We’re listening and learning from our latest satisfaction survey

Listening-and-Learning-2016-front cover96% of people using our services would recommend Richmond Fellowship to friends and family, according to our latest satisfaction survey.

96% of respondents also said we’d helped to improve the quality of their life and 95% said they felt listened to.

A summary of our latest service satisfaction survey, Listening and Learning, has now been published and highlights where we’ve done well and where we need to improve, as well as explaining what work is being done to respond to this feedback.

We received a fantastic 1,738 responses from our services across the country when we ran the survey in September last year.

Positive feedback from the survey included:

  • We support people to make progress towards their goals
  • We treat people with dignity and respect
  • We’re getting better at responding quickly to repairs and maintenance issues in our buildings.

Areas where we need to do better included:

  • We need to raise the public profile of our organisation more and give people more information about what we do
  • We need to give people more opportunities to influence us as an organisation.
  • We need to provide more options for peer support.

Grazina Berry, director for performance, quality and innovation, said:

“The results of the survey as well as the ongoing feedback we get throughout the year is used to continuously improve what we do.

“For example, we’re launching new, accredited volunteers training which will help anyone who wants to support others using their own personal experiences. And we’re exploring ways to give people access to their support plan online so they can have more control over their recovery and can see the progress they’re making.”

As well as our usual satisfaction questions last year’s survey also included a section asking people about their use of digital technology and how we might be able to help. As the world is becoming increasingly ‘digital by default’ we need to make sure we’re able to support people with a broader range of online activities in a way that suits them.

The survey showed us that 80% of people using our services can access the internet in some way and 61% use it at least a few times a week. But it also showed us that 20% can’t access the internet at all.

We found that 55% of people rated their ability to use the internet as good or excellent but that 25% don’t feel confident in their digital skills.

As a result of this feedback we’re creating a digital strategy setting out some priorities for the next few years. This includes improving our website, improving access to the internet at all our services, and developing support to help people improve their digital skills and confidence.

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