Service User Survey 2011
The Service User Satisfaction Survey was carried out in September/October 2011.
People who use our services are at the heart of everything we do at Southdown. We can only judge how well we are doing with the direct feedback you give us. The survey is just one of a number of ways you have provided feedback to us this year.
We are pleased that the overall satisfaction rate has risen to 99.6% this year. This is an increase of 1% on 2010 and 9% above the best performing Housing Associations in the South East. Considering the significant increase in the number of service users that Southdown now supports (from 533 in 2006 to 2,052 in 2010) it is an excellent achievement that we have been able to increase overall satisfaction over the past three years.
Although the satisfaction levels of the 2011 survey are high at Southdown we will always try to improve our support services. Listed below are a small number of action points that arise from this survey.
Action from 2011 Survey
· We will look at the wording of future surveys to explore if “No change” is a positive or negative statement. We will look at alternate ways of asking this question.
· We will make sure that all people using our learning disability service know how to make a complaint and are able to tell us if they are unhappy. Where service users are not able to do this for themselves, we will ensure that their families, advocates and staff know how to do this on their behalf. When our new Quality Checkers review services they will ensure they check this out.
· We will ask Team Leaders or contract managers to look at the individual scores for their contract and to suggest ideas to improve some aspects of support.
· Although most of our services in the Housing division focus on tenancy sustainment issues, we know that having a job, volunteering or being involved in education is good for general well being and health. This is an area of improved satisfaction in the last year, but we would like more people to have opportunities to explore this aspect of their life. We will ensure that service users get the support they want in this area.
· We will discuss with Preston Park members the low scores from Question 7 and see if there is anything we can do to improve this aspect of their lives.
· We will simplify the design of future surveys to try and eliminate questions that could be ambiguous or are difficult to interpret.
· We will re-examine when and how we survey service users in future to ensure there is no duplication on surveys.