Page 17 - MDS final deliverable

CUSTOMER NEED: INSIGHT ONE
”I GOT YOU”
At MDS you are not just a number. Participants and families are overwhelmingly satisfied with MDS because ‘you get them’. Participants feel that you are on their side, cheering them on. When they ‘fall’, you are there to hold them up. They feel that the staff genuinely cares about them and provide the required support. Families and participants appreciate the warm, welcoming and friendly environment that differentiates MDS from other providers.
Customers don’t just want support, they want to be understood. This insight uncovers customer needs, and the reason why MDS has been able to deliver a positive customer experience.
As we also spoke to staff, it became clear that they love what they do and are invested in supporting the participants and their families in any way they can.
Seeing participants grow, mature and learn is what gives staff a sense of satisfaction and achievement at the end of the day.
POSSIBLE IDEAS AND CONSIDERATIONS WHEN DEVELOPING SOLUTIONS
• This is what makes MDS different and special. The development of future solutions will need to both sustain and reinforce this insight.
• There is an opportunity to put in place the right processes to help MDS staff embody and embrace this daily and naturally – thought needs to be given on how to scale this insight across the organisation and remove barriers to achieving it.
Staff have made a real difference in the lives of the participant and families. It is the unique proposition of MDS. Overall, MDS customers are pleased with the services.
More applicable to:
CENTRE BASED
PATHWAYS TO EMPLOYMENT
MENTAL HEALTH
Commercial in confidence
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