News

Client Satisfaction Survey Report 2008/2009
Tue, Dec 22 2009

In May, we asked people we support and families in HomeChoices, i-GAIN and Vista to complete a survey about the service they receive from us.

This feedback is important to us because it helps us to make sure we provide the best possible services. Thank you to the people who answered the questions and gave us their feedback.

We have collated the information we gathered from the surveys.

Some of the findings are:

• People we support feel they are given the opportunity to make their own choices and decisions, however they would like to make more decisions in certain areas of their life


• A high proportion of respondents agreed that they received the support required to keep relationships with family and friends


• Access to the community was high and most respondents indicated many community venues they visited and had support to visit. Over 80% of respondents felt they had a good understanding of what was available in the community and felt their staff were supportive of their hobbies and interests


• There was some indication from the answers provided that people we support and their families thought our Complaints and Feedback process could be improved


• A number of the surveys also indicated that they thought rostering of staff and filling vacancies when support staff are unable to work could be better handled and needed improvement.

We have already made some changes based on this feedback.

We have recently streamlined our complaint and feedback process to make it easier for staff and service users. We have built in an acknowledgement process and have started analyzing our complaints to highlight areas of improvements so we can continually improve service delivery.

We have been working on a number of strategies over the past 6 months to improve our rostering systems including reorganising workloads, implementing customer service processes to service delivery and streamlining processes to clarify job roles. Improvements in this area will continue to be the focus in the coming year.

We will continue to work to improve these areas, and we thank everyone for their feedback.

We have started our survey process for 2010. Due to the growth in the number and diversity of the services we deliver, we will be trialing a staged approach to obtaining feedback in 2010.

We will target groups of people who receive similar services rather than everyone at once.

We also aim to hold discussions with a number of small focus groups as part of the survey process to gather more feedback to assist us with our continuous improvement program.

We hope that this new process will provide us with even more feedback. Feedback can be provided anonymously. We hope that everyone will take the time to give us their feedback about how they feel about their services. This is very important to us.

If you have any questions, please contact us at info@tipping.org.au or 03 9564 1000.