2013 Satisfaction Survey. How are we doing? Easier to Read Version
|
|
|
- Isaac Lawson
- 10 years ago
- Views:
Transcription
1 2013 Satisfaction Survey How are we doing? Easier to Read Version We asked people some questions about their support. Here is some of what people said and the changes we will make.
2 That someone who knows you well has helped with planning your support My support meets my needs Very happy 15 people Happy 7 people OK 0 people Happy 6 people OK 1 person We will carry on matching a key worker to you to give you help with planning your support. We will continue to involve your family and friends if you want us to. We will make sure you have a say when your support plans are reviewed and find out if there is anything else we can support you with. 2 3
3 I am able to decide who comes to my meetings I am involved in choosing my staff Very happy 12 people Happy 5 people OK 5 people Happy 6 people OK 1 person We will make sure we find out who you would like to come to your meetings. We will support you to Chair your meetings if you want to. We will help you to complete a Choosing My Support Team document and to have staff who enjoy the same things as you. 4 5
4 My staff have the right skills to support me I am given information in a way I understand Happy 7 people OK 1 person Happy 6 people OK 2 people We will make sure that your staff have all the right skills. This means that they will have training and supervision regularly. We will talk with you about what is the best way to give you information. We will put this into your Support Plan. 6 7
5 My staff listen to me and treat me well If I am unhappy I know who to talk to Happy 6 people OK 2 people Very happy 12 people Happy 7 people OK 2 people We will make sure you are able to tell us if you are unhappy with any of your staff team. Managers will spend more time with your staff. We will make sure you, and people you trust, have a copy of our Complaints procedure. 8 9
6 Things change for the better if I complain I feel safe in my home Very happy 13 people Happy 5 people OK 2 people Very happy 16 people Happy 5 people OK 1 person We will make it easier for you to make a complaint. We will continue to make sure we listen to complaints and act on them. We will continue to ask you if you feel safe and work with you to make sure you do feel safe
7 I know who to contact if things go wrong I am supported to get to health services when I need to Very happy 13 people Happy 8 people OK 1 person Very happy 17 people Happy 5 people OK 0 people Your Team Leader and Service Manager will spend more time supporting you. We will carry on making sure every person has a Health Action Plan if they need one
8 My staff listen to me and treat me well What is the best thing about your support? This is what people said: Happy 6 people OK 2 people What can we do better? This is what people said: We will make sure you are able to tell us if you are unhappy with any of your staff team. Managers will spend more time with your staff
9 Thank you for reading this feedback. We are pleased that no one is unhappy about the support they get, but we know there is always room for improvement. A new survey will be sent to you soon for Please don t wait to tell us about what you think about your support and let us know straight away if you have any concerns. Notes You can contact us by: Speaking to a manager when they visit Telephoning the office on:
10
What is a Mencap personal support worker? Easy read. 2009.289 What is a Mencap support worker3.indd 1 16/11/2009 16:40
What is a Mencap personal support worker? Easy read 2009.289 What is a Mencap support worker3.indd 1 16/11/2009 16:40 A personal support worker is someone who is employed by Mencap and is there for you.
Making a complaint about the NHS
Making a complaint about the NHS NHS SCOTLAND The NHS tries hard to look after you, but sometimes things go wrong. This leaflet tells you what to do if you are not happy with the NHS. Things you can complain
Greater Manchester NHS Clinical Assessment & Treatment Service (GM CATS) Comments, compliments and complaints. Patient guide
Greater Manchester NHS Clinical Assessment & Treatment Service (GM CATS) Comments, compliments and complaints Patient guide Patient satisfaction comments & compliments We hope you re delighted with the
Is healthcare Getting Better for people with a learning disability?
