We Hear YOU!

Big or small – changes have a positive impact on everything we do!

Student feedback has driven many changes over the years. It has enhanced, created and even got rid of services and programs; it has even built buildings!

Not all change is possible but Algonquin takes your feedback very seriously and uses it to pivot quickly when needed and helps prioritize strategic initiatives. The list of improvements Algonquin has made is long – but we’ve captured a variety of them below.

How would you like to hear about changes made from Student Feedback? Tell us here.

Health Services

We definitely read and track the survey results and feedback on a regular basis, and use them to inform the staff in Health Services. Positive feedback for kudos and encouragement and to let the team know they are doing a great job. Negative feedback to help us assess our processes to see if/how we can make improvements.

Examples of how we’ve used student feedback to make changes in Health Services are:

Voice mail message: during business hours was the same as the one for after hours which caused confusion and frustration; we now have 2 different voice mail settings now. One for business hours when call volumes are high and calls go to voice mail, and one for after hours/weekend.

Video appointment versus phone call: the service existed but was under utilized. We now ensure the choice is provided to students when booking a remote appointment

Vaccine availability: students were asking for COVID-19 vaccines to be available on campus; this was implemented for June and July for first dose only and then again September.

Wait times: Although wait times fluctuate throughout the year, we have made some improvements and wait times for Fall 2021 had significantly reduced.

Online Booking: This option is currently being explored with hopes of implementation by Spring/Summer 2022 (dependent on funds and other supports)

Appointment Reminders: Text message reminders for appointments with doctors.

Preferred versus legal name: Students provided feedback they would like to be addressed by their preferred name and not their legal name. We implemented a process to ensure preferred name and gender is in chart.

Campus Services

Payment options: Addition of VISA Debit as a payment option for The Campus Store website.

Campus printers:

  • Labelling printers with the printer name to make it easier to find specific printers.
  • Development of campus printing hubs
  • Improved student printing experience on campus

Book buyback: Expansion/promotion of used book buyback program

Card Services: online students now able to print on campus

Food variety: 35th Street Market Café in Residence- added variety, more fresh items and more items to go.

Student Services

Mental Health: The Spring 2021 Student Experience Survey identified that 60% of students were concerned with their mental or emotional health. In consultation with the International Education Centre and Counselling Services it was identified that due to Covid-19 a number of international students were studying in their own country, and our counsellors were unable to legally offer counselling to these students. An incident with a distressed student in Kenya highlighted how critical providing 24/7 mental health care for these students was. So, Counselling Services purchased 500 licenses for ‘Keep Me Safe’, a multi-language, multi-platform tool that any student outside of province/country can use to receive mental health support. Faculty can also use the tool to consult on cases that concern them at no additional charge. This service became available in September 2021.

Homelessness: It was identified that 9% of Indigenous students were experiencing homelessness or were at risk of homelessness, compared to 4% of non-Indigenous, this was also found to be consistent with previous experiences of homelessness. In response to this data Counselling Services used some of its provincial mental health grant to purchase 3 rooms in residence that is to be used by students that were homeless or in precarious housing situations, to provide stability and safety while a longer-term solution is looked for. This room is reserved for three semesters, only to be used by students who are homeless or at risk of being homeless. Counselling Services and the Residence team have updated their referral process to reflect this new arrangement. In September 2021, the first homeless student was temporarily housed in this room.

Test Centre

Online Booking: The Test Centre’s website was revamped and reorganized to make it more accessible and user friendly. In addition, a series of “how to” videos were produced to walk applicants through the booking processes.

Library Services

Library Website: The Fall 2020 Student Experience Survey identified challenges students were having accessing resources on the library’s web site, leading to steady improvements, evidenced in the Spring 2021 survey results. Students attending a Library orientation went from 17% to 22%, percentage of students accessing the Library’s web site went from 34% to 36%, the percentage of students finding the web site difficult to navigate dropped from 24% to 13%, and awareness of the Library’s web site and resources rose from 77% to 81%. These improvements were the result of the Library responding to feedback and updating its web site, providing additional workshops related to navigating the Libraries resources and databases and utilizing the AC Hub marketing team to promote services, this work has continued into Fall 2021.

How would you like to hear about changes made from Student Feedback? Tell us here.