Satisfaction Survey Report August 2011

Director’s Satisfaction Survey Report – August 2011

The last few months at ECR have been very ‘challenging’ to say the least and it’s not all been due to the unusually nice weather we’ve experienced! For the first time in our history ECR moved offices from the centre of town to a complex on the outskirts. We are very excited about this move and our new premises in Listerhills. We are now amongst a community familiar to our service users, staff, partner agencies and stakeholders who share the same site!
 

We are very grateful to all our service users and staff for the tremendous efforts, patience and understanding everyone has shown during our transition into our new premises. We have had all sorts of usual problems such as broken boilers, plumbing not working, faulty telephones and so on which really tested all our contingency plans! Despite these challenges our fieldwork staff and office staff have worked tirelessly to maintain a good level of service to all our service users ensuring that all those receiving a service continued to do so with minimal disruption. The senior management team are very grateful to all our staff for their excellent efforts during our move.

Well onto pastures new while all the time embracing and getting to grips with all the changes taking place in the world of social care services. Along with our partners and stakeholders we are working hard to ensure we adapt and change the way we deliver our services. We expect this to a constant process for some time to come!

A big thank you to all our service users who completed the satisfaction survey in July. An extra big thank you to those service users who took time out to talk to our staff about their experiences of ECR. As always we are are keen to hear about the things we do well and more importantly the things we can do better! We are delighted with the responses received which gave an average score for our services at 87.5%!!

The key messages our service users were giving us that we need to increase the pool of staff that we have. This is an ongoing process and we accelerated this so in the last month recruitment activity has increased by 150%. We have also started to request from our staff better commitment levels to our service users. This is very tricky to manage as all our staff work with multiple clients and rely on this for a regular income. Jugglin staff hours to ensure continuity of workers is a difficult taks but one we are keen to improve on!

Overall the performance measures and responses for our staff was positive. Our service users told us they were always treated with respect and courtesy and received the service they expected from us in a person centred way. This is very reassuring and we have provided feedback to our staff on this.

We have devised a new survey form which we will be sending out at Christmas … only round the corner!!!