Is healthcare Getting Better for people with a learning disability? What is it about? A report was made by Mencap, BILD and the Department of Health We worked together to find out what people with a learning
Guide to making an NHS Complaint
Guide to making an NHS Complaint Introduction Most people are happy with their NHS treatment however if this is not the case and you are unhappy with the service you or others have received from a hospital,
Compliments, comments concerns and complaints
Compliments, comments concerns and complaints Introduction At Gateshead Health NHS Foundation Trust we work hard to deliver a first-class comprehensive health care service. We value the opinions of patients
The Legal Ombudsman can help you resolve your complaint about legal services
Legal Ombudsman Here to help What to do if you have a complaint The Legal Ombudsman can help you resolve your complaint about legal services Are you unhappy with the service your lawyer or law firm has
How to get fewer phone calls you do not want
How to get fewer phone calls you do not want This is an EasyRead leaflet of: Nuisance calls and messages - Consumer guide. About us We are called the Office of Communications. Or Ofcom for short. We make
Making a complaint about government departments and services to the Parliamentary Ombudsman
Making a complaint about government departments and services to the Parliamentary Ombudsman Section 1 Can we look at your complaint? Have you complained to the organisation? Yes No Have you received a
you Customer Satisfaction Survey 2009
Customer Satisfaction Satisfaction Index TM league table 50.0% 60.0% 70.0% 80.0% 90.0% 100.0% Survey 2009 At we re working hard to change the way we run our business to give you the best possible service,
? If your problem is about decisions related to benefits,
Chapter 9: What to do if you have a problem or complaint (coverage decisions, appeals, complaints) 188 MAKING COMPLAINTS SECTION 10 How to make a complaint about quality of care, waiting times, customer
Using a Bank Account. The Easy Picture Guide to. Banking
Using a Bank Account The Easy Picture Guide to Banking T his Guide has been put together to help you to understand how to use your Bank Account in ways that are right for YOU. It has been written to be
Making a complaint about the NHS in England
Making a complaint about the NHS in England The Health Service Ombudsman can carry out independent investigations into complaints made about poor treatment or service provided through the NHS. We are the
1 Greet the Caller. 2 Provide Assurance. 3 Gain Permission to
Delivering The BEST CARE to Our Customers Connect with Caller Service Excellence is the ability to provide predictably positive experiences that meet or exceed our customer s expectations. The BEST CARE
CUCKFIELD MEDICAL PRACTICE & THE VALE SURGERY COMPLAINTS POLICY & PROCEDURE
CUCKFIELD MEDICAL PRACTICE & THE VALE SURGERY COMPLAINTS POLICY & PROCEDURE Cuckfield Medical Practice and The Vale Surgery 1 CONTENTS Contents Page Introduction 1.0 NHS Complaints Regulations 3 2.0 Who
NHS Complaints Advocacy
NHS Complaints Advocacy Raising Concerns or Complaints About the NHS Advocacy in Surrey is provided by Surrey Disabled People s Partnership (SDPP) In partnership with SDPP is a registered Charity: 1156963
How to make a complaint about quality of care, waiting times, customer service, or other concerns
SECTION 10 Section 10.1 How to make a complaint about quality of care, waiting times, customer service, or other concerns What kinds of problems are handled by the complaint process? This section explains
06. Create a feedback loop. 01. Create a plan. 02. Improve People skills. 07. Get a tool that supports the workflow. 03. Keep your promises
01. Create a plan 06. Create a feedback loop Plan how you are going to provide better customer service and take help from both staff and customers. 02. Improve People skills Service is a skill and people
How To Tell Us What You Think About Nhs Fife
Complaints, compliments and suggestions This leaflet gives you information about how to tell us what you think about NHS Fife. Staff at NHS Fife want to know what you think about the help that you get
Here to help sort out problems with your legal service provider
How do we sort out problems? Our job is to look at complaints about service providers in a fair way and without taking sides. If we think the service complained about was of a reasonable standard, we will
Monitoring the team s performance
Monitoring the team s performance Why does your team need to be monitored? How can performance be monitored? You should ensure that you monitor only what is really important. In the two BS2 sessions Making
Your guide to Using a solicitor
www.lawsociety.org.uk 1 Most of us need expert legal help at some time in our lives. Some of the most common issues are to do with buying a house, getting a divorce or making a will. But you might also
Information about how to pay compliments, raise concerns or complain about services at Lancashire Teaching Hospitals NHS Foundation Trust
Information about how to pay compliments, raise concerns or complain about services at Lancashire Teaching Hospitals NHS Foundation Trust This leaflet provides practical information on how you can provide
