1. Capturing Data Related to Consumer Satisfaction with Disability Services Presented by: Rachael Bajayo Date:26 May 2014

2. 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

3. Method for measuring Consumer Satisfaction

4. SERVQUAL Logic (Parasuraman, Zeithaml and Berry, 1988)

5. The intersection between coordinates determines the Result In this example: Average E = 5 Average S = 6.2 Average GAP= 1.2

6. The intersection between coordinates determines the Result In this example: Average E = 1.5 Average S = 2.7 Average GAP= 1.2

7. Survey tool for measuring Consumer Satisfaction with Disability Services

8. Underpinnings of the Survey Tool DimensionRelevant Criteria from the StandardsFocus for Paired Items (each bullet = one pair) 1. Empowerment1.1 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. Wellbeing3.1 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. Participation4.1 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

9. Paired Questions - Empowerment Dimension  Using industry Standards to develop paired questions

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

11. 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

12. Consumer Participation – Promoting a consumer voice  Survey versions Strict criteria used to classify consumers into survey administration groups ONLINE Client English Client Russian Carer English Carer Russian PAPER BASED (postal) Client English Client Russian Carer English Carer Russian PAPER BASED (volunteer) Client English Client 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 consumers 44% response rate

13. Research into Action  Implications and actions for practice EXSAT 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.

14. Thank you Rachael Bajayo Policy and Research Manager Jewish Care (Victoria) Inc 619 St Kilda Road Melbourne Victoria 3004 Direct (03) 8517 5743 Telephone (03) 8517 5999 Facsimile (03) 8517 5778 Follow: @jewishcarevic Friend: http://www.facebook.com/JewishCareVic Watch: https://www.youtube.com/JewishCareVic Follow: @jewishcarevic Contact: rbajayo@jewishcare.org.au Web: www.jewishcare.org.au