Together We Improve: Key Takeaways from Our Family Survey
In October 2024, Scope conducted a comprehensive survey to understand the experiences and satisfaction levels of our client families and supporters.
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.
Positive Changes from Client Feedback
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:
- Improved living conditions, such as better room arrangements and enhanced facilities
- Help with personal changes, like moving to different rooms to better suit individual needs
- Emotional support during times of loss, providing comfort and understanding
- Assistance with relationships with staff and peers, fostering a supportive community
- Addressing safety concerns through urgent equipment repairs, ensuring a safe environment
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.
Independent Interviewers to visit SIL homes to give clients a greater voice about their experience
Following the successful pilot and rollout of the Client Experience (CX) Tracker tool at 180 Scope sites, we can now consistently collect client feedback, enabling us to improve client experiences at Scope.
Mitchell Review and Scope response
In May 2024, Scope commissioned an independent review of our service delivery, practices and responses to a historic case involving the provision of services and supports to Lee-Anne Mackey.
