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-1143000-91440000242379559721752019 Customer Survey002019 Customer SurveyContents TOC \o "1-2" \h \z \u TOC \o "1-3" \h \z \u 1Contents PAGEREF _Toc15563329 \h 22Customer Survey 2019 PAGEREF _Toc15563330 \h 32.1Introduction PAGEREF _Toc15563331 \h 32.2Methods PAGEREF _Toc15563332 \h 32.3Results PAGEREF _Toc15563333 \h 42.3.1Who completed the survey PAGEREF _Toc15563334 \h 42.3.2Yooralla support services customers received PAGEREF _Toc15563335 \h 52.3.3Net promoter score PAGEREF _Toc15563336 \h 52.3.4Satisfaction with Yooralla services PAGEREF _Toc15563337 \h 62.3.5Knowledge of how to make a complaint PAGEREF _Toc15563338 \h 72.3.6Staff understanding of customer needs PAGEREF _Toc15563339 \h 82.3.7Staff support for customers to make their own choices PAGEREF _Toc15563340 \h 102.3.8Customers' agreed goals with Yooralla PAGEREF _Toc15563341 \h 102.3.9Staff help working towards customer goals PAGEREF _Toc15563342 \h 122.3.10Communication about changes at services PAGEREF _Toc15563343 \h 132.3.11Clarity of staff communication PAGEREF _Toc15563344 \h 142.3.12Staff respect for customer's culture, beliefs and background PAGEREF _Toc15563345 \h 152.3.13Customers feeling safe and at ease using Yooralla services PAGEREF _Toc15563346 \h 162.3.14Customers being treated with respect PAGEREF _Toc15563347 \h 172.3.15Provision of information around transition to NDIS PAGEREF _Toc15563348 \h 182.3.16Customers getting the supports they want from Yooralla PAGEREF _Toc15563349 \h 182.3.17Preference to change the supports received from Yooralla PAGEREF _Toc15563350 \h 192.3.18Additional comments PAGEREF _Toc15563351 \h 20Customer Survey 2019IntroductionThe annual Customer Survey seeks to elicit information from customers, their family carers or advocates on customers’ satisfaction and experience with Yooralla services. Insights gained from the survey complement the findings from the analysis of unsolicited feedback received in the form of complaints, compliments and suggestions. The survey provides people with an opportunity to express their general feelings about Yooralla in a way and at a time that is removed from any particular event – whether positive or negative.Yooralla values the consideration of all respondents to reflect on their experience. The survey provides space for comments to describe in more detail why a person answered various questions in the way they did. These comments provide rich understandings from the customer perspective and play a key role in shaping our approach to continuous quality improvement.MethodsThe 2019 survey followed previous surveys conducted in 2015, 2016 and 2017. Unlike the earlier surveys where a sample of customers were chosen at random to take part, in 2019 all customers who receive residential support services or who attend a community hub were invited to complete the survey. The survey was completed by 151 individuals from the 750 who were eligible, giving a response rate of 20.1 per cent.The survey was conducted between 26 February 2019 and 1 April 2019.Participants were given the choice of completing the survey online or via a printed questionnaire. Two versions of the printed questionnaire were available – one in plain English and one in easy English. The easy English questionnaire covered all areas of the survey but provided fewer response options for several questions for ease of comprehension.The questionnaire retained many of the questions from previous years to enable trends to be examined. A Net Promoter Score question was added in 2019 to establish the extent to which customers advocate for Yooralla.The survey was completed by 151 respondents, of whom 37 were easy English (25 per cent). Of the 114 respondents who completed the plain English survey, 55 were completed online and 59 were completed as written surveys and returned by mail or email to the Quality, Innovations and Safeguards division for manual data entry.ResultsWho completed the surveyOf the 151 respondents, 59 were completed by the customer themselves. While 31 respondents chose the 'guardian/advocate' option, it was apparent from the various open-ended comments sections that the respondent was often completing the survey on behalf of their adult son or daughter.Yooralla support services customers receivedMany customers report receiving multiple services from Yooralla. The 150 respondents reported a total of 304 so on average Yooralla's residential services and community hub customers typically receive one other Yooralla service. Of the 'other' services, in-home-support was mentioned by one promoter scoreQuestion 3 was a new addition to the survey in 2019. The net promoter score (NPS) is calculated by subtracting the percentage of 'detractors' (those responding 0 - 6) from the percentage of 'promoters' (those responding 9 or 10). Yooralla's NPS was 18.88 (45.46% minus 26.58%). A positive NPS means that more customers can be expected to advocate for Yooralla than there are who may spread criticism of the organisation. This question has several benefits - it will enable monitoring of the NPS over time, potentially will enable benchmarking with other providers in the disability sector, and provides a valuable means of disaggregating comments provided in answers to various other questions. For example, by examining specifically the comments of respondents who scored Yooralla low for Question 3 we can identify potential areas for improvement.Satisfaction with Yooralla servicesIn 2019, 94% of respondents were either satisfied or very satisfied with the services they receive from Yooralla. Note that the sample size in 2019 (n=149) was higher - therefore potentially more reliable - than in previous surveys (143 in 2015, 119 in 2016, and 120 in 2017).The word cloud below arose from the 53 comments provided to Question 4.Of the 37 respondents who provided an answer between 0 and 6 for Question 3, 76% (n=28) were satisfied or very satisfied with the services they receive. All 105 respondents who answered between 7 and 10 for Question 3 were satisfied or very satisfied with the services they receive from Yooralla.Knowledge of how to make a complaintSince the introduction of the customer survey in 2015 there has been