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Feedback & Information Policy

Engedi seeks information from people with disabilities and their families who use Engedi’s services.

Engedi believes that feedback about clients’ experiences and their perceptions of service performance are valuable indicators of the quality of service provided. Their feedback enables Engedi to identify areas where we are doing well and areas where improvement is needed. Feedback informs Engedi’s Quality Improvement Framework and Management System and identifies unmet needs.

In obtaining regular feedback Engedi will:

  • Consider the needs of people with disabilities and their families in relation to the information that is sought
  • Identify any unmet needs or required service
  • Use information received in regards to organisational planning
  • Ensure general feedback is sought as well as feedback on specific service standard indicators
  • Protect service user confidentiality
  • Document and report on the findings to the management committee
  • Recommend and take action for improvement
  • Provide feedback to service users on findings and actions taken
  • Methods for Obtaining Feedback and providing information
  • Regular Surveys or questionnaires
  • Informal feedback recorded
  • Questionnaire after Engedi Respite Stays
  • Compliments & Complaints Register
  • Written Feedback from other agencies and Services
  • Feedback obtained at review of plans
  • Monthly Newsletters
  • Face to Face Meetings
  • Email
  • Facebook
  • Website

Legislation or other requirements:

  • Qld Disability Services Act (2006)
  • Racial Discrimination Act (1975)
  • Disability Discrimination Act (1992)
  • Qld Anti-Discrimination Act (1991)
  • National Disability Insurance Scheme Act (2013)
  • NDIS Quality and Safeguards Commission
  • United Nations’ Convention on the Rights of Persons with disabilities (2006)