Listening to the views of the people who matter – the people we support and their families, our tenants and our staff – underpins everything we do.
We use the feedback we receive to shape and develop how we deliver support, sharing examples of best practice and ensuring practice leadership in our sector.
Involving the people we support
The voice of the people we support is expressed locally, through Everybody Counts groups and, nationally, through the Dimensions Council.
The Dimensions Council is made up of locally elected, regional representatives from the people we support, along with two tenant representatives. Their elected co-chair works with a co-opted Board member to manage meetings and share feedback.
Everybody supported by Dimensions can attend their local Everybody Counts group. Here, the people we support meet to raise issues important to them. Whether local, national or organisational, all issues raised are discussed and addressed with staff.
Both groups influence the organisation’s decisions, policies and priorities, sharing themes and concerns at Board level.
To see what they’ve been up to this past year you can read the Dimensions Council Annual Report 2017.
Working Together for Change
We gather feedback from all our stakeholders in a number of ways:
- continually and informally through meetings, staff appraisals and service visits
- person-centred reviews
- National Family and Friends Forum
- our Everybody Counts groups
- the Dimensions Council
- annual surveys of the people we support
- family and friends surveys.
Themes and issues from these channels are fed back to the executive team and Board. All of these processes come together to form our continuous ‘Working Together for Change’ programme.
Listening and Learning Report
This year we changed how we survey the people we support. We used to conduct the annual Customer Satisfaction Survey which has been replaced by an annual Listening and Learning report.
Listening to the views of the people who matter – the people we support and their families, our tenants, our colleagues and our commissioners – is important to us. We strive to be an organisation that reflects and responds to the diverse range of communities in which we work.
We take action as a result to plan for the future, improve how we work and make continuous improvements in everything we do.
It is also important to us to be transparent about the feedback we receive. This document briefly summarises findings from our most recent surveys and indicates some of the actions we’re taking as a result.
See the results in our Dimensions Listening and learning report 2015-16.