As a business owner, listening to client feedback is one of the easiest ways to learn and improve your service delivery.
This is especially true in the NDIS and aged care sector.
Feedback from clients, loved ones and other stakeholders enables you to better understand how your care service is perceived from an outside viewpoint.
This makes it great for making improvements to your care delivery, keeping on top of your participants’ needs and fine-tuning your approach in a way that best suits them.
Not only does this help to improve client satisfaction, but it also keeps your business relevant and up-to-date with changing expectations – ensuring you continue to remain competitive within the industry.
Client feedback can also be used in your NDIS marketing. Honestly, we cannot emphasise the value of feedback enough.
That’s why today, we want to show you how you can use participant and family feedback to improve your care management and delivery, as well as discuss the best NDIS provider software and carer app you can use to continue capturing this feedback and growing your business.
What parties can you look to gather feedback from?
Essentially, your business has two main sources of feedback:
Your clients
Your client is the one experiencing your care delivery first-hand, so they’re typically going to have plenty of feedback for you, if you’re willing to listen.
Remember, though, that not all feedback has to be negative or gathered in a bid to improve. Positive feedback from clients can also help to reinforce confidence in your care service and, as mentioned, can even be used as part of your NDIS marketing strategy.
Your clients’ families and loved ones
Sometimes, your client may not have the ability to provide feedback or may not feel comfortable doing so directly. This is where listening to family and friends can help to ascertain how your care service is being perceived.
Family members can also have their own feedback based on their observations and information gathered from reading progress notes. They’re also heavily invested in seeing their loved one progress, so it’s important to hear to what they have to say.
Other stakeholders or partners you work with may also have feedback from time to time as well.
How do you turn client feedback and insights into service improvements?
Now we understand where feedback comes from, we need to do something about it.
The best place to start is to review the feedback you receive and identify any common insights or issues being raised.
From there, you can develop strategies to make improvements to your service delivery and eliminate any issues that have been brought up.
Once you’ve done that, the best thing to do is to go back to your clients and their loved ones and ask for further feedback on your revised service. This way, you can get a clear understanding of whether your solution worked or not.
Essentially, it’s about running this loop over and over until you’re consistently seeing high levels of client satisfaction across the board.
Again, once you reach this stage, you can use the positive feedback you receive as part of your NDIS marketing. Win-Win!
What are the common barriers to collecting actionable feedback?
It doesn’t matter whether you’re a small provider or a large operation, the reality is you’ve likely got a full roster of participants to look after and care staff to manage, and gathering feedback is not always top of mind.
Oftentimes, it comes down to the NDIS provider software you’re using or the communication channels you’ve established with your clients and their families, as well as your own team members and care workers.
If these methods of communication don’t allow for the easy collection of feedback, then it just won’t get done. That’s why it’s important to make it as simple as possible for clients and their loved ones to let you know how they’re feeling about your care service.
So, how can you do this?
The best NDIS software solutions and carer apps are designed to help streamline the collection of feedback, and that’s where the ShiftCare app comes in.
ShiftCare’s NDIS client management software was purpose-built with the feedback loop in mind
Giving clients and their loved ones the ability to read progress notes, connect and communicate with carers, and provide their feedback is so important for all parties involved.
That’s why we built ShiftCare’s carer app to do exactly that.
Our NDIS provider software’s powerful Friends & Family feature, also known as ‘ShiftCare Connect’, is designed to help keep loved ones updated and involved in care. With this, they can easily view booked services, see all communications, check invoices and provide feedback to you and your team.
Not only does this help to improve continuity and care delivery[CM1] , but it also ensures your business can continue to evolve with the insights gathered from clients and their loved ones, both in-person and through our NDIS client management software.
Remember, at the end of the day, you’re running a business, and client feedback is the best way to learn and grow. With the ShiftCare app, you’ll have the best NDIS software at your fingertips to make all this and so much more possible for your business.
ShiftCare is the best NDIS client management software to improve your service and unlock your business’ true potential
ShiftCare is an easy-to-use care management platform designed to streamline day-to-day operations and reduce administration burdens for NDIS providers, as well as Aged Care and Disability Support services.
Boasting powerful and intuitive features, ShiftCare offers key solutions to improving care management, rostering, HR, invoicing, NDIS compliance and so much more, enabling you and your team to focus on delivering a higher standard of personalised client care.
So, if you’re looking for the best NDIS software to help collect actionable feedback and improve your service delivery, the ShiftCare app has got you covered.
Book a demo or get in touch with our team today to discover how ShiftCare can revolutionise your care management and give you back more time for what truly matters.
