We pride ourselves on providing high-quality information and delivering an excellent service to all those affected by stroke. Our commitment to you is that:
- We'll listen to you.
- We'll provide you with an excellent level of service.
- We'll provide that service in a timely and friendly manner.
- We'll treat you fairly and sensitively.
On this page, you can read more about our commitment to quality and how we're performing against these standards.
Our services
We monitor and evaluate the performance and impact of our commissioned services against our service standards to ensure we are providing the best possible support. The success of our commissioned services is measured through satisfaction surveys. Last year:
- 97% of our survey respondents felt that they were provided with the information that they needed.
- 93% of respondents felt that this information was easy to understand.
- 99% felt that our staff were skilled, knowledgeable and approachable.
Read the most recent survey results below:
- Satisfaction survey results 2018-19
- Satisfaction survey results 2017-18
- Satisfaction survey results 2019-20
Quality Account report
We're delighted to be sharing the Stroke Association's Quality Account.
Quality is central to all that we do. It is embedded throughout the direct support we provide, as well as the enabling processes and systems we have in place to ensure support is delivered in a way that's effective, safe and offers a positive experience.
We're committed to monitoring, evaluating and improving quality across our support, for stroke survivors and their families, ourselves and our funders.
- Quality Account 2025/26
- Quality Account 2024/25
- Quality Account 2023/24
- Quality Account 2022/23
- Quality Account 2021/22
Data Security and Protection Toolkit
We're required by our commissioners to complete a Data Security and Protection toolkit on an annual basis. This toolkit assesses us against the National Data Guardian's Data Security Standards.
All providers of NHS commissioned services, which includes us, have been required to have their Data Security and Protection toolkit submission audited. The attached report summarises the results of our audit and confirms we're performing at an acceptable standard.
Stroke Support Helpline
The performance of the Helpline is measured against our service standards to ensure that we're providing an excellent service.
- This year, we answered almost 19,500 enquiries. This was an increase of 7% compared with last year.
- Last year, between 1 April 2018 and 31 March 2019, we answered 79% calls received during opening hours.
Read more about our Stroke Helpline quality and performance
Our health information
We are committed to providing high-quality information to people affected by stroke, health professionals and other members of the public.
Driving improvements in treatment and care through stroke research
Since 1991, the Stroke Association has spent more than £56 million supporting vital stroke research. This has improved care and treatment for stroke along the whole patient journey including emergency treatment, care in the community, and stopping stroke from happening.
Find out more about our research successes.
Gender pay gap report
Our April 2025 (snapshot) Gender Pay Gap
We’re pleased that our Gender Pay Gap has improved slightly since last year’s report. We’re continuing to review our gender pay gap data every 6 months to be more responsive to changes we’re making within our charity.
- Our Mean gender pay gap was 15.6%. This is a reduction from 17.6% in 2024.
- Our Median gender pay gap was 20.8%. This is a reduction from 22.9% in 2024.
This means, we’ve seen a 2% decrease in our Mean gender pay gap and a 2.1% decrease in our Median pay gap since 2024.
| 2025 | A. Lower | B. Lower middle | C. Upper middle | D. Upper | No. (%) of Employees |
|---|---|---|---|---|---|
| Female | (92.9%) | (87.8%) | (82.3%) | (72.6%) | (83.9%) |
| Male | (7.1%) | (12.2%) | (17.7%) | (27.4%) | (16.1%) |
| Percentage of total | (25%) | (25%) | (25%) | (25%) | (100%) |
This table includes the percentage of male and female staff in each pay quartile.
We publish bonus pay data. This isn’t because we’ve introduced bonus pay, but because we want to be transparent. Both our mean and median bonus Gender Pay Gap is 0%.
You can also view our Gender Pay Gap reports from previous years here:
- 2024 Gender Pay Gap Report
- 2023 Gender Pay Gap Report
- 2022 Gender Pay Gap Report
- 2021 Gender Pay Gap Report
- 2019 Gender Pay Gap Report
- 2018 Gender Pay Gap Report
- 2017 Gender Pay Gap Report
Compliments and complaints
We welcome feedback and ensure we learn from complaints. Download a summary of our compliments and complaints.
If you need to raise a concern or provide us with suggestions, please do not hesitate to contact us.