‘Keep up the good work’ was one of the key messages which came out of our 2010 annual organisation wide satisfaction survey.

All our key stakeholders - the people we support, their families and their care managers - were asked for their views on a wide range of issues relating to how person centred we are, our Support Workers and senior staff, referrals and placement and our service provision.

With one in three people approached responding to the survey, we are delighted to say that much of the feedback highlighted how we deliver person centred, high quality care and support; how we are caring and supportive;  how we provide good value for money; and how we work hard to meet the needs of the people we support.

We are listening

The feedback we’ve received is incredibly valuable to us and is helping us to shape the way that we deliver our services, and whilst we do get some things right, we also know there’s always room for improvement.

“It’s always great to get positive feedback,” comments Director of Quality, Dorothy Delooze, “and whilst we are doing well in most areas, we’re addressing those areas where we need to improve as part of our continuous improvement agenda."

Dorothy continues, " we’ve listened to, and taken on board the comments made, and over the past few months, we’ve focused on some of the areas that we felt we could develop to enhance and improve the services we provide.”

With the introduction of user led focus groups, an organisation wide recruitment strategy, more detailed outcome focused support documentation, a more developed customer service programme and the introduction of a referral assessment tool, we’ve also created more opportunities to listen to feedback and become more accessible for people to provide their thoughts and comments.

For a full summary of the feedback from the survey, take a look at Survey Results >>>