Reception Audit Aggregate Sep - Dec 2009
11 pages
English

Reception Audit Aggregate Sep - Dec 2009

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MHP Customer Access Reception Audit September-December 2009 Pat Goldfeather, Customer Service Development Manager (report) Pauline Jobe, Customer Feedback Co-ordinator (Graphs & tables) Policy and Performance 1. Introduction In January 2008 Policy & Performance commissioned residents to audit MHP’s reception areas. These audits are now carried out 6 monthly. The aim in 2008 was to complement and replace the audits carried out by Quality Housing Services (QHS). Our current audit covers more areas than the QHS audit and is regularly reviewed and developed to ensure it meets the needs of MHP. This report shows the results of the audit carried out between 17 September and 11 December 2009. The aim of the audit is to check the physical accessibility and appearance of reception, the helpfulness and knowledge of staff and that key information leaflets are displayed. Across the partnership, 10 reception areas were audited. 2. Methodology The audit question and marking sheet is regularly reviewed based on feedback from the auditors, member organisations and the Access and Customer Care KLOE. The audits were carried out by two residents, one audited Granta and the other Clapham Park Homes, MHT London and Spirita. Having one auditor carrying out the majority of the audits enables more effective benchmarking across the member organisations. The audit ...

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Extrait

MHP
Customer Access
Reception Audit
September-December 2009
Pat Goldfeather, Customer Service Development Manager (report)
Pauline Jobe, Customer Feedback Co-ordinator (Graphs & tables)
Policy and Performance
Page - 1 - of 11
1.
Introduction
In January 2008 Policy & Performance commissioned residents to audit MHP’s reception areas. These
audits are now carried out 6 monthly. The aim in 2008 was to complement and replace the audits
carried out by Quality Housing Services (QHS). Our current audit covers more areas than the QHS
audit and is regularly reviewed and developed to ensure it meets the needs of MHP.
This report shows the results of the audit carried out between 17
September and 11 December 2009.
The aim of the audit is to check the physical accessibility and appearance of reception, the helpfulness
and knowledge of staff and that key information leaflets are displayed.
Across the partnership, 10 reception areas were audited.
2.
Methodology
The audit question and marking sheet is regularly reviewed based on feedback from the auditors,
member organisations and the Access and Customer Care KLOE.
The audits were carried out by two residents, one audited Granta and the other Clapham Park Homes,
MHT London and Spirita. Having one auditor carrying out the majority of the audits enables more
effective benchmarking across the member organisations.
The audit question and marking sheet is completed by the auditor onsite and is countersigned on the
day of the audit by a member of the local customer service management team after discussing the
findings.
The procedure was altered from the previous year’s program. The member organisations were not
advised when the audits would take place.
The audits commenced on 17 September 2009 and ran through until 11 December 2009.
Audits were completed in 10 reception areas across the partnership: Alexander Place, Chalkhill,
Edmonton, MHT House, St Martins, Canalside, Clapham Park Homes, Raleigh House, Gedney Avenue
and Granta Horizon Park.
An audit marking sheet attached shows the areas checked. (Appendix 1)
Some questions were marked out of ten and some were yes/no answers.
The summary results and the response from the member organisations will also be sent to the
Customer First Committee, Customer First Group, the National Residents Group and the Resident
Involvement Working Group.
Each member organisations receives a report which is specific to them. That report includes auditor
comments and Policy and Performance recommendations specific to the member organisation. The
specific report also shows which leaflets were available in reception marked against the recommended
list.
The recommendations made by Policy & Performance are included in an action plan attached to each
specific report, on which the member organisation should report progress within 8 weeks of receipt.
Each member organisation also receives a copy of this aggregate report.
3.
Interpretation of data
The charts within this report are shown in numbers rather than percentages due to the small sample
size.
Page - 2 - of 11
4.
Receptions audited
MHT London
Alexander Place
Chalkhill
Edmonton
Canalside
MHT House
St Martins
Clapham Park Homes
Headlam Road
Spirita
Raleigh House
Gedney Avenue
was audited, however, as this office is part time (open two mornings per week),
the results are not shown in the aggregate report. The results are shown in the Spirita specific
report.
Granta Housing Society
Horizon Park
5.
Results
All findings in this report are shown against the last audit (carried out between April and June 2009).