Using a lawyer as you get older: Ten top tips
Using a lawyer as you get older: Ten top tips www.legalombudsman.org.uk The information in this leaflet is useful for anyone who is considering using a lawyer but it may be particularly useful for people
THE SOCIAL SERVICES COMPLAINTS AND REPRESENTATIONS PROCEDURE. A Guide For Service Users, Their Families and Carers
THE SOCIAL SERVICES COMPLAINTS AND REPRESENTATIONS PROCEDURE A Guide For Service Users, Their Families and Carers This procedure is based in accordance with: The Social Services Complaints Procedure (Wales)
help! I don t feel I have the confidence to help and I can t find the time He can spell better than me!! I m sure my daughter doesn t want my help
help!? He can spell better than me!! I m sure my daughter doesn t want my help I don t feel I have the confidence to help and I can t find the time My job is done, they are studying for their exams...but
Nottinghamshire County Council. Customer Service Standards
Nottinghamshire County Council Customer Service Standards February 2014 Why do we have Customer Service Standards? Nottinghamshire County Council aims to deliver high standards of customer care and service
Choosing and Opening a Bank Account
Choosing and Opening a Bank Account The Easy Picture Guide to Banking T his Guide has been put together to help you to choose a Bank and a Bank Account that are right for YOU. It has been written to be
Giving feedback or making a complaint. about the NHS. Giving feedback about the NHS. Making a complaint. about the NHS. How can I give my feedback?
Giving feedback or making a complaint about the NHS In the NHS in Scotland, we try to give you the best possible care and treatment. You can help us improve services by giving your views, good as well
Making a complaint about the NHS
Making a complaint about the NHS NHS Grampian In the NHS in Scotland, we try to give you the best possible care and treatment. We value comments, good or bad, to help us improve the service. If you are
The Victims Code: Young victims of crime: Understanding the support you should get
The Victims Code: Young victims of crime: Understanding the support you should get If you re a victim of crime, support and information is available to help you get through it. The Victims Code is a Government
Listen, Inform, Respond: A guide to good complaints handling. www.legalombudsman.org.uk
Listen, Inform, Respond: A guide to good complaints handling www.legalombudsman.org.uk 01 Introduction In the rapidly changing world of legal services, one of the best ways to ensure long-term success
Aberdeenshire Council. Customer Service Charter. Serving Aberdeenshire from mountain to sea the very best of Scotland
Aberdeenshire Council Customer Service Charter Serving Aberdeenshire from mountain to sea the very best of Scotland introduction Aberdeenshire Council Vision Serving Aberdeenshire from mountain to sea
How to comment, compliment or complain about Sweetpea Charity. Page 1 of 10
How to comment, compliment or complain about Sweetpea Charity Page 1 of 10 How to comment, compliment or complain about Sweetpea Charity Sweetpea Charity wants to provide you with the best opportunity
Information in relation to Legal Charges
Information in relation to Legal Charges This leaflet is for solicitors to give to their clients. By law, your solicitor must give you information about your legal charges the money you must pay them for
RECOVERING FROM SERVICE FAILURE
RECOVERING FROM SERVICE FAILURE Turning customer frustration into By Professor Stefan Michel - November 2008 IMD Chemin de Bellerive 23 PO Box 915, CH-1001 Lausanne Switzerland Tel: +41 21 618 01 11 Fax:
Making a complaint about the NHS
Making a complaint about the NHS The NHS tries hard to look after you, but sometimes things go wrong. This leaflet tells you what to do if you are not happy with the NHS. Things you can complain about
The Key To Meeting Customer Satisfaction: Meeting Expectations
I. Introduction: About This Book a. What is the Challenge? b. Key Components c. Key Topics II. What Is Customer Service? a. Chapter One: Learning Objectives b. What Is The Challenge? c. Key Topics d. Developing
NORTON MEDICAL CENTRE PATIENT SURVEY OF NEW APPOINTMENT SYSTEM
NORTON MEDICAL CENTRE PATIENT SURVEY OF NEW APPOINTMENT SYSTEM SUMMARY Responses were from both male and female patients from across the age spectrum. NB: Not all patients responded to the demographic
Your health, your rights Feedback and complaints: how to have a say about your care and have any concerns and complaints dealt with
Your health, your rights Feedback : how to have a say about your care and have any concerns and complaints dealt with Who is this factsheet for and what is it about? This factsheet is for anyone who uses
How to complain to your claims management company
How to complain to your claims management company Claims Management Regulation March 2013 HOW TO COMPLAIN TO YOUR CLAIMS MANAGEMENT COMPANY - CLAIMS MANAGEMENT REGULATION 3 Contents What should you expect
Customer Complaints Handling Procedure
Customer Complaints Handling Procedure Valid from 1 April 2015 1. Introduction... 3 2. Our Customer Complaints Handling Procedure... 3 3. The ScotRail Promise... 3 4. Our Customer Relations Team... 4 5.
