1

2019 Customer

Survey

1 Contents

1 Contents.....................................................................................................22 Customer Survey 2019................................................................................3

2.1 Introduction........................................................................................32.2 Methods..............................................................................................32.3 Results................................................................................................4

2.3.1 Who completed the survey.............................................................................4

2.3.2 Yooralla support services customers received............................................5

2.3.3 Net promoter score.........................................................................................5

2.3.4 Satisfaction with Yooralla services...............................................................6

2.3.5 Knowledge of how to make a complaint.......................................................7

2.3.6 Staff understanding of customer needs........................................................8

2.3.7 Staff support for customers to make their own choices...........................10

2.3.8 Customers' agreed goals with Yooralla......................................................10

2.3.9 Staff help working towards customer goals...............................................12

2.3.10 Communication about changes at services...............................................13

2.3.11 Clarity of staff communication.....................................................................14

2.3.12 Staff respect for customer's culture, beliefs and background.................15

2.3.13 Customers feeling safe and at ease using Yooralla services...................16

2.3.14 Customers being treated with respect........................................................17

2.3.15 Provision of information around transition to NDIS..................................18

2.3.16 Customers getting the supports they want from Yooralla........................18

2.3.17 Preference to change the supports received from Yooralla.....................19

2.3.18 Additional comments....................................................................................20

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2 Customer Survey 20192.1 Introduction

The annual Customer Survey seeks to elicit information from customers, their

family carers or advocates on customers’ satisfaction and experience with

Yooralla services. Insights gained from the survey complement the findings

from the analysis of unsolicited feedback received in the form of complaints,

compliments and suggestions. The survey provides people with an

opportunity to express their general feelings about Yooralla in a way and at a

time that is removed from any particular event – whether positive or negative.

Yooralla values the consideration of all respondents to reflect on their

experience. The survey provides space for comments to describe in more

detail why a person answered various questions in the way they did. These

comments provide rich understandings from the customer perspective and

play a key role in shaping our approach to continuous quality improvement.

2.2 MethodsThe 2019 survey followed previous surveys conducted in 2015, 2016 and

2017. Unlike the earlier surveys where a sample of customers were chosen

at random to take part, in 2019 all customers who receive residential support

services or who attend a community hub were invited to complete the survey.

The survey was completed by 151 individuals from the 750 who were

eligible, giving a response rate of 20.1 per cent.

The survey was conducted between 26 February 2019 and 1 April 2019.

Participants were given the choice of completing the survey online or via a

printed questionnaire. Two versions of the printed questionnaire were

available – one in plain English and one in easy English. The easy English

questionnaire covered all areas of the survey but provided fewer response

options for several questions for ease of comprehension.

The questionnaire retained many of the questions from previous years to

enable trends to be examined. A Net Promoter Score question was added in

2019 to establish the extent to which customers advocate for Yooralla.

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The survey was completed by 151 respondents, of whom 37 were easy

English (25 per cent). Of the 114 respondents who completed the plain

English survey, 55 were completed online and 59 were completed as written

surveys and returned by mail or email to the Quality, Innovations and

Safeguards division for manual data entry.

2.3 Results

2.3.1 Who completed the survey

Of the 151 respondents, 59 were completed by the customer themselves.

While 31 respondents chose the 'guardian/advocate' option, it was

apparent from the various open-ended comments sections that the

respondent was often completing the survey on behalf of their adult son

or daughter.

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2.3.2 Yooralla support services customers received

Many customers report receiving multiple services from Yooralla. The 150

respondents reported a total of 304 so on average Yooralla's residential

services and community hub customers typically receive one other

Yooralla service. Of the 'other' services, in-home-support was mentioned

by one customer.

2.3.3 Net promoter score

Question 3 was a new addition to the survey in 2019. The net promoter

score (NPS) is calculated by subtracting the percentage of 'detractors'

(those responding 0 - 6) from the percentage of 'promoters' (those

responding 9 or 10). Yooralla's NPS was 18.88 (45.46% minus 26.58%).

