Page 48 - MDS final deliverable

7. INTERNAL ORGANISATIONAL INITIATIVES
24. REDUCE THE USE OF COLOUR PRINTING AND SINGLE SIDED PAPER
It has been observed that a lot of paper and colour printing is being used at MDS. A simple way to save money would be to monitor the use of printing as well as setting up a recycling program to re-use single sided paper.
25. ENSURE OUT OF POCKET CARE SPEND REFUNDED
Some MDS staff spend their own money to provide participants with ‘real-life’ experiences such as travel and coffee and are not compensated by MDS. Staff are also limited to provide something ‘different’ when organising new activities for participants, as this is constrained by the funding. MDS can put a policy in place to ensure staff members are not ‘out of pocket’ when going the extra mile to provide a delightful customer experience for the participants.
26. EMPLOY TRAINED AND KNOWLEDGEABLE STAFF
Whilst the demeanor of staff is generally friendly and caring, family members have expressed at times their concern that staff may not possess sufficient 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. MDS can ensure all staff members who are dealing with vulnerable participants are trained in basic equipment handling and are encouraged to keep a record of all wheelchair instructions handy.
27. HOLD MEANINGFUL STAFF CONVERSATIONS
Combining participants with different skills, ages, needs, functioning levels, disabilities can cause friction and dis-satisfaction among participants. A possible reason for this dissatisfaction could be the result of merging of two centres. MDS has an opportunity to improve the program experience by having open conversations with participants before they start a program and mapping out their needs and pathways to ensure this does not happen in the future.
Commercial in confidence
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