The survey results showed high levels of satisfaction among Baptcare clients in Victoria and Tasmania. Attributes like welcoming staff and overall satisfaction with services received average scores above 4.5 out of 5. The majority of feedback was from disability clients in Victoria and family services clients in Tasmania. Areas identified for improvement included reducing delays in receiving services and better preparing clients for when services end. Next steps include revising surveys, communicating results to staff, and ensuring feedback is captured from vulnerable groups.

1. Family & Community Services
Client Feedback Results 2011-12
August 2012

2. Contents
• Survey Overview
• Results
– Response by State
– Month of Data Collection
– Type of Service
– Baptcare Area of Service
– Client Type
– Service Attributes
• Level of satisfaction (% strongly agree or agree)
• Conversion into ‘average score out of 5’
• Summary
• Next steps

3. Survey Overview
• The sample consisted of persons who had accessed a Family &
Community Services program in 2011-2012 in Victoria and
Tasmania
• Participation was entirely voluntary
• Data was collected from March 2011-June 2012
– Via paper-based survey or on-line (Survey Monkey)
– Data collected upon completion of the program
• Over 100 clients provided valuable feedback
**Note, all results are based off the total sample and expressed as % unless otherwise indicated

4. Response by State (%)
The majority of
feedback was obtained
from Victorian clients
(61%)

5. Month of Data Collection (%)
There was a big boost in response from Victoria during the latter
half of 2011, while the response in Tasmania increased during
the first half of 2012

6. Type of Service (%)
In Victoria, the majority of feedback (58.3%) was received from
Disability clients, whereas in Tasmania, most of the feedback
came from Family Services (55.6%)

7. Baptcare Area of Service (%)
Over half of the feedback (52%) was received from clients who
received their service in Melbourne, and just under one third
(31%) of feedback came from services received in Launceston

8. Client Type (%)
Over two thirds (67%) of clients were adults with parental or
other caring responsibilities. Almost one in ten (9%) clients were
under the age of 18 years.

9. Service Attributes
• The following slides present data collected on a range of service-
related attributes
• All respondents were asked how much they agreed or disagreed
with each statement (5 point scale)
• Results presented are % strongly agree or agree
• Results are also reported and summarised as an ‘average score out
of 5’

10. Staff were welcoming and accepting
(% strongly agree or agree)

11. Given clear information about available
services
(% strongly agree or agree)

12. I was listened to and given choices
(% strongly agree or agree)

13. I would recommend Baptcare to others
like me
(% strongly agree or agree)

14. My personal information was kept
confidential
(% strongly agree or agree)

15. I am satisfied with the service from
Baptcare
(% strongly agree or agree)

16. I would call Baptcare again if I needed
to
(% strongly agree or agree)

17. My human rights and dignity were
respected
(% strongly agree or agree)

18. My needs were understood and
respected
(% strongly agree or agree)

19. My worker developed a plan to reach
my goals
(% strongly agree or agree)

20. Baptcare cares about people and puts
clients first
(% strongly agree or agree)

21. Overall Baptcare is well run and
efficient
(% strongly agree or agree)

22. It was easy and straightforward to
contact Baptcare
(% strongly agree or agree)

23. I was told how to make a complaint if I
wasn’t happy with Baptcare
(% strongly agree or agree)

24. My Baptcare worker was flexible and
reasonable
(% strongly agree or agree)

25. I was offered information and given
help to access other services
(% strongly agree or agree)

26. I was asked for consent for personal
information to be given to other services
(% strongly agree or agree)

27. Things have changed for the better for
me and my family since using service
(% strongly agree or agree)

28. I felt well-prepared for my Baptcare
service to finish
(% strongly agree or agree)

29. Overall rating of service attributes (VIC)
(average score/5)
SAT ISFACT ION W IT H SER VICE AT T R IBU T ES (VIC) MEAN
Ba p tc a re s ta ff we re we lc o ming a nd a c c e p ting 4.7
I was given clear information about Baptcare services available to me 4.5
I was listened to and given choices 4.5
I would recommend Baptcare to other people like me 4.5
I was told that my personal information would be kept confidentially 4.5
Overall I am satisfied with the service I got from Baptcare 4.5
I would call Baptcare in the future if I needed help again 4.5
My human rights and my dignity were respected by Baptcare 4.5
I felt as though my needs/ my family’s needs were understood and respected 4.4
My Baptcare worker developed with me a plan to reach my goals 4.4
Overall I think that Baptcare cares about people and puts clients first 4.4
Overall I think that Baptcare is well-run and efficient 4.4
It was easy and straightforward to contact Baptcare 4.4
I was told how to make a complaint if I wasn’t happy with the Baptcare service 4.4
My Baptcare worker was flexible and reasonable 4.4
I was offered information about and helped to get other services 4.4
Things have changed for the better for me and my family as a result of using Baptcare services 4.4
I was asked for my consent to have my personal information given to another service 4.3
I felt well-prepared and ready for my Baptcare service to finish 4.0
T he re wa s little d e la y b e fo re I s ta rte d re c e iv ing a s e rv ic e 3.6
OVER ALL MEAN SCOR E 4.4

30. Overall rating of service attributes (TAS)
(average score/5)
SAT ISFACT ION W IT H SER VICE AT T R IBU T ES (T AS) MEAN
Ba p tc a re s ta ff we re we lc o ming a nd a c c e p ting 4.8
I would call Baptcare in the future if I needed help again 4.7
I would recommend Baptcare to other people like me 4.6
I was given clear information about Baptcare services available to me 4.6
I felt as though my needs/ my family’s needs were understood and respected 4.6
Overall I think that Baptcare cares about people and puts clients first 4.6
My human rights and my dignity were respected by Baptcare 4.6
Overall I am satisfied with the service I got from Baptcare 4.5
I was listened to and given choices 4.5
My Baptcare worker was flexible and reasonable 4.5
I was told that my personal information would be kept confidential 4.4
I was offered information about and helped to get other services 4.4
Overall I think that Baptcare is well-run and efficient 4.4
It was easy and straightforward to contact Baptcare 4.4
Things have changed for the better for me and my family as a result of using Baptcare services 4.2
I was asked for my consent to have my personal information given to another service 4.3
My Baptcare worker developed with me a plan to reach my goals 4.3
There was little delay before I started receiving a service 3.9
I was told how to make a complaint if I wasn’t happy with the Baptcare service 3.7
I fe lt we ll-p re p a re d a nd re a d y fo r my Ba p tc a re s e rv ic e to finis h 3.6
OVER ALL MEAN SCOR E 4.6

31. Summary
• Baptcare attributes were rated consistently high
across most measures, indicating client’s
satisfaction with Baptcare service delivery.
• ‘Baptcare staff were welcoming and
accepting’ - highest rated measure
• ‘Delay in receiving service’ and ‘feeling
ready for the service to end’ - lowest rated
measure
• Non-significant differences in satisfaction
between Victoria and Tasmania

32. Next Steps
• Revised Client Feedback Surveys will be
implemented in September 2012
• Communication strategy to staff to be
confirmed asap
• Consideration to be given on how to best
capture feedback from vulnerable populations:
• Children
• Persons seeking asylum
• Reduced cognitive capacity