As we start to think about annual reports, it’s worth reflecting on some of the things that we improved over the last year, for example complaints have been really low with only 3 formal complaints worked through our procedure. Working with often complex clients, our role can sometimes be experienced as challenging for those we work with and their families, so to have such a low number of complaints is a real achievement. Our sickness levels over the last year have reduced from previous years with our outreach team in particular achieving a really low absence rate, and many staff having no absence all year. Accidents and incidents are also low and reduced from previous years. Our recent client survey has also showed high levels of satisfaction with the service, with the majority of clients feeling involved, valued and benefiting from the support we offer. There is always room for improvement and we will be looking to see how we can improve on that even further.
This shows, however, that we are getting something right and on the whole our service quality has continued to improve.
We have some big plans over the next year focusing on quality which will see us achieve external accreditation against PQASSO standards, adopt the workplace wellbeing charter which focuses on the health and wellbeing of our staff and volunteers, and become a dementia friendly organisation. With staff from across the organisation leading those developments from the front, I have every faith that we will achieve them.