Procedure for gathering Feedback in ALONE [Draft June 2014]

Definition
Feedback is information about reactions to a product, service or a person's performance of a task which is used as
a basis for improvement. Organisations which operate as feedback machines gain a lot of understanding what
customers/clients are satisfied with and what they would improve, make improvements to their operations
quickly and efficiently.

Quantitative Feedback: is based on numbers, and can be used to develop detailed statistical data and a measure of
how many people think, feel or behave in a certain way, e.g. surveys.
Qualitative Feedback: is non-numerical and based on verbal feedback and an in-depth exploration of what people
think, e.g. questionnaires.
The combination of quantitative and qualitative feedback can be very powerful.
Purpose
Feedback is paramount when determining a person's needs and requirements, particularly when an organisation
introduces new products, services or changes. Feedback also allows organisations to better understand how
customers/clients rate their products/services and is used as quality control.
Feedback can also be used in staff and volunteer supervision and meetings where it can be used as a
communication, developmental and motivational tool.

Procedure
Feedback from Services: (Ref: Service User Participation Procedure SU001)
















Client Type Feedback Mechanism Frequency Who
-Residents Handbook-Feedback
Form & Complaints Form
-Community Meetings-
Questionnaire
-Annual Feedback Form (TBD) anon.
-Feedback

On Move-in

2/year
Yearly
6 months
after move-
in
S&R Team

S&R Team
S&R Team


Comment Card - posted
(anonymous)

When
disengaging
at discretion
of Care
Manager

S&R Team

Befriending Check-in Calls



2/year

S&R Team
Event/Meeting/Talks
Type
Feedback Mechanism Frequency Who
Residents
Befriended
Community Response












[Note: For events, to include Transport, Food, Welcome and Greeting, Entertainment etc.]











Collation, Storage and Use of
Feedback
If there is any feedback which is significant such as positive quotes/stories, please let the Communications
Coordinator know immediately.
All feedback will be stored in G: 2 in the Feedback folder under Quality in the various categories: Client Type,
Event Type and Team Member Type.
This can be evaluated and will be communicated at quarterly quality meetings.
Use of Feedback to Improve Quality
Feedback reports should be brought to team meetings for review and evaluation and to improve overall
quality and standards.
Feedback Survey Cards


3/year Project
Team
Comment Cards


6/year Project
Team
Comment Cards

Every quarter Project
Team
Questionnaires sent by
post


Yearly Project
Team
Questionnaire

2/year Interns/Case
Workers

Questionnaire


Post-talk

FR Team
Team Member Type Feedback Mechanism Frequency Who
-Annual Update Form
-Visit Check-Ins
-Smartphone/Online:
Survey Monkey/QT
Comments
-Corporate Volunteers-
verbal
-Volunteer Meetings
-Peer Support Sessions
Yearly
2/year
As required
Post-event
Post-event
6/year
2/year
HR
Mentors
HR

FR/Camp. Team
ALL Team
Mentors
-Supervision
-360 Feedback Form
-Staff Meeting
-Department Meetings
-Evaluation
-Exit Interview
Quarterly
Yearly
Every 5 weeks
Every 5 weeks
On departure
On departure
Line Manager
Staff
Staff
ALL
HR
HR
Support & Supervision

Evaluation

Exit Interview
As per Mentoring
Policy
On departure

On departure
Internal Mentor

HR

HR
Large Events
Small Events
Cinema Club
Holiday

Volunteers

Staff
Interns
Welcome Meeting
Schools Talks