Feedback That Builds Trust

Will, EnableUs Community

Hey everyone, welcome back to Finding Participants. I'm Will, and as always, I'm here with Winter. Today we're diving into something that, honestly, I think gets overlooked way too often—feedback. Not just ticking a compliance box, but actually using feedback to build trust and grow as a provider.

Winter, EnableUs Community

Yeah, hi everyone! I love this topic because, well, feedback is kind of the heartbeat of good service, right? It's not just about meeting the Quality and Safeguards Commission standards—although, obviously, that's important. It's about making people feel heard and valued. When you get that right, you see fewer complaints, and people actually want to stick around.

Will, EnableUs Community

Exactly. And, look, I had this experience a while back—I'll keep it short, but we had a participant who was, honestly, pretty unhappy. Instead of just apologizing and moving on, we set up a really simple feedback loop. Just a couple of check-ins, nothing fancy. But we actually listened, made a few changes, and let them know what we'd done. Not only did they stay, but they started telling their mates about us. Total turnaround. I reckon that's the power of feedback done right.

Winter, EnableUs Community

That’s such a good example. And it’s not just about fixing problems, either. When people see their feedback leads to real change, it builds loyalty. They feel like they’re shaping the service, not just receiving it. That’s huge for trust.

Will, EnableUs Community

Yeah, and it’s proactive too. If you’re collecting feedback regularly, you can spot little issues before they turn into big complaints. It’s like, you’re not waiting for someone to get frustrated enough to make a formal complaint—you’re already on it.

Winter, EnableUs Community

And that’s what the Commission wants to see, right? Not just that you have a feedback form somewhere, but that you’re actually using it to improve. It’s about continuous improvement, not just compliance for the sake of it.

Will, EnableUs Community

So, let’s talk about how you actually get that feedback. Because, honestly, if it’s too hard or intimidating, people just won’t bother. I’ve seen providers with these long, formal surveys—no one wants to fill those out. You gotta make it easy and safe.

Winter, EnableUs Community

Yeah, totally. I’ve seen some really creative approaches. Like, some providers use short online surveys, others do quick text check-ins, or even just a friendly phone call. And for in-person services, anonymous suggestion boxes can work really well. The key is to offer a few different options, so people can choose what feels comfortable for them.

Will, EnableUs Community

And it’s not just about the method, it’s the questions too. If you just ask, “Are you happy with our service?” you’re not gonna get much. But if you ask, “What’s one thing we could do to make your support feel even better?” or “Is there anything you wish we did differently?”—that’s when you get the gold.

Winter, EnableUs Community

Yeah, and don’t forget to ask how comfortable people feel giving feedback in the first place. Sometimes, just asking that question opens up a whole new level of honesty. Oh, and I wanted to share this quick example—a provider I know started collecting feedback not just from participants, but also from family members. They realized there was a lot of confusion during onboarding, so they tweaked their process. Suddenly, everyone felt more confident and supported from day one. It was such a simple change, but it made a massive difference.

Will, EnableUs Community

That’s a great point. And, like, don’t just stop at participants—get feedback from staff, support workers, even referral partners if you can. The more perspectives you have, the better you can spot what’s working and what’s not.

Winter, EnableUs Community

Exactly. It’s about building a full picture, not just ticking a box. And honestly, when you make feedback feel like a conversation instead of an assessment, people are way more likely to open up.

Will, EnableUs Community

Alright, so you’ve collected all this feedback—now what? This is where a lot of providers drop the ball. It’s not enough to just gather comments; you’ve gotta actually do something with them. Look for patterns, not just one-off remarks. Like, if you keep hearing about confusion during onboarding, that’s a sign to dig deeper.

Winter, EnableUs Community

Yeah, and when you spot those recurring themes, that’s where you focus your energy. Maybe it’s communication gaps, or maybe it’s mismatched personalities between staff and participants. Whatever it is, prioritizing those big-picture issues makes your improvements way more effective.

Will, EnableUs Community

And the real magic happens when you close the loop. Like, actually go back to participants and say, “Hey, thanks for your feedback about our intake form. We’ve shortened it and made the instructions clearer.” That’s how you show people their voice matters. It’s not just feedback for the sake of it—it’s feedback that leads to action.

Winter, EnableUs Community

I love that. And it’s not just about fixing problems, either. Positive feedback is just as important. Share those wins with your team—celebrate what’s working. I know a provider who used both staff and participant feedback to reshape their training programs. They didn’t just fix what was broken; they also celebrated team successes. It boosted morale and made everyone feel like they were part of something bigger.

Will, EnableUs Community

Yeah, and don’t forget, all this stuff helps with audit readiness too. If you can show how you collect, review, and act on feedback, you’re not just impressing auditors—you’re building a culture of listening and action. That’s what sets great providers apart.

Winter, EnableUs Community

Absolutely. So, if there’s one thing to take away from today, it’s this: listen, act, and repeat. That’s how you build trust, improve your services, and keep growing. Thanks for joining us—Will, always good to chat.

Will, EnableUs Community

Yeah, cheers Winter. And thanks to everyone for tuning in. We’ll catch you next time on Finding Participants. See ya!

Winter, EnableUs Community

Bye everyone!