Staff Satisfaction Survey Report and Recommendations

Staff Satisfaction Survey 2013 Report and Recommendations \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 1

Table of contents Executive summary... 3 Resulting action... 3 Methodology... 4 Results... 4 Discussion... 9 Low return rate... 9 Staff are most satisfied with... 9 Staff are least satisfied with:... 10 The greatest improvement in satisfaction from the previous survey was:... 10 The worst deterioration in satisfaction from the previous survey was:... 11 Trends over the past four surveys... 11 Resulting action... 12 Appendix One: Letter and survey sent to Mercy Services staff... 13 Appendix Two: Completed and unedited comments provided on returned surveys... 17 \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 2

Executive summary In September 2013, the fourth Mercy Services staff satisfaction survey continued to show satisfaction rates that are very high (+80%). As the survey was anonymous, there was no way of knowing: whether satisfaction in particular programs or sites is better than in others; and whether a respondent s satisfaction has increased or decreased since the last survey in 2011. The key findings were: the rate of 37% is the lowest of all previous survey. Staff are most satisfied with Mercy Services commitment to safety (90%); staff rating of the positive impact of what they do for clients (88%); and support provided to staff (86%). Staff are least satisfied with: supervisor s communication (80%); staff description of Mercy Services to others (82%); and staff training (83%). There were no questions that had a higher average satisfaction rate in 2013 compared to the previous survey in 2011 (all average scores deteriorated). There were four questions with increases in the percentage of respondents that chose the highest rating ( satisfying, significant, or well): staff rating of the positive impact of what they do for clients (up 30%): supervisor s communication (up 8%); support provided to staff by Mercy Services (up 6%) and training (up 5%). The worst deterioration in satisfaction from the previous survey: Mercy Services living out its values (down 13%) and staff description of Mercy Services to others (down 6%). There was one question that had an increase in the percentage of respondents that chose the lowest rating ( unsatisfying, insignificant, or poorly): staff description of Mercy Services to others (8%). Trends over the past four surveys Sustained high levels of satisfaction Slow decline in average satisfaction Decreasing return rates Greater willingness to make a negative rating Resulting action Mercy Services Management is very pleased with the high level of satisfaction amongst staff. The following are actions to address issues identified in the survey. Managers and Coordinators to discuss with their staff the overwhelmingly positive survey results and recommendations. Staff to be encouraged to suggest improvements. Mercy Services Management acknowledges that the changes within the Home & Community Care programs in 2013 were very stressful for Coordinators and Community Care Assistants. Any request for further support or training will be given high priority. Mercy Services Management acknowledges that the government changes to aged care packages mean our staff have less time with clients and mean we cannot live out our values in the same way we did under the previous funding model. Mercy Services continue the leadership development program begun in 2012 to increase Coordinator and Manager competence in supporting/nurturing staff and in program innovation. More follow-up work will be applied to further develop Coordinator and Manager skills particularly in improving values implementation and staff belief in the achievements of their work. Managers and Coordinators ensure all staff have their annual review and development meeting (appraisal) as the best way to help staff identify how their job can be more satisfying and what training would best help them. Another survey be conducted in 2015 and include a question asking for suggestions for improvement. Managers and Coordinators provide more verbal encouragement to staff to ensure a higher rate in 2015. \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 3

Methodology Staff at Mercy Services based at: Tighes Hill, West Wallsend, Stockton and Newcastle sites were invited to participate in a Staff Satisfaction Survey. Mercy Services staff based at Singleton were not invited to participate as they were not involved in previous surveys and they could not be included without distorting comparisons with previous surveys. The survey with an explanatory letter and summary of the previous survey results were attached to staff payslips in mid September 2013 (Appendix one). The survey comprised 7 items with staff asked to tick the most appropriate to each item (5-point likert scale) ranging from 1 to 5 with option 3 being a neutral. Staff could also provide a written comment for each item and provide general feedback in the form of other comments if they wished to do so. The same questions have been used in each of the previous surveys. Staff could return the survey using a pre-paid return addressed envelope or by placing their completed survey in a Return Survey Box located at either Tighes Hill or West Wallsend offices. A $100 gift voucher was offered as an incentive to participants in the survey. Responses were anonymous, however, staff had the option of including their name on their returned survey to enable the winner of the gift voucher to be identified. To preserve staff anonymity survey returns were viewed and compiled by external consultant, Mark Toohey. De-identified data was then used by the Mercy Services Management Team to write this report and to draft recommendations. The draft recommendations will then presented to Coordinators for their comments and suggestions. This final report is the of the Mercy Services Management Team after due consideration of the input of Coordinators. Results The following results from the Mercy Service staff satisfaction survey have been compiled from the completed returned surveys. A total of 130 surveys were distributed and 48 were returned equating to a rate of 37%. Table 1. Staff Survey Return Rates 2009-2013 Number of Surveys distributed Number of Surveys returned Response rate (%) 2009 113 81 72 2010 118 53 45 2011 122 67 55 2013 130 48 37 \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 4

