ISO 9001:2008 Clause 8.2.1 PR017 Customer Satisfaction Procedure Strode Park Foundation for People with Disabilities Page 1 of 7
Approvals The signatures below certify that this procedure has been reviewed and accepted, and demonstrates that the signatories are aware of all the requirements contained herein and are committed to ensuring their provision. Name Signature Position Date Prepared by Jacky Moat HR Support 11/04/12 Reviewed by John Cotterill Director of Care 03/01/14 Approved by Quality Meeting 15/05/12 Amendment Record This procedure reviewed to ensure its continuing relevance to the systems and process that it describes. A record of contextual additions or omissions is given below: Page No. Context Revision Date Page 2 of 7
Contents P017 Customer Satisfaction Procedure... 4 1. Introduction & Purpose... 4 2. References... 4 3. Terms & Definitions... 4 4. Application & Scope... 4 5. Requirements... 4 6. Process... 5 6.1 Customer Satisfaction Surveys... 5 6.2 Customer Feedback... 5 6.3 Management Review... 5 6.4 Documentation & Records... 5 6.5 Customer Satisfaction Survey Process Map... 6 6.6 Customer Complaints & Feedback Process Map... 7 Page 3 of 7
P017 Customer Satisfaction Procedure 1. Introduction & Purpose This document describes the methods for measuring, monitoring and interpreting customer perception information to determine whether Strode Park Foundation is meeting their requirements. 2. References Reference Title & Description 8.2.1 Quality System Manual F017-1 Quality Assurance Survey F017-3 Visitor Feedback Form M017 Local document PR020 Resident/Service User Meeting Agenda Customer Complaint Log Control of Non-conformances Procedure 3. Terms & Definitions Term ISO Clause Definition Customer Satisfaction 3.1.4 The customer s perception of the degree to which their requirements have been fulfilled Customer 3.3.5 An organization or person that receives a product Specification 3.7.3 Document stating requirements 4. Application & Scope The scope of this procedure is to assess the level of customer satisfaction by obtaining input from various sources defined herein. Trends and key indicators of satisfaction will be captured and benchmarked. Customer satisfaction information will be obtained from customer feedback. 5. Requirements Top Management is required to: Ensure that customer requirements are determined Ensure that customer requirements are met and to enhance customer satisfaction The Care Director is required to: Identify the root causes of customer complaints Initiate corrective action to eliminate or reduce the causes of customer complaints Analyze customer satisfaction data and determine trends Gather and collate customer satisfaction data Page 4 of 7
6. Process 6.1 Customer Satisfaction Surveys The Departmental Manager conducts customer satisfaction surveys, using the Strode Park Foundation Quality of Service (Feedback) Form A customer satisfaction survey form is sent to the service user or their representative, at regular intervals, but at least 6 monthly Follow-up telephone calls are made, if appropriate, and a verbal survey is conducted in order to validate and assess the reliability of the feedback process. Customer feedback data will be used to determine conclusions on the quality of service Customer Feedback is analysed by the Care Director to determine trends The findings are presented at management review meetings 6.2 Customer Feedback Customer complaints, spontaneous feedback on satisfaction and other unsolicited customer feedback are collected using the Incident/Accident form and/or Visitor Feedback form and processed via the departmental Manager: Customer feedback is recorded and categorized to aid data analysis The level of customer satisfaction is scored Customer feedback data is compiled via Director of Care. Analyse, review and feedback is led by the Director of Care. The findings are reported to management periodically 6.3 Management Review Customer satisfaction is presented in a review as and when requested by senior management. 6.4 Documentation & Records The location and retention period for records relating to customer satisfaction data will be managed in accordance with ISO 9001:2008, Clauses 4.2.3 & 4.2.4. Page 5 of 7
6.5 Customer Satisfaction Survey Process Map Completion of Care/ Regular Interval Quality of Service Form/Visitor Feedback Service users or their representative, visitors Service user/representative/visitor completes satisfaction survey/feedback forms NO Support to complete YES Data analysis 8.4 Survey returns are analyzed and satisfaction level determined Objectives Determine satisfaction trends against objectives Report data and trends at management review Page 6 of 7
6.6 Customer Complaints & Feedback Process Map Customer or other complaint about service Add to customer complaint log F017-2 Customer feedback Investigate nature of complaint/feedback Recommendations/ corrective action Implement corrective actions Provide information on results to customer Update customer complaint log Review effectiveness of recommendations/ corrective action Review complaint/ feedback trends Page 7 of 7