Capturing Data Related to Consumer Satisfaction with Disability Services

Presented by: Rachael Bajayo

Date: 26 May 2014

What Jewish Care would like to share…

1. Method for measuring Consumer Satisfaction

2. Survey tool for measuring Consumer Satisfaction with Disability Services

3. Consumer participation in developing the tool and in completing the survey

Method for measuring Consumer Satisfaction

SERVQUAL Logic(Parasuraman, Zeithaml and Berry, 1988)

If GAP Score Meaning of the Score E < S Positive Service exceeded expectation E > S Negative Service expectation was not met E = S Neutral (0) Consumer was as satisfied as they expected to be

Satisfaction is contingent on Expectation Paired Questions

Satisfaction (S) – Expectation (E) = GAPGAP score tells you the extent to which Expectation has been met

GAP scores should always be interpreted in light of Expectation scores

The intersection between coordinates determines the Result

In this example:

Average E = 5Average S = 6.2Average GAP= 1.2

The intersection between coordinates determines the Result

In this example:

Average E = 1.5Average S = 2.7Average GAP= 1.2

Survey tool for measuring Consumer Satisfaction with Disability Services

Underpinnings of the Survey Tool

Dimension Relevant Criteria from the Standards Focus for Paired Items(each bullet = one pair)

1. Empowerment 1.1 People understand their rights and responsibilities. Understand rights Understand responsibilities

1.2 People exercise their rights and responsibilities. Exercise rights Exercise responsibilities

2. Access and Engagement

2.1 Services have a clear and accessible point of contact. Clear point of contact Accessible point of Contact

2.2 Services are delivered in a fair, equitable and transparent manner. Transparent communication in service delivery

2.3 People access services most appropriate to their needs through timely, responsive service integration and referral.

Information about appropriate services Access to appropriate services

3. Wellbeing 3.1 Services adopt a strengths-based and early intervention approach to service delivery that enhances people’s wellbeing.

Identify strengths Build capability

3.2 People actively participate in an assessment of their strengths, risks, wants and needs.

Participate in assessment of strengths

3.5 Services are provided in a safe environment for all people, free from abuse, neglect, violence and/or preventable injury.

Safety

4. Participation 4.1 People exercise choice and control in service delivery and life decisions.

Choice about services Participate in decision making

4.3 People maintain connections with family and friends, as appropriate. Connections with family/friends

4.5 People maintain and strengthen their cultural, spiritual, and language connections.

Cultural and spiritual connections

4.6 People develop independent life skills. Independence

Using industry Standards to develop paired questions

Paired Questions- Empowerment Dimension

Using industry Standards to develop paired questions

Consumer participation in developing the tool and in completing the survey

Consumer Consultation– Promoting Participation and Social Inclusion

Innovative consultation methodology- Diverse group of Disability Service users invited to attend focus group.

- Provided list of numbered questions and set of numbered stickers.

- Voted to indicate how they felt by placing sticker with question number on the poster that best described how they felt.

- Votes tallied and discussion invited on questions for which at least half of consumers voted ‘Awful’, ‘Unhappy’ or ‘Confused’. Changes made to questions.

Consumer Feedback- Did the focus group activity help you to provide feedback about the Jewish Care Customer

Satisfaction Survey? 100% YES

- Was the focus group run in a way that made you feel included? 100% YES

Consumer Participation– Promoting a consumer voice

Survey versionsStrict criteria used to classify consumers into survey administration groups

ONLINEClient EnglishClient RussianCarer EnglishCarer Russian

PAPER BASED (postal)

Client EnglishClient RussianCarer EnglishCarer Russian

PAPER BASED (volunteer)Client EnglishClient Russian

- Volunteers who had not previously worked within Jewish Care Disability Services recruited to facilitate survey administration

- Volunteers attended a two-hour training workshop covering topics including active support, confidentiality and using the ‘Guidelines for Volunteers’

- Rostered to visit consumers44%

response rate

Research into Action

Implications and actions for practiceEXSAT GRID enables service providers to:

determine the extent to which consumer expectations have been met; allowing simple diagnosis of areas for continuous improvement and considered management of consumer expectations.

track improvement over time. benchmark against other service providers who are measuring performance on the same

Dimensions. design surveys to measure performance on any given Dimension.

The Survey Tool for Disability Services enables service providers to: gather evidence to inform how well they are performing against industry Standards, with the view

to moving from meeting consumer expectations to exceeding consumer expectations. offer their consumers the opportunity to provide feedback using a tool developed in collaboration

with consumers.

Volunteer facilitated survey administration enables: consumers, who would otherwise have been excluded from directly voicing their perspectives, to

have a voice. increased representation of consumers within the dataset. volunteers and consumers the mutual benefit of social interaction.

Thank you

Rachael BajayoPolicy and Research Manager

Jewish Care (Victoria) Inc619 St Kilda RoadMelbourne Victoria 3004Direct (03) 8517 5743Telephone (03) 8517 5999Facsimile (03) 8517 5778

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Contact:rbajayo@jewishcare.org.au

Web:www.jewishcare.org.au