite obviously within the purpose and aims of Search and underline that the organisation is delivering on its mission; and delivering in ways that are highly valued by the survey participants. What is absent from Search’s mission and yet seems to sing from between the lines of questionnaire responses is the additional theme: mental health. Good mental health is crucial to the welfare and wellbeing of any individual: equally, the capacity of people to access and utilise services may be significantly compromised by poor mental health. This is a relatively untapped area within social care provision and yet is increasingly problematic in relation to elderly populations.5 Poor mental health in this context is being used to encompass a range of problems – from dementia through to alcohol abuse, depression and anxiety.

It is not being suggested that Search should change its mission and objectives: simply that it may be worth thinking differently about some of what the organisation impacts on and how. The survey suggests that Search is having an important impact on mental health. If we consider what enables good mental health, then being connected with others, taking part in meaningful activity, and feeling part of a community are key6 . Recognition that Search is delivering on these may add another string to its funding bow.

The same argument could be made for the issue of prevention: whilst a hard one to prove, it is possible to make a case for how Search is/may be preventing heavier reliance on other service provision – particularly statutory services – as a consequence of the opportunities it offers. By reducing isolation, providing health-promoting activities and services; by keeping people informed, enabling choices and access to opportunities – Search is keeping people 5 See for example http://www.who.int/mediacentre/factsheets/fs381/en/, http://www.euro.who.int/__data/assets/pdf_file/0012/100821/E92227.pdfhttps://www.england.nhs.uk/2015/10/mh-better-access/

6 http://www.mind.org.uk/information-support/tips-for-everyday-living/wellbeing/#.WC2D-tKLSY820

active and engaged in ways that maximise an individual’s sense that they have some control. Much as with mental health, the absence of engagement and activity are factors in poorer health outcomes. Poorer health means more dependency on health and social care provision.

As with mental health then, the role of Search in prevention is one the organisation may wish to explore more – if it isn’t already doing so - in relation to additional funding streams as well as joint planning and referral pathways.

7.4 Changes: those suggested by respondents are fairly minimal and generally relate to lines of communication. These are identified in section 5 of the report and - given the tiny percentage advocating them - Search needs to consider whether the ideas generated are of sufficient relevance to a greater number of Search users to be acted upon. An exploration of levels of contact with the organisation may be a useful way of identifying whether there is merit in considering additions (such as the weekly phone call one respondent asked for) and/or amendments to existing ways in which Search communicates with its user base.

7.5 Finally: there are always going to be points for learning, areas of uncertainty in responses, and further work that could or can be done. Some of these things are flagged in this report which – it is hoped – offers some food for thought and outcomes for further exploration. However – and it is a regardless of – none of this changes the fundamental picture which emerges from the survey: the state of Search’s union is a healthy, productive, and dynamic one.

Respondents are overwhelmingly positive in how they rate the effectiveness and value of Search’s work with them. The organisation can congratulate itself for what it is achieving despite operating at a time of great financial and resource constraint. Volunteers, trustees, funders and staff should feel nothing but pride in a collective effort which means so much to local people.

The last word should go to one of the many who Search benefits:

‘Met new people. Made new friends. Been to more places. Joined gym. Used public transport with support. Gained more

confidence.... My life has changed for the better.’

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Appendix A: copy of survey questionnaire

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Appendix B: Which other Search services have you used (Qu. 4b)?

QuestionnaireNumber

Which other Search services have you used?

