Net Promoter System launched

Connect Health & Community offers multiple channels for our clients to provide feedback. We record this information and use it to improve our services.

In 2018 we introduced a new feedback system called the Net Promoter System (NPS).

The new system provides feedback cards, printed in five languages, for clients to complete anonymously and return in feedback boxes in our offices or free return post.

The Net Promoter System enables us to track our performance on the key question of, “On a scale of 0 to 10 how likely is it that you to recommend our service to family or friends?”

Clients can also tell us the reason for their score.

The system encourages clients to give direct and immediate feedback on their experience for services across the whole organisation, and anonymity encourages honesty in their responses.

Each week the NPS feedback cards are collected and the data collated to provide a view of client experience over time.

Since beginning in September 2018 through until June 2019, the new feedback system received 705 responses, with both compliments to staff and services, along with identifying areas for us to focus on to improve the client experience.

If you’d like to see a current dashboard report of our NPS click on the link here https://bit.ly/2pKhCa5

In addition, as a result of the feedback provided, changes were made to improve client parking and numerous staff were recognised for their dedication and professionalism.

Client Feedback

Connect Health & Community clients are also invited to give feedback, complaints or compliments.

Feedback can be provided through the NPS form, telephone call, email or social media.

Clients can leave their name for a personal response from our CEO, Amanda Murphy, or stay anonymous.

Feedback:

During the 2018/19 year, clients offered a range of general feedback.

Most related to our property or grounds, resulting in a change to how we manage our carpark and seating.

Complaints:

During the 12 month period to 30 June, all complaints were promptly addressed.

Complaints included the need to address carpark lighting, concerns about appointments, furniture placement and our phone system.

Compliments:

We also received many compliments from clients.

Most compliments were related to our dental team, reception staff, volunteers, social support program, physiotherapy, hydrotherapy and our paediatric dietitian.

If you would like to provide feedback on this report we would love to hear from you. Send an email to info@connecthealth.org.au

The new feedback system received 705 responses