Over There. Daddy version. (Place your family photo here) (write in your family name)
Daddy version Over There (Place your family photo here) By the (write in your family name) family Developed by ZERO TO THREE gratefully acknowledges the Iraq Afghanistan Deployment Impact Fund administered
Disability and Carers Service. Customer Information
Disability and Carers Service Customer Information 2 Disability and Carers Service - Customer Information Contents 3 Introduction 3 What we aim to do 4 What we would like you to do 5 Changes you must tell
Making a complaint about the NHS
Making a complaint about the NHS Version 4 Produced in October 2011 Revision date Spring 2012 Ayrshire & Arran In the NHS in Scotland, we try to give you the best possible care and treatment. We value
Patient Advice & Liaison Service (PALS) and Complaints Team
Patient Advice & Liaison Service (PALS) and Complaints Team Worthing and Southlands Hospitals Western Sussex Hospitals NHS Trust which combines St Richard s Hospital in Chichester and Worthing and Southlands
Making a complaint about the NHS
Making a complaint about the NHS NHS Greater Glasgow In the NHS in Scotland, we try to give you the best possible care and treatment. We value comments, good or bad, to help us improve the service. If
Complaints and PALS. How to make a complaint. Freephone: 0800 328 7971
How to make a complaint Freephone: 0800 328 7971 Why make a complaint? Oxford Health NHS Foundation Trust aims to provide the highest possible quality of health care. We try hard to ensure that we meet
Patient Satisfaction Survey
Patient Satisfaction Survey March 2014 Number of responses = 229 Survey Tool: GPAQ V3 Analysis by Andrew McHugh using Adobe Acrobat Pro and MS Excel 1 of 25 Subject Page Front Cover 1 Contents Page 2 Explanatory
Mike Hill, Cabinet Member for Communities, Customer Services and Improvement. Governance and Audit Committee 30 June 2011
By: Mike Hill, Cabinet Member for Communities, Customer Services and Improvement Jill Rawlins, Interim Director Communications, Consultation and Community Engagement To: Subject: Classification : Governance
A Guide to Resolving Issues or Making a Complaint
A Guide to Resolving Issues or Making a Complaint If you are unhappy with the treatment or service you receive from the NHS you are entitled to make a complaint, have it considered, and receive a response
Harrow Council. Overall rating for this service Good. Inspection report. Ratings. Overall summary. Is the service safe? Good
Harrow Council Harrow Council - Harrow Shared Lives Inspection report PO Box 7 Adults & Housing Services Civic Centre Harrow Middlesex HA1 2UH Tel: 020 8736 6070 Website: www.harrow.gov.uk Date of inspection
Patient Satisfaction Survey May 2014. Nurses, Healthcare assistant and Phlebotomist
Patient Satisfaction Survey May Nurses, Healthcare assistant and Phlebotomist N: Hannah Holland / Patient Satisfaction Survey - / Patient Satisfaction Survey May Nurses . In the past, how many times have
YELLOW statements you agreed with (number of checks you made)
Your money color will help you understand what you value when it comes to money. It will also help you understand why you use or fail to use money a certain way. Read each statement and respond according
Usability Test Script
Usability Test Script Session 1 [date & time] [participant s name and location] [investigator s names] Step 1. Introducing yourself & read instructions Hi, my name is [ ] and I m going to be walking you
Complaints Procedures. Listening... Acting... Improving
x147926_nfh164_p2_vw_x147926_nfh164_p2_vw 17/04/2015 15:32 Page 1 Complaints Procedures Listening... Acting... Improving x147926_nfh164_p2_vw_x147926_nfh164_p2_vw 17/04/2015 15:32 Page 2 x147926_nfh164_p2_vw_x147926_nfh164_p2_vw
Credit cards Personal loans Credit lines Leasing What you should know before entering into an agreement
Credit cards Personal loans Credit lines Leasing What you should know before entering into an agreement Pre-agreement information on personal financing products for private clients Taking out a loan is
Complaints. How to raise your concerns
Complaints How to raise your concerns Raising your Concerns RNOH NHS Trust staff will do whatever they can to make sure you get quick, proper and fair treatment. However, sometimes things can go wrong
Children and their families
A Guide to assessments for Children and their families Education, Children s Services & Libraries www.bracknell-forest.gov.uk If you would like a copy of this leaflet in Large print Braille audio tape
How to make a complaint about your care
How to make a complaint about your care This leaflet tells you what to do if you wish to raise any concerns about your care and what will happen if you do this. Overall, the feedback we get from patients
How do I give feedback or make a complaint about an NHS service?
