Nove mber 2012 bentley park resident newsletter
Across My Desk CEO’s Report October has concluded, and I would have to say that this has been one of the busiest months that we have had for quite some time. There seems to be an extraordinary amount of positive things happening at both Bentley Park and Australind Rise, and in this month’s Tidings I will attempt to provide a snap-shot of the major highlights. For starters let’s take a look at the outcomes from the recently completed Independent Residents Quality of Service evaluation survey. Every day of the year, SwanCare Group employees attend work with the express aim of hoping to make a genuine and sincere difference to the people whom we look after … our residents. We think we do a pretty good job, and I know that our staff are genuinely trying to do their best for our residents at every opportunity. But, how do we actually know that we are doing a good job. One of the best and effective ways of finding out this answer, is to actually ask you, and during October this is exactly what we did. We had a marvellous response to this survey with over 55% of residents responding, which for a voluntary survey is fantastic, and certainly ensures in our mind that the answers we received are reflective of the entire resident population. We asked 6 main categories of questions focusing on the following key areas :1. The quality of our Administration services that we provide to you. 2. How we handle your complaints and general issues.
Security Number If the Resident Support Services number is unavailable residents are reminded the mobile contact number for Security is:
0413 388 650
3. The Health and Support services that we provide in the village. 4. The Recreation and Lifestyle services and amenities available to you. 5. The quality of our general services such as Security, Transport, Maintenance and Gardening. 6. Your feedback on the building developments and the changes that are happening on our Bentley Park site. We also took the opportunity to ask you an open ended question about the kind of new and improved services and facilities that you would like to see introduced into your village. This provided some very interesting responses, and this data will be used by the Board and Management as key input into our future Strategic Planning and Development. Obviously a lot of what was asked for will cost substantial money and with everything it is about balance and establishing the best use and value for our money. A full list of the Top 10 wish list items is provided below.
The Bentley Park TOP 10 most wanted …… 1. Heated swimming pool and/or spa/hydro pool (1). 2. Cafe / Bistro / Club facilities*. 3. Centralised amenities.* 4. Improved parking for cars, residents and visitors (3). 5. More resident support staff (5). 6. More security.* 7. Indoor Gym (9). 8. Chapel or dedicated quiet space in the village (4). 9. Improvements to the signage.* 10. Improved medical facility and amenities*. *Denotes a New Entry into this year’s Top 10. Brackets show ranking last year.
Bentley Park Social Club Melbourne Cup Luncheon - 6th November
Overall, the survey has brought to light some very positive results, highlighting areas of strength, as well as helping identify areas where we can improve. I was particularly proud to note that in all six categories we achieved a majority response that indicated our quality of service was either “outstanding” or “very good”. To extract just one highlight, 98% of residents believed that the quality of our Administrative support to you was exceptional. This is very positive feedback, and I know that the staff were very pleased with this result, and makes them proud to know that their hard work is appreciated by our residents. The graphs below provide a summary of the responses received. How do you rate our Administration Services?
Outstanding
34%
Very Good
58%
Average
6%
Poor
1%
Very Poor
1%
How do you rate the way we handle Resident Complaints?
Outstanding
22%
Very Good
58%
Average
15%
Poor
4%
Very Poor
1%
Continued Page 2
Inside this issue > CEO’s Report - pg 1-3 Bentley Park News - pg 4 VRAC News - pg 5 What’s On Calendar - pg 6 & 7 Club News - pg10 & 11