A positive NPS means that more customers can be expected to advocate

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for Yooralla than there are who may spread criticism of the organisation.

This question has several benefits - it will enable monitoring of the NPS

over time, potentially will enable benchmarking with other providers in the

disability sector, and provides a valuable means of disaggregating

comments provided in answers to various other questions. For example,

by examining specifically the comments of respondents who scored

Yooralla low for Question 3 we can identify potential areas for

improvement.

2.3.4 Satisfaction with Yooralla services

In 2019, 94% of respondents were either satisfied or very satisfied with

the services they receive from Yooralla.

2017 201970

75

80

85

90

95

100

89

94

Customers who were 'satisfied' or 'very satis-fied'

Year of Customer Survey

Perc

ent

Note that the sample size in 2019 (n=149) was higher - therefore

potentially more reliable - than in previous surveys (143 in 2015, 119 in

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2016, and 120 in 2017).

The word cloud below arose from the 53 comments provided to Question

4.

Of the 37 respondents who provided an answer between 0 and 6 for

Question 3, 76% (n=28) were satisfied or very satisfied with the services

they receive. All 105 respondents who answered between 7 and 10 for

Question 3 were satisfied or very satisfied with the services they receive

from Yooralla.

2.3.5 Knowledge of how to make a complaint

Since the introduction of the customer survey in 2015 there has been a

substantial increase in the percentage of customers who are confident

that they would know how to make a complaint if the need were to arise.

This reflects a concerted effort from across Yooralla to ensure that

customers understand their right to provide feedback.

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2017 201970

75

80

85

90

95

100

77

93

I know how to make a complaint at Yooralla

Year of Customer Survey

Perc

ent

Note that a reduced range of response options was available on the easy

English survey instrument, which was completed by a quarter of

respondents. Specifically, the 'strongly agree' and 'strongly disagree'

options were intentionally not provided for ease of comprehension. The

same attenuation of easy English response options applies to the

remaining questions on the survey.

The above word cloud, which emerged from the 40 comments provided to

Question 5, indicates that customers and family would, in the first

instance, talk with the service manager if they felt the need to raise a

concern or complaint. Implicit is a trusted relationship with staff and

management where people feel confident that they can raise a complaint

without fear of reprisal.

2.3.6 Staff understanding of customer needs

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Ninety-four per cent of respondents agreed or strongly agreed with the

statement that "staff understand my needs". This figure is similar to the

response reported in previous surveys.

2017 201970

75

80

85

90

95

100

93 94

Staff understand my needs

Year of Customer Survey

Perc

ent

The gist of the 40 comments was that permanent staff have better

knowledge of a customer's specific needs than do casual staff.

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2.3.7 Staff support for customers to make their own choices

In 2019, as in previous years, there was very strong agreement with the

statement that "staff support me to make my own choices".

2017 201970

75

80

85

90

95

100

95 95

Staff support me to make my own choices

Year of Customer Survey

Perc

ent

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2.3.8 Customers' agreed goals with Yooralla

As in previous years, nine out of ten customers reported having agreed

goals with Yooralla. Perhaps with most customers now having

transitioned to the National Disability Insurance Scheme, with its

emphasis on goal setting and attainment, a higher rate in 2019 might

have been anticipated. However, previous surveys included a sample of

children, for whom their parents responded, and typically children's rates

of having agreed goals would be higher than for adults.

2017 201970

75

80

85

90

95

100

9391

I have ageed goals with Yooralla

Year of Customer Survey

Perc

ent

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2.3.9 Staff help working towards customer goals

Ninety-two percent of respondents agreed or strongly agreed with the

statement that "staff help me work towards my goals." This figure is

similar to that reported in the previous two surveys. There is an odd

relationship between the answers to Questions 8 and 9 where in 2016

and 2019 a higher proportion of respondents indicated that staff help

them work towards their goals than the proportion who state that they

have agreed goals. This apparent lack of internal consistency suggests

that some respondents may not be really clear about their goals but wish

to provide a 'socially desirable' response.