In
addition the availability of 41 key information leaflets was checked. The results of the check on leaflets
are contained in the member specific reports and not this aggregate report.
There are no recommendations within this report, as they are shown in the member specific reports.
6.
Receptionist
The receptionist was rated on friendliness, helpfulness, patience and knowledge. They were rated by
the auditor from their perspective as a customer out of a possible score of 10 (where 1 is extremely
poor & 10 excellent).
The scores are based on who was working on reception on the day of the audit. In some cases it may
not be the regular receptionist. Each member organisation will be supplied with the name of the person
on reception where it has been mentioned in comments.
6.1
6.2
Friendliness
9
9
9
8
9
9
9
9
9
8.89
9
8
9
8
9
8
8
9
7.67
1
0
2
4
6
8
1
0
Alex Place
Chalkhill
Edmonton
Canalside
MHT-House
St Martins
CPH
Raleigh House
Granta
All
Oct-09
Apr-09
Helpfulness
9
9
9
8
9
9
9
9
10
9.00
8
9
9
8
8
8
8
9
7.56
1
0
2
4
6
8
1
0
Alex Place
Chalkhill
Edmonton
Canalside
MHT-House
St Martins
CPH
Raleigh House
Granta
All
Oct-09
Apr-09
6.3
6
.
4
Patience
9
9
9
8
9
9
9
9
9
8.89
8
9
9
1
8
8
8
8
9
7.56
0
2
4
6
8
1
0
Alex Place
Chalkhill
Edmonton
Canalside
MHT-House
St Martins
CPH
Raleigh House
Granta
All
Oct-09
Apr-09
Knowledge
9
9
9
8
9
9
9
9
9
8.89
8
9
9
1
9
8
8
8
9
7.67
0
2
4
6
8
1
0
Alex Place
Chalkhill
Edm onton
Canalside
MHT-House
St Martins
CPH
Raleigh House
Granta
All
Oct-09
Apr-09
Page - 3 - of 11
7.
First impressions
Each reception area was rated on tidiness, cleanliness and overall appearance. They were rated by the
auditor from their perspective as a customer out of a possible score of 10 (where 1 is extremely poor &
10 excellent).
7.1
7.2
Tidiness
9
9
9
8
9
9
9
9
9
8.89
8
9
8
4
8
8
8
8
10
7.89
0
2
4
6
8
1
0
Alex Place
Chalkhill
Edmonton
Canalside
MHT-House
St Martins
CPH
Raleigh House
Granta
All
Oct-09
Apr-09
Cleanliness
9
9
9
8
9
9
9
9
9
8.89
8
9
8
6
9
9
8
8
10
8.33
0
2
4
6
8
1
0
Alex Place
Chalkhill
Edmonton
Canalside
MHT-House
St Martins
CPH
Raleigh House
Granta
All
Oct
09
Apr
09
7.3
Overall Appearance
9
9
9
8
9
9
9
9
10
9.00
8
9
8
4
8
8
8
8
10
7.89
0
2
4
6
8
1
0
Alex Place
Chalkhill
Edmonton
Canalside
MHT-House
St Martins
CPH
Raleigh House
Granta
All
Oct-09
Apr-09
Page - 4 - of 11
8.
Reception environment and approach
The auditor completed a template marking with either yes or no for each question (attached appendix
1). The red area on each graph shows where the auditor marked as no.
8.1
1
2
1
1
1
1
6
4
2
1
1
1
1
1
4
4
1
1
1
1
6
6
2
1
1
1
1
1
5
4
1
1
1
2
2
2
1
1
1
0
1
2
3
4
5
6
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
MHT-
London
Spirita CPH Granta MHT-
London
Spirita CPH Granta MHT-
London
Spirita CPH Granta MHT-
London
Spirita CPH Granta
Is the approach to the
office well signposted?
Are the office hours clearly
displayed outside the
Do the doors open
automatically?
Is there a level access
entrance?
No
Auditor Findings
Auditors reported that the approach to some of the offices was not well signposted
There were two offices that did not have their office hours displayed outside, one had the hours
displayed inside reception and the other has a display board on order.
Three offices do not have automatic doors; however Clapham Park Homes has a bell to attract staff
attention should a wheelchair user want to access the office. Whether the other offices have a system
where wheelchair users can attract attention of staff to aid access is unclear.
