image description: a few hands holds a survey and a had holding a megaphone with the written words: Your Opinion Matters
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2019 Annual SurveyThis year 53 people took part in our survey.
Thank you to those of you who took the time to answer the survey. 43 of the people connected with our Coordination of Support Services, 34 people use plan management services ( clearly a number of people have both services). Two respondents utilised the option to speak with an independent person directly rather than answering the online survey, one of those did so through an interpreter. 39 of you identified as family members and 12 of you were people with disability who received services from you. 2 of you had other roles. 37 of the people who responded were very happy with the services you receive from futures in sight. 13 of you were happy or between happy and very happy. 2 of you were less than happy and 1 of you was not happy with our services. 33 of you found us through either a friend or through word of mouths. More than 3 out of 4 people knew about our services, but about 10- 20% of you were unsure about some things ( like being able to make changes to our agreement with you, or knowing that you have given us instructions about consent to release information, or how to end our services. When it comes to giving us feedback or making a complaint, the picture is similar to the above. About 10-20% of you are not quite sure how to complain and what happens next when you do In response to your comments, we are in the process of putting together a more comprehensive “People we support- Handbook” and we will email a copy to everyone soon. For 75- 85 % of you who receive Coordination of Support services, you strongly agree that we help you:
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Areas for Improvement
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People also made comments and suggestions for improvements.
Here is a list of things we want to do in 2020 to improve our services in response to those comments: 1. Provide everyone with a “People we Support Handbook” and a “Service Charter” to explain some of how we work, what we do and your rights with futures in sight in more detail. 2. Some people say it takes us too long to respond to emails and phone calls, so we give you a guarantee that we respond to all phone calls and emails that require a response within 3 business days. If you do not hear from us within 3 business days, you can contact one of the futures in sight partners to raise your concerns. Their contact details are in the Handbook we will be sending out. 3. Some of you wanted to know more about what’s new with the NDIS and also learn more about what is possible and what other people do. In response to that we are working on:
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