34 paf-media.co.uk comment Whilst there’s no doubt that displaying the Quest plaque demonstrates commitment to quality services, the continuous improvement scheme is about so much more. Chris Coleman, director of Operations, Commercial & Wellness at the charity Your Trust, explains DISPLAYING the plaque for the continuous improvement tool Quest goes beyond showcasing how facilities measure up nationally. It symbolises a commitment to ongoing enhancement and community impact, leveraging the insights gained to drive substantial operational improvements and elevate the customer experience. When tackling a Quest assessment, a collective effort is crucial. The team at Your Trust emphasises a group approach to developing responses to the Quest assessment guidelines. They collaborate to gather evidence and tailor their approach to each site’s specific context. This teamwork ensures that the assessment process is not only thorough but also relevant to the unique characteristics of each facility. After the assessment, results are shared across the group, fostering an environment of shared learning and continuous improvement. By recognising that challenges and successes in one facility are likely mirrored elsewhere, Your Trust uses these insights to enhance operations across all sites. Rochdale Leisure Centre In December 2023, Your Trust gained national recognition for its high Customer Journey Quest score at Rochdale Leisure Centre, placing it among the top five in the country. Sarah Lobo, head of External Accreditations at Right Directions, praised Your Trust for its exemplary telephone manners and knowledgeable staff. She noted that their approach to handling customer feedback – routinely collected from various sources, including customers, staff and partners – was particularly impressive. The assessors also highlighted the effectiveness of their comprehensive staff training programmes, which include shadow shifts, role-play and performance monitoring. Yet, despite achieving an Excellent score for Customer Journey, Your Trust recognised room for improvement in environmental management. While their recycling efforts were significant – 30% of waste was recycled – the public perception did not reflect this. The feedback from Quest emphasised the need to communicate these efforts more transparently to customers. In response, Your Trust plans to install notice boards detailing their recycling and energy consumption practices, and offer tips on sustainability. This initiative aims to bridge the gap between perception and reality, enhancing customer awareness and engagement. The Quest Recovery assessment in June 2022 was a pivotal moment for Rochdale Leisure Centre, providing reassurance amid the challenges of the COVID-19 pandemic. Here, the assessment validated their recovery efforts, particularly in cleanliness and hygiene, which scored Excellent. The experience underscored the importance of maintaining a culture of continuous improvement, where assessments are viewed not as pressure but as opportunities to enhance service delivery. Tackling inequalities In the most recent Quest assessment, Rochdale Leisure Centre excelled in the Tackling Inequalities module. Here, the organisation was transparent about facilities and accessibility features, ensuring that customers were well-informed about what to expect. The inclusion guide for their latest facility demonstrates a proactive approach to managing expectations and accommodating diverse needs. Your Trust has used findings from previous Quest assessments to drive significant operational enhancements, including developing internal guidance for staff on transgender inclusivity. The commitment to making the transgender policy accessible online reflects their dedication to ongoing improvement and responsiveness to feedback. Quest is more than a certification; it is a tool for driving continuous improvement. By embracing the process with a focus on learning and adaptation, organisations like Your Trust can leverage the insights gained to make meaningful changes, ultimately benefiting both their operations and the communities they serve. www.yourtrustrochdale.co.uk www.questaward.org ‘The inclusion guide for their latest facility demonstrates a proactive approach to managing expectations and accommodating diverse needs’ to continuous success
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