1. Tracking Satisfaction Burnsides’ service users Have Their Say Presented By Nicole Aggett Research Officer UnitingCare Burnside

2. Our Vision a just and safe society for all children, young people and families – because children matter

3. Results Based Accountability (RBA) The essential components of this framework are contained in three basic questions: –What do we do? –How well do we do it? –Is anyone better off?

4. Burnside is using this framework to guide: –The development of our strategic plan 2006-2009 –The development of STARS (Service user Total Agency Reporting System) –The development of ‘Have Your Say’

5. Evidence Base Natasha Cortis’s research shows that service users have their own ideas/ constructs around what makes a quality service, and would like to provide Burnside their views about this.

6. The Purpose The purpose of ‘Have Your Say’ is to ensure that Burnside is listening to our service users regularly

7. Have Your Say 4 Key Questions: 1.What do you like best about Burnside’s services? 2.Has being involved with Burnside helped you to make changes in your life? 3.Is there anything you would change about Burnside and why? 4.Any other comments

8. Have Your Say Data collection tools –A send home questionnaire –A focus group with service users –one on one interviews with service users –Additional activities such as craft were used with children and young people

9. Examples of Data collected

10. 62.9% of service users stated that Burnside always or mostly treats the service user well. Less than one per cent stated that Burnside only sometimes or never treats them well.

11. What do you like best about Burnside? A chance for the kids to become more confident Making great friendships You have shown me how to cope with my children’s needs and wants Not being judged I feel at home and comfortable. It’s a good atmosphere for the kids and parents

12. Has being involved in Burnside helped you to make changes in your life and how? Yes too much to describe. Help to guide me in the right direction in life. It changed my life a lot and my worries have been relieved a lot. Yes it has assured me a good future Now I'm safe and don't walk the streets at night My attitude towards life is more positive than it was before.

13. Is there anything you would change about Burnside? Expand services to offer to more people Be available through schools Advertise more about this good place To have more hours, so that to attend another day We can paint a wall

14. What will we use the data for? To track service user satisfaction and service quality To report against the questions posed by the Results based accountability framework from the service users perspective. Inform future practice and planning

15. Challenges to consider Participation Data collection methods Standardise questions Access

16. For more information Contact the Research and Quality Assurance Program (02)9768 6866 Or visit the website www.burnside.org.au www.burnside.org.au