CLIENT AND FAMILY ENGAGEMENT:
At Lutheran Disability Services (LDS) we are committed to continuous improvement in our service to you, our clients, families and the circle of support.
Throughout the year LDS will ask you how we are going and for you to give us a score (usually out of 10). We use this information to improve our service and to make sure you are getting everything you need from us here at LDS.
We will also invite you to some community events. At these events there will be the CEO, managers and Board members. You can tell them what you like and don’t like about LDS. We want to hear from you so that we can get better at serving you.
Here are some of the activities we do each year:
Surveys:
Family Forum – held each May we ask clients, families, guardians and the circle of support to meet with us at either Payneham or St Mary’s or Online and we ask you how we are going and you get to ask questions as well. We report the results to you in the Community newsletter.
Client Survey – each year in September, we ask you 3 questions (we have been asking the same questions since 2019) about how we are going and supporting you and you get to leave any comments you like. We report the results to you in the Community newsletter.
Net Promotor Score – your Team Leader, CSM or Senior CSM will ask you once a quarter how is LDS going out of 10. This helps us understand if we are underperforming in an area or team so that we can quickly action any issue, or if all is going well, to say thank you to the team.
Events:
Australia Day Picnic – on Australia Day (January 26) we celebrate as a community and hold a big BBQ. Everyone is invited and Managers and Board Members will attend and ask you how we are going.
City to Bay Fun Run – join us to walk or run 3km (or more!) as a part of our community, to promote health and fitness, encourage individual clients’ goals and achievements, and build connections to the wider community.
International Day of Disability – each year we post about our clients and how you impact positively in our lives every day. You can join in by posting and commenting on our posts and telling us your story.
Client Christmas Party – each year in early December LDS holds a Christmas Party for all clients and their families. It’s a wonderful way to celebrate the Christmas season with our community. Managers and Board members also attend and we love to hear your stories and how LDS is going.
Communication:
E-news – Every month LDS sends out a monthly newsletter via email. This contains news and information about what is happening at LDS that month. To join our mail list click here.
Community Magazine – Every quarter we release the LDS Community magazine. In our quarterly magazine we have articles about our clients, services and events. You can find our magazines on our website at https://ldssa.org.au/about-us/media/
Other Activity:
CEO House Visits – every month our CEO is invited by a client to visit their home. Board members and other managers will also attend if invited. This morning or afternoon tea is about getting to know each other better and the CEO will ask clients, families and staff how LDS is going and if there is any feedback.
Complaints and Compliments – we want to hear your thoughts. If you are unhappy about the service you are receiving from LDS please tell us. You can speak with your support worker, Team Leader, Manager, the CEO or a Board member. All complaints and compliments are provided to the Board for review and analysis. Regularly the Board analyses all complaints to ensure our quality and that we are listening to you, our client.
You can also complain online via this link: https://ldssa.org.au/contact-us/
For anonymous complaints, you can contact Whole People, an independent third-party organisation that handles confidential reporting, at 0421 151 686 or linda@wholepeople.com.au
You can also complain direct to the NDIS Quality & Safeguarding Commission via this link: https://www.ndiscommission.gov.au/complaints/make-complaint-about-provider-or-worker
Surveys:
Family Forum – held each May we ask clients, families, guardians and the circle of support to meet with us at either Payneham or St Mary’s or Online and we ask you how we are going and you get to ask questions as well. We report the results to you in the Community newsletter.
Client Survey – each year in September, we ask you 3 questions (we have been asking the same questions since 2019) about how we are going and supporting you and you get to leave any comments you like. We report the results to you in the Community newsletter.
Net Promoter Score – your Team Leader, CSM or Senior CSM will ask you once a quarter how is LDS going out of 10. This helps us understand if we are underperforming in an area or team so that we can quickly action any issue, or if all is going well, to say thank you to the team.
Events:
Australia Day Picnic – on Australia Day (January 26) we celebrate as a community and hold a big BBQ. Everyone is invited and Managers and Board Members will attend and ask you how we are going.
City to Bay Fun Run – join us to walk or run 3km (or more!) as a part of our community, to promote health and fitness, encourage individual clients’ goals and achievements, and build connections to the wider community.
International Day of Disability – each year we post about our clients and how you impact positively in our lives every day. You can join in by posting and commenting on our posts and telling us your story.
Client Christmas Party – each year in early December LDS holds a Christmas Party for all clients and their families. It’s a wonderful way to celebrate the Christmas season with our community. Managers and Board members also attend and we love to hear your stories and how LDS is going.
Communication:
E-news – Every month LDS sends out a monthly newsletter via email. This contains news and information about what is happening at LDS that month. To join our mail list click here.
Community Magazine – Every quarter we release the LDS Community magazine. In our quarterly magazine we have articles about our clients, services and events. You can find our magazines on our website at https://ldssa.org.au/about-us/media/
Other Activity:
CEO House Visits – every month our CEO is invited by a client to visit their home. Board members and other managers will also attend if invited. This morning or afternoon tea is about getting to know each other better and the CEO will ask clients, families and staff how LDS is going and if there is any feedback.
Complaints and Compliments – we want to hear your thoughts. If you are unhappy about the service you are receiving from LDS please tell us. You can speak with your support worker, Team Leader, Manager, the CEO or a Board member. All complaints and compliments are provided to the Board for review and analysis. Regularly the Board analyses all complaints to ensure our quality and that we are listening to you, our client.
You can also complain online via this link: https://ldssa.org.au/contact-us/
For anonymous complaints, you can contact Whole People, an independent third-party organisation that handles confidential reporting, at 0421 151 686 or linda@wholepeople.com.au
You can also complain direct to the NDIS Quality & Safeguarding Commission via this link: https://www.ndiscommission.gov.au/complaints/make-complaint-about-provider-or-worker
Clients, families, staff, and community at our annual Client Christmas Party 2024. Read about it here!