1 No answer2 No3 Wednesday Walks4 No5 Benefit support. Chain Reaction6 No7 Walking Group. Mediterranean Cookery. Food nutrition course8 No9 Walking Group10 No11 No12 No13 Computer help14 No15 Singing for the Brain. AGM. Social events etc.16 Chain Reaction17 Well woman18 Variety19 Computer help20 The walks21 No22 Far House23 Far Hoose (?)24 Far Hoose (?)25 No answer26 No27 No28 No29 No30 Yes – not specified31 No32 No33 No

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34 No35 Computing service/advice36 Computer lessons. Trips out37 No38 No39 No40 Advice problems41 Coffee mornings. Staying Steady42 Activities/volunteering43 No44 Nutrition – Mediterranean Cookery45 Advice46 Help for Dementia. Mediterranean Cookery/Nutrition Course47 No48 No49 No50 Flower arranging, wood crafts, Wednesday Walkers, tai chi51 For our community centre52 No53 Mature Movers/exercise class54 Day trips; social events; activities; general AGM; Singing for the Brain;

volunteer meetings; other events55 Chain Reaction56 No57 A + I ?58 A + I59 No answer60 No61 Bollywood Dance62 Social events63 Benefits64 Starting out Knit and Natter. Starting computer65 No66 Genealogy, pottery, handicrafts67 FAR – genealogy. Keep Fit, pottery, handicrafts68 Trips. Computer sessions. Art sessions69 No70 No71 Local history talks72 No73 Pension advice74 No answer

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75 No76 No77 No78 No79 Benefit advice80 Man Shed? Walking Football81 No82 I.T.83 Exercise, benefits, coffee morning, flower arranging, FAR lunch club, Tai Chi84 No85 Keep Fit and aqua aerobics at Elswick Pool86 No87 No88 No

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Appendix C: How did you find out about Search (Question 2)?

QuestionnaireNumber

How did you find out about Search?

1 Age Concern2 BOC Pulmonary Rehab3 Word of mouth4 By friends5 Healthwatch 6 Occupational Therapist7 Looking for somewhere to learn computers8 Walking past the shop [front]9 Word of mouth10 Dee and Annette came to community hall11 Via a friend12 From my sister13 Friend14 A friend15 Leaflet in Fenham Library16 Word of mouth17 [Chi Onwurah] M.P.’s sidekick Cath18 Visited branch Benwell 19 From a friend20 June Storey21 Shop window22 From mother23 From a relative24 Walking past and called in25 Word of mouth26 South Mountain Old People’s Club27 South Mountain Old People’s Club28 Occupational Therapist (Newcastle West Mental Health Team)29 Through friends30 South Mountain Old People’s Club31 From City Council32 From City Council33 South Mountain

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34 South Mountain35 Online36 Computer class37 Through friend38 Friend39 Benwell Library40 I live near Search41 Phone call42 At an activities43 Social Worker44 Leaflets – window display45 From a friend46 From a friend though National Trust47 Window of Search48 Window of Search49 Word of mouth50 In the area51 Shopping in Benwell52 Walking past53 Through North East Pensioners’ Association54 Leaflet in Fenham Library55 Chain Reaction Annette56 Hadrian Clinic57 Local58 Through work – home care59 Knew it was there, going to shops60 From Knit & Natter group61 St James’s Church62 Saw shop63 Found out by my friend plus I worked on Benwell64 Saw the premises in Benwell65 Internet - Tea Dance on dancing website66 Word of mouth67 Word of mouth68 Word of mouth69 A friend70 Local advertising71 Local adverts72 Saw leaflets in widow73 When passing by 74 Cannot remember75 Passing by and looking in window

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76 Word of mouth77 Look in the window78 Office window display79 Riverside [Community Health Project?]80 Drop-in Centre81 Notice board82 Via friend83 From Healthwatch, flyer84 Referral85 From Ann McQueen86 In passing87 Myself – it’s local88 From ...?...

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Appendix D: Do you use other similar services (Question 6)?

QuestionnaireNumber

Do you use other similar services?

