Take a good look in the mirror: how client feedback can build trust, grow your business and make you compliant.

12 Apr

*[Image Description: Two women, both with long dark hair are sitting in a warmly lit cafe, talking with their hands. They’re both smiling.]*

For many reasons, a culture of fear surrounding negative feedback has emerged within the provider-participant relationship in an NDIS context, holding back both the pursuit of best practices and the development of strong client relationships. This fear - and, let’s be clear, the responsibility for this fear sits solely with Providers, not only impedes compliance with the NDIS Quality and Safeguards Commission obligations but also undermines the very foundation of quality care and support that participants deserve and so many service providers claim to be striving for.

Learning and growth, rather than ego and shame

At the heart of this issue lies a reluctance to confront and address areas of improvement - and there are many, as is apparent from the NDIS Review Report and the Disability Royal Commission. Many service providers view negative feedback as a threat to their reputation or competence, fearing the implications it may have on their business. But, by shying away from feedback, they inadvertently continue a cycle of sameness and missed opportunities for growth. Embracing feedback, whether positive or negative, is essential for continuous improvement and professional development.

Compliance and consequences

The reality is, failure to fully embody the obligations outlined in the NDIS Code of Conduct can have serious consequences for service providers. Compliance with these obligations is not merely a box-ticking exercise but a fundamental commitment to ethical and professional service delivery to participants. By avoiding feedback or dismissing its importance, service providers risk falling short of these obligations, when more often than not a routine, simple, strategic conversation may be all it takes to maintain compliance and best practice.

Build trust through listening to hear, rather than respond

Beyond compliance concerns, the culture of fear surrounding negative feedback also undermines the trust and rapport between service providers and their clients. Participants rely on service providers to listen to their needs, respect their choices, and address their concerns effectively. When service providers prioritise their own discomfort over the feedback and experiences of their clients, it erodes the foundation of trust upon which meaningful relationships are built.

Open communication builds continuous improvement

There is a path forward and the majority of service providers fully embody the ethos of transparency, autonomy and compassion that the NDIS code of conduct champions. Service providers must recognise that feedback, whether positive or negative, is a valuable source of insight and learning. Instead of viewing feedback as a threat, they can embrace it as an opportunity for growth and improvement. This requires fostering a culture of open communication, where feedback is welcomed, acknowledged, and acted upon constructively.

Think about when and where to have that chat

The best way to foster an environment for open communication between your clients and staff/the business is to integrate strategic - but not inconvenient or awkward - conversations (and some form of reporting) within current business practices.