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Drawing on consumer experiences to deliver practical outcomes
Understanding the needs and experiences of the individuals we support is essential in developing mental wellbeing services that achieve meaningful outcomes.
Whether they're engaging in one-on-one support, recovery coaching, support coordination, joining a group program, or moving into supported accommodation, each quarter we invite our consumers to tell us about their experience in a formal survey.
Chief Operating Officer, Aaron Farrell said that regular Your Experience of Service (YES) consumer surveys helped selectability to ensure that everyone received the high-quality, tailored service they deserved.
“The survey results give great insight into what our consumers want to see more of and what we could be doing better,” said Aaron.
“Incorporating perspectives and experiences from a diverse range of consumers creates a sense of ownership.
‘When our consumers feel heard and valued they are more likely to engage in our programs, leading to better recovery outcomes.
"There's heaps of written info and everyone was helpful to provide as much help locating and services and information. The support workers are fantastic and the group activities I attended were interactive and fun"
- selectability consumer response, December 2024 YES survey
“We are proud to say that in our last YES survey 90 per cent of respondents said they would recommend selectability to others.”
Often bringing unique insights and innovative ideas, consumers can draw on their lived experience to highlight service gaps and develop creative solutions to address these.
"For example, those in group activities have suggested better community access activities and transport services, in places like Townsville and Mackay we have delivered new vans for clubhouse members.
"It would be better if we could go out into the community more, maybe start a BBQ men's group."
- selectability consumer response, August 2024 YES survey
"We have also been able to provide better access to high quality services in Rockhampton, with the recent opening of our new Mental Health Hub.
“These types of initiatives are made possible through creating open feedback channels with our consumers, like the YES survey.”
“While formal surveys are a great way of capturing information - I always remind consumers that they don’t need to wait to provide feedback – we have many platforms available at all time to ensure their voices are heard.
“There are plenty of other ideas that have come through the surveys and other channels which we are looking to work on in the coming months.”
The YES survey questionnaire was developed with mental health consumers. It is based on the Recovery Principles of the Australian National Standards for Mental Health Services. It aims to help mental health services and consumers to work together to build better services.
selectability uses the short version for community managed organisations, which are structured round the following 5 domains:
- Making a difference
- Providing information and support
- Valuing individuality
- Supporting active participation
- Showing respect
The next selectability YES survey next week, starting 24 February.
Find out about our programs and services get in touch with the team today
USEFUL LINKS
selectability acknowledges the Traditional Owners of the land on which we provide services and pay our respects to Elders past, present and emerging. We acknowledge those with lived experience and those who support and partner with us to improve mental wellbeing and prevent suicide across regional Queensland.
