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. This allows us to better understand our clients' needs and refine our services accordingly.

In locations without a CX Tracker device, Scope is launching a program that brings in independent interviewers to assist clients in providing feedback. This program is especially targeted at those with complex communication needs or in locations where CX Tracker participation has been minimal.

In these locations, the CX Tracker program involves an experienced independent interviewer visiting Scope SIL services to undertake a survey or an observed survey of client experience where communication or consent barriers prevent a client from participating.

The observation tool looks for 12 indicators of client experience that can be observed in person. There are indicators for each of the following three categories:

• The client’s immediate environment

• The nature of the client’s engagements and interactions

• The client’s appearance and self-expression.
  

The CX Tracker program empowers clients to provide feedback, aiding collaborative decision-making and service co-design. Simply put, it offers clients an easy and effective way to express their preferences, viewpoints and concerns about their service.

• CX Tracker Independent Researcher visits will occur between 22 April and 30 June 2025.

• The visits will be scheduled for times when participants would usually be home, after their daily activities and day programs.

• All visits will be communicated to SIL House Supervisors and Coordinators at least one week before the visit.

How can Families and Supporters support this?

We ask that you support and encourage Scope clients to participate and take the opportunity to have their voices heard.

Disability Support Workers or family support is not required to help clients participate; however, if clients prefer having someone with them, that is their decision. Having a familiar person, like a family member or staff member, present may also benefit clients with complex communication needs.

We recognise that the interviewer's visit might cause some minor disruptions to daily operations, and we apologise for any inconvenience this may cause. Our primary focus throughout this program is the well-being and satisfaction of our clients. The CX Tracker program is essential for us to help meet their needs and ensure they feel safe, comfortable, and happy in their homes.

For more information

We have communicated directly to the families and supporters of clients in the homes that will be visited, informing them of the CX Tracker program and what it means for our clients.

More information is available in our FAQs, or you can speak to your House Supervisor or Coordinator. Alternatively, you can contact Charmian Huggett, Client Experience Program Lead, by emailing [email protected] or by calling 1300 472 673.