The Fono

Health & Social Services

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2016 Needs and Satisfaction Survey Results

The results of our 2016 Needs and Satisfaction Survey are in for our community and social services. Here we provide an overview of the feedback provided by our service users.



PARTICIPATION

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SATISFACTION

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DISSATISFACTION

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NEEDS

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SERVICE USER FINAL COMMENTS

There are numerous comments expressing appreciation for the assistance the staff provide service users. Overall service users commented that they were thankful and appreciative of staff. One commented about a staff member that its “more than just a job… he gives good advice and goes beyond”. Overwhelmingly most of the comments were positive. However one participant expressed overall dissatisfaction with the service which will be followed up with the staff member.


SUMMARY

Participants were randomly selected by the Social Service Team Leader. A participation rate that represented 20% for each service was intended the added value of other was seen as important and included. Family Support and Family Start also offer Whanau Ora and were included. Ethnic participation is relative to the population The Fono provides services with the largest being Samoan. There is a relatively large Tuvalu population that reside in West Auckland hence the larger participation rate.

The age range most represented was 31 – 45yrs, followed by over 45yrs.

Most participants have been with the service for approximately 1 year. Those with the service for significantly longer periods are with the Mental Health service.

Although few indicated dissatisfaction there are improvements that could be considered in the areas where dissatisfaction was indicated.

For instance although the complaints process is discussed at the Initial Assessment, as well as on Service Agreement booklets (where clients retain a signed copy). Evidently this needs to be a topic which needs to be raised with staff and clients reminded of their rights including how the complaints process works needs to be implemented.

Reminders around support available for clients who speak others languages needs to be reiterated and offered where appropriate.

Overall, the satisfaction survey indicates the majority of service users that participated were satisfied with the services and support they received.


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