140 Chart 1. Response rate to all Mercy Services Staff Satisfaction Surveys 2009-2013 120 100 80 60 40 Number of Surveys distributed Number of Surveys returned 20 0 2009 2010 2011 2013 1. How well does Mercy Services live out its values (Care, Respect, Service, Unity, Justice)? The total s to this question were: (=1) (=2) Neither poorly nor well (=3) Well (=4) well (=5) 2013 2011 No. respondents choosing this rating in 2013 0 3 4 20 21 4.2 4.5 2013 score as % 0% 6.3% 8.3% 41.7% 43.8% 84.6% 89.8% There were seven comments: Three suggested changes (more media comment, Coordinators to visit clients, treat staff equally) Two suggested more reminders on Mercy Values Two mentioned the impact of recent changes in organizational structure (presumably the change from organizing Coordinators and Community Care Assistants in geographic teams rather than according to Home & Community Care programs) \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 5

2. How would you rate the positive impact of what you do for our clients? The total s to this question were: insignificant (=1) Insignificant (=2) Neither significant nor insignificant (=3) Significant (=4) significant (=5) 2013 2011 No. respondents choosing this rating in 2013 0 2 4 14 28 4.4 4.6 2013 score as % 0% 4.2% 8.3% 29.2% 58.3% 88.3% 92.1% There were seven comments: All comments affirmed that clients appreciate/enjoy/benefit from the work of Mercy Services staff 3. When talking to others how do you say you find employment with Mercy Services? The total s to this question were: unsatisfying (=1) Unsatisfying (=2) Neither satisfying nor unsatisfying (=3) Satisfying (=4) satisfying (=5) 2013 2011 No. respondents choosing this rating in 2013 4 3 3 13 25 4.1 4.3 2013 score as % 8.3% 6.3% 6.3% 27.1% 52.1% 81.7% 86.6% There were nine comments: Four had positive comments about working at Mercy Services Three said worker morale is low two said this was due to changes or technology problems One said they had no complaints One called for more full-time rather than part-time positions 4. How would you rate your supervisor s communication with you? The total s to this question were: (=1) (=2) Neither poorly nor well (=3) Well (=4) well (=5) 2013 2011 No. respondents choosing this rating in 2013 0 3 9 16 19 4.0 4.1 2013 score as % 2.1% 6.3% 18.8% 33.3% 39.6% 80.4% 82.4% \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 6

There were twelve comments: Seven said improvement was needed (two mentioned wanting to know more about clients, one would appreciate more notice of shift changes) Five described communication as: good/approachable/compassionate/thorough 5. How do you rate the support provided to you by Mercy Services? The total s to this question were: (=1) (=2) Neither poorly nor well (=3) Well (=4) well (=5) 2013 2011 No. respondents choosing this rating in 2013 0 5 2 15 26 4.3 4.5 2013 score as % 0% 10.4% 4.2% 31.3% 54.2% 85.8% 89.4% There were seven comments: Five were very positive (specific comments - one said support was there through recent changes, one appreciated caring/flexibility) Two said support was suffering as many were too busy 6. How do you rate the training provided to you by Mercy Services? The total s to this question were: (=1) (=2) Neither poorly nor well (=3) Well (=4) well (=5) 2013 2011 No. respondents choosing this rating in 2013 1 2 5 20 20 4.2 4.3 2013 score as % 2.1% 4.2% 10.4% 41.7% 41.7% 83.3% 85.7% There were ten comments: Four people (two said training is often offered, one appreciated being trained to take on a new position) Four people requested improvements (that employees not be put in positions until trained, more topics, more certainty in programming, more staff meetings, making use of internal trainers) Two said they would like more training \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 7