8.2
5
6
2
1
1
1
1
1
6
6
2
1
1
1
1
1
6
6
2
1
1
1
1
1
6
6
2
1
1
1
1
1
1
0
1
2
3
4
5
6
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
MHT-
London
Spirita
CPH Granta MHT-
London
Spirita
CPH Granta MHT-
London
Spirita
CPH Granta MHT-
London
Spirita
CPH Granta
Is the general area free from
litter, well maintained?
Is the office welcoming?
Is the temperature within
reception an acceptable level?
Are the floors even & clear
from hazards?
No
Page - 5 - of 11
Auditor Findings
All offices were reported as being free of litter and well maintained externally and welcoming internally.
8.3
6
6
2
1
1
1
1
1
6
5
2
1
1
1
1
1
5
5
1
1
1
1
1
1
5
5
2
1
1
1
1
1
1
1
1
1
1
0
1
2
3
4
5
6
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
MHT-
London
Spirita
CPH
Granta
MHT-
London
Spirita
CPH
Granta
MHT-
London
Spirita
CPH
Granta
MHT-
London
Spirita
CPH
Granta
Is the reception desk visible when
you enter reception?
Is the reception attended by a
receptionist?
Is the receptionist wearing a name
badge?
Does the reception desk have a
lowered area for wheelchair users?
No
Auditor Findings
One reception was not attended as the receptionist is part time. The auditor was assisted by another
member of staff. It is unclear whether the auditor had to ring a bell or the reception is visible from the
main office.
One office does not have a lowered area of reception for wheelchairs users.
8.4
6
6
2
1
1
1
1
1
5
6
2
1
1
1
1
1
2
1
1
1
1
1
1
1
6
6
2
1
1
1
1
1
6
6
2
1
1
1
1
1
1
4
5
1
0
1
2
3
4
5
6
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
MHT-
London
Spirita CPH Granta MHT-
London
Spirita CPH Granta MHT-
London
Spirita CPH Granta MHT-
London
Spirita CPH Granta MHT-
London
Spirita CPH Granta
Is there access to toilets?
Is there disabled access
toilets?
Is there baby changing
facilities?
Are there any private rooms
available?
Is there wheelchair access
to private rooms?
No
Auditor findings
Four out of six MHT London offices do not have baby changing facilities
.
Page - 6 - of 11
8.5
5
6
2
1
1
1
1
1
5
6
2
1
1
1
1
1
6
6
2
1
1
1
1
1
3
1
3
6
2
1
1
1
1
0
1
2
3
4
5
6
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
MHT-
London
Spirita
CPH Granta MHT-
London
Spirita
CPH
Granta MHT-
London
Spirita
CPH
Granta MHT-
London
Spirita
CPH
Granta
Is there a hearing loop in
reception?
Does the receptionist know
how to use it?
Do the private rooms have
hearing loops?
Is there a queuing system in
reception?
No
Auditor Findings
There is no formal queueing system across MHP that monitors wait time. Acceptable wait times are
one of MHP’s standards of service. Spirita have identified a system that is in use by Rushcliffe Borough
Council. This is now being reviewed by the Business Programme Office (BPO) which is developing the
system for MHP. A formal system should be implemented across MHP following development by the
BPO
8.6
6
6
2
1
1
1
1
1
4
5
2
1
4
6
1
1
1
1
1
2
1
1
1
1
1
1
1
0
1
2
3
4
5
6
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
MHT-
London
Spirita
CPH
Granta
MHT-
London
Spirita
CPH
Granta
MHT-
London
Spirita
CPH
Granta
Is there a seating area?
Are there any seats which are
suitable for elderly/disabled?
Is there a space for a wheelchair
in the waiting area?
No
Auditor Findings
Higher seats with arms that are suitable for the elderly or disabled are not in place in three of MHP’s
offices. Clapham Park Homes have seating that is bolted together in units, so they bring through higher
seats on request.
Page - 7 - of 11
8.7
2
6
1
1
1
1
1
4
1
1
1
1
4
6
2
1
1
1
1
1
4
6
2
1
1
1
1
1
4
2
1
5
2
2
1
2
2
0
1
2
3
4
5
6
Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct
MHT-
London
Spirita
CPH
Granta
MHT-
London
Spirita
CPH
Granta
MHT-
London
Spirita
CPH
Granta
MHT-
London
Spirita
CPH
Granta
Is there British Sign Language
available?
