Musa Masala

Who are the people you serve with your mission?

We provide assistance to the Wongchhu Sherpa Memorial Hospital in Nepal. We have scholarship students that are provided a full education in nursing and medical specialties, we run a twice a year dental camp. We also provide educational materials for safe, healthy and culturally aware mountain travel. At each step we ask for feedback and collect information on the effectiveness of these programs and help and improve where we can.

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

Paper surveys, Focus groups or interviews (by phone or in person), Community meetings/Town halls, Suggestion box/email, Interviews ,

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?

Students need tutoring before they can take entrance exams. We provide that for them. Dental camps need more time as the days stretch too long. Climbers and trekkers need more information on illness prevention.

With whom is the organization sharing feedback?

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

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

It opens the community for more conversation and allows us to set up for more services. Our students are better prepared for school and work.

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

We collect feedback from the people we serve at least annually, We take steps to get feedback from marginalized or under-represented people, 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, We ask the people who gave us feedback how well they think we responded,

What challenges does the organization face when collecting feedback?

It is difficult to get the people we serve to respond to requests for feedback, We don’t have the right technology to collect and aggregate feedback efficiently,