The Good, The Bad and The Ugly

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The Good, The Bad and The Ugly

• Richard Thomas, Agency Manager,
• Care Repair Cardiff
• Julia Peek, Casework Coordinator,
• Care Repair Cardiff

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Introduction

• This workshop will look at experiences of good,
  bad and ugly feedback in Care Repair
  Cardiff and lessons that have been learned from
  listening to clients and others that have helped
  to improve service delivery across the Agency

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CONTENT

• Why should we listen?
• Who should we listen to?
• How should we listen?
• What should we do after listening?
• The Good, the Bad and the Ugly

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Why should we listen?

• Everything has been said before, but since
  nobody listens we have to keep going back and
  beginning all over again
• Andre Gide

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Why should we listen?

• If Id asked people what they wanted, they would
  have asked for a better horse

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Why should we listen?

• BUT . . .
• Any colour, as long as it is black

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Why should we listen?

• Listening enables us to provide clients with
  services they tell us they want
• Listening enables us to respond to changing
  customer attitudes
• Listening enables us to continually improve and
  tailor our services

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Who should we listen to?

• It is a stupid goose who listens to the fox
  preach
• French Proverb

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Who should we listen to?

• Clients
• Staff
• Partners
• Relevant organisations

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Who should we listen to?

• BUT . . .
• One voice or many?
• Self interest or common good?
• Conflicting views

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How should we listen?

• Nature gave us two ears and one tongue so that
  we can listen twice as much as we speak
• Epictetus

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How should we listen?
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How should we listen?

• Tesco also use
• Customer question time sessions
• Customer comments cards
• Customer service helpline
• Qualitative research techniques such as focus
  groups, accompanied shops or home visits

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How should we listen?

• As well as use
• Quantitative techniques such as on-street,
  telephone or on-line questionnaires
• On-going research trackers asking the same key
  questions regularly
• Use of multiple sources of information to look
  at many aspects of consumer lifestyles

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How should we listen?

• Service referrals
• Home visits
• Telephone and other communications
• Complaints and Compliments
• Satisfaction surveys
• Referrer feedback
• Meetings and other forums

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How should we listen?

• BUT . . .
• Systematic or ad hoc?
• What we don't hear

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What should we do after listening?

• I know that you believe that you understand what
  you think I said, but Im not sure that you
  realise that what you heard is not what I meant
• Robert McCloskey

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What should we do after listening?

• New Coke or no Coke
• But . . .
• Old Coke for New

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What should we do after listening?

Why in July?
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What should we do after listening?

• Record information
• Clarify what is being said
• Act where relevant and possible
• Build the things being said into strategic
  business planning process
• Provide feedback

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What should we do after listening?

• BUT . . .
• Imperfect analysis
• Restrictions in ability to change
• Shifting with every breeze

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The Good
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The Good

• The OT RRAP
• What the Caseworker did

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The Bad
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The Bad

• To shower or not to shower, that is the
  question

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and The Ugly
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The Ugly

• The rise and fall of the Odd Job

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Conclusions

• Listening is a lot easier said than done
• Reflect on listening practices
• Make listening a constant process
• Utilise all types of feedback (good, bad and
  ugly) to drive forward service delivery