Types of Feedback

Formal Feedback would usually be given in writing. This might be part of an assessment or appraisal or on a comments sheet.

Informal Feedback happens in day to day discussions with work colleagues, managers or the individuals that you provide care and support for.

The importance and value of receiving constructive feedback from others

Receiving constructive feedback about your work performance from clients, their informal carers, colleagues, supervisors and trainers enables:

• a balanced assessment of your abilities to be made. (some people may underestimate or overestimate their success and ability if only they assess their performance)
• reflection on our practice involving the need to see what we do and how others see it.
• us to make a formal assessment of progress and development less biased than if only done by ourselves or managers.
• any major difficulties to be addressed, these might include not only those related to individual attainment but to the policies and processes which our employers have asked us to follow.
• people to be rewarded for success and ability to be acknowledged as well as learning needs.
• Active to provide evidence of standards of practice, skills and knowledge for ourselves, our organisation and inspectors.

Not receiving feedback can lead to a false assessment of your own abilities.

How constructive feedback should be given

The most helpful feedback is always given positively and is constructive. It should be:

• Based on facts and describe what you could do differently or what you did well
• Be delivered tactfully, fairly and proportionately
• Focus on how to change rather than personal factors like confidence or intelligence

Remember it is often how you say something which is as important as the message you are trying to get across.

Use to answer question 2.1c and 2.2e of the Care Certificate

Who should give feedback and how?

Clients and their informal carers

This is achieved in the following ways:

• Active’s Quality Assurance Programme – Active regularly seek feedback about all aspects of service provision including the performance of staff during our Quality Assurance checks both compliments and concerns are received through this process
• Complaints, concerns, comments and compliment systems – Active operate formal procedures for people to raise concerns about the service they receive or highlight areas that have impressed them.
• General informal conversations with clients and informal carers over the phone or in their homes

Active welcomes and encourages comments from clients and views this as a way of learning, and improving our services. It also provides professional development and learning opportunities for individual staff members.

It is an important part of your role to support and encourage clients and their informal carers to raise concerns so that things that aren’t working for them can be ‘nipped in the bud’ and rectified before they become a bigger problem.   This is how we provide the best service possible.

Colleagues

You should give helpful feedback to your colleagues about their performance and the impact it has had on you and others (including clients). You should expect, encourage and seek constructive/ non-personal feedback from them.

Use to answer question 2.1c and 2.2e of the Care Certificate

Supervisors, Trainers and Assessors

Everyone involved in the supervision, training and assessing of staff will be required to give feedback on your performance. They will expect you will be able to compare their feedback and that of others with your own estimation of how well you are working.

Supervisors, Trainers and Assessors will need to carry out formal observations of your practice and assess how well you are progressing and applying your skills, knowledge and areas where you need to achieve better results. This is necessary to ensure that you are working to the correct standards.

How Receiving Feedback Helps you to Develop

Receiving constructive feedback about your work performance from clients, their supervisors, trainers and assessors helps you to:

• Gain a realistic view of your abilities
• Develop your confidence and ability to solve problems
• Develop awareness of your strengths as well as areas for improvements
• Develop your skills
• Provide clarity and give you the ability to meet the standards required

Use to answer question 2.1c and 2.2e of the Care Certificate