Meals On Wheels Of Tarrant County

Who are the people you serve with your mission?

Meals On Wheels provides home delivered meals to homebound individuals who are physically or mentally unable to prepare a nutritious meals on their own and do not have a reliable source of help. Supplemental nutrition meals are provided to persons who are 60 years of ager or older and lack access to nutritious food but are able to prepare their own meals.

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

Electronic surveys (by email, tablet, etc.), Paper surveys, Case management notes, Constituent (client or resident, etc.) advisory committees, envelopes provided with space for comments,

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 identify where we are less inclusive or equitable across demographic groups, 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?

The most frequent changes made based on feedback relate to items included on the menu. Overall, our clients are quite happy with the service they receive, the volunteers visiting each day, their case managers, and the office staff who make phone calls to check on their well-being. The supplemental nutrition portion of the meal program is new. We identified a segment of the population that had no access to resources such as food pantries and grocery stores. This group of people were capable of preparing their meals but simply did not have access to nutritious food. In 2020 we assumed responsibility for the congregate meal program. Centers are slowly reopening for meal service. We delivered to homes and offered drive by pick up during the pandemic.

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?

Asking for feedback from people receiving our services is vitally important. The option to choose between two entrees, choice meals, is a primary example of communicating with clients to learn what we could do better to assist them remain independent at home for as long as possible. When clients have the power to choose their meal of preference, the overall approval rate improved.

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

We collect feedback from the people we serve at least annually, 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 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,