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A summary of work carried out in 2006/07 can be read by following the links in the related links section below.

How do we listen to our customers?
Throughout the year a wide range of listening methods are used including:

• Questionnaires: postal, telephone and face to face surveys have been used to gauge customer satisfaction to drive improvement (Ref: Comprehensive Survey Programme).

• Advocates: independent advocates have helped individuals with the completion of questionnaires both to read through the questions and complete the forms.

• Interviews: both structured and semi structured interviews and either face to face or telephone interviews. Call Derbyshire has been instrumental in completing telephone interviews.

• Exit questionnaires: questionnaires are distributed at the end of an event e.g. a Short stay in one of the county’s residential homes for older people.

• Focus groups: this effective method of consultation enables groups of stakeholders, users, carers and staff to take part as a group. This facilitates exploration, development, sharing and prioritising of issues.

• Consultation/activity days: these bring together a wide range of people to participate in a range of activities to explore issues and ideas. (50+ Forums, Inclusive Forums – Supporting People).

• Discussion forums: used to share and discuss a range of topics.