Tracking Satisfaction Burnsides’ service users

Have Their Say

Presented ByNicole Aggett

Research OfficerUnitingCare Burnside

Our Vision

a just and safe society for all children, young people and families – because children

matter

Results Based Accountability (RBA)

The essential components of this framework are contained in three basic questions:

– What do we do?

– How well do we do it?

– Is anyone better off?

Burnside is using this framework to guide:– The development of our strategic

plan 2006-2009– The development of STARS

(Service user Total Agency Reporting System)

– The development of ‘Have Your Say’

Evidence Base

Natasha Cortis’s research shows that service users have their own ideas/ constructs around what makes a quality service, and would like to provide Burnside their views about this.

The Purpose

The purpose of ‘Have Your Say’ is to ensure that Burnside is listening to our service users regularly

Have Your Say

4 Key Questions:1. What do you like best about

Burnside’s services?2. Has being involved with

Burnside helped you to make changes in your life?

3. Is there anything you would change about Burnside and why?

4. Any other comments

Have Your Say

Data collection tools– A send home questionnaire – A focus group with service users– one on one interviews with

service users– Additional activities such as craft

were used with children and young people

Examples of Data collected

62.9% of service users stated that Burnside always or mostly treats the service user well. Less than one per cent stated that Burnside only sometimes or never treats them well.

What do you like best about Burnside?

• A chance for the kids to become more confident

• Making great friendships• You have shown me how to cope

with my children’s needs and wants• Not being judged• I feel at home and comfortable. It’s a

good atmosphere for the kids and parents

Has being involved in Burnside helped you to make changes in your life and how?

• Yes too much to describe.

• Help to guide me in the right direction in life.

• It changed my life a lot and my worries have been relieved a lot.

• Yes it has assured me a good future

• Now I'm safe and don't walk the streets at night

• My attitude towards life is more positive than it was before.

Is there anything you would change about Burnside?

• Expand services to offer to more people

• Be available through schools• Advertise more about this good

place• To have more hours, so that to

attend another day• We can paint a wall

What will we use the data for?

• To track service user satisfaction and service quality

• To report against the questions posed by the Results based accountability framework from the service users perspective.

• Inform future practice and planning

Challenges to consider

• Participation

• Data collection methods

• Standardise questions

• Access

For more information

• Contact the Research and Quality Assurance Program (02)9768 6866

• Or visit the website www.burnside.org.au