Listening to Our Community:
Client and Carer Voice Survey Outcomes
In the 2024/25 fiscal year, Sylvanvale conducted its biennial Client and Carer Voice Survey, an essential tool for gathering feedback from our community and ensuring that our services meet the needs and expectations of those we support. The survey was conducted over two weeks in September 2024 and saw a significant increase in participation compared to the 2022 survey.
Survey Participation and Methodology
We extended the survey to every one of our clients and their families, as well as all Sylvanvale staff to collect an accurate view of what our community thinks about the services we provide. The survey was communicated to potential respondents through a combination of post, email, SMS, and site posters. An Easy Read Guide was created to support clients in understanding and completing the survey, and Sylvanvale staff assisted clients where required. The completion rates were notably higher, with 79 participants (29% ) and 93 family members/carers (37%) responding, compared to 57 participants (10%) and 77 family members/carers (16%) in 2022.
Key Findings: Participants
The overall satisfaction among participants was an impressive 92%, up from 83% in 2022, and above the industry benchmark of 89%. Performance improved in nine categories, with several questions seeing double-digit improvements. Notable areas of improvement included:
Having a say in what they do at Sylvanvale: 86% (up from 73% in 2022, industry benchmark 70%).
Support for trying new things: 88% (up from 75% in 2022, industry benchmark 85%).
Communication about what’s going on: 86% (up from 74% in 2022, industry benchmark 79%).
Participants also rated Sylvanvale highly compared to industry benchmarks in areas such as managerial performance and staff responsiveness to their needs.
Key Findings: Families and Carers
For families and carers, overall satisfaction was 85%, up from 81% in 2022, and slightly above the industry benchmark of 84%. Improvements were seen in 14 of the 15 categories, with significant gains in:
- Positive changes at Sylvanvale: 67% (up from 50% in 2022, industry benchmark 59%).
- Innovation and continuous improvement: 75% (up from 59% in 2022, industry benchmark 77%).
- Personalised and homely housing: 95% (up from 80% in 2022).
Families and carers also appreciated being consulted before decisions affecting their family members were made, and found the facilities to be accessible and welcoming
Priority Areas for Improvement
Despite the positive feedback, the survey identified areas for further improvement. For participants, priorities included helping them make friends away from Sylvanvale and supporting their personal goals. For families and carers, areas of focus included enhancing living arrangements and building confidence in senior management.
Actions and Future Steps
In response to the survey findings, we have outlined several actions to address the identified areas for improvement:
- Supported Independent Living: Reviewing housing options and exploring new opportunities through SDA partnerships to better align with clients’ needs and preferences.
- Staff Development: Building cultural competency and refining procedures to support client engagement and quality outcomes.
- Choice and Goals: Actively supporting client decision-making and community inclusion, and embedding learnings from the LaTrobe Disability Practice partnership
The 2024/25 Client and Carer Voice Survey has provided invaluable insights, reinforcing Sylvanvale’s commitment to listening to our community and striving for excellence in all that we do. By addressing the feedback and implementing targeted actions, we aim to enhance the quality of life for our clients and their families, fostering a supportive and inclusive environment for all.