Twice a year, we formally check-in with our clients and request their feedback through a short survey. The feedback provided through this helps us understand how satisfied clients are with our services and helps us focus on areas where we can improve. We hope you will take the time to share your thoughts. Last week, surveys were sent to all active clients. If you did not receive the survey, please contact info@nucleusonline.ca.
This survey has eleven (11) questions and should take less than five minutes to complete. All responses are completely anonymous and are kept confidential.
We're so proud of the quality improvement work we've been doing at Nucleus to improve the experience for our clients and their caregivers. The latest results from March 2023 were a significant improvement from years prior. Here are some of the highlights:
- 94% of clients reported to 'usually' or 'always' feeling safe when receiving care from Nucleus
- 90% of clients felt they are 'usually' or 'always' treated with courtesy and respect
- there was a significant improvement in how often clients reported receiving service from the same employee (20% responded 'always' in 2022/23 vs. 7% in 2020/21)
- 83% of clients rated their services as 'good,' 'very good,' or 'excellent' in 2022/23 compared to 72% in 2019/20
Opportunities for improvement that we are working on include:
- Scheduling and punctuality of our staff: we have a partnership with the University of Ottawa to establish sophisticated scheduling practices through automation and have also launched the 'Focus 4 customer service excellence' with our staff that focuses on core behavioural expectations, such as arriving on time for client visits.
- Equity and diversity: we have launched our staff experience council that is aimed at focusing on equity, diversity and inclusion practices for our organization. We are also establishing client profiles to better understand our regional demographics to better plan and meet the needs of our clients.
We look forward to reviewing our next results in November 2023. If you have any questions, don't hesitate to reach out to your Care Team Lead or e-mail: info@nucleusonline.ca
