Monitoring and reviewing experiences and perceptions of customers in the Vocational Rehabilitation Centre

Transcription

1 Monitoring and reviewing experiences and perceptions of customers in the Vocational Rehabilitation Centre Jurij Švajger Institute for Rehabilitation Republic of Slovenia Nijmegen,

2 Customer focus The Concept Excellence is creating sustainable customer value How the concept is put into practice Excellent organisations monitor and review the experiences and perceptions of their customers and where things go wrong they respond quickly and effectively. They build and maintain excellent relationships with all their customers.

3 Institute for Rehabilitation and VRC values

4 VRC customers (Stakeholders) Referral agencies Owners (state) Clients (customers) Employers Relatives carers Payers

5 Some key questions How to monitor & review the experiences and perceptions (which methods to use on which level) In which way to influence the experiences and perceptions of clients (to inform, to empower, to develop) How to respond and what are the results of the responds Adapting the IRP Informing the groups Developing the programmes

6 Structure of monitoring and reviewing customer experiences in Vocational Rehabilitation Centre (VRC)

7 VR process Phases of VR process Outcomes of VR process Initial assessment Centre based training Employer based training Employment / Social inclusion Monitoring clients experiences and perceptions over all VR phases

8 Individual level of monitoring and reviewing clients experiences and preceptions Initial Centre based Employer based Employment/ assessment training training Social inclusion Methods: Methods: Methods: Methods: Entry interview IRP preparing Entry interview IRP review Entry interview IRP review 1 3 monthly feedback and follow up Self assessment Self assessment Self assessment Daily feedback Daily feedback Weekly feedback Vrij Baan Questionnaire Vrij Baan Questionnaire Vrij Baan Questionnaire 8

9 Individual level of monitoring and reviewing clients experiences and perceptions Self assessment questionnaire

10 Individual level of monitoring and reviewing clients experiences and perceptions Result of reviewing: Providing additional information to the client Changing the IRP Empowering the client

11 Group level of monitoring and reviewing clients experiences and perceptions Initial Centre based employer based Employment/ assessment training training Social inclusion Methods: Methods: Methods: Daily and weekly Assessment of group dynamics (evaluation at the team meeting) Daily and weekly Assessment of group dynamics Weekly achievement assessment (evaluation at the team meeting) Weekly follow up groups The New Way Club Monthly Exchange of experiences, perceptions of employed and unemployed former clients (after conclusion, optional no formal referral)

12 Group level of influencing and responding to clients experiences and perceptions In which way to influence Informing Training Enabling Intervention in the environment How to respond and what are the results of the responds providing additional information organizing tailor made activities (e.g. trainings, exercises, lectures, visits, projects based on group s initiative) enabling /encouraging realization of proposed group projects (e.g. the New Way Journal) applying/ creating Vrij Baan exercises 12

13 Programme level of monitoring and reviewing clients experiences and perceptions Initial Centre based employer based Employment assessment training training Social inclusion Methods: Review and evaluation of customers experience and satisfaction questionnaires /// Result of respond: changing developing of the programme

14 Programme level of monitoring and reviewing clients experiences and perceptions Questionnaire

15 Results of experience questionnaire Maximal grade = 6 Minimal target grade = 4,8 (80% of max grade = 4,8)

16 Results of experience questionnaire Results of customer experience Questionnarie

17 Respond to the results of the questionnaire Respond to the Questionnaire results at the end of 2007: Development of information flyer Providing more entry information at the initial interview Introducing an empowerment approach in the VRC(training professionals in Vrij Baan method, establishing an empowering environment (Request) 17

18 Conclusion Key steps of monitoring and reviewing experiences and customers prceptions : Monitoring and reviewing customer experiences and perceptions Identifying client expectations Fulfillment client requirements and expectations Process improvement at all levels