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. We reached out to 1,318 primary contacts and received feedback from 295 participants, providing valuable insights into various aspects of our services, including safety, client choices, privacy, staff performance, and overall satisfaction.

Family and Supporter Concerns and Expectations

The primary concern for families and supporters is reassurance that Scope is the right place for the clients they support. Their expectations and assessment of our services are driven by the desire to know that clients are happy and safe in Scope’s care. They expect Scope to demonstrate that their loved ones are receiving high-quality support tailored to their personal needs.

Positive Survey Results

The survey results were overwhelmingly positive, with 94% of respondents indicating they were 'very satisfied' or 'satisfied' with the services provided by Scope. Families and supporters praised the quality of support, the range of activities, and the respectful and caring nature of our staff. They also appreciated the trustworthiness of our team, with 89% expressing confidence that our staff do what they say they will do.

Key Areas of Satisfaction

Specifically, families and supporters emphasised their satisfaction with:

• The quality of support provided by caring and respectful staff.
• The variety of activities and the clients’ engagement in the programs offered.
• They trust that clients are safe and well-supported at Scope’s services.
• Clients having choice and control in their daily lives, along with meaningful opportunities.
• Staff creating a welcoming environment, with effective communication regarding the clients’ progress, wellbeing, and other important information.
• Scope’s commitment to client privacy, prioritisation of the rights of people with disabilities, and strong ethical foundations.

Areas for Improvement

The survey also highlighted areas for improvement. Families and supporters emphasised the need for:

• Proactive communication about important information that impacts clients, including incidents, medical treatment, and progress updates.
• Ensuring Scope has consistent staff that are trained to have quality engagement and communication with clients.
• Having staff enable clients to participate in meaningful activities they choose.
• Regularly reviewing the activities offered to ensure that clients are given a range of opportunities, including social outings and pursuing personal interests.
• Ensuring that complaints, incidents, and feedback are managed transparently and that families are informed of outcomes.
• Having safe, well-maintained, and appropriate facilities for the client's needs.

Our Commitment to Improvement

At Scope, we are committed to addressing these areas and continuously improving our services. We will keep you informed of our progress and look forward to your continued feedback in future surveys.

If you would like to provide further feedback, you can contact our Client Experience Team at [email protected]