How do I give feedback or make a complaint about an NHS service? I m not happy about something I d just like to say How do I? Most NHS care and treatment goes well but sometimes things can go wrong. If
Course material for your personal use Metisan Pty Ltd kisstosell.com.au. Sales Checklist
Course material for your personal use Metisan Pty Ltd kisstosell.com.au Sales Checklist Contents Introduction... 3 A note before we get started... 4 Daily Checklist... 5 Morning... 5 Afternoon... 5 Weekly
Emergency Department Directors Academy Phase II. Complaint Management: Deep Dive
Emergency Department Directors Academy Phase II Complaint Management: Deep Dive May 2011 Complaint Management (Case Based Deep Dive) Robert W. Strauss, MD, FACEP ACEP EDDA Phase II The Ultimate Goal: Customer
Making a complaint about the NHS
Lothian Making a complaint about the NHS In the NHS in Scotland, we try to give you the best possible care and treatment. We value comments, good or bad, to help us improve the service. If you are not
Information guide. How to make a complaint
Information guide How to make a complaint How you can comment, compliment or complain about your treatment or service We are committed to providing you with the best service possible. We are always looking
How did we do? Promoting hope and wellbeing together. How to raise a concern, make a complaint or give a positive comment about one of our services.
West London Mental Health NHS Trust How did we do? How to raise a concern, make a complaint or give a positive comment about one of our services. Promoting hope and wellbeing together What do you think
NHS Complaints - What to do if you are not happy with your care
NHS Complaints - What to do if you are not happy with your care This leaflet tells you about what to do if you or someone you know is not happy with the care you got from the NHS. This is called making
CONTRACTS KEY TERMS. Page 1 o f 4
CONTRACTS This Fact Sheet is about your rights as a person using the NDIS or as a person who wants to use the NDIS. If you want more information about how the NDIS works, including on issues covered in
Customer Service Standards
AUSTRALIAN CAPITAL TERRITORY GOVERNMENT www.act.gov.au ACT PUBLIC SERVICE Customer Service Standards Revised September 1999 Australian Capital Territory, Canberra 1999 2 FOREWORD To all staff, Since the
Dealing with problems and complaints
47 6 Dealing with problems and complaints STARTER Look at this list of things that customers complain about. Which three things annoy you the most as a customer? Compare your answers with a partner. a
DEPARTMENT OF HEALTH Rheynn Slaynt. National Health Service Complaints Procedure A Patient s Guide
DEPARTMENT OF HEALTH Rheynn Slaynt National Health Service Complaints Procedure A Patient s Guide Issue Date January 2012 A Patient s Guide to the NHS Complaints Procedure The Complaints Procedure The
Commitment to Customer Care Providing a high quality patient experience
Commitment to Customer Care Providing a high quality patient experience Commitment to Customer Care Our promise: At Sheffield Teaching Hospitals, all receptions will The Commitment to Customer Care Guide
The Abington Medical Centre The Abington Health Complex 51a Beech Avenue Northampton NN3 2JG PRACTICE COMPLAINTS PROCEDURE
The Abington Medical Centre The Abington Health Complex 51a Beech Avenue Northampton NN3 2JG PRACTICE COMPLAINTS PROCEDURE Patient Information Leaflet If you have a complaint or concern about the service