1 No answer2 No3 Pendower Community Centre4 Swimming Club. West Denton5 Elders6 No7 No8 No9 No10 No11 No12 No13 No14 No15 No16 Carers’ Centre. Dementia Cafe17 Wellwoman18 No19 The gym at Adelaide Terrace20 No21 WEA (Workers Educational Association)22 No23 No24 No25 No26 No27 No28 Employment Matters, Broadacre House Newcastle29 No30 No31 No32 No33 Yes (did not specify what)34 No35 No36 St James’s Heritage Group37 No

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38 No39 No40 No41 No42 Volunteer at another health-related project43 No44 No45 No46 Elders’ Council47 Yes (did not specify what)48 No49 No50 Park...(?) free Nordic Walking, tennis, tai chi51 No52 I attend activities at St James’s Church53 No54 No55 No56 No57 Sunnibank (Wednesday pm)58 Sunnibank/film club (possible history group in the future)59 No answer60 No61 MAGS62 No63 No64 No65 No66 Art Club67 No68 No69 No70 Local history talks at library71 No72 No73 No74 Library, gym75 No76 No77 No78 No79 No

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80 No81 No answer82 No83 FAR lunch club84 No85 St James’s Church heritage and environment86 No87 No88 No

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Appendix E: What did you hope to get out of [Search] (Question 3)? What is the main benefit you get from using Search(Question 8)?

This is a correlated list of all responses to 2 questions which have a potential relationship to each other: what people wanted to get out of using Search compared with what single benefit respondents identified as resulting from involvement with Search. As can be seen, many people identified more than one benefit.

Questionnaire Number

Question 3: What did you hope to get out of [Search]?

Question 8: What is the main benefit you get from using Search?

1 Get out and about. Do more things. Meet new people

Cheap computer

2 Meet people, crafts and trips Meeting people3 Getting out and about No answer4 Meeting new people, enjoying going on the

bus outings and local newsNo answer

5 Company, exercise, learn something Company6 Friendship/Activities Alerting me to activities7 Lots of information Meeting people and going to the activities8 Satisfaction Help and good results9 Knowledge of computers No answer10 Advice & information Help with benefits advice11 Hoping to meet new people Not used services12 Help & information Good information13 Get out. Meet people Confidence in matters the elderly have14 Meeting people & making new friends No answer15 Exercise class is what I was looking for Friendship16 To meet like-minded people and socialise.

Possibly try new thingsMeeting people on a social basis

17 Sort out benefit and housing Digital and online services. Cannot even work my Freeview TV or a 32

mobile phone. Difficulty processing new information. 18 Social and leisure contact. Enjoyment Same as opposite19 A place to meet others and to learn what was

availableIt’s open all year. There’s plenty of information and helpful advice

20 Meeting new people Same as opposite21 Local information Getting away on day trips22 Meeting people and getting out and about No answer23 Meeting people. Trips No answer24 Meeting people. Visiting places No answer25 Information and friendship Same as opposite26 Activities. Drawing. Singing Know more people. Karaoke27 Activities. Drawing. Singing Meeting. Karaoke28 To socialise and join in Socialising29 As much as possible Getting around30 Activities. Drawing. Singing Karaoke. Meeting people31 Printing (?). Singing Karaoke32 Printing. Singing. Dancing Karaoke33 Singing. Painting Karaoke34 More activities Karaoke35 Activities. Friendship. Social events Friendship36 Change of activities Days out and meeting people37 More day tour(s) Meeting people38 Friendship No answer39 Tai Chi class. Trips As opposite40 Learning. Friendship. Helpful advice No answer41 No clue Getting out a lot more42 Met a lot of nice people. Because I was only

50 at the time and most of my friends were Friendship. Keeping mind active

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still working, was given a whole community of new people to become friends.

43 Wanted to do more things. Meet more people. Be confident to leave the house

Met new people. Made new friends. Been to more places. Joined gym. Used public transport with support. Gained more confidence. Joined Staying Afloat [Riverside Community Health Project]. My life has changed for the better

44 Outings. Meeting new people. Information Day trips - meeting people. Walks. Walking Group45 I got a lot of help and advice from Dee Information on all the activities and outings available46 To do lots of new and different things and

meet new peopleGetting out and about and doing things I never would have done. Plus finding lots of useful information about things

47 Day out and meeting new people Seeing new places48 Just to socialise and get out and about Friendly free advice and really enjoy the trips meeting lovely people49 Learning new skills, making friends Social activities and learning50 Meet new people, learn new activities, trips,

events e.g. Independence NightNew skills and meeting people with similar interests

