Guided by the feedback and experiences of our members and clients, we’re looking to grow and improve our services to deliver exceptional support for people with spinal cord damage.
We recently sent customer surveys to participants of our Personal Support and Home Care Services (PSHCS), Allied Health Services and Member Services to get their feedback on their experiences – both the good and the bad.
The responses will inform current and future service improvements, including updating our service delivery model for PSHCS, increasing training and coaching for PSWs and updating the rostering, administration and communication processes for both our team and our clients.
We’re also making sure our team have the tools they need to deliver effective support, such as the recent launch of the CarelinkGo app that provides roster updates for PSWs in real time.
We have also established a dedicated Feedback and Compliance Manager who will listen to and respond to your feedback and ensure we are following all the relevant quality standards and guidelines.
These initiatives are part of the Focussing On Customer and User EXperience (FOCUX) project which we established to set a higher standard of support for our clients, members and staff across all our services.
CEO Mark Townend said it was not only important that Spinal Life was listening to its members and clients, but also taking action on that feedback.
“The voices of our clients and members are integral to how we should be growing as an organisation,” Mark said.
“By working together, we can make sure we’re meeting the unique needs of our clients and delivering a consistently outstanding level of service.”
We will be conducting more short customer surveys in the future and encourage our community to have their say and help shape the organisation’s future.
We will provide regular updates on the FOCUX project and future service updates in our member email newsletter and in future issues of The Advocate magazine.
You can also submit feedback directly through our website.