b'Learning from feedback We believe feedback is vital so we can do more of what we are getting right and make improvements where needed. We have used the feedback to inform a rangeWe are always looking for ways to makeof improvements including:it easier for consumers to tell us what they The development of a Service Excellence think and to work with us on improving theFramework. This framework outlines the way we work and deliver services.foundations of quality and safety for allUniting servicesIn 2020 we put in place a new Incident and Changes to our website to make it easier to find Feedback Management System. This allows us information on how to provide feedback, child to track all incidents and feedback, understand safety, rights and responsibilities and privacy.the information being provided about ourAs a Child Safe Organisationwe have started services and use this to make improvements.working with younger consumers to design In the past year we received 1277 records consumer feedback processes for children and of feedback from our consumers. This isyoung people.nearly double the 684 records of feedback the year before.Of the feedback received from consumers in the past year, 83% was positive. Of this positive feedback, 94% of those consumers complimented the quality of services delivered to them and a further 6% complimented the compassion demonstrated by our staff. Consumer Complaints comprised 17% of all feedback feedbackof which 54% related to the quality ofservice delivered.Leave feedbackCompliments about service quality 78%Compliments about values 5%Complaints about service quality 9%Other complaints 8%Uniting Vic.Tas Annual Report 2020-2021 11'