2 minute read
Mental health support
Creating an exceptional client experience
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Listening and learning
Our person-centred approach reflects an understanding that every client has unique healthcare needs. We plan and deliver services around the client’s requirements rather than the needs of the service. This involves:
> discussing the client’s needs and confirming what support they are seeking > planning treatment and support goals together > regularly checking in and discussing if changes are required
Our survey strategy
Asking for feedback at every step of the client journey helps us improve services and boost satisfaction. In 2021, our survey strategy was to ask the right questions at the right time to uncover client insights across the entire DPV Health experience. The window into the clients’ world helps us improve services and outcomes for the community.
Acting on feedback
In 2020-21 we responded to 212 pieces of client feedback. Across 16 locations and 28 service areas, feedback was made up of: Client Experience Survey
At DPV Health it’s our mission to deliver Your Healthcare, Your Way.
We’re always seeking ways to improve our services to better meet your needs and would love to hear about your experience with DPV Health over the last 6 months.
The survey will only take 5 minutes and your response will remain confidential. As a thank you for completing the survey you can go into the draw to win 1 of 10 $50 Woolworths vouchers.
We look forward to hearing about your experiences with DPV Health!
Our privacy policy can be viewed here: https://bit.ly/DPVprivacy
Overall Experience Evaluation
In this section we’d like to hear about your overall experience of the care you’ve received through DPV Health over the last 6 months.
1
How would you rate your overall experience with DPV Health services over the last 6 months?
0 1 2 3 4 5 6 7 8 9 10
Very dissatisfied Very satisfied
2
How likely are you to recommend DPV Health services to a friend and/or family?
0 1 2 3 4 5 6 7
Not at all likely 8 9 10
Extremely likely
3
Is there anything you’d like to add? (optional)
4
DPV Health Services
How many DPV Health services have you accessed over the last 6 months?
1 2 3 or more Not sure
Page 1 of 4 I do not understand the question
57%
Compliments — led by dental, social support and support coordination
36%
Complaints
7%
Suggestions The dentist and the nurse were amazing. I’m scared of dentists, especially the needles. The DPV Health dentist was very supportive and made me feel really calm. This made my experience much more positive and less nervous for my next appointment. Thank you.”
