Page 22 - MDS final deliverable

CUSTOMER PAIN: INSIGHT SIX
CLASHING CYMBALS
Participants are largely satisfied with the MDS programs. The dissatisfaction that does repeatedly surfaces is when participants of different skills, age/phases in life, needs, functioning levels and disabilities are combined in the one program. There is a ‘clash’ when the right composition of people in the program has not been achieved.
Participants may find it difficult to adapt to other participants who may be dissimilar to them and this can lead to some amount of frustration, irritation and agitation that they may not necessarily be able to express.
Given that most participants are already quite vulnerable, such situations could hamper their peace of mind, need for space or in some instances curb their growth and learning.
POSSIBLE IDEAS AND CONSIDERATIONS WHEN DEVELOPING SOLUTIONS
• A possible reason for this dissatisfaction could be the result of merging of two centres. Alternatively, it could be as simple as people not getting along with each other because they are different. The opportunity here is to improve the program experience – how can MDS set the participants up for success by ensuring that they do not combine participants with differing needs?
• A possible solution could be having open conversations with participants before they start a program and mapping out their needs and pathways.
Combining participants with different skills, ages, needs, functioning levels, disabilities can cause friction among the participants.
More applicable to:
CENTRE BASED
PATHWAYS TO EMPLOYMENT
Commercial in confidence
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MENTAL HEALTH