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2017 201970

75

80

85

90

95

100

9092

Staff help me work towards my goals

Year of Customer Survey

Perc

ent

2.3.10 Communication about changes at services

Eighty-eight percent of respondents agreed with the statement that "staff

tell me about changes that are happening with the services I use". This is

a slight fall from the previous surveys and points to an opportunity for

improvement in the area of communication.

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2017 201970

75

80

85

90

95

100

9088

Staff tell me about changes that are happening with the services I use

Year of Customer Survey

Perc

ent

2.3.11 Clarity of staff communication

Ninety-five percent of respondents agreed with the statement that "staff

explain things to me clearly", which is very similar to the figures reported

in the previous two surveys.

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2017 201970

75

80

85

90

95

100

94 95

Staff explain things to me clearly

Year of Customer Survey

Perc

ent

2.3.12 Staff respect for customer's culture, beliefs and background

Ninety-six percent of respondents agreed or strongly agreed with the

statement that "Yooralla understand my culture, beliefs and background",

which is similar to the figures reported in the previous two surveys.

The number of comments received for this question (18) was insufficient

to generate a word cloud. However, some comments indicated

uncertainty on the part of people who are not religious or a member of a

minority population. This perceived lack of applicability may also explain

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why 10 respondents chose to skip this question.

2017 201970

75

80

85

90

95

100

9496

Yooralla understand my culture, beliefs and background

Year of Customer Survey

Perc

ent

2.3.13 Customers feeling safe and at ease using Yooralla services

Ninety-three percent of respondents agreed with the statement that "I feel

safe and at ease using Yooralla services'. A downward trend has

emerged over the three most recent surveys in this key aspect of service

delivery.

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2017 201970

75

80

85

90

95

10096

93

I feel safe and at ease using Yooralla services

Year of Customer Survey

Perc

ent

Of the 11 respondents who disagreed with the statement, six provided

comments which were as follows: "Sometimes other people scare me. I don't like it when [customer's

initials] takes my food. [A second customer's initials] throws things

at me." "Because of the lack of training, on some shifts, I feel unsafe. Also

with inexperienced staff." "Scared when people have a fit." "I live with another customer who sometimes swears at me and

hits me. I am being supported by my Service Manager to work

through this." "Overnight is our biggest concern when one staff member is on

duty there should never be a male staff member left in the house

alone. And NO casuals on duty overnight. We would like security

cameras installed in the common areas." "Especially overnight we do not feel at ease."

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2.3.14 Customers being treated with respect

'Respectful' is a Yooralla value and the very strong level of agreement

(97%) with the statement that staff treat customers with respect is

reflected in the word cloud from the associated comments. The word

'always' is salient, reflecting a sentiment that respect must be

demonstrated constantly to have real meaning.

2.3.15 Provision of information around transition to NDIS

Seventy-nine percent of respondents either 'agreed' or 'strongly agreed'

with the statement that "I am satisfied with the Information and supports

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Yooralla has provided for my transition to the NDIS".

2.3.16 Customers getting the supports they want from Yooralla

Eighty-two percent of respondents 'agreed' or 'strongly agreed' with the

statement that "In the last 12 months, I have been getting the disability

supports I want from Yooralla".

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2.3.17 Preference to change the services and supports received from Yooralla

For Question 17, two separate word clouds were produced because the

comments for those answering 'Yes' and 'No' are different.

The word cloud for those answering 'Yes' reflects a common desire to

increase the number of days to attend their community hub.

For the majority of respondents who answering 'No', the word cloud

confirms a general preference to continue with the current Yooralla

supports the customers receive.

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2.3.18 Additional comments

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