Planning effective consumer feedback - Session 1 Consumer feedback series

Session 1: Planning effective consumer feedback strategies

This webinar will provide an overview of the key questions that staff need to consider when designing consumer feedback strategies. This will include information about:

• Consumer feedback as a component of ongoing quality improvement

• Understanding when and how consumer feedback will add the most value

• Designing inclusive consumer feedback approaches and tools that empower all consumers to provide feedback in a way that’s meaningful and relevant for them

• Overcoming common challenges and barriers

• Practical tools and resources to support you to design your approach.

Target group: These webinars are designed for staff working in CHSP programs who are actively involved in the collection and use of consumer feedback to support ongoing quality improvement within their agency.

This training is hosted by ESDT, SSD Connect Alliance and Bayside City Council SSD and designed for staff working in CHSP funded aged care programs.

Webinar Series

This is the first of 5 webinars, being delivered as part of the webinar series "Making consumer feedback work for you ... and your consumers". Delivered over 5 weeks, this training will give you the skills and confidence to design and deliver consumer feedback strategies that actually work – empowering your consumers to participate and giving you the information you need to drive improvement. We focus on practical strategies that are easy and inexpensive to implement and realistic to implement within a busy schedule.

Webinar Schedule: Every Tuesday from 9:30am - 11:30am commencing on Tuesday the 7th of May 2024.

• Week 1: Tuesday 7th May 2024 9:30am - 11:30am
• Week 2: Tuesday 14th May 2024 9:30am - 11:30am
• Week 3: Tuesday 21st May 2024 9:30am - 11:30am
• Week 4: Tuesday 28th May 2024 9:30am - 11:30am
• Week 5: Tuesday 4th June 2024 9:30am - 11:30am

Format: Each webinar will include a combination of information delivery, examples and interactive discussion. You will also have the opportunity to ask questions, discuss your experience and seek feedback on your own consumer feedback ideas.

Upon completion of the webinar, participants will be sent a follow up email with a participant evaluation form, relevant resources, tools and links to further information.

If you are unable to attend a webinar at the scheduled time, registered participants will be sent a link to the webinar recording. You can therefore watch the session anytime over the next two weeks.

Additional information:

Hosts: This course is being supported by ESDT, SSD Connect Alliance and Bayside City Council SSD. If you have any questions, or need more information, please contact your local SSD team to discuss whether this program is right for you.

Accessibility: If you require any support to access the training (e.g. due to limited vision, hearing or mobility etc.) please enter the relevant information when booking your ticket, or contact us at support@kpassoc.com.au.

Recording: The webinars will be recorded and made available to registered participants will for 2 weeks after the scheduled webinar date. This allows staff who missed a session (or part of a session) to catch up and complete the training. Please note the recording is only available to registered participants and cannot be shared. Additional fees will apply for unregistered participants.

Resources: Soft copies of resources (including PowerPoint handouts, worksheets and any relevant resource links) will be emailed to you before the session. Key resources are freely available online, however hard copies of a number of resources can be provided if necessary. If you would like to purchase a hard copy set of resources, please contact us at support@kpassoc.com.au.

Catering: You are welcome to eat and drink during the training ... BYO snacks (just make sure you're on mute so we can't hear you crunching)

Attendance requirements: To successfully complete the training (and therefore be eligible for a certificate and CPD points), you must attend every session, actively participate in the training and complete a participant evaluation form. If you miss a session (or part of a session), a recording of the session will be available for you to watch for 2 weeks. If you watch the recording, you will need to submit a short questionnaire so that we can demonstrate your participation.

Statement of Attendance: Participants will receive a statement of attendance via email. Please be aware, that in order to receive a statement of attendance, you must actively participate in all sessions and complete a participant evaluation form (see attendance requirements above).