At Hierarchy Support Services, we’re always working to improve the services we provide. After gathering feedback from the individuals we support, we’ve reviewed their comments and taken specific actions to make our services even better. Here’s a summary of the feedback we received and the steps we’ve taken in response.

Key Themes from Feedback

  1. Desire for More Activity Club Days
    A common request was for the activity club to be open on more days. While we’re currently unable to offer more activity club days, we’ve taken action to bring similar activities to service users’ homes or community settings. Activities like outings, cooking, and recreational experiences are now part of our weekly plans.
  2. Improved Communication for Events
    Several service users expressed the need for more notice for larger events. In response, we have changed our line of communication for events: these are discussed in advance in our weekly activity club, and all staff receive communication via our internal communication channels to ensure they can take this back to service users/families/guardians as soon as plans are announced. This way, everyone will have enough time to prepare and participate.
  3. Support with Specific Activities
    We heard requests for more support with activities such as swimming and horse riding. While some activities couldn’t be funded, we’ve found alternatives to meet these needs. For example, some service users are now volunteering at local zoos or enjoying outings to beaches and restaurants—activities that support their independence and personal growth.
  4. Personalised Staff Support
    One service user shared feedback that their previous support worker was not the best personality match for them. This had already been resolved at the time of survey completion through reassignment of staff, which led to resolution.

Ongoing Improvements and Monitoring

We are committed to continuously improving and adapting based on the feedback we receive. To ensure we are meeting the needs of the individuals we support, we will continue to:

  • Regularly review and update activity plans to include activities that support independence and personal growth. 
  • Continue to source low-cost/free activities for our service users to take part in within the community.
  • Maintain clear and timely communication regarding events and activities.
  • Ensure that staff are always the right fit for the individuals they support.

As we move through 2025, we’ll keep monitoring these actions and continue making improvements where needed. Our goal is to provide the highest quality of care and ensure each person feels supported, heard, and valued.

An art poster made by one of our clients. It reads "You are not alone - together we can." There is cut and glued artwork of 6 people.
Leave a reply