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TRANSCRIPT
1
2019 Customer
Survey
1 Contents
1 Contents.....................................................................................................22 Customer Survey 2019................................................................................3
2.1 Introduction........................................................................................32.2 Methods..............................................................................................32.3 Results................................................................................................4
2.3.1 Who completed the survey.............................................................................4
2.3.2 Yooralla support services customers received............................................5
2.3.3 Net promoter score.........................................................................................5
2.3.4 Satisfaction with Yooralla services...............................................................6
2.3.5 Knowledge of how to make a complaint.......................................................7
2.3.6 Staff understanding of customer needs........................................................8
2.3.7 Staff support for customers to make their own choices...........................10
2.3.8 Customers' agreed goals with Yooralla......................................................10
2.3.9 Staff help working towards customer goals...............................................12
2.3.10 Communication about changes at services...............................................13
2.3.11 Clarity of staff communication.....................................................................14
2.3.12 Staff respect for customer's culture, beliefs and background.................15
2.3.13 Customers feeling safe and at ease using Yooralla services...................16
2.3.14 Customers being treated with respect........................................................17
2.3.15 Provision of information around transition to NDIS..................................18
2.3.16 Customers getting the supports they want from Yooralla........................18
2.3.17 Preference to change the supports received from Yooralla.....................19
2.3.18 Additional comments....................................................................................20
2
2 Customer Survey 20192.1 Introduction
The 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.
2.2 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.
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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.
2.3 Results
2.3.1 Who completed the survey
Of 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.
4
2.3.2 Yooralla support services customers received
Many 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 customer.
2.3.3 Net promoter score
Question 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
5
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.
2.3.4 Satisfaction with Yooralla services
In 2019, 94% of respondents were either satisfied or very satisfied with
the services they receive from Yooralla.
2017 201970
75
80
85
90
95
100
89
94
Customers who were 'satisfied' or 'very satis-fied'
Year of Customer Survey
Perc
ent
Note that the sample size in 2019 (n=149) was higher - therefore
potentially more reliable - than in previous surveys (143 in 2015, 119 in
6
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.
2.3.5 Knowledge of how to make a complaint
Since 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.
7
2017 201970
75
80
85
90
95
100
77
93
I know how to make a complaint at Yooralla
Year of Customer Survey
Perc
ent
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.
2.3.6 Staff understanding of customer needs
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Ninety-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.
2017 201970
75
80
85
90
95
100
93 94
Staff understand my needs
Year of Customer Survey
Perc
ent
The gist of the 40 comments was that permanent staff have better
knowledge of a customer's specific needs than do casual staff.
9
2.3.7 Staff support for customers to make their own choices
In 2019, as in previous years, there was very strong agreement with the
statement that "staff support me to make my own choices".
2017 201970
75
80
85
90
95
100
95 95
Staff support me to make my own choices
Year of Customer Survey
Perc
ent
10
2.3.8 Customers' agreed goals with Yooralla
As 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.
2017 201970
75
80
85
90
95
100
9391
I have ageed goals with Yooralla
Year of Customer Survey
Perc
ent
11
2.3.9 Staff help working towards customer goals
Ninety-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' response.
12
2017 201970
75
80
85
90
95
100
9092
Staff help me work towards my goals
Year of Customer Survey
Perc
ent
2.3.10 Communication about changes at services
Eighty-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.
13
2017 201970
75
80
85
90
95
100
9088
Staff tell me about changes that are happening with the services I use
Year of Customer Survey
Perc
ent
2.3.11 Clarity of staff communication
Ninety-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.
14
2017 201970
75
80
85
90
95
100
94 95
Staff explain things to me clearly
Year of Customer Survey
Perc
ent
2.3.12 Staff respect for customer's culture, beliefs and background
Ninety-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
15
why 10 respondents chose to skip this question.
2017 201970
75
80
85
90
95
100
9496
Yooralla understand my culture, beliefs and background
Year of Customer Survey
Perc
ent
2.3.13 Customers feeling safe and at ease using Yooralla services
Ninety-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.
16
2017 201970
75
80
85
90
95
10096
93
I feel safe and at ease using Yooralla services
Year of Customer Survey
Perc
ent
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."
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2.3.14 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.
2.3.15 Provision of information around transition to NDIS
Seventy-nine percent of respondents either 'agreed' or 'strongly agreed'
with the statement that "I am satisfied with the Information and supports
18
Yooralla has provided for my transition to the NDIS".
2.3.16 Customers getting the supports they want from Yooralla
Eighty-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".
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2.3.17 Preference to change the services and supports received from Yooralla
For 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.
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2.3.18 Additional comments
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