51 Much more than I thought Outings52 Interesting things to do, meeting new people

and learning new thingsMeeting people, learning new activities and keeping busy

53 Information on local activities Exercise and meeting people54 Exercise class Meeting like-minded people; shared interests; companionship55 Getting out and seeing other people. Making

friendsCompany and friendship

56 Meeting people, having a chat, making friends Friendship and meeting people57 Advice, help, ?, and friendship Company, friendship, good crack(?), laughter, tips and advice58 Keeping busy and meeting people. Keeping

active and being involvedCompany and friendship. Sense of value

59 Advice and wanted to join in a social activity. Meet new people due to losing husband

Grateful it’s there for help and advice

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60 Socialising Socialising. Making friends 61 Friendship, interests, activities Social outings62 Support, activities Activities and social events, coffee mornings63 Help & advice If you have any problems they are more than happy to help you64 Companionship Friendship65 Dancing and learning sequence dances.

However have subsequently been on trips and attended events e.g. 50’s/60’s nite (sic)

Activities available – flower arranging. I have learnt a lot from this activity and met some lovely people

66 Improvement of art, social, friendship Good value, advice and friends67 Friendship and fun Get out and about at very reasonable prices68 Learning new skills. Making friends new and

oldBeing able to meet other people. Learn new skills. Enjoy the socialising (?)

69 Days out, activities, meet new people Interesting days out. Country dancing70 Activities. Trips away Trips to nearby attractions – no long travelling71 Interesting talks. Trips away. Socialising Meeting others/travelling (good value)72 No answer Confidence through meeting people – different people in different

groups . Everyone at Search is so friendly and really cares for everyone73 To learn the computer – and any advice I

need to know. I feel confident to come hereI feel if I need to know anything – Search is always there for me

74 Friendship, social, and learning opportunities Helps cope with opportunities75 Meeting people. Interacting with others Meeting people. Learning new things. Helping (?) others learn76 Meeting friends. Aromatherapy is the first

thing (and tai chi) I took part inMeeting good friends. Outings and different functions. Learning the computer. All very good

77 Aromatherapy and tai chi Meeting people, trips and learning the computer78 Knowledge Staff are able to fine tune IT problems79 Meeting people, experience on reception and

computer skillsReception work, meeting people, computer skills, learning about different activities

80 No answer No answer35

81 Friendship Friendship82 Friendship Friendship. Talking to people83 Information. Group activities. Company.

Support when isolated, illAs opposite

84 Support to get my confidence back and allow me to meet new people for friendship

Helping to increase my self confidence and self worth

85 Meeting new people and nice days out A nice variety of days out86 New interests. Friends Meeting new people, getting out and about87 No answer I get help and advice88 Socialising Outings

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Appendix F: Any other benefits (Question 9 b))?

Questionnaire Number Any other benefits [to using Search]?5 Offer ideas, suggestions6 Friendship8 Meeting people and days out13 Advice on repair men etc.16 Total satisfaction35 Being inspired by the people I have met40 Going on trips41 I am more confident and feel better43 Address issues of concern to personal safety44 History group83 I feel useful

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Appendix G: What is the best thing about Search (Question 10)?

QuestionnaireNumber

What is the best thing about Search?

1 Very helpful staff2 Friendly, helpful staff. Down to earth advice 3 The people I have met4 Getting out and about5 There when I was unwell and alone6 Knowing they’ll help7 Variety of courses. Trips and people8 Information and good advice9 Meeting new people10 Help with my benefits11 No answer12 People are there to help you13 Local14 Friendliness15 Friendly and interested staff16 Advice and activities17 Government funding to carry out invaluable work18 The variety of choices and helpful friendly staff19 The disinterested7 help people are so good at offering20 It helps the whole community21 Run by local people22 Meeting people and outings23 Communication24 Communication25 Friendliness26 Meeting people27 Meeting people28 The people who run it29 Activities. Getting to know people30 Meeting people31 Care [for] elderly people32 Care [for] elderly people33 No answer34 No answer35 Broadening my social circle36 .....?... around

7 This is assumed to mean either ‘interested staff’ or may be referring to objectivity of staff input38

37 Well organised38 Yet to find out39 Volunteers40 Having help with problems41 The people42 Made to feel welcome, very friendly staff and volunteers43 Meeting people. Having 1-1 support to help me move forward with my

life. Now being independent and managing without 1-1 as made a good ..?.. of support and friends through things I became involved in.

