How Hertfordshire Community Meals provides social value

Performance indicators

Every year HCM conducts its Annual Customer Satisfaction Survey; the first of which was carried out in 2011. Broadly speaking, there are two parts to HCM’s survey: Section One, which asks questions about the service itself (e.g. breadth of choice, quality of meals, quality of service) and Section Two, which asks clients a range of questions which are designed to gauge the wider social benefits to clients, their families, and other stakeholders. In 2013, around 600 clients responded to questions in Section One, and around 300 clients responded to questions in Section Two, roughly a 30% and 15% response rate respectively. The results of Section Two are shown in the graph below:

Not only are the results extremely positive; they also indicate that the services provided by HCM offer considerable benefits to a whole range of stakeholders in Hertfordshire’s communities. In question eight (‘I visit my GP less’), for example, response revealed that 30.1% of clients ‘agree strongly’ that they visit their GP less, and a further 36.8% ‘agree somewhat’ that they visit their GP less. This is significant, as it is therefore very likely that HCM is indirectly reducing the strain on GPs (and perhaps other health services) around Hertfordshire.

About this case study

introduction

objectives

change management

performance indicators

Main Contact

Sam Tappenden

Business Development Manager
Hertfordshire Community Meals

Email: sam.tappenden@
hertscommunitymeals.co.uk

Sam Tappenden wrote this case study for Governance International in January 2014.