Listening to consumers, their families and carers, is critical to succeed in an increasingly competitive climate. For example, the commencement of the National Disability Insurance Scheme (NDIS) and emergence of disruptive technologies, introduces informed choice. As purchasing power shifts to individual consumers, they will become more critical in their choice of service.
To meet their due diligence responsibilities, Directors must have an effective oversight of the processes in place to engage with consumers to effectively monitor and manage the quality and safety of services. Understanding what consumers think about the services you provide is a pressing necessity in an environment where consumers have greater choice, and perhaps more mobility and less loyalty.
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