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MSWA Bulletin Magazine Winter 2021

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  • Bulletin
  • Ndis
  • Respiratory
  • Physiotherapy
  • Outreach
  • Neurological
  • Mswa
MSWA Volunteer Luncheon | Our new respiratory | Physiotherapy service | Our m contribution to research | Pain and pain management series

BRAND, MARKETING & SALES

BRAND, MARKETING & SALES 2020 MSWA CLIENT SATISFACTION MSWA invited Clients who received at least one service from us to provide feedback. We asked them about their satisfaction with services, likelihood to recommend, and overall experiences with MSWA in a year that was impacted by a global pandemic. We are thankful for those who took part as the results help us understand the needs of our Clients better and improve our performance. OVERALL SATISFACTION Dissatisfied 7% Very Dissatisfied 3% Accommodation 100% Respite 94% MSWA 2019 92% 2019 88% Satisfied 36% Very Satisfied 54% 90% Client Relationship Coordinator Client Liaison Coordinator 2019 92% 91% 94% New in 2020 New in 2020 MSWA EXCCEDS EXPECTATIONS 31% 40% 2019 CLIENTS OF MSWA FEEL No Sometimes Yes NET Agree Respected 97% Valued 92% Listened to 94% LIKELIHOOD TO RECOMMEND MSWA (NET PROMOTER SCORE) 20 0 20 % of MSWA Clients Promoters are loyal and likely to repurchase; Passives are susceptible to competitors; Detractors require proactive outreach to mitigate brand damage. 40 60 80 100 Clients were asked how likely they would be to recommend MSWA to others on a scale of 0 to 10 MSWA NPS +43 +45 2019 80 % of MSWA Clients 60 40 20 0 15 17 Detractors (0-6) 25 23 Passives (7-8) 2019 60 60 Promoters (9-10) Reasons for recommending MSWA: • Caring and helpful staff • Great service • Professionalism Reasons for not recommending MSWA: • Quality of services not meeting expectations • Lack of communication and engagement Net Promoter Score = % Promoters – % Detractors 24

SATISFACTION WITH QUALITY OF SERVICE BY SERVICE Very Dissatisfied Dissatisfied Satisfied Very Satisfied NET Satisfied Physiotherapy 97% Counselling 98% Community Support 91% Occupational Therapy 93% THE IMPACT OF COVID-19 Strongly Disagree (1) + 2 3 + 4 5 + 6 7 + 8 9 + Strongly Agree (10) I was happy with MSWA’s methods of communication Mean /10 7.8 Nursing 91% Speech Pathology 94% Dietetics 98% MSWA was handling Clients’ needs well 7.7 Social Welfare 93% 40 20 0 20 40 60 80 100 % of MSWA Clients using a service 40 20 0 20 40 60 80 100 % of MSWA Clients Mean /10 SATISFACTION WITH SKILLS OF STAFF BY SERVICE Very Dissatisfied Dissatisfied Satisfied Very Satisfied NET Satisfied Physiotherapy 97% Counselling 98% I felt supported as an MSWA Client during this time The frequency of communication from MSWA was adequate 7.7 7.6 Nursing 94% Occupational Therapy 97% Speech Pathology 96% Dietetics 98% Social Welfare 89% SATISFACTION WITH AVAILABILITY BY SERVICE Very Dissatisfied Dissatisfied Satisfied Very Satisfied NET Satisfied Counselling 100% Speech Pathology 94% Outreach (opening hours) 40 20 0 20 40 60 80 100 % of MSWA Clients using a service 97% Physiotherapy 92% Occupational Therapy 92% Nursing 90% Dietetics 93% Social Welfare 88% 40 20 0 20 40 60 80 100 % of MSWA Clients using a service 40 20 0 20 40 60 80 100 % of MSWA Clients WHO RESPONDED PARTICIPANTS BY SERVICE Online Phone TOTAL Service n= % n= % n= % Physiotherapy 161 68% 106 69% 267 68% Nursing 129 54% 68 44% 197 50% Occupational Therapy 90 38% 65 42% 155 40% Community Support 80 34% 74 48% 154 39% Social Welfare 83 35% 45 29% 128 33% Support Coordination 66 28% 38 25% 104 27% Counselling 65 27% 20 13% 85 22% Speech Pathology 50 21% 42 27% 92 24% Outreach 36 15% 37 24% 73 19% Residential Respite 12 5% 5 3% 17 4% Accommodation 11 5% 23 15% 34 9% TOTAL 237 61% 154 39% 391 100% Age: 18-39 5% 40-49 13% 50-64 44% 65+ 38% Location: Metro 87% Regional 26% Condition: MS 77% ONC 23% Tenure: Less than a year 8% More than a year 92% Gender: Female 70% Male 30% 25