7. How do you rate the Mercy Services commitment to safety? The total s to this question were: (=1) (=2) Neither poorly nor well (=3) Well (=4) well (=5) 2013 2011 No. respondents choosing this rating in 2013 0 1 2 16 29 4.5 4.7 2013 score as % 0% 2.1% 4.2% 33.3% 60.4% 90.4% 94% There were four comments: Two said safety is a priority and safety issues once raised are addressed Two wanted more/better assessments (One of vehicles the other of client homes) Additional question: Other comments: There were eighteen comments: Eight people had positive comments (...always look forward to coming to work ; the most supportive caring environment I have ever worked in (the past 30 years) ; I love the new phone carelink program ; I very much appreciate the personal support I have received (above and beyond) over the last year in my work here. ; have found management in all areas to be thankful, appreciative and helpful ; Although haven t rated everything as very weli would much rather work for Mercy than anywhere else. ) Four people specifically mentioned difficulties due to the changes in Home & Community Care services ( a lot of the girls feel like they are left hanging and don t what is going on with the clients. We are not having staff meetings to discuss anything or any training. some coordinators still need training with clients that have dementia. Only had one meeting since the change over. confusing knowing which client belongs to which coordinator. ) Three said they would like more training (one misses the Maitland Hospital training with one of our Community Nurses) One person said A very fractured organisation with poor management. One person suggested as an improvement attach all keys together in lock boxes it is difficult night shift One person said there has been a significant increase in workload. \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 8

Discussion As the survey was anonymous there was no way of knowing: whether satisfaction is particular programs or sites is better than in others; and whether a respondent s satisfaction has increased or decreased since last year. Low return rate The survey return rate of 37% is the lowest of all previous surveys. While 48 returns are a fair number. It is represnts an ever-decreasing return rate and raises many questions. It cannot be concluded that only happy staff are responding. The range of views in the 2013 includes both negative and positive ratings and comments. It seems unlikely that staff are not responding due to a belief that nothing has changed as a result of their previous returns. The letter inviting staff to complete the 2013 survey also included a list of actions taken in to the last survey. It could be that the low return rate is the result of staff feeling fairly satisfied and seeing no point in saying so. Staff are most satisfied with: Table 2 Staff Survey Responses 2013 Rating 1 Rating 2 Rating 3 Rating 4 Rating 5 % 1. Mercy Services lives its values 0 3 4 20 21 4.2 85% 2. Impact on clients 0 2 4 14 28 4.4 88% 3. Staff view to others 4 3 3 13 25 4.1 82% 4. Supervisor's communication 1 3 9 16 19 4.0 80% 5. Support to staff 0 5 2 15 26 4.3 86% 6. Training 1 2 5 20 20 4.2 83% 7. Safety 0 1 2 16 29 4.5 90% Table 2 shows that the highest average satisfaction ratings were given to the following questions: 4.5 (90%) Over the past year how do you rate the Mercy Services commitment to safety? 4.4 (88%) Over the past year how would you rate the positive impact of what you do for our clients? 4.3 (86%) Over the past year how do you rate the support provided to you by Mercy Services? Table 2 also shows that the same questions, in the same order, are found when consideration is given to the questions to which most people gave the highest rating ( satisfied or significant, or well): 29 gave the highest rating to the question: Over the past year how do you rate the Mercy Services commitment to safety? 28 gave the highest rating to the question: Over the past year how would you rate the positive impact of what you do for our clients? 26 gave the highest rating to the question: Over the past year how do you rate the support provided to you by Mercy Services? \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 9

