Office of the Health Services Commissioner Annual Report 2008

Customer Feedback
Evaluation Survey
At the conclusion of a complaint the
OHSC sends with the closure letter an
evaluation survey form to complainants
and providers. The information returned
provides the OHSC with indicators on
how we are performing and often
contains useful suggestions for further
improvement, and where follow up action
may be required. This year for the first time
the evaluation survey has also been sent to
complainants and providers at the
completion of the conciliation process.
The form lists six questions:
1. OHSC staff were helpful in explaining the complaints process
2. I was able to speak to OHSC staff when I needed to
3. OHSC staff returned my calls within 24 hours
4. I felt OHSC staff listened to what I had to say
5. I was satisfied with the way the complaint was handled
6. I was satisfied with the outcome of the complaint
Respondents are asked whether they strongly agreed, agreed, disagreed or strongly
disagreed with the question.
Complainants
Over eighty per cent of complainants, both
in Assessment and Conciliation, who replied
to the survey agreed the staff were helpful,
they were accessible and they listened
to them and their calls were returned
within 24 hours. Seventy five percent were
pleased with the way their complaint was
handled and 58% were satisfied with the
outcome of the complaint. Of the 191
evaluations received 70 (37%) disagreed or
disagreed strongly with the outcome of
their complaint.
70
60
50
40
30
Legend
Missing
Disagree strongly
Disagree
Agree
Agree strongly
Conciliation Assessment Conciliation Assessment Conciliation Assessment Conciliation Assessment Conciliation Assessment Conciliation Assessment
Outcome
Handled Listen Calls Access Helpful
20
10
0
Response Total Assessment = 120 from 918 (13% return)
Response Total Conciliation = 71 from 220 (32% return)
Figure 21
Complaint’s Evaluations
40
Office of the Health Services Commissioner | Annual Report 2008