1. What our patients say – results of the annual service user survey 2013. Siân Percival-Edwards BSc (hons); MSc (dist.): FHEA Spring Conference 2013

2. User survey 2013 6 categories: Classes How we communicate Volunteering Events Interim testing Healthy lifestyles programme 40% response rate. Responses from all sites. Spring Conference 2013

3. Heartbeat exercise classes Time of class 60% prefer early to mid morning classes. Venue 95% venue meets expectations. Variety of exercises 98% happy with the exercises during class. Spring Conference 2013

4. Communication to our members Communication is the best way to create strong relationships. On the whole, information we are sending out is: Easily understood. Frequent. Improved over the last 12 months. Website Only 66 members had visited the site. Electronic communication Spring Conference 2013

5. Volunteering Spring Conference 2013

6. Fundraising events Members were asked about the type of events they would attend and support. Spring Conference 2013

7. Interim step test Method of monitoring progression. Overall the step test was a positive experience for all involved with some great results. Spring Conference 2013 “Very encouraging - gives reassurance that all should be well” “Thanks for introducing this. Hope I don’t miss the follow up”.

8. Healthy lifestyles programme November 2012. Comprehensive rehabilitation to include exercise training and behavioural change through education and support to prevent further events. Spring Conference 2013

9. Using the feedback … Its not just about developing new services its about ensuring our current provision is meeting our members expectations. Regular site audits: Equipment Staff Venue Spring Conference 2013

10. Outlook for 2013 Additional classes Listening services Prevention services Heart smart Healthy lifestyle workshops at all sites Meet the 7 core components of the BACPR Spring Conference 2013

11. Feedback from our members … “I find all the staff greatly very helpful. Have no complaints- the service is excellent” “I enjoy coming to the session and have met good friends. Very impressed with the organisation, the help and the advice given” “Heartbeat exercises have done me the world of good and I often feel fitter now than 20 years ago” “Having an organised exercise twice a week motivates me to exercise regularly to a reasonable level. I feel 'better' after exercise and know I would not do as much if not available. Social side is a bonus” “I feel fitter now than I did 10 years ago” Spring Conference 2013