Thank you to those of you that took part in our annual Customer Satisfaction Survey 2019.  32% of contacts responded to us and we would like to share a summary of the results with you.

The measure of performance is shown in the table below:

Css Table 2019

The above represents a percentage of ‘satisfied and ‘very satisfied’ responses.

The Centres were asked to suggest three words which describe JAUPT as an organisation, its character and personality:

 Css Image

The larger the size of the word, the more times it was mentioned.

The suggestions from respondents to increase satisfaction were:

  • Consistency across information required for applications

  • Too many course quality assurance visits for the same course

  • Consistency across Quality Assurance Auditors

  • Improve value of audits and the reports for the end user

  • Improvement to response times to telephone enquiries

  • Lack of Proactive Communications

  • Functionality of the website

After reviewing the results of the survey JAUPT will act to improve the above areas.

Consistency across information required for applications

We have been working to standardise our approach to appraising applications by holding regular standardisation meetings by following ISO principles, and, where appropriate, implementing corrective action following centre feedback.

This is an on-going process, but your feedback is important to support us in continuously improving.  If you have any feedback that you feel may help please send to enquiries@jaupt.org.uk

Too many course quality assurance visits for the same course

The QA programme is designed to reduce risk and promote continuous improvement in the delivery of periodic training. We want to see as many different courses as we can to make sure periodic training is of a suitably high quality. Sometimes, we have revisited a course being delivered because:

  • The centre didn’t tell us about a change, or told us at short notice
  • If the course is modular the centre didn’t tell us which module, they were delivering (the centre can inform us of the modules they are delivering by using the ‘Additional Comments’ field in the uploader via the JAUPT website)
  • A follow-up visit was required

JAUPT has reviewed the allocation process for Quality Assurance visitsand some procedure changes have already been implemented. System developments have been identified and are ongoing to improve effectiveness. 

Consistency across Quality Assurance Auditors

JAUPT continues to focus on the standardisation of our approach to Quality Assurance by updating guidance to support our Auditors, holding focused and regular standardisation meetings and developing our internal systems and processes.

This is an on-going process, but your feedback is vital to support us in continuously improving. If you have any feedback that we can use to feed into our standardisation meetings please send it to enquiries@jaupt.org.uk

 

Improve value of audits and the reports for the end user

As part of the consistency work JAUPT is undertaking we are developing tools to support Auditors in providing clear and detailed evidence obtained i.e. the observations made to reach an outcome. 

The aim of this is to change the reports we issue so this evidence obtained is included and centres can have more detail providing more meaningful and valuable reports.

Improvement to response times to telephone enquiries

Answering and responding to calls in a timely manner is critical to improving the service JAUPT provides.  Therefore, work is being conducted to analysis our calls to identify trends, patterns and where the service requires improvement. 

Lack of Proactive Communications

JAUPT successfully delivered several workshops and Focus Groups last year which were well received by centres.  JAUPT intends to deliver a programme of Focus Groups and workshops this year to continue to build relationships and improve our services/products.

If you have any feedback on areas of focus you would like to see covered please email enquiries@jaupt.org.uk

In addition, to the Focus Groups, JAUPT will be reviewing the information held on the website and how this can be used and improved to provide centres with helpful information.

Functionality of the website

The survey told us that many centres have issues with the login and planned training facility as well as providing us with feedback following a Quality Assurance visit.

JAUPT is working with our website providers to look at these specific areas to identify issues and solutions which will make it easier for the end user.

In addition, the ‘Website Guide’ which can be found at:  /useful-links/jaupt-processes this will be reviewed with the aim of making it easier to use.