Staff are least satisfied with: Table 2 shows the lowest average satisfaction ratings were given to the following questions: 4.0 (80%) How would you rate your supervisor s communication with you? 4.1 (82%) When talking to others how do you say you find employment with Mercy Services? 4.2 (83%) How do you rate the training provided to you by Mercy Services? Table 2 also shows that the same questions, in the same order, are found when consideration is given to the questions to which most people gave the lowest rating ( unsatisfied or insignificant, or poor): 4 people gave the lowest rating to the question: When talking to others how do you say you find employment with Mercy Services? 1 person gave the lowest rating to the question: Over the past year how well has Mercy Services lived out its values? and 1 person gave the lowest rating to Over the past year how do you rate the training provided to you by Mercy Services? The greatest improvement in satisfaction from the previous survey was: Table 3 Comparison of average s shown as percentages 2009-2013 2009 2010 2011 2013 % change 1. Mercy Services lives its values 94.6% 94.0% 89.8% 84.6% -6% 2. Impact on clients 95.3% 95.0% 92.1% 88.3% -4% 3. Staff view to others 94.3% 93.5% 86.6% 81.7% -6% 4. Supervisor's communication 88.6% 84.5% 82.4% 80.4% -2% 5. Support to staff 93.3% 91.3% 89.4% 85.8% -4% 6. Training 89.9% 85.0% 85.7% 83.3% -3% 7. Safety 94.6% 92.7% 94.0% 90.4% -4% Annual Grand Mean (average) 92.9% 90.9% 88.6% 84.9% -4% Table 3 shows that when comparing the average ratings for each of the survey questions there were no questions that had a higher average satisfaction rate in 2013 compared to the previous survey in 2011 (all average scores deteriorated). Table 2 shows that there were four questions with increase in respondents choosing the highest ratings ( satisfying or significant, or well). These improvements from 2011 to 2013 when shown as a percentage are: 30% increase Over the past year when talking to others how do you say you find employment with Mercy Services? 8% increase Over the past year how would you rate your supervisor s communication with you? 6% increase Over the past year how do you rate the support provided to you by Mercy Services? 5% increase Over the past year how do you rate the training provided to you by Mercy Services? \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 10

The worst deterioration in satisfaction from the previous survey was: Table 3 shows the deteriorations in average satisfaction in 2013 compared with 2011 were in: 6% decrease Over the past year how well has Mercy Services lived out its values? 6% decrease Over the past year when talking to others how do you say you find employment with Mercy Services? Table 2 shows that there was only one question with increase in respondents choosing the lowest ratings ( unsatisfying or insignificant, or poorly). These improvements from 2011 to 2013 when shown as a percentage are: 8% decrease Over the past year when talking to others how do you say you find employment with Mercy Services? Trends over the past four surveys This is the fourth staff satisfaction survey and the trend appears to be: Sustained high levels of satisfaction Slight decline in average satisfaction Decreasing return rates Greater willingness to make negative rating When the average scores for each question are compared across the four surveys, the first observation is that scores have never been lower than 80% satisfaction (see Chart 2. Page 11). The high level of satisfaction is evidenced in 2013 where there were four questions to which more than 50% of respondents gave the highest rating ( satisfying or significant, or well). There has been a slow decline in average satisfaction over the four surveys. Table 3 shows that the average rating in the first survey (2009) was 92.9% and the average rating in 2013 was 84.9%. Survey returns were highest (72%) in the first survey (2009) and have declined to just 37% in 2013. It is noticeable that in 2011 only one person (1.5% of respondents) chose the lowest rating ( unsatisfying or insignificant, or poorly). In 2013 there were three questions where people chose lowest rating ( unsatisfying or insignificant, or poorly): and this was for two questions. These lowest rating was chosen in 2013 by a range of from 2 to 8% of respondents. \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 11

% 100.0 90.0 80.0 70.0 60.0 50.0 40.0 30.0 20.0 10.0 0.0 Chart 2 Comparison of s to all Mercy Services Staff Satisfaction Surveys conducted between 2009-2013 2009 2010 2011 2013 Resulting action Managers and Coordinators to discuss with their staff the overwhelmingly positive survey results and recommendations. Staff to be encouraged to suggest improvements. Mercy Services Management acknowledges that the changes within the Home & Community Care programs in 2013 were very stressful for Coordinators and Community Care Assistants. Any request for further support or training will be given high priority. Mercy Services Management acknowledges that the government changes to aged care packages mean our staff have less time with clients and mean we cannot live out our values in the same way we did under the previous funding model. Mercy Services continue the leadership development program begun in 2012 to increase Coordinator and Manager competence in supporting/nurturing staff and in program innovation. More follow-up work will be applied to further develop Coordinator and Manager skills particularly in improving values implementation and staff belief in the achievements of their work. Managers and Coordinators ensure all staff have their annual review and development meeting (appraisal) as the best way to help staff identify how their job can be more satisfying and what training would best help them. Another survey be conducted in 2015 and include a question asking for suggestion for improvement. Managers and Coordinators provide more verbal encouragement to staff to ensure a higher rate in 2015. \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 12