Is Braille available?
Is there an interpretation/translation
service available & advertised?
Does reception have a display which
allows the visitors who do not speak
English to point to their language in
order to access interpretation service?
No
Auditor Findings
Braille is not available at 3 offices. This may be disadvantaging some customers and is not giving
consistent access to alternative formats across the partnership.
8.8
5
6
1
1
1
1
1
1
5
6
1
1
1
1
1
1
2
1
1
1
1
5
6
2
1
1
1
1
1
1
1
1
1
6
4
1
1
1
1
0
1
2
3
4
5
6
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
Apr
Oct
MHT-
London
Spirita
CPH
Granta MHT-
London
Spirita
CPH Granta MHT-
London
Spirita
CPH
Granta MHT-
London
Spirita
CPH Granta
Is there a play area or
facilities for children?
Is there any reading material
for adults?
Is there a TV?
Is there drinking water?
No
Auditor Findings
There are adult and child distractions in all offices audited. Where there is no TV there are other
distractions. Drinking water is provided in all receptions across the partnership.
Page - 8 - of 11
9.
Information and Documentation
9.1
5
6
1
1
1
1
1
1
5
6
1
1
1
1
5
6
2
1
1
1
1
1
4
5
1
1
1
1
1
1
1
1
1
2
1
1
1
0
1
2
3
4
5
6
Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct
MHT-
London
Spirita
CPH
Granta
MHT-
London
Spirita
CPH
Granta
MHT-
London
Spirita
CPH
Granta
MHT-
London
Spirita
CPH
Granta
Are the leaflets well stocked?
Are the leaflets accessible to all? e.g
wheelchair users
Are leaflets available in other
languages?
Is there a list displayed which shows
all available leaflets?
No
Auditor Findings
The auditors found all leaflets to be well stocked although there were some key leaflets missing. These
have been highlighted to each office in their specific report.
Due to space issues it is sometimes difficult to ensure that all key leaflets that are displayed can be
reached by all customers; therefore it is important that the available leaflets list is prominently displayed
and states that any leaflet can be requested from the receptionist. Policy and Performance are working
with Communications to ensure that key leaflets are displayed and regularly audited. The results of
these audits will be shared with Communications.
9.2
3
5
1
1
1
1
1
2
4
2
1
1
1
1
1
2
2
1
1
2
1
1
1
4
2
4
4
2
1
1
1
0
1
2
3
4
5
6
Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct Apr Oct
MHT-
London
Spirita
CPH
Granta
MHT-
London
Spirita
CPH
Granta
MHT-
London
Spirita
CPH
Granta
Is there any publicity about mutual
exchange?
Is there any local information? E.g
police, environmental health etc
Is there a suggestion box?
No
Auditor Findings
Two offices are not providing any local information relating to the area where the reception is located
Page - 9 - of 11
Three offices provide a suggestion box which gives customers an opportunity to comment on our
services and make suggestions for improvement
9.3
3
4
2
1
1
1
1
3
4
1
1
1
1
1
3
4
1
1
1
1
3
2
1
1
0
1
2
3
4
5
6
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
A
p
r
O
c
t
MHT-
London
Spirita
CPH
Granta
MHT-
London
Spirita
CPH
Granta
MHT-
London
Spirita
CPH
Granta
Is there a notice board?
Is there local events displayed ?
Is the notice board up to date?
No
Auditor findings
Two offices do not have a notice board. Where a notice boards do exist all offices display local events
and keep these up to date.
9.4
There are 21 key MHP leaflets and 20 non-MHP leaflets that member organisations are advised
to display.
This is being reviewed with Communications team.
MHT-London
CPH
Spirita
Granta
Leaflets
Alex
Place
Chalkhill
Edmonton
MHT
House
St Martins
Canalside
MHP
21
19
19
16
19
18
19
17
19
13
Non MHP
20
18
19
18
11
9
3
20
19
17
The above chart shows how many MHP leaflets and non-MHP leaflets were displayed at each office on the
day of the audit.
Granta Housing have their own branded leaflets, the auditor has marked their leaflets as closely as
possible to the MHP leaflets.
Detailed information highlighting which leaflet was missing is included in the member organisations’
specific reports.
Page - 10 - of 11
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