Actions are louder than words
We’ve been working hard over the past year alongside our Client Advisory and Co-design Committee to identify key areas for improvement. We are also keen to hear the views of as many Clients and carers across Western Australia as possible. That’s why we recently conducted a survey which reached more than 400 people. You may have completed the survey, and we thank you if you were one of the people who gave us valuable
feedback.
It’s important that we don’t just ask for your feedback once a year, so we are committed to finding new and more regular ways to stay connected with you. It’s also important that when any organisation receives feedback, that the information gets shared, and more importantly – acted upon.
So what were your big areas of feedback?
Firstly, you are telling us that we need to get much better at communicating with you. That means timely, accurate and warm communications. That could be anything from an email, a letter, or our website. Your Client Advisory and Co-Design Committee agrees with you and has identified better communications as a key area for change. We believe we will have many improvements to update you on throughout the year and in this Bulletin issue. A huge milestone for MSWA is the launch of our new and improved website which aims to be much more user-friendly, informative, and more regularly updated. We would love to hear what you think of the improvements.
Overall, most Clients are telling us that they are satisfied or extremely satisfied (76%) with the support they receive, and that maintaining wellbeing and independence are their top priorities. The survey reinforces that our committed and supportive staff are a key strength in delivering the best possible care for you. Many Clients also tell us they would love to connect more with like-minded people, and we plan to create some exciting new projects as a result.
While celebrating the positives we must also be aware that some Clients (13%) are not satisfied with our services, and that on some occasions we do not meet your expectations. We must work harder to understand these issues. Practical feedback included issues such as billing problems or consistency of staffing. We acknowledge these can be very frustrating areas of your experience.
Other areas for improvement include the need for MSWA to share much more information about the research we invest in. We believe this is something we can do over the next year and have committed to translating much more of the amazing medical research that leads the world in finding cures and ways to improve quality of life.
NDIS Royal Commission Response
Continuing the theme of co-design and community consultation, at the end of July, our State and Federal Governments responded to the Royal Commission's recommendations on Violence, Abuse, Neglect and Exploitation of People with Disability (Disability Royal Commission), which were handed down in a Final Report in September 2023.
The Final Report had a huge 222 recommendations for change, of which 132 were applicable to Western Australia. The Federal Government has accepted in full 13 and in principle 117 of the 172 recommendations it has primary or shared responsibility for. Meanwhile the Western Australian Government accepted five recommendations in full, 94 in principle, one in part and will further consider the remaining 32. These recommendations aim for better legal protection, safer services, greater accessibility and inclusion, and a more empowering environment for people with disabilities.
MSWA acknowledges the courage of all individuals, carers, and families who shared their lived experiences with the Royal Commission. We look forward to working with the Government and the sector in making the recommended changes.
At MSWA, we understand the importance of placing the community's priorities at center of any decision making. We value the voices, opinions, and perspectives of our neurological community. We support the response of the State Government and the need for further consultation and co-design with the community to deliver better outcomes and protect against unintended consequences in areas that require further consideration.
