Over June and July, the ILC set out to receive 500 completed feedback surveys from our valuable consumers and we are pleased to report we achieved this goal, with 528 surveys received!
The consumer survey was designed to hear from you on the quality of ILC services to ensure that we are on the right track, as well as to identify areas for improvement.
We wanted to gain an insight into your experience in regards to the timeliness of our services; whether your specific needs were understood by staff; and if the information you received supported your decision making.
Your responses to these questions indicated that:
- 98% of consumers were either ‘very satisfied’ or ‘satisfied’ with the timeliness of ILC services;
- 99% of consumers were ‘very satisfied’ or ‘satisfied’ with their specific needs being understood; and
- 98% of consumers felt the information they received was ‘very helpful’ or ‘helpful’ in their decision making.
Positive experiences shared by consumers included:
“Happy to be given the chance to prove myself capable of driving in spite of medical problems, which gave me confidence or rather re-enforced it”.
“My first call was made when I felt as low as I could get, the staff member was very supportive and understanding, it seemed to take hardly any time to find a respite option. I feel I am one of the rare people to have found such a compatible service for my wife. I will never forget the help you gave.”
“Amazing contribution for a lady in palliative care who will have improved communication capacity in her last weeks.”
“We were able to try out scooters, take them outside and see if they would fit in our car. To be able to do this, in one place, with a person with a disability, makes my life (carer) so much easier.”
“Noah’s Ark toy library has given invaluable support to my son’s learning. They have been very understanding, calm and supportive. My son loves going there and that makes his learning even more fun.”
In listening to our consumers’ comments, the ILC discovered areas in which we can improve our services. These include more training for staff so that they are more informed about all services and what is available under different programs; and improvements to the ILC website to simplify access to product information.
Thank you again for taking part in our consumer feedback survey and congratulations to the three lucky people who won a gourmet gift hamper for participating in the survey – they were Walter Koenders, Ben Taylor and Rupal Pankhania (pictured left with ILC Executive Director Gerri Clay).