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1 year ago

MSWA Bulletin Winter 2020

  • Text
  • Neurology
  • Conditions
  • Bulletin
  • Pathology
  • Counselling
  • Ndis
  • Telehealth
  • Neurological
  • Outreach
  • Mswa
Telehealth at MSWA, Feedback from Customer survey, Eating mindfully, Research roundup

BRAND, MARKETING & SALES

BRAND, MARKETING & SALES MSWA CUSTOMER SATISFACTION MSWA invited Customers who received at least one service from us in 2019 to give us their feedback. We were delighted that 491 of you took the time to complete our survey. The results help us to understand how we are performing year on year, and identify areas for improvement, so thank you! OVERALL SATISFACTION WITH MSWA Dissatisfied 6% Very Dissatisfied 2% NET Satisfied Satisfied 37% Very Satisfied 55% 92% There is no difference in satisfaction between those who are on NDIS funding and those who are not. LIKELIHOOD TO RECOMMEND MSWA (NET PROMOTER SCORE) MSWA Customers were asked on a scale of 0 to 10 whether they would recommend MSWA to someone else MSWA NPS +45 MSWA’s NPS is above service provider benchmarks in WA 80 % of MSWA Customers 60 40 20 0 15 Detractors (0-6) 25 Passives (7-8) 60 Promoters (9-10) Net Promoter Score = % Promoters – % Detractors SENTIMENT HOW CUSTOMERS FEEL TREATED BY MSWA No Sometimes Yes Treated with dignity and respect Listened to Valued 98% 95% 93% 20 0 20 40 60 80 100 % of MSWA Customers 22

SATISFACTION WITH QUALITY OF SERVICE BY SERVICE Very Dissatisfied Dissatisfied Satisfied Very Satisfied NET Satisfied Counselling 99% Speech Pathology 95% WHO RESPONDED SERVICES USED Online Phone TOTAL Service n= % n= % n= % Dietetics Physiotherapy Occupational Therapy 94% 94% 93% Nursing 219 64% 92 61% 311 63% Physiotherapy 222 65% 80 53% 302 62% Occupational Therapy 176 52% 58 39% 234 48% Nursing Individual Options Social Welfare 40 20 0 20 40 60 80 100 % of MSWA Customers using a service 92% 91% 91% Individual Options 119 35% 55 37% 174 35% Social Welfare 131 38% 42 28% 173 35% Counselling 105 31% 20 13% 125 25% Speech Pathology 96 28% 27 18% 123 25% Outreach 43 13% 27 18% 70 14% Accommodation 26 8% n/a n/a 26 5% SATISFACTION WITH SKILLS OF STAFF BY SERVICE Very Dissatisfied Dissatisfied Satisfied Very Satisfied Counselling NET Satisfied 97% Respite 16 5% 8 5% 24 5% TOTAL 341 69% 150 31% 491 100% AGE GENDER Physiotherapy 96% Speech Pathology 96% 18-34 Female Nursing 95% 35-54 Dietetics 95% Occupational Therapy SATISFACTION WITH AVAILABILITY BY SERVICE Very Dissatisfied Dissatisfied Satisfied Very Satisfied Outreach (opening hours) Counselling Speech Pathology 40 20 0 20 40 60 80 100 Nursing Dietetics Social Welfare % of MSWA Customers using a service 95% NET Satisfied 97% 96% 92% 90% 89% 89% 55+ Less than one year More than one year LOCATION Metro Regional 0 LENGTH OF TENURE 0 20 20 40 60 80 % of MSWA Customers 40 60 80 100 % of MSWA Customers Male CONDITION MS ONC 0 0 20 20 40 60 80 % of MSWA Customers 40 60 80 100 % of MSWA Customers Physiotherapy Occupational Therapy 89% 88% 0 20 40 60 80 100 % of MSWA Customers 40 20 0 20 40 60 80 100 % of MSWA Customers using a service 23