Your feedback in action: Measuring progress at the Student Wellness Hub

If you’re one of the more than 10,000+ students who’ve accessed services at the Student Wellness Hub since we launched, you’ve probably received a link to complete a satisfaction survey based on your experience. You might be wondering why we send these out, does the data and information collected really go anywhere?

We use your feedback to determine how you, our students, are experiencing the Hub. We want to know which parts are working for you, which parts aren’t, and continue working towards making things better.

Here's a comparison of some of our latest data, from January 6^th to 17^th, with the first set of results from the Fall (September 1^st- November 15^th). The comparison demonstrates where the changes we’re making have positively affected the student experience, and where we’re still working towards the best possible service.

Reason for Visit

Primary reasons for students visiting the Student Wellness Hub. Physical and mental health visits are fairly evenly split, and many students come for general information requests.

Access to Information and Checking In

Accessing information about the Hub and the process of checking in for appointments is getting easier, with an approximately 10% jump on average in overall satisfaction for both.

Accessing information about the Hub and the process of checking in for appointments is getting easier, with an approximately 10% jump on average in overall satisfaction for both.

Customer Service Experience

Overall satisfaction with customer service has increased significantly since the Hub launched. In total, an average of 74.5% of students rated their experience "good" to "excellent", up from an average of 56.9% when we opened in the fall.

Overall satisfaction with customer service has increased significantly since the Hub launched. In total, an average of 74.5% of students rated their experience "good" to "excellent", up from an average of 56.9% when we opened in the fall.

Professional Experience

Students have been very happy with our professional staff, with more than 75% consistently saying their experience was "good" to "excellent".

Students have been very happy with our professional staff, with more than 75% consistently saying their experience was "good" to "excellent".

Improving Customer Service

The survey results indicate that the customer service experience at the Hub is improving. Frontline and administrative staff have had access to ongoing coaching and training. We’re also collaborating with McGill Organizational Development to implement a Service Excellence model for the Hub. We'll continue to work towards improved customer service, as we want as many students as possible to leave the Hub satisfied with the service they've received.

Checking In & Getting Care

Our new kiosk system has made the check-in experience for students smoother than before the Hub launched. Most students are also reporting positive experiences with their care providers, both for physical and mental health. Not only are students reporting that they feel heard and respected by clinicians, but they also feel like the next steps of care are made clear to them. Clinicians also have access to ongoing training to help constantly improve our standard of care.

So What’s Next?

We’ll continue to send user surveys throughout the year, and are always looking for new ways for students to send us their feedback. Your comments help us understand your experiences and recognize where we can continue to improve. In addition to our anonymous feedback form, hub.clinic [at] mcgill.ca (Hub email address), and clinician feedback form, soon students will be able to text their comments to us in real time. Stay tuned for updates!

* An earlier version accidentally repeated the data for "courtesy of staff" twice--both under "information provided on the phone" and "courtesy of staff".  We have corrected the error.