Appendix One: Letter and survey sent to Mercy Services staff 06 September 2013 Dear staff member It is important to me that you are involved in how our organisation runs and that you know your opinion is valued. Our staff satisfaction survey every two years is one way you can express your views. I have attached a summary of the views expressed in the last survey and of the s we have made to your views. The staff satisfaction survey is a good way for us to get a picture of how satisfied staff are on a range of key areas. It is not a good way for individuals to seek a resolution to specific issues as the results are anonymous. If you have an issue that is concerning you I encourage you to discuss it with your supervisor or someone within Mercy Services management. The quality of care we provide is largely dependent on the skills and attitude of our staff. I am very proud of the care we provide and of the contribution of our staff. I hope you will take the opportunity presented by this year s survey to give me your suggestions on improving your conditions, training, and/or support. The satisfaction survey is on the reverse side of this letter and there is a return envelope attached. You may post the envelope or leave it in the boxes provided at Tighes Hill and West Wallsend reception by 27 September 2013. Please write your name on the back of the envelope if you would like to go in the draw for a Coles Myer voucher worth $100 (drawn 30 September 2013). When all the surveys are returned none of our staff will read them. I have a consultant who will read the surveys and write a report. A summary of the report will go in our newsletter later this year. Yours sincerely Roy Hambly General Manager \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 13

STAFF SATISFACTION SURVEY We are keen to hear your views so we can monitor and improve our support to you and other staff. Your s to this survey are anonymous and will not be seen by your supervisor. If you would like the General Manager to respond to any of your comments please leave your name in the comments space below. Please tick the place on the scale that best matches your views and/or experience of the following: Over the past year how well has Mercy Services lived out its values? 1 2 3 4 5 poorly Neither poorly nor well Well well Comment on how we can improve:... Over the past year how would you rate the positive impact of what you do for our clients? 1 2 3 4 5 insignificant Insignificant Neither significant nor insignificant Significant significant Comment:... Over the past year when talking to others how do you say you find employment with Mercy Services? 1 2 3 4 5 unsatisfying Unsatisfying Neither satisfying nor unsatisfying Satisfying satisfying Comment:... Over the past year how would you rate your supervisor s communication with you? 1 2 3 4 5 poorly Neither poorly nor well Well well Comment:... Over the past year how do you rate the support provided to you by Mercy Services? 1 2 3 4 5 poorly Neither poorly nor well Well well Comment:... Over the past year how do you rate the training provided to you by Mercy Services? 1 2 3 4 5 poorly Neither poorly nor well Well well Comment:... Over the past year how do you rate the Mercy Services commitment to safety? 1 2 3 4 5 poorly Neither poorly nor well Well well Comment:... Other comments:............ Thank you for taking the time to complete this survey Please return by the 27 September 2013 using the pre-paid envelope \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 14

Summary of Mercy Services Staff Satisfaction Survey 2011 For the past four years Mercy Services has conducted a staff satisfaction survey. The results of the 2011 survey show a continuation of the very high level of satisfaction staff have for the work they do and the organisation in which they work. A total of 122 surveys were sent to current staff in August 2011, 55% were completed and returned (45% in 2010; 72% in 2009). The following table shows the s of all people to each question (average rating of 91%): Satisfaction survey question % change Result from 2010 How well does Mercy Community Services live out its values? 90% -4% How would you rate the positive impact of what you do for our clients? 92% -3% When talking to others how do you say you find employment with Mercy Community Services? 87% -6% How would you rate your supervisor s communication with you? 82% -3% How do you rate the support provided to you by Mercy Community Services? 89% -2% How do you rate the training provided to you by Mercy Community Services? 86% 1% How do you rate the Mercy Community Services commitment to safety? 93% - Graph 1 below shows staff satisfaction survey results over the past three years: the highest level of staff satisfaction has been with safety and the positive impact staff have on clients. the lowest level of staff satisfaction has been with communication from supervisors and training. 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% MCS lives its values Graph 1. MCS staff satisfaction across surveyed topics 2009-2011 Impact on clients Staff view to others Supervisor's Support to staff Training Safety communication 2009 2010 2011 \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 15

