More than 90% of people using our services said they would recommend Richmond Fellowship to others – that’s the findings of our latest service user satisfaction survey.
This is the third time we’ve organised the survey and the feedback we’re getting is helping us to continually improve our services.
A summary of the results called Listening and Learning has now been produced and highlights where we’ve done well and where we need to improve.
Positive feedback from the survey included:
- We listen to individuals about their needs
- We help them to make progress with their individual support plan
- We help them to improve the quality of their life.
Areas where service users said we need to do better included:
- We need to make it easier for people to give feedback or make a complaint
- We need to respond more quickly and effectively to repairs and maintenance issues
- Although most people said they feel safe and secure in our services, we need to do more for those living in our care homes and 24hr residential schemes.
The survey was open to anyone using our services and we received around 1,600 responses, nearly a quarter of all our service users.
Grazina Berry, our director of performance, quality and innovation, said: “Given that our philosophy is to put the people we support at the heart of everything we do, we’re especially pleased that most of of the people we support felt listened to about their needs. However, we know we’ve still got work to do to improve the way we handle comments, complaints and feedback and to make our property services better at organising repairs. We’re investing in both these areas to get things right.”