Well Spouse Association

Who are the people you serve with your mission?

The spouses and partners of people living with chronic illness and/or disability.

How is your organization collecting feedback from the people you serve?

Electronic surveys (by email, tablet, etc.), Paper surveys, Focus groups or interviews (by phone or in person), Community meetings/Town halls,

How is your organization using feedback from the people you serve?

To identify and remedy poor client service experiences, To identify bright spots and enhance positive service experiences, To make fundamental changes to our programs and/or operations, To inform the development of new programs/projects, To strengthen relationships with the people we serve, To understand people's needs and how we can help them achieve their goals,

What significant change resulted from feedback?

Prior to the pandemic, most of our events were held in person, and people loved to meet other members. Peer support is our model, after all. We shifted to a Zoom model for our events during the pandemic which has been well-received, with one exception - surveys showed that people wanted our larger events on Zoom to have more member interaction. We have been able to use smaller Zoom meetings for some events to encourage members to build connections between each other directly.

With whom is the organization sharing feedback?

The people we serve, Our staff, Our board, Our funders, Our community partners,

How has asking for feedback from the people you serve changed your relationship?

It encourages accountability and ensures we are responding to their needs for support.

Which of the following feedback practices does your organization routinely carry out?

We aim to collect feedback from as many people we serve as possible, We take steps to ensure people feel comfortable being honest with us, We look for patterns in feedback based on demographics (e.g., race, age, gender, etc.), We look for patterns in feedback based on people’s interactions with us (e.g., site, frequency of service, etc.), We engage the people who provide feedback in looking for ways we can improve in response, We act on the feedback we receive, We tell the people who gave us feedback how we acted on their feedback,

What challenges does the organization face when collecting feedback?

We don't have any major challenges to collecting feedback,