In April we sent out an electronic survey request to 80 people who use our services (and have email contacts), 42 people responded to the survey which is a greater than 50% response rate, a good response for electronic surveys.

We asked people to give us feedback on direct services, plan management and support coordination. We used a combination of open ended and rating questions. 

98% of respondents said that they felt confident to give us feedback if they are not satisfied with the services they were receiving, one responded was undecided about this. This is a very important measure for us, we work hard to deliver high quality services and feedback is one of the most important ways we learn how to do better.

24 people reported that they receive direct supports from Equity Works. (Equity Works provides regular direct supports to 80 people making this a 30% response rate in this group)

• 100% agreed that they were happy with the quality of service provided by direct support staff they were supported by (our team of Lifestyle Facilitators.)
• 100% agreed that they were happy with the quality of service provided by their office based support team (our Team Leaders and Coordinators).
• 96% agreed that Equity Works was helping them to achieve the goals they had identified, one person was undecided.
• 96% agreed that they had choice and control in planning their services with Equity Works, one person was undecided.
• 96% agreed that they had choice and control in planning their services with Equity Works, one person was undecided.
• 96% agreed that Equity Works was able to respond well to changes in their needs and preferences, one person was undecided.

 

26 people reported that they receive plan management services from Equity Works. (Equity Works provides regular direct supports to 80 people making this a 36% response rate in this group)

96% agreed that they were satisfied with the service they receive from the plan management team at Equity Works in the management of payment of invoices.

100% agreed that they felt comfortable to talk to the plan manager about their claims.

96% agreed they understood the reports they receive from plan management.

100% agreed that they receive clear and prompt responses their enquiries

 

7 people reported that they receive support coordination services from Equity Works. (Equity Works provides regular direct supports to 48 people making this a 15% response rate in this group).

5 out of 7 people agreed that their Support Coordinator was

• helping them build connections in the community
• helping them achieve the goals outlined in their NDIS plan

6 out of 7 people agreed that their Support Coordinator

• was helping them understand how to use their NDIS plan effectively.
• was in the appropriate amount of contact with them.

 

We asked people to tell us one thing that that they thought Equity Works did well and this what some people said.

Provide safe space, fun activities and employs great staff.

Personalised, professional support tailored to the individual.

Considering the participant's needs and matching good, compatible staff to support the participant.

Answers all correspondence. Queries are handled with care, without judgement and with kindness. Support and training is offered and very welcome. 

Keeping in touch with me.

Plan manager is awesome at ordering what I need.

Our daughters support worker is first class.

Cater well for clients needs.

Never a failure to supply support. Providing the service requested.

Plan Management. Could not be happier with this service.

Quality of staff/willingness to be flexible.

Matches support workers to the needs of their clients.

 

We also asked people to tell us one thing we could change to improve our service to them and people let us know that

Pick up and drop off service

More carers for in home

I would like to know more about current/evolving services and events (well understood I'm sure if you are the inside but more opaque when looking in from outside)

Ensure if there are changes of a support worker due to illness that the client is aware of this change not when they answer the door bell.

Communicate

Suggest more activities or outings.  Have support people be more proactive in suggesting and facilitating activities.