a substantial increase in the percentage of customers who are confident that they would know how to make a complaint if the need were to arise. This reflects a concerted effort from across Yooralla to ensure that customers understand their right to provide feedback.Note that a reduced range of response options was available on the easy English survey instrument, which was completed by a quarter of respondents. Specifically, the 'strongly agree' and 'strongly disagree' options were intentionally not provided for ease of comprehension. The same attenuation of easy English response options applies to the remaining questions on the survey.The above word cloud, which emerged from the 40 comments provided to Question 5, indicates that customers and family would, in the first instance, talk with the service manager if they felt the need to raise a concern or complaint. Implicit is a trusted relationship with staff and management where people feel confident that they can raise a complaint without fear of reprisal.Staff understanding of customer needsNinety-four per cent of respondents agreed or strongly agreed with the statement that "staff understand my needs". This figure is similar to the response reported in previous surveys.The gist of the 40 comments was that permanent staff have better knowledge of a customer's specific needs than do casual staff.Staff support for customers to make their own choicesIn 2019, as in previous years, there was very strong agreement with the statement that "staff support me to make my own choices".Customers' agreed goals with YoorallaAs in previous years, nine out of ten customers reported having agreed goals with Yooralla. Perhaps with most customers now having transitioned to the National Disability Insurance Scheme, with its emphasis on goal setting and attainment, a higher rate in 2019 might have been anticipated. However, previous surveys included a sample of children, for whom their parents responded, and typically children's rates of having agreed goals would be higher than for adults.Staff help working towards customer goalsNinety-two percent of respondents agreed or strongly agreed with the statement that "staff help me work towards my goals." This figure is similar to that reported in the previous two surveys. There is an odd relationship between the answers to Questions 8 and 9 where in 2016 and 2019 a higher proportion of respondents indicated that staff help them work towards their goals than the proportion who state that they have agreed goals. This apparent lack of internal consistency suggests that some respondents may not be really clear about their goals but wish to provide a 'socially desirable' munication about changes at servicesEighty-eight percent of respondents agreed with the statement that "staff tell me about changes that are happening with the services I use". This is a slight fall from the previous surveys and points to an opportunity for improvement in the area of communication.Clarity of staff communicationNinety-five percent of respondents agreed with the statement that "staff explain things to me clearly", which is very similar to the figures reported in the previous two surveys.Staff respect for customer's culture, beliefs and backgroundNinety-six percent of respondents agreed or strongly agreed with the statement that "Yooralla understand my culture, beliefs and background", which is similar to the figures reported in the previous two surveys.The number of comments received for this question (18) was insufficient to generate a word cloud. However, some comments indicated uncertainty on the part of people who are not religious or a member of a minority population. This perceived lack of applicability may also explain why 10 respondents chose to skip this question.Customers feeling safe and at ease using Yooralla servicesNinety-three percent of respondents agreed with the statement that "I feel safe and at ease using Yooralla services'. A downward trend has emerged over the three most recent surveys in this key aspect of service delivery. Of the 11 respondents who disagreed with the statement, six provided comments which were as follows:"Sometimes other people scare me. I don't like it when [customer's initials] takes my food. [A second customer's initials] throws things at me.""Because of the lack of training, on some shifts, I feel unsafe. Also with inexperienced staff.""Scared when people have a fit.""I live with another customer who sometimes swears at me and hits me. I am being supported by my Service Manager to work through this.""Overnight is our biggest concern when one staff member is on duty there should never be a male staff member left in the house alone. And NO casuals on duty overnight. We would like security cameras installed in the common areas.""Especially overnight we do not feel at ease."Customers being treated with respect'Respectful' is a Yooralla value and the very strong level of agreement (97%) with the statement that staff treat customers with respect is reflected in the word cloud from the associated comments. The word 'always' is salient, reflecting a sentiment that respect must be demonstrated constantly to have real meaning.Provision of information around transition to NDISSeventy-nine percent of respondents either 'agreed' or 'strongly agreed' with the statement that "I am satisfied with the Information and supports Yooralla has provided for my transition to the NDIS".Customers getting the supports they want from YoorallaEighty-two percent of respondents 'agreed' or 'strongly agreed' with the statement that "In the last 12 months, I have been getting the disability supports I want from Yooralla".Preference to change the services and supports received from YoorallaFor Question 17, two separate word clouds were produced because the comments for those answering 'Yes' and 'No' are different. The word cloud for those answering 'Yes' reflects a common desire to increase the number of days to attend their community hub.For the majority of respondents who answering 'No', the word cloud confirms a general preference to continue with the current Yooralla supports the customers receive. Additional comments ................
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