Using Feedback to Improve (and Impress Auditors)

Will, EnableUs Community

Hey everyone, welcome back to Finding Participants. I’m Will, and I’m here with Winter. Today we’re diving into something that, honestly, gets overlooked way too often—feedback. Not just the “tick the box” kind, but the stuff that actually shapes how you run your NDIS service and, yeah, how you impress those auditors.

Winter, EnableUs Community

Absolutely, Will. I think a lot of providers see feedback as just another compliance thing, but it’s so much more than that. It’s like—well, it’s the heartbeat of your organisation, right? If you’re only collecting feedback because you have to, you’re missing out on all the ways it can actually help you grow and improve.

Will, EnableUs Community

Yeah, and I mean, auditors can spot the difference a mile away. They’re not just looking for a dusty old feedback form in a folder. They want to see that you’ve got accessible processes, that you’re actually encouraging people to speak up, and that you’re tracking what comes in. Like, do you have a feedback register? Are you showing proof that you’ve acted on what people say?

Winter, EnableUs Community

Exactly. And it’s not just about complaints, either. It’s about catching issues early, improving outcomes, and showing you’re committed to ongoing improvement. That’s what really stands out in an audit.

Will, EnableUs Community

You know, I’ve got a story about this. There was this provider I worked with—won’t name names, but they were absolutely dreading their audit. Like, full-on panic mode. But instead of just scrambling to fill out forms, they actually took a step back and revamped their whole feedback process. Made it super easy for participants to give feedback, set up a proper register, and started reviewing it in team meetings. The audit? Went way smoother than they expected. And, honestly, they said it was a learning opportunity, not just a box to tick. It changed their whole culture.

Winter, EnableUs Community

That’s such a good example. It’s not about being perfect, it’s about showing you’re willing to listen and improve. And that’s what auditors want to see—real action, not just paperwork.

Winter, EnableUs Community

So, let’s talk about how you actually get that meaningful feedback. Because, let’s be honest, not everyone’s going to fill out a long survey or write you an essay about their experience. Sometimes it’s the quick, simple stuff that works best.

Will, EnableUs Community

Yeah, like those short surveys—three to five questions, plain language, nothing fancy. Stuff like, “How supported do you feel?” or “Is there anything we could do better?” And you’ve gotta give people options—paper, digital, anonymous, whatever works for them.

Winter, EnableUs Community

And don’t forget the casual check-ins. Sometimes just asking, “How’s everything going?” in a conversation can open the door to really honest feedback. I mean, you can jot down what people say and look for patterns over time. It doesn’t have to be formal every single time.

Will, EnableUs Community

Exit feedback’s another big one. When someone finishes with your service, that’s the perfect time to ask what worked, what didn’t, and why they’re moving on. You get some of the most honest answers that way.

Winter, EnableUs Community

And don’t forget about support coordinators and plan managers. They see things from a different angle and can give you insights you might miss. Plus, building those relationships helps with referrals, too.

Will, EnableUs Community

But here’s the tricky bit—making people feel safe enough to actually share. Some participants, especially if they’ve had bad experiences before, might be hesitant. So you’ve gotta reassure them that their feedback won’t affect their support, and give them lots of ways to share—verbal, digital, paper, anonymous, whatever makes them comfortable.

Winter, EnableUs Community

Yeah, and I think transparency is huge. Like, actually telling people how their feedback will be used. I remember this one participant who was really quiet at first, but after she saw that her suggestion led to a real change—like, we actually updated a process because of her—she started opening up way more. It’s that trust, you know?

Will, EnableUs Community

Totally. When people see that their voice matters, they’re way more likely to keep sharing. It’s a cycle—safe space, honest feedback, real change, more trust.

Will, EnableUs Community

Alright, so you’ve collected all this feedback—now what? This is where a lot of providers drop the ball. You can’t just let it sit in a folder. You’ve gotta log it, review it, and actually do something with it.

Winter, EnableUs Community

Yeah, having a feedback and complaints register is key. Record where the feedback came from, what was said, when you got it, what you did about it, and what happened next. Then, make it a habit to review it in team meetings. Look for patterns—like, are people mentioning the same issue over and over?

Will, EnableUs Community

And don’t just focus on the negatives. Celebrate the positive stuff, too. Positive feedback can be a massive motivator for your team. Plus, it’s gold for audits—real testimonials from participants show you’re making a difference.

Winter, EnableUs Community

I love that. There was this provider who started sharing positive feedback in their staff meetings—like, actual quotes from participants. It totally lifted the team’s energy. And when auditors came in, they used those testimonials to show real impact. It wasn’t just numbers on a page, it was real stories.

Will, EnableUs Community

That’s the thing—when you close the loop, follow up with people, and celebrate the wins, it builds trust and shows you’re serious about improvement. And, honestly, it makes audits way less stressful.

Winter, EnableUs Community

So, if you’re listening and thinking, “Is my feedback process helping me grow, or just filling a folder?”—maybe it’s time for a rethink. Make feedback your superpower, not just a compliance chore.

Will, EnableUs Community

Couldn’t have said it better. That’s all for today’s episode. Thanks for joining us, Winter—always a pleasure.

Winter, EnableUs Community

Thanks, Will. And thanks to everyone listening. We’ll be back soon with more ways to connect with the right participants and grow your NDIS service. Catch you next time!

Will, EnableUs Community

See ya, everyone!