44 Day trips – activities45 Supportive and friendly staff46 The diversity of things to do and find out about 47 Just being there if I need help48 Being local, easy to reach. Friendly service49 Social events50 Community project within the community. Approachable, available, easily

accessible51 Knowing it’s there if needed52 Price is very good and very nice people53 Helpful and friendly people who run it54 Information good; activities good55 Friends56 Friendship57 Coming to Knit & Natter for friendship58 All areas are good59 Looking forward to my singing class60 Helping the public61 Friendships62 Social activities63 Everything they offer for the community64 They keep in touch65 The activities that are available at a low cost. Trips taking people to places

they would never get to66 Very good day trips to interesting places67 Friendly staff. Free or reasonable cost.68 Search events ...?..69 Days out70 Value for money71 It is local72 Everyone at Search makes you feel so welcome and will do anything they

can to help you73 Help and advice

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74 Friendly reception75 Meeting people 76 Aromatherapy and social activity77 Meeting people78 A friendly and unoppressive way to learn79 Advice given to customers, activities, Chain Reaction, good customer

relations80 Good contact team81 The people who work there82 Everyone is pleasant and helpful83 Always there84 Knowing Search support is always there85 Nice friendly staff86 It’s local87 Staff and locality88 Information

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Appendix H: Are there any other comments you would like to make about Search services(Questions 20 a))? Are there any other comments you would like to make about Search itself (Question 20 b))?

Questionnaire Number

Question 20 a) Are there any other comments you would like to make about Search services?

Question 20 b) Are there any other comments you would like to make about Search itself?

1 Need to promote Walking Football more To get mentioned on local radio stations, promoting Search activities weekly

2 No answer No answer3 No answer No answer4 No answer No answer5 Something over holidays when everything stops Grateful. Appreciate everyone, thank you6 It is a marvellous service, well done No answer7 Doing a good job No answer8 Found Search very helpful No answer9 No answer A good facility for the community10 No answer No answer11 I have heard all your services are very helpful All staff very friendly12 Very nice staff I am pleased Benwell has got Search13 No answer Very well organised. Helpful and friendly14 Very good - friendly No answer15 Very responsive Keep up the good work16 No answer No answer17 Caring people doing their very best in a changing world A monumental challenge for each and every one of

them *****18 Excellent service provided A lifeline for retired in many ways19 No No20 No No21 No answer No answer

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22 No answer No answer23 No answer Friendly and helpful24 No answer Friendly and helpful25 All good girls, friendly and helpful No answer26 No answer No answer27 No answer No answer28 No answer No answer29 No answer Thank you for karaoke30 No answer No answer31 No answer No answer32 No answer No answer33 No answer No answer34 No answer No answer35 No answer Supply an amazing range of services and information

delivered in a very user-friendly way36 No answer No answer37 No answer Thank you for providing the fund for our karaoke38 No answer No answer39 No answer No answer40 Search is the best No answer41 Don’t think so They are brill42 Keep helping people The team make everyone feel they are part of a (Search)

family43 I hope to set up with my friends a self-help group ‘Jolly

Girls’, to be able to keep in touch and help othersThank you so much

44 Very informative first point of call As opposite45 No answer I feel this project is very important to the areas it covers,

for people who would never have the chance to do all the 42

things Search provides46 Maybe better coordination...about times for pick-ups Best thing I joined. Lovely people47 No answer No answer48 No No49 Good value for money More activities50 Very friendly, welcoming staff/volunteers and a necessity

