Liz maps the way to a better customer experience

18 August 2017

18 Aug 2017

Liz Ellis is the new SEEDS Customer Experience Officer.

Her role will see her engage with customers, family members, staff and other stakeholders to understand their customer experience with SEEDS and constantly improve it.

The community at our specialist school, St Paul’s College, know her well. She previously helped families at the school navigate disability support services and especially the NDIS.

Liz is a seasoned representative on disability consultation groups. Liz’s involvement stretches to the Victorian Government’s Public Transport Access Committee, the Association for Children with a Disability’s Committee of Management, Outer East Primary Care Partnership’s Consumer Reference Group and Partners in Recovery’s Recovery Focused Advisory Committee.

“Customers need a place, or a way to give feedback to a service provider. Sometimes people have thoughts but they don’t necessarily have anywhere to put them. We want to reflect on what we’re doing well, what we can improve on, and what we can change. This improves someone’s service and changes their experience,” Liz said.

She will head the new SEEDS Customer Experience Committee.

The SEEDS Customer Experience Committee has representatives from service users and family members. Liz would like to see the group providing suggestions back to SEEDS service areas on their own experience.

“We want to hear people’s personal experience and we want to use it positively. We will provide feedback about services, gather the experience of other service users, give feedback on resources and public material, such as the SEEDS website,” she said.

“We want to keep providing great staff who are the best fit and have had quality training. We want to keep offering flexibility to our customers – sometimes this means finding someone to suit specific roles, such as people who are best suited to home environments, or others who are better in community and social or professional environments.”

Your feedback makes us excellent

SEEDS welcomes feedback as we are committed to continuous improvement.

You can do this by filling out a VMCH form, send an email, write a letter, or talk to a manager or staff member. All VMCH staff record feedback, complaints or grievances in a database. Senior staff review the information and respond.

If you are not satisfied with the outcome you can refer the matter to the VMCH SEEDS General Manager or VMCH CEO by calling: 1800 036 377 or the Victorian Disability Services Commissioner on: 1800 677 342. You can also learn more about the SEEDS Customer Experience Committee by calling 1800 798 921.

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We here at VMCH respectfully acknowledge the traditional owners of the lands on which we gather, and we would like to take a moment to honour the fact that we live on the lands of the oldest civilisation in the world. We acknowledge the stories, traditions and wisdom of Aboriginal and Torres Strait Islander peoples, and pay our respects to their elders past, present and emerging.