Focus groups enhance consumer choice
‘It seems simple, but it is incredibly important to listen to people and ask what is important to them,’ says Resthaven Executive Manager Residential Services, Tina Cooper.
‘Resthaven engages consumers regularly, in a range of different ways, including focus groups, topic specific consultations, and in general meetings. These are all designed to support consumers to speak with Resthaven about services.’
‘Focus groups are held annually at all Resthaven residential homes, and are a great opportunity for residents and families to share their opinions and ideas with us.’
‘All Resthaven residents and families are welcome and encouraged to attend the groups, which are facilitated each November by Manager Quality Systems, Jasmina Borsic.’
‘All comments and suggestions raised are collated by the Resthaven Quality team, who send a detailed report to each respective site Manager for action.’
‘The outcomes and actions taken from each group are published on the site notice boards, and in the quarterly site newsletters.’
‘Other ways in which residents and families can pass along their suggestions and comments include the ‘We’d Like to Hear From You’ feedback brochures available at all Resthaven reception areas and online, quarterly housekeeping, menu and lifestyle surveys, or by just having a chat with the Manager.’
Older people living independently in the community also work together with Resthaven to shape services to meet the needs of the consumer, participating in regular focus groups and engagement opportunities, such as the Community Advisory Committees that meet throughout the year.
Executive Manager Community Services, Sue McKechnie, says, ‘The Community Advisory Committees are a great way to gain feedback from our customers and stakeholders about what we’re doing well, and what we could do even better.’
‘We are always looking to continually improve our services, and encourage all feedback.’
‘The Community Advisory Committees are also a ‘go-to’ when we are floating new ideas or services – we go straight to the customer to ask what they want and need. They help us to ‘co-design’ new options.’
CEO, Richard Hearn, says, ‘It is important to have open communication, provide feedback to our customers and seek their input.’
‘Our focus is to ensure that the consumer is at the centre of all that we do.’