Securing Support: Strategies to Retain Your NDIS Participants
When running an NDIS business, a lot of time, energy, and attention is spent on finding and acquiring Participants. Look at any NDIS Facebook group, and you will find several posts about getting more Participants. However, there doesn’t seem to be as much importance placed on retaining Participants. The latter is just as important, if not even more crucial. In a space where your reputation is everything, this ability to be consistent with the level of service you provide over the long term and build trust with Participants, Carers, Support Coordinators and Stakeholders is crucial. In this blog, we will look at some key strategies to assist you in retaining Participants by focusing on their experience.
Regularly Touch Base: It's All About Communication
One of the most effective ways to retain NDIS Participants is through regular, meaningful communication. This goes beyond scheduled meetings or reviews; it involves consistently checking in to see how they’re doing and whether their current support plan is meeting their needs. Simple gestures like a phone call or email to ask, ‘How are things going?’ can create a deeper sense of connection and trust with the people you support.
Encourage your Participants to reach out with feedback at any time and ensure that they know all the ways they can give feedback to you and your team. Ensure your organisation is meeting the quality indicators around feedback and complaints.
In short, the NDIS indicators for feedback and complaints are,
- Each Participant has knowledge and access to the provider's complaint management system.
- Each Participant is provided with feedback on how they can make a complaint.
- Continuous improvement as a result of the organisation's complaints and feedback mechanism.
- All staff are trained in how to handle complaints and feedback.
For more information on the NDIS standards, head here.
By being proactive about feedback, you not only reduce the risk of dissatisfaction but also show Participants that their thoughts and feedback matters.
NPS Scores: Measure and Improve Retention Efforts
The Net Promoter Score (NPS) is a powerful tool to gauge Participant satisfaction and loyalty. It’s a simple metric that asks Participants how likely they are to recommend your service to others, measured on a scale of 0 to 10. The responses are categorised into three groups:
- Promoters (9-10): These are your loyal Participants who are highly satisfied with your service and are likely to recommend you to others.
- Passives (7-8): These Participants are satisfied but not enthusiastic, making them vulnerable to leaving if a better option comes along.
- Detractors (0-6): These Participants are dissatisfied and may discourage others from using your services.
Understanding the breakdown of your NPS scores provides you with valuable insight into your Participants’ experiences. However, the real value comes from using this data to take action.
How to Take Action Based on NPS Scores
- Focus on Promoters
Your promoters are your advocates. They are not only happy with your service but are likely to refer others. Strengthening relationships with these Participants can lead to more referrals and a stronger retention rate. Regularly engage with them through personalised updates, offer rewards for referrals, or simply thank them for their loyalty. They should feel appreciated for their support. - Engage Passives
Passives are a critical group because they’re on the fence. They’re generally satisfied, but something might be holding them back from becoming true advocates. Reach out to passives to understand why they aren’t fully satisfied. You can use targeted surveys or personal check-ins to identify what improvements would turn them into promoters. Sometimes, small changes, like improving communication or providing more information about services, can significantly boost their satisfaction. - Address Detractors with Care
Detractors require immediate attention. These Participants are at risk of leaving and may negatively impact your reputation by sharing their dissatisfaction with others. The key is to approach detractors with understanding and a genuine desire to resolve their concerns.
Reaching Out to Detractors
When reaching out to detractors, it's important to remember that they're offering you valuable feedback, even if it’s critical. Here’s how you can effectively engage with them.
Reach Out Personally
A personalised response shows you value their feedback and are committed to resolving their issues. Rather than sending a generic email, reach out with a personalised message or phone call. Start the conversation by acknowledging their concerns and letting them know you’re here to listen and help.
Ask for Specific Feedback
Encourage detractors to provide more detailed feedback about their negative experience. What specific issues led to their dissatisfaction? Understanding the root cause allows you to address not just their concerns but other issues that may be affecting other Participants.
Support Your Support Workers
Retention isn’t just about the Participants themselves; it's about ensuring that your Support Workers are engaged, well-equipped, and satisfied. They are the ones interacting with Participants daily, so their level of support has a direct impact on Participant retention. Check in regularly with your Support Workers to ensure they have everything they need to do their jobs effectively. Provide regular training and support to ensure they have everything they need to perform at their best.
Set Clear Expectations with Participants
With each Participant, you should establish clear and realistic expectations from the very beginning. You can prevent frustration and disappointment by setting the scene and discussing expectations around support (from intake onwards).
For instance, if your organisation cannot guarantee the same Support Worker for each support due to scheduling or other circumstances, communicate this upfront. When a regular worker is unavailable, it’s natural to rely on the ‘team’ that has been established around the Participant. However, quite often, those team members may also be unavailable or committed to other shifts. Let's be honest, in this day and age, Support Workers are often working multiple jobs and aren’t just sitting around waiting in case someone calls in sick. In instances like this, let the Participant know you will do your best to cater to their needs but also that a member of their team may not always be available.
This is just one example of setting expectations upfront to reduce disappointment, think of all the other possible areas which could lead to frustrations and communicate this upfront.
Be Transparent About Charges
Transparency in your organisations billing practices is crucial for building trust with NDIS Participants. Charges related to cancellations, travel, and additional services can sometimes catch Participants off guard, leading to dissatisfaction. To avoid this, always be upfront about how and when Participants will be charged. Providing a clear breakdown of fees early on can prevent misunderstandings and ensure that Participants feel they are being treated fairly.
If Participants would like more information in relation to specific charges, let them know how they can get in touch and who the most appropriate person to speak to is. This type of communication and transparency can go a long way to fostering trust with the people you support.
Conclusion
Retaining NDIS Participants is not just about providing great services—it’s about communication, transparency, and support. By regularly checking in with Participants and Support Workers, measuring satisfaction through NPS scores, setting clear expectations, and being transparent about charges, you can build stronger relationships that last.
