Page 45 - MDS final deliverable

4. CUSTOMER SERVICE AND FEEDBACK
At MDS you are not just a number. Participants and families are overwhelmingly satisfied with MDS and feel that they are always on their side, cheering them on. 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. The staff has made a real difference in the lives of the participant and MDS needs to both sustain and reinforce this insight with their customers.
14. EMBODY AND EMBRACE GREAT CUSTOMER SERVICE
MDS need to recognise and reward their staff, just as proposed doing with the participants. There is an opportunity to put in place the right processes and policies to help MDS staff (existing and new) embody and embrace this daily and naturally. This will ensure best practice across the organization and ensure a consistent and meaningful customer experience.
15. ASK FOR FEEDBACK FROM FAMILIES MORE FREQUENTLY
Families sometimes feel like they aren’t involved in their family member’s care enough. They want to be kept in the loop and want the opportunity to provide feedback. MDS can create a forum where they ask for feedback from families more frequently and on an ongoing basis. This can be collected in a number of ways, including online surveys and face-to-face in consultations. MDS staff need to take a more active role in listening to compliments, concerns and complaints and encourage their customers to ‘ask for help’ if they need it. The feedback can be used to improve MDS' offerings and service. Family members with higher satisfaction are then more likely to refer MDS’ service on.
16. CREATE A CUSTOMER HAPPINESS ROLE
Many families engage with MDS as a result of referrals by family, friends and trusted authorities in the community. There is an opportunity for MDS to grow its pipeline via increased referrals if it increases its customer satisfaction. Reframe or add a role called ‘customer happiness’ which focuses on the customer experience of participants and their families. This will lead to increases in customer satisfaction, increasing the referrals of MDS.
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