Issued: 16 July 2008
Social Work And Health Customers Prove Positive About Their Service
Angus Council Social Work and Health’s first customer satisfaction survey - carried out earlier this year - has shown positive results.
Social Work and Health recognises that the customer is at the centre of the planning, management and delivery of its services. This commitment to the involvement of people who receive services and carers in the continuous improvement of services led to the introduction of a departmental wide customer satisfaction survey.
The first survey took place during the first half of 2008 using a questionnaire specifically designed to reflect the key commitments contained within the department’s customer care charter; and gather feedback on whether the department was delivering on these commitments.
The overall response to this first customer satisfaction survey has been very positive. The number of completed questionnaires returned totalled 2,841 which equal 39.5% of the 7,200 sent out. Overall levels of satisfaction with the services provided were "very satisfied" 52.8% and "satisfied" 35.1%, giving a total of 87.8% service user satisfaction from returns received.
There are also consistent levels of satisfaction across all service areas regarding response times, information given, communication and how service users perceive they are being treated. In addition 2,353 people - 82.8% of those who responded - believe that the service they receive meets their needs.
Alison Andrews, Convener of Social Work and Health said:
“We are very pleased with the number of responses received and the level of service user satisfaction. Our challenges for the future will be to address any areas of dissatisfaction felt by our service users and of equal importance, work to involve and engage with the service users who did not respond this time.”