Home > About Hope Network > Quality Standards > Customer Focus

Customer Focus

Central to our organization's mission, is a customer focus and providing person centered services. We involve our primary customers in all aspects of the organization's planning and evaluation activities through survey tools, and Improvement Project Teams which involve staff at all levels, as well as external service providers.

Extensive use is made of consumer, staff and other customer surveys. Consumer surveys include the CSQ-8 where this is feasible and various other surveys that have been designed and adapted to the functional level of the consumer and the type of services provided. Consumer survey results are aggregated and used for quality improvement.

An annual employee survey is administered to all Hope Network and Affiliate employees. There are 45 standard questions on the survey, results are tabulated, analysis conducted for each Affiliate and for Hope Network and Affiliates collectively. Various forums are afforded such as consumer councils, town hall meetings, and family meetings to obtain feedback and empower consumers in the delivery of services.