for people seeking inclusion/activitiesNo answer

51 Very good, always enjoyed outings No answer52 Search is a valuable asset to the local community As opposite53 Can’t think of any Every time I go there everybody is so kind and helpful54 Really are people-orientated Keep up great work. Many thanks55 Very friendly and helpful - trusted No answer56 No answer No answer57 All good – top marks Good thing for the community58 No answer No answer59 I’m happy with Search and have made friends and have

met some lovely peopleNo answer

60 I think it is really necessary as people always need support – especially lonely people. Something to look forward to

They do a very worthwhile service

61 No answer No answer62 No answer No answer63 No answer No answer64 A big help for older people Thank you everyone65 No answer Search is an excellent service that is available for older

people – getting people out/doing things/meeting people, which is great

66 Very good They do a good job and are very pleasant67 Very comprehensive I don’t know what I’d do without it

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68 Well organised services, lovely people... Hope there is more opportunity for Search to continue69 Extremely caring No answer70 No answer Extremely valuable service to the elderly community71 No Greatly valued by the community72 No answer No answer73 I enjoy coming and using Search The place is so friendly and the staff are wonderful74 Although I do not use many of the services, it’s brilliant to

know they are out therePlease keep up the excellent service

75 No No76 Good Good77 Good Good78 No answer No answer79 Staff at Search have made me very welcome and given me

lots of supportSearch is a very helpful establishment which includes helpful advice and lots of activities

80 No answer Good team81 No answer No answer82 No answer No answer83 Thank you. Very grateful – great listening No answer84 No answer Search has provided me with a huge uplift in confidence85 No answer No answer86 Please keep going No answer87 No answer No answer88 No answer No answer

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Appendix I: Is there anything that would improve Search services for you (Question 18)?

QuestionnaireNumber

Is there anything that would improve Search services for you?

1 Weekly phone call2 No answer3 More money4 No answer5 Have a bigger place6 A weekly coffee morning, for meeting up to make friends7 No answer8 No answer9 No answer10 No answer11 Never been but will start12 No answer13 No answer14 No answer15 No answer16 Communication could be better at times17 Info to inform others. Cannot promise to commit regularly but willing to

talk about a lifelong experiment18 Not at present19 Book club?20 More ...learning?..funding?21 No answer22 No answer23 More outings24 More outings25 Not really26 No answer27 No answer28 No29 No answer30 No answer31 No answer32 No answer33 No answer34 No answer35 No answer36 No answer

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37 No answer38 No answer39 No answer40 No41 No42 None43 To keep in touch with me about different things going on44 No answer45 No46 No answer47 No answer48 No49 More money for the area50 Timeframes to suit51 No answer52 No53 Not really54 No answer55 All good56 Newsletter more often57 More outings and let me know58 Resources for groups59 Happy with service60 No answer61 More day outings62 No answer63 Happy with the service I receive64 No65 1. Tea dance to go back to teaching people the simple sequence dances –

as it was when I started. 2. Better quality food. The American Nite (sic) was good and I know the cost was only £2, but the hot dogs were dreadful. Perhaps you could arrange for better food. Also, just to say the Pie and Peas event was really good food

66 No67 More trips68 More sessions for people to be able to get out and meet other people (to

enjoy life)69 More frequent days out70 No71 No72 No answer73 No, they are so good

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74 No answer75 No76 No answer77 No answer78 No answer79 No80 More funding81 No answer82 No answer83 Larger print e mails84 More help with domestic cleaning services?85 Quite happy86 More help from government87 Improved funding for activities88 No answer

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Appendix J: Are there any other activities you would be interested in taking part in (Question 19)?

QuestionnaireNumber

Are there any other activities you would be interested in taking part in?

