Thank you to the families who shared their feedback with us during our Client Satisfaction Survey in October 2023.
Your feedback helps to shape how we provide our services, and we appreciate every response!
Over 86% of our clients were pleased with our service. This was confirmed at our NDIS Certification Audit whereby the independent auditors found our Family Module showed that we meet best practice guidelines, which is rare for providers, as this is the highest possible rating.
You can read more about the My Therapy House Vision, Mission, and Values here. Our values are reflected in every decision we make about our service provision, both from a business perspective and for the children and families we work with every day, and they guide the way we communicate with families and the wider community.
We are pleased to see that these values are also important to the families we work with!
The comments that several respondents left on some of the questions provide us with further insight into how families feel about what we do.
A recurring theme was that because the sessions are only 45 minutes long there isn’t really much time for parents and caregivers to discuss the session with therapists, or raise any concerns they might have.
While we always welcome emails and phone calls, and the therapists are always happy to schedule extra time for a parent feedback/coaching session, we do understand that some of you are more comfortable raising these concerns and having these discussions in person.
As a result of this feedback, we have a few changes planned.
- We can schedule phone calls or telehealth appointments for parents to discuss concerns that may not be able to be discussed in front of your child. We prefer not to talk about children in front of them.
- We are introducing a goals booklet for each child and their family. This booklet will go into more detail about specific goals that help your child work towards the goals you have identified with the NDIS or directly with us during the intake process. Each term, one of your child’s therapists will arrange time with you, either during your child’s session or at another time, to reflect on these goals and decide what the focus will be for the following term. Some of you may have already seen the goals booklet – if you haven’t yet, please ask your therapist. Not every family will want a goals booklet, and we understand this as we try to customise our service delivery to suit different family needs.
- Dana Baltutis will be available next year to catch up with parents during their child’s therapy time to discuss any issues and brainstorm ideas and strategies. Dana works very closely with all the therapists.
The booklets have space for you and the therapists to write down what is going well, what needs more work, and any other notes, and you can either leave the booklets on-site with us to bring to each session, or take them home to review and make your own notes.
We hope this will help to address some of the concern about lack of parent/therapist discussion time.
The number of families who filled in our survey this year was much lower than previous years. This shows us that this method of gathering feedback may no longer be as effective as other methods. While the information we collect from these annual surveys is valuable, we will investigate different methods of finding out how you feel about our service provision.