Comments made by staff can be seen as fitting the following five categories: 1. Employment conditions 3 people said they love their work at Mercy Services (one said they turned down an offer of work elsewhere) 3 people said they want more hours of work 2. Communication and support comments 8 people had negative experiences e.g., supervisor not available, supervisor being stressed, messages not getting through, people not taking responsibility, hearing info from other staff not from supervisor 5 people said their supervisor is approachable, positive, leaves them feeling valued etc 1 person felt Mercy Services had less compassion as Coordinators struggle with changing requirements 1 person said they feel reviews with supervisor are important 3. Other Comments 1 person said they are only feel confident commenting on own service not so familiar with other parts of Mercy Services 1 person said they sometimes feel like a glorified cleaner 1 person said OHS had improved over the past year 1 person said safety on excursions and the leashing of pets may need attention 4. Positive Comments 5 people said clients benefit from and appreciate the service 5. Training Comments 2 people made positive comments about training 2 people had negative comments - one felt their training needs were overlooked and the other said their supervisor didn t offer/discuss training with them and they only got training they arranged themselves 2 people said they want more input on values especially in a more reflective way 1 person said staff well-being seminars and the opportunity to debrief would help Response from Mercy Community Services Management On 16/11/11 a note was attached to all payslip from the General Manager congratulating staff on making this a satisfying work environment for each other and directing them to the Mercy Services website or December 2011 Mercy Matters Newsletter for more information about the 2011 survey results. The full report on the staff satisfaction survey was circulated to Coordinators in November 2011. Mercy Services management acknowledges that the past couple of years have been stressful due to many changes and increased accountability. Our quality improvement program under the EQuIP accreditation program drove many of these changes - hopefully stress levels will reduce as these changes become established. In 2012 Mercy Services engaged in a leadership development program to increase Coordinator and Manager competence in supporting and nurturing staff and program innovation. Mercy Services Management sees staff review and development meetings (appraisals) as the best way to help staff identify how their job can be more satisfying and what training would best help them. Unfortunately only 64% of staff had a review and development meeting in the past year. Completing the rest of the review and development meetings was a priority in 2012 and 2013. Mercy Services Management offered a paper feedback form and open forum discussions during the development of the next Mercy Services Strategic Plan in 2013 for staff to reflect upon their work and to contribute their views on how Mercy Services can better fulfil its mission. All staff are encouraged to take their ideas on improving staff satisfaction to their supervisor or the General Manager as the survey doesn t tell us if comments/requests for changes are spread across the organisation or apply to one or two services. \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 16

Appendix Two: Completed and unedited comments provided on returned surveys Q1: Over the past year how well has Mercy Community Services lived out its values? (survey return #6). advocate for clients; have a voice in the media. (survey return #14) co-ordinator need to visit clients - at the moment this is not happening (survey return #18) (poorly) treat staff equally. (survey return #20) Change in structure have meant that services have been stretched. (survey return #22). More reminders that our service is an holistic based service proud to represent Catherine McCauley (survey return #23) It concerns me the way Mercy is changing but I understand this is a sign of the times we are currently in. (survey return #48) Ongoing dialogue of Mercy values and discussion Q2: Over the past year how would you rate the positive impact of what you do for our clients? (survey return #10). Clients do and carers often comment on the great work of our staff (survey return #12) We get a lot of positive feedback although due to funding and referral requirements we can t always help everyone. (survey return #14) Most clients appreciate the service. (survey return #23) I would hope my input makes a difference (survey return #36) Our clients appreciate everything little thing we do. (survey return #40) Client enjoy the contact of staff. (survey return #48) Life changing for clients. Q3 Over the past year when talking to others how do you say you find employment with Mercy Services? (survey return #10). Mercy is a good organisation to work for and the staff are lovely (survey return #12) No complaints about mercy services from me! (survey return #14) Moral needs to be lifted. All workers are dissatisfied with the changes. (survey return #20) Always loved working for Mercy (survey return #22) Office staff always helpful. Rewarding. (survey return #23) there is a low morale at Mercy currently (survey return #38) Transport perhaps more permanent fulltime drivers rather than 3 or 4 day (survey return #48) happy and satisfied with my work (survey return #49) A lot of stress with work pressure, malfunctions of technology and coping with radical change. Q4 Over the past year how would you rate your supervisor s communication with you? (survey return #3). Communication could improve (survey return #5). Don t get information anymore if clients are in hospital or a change in roster (survey return #9). Changes to shifts need to be given earlier. \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 17

