The Amana Living Customer Satisfaction Survey is conducted biannually and adds to our understanding of how satisfied our residents and clients are with the service they receive. These results along with the comments made enable each service to identify what improvements can be made and also to ensure that areas high in satisfaction stay that way. This year we also asked what was most important to the resident or client to ensure that we were focussing our efforts on areas of the service that made the biggest difference to the clients and residents.
The results were independantly analysed by Professor Duncan Boldy at the Centre for Ageing at Curtin Unversity.
The Board, Management and Staff were very pleased with the results as there has been an overall increase of 3% satisfaction toa combined satisfaction rating of 94% from 91% since the last survey. Residential Care had an overall satisfaction rating of 96%, Community Services 94.2% and Retirement Living 91.8%.
We were also very pleased to see the areas of highest importance to the residents and clients rated highly in satisfaction which tells us that the efforts of the staff are aimed at the areas of service that mean the most to the client or resident. This is important as research has shown that there is often an inconsistency between what aged care service recipients believe is important and what aged care service operators think is important.
Another important aspect of this survey was that we identified not only how satisfied residents and clients were with the service provided but also with how it was provided, this is referred to as our enrichment satisfaction rating. This will enable us to focus on specific service areas to increase how 'enriched' a person feels when receiving a service. Our Enrichment Coach is working closely with the services to put in place some great enrichment strategies that you will hear more about.
The main task now lies ahead in that we need to make improvements based on the results and also the comments and suggestions made by the residents and clients and to ensuring we work together in shaping the service into the future.
If you would like more information on the 2010 survey results or to provide feedback please contact Maria Davison, Project Manager on 9424 6375 or by email to mdavison@amanaliving.com.au