Experience of Service Questionnaires
Here at PSG, the feedback we receive during our Experience of Service Questionnaires (ESQs), provide a space for mediators to discuss their experiences with our services. They allow mediators to express how they feel about their own personal progress following our involvement, as well as any progress identified in their family member/client.
When do we use ESQs?
Following the closure of a case, staff reach out to colleagues to conduct an ESQ for their case. The colleague should not have worked on the case themselves, to ensure an unbiased process during responding. The relevant contact information of the mediator/s completing the questionnaire are sent to the colleague, who then arranges the best time to meet with the mediator/s.
How do we complete ESQs?
Staff complete ESQs through whichever medium best suits the mediator/s. This can be over the phone, via Microsoft Teams, or by sending the form to the mediator/s for them to complete in their own time if they are unable to join a meeting.
The new PSG ESQs consist of 17 closed questions on a Likert-scale from 0 to 7, ranging from strongly disagree to strongly agree. Mediators are asked to rate their feelings on the 17 questions and are then given time to express what they found particularly helpful when working with PSG, if there was anything they did not like/needs improving, and any additional comments they had. The scores of the questions are then totalled out of 119, and any score below 100 is reviewed by the safeguarding lead for a follow-up discussion around areas of improvement.
Why do we use ESQs?
Collating this information informs our practice as PBS professionals, with hopes to improve aspects of our roles which may be lacking. Personalised supervision for staff in these areas can be offered, based on feedback from their own cases. They also serve as reinforcement for staff when mediators express appreciation for the great work we complete as a service.
A feel-good example:
“I loved how they came to the home, became part of the family, and got to know all family members. They were advocates for all of us during network meetings, gave us reassurance we were doing the right things when we didn’t have the strength. They gave us clarity of what to do and had the patience to help us”.
