At Scope, we are committed to empowering our clients and amplifying their voices in everything we do. After a successful 12-month pilot, we're happy to announce that the digital feedback tool, CX Tracker, will now be a permanent part of our resources to better understand and improve our clients' experiences.
The CX Tracker plays a vital role in our Client Participation Framework. This digital tool makes it easy for clients to provide continuous feedback, enabling us to make better decisions together and develop services that better cater to their needs.
Over the 12-month pilot, we received more than 1000 completed surveys through the CX Tracker across 222 sites.
The feedback we received has led to several positive changes, including:
Expanding the CX Tracker Program
Building on this success, CX Tracker devices have been delivered to 180 Social Connection and Supported Independent Living (SIL) sites. These devices will continue to capture valuable client feedback, helping us to listen, understand, and respond to our clients' needs effectively.
In locations without a CX Tracker device, independent interviewers will visit in the coming months to support clients in participating in the program. This ensures that we gather all necessary insights, regardless of the availability of devices and where a client may not be able to engage independently.
You can be involved by encouraging your loved one or family member to participate and share their feedback so that we can continue to evolve our client experience to meet their needs.
In July, we identified four issues involving underpayments that have affected how we pay some of our employees. We regret that this has occurred and are sorry for the impact this has had on employees who have been affected. Our people give so much every day, and it’s disappointing that we didn’t get this right.
On Sunday 9 November 2025, The Sunday Age published a story titled “Food choking deaths on rise amid failures in residential care” that mentioned the 2024 death of a Scope client, John, after choking on food. The following statement was provided to The Age to inform the story.
When a loved one is at risk of seizures, frequent falls, or injury, it’s completely natural to want to do everything possible to keep them safe. Families and supporters often ask whether surveillance cameras can be used in SIL homes to help monitor wellbeing.
