National SAAP Client Satisfaction Survey
4.8 Suggestions for service improvement
- All clients were asked if they could suggest any areas for improvement to the service provided by the SAAP agency. In total, 29% of all clients made a suggestion for improvement (see Table 35). Full verbatim commentary is shown at Appendix D.
- The most common suggestion, mentioned by 10% of all clients (34% of those with an opinion) is related to the housing or accommodation. Most commonly, these include comments about facilities, maintenance and furniture.
- 'A few more lockers, a bit more space.'
- 'Can provide more appliances, more and better houses.'
- 'Change the old furniture for new, update the facilities - because they are too old.' 'Probably getting a pool and doing up the garden a bit.'
- 'Tidy the place up a bit.'
- 'Could have fixed my broken gate sooner.'
- The second most common suggestion relates to staff, mentioned by 8% of all clients (28% of those with an opinion). Most commonly, these include comments about staff manner and sensitivity and staff availability.
- 'Be a little more understanding of my situation. Be there for me to talk to. Try to be nicer. They shouldn't joke about my situation.'
- 'Can be more understanding of my children's needs as two of them have learning disabilities and speech impediments.'
- 'There is nowhere else for me to go, they make no allowances for my problems.' 'The amount of time they can spend with us and on counselling could be improved.'
- 'Could spend more time with me, help me out whenever I need it.'
- The third most common suggestion relates to support and advocacy, mentioned by 5% of all clients (18% of those with an opinion). This includes requests for services such as counselling, accommodation advice/assistance, healthcare and referrals.
- A similar proportion (5%, or 18% of those with an opinion) make suggestions relating to policy within the agency. This includes concerns about waiting times for services, including housing, and policy relating to opening hours (generally seen as to short) and curfews (generally seen as too early).
- A very small proportion (3%, or 9% of those with an opinion) make suggestions relating to basic services, such as improvements/enhancements to the food, transport and recreation activities.
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| % mentioning | % (n=999) |
|---|---|
| Housing / accommodation (net) | 10 |
| Facilities | 2 |
| Maintenance | 2 |
| Furniture | 2 |
| Equipment | 1 |
| Space / privacy | 1 |
| Cleanliness | 1 |
| Security | 1 |
| Pest control | 1 |
| Location | <1 |
| Cooling / heating | <1 |
| Safety features | <1 |
| Other housing / accommodation | <1 |
| Staff (net) | 8 |
| Sensitivity | 2 |
| Availability | 2 |
| Professionalism / efficiency | 1 |
| Approachability | 1 |
| Fairness | 1 |
| Communication / listening skills | 1 |
| Staff levels | 1 |
| Skills /knowledge | <1 |
| Other staff issues | 1 |
| Support and advocacy (net) | 5 |
| Counselling services | 2 |
| Accommodation advice / assistance | 1 |
| General information | 1 |
| Healthcare (including mental health) | 1 |
| Referrals to other services | 1 |
| Financial management / budgeting advice | <1 |
| Childcare / child services | <1 |
| Follow-up care | <1 |
| Multicultural services / translation | <1 |
| Drug / alcohol counselling | <1 |
| Migration | <1 |
| Other support and advocacy | <1 |
| Agency policy (net) | 5 |
| Waiting period | 2 |
| Hours of opening | 1 |
| Curfews | 1 |
| Continuity | <1 |
| Visitors | <1 |
| Discipline | <1 |
| Other policy issues | <1 |
| Basic services (net) | 3 |
| Food / meals | 2 |
| Activities / recreation | 1 |
| Transport | <1 |
| Financial assistance / material aid | <1 |
| Agency funding (net) | 1 |
| Other | 2 |
Q12: Thinking of this stay, what things could <INSERT NAME OF AGENCY> have done better?
Base: All respondents (n = 999)
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Demographic Differences
Housing
- Housing and accommodation issues are of most concern to clients under 20 years and those arriving with a partner.
Staff
- Men are more likely to made suggestions about agency staff than are women.
Support and advocacy
- Residents aged 20 to 44 are most concerned about receiving support and advocacy services, as are single parents.
Agency policy
- Agency policy is of most concern to women, clients under 20 years, and those arriving with a partner.
Basic services
- Basic services are of most concern to men, clients arriving alone, and those residing in Western Australia.
Agency funding
- Agency funding is of most concern to single parents.
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