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Client Survey 2019

Each year, Muscular Dystrophy Queensland (MDQ) asks our clients how we are performing; where we can improve; and what services we might plan for the future.  Thank you to the 65 people who took the opportunity to have a say in 2019!

The 2018 – 2019 year:  91% of the people who responded expressed overall satisfaction with MDQ’s services.  Thank you for this and be reassured that we are always aiming for continual improvement.  2018-2019 has been a tumultuous year with the organisation losing its government funding and having to introduce user pays services to achieve our income.  We appreciate your understanding and patience as we do this big job.

I was surprised that we managed to contact most of our clients in the 2018 – 2019 year.  In the past, we were able to do a ring-around of clients to see how they are going but now we need to rely upon you to contact us when you have a need or a question.  We are still here for you and can respond with information and advice, especially for the people who are not eligible for an NDIS Individual Plan.

Thank you for your support of our free programs too!  We are proud of these and determined to keep these going in some form and we are grateful to our donors for supporting.  You scored us at 90% satisfaction for our initial support – helpline and support at diagnosis – and 96% for our free equipment loan programs.  We are still also available for assistance with preparation of your NDIS Plans and for advocacy related to your NDIS Plan (91% satisfactions with this service).

We are continuing to build our specialised allied health services and you told us that we have made a good start (71 – 89% satisfaction).  Thank you for being so patient with the glitches we have experienced and with dealing with the NDIA’s extraordinarily complex processes and the fact that they are also developing a system that is as big as Medicare.

Even though people expressed satisfaction with MDQ’s communications – website, Facebook and Client Updates – we know that we need to communicate better.  We don’t have dedicated communications staff so we do what we can.

Future service suggestions.  There was overwhelming support for continued development of our allied health services in Brisbane (80% of respondents) and commencement of a regional service (40% of respondents).  We are also committed to this future expansion.  Someone suggested introducing Speech Pathology and we would love to do this in the future.

People were also interested in services that result in improved living arrangements.  A number one priority is to build our expertise in this area so we can guide you into independent housing under the NDIS.  Exercise and leisure programs are also a high priority as well as finding and keeping a job.  We agree!

You told us that some staff are not good at returning calls and I undertake to do better at that in 2019-2020.  There were some other suggestions which I have noted and will continue to improve.

I have written a report about the survey which the board will use this to guide decisions.  The staff have also read it and will work to improve their service to you.  We now also have surveys from 2017, 2018 and 2019 and we use these to track our improvement over time.

You are most welcome to provide feedback at any time as well, through our website or by calling or emailing feedback@mdqld.org.au

Thank you so much for your responses!