On our Performance

all regions IIII wmr IIII nmr IIII bsw IIII hume III gippsland III grampians

Lewis & Lewis forwarded survey questionnaires to schools where one or more assessments had been conducted for the trial project between October 2005 and January 2006. Primary, Secondary and Special Schools were included in the survey sample. In total, 78 questionnaires were distributed with 44 (56%) returned as outlined in Table 1. Returned questionnaires were generally completed by the school principals and assistant principals with a small number completed by personnel with an additional needs coordination role.

Each questionnaire asked respondents to provide a rating (Excellent, Satisfactory or Unsatisfactory) for each of the 5 following service measures:

• General Satisfaction with the Disability Assessment Service (Intellectual Disability & Severe Language Disorder with Critical Educational Needs) provided by Lewis and Lewis
• Promptness – Telephone
• Promptness – Completion of Assessment
• Reporting – Verbal
• Reporting – Written

Comments regarding each service measure were also sought.

Table 1. Distribution and Survey Return Figures for each Region serviced

Figure 1 provides a visual analysis based on percentage figures of the combined regional responses to the 5 service measures surveyed. Figures 2-7 provide the same data on a region by region basis.

Analysis of these results indicates a high level of satisfaction across all aspects of the service model with an “excellent” rating being the most frequently achieved response across all survey areas. Investigation of regional responses shows a similar profile of satisfaction ratings across the Western Metropolitan Region, the Barwon-South Western Region, the Hume Region, the Gippsland Region and the Grampians Region. Some variation was evident in the Northern Metropolitan Region data. While feedback was predominantly positive, comments were made regarding the need for even shorter response times in some situations as well as a school preference for consistency in which staff are allocated to undertake assessments.

* The single unsatisfactory rating was immediately followed up and turned out to be based on a misunderstanding.

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Summary of Comments from Western Metropolitan Region Schools:

• Service has been excellent;
• I am completely happy to work with this system;
• Prompt efficient responses to queries;
• Very professional;
• Excellent liaison with school;
• 2005 timeline was not conducive to follow-up verbal reporting and feedback on student assessments;
• All facets have been covered very well on all assessments done.

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Figure 3. Satisfaction Survey Findings for Northern Metropolitan Region Schools (n = 9)

Summary of Comments from Northern Metropolitan Region Schools:

• While it was probably a communication breakdown, I feel there was a lack of understanding on how schools work (particularly small disadvantaged schools) by the first psychologist;
• Excellent service, prompt, courteous and nice;
• Need to minimise response times to schools and listen to recommendations provided by schools;
• Thank you for your assistance.

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Figure 4. Satisfaction Survey Findings for Barwon-South Western Region Schools (n = 4)

Summary of Comments from Barwon-South Western Region Schools

• Very smooth transition;
• An urgent assessment was carried out efficiently and effectively in time for a submission to be made;
• Easily contactable and always helpful and prompt;
• I really appreciated the prompt verbal feedback;
• Particularly when a late application was necessary, they came and assessed very quickly;
• Always serviced within a reasonable amount of time and appointment kept and worker on time .. great;
• All reports were appropriate and accurate and easy to understand and explain to parents;
• Sometimes find the application process very cumbersome;
• Perhaps if a worker could be attached to a district or area so that we could get to know them.

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Figure 5. Satisfaction Survey Findings for Hume Region Schools (n = 5)

Summary of Comments from Hume Region Schools

• Prompt and very helpful;
• When we need feedback in a hurry we get it;
• Very happy. Appreciate the quick responses, efficiency, knowledge and helpfulness;
• Always return calls promptly and willing to discuss concerns/issues;
• Perhaps more time allocated for a meeting with parent before and after testing;
• Thank-you for your support and willingness to assist in any capacity;
• Looking forward to working with you throughout 2006;
• Very thorough.

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Figure 6. Satisfaction Survey Findings for Gippsland Region Schools (n = 9)

Summary of Comments from Gippsland Region Schools

• Excellent service;
• Reply to referral was prompt and the written report was promptly returned to the school;
• They made you feel that any questions you had were important;
• Time from completion of assessment to receiving written reports is sometimes lengthy;
• Under what conditions can we use your service in future;
• I’m old .. I like the personal touch but I understand the difficulties in this. Overall good service.

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Figure 7. Satisfaction Survey Findings for Grampians Region Schools (n = 2)

Summary of Comments from Grampians Region Schools

• Thank you for doing a great job.

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