Staff and Service User Engagement Surveys
Understanding what people think of your business can really
make a difference
Understanding what people think of your business can really make a difference
Monitor Success
Plan Changes
Improve Ratings
Focus on what people think to grow your success.
You want to provide the best possible service you can, after all that is why you are working in a health or social care setting. Continual improvement is vital to keep you ahead of the competition. Understanding what your clients and stakeholders are looking for is essential for business growth and sustainability.
Involving those who use your service in the development and management of the service is viewed by CQC as key and can impact on the key questions of Responsive, Effective and Well-Led.
Finding out what your clients and stakeholders think can be of great value.
- It helps to showcase what you do well
- It helps you to plan for the future and create an improvement plan
- It demonstrates you really do care about your clients and staff
- It helps demonstrate to new or perspective clients you are willing to listen
- It can assist in marketing, by letting people know what your clients really think
Why an external report is best.
Internal Audits can help, but they can be seen as biased, and if people have a real concern they might not want to tell you. The Swift Management engagement surveys are totally confidential, and the report you will receive is anonymous. This encourages people to be honest, which is after all what you need.
Our engagement surveys can be personalised to capture the information you are looking for, we can also benchmark the results against industry standards. We can provide both digital and paper based surveys depending on how your clients and stakeholders are likely to respond best.
Arranging a survey is easy.
Call and
discuss your
requirements
Take
action
Agree the
survey
content
Analyse &
publish the
results
Agree the
distribution
method
Conduct
the
survey
Stay ahead, Stay focused and consider what your clients and staff feel when moving forward. Word of mouth is the best recommendation and by listening to your stakeholders, you can bring the word of mouth to the forefront of your marketing campaign.
Publishing the results of your survey alongside the CQC widget on your website, can add a different dimension to your inspection report.
Frequently Asked Questions
Engagement Surveys are survey’s undertaken to establish the views of people using the service, they can be specific to staff, clients or other professionals who come into contact with the business.
Every business owner, believes they know their business well, but often the staff or clients may have a opinion or suggestion that can make the business even better. Sometime those ideas and suggestions can be missed or overlooked or simply not passed on to the person who needs to know.
The format we use to send out surveys depend on the client entirely, we are able to use web-based surveys, intranet-based surveys using local company systems or we can send paper versions. Many of our clients choose a mixture depending on who they are surveying. For example: you may use a web-based survey for resident’s families, a intranet based survey for staff and a paper survey for residents in a care home.
You are able to create a survey yourself, but we find our clients do not always get a objective response as people are sceptical about anonymity and where staff surveys are concerned some staff feel they cannot be objective. Using an external survey also adds validity and a higher level of anonymity as the reports provided never attribute comments to people.
The survey reports we provide show trends and opinions graphically so they are easily read and understood. They compare the responses received from one business to industry standards, which means you and the regulators can see how your business compares to other businesses in your sector.
We are able to provide standard question sets to assist in the process but we are always happy to measure specific items to. If these questions are very specific to an individual service then we may not be able to measure these against other companies simply because the data has not been measured.
One of the most effective use of a survey is to show that you are listening and willing to take action. This helps improve survey take-up next time. We always advise our clients to read the reports and decide what action is required, what is possible to achieve quickly and what can be reviewed over time. Then write a response action plan or a “you said – we did” summary. Publish this alongside the survey results so that your participants can see the information provided has been listened to and reacted to.
Yes, once you have had your inspection report published it is a matter for public record. You are required by law to publish your grade and link on your website to the inspection report, but many people also publish our easy to read survey reports and actions taken alongside this. It is also possible to send out or display printed versions with other literature as part of your marketing pack.
Once the survey goes live, we would expect it to take at most six weeks from that point to receive the responses and produce the report. The time really is dependent upon you and how long you want to give people to respond. We monitor response uptake and sometimes advise clients to run the survey for a longer than anticipated period encouraging participants to get involved.