COMPLAINTS PERFORMANCE AND SERVICE IMPROVEMENT REPORT
Satisfaction with how we handle complaints We value feedback from surveys and use it to help shape our services. As part of our satisfaction surveys, we ask residents questions about their satisfaction with complaint handling. We do this in the following ways: Complaints survey We survey those residents who have been through our complaints process (we call these transactional surveys). This feedback affords quality insight as the complainant has immediate experience of the complaint process. These surveys provide information that helps make improvements. Over the past year, 763 residents completed the complaints survey, they scored as follows:
47%
74%
were satisfied that colleagues were knowledgeable and professional 58%
were satisfied with the overall process
were satisfied with the ease of making a complaint
were satisfied with person allocated to deal with the complaint 65%
57%
63%
were happy with the level of communication
were satisfied their complaint response addressed all issues
were told what was going to happen next when they reported their complaint 71%
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