When was the last time you asked for feedback about your practice, from your clients and from those with whom you collaborate? You might be surprised at what you hear.

For many, the thought of proactively seeking feedback or conducting satisfaction surveys in a reliable way can be daunting. Despite this, there is great value in doing so.

Why bother?

  • A ‘satisfaction’ survey demonstrates that you are interested in quality and in ensuring that you are offering the best service possible
  • As an avenue for providing feedback, both good and not so good, it opens up lines of communication
  • It provides an opportunity to make improvements and avoid time-consuming complaints and potential claims.

What you can expect to learn

  • You may hear the small gripes that are not enough to trigger a complaint but can be easily addressed
  • You may hear of problems that you already know about and are working on and this can be communicated
  • You may hear about something that you think works well but is perceived differently by those who use your service.

It’s not all about ‘bad news’ though – receiving feedback is also likely to improve your understanding of how satisfied those who use your service are.

The format of the survey, the questions you ask and how the answers are collected is largely a matter for an individual practice. After all, nobody knows your practice better than you and your staff.

So consider making enquiries with your College and your peers as to whether they have guides to assist you, or standardised tools that could be used or developed.

While you don’t have to act on every suggestion, you should take action on the key things that you learn.

The key to success is:

  • keep it simple
  • act on the things you learn
  • communicate the changes.

Satisfaction surveys are an extension of communication that can assist with improving your service over a period of time. They should become an integral part of providing a quality service.

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