1 Darts. Ballroom dancing. Salsa classes2 Crafts and activities3 No answer4 No answer5 Exercise, bird-watching, train trips6 No answer7 No answer8 No answer9 No answer10 No answer11 No answer12 Exercise classes13 No answer14 Walking – local places. Visit garden centres15 Everything considered!16 No answer17 Poetry, philosophy. Positive thinking. Encouraging others18 I always check what’s available weekly19 Exercise etc.20 No21 No answer22 Cycling23 Walking24 Walking. Computer25 No answer26 No answer27 No answer28 Crafts29 No answer30 No answer31 All of them32 All of them33 No answer34 No answer35 Discussion groups/focus groups36 No answer37 No answer

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38 No answer39 No answer40 No answer41 Cooking42 No answer43 Would consider anything44 Cycling. Dance classes with instructor45 No answer46 No answer47 No answer48 No answer49 More trips50 Pottery, woodcraft, yoga - Age UK have withdrawn activity51 No answer52 No53 Not at the moment54 Line dancing; social e.g. country and western nights55 Happy with Knit and Natter and friends56 No answer57 Music and quizzes58 Bowling?59 No60 No answer61 Dance62 No63 No64 No65 No answer66 Pottery and glass painting67 Discussions. Book club68 More trips out, more sessions of all69 No answer70 Swimming – Elswick Pool was closed – used to go to water aerobics71 No72 Line dancing73 Walking. Trips. Healthy eating courses74 No answer75 All sorts76 Food77 No78 No answer79 Volunteering to help older people

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80 Bowls. Pole dancing81 Yes82 No answer83 You name it I’ll try it84 No85 Really miss Elswick Pool86 No, lots going on87 No answer88 Tai chi

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Appendix K: What would you do if Search services weren’t available (Question 11)?

QuestionnaireNumber

What would you do if Search services weren’t available?

1 Probably stay in flat most of day – watching telly2 Seek other similar services. If none available, miss services greatly3 Social life would shrink4 Look for something else5 Be alone a lot6 Be very upset7 No answer8 I would go to Citizens’ Advice9 No answer10 Manage on my own11 No answer12 Look for advice somewhere else13 No answer14 No answer15 Would miss a lot of activities. Would try to find some similar groups16 You would “search” elsewhere17 Very personal response not reproduced here18 Have no social contact or such enjoyable leisure19 Stay in my house 24/720 Don’t know because there is no other place like Search in Newcastle21 Use library or housing office22 I would have nowhere to go23 Lost and out of touch24 I would feel lost25 Nothing26 Unhappy27 Sad28 Try to find out different groups by internet29 Stranded30 Sad31 Will be miss, good opportunity32 As 3133 Worry, sad34 No answer35 Look elsewhere36 Spend more time on other interests37 Stranded

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38 No answer39 Join a dance class40 I would be very sad41 Still be lonely42 Go mad watching day time TV43 Would be stuck in same isolated position [as before?]. My mental health

would be worse. I would be miserable, have no motivation and depressed. Search has given me confidence to take control of my own life, get involved locally with local friendships – people which I had been reluctant to [be with]..before coming to Search

44 No answer45 No answer46 Maybe vegetate47 No answer48 Really do not know. Would really miss our days out49 Stay at home50 Look for similar using libraries/Google51 No answer52 Not sure53 Do not know54 I would not be as active, involved with groups55 Stay at home and be lonely56 Shopping and ...?.. on my own57 Be at home, alone58 Try and find something else, but it doesn’t exist59 I would be disappointed as I feel safe knowing they are there for help and

support and activities60 Nothing61 Spend more time at home62 No answer63 Feel safe they are there if I need their support64 Try to find something else65 I would look for another flower-arranging class66 Be unhappy67 Cry68 Stay at home69 Not be able to travel as far70 Very little71 Stagnate (probably)72 My life would be much duller73 I would be lost without Search74 Be more lonely?

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75 No answer76 Look for another interest and more gardening77 No answer78 A library that runs courses. Local education courses79 Hopefully volunteer in another place. Clients would have to go to another

establishment for advice and it could not be as convenient for travel80 Not a lot81 No answer82 Be stuck83 I would be isolated, lonely, more ill, sad, anxious, not understood84 Struggle – try to find another provider85 Would not like it to close86 Not a lot87 Not much88 Nothing

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