Page 23 - MDS final deliverable

CUSTOMER PAIN: INSIGHT SEVEN
SOUTH SIDE
Customers expect MDS to be a “complete package” however the quality of programs appear to be inconsistent from their perspective. There are pockets of dissatisfaction with MDS.
There was a clear difference between the customer satisfaction of Centre-based program versus Pathways to Employment. Families acknowledge that MDS staff are supportive however they struggle with the difference between the expectation and reality of the Pathways program. Families have complained that they didn’t receive adequate communication to know what was going on or whom they need to talk to regarding the program.
Whilst the demeanour of staff is generally friendly and caring, family members have expressed at times their concern that staff may not possess sufficiently deep technical knowledge e.g. around the participant’s equipment or wheelchair. There is an expectation that staff should have adequate knowledge to handle the participants’ needs holistically. In addition, participants often do not feel at ease with the staff and feel that the staff does not understand them and their pains.
POSSIBLE IDEAS AND CONSIDERATIONS WHEN DEVELOPING SOLUTIONS
• Regular meet ups with parents: Parents can share their opinions in a closed forum and any pain points can be addressed from the onset.
• Transport solutions: There is an opportunity to provide transportation services and the pooling of resources to service the majority of MDS participants where possible, especially for the ones whom use taxi vouchers.
• Keep a record of wheelchair instructions. • Provide baby sitting services.
There is an opportunity to address the prickly ‘south side’ of things to ensure a positive, seamless and holistic customer experience.
More applicable to:
CENTRE BASED
PATHWAYS TO EMPLOYMENT
Commercial in confidence
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MENTAL HEALTH