(survey return #10) I have had two supervisors and they have both been good. (survey return #12) She is human and like all of us isn t perfect all the time. (survey return #14) Co coordinators are too busy with changes so communication is poor. (survey return #22) I find Ruth very approachable and compassionate (survey return #23) Listening and consultation are lacking (survey return #32) Always has time for me with an open door policy (survey return #33) Could be more info re clients when sick and passed away. Staff would like to be notified. (survey return #36) I have good communication with my supervisor (survey return #40) always seeing if things are going alright. Q5 Over the past year how do you rate the support provided to you by Mercy Community Services? (survey return #10), I have been very supported especially with my change of position (survey return #12) Mercy is flexible and caring to me as an employee. (survey return #14) Supervisor are unavailable and very stress. (survey return #23) the whole organisation is going through major transitions, everyone is too busy. (survey return #32) One of the best organisations I have worked for in terms of personal support. (survey return #40) Support is reassuring. (survey return #48) Efficient and usually positive. Q6 Over the past year how do you rate the training provided to you by Mercy Community Services? (survey return #3). Would like more training and refresher courses (survey return #5). We haven t had any and only two staff meetings (survey return #10) training relevant to my new position has been offered and accepted with thanks (survey return #12) Great I have been given the opportunity to training skills that I feel I have needed. (survey return #14) Employees are put into new positions without proper training. (survey return #27) would like to go to training days with Transport (survey return #32) it is always on offer and encouraged by my supervisor just hard balancing it with work demands at times. (survey return #36) well when there is training they let you know. (survey return #43). Scheduling - training calendar can improve /pears to be too fluid, limited topics. (survey return #48) good variety money/cost barrier at times. Expense of training. More training provided by skilled practitioners within Mercy services. Q7 Over the past year how do you rate the Mercy Community Services commitment to safety? (survey return #9). All houses need to be inspected for such things as pets, mould etc. (survey return #10) Safety in the workplace is a high priority for Mercy (survey return #12) we have regular meetings and any concerns staff bring up have been noted and there has been consultation to sort the issue. (survey return #40) need to check vehicles, is needed for our own safety. \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 18

Q* Other comments:. (survey return #5). Since the change a lot of the girls feel like they are left hanging and don t what is going on with the clients. We are not having staff meetings to discuss anything o- or any training. (survey return #7). I am very happy working for Mercy Services. I feel great satisfaction in my job and always look forward to coming to work. (survey return #12) Working for Mercy Services has been the most supportive caring environment I have ever worked in (the past 30 years) (survey return #14) Over all the coordinators and CCAs are not satisfied with the changes. Also some coordinators still need training with clients that have dementia. (survey return #16). I love my job- one comment would be attach all keys together in lock boxes it is difficult night shift with so many thinks in your hand and the phones waste so much time. (survey return #17) since the change of areas and coordinators last February there has been many problems. (survey return #22) I love the new phone carelink program. Great when it is problem free and more reliable. (survey return #24) A very fractured organisation with poor management. (survey return #27) Have no problems, would like to have training days with transport if available. (survey return #28) I would like more training sessions. (survey return #29) Only had one meeting since the change over. confusing knowing which client belongs to which coordinator. This is confusing for clients family and staff. Also hours have been reduced. (survey return #32) generally I think mercy Services are a wonderful and supportive organisation to work for. I very much appreciate the personal support I have received (above and beyond) over the last year in my work here. (survey return #33). In my second year of working for Mercy Services have found management in all areas to be thankful, appreciative and helpful. As a care assistant I find my work so rewarding. (survey return #35). Although haven t rated everything as very weli would much rather work for Mercy than anywhere else. (survey return #38) satisfied with my employment and in our role in the community. I feel we not only provide transport but also personal contact which is highly valued by our clients. (survey return #44). Some CCA workers should do their job instead of saying they do when clearly they don t. (survey return #46) I miss the training we use to get at Maitland Hosp. With Marg O! (survey return #49) significant increase in workload. \\MERCYSBS\Mercy\Shared\Satisfaction Survey\Staff survey\staff survey 2013\staff satisfaction report 2013.docx Page 19