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Service User Evaluation Policy

Effective Date: January 2024
Last Review Date: January 2026

1. Purpose

Overcome is committed to monitoring and improving the quality and effectiveness of its services. This policy outlines how feedback and outcome data from service users are collected, reviewed, and used to inform ongoing service development.

2. Scope

This policy applies to:

  • All clients receiving coaching services
  • All staff, trainees, and volunteers involved in service delivery

3. Methods of Service User Evaluation

Overcome uses a combination of quantitative and qualitative methods to evaluate services:

Outcome Measures

  • Clients complete validated measures including:
    • PHQ-9
    • GAD-7
    • Cantrill Ladder
  • These are collected at:
    • Initial sign-up
    • After every two sessions
    • Final session

This allows monitoring of:

  • Individual client progress
  • Overall service effectiveness

Client Feedback

  • Clients are encouraged to provide feedback on their experience
  • Feedback may be collected through:
    • Informal feedback during sessions
    • Post-session ratings
    • End-of-programme feedback
    • Testimonials (with consent)

Public Feedback Platforms

  • Overcome monitors feedback on external platforms such as Trustpilot
  • Public reviews are used to:
    • Identify themes in client experience
    • Highlight areas for improvement
    • Inform service development

Open Feedback Channels

  • Clients can provide feedback or raise concerns at any time via:
  • Complaints are managed in line with the Complaints Policy

4. Use of Feedback and Data

Feedback and outcome data are used to:

  • Monitor service quality and effectiveness
  • Identify areas for improvement
  • Inform training and supervision
  • Review and improve policies and procedures
  • Support organisational learning and development

This includes both internally collected feedback and publicly available feedback (e.g. Trustpilot reviews).

5. Monitoring and Oversight

  • Outcome measures and feedback are reviewed by:
    • Clinical supervisors
    • Senior management
  • Themes and trends are discussed in:
    • Management meetings

Where appropriate:

  • Changes are implemented to improve service delivery

6. Confidentiality and Data Protection

  • All feedback and outcome data are handled in accordance with GDPR
  • Client anonymity is maintained where possible
  • Testimonials are only used with informed consent

This policy is reviewed annually or as required.