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Q - What type of organisation could use the RateUs system?
A - RateUs is suitable for any service focused organisation that provides a planned service over a period of time.

Q - What does RateUs tell us about the organisations listed?
A - Each organisation listed has demonstrated that it wants to listen to the people who use the service, the customer or client. Based on this feedback each organisation knows where it needs to improve. Although organisations have different ratings, all those listed have demonstrated they want to listen and improve, the basic ingredients of a responsive organisation.

Q - How do I find out more about the organisation?
A - If the organisation is listed on our directory, you can click on their name and you will get an information page, written by the organisation themselves. Often this will link through to their own website giving more details. Also - if you go to our 'Links' page you can find a list of regulators or inspectorates. These register and/or inspect many organisations listed and provide public reports of their visits. These reports are detailed and are usually updated between once a year to every six years.

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Q - Why can't providers just develop their own system of user feedback?
A - They can - and many providers do have their own systems of seeking peoples' views. However, the RateUs system is unique in that it is based on 6 core 'measures'. These provide evidence in critical areas for any service-focused organisation. In addition, because these measures are standard for all participating organisations, it is possible to benchmark against others. Also, the RateUs.co.uk website promotes all participating organisations to the public, purchasers of services, and regulators. Finally, we provide additional modules that allow staff to rate their support, and to allow organisations to design their own bespoke surveys.

Q - What if customers or users of the service cannot express their views effectively?
A - As part of membership, RateUs requires a number of checks and safeguards including the need for advocacy in some cases.

Q - The site is not very user friendly for young people?
A - We are able to design entry pages specifically for particular user groups such as young people. Click here for an example.

Q - What about people who have not got Internet access?
A - Customers can complete a traditional paper questionnaire if they wish, or need to. These will then be sent to RateUs in a stamp addressed envelope and will be entered on the system.

Q - The questionnaire appears a little brief?
A - Many questionnaires are overly complex and off-putting. This standard list of 12 questions (2 for each measure) can be completed in a short time but still provide important information. There is also a 'free text' area where customers can provide more detailed feedback about the service and support.

Organisations can also opt to purchase an additional module that allows them to design their own online surveys - these can provide more service specific information and views.

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Q - How are organisation's rating calculated?
A - The rating is calculated by a combination of two factors, the total score and the number of customers responding. The total score is based on answers to 12 questions (two questions for each of the 6 measures). There is then a calculation applied that works out how many people (out of the total number) have completed a questionnaire - the lower the number of responses the more the total score is decreased. This encourages organisations to involve as many customers in completing the questionnaire as possible.

Q - We have customers who do not want to fill out forms and be involved in this type of exercise?
A - Our extensive experience of both providing services, and inspecting them, has convinced us that very few people will refuse to comment on the service they are receiving. What is critical is how it is presented to them, and how they are encouraged and supported to be involved.

Q - We already get inspected and reports are available to the public?
A - Inspection reports are usually based on a limited visit (typically between once every one to six years). Inspectors do attempt to get the views of clients, but these do not necessary impact significantly on the report, which is taking a larger view. Each questionnaire completed through RateUs is in confidence and has a direct impact on the provider's rating, and the customer can update it at any time (it is a 'live' system).

Q - We've just spent hundreds of pounds on a QA system for our organisation. Why would we need RateUs?
A - RateUs is different to any other known system. Providers' ratings are totally based on the views of customers against a standard set of measures and this information is publicly available (where the organisation chooses this). Most other systems are focused on 'inputs' - what things are done (or put in) to provide the service; RateUs is totally based on outcomes and how the service meets the expectations of clients. The system also provides other ways in which clients can provide their views ('Suggestion Box' and bespoke questionnaires). Lastly, as mentioned above, this is a 'live' system - it is a constant 'barometer' of the views of clients (and staff if required).

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Q - Do staff need training prior to membership?
A - Written information will be provided to all staff, and one identified coordinator within the organisation will receive training on the system from RateUs.

Q - What about providers that get a lower rating?
A - Even providers with a lower rating have demonstrated, by joining RateUs, that they are committed to listening to customers and improving their service. RateUs is not a directory of all providers - it is just a directory of those who value the views of their customers, and want to improve outcomes.

Q - What about data protection?
A - All customers are informed about the system, and what it involves. No personal information is provided to any third part (including RateUs).

Q - How much staff time and commitment is this likely to take?
A - Other than initial induction training into how the system works, there is virtually no other time commitment for general staff. The person identified as the coordinator will need to spend some additional time in order to monitor the results and review the organisation's responses.

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Q - How is the service rated?
A - The service is rated against 6 core 'measures'. These are 6 areas we believe are fundamental to the delivery of a quality service. Each measure has 2 underpinning questions and customers score these from 1 to 10.

Q - If the questions are standard and only cover these 6 areas, what about clients who want to give detailed comment?
A - The system also builds in an online 'suggestion box'. This allows each client to provide detailed feedback whenever they want. Comments can also be provided in the traditional way via hard copy. In addition, organisations can purchase an additional module to allow them to design bespoke questionnaires; these can be extended to any stakeholder group (e.g. relatives)

Q - Customers' views change - how often are they asked for their views?
A - They are prompted for their views once every 6 months. However, one significant advantage of this system is that people can change their rating whenever they want. On this basis it becomes a live 'barometer' of the views of the people who use the service.

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Q - What about confidentiality?
A - One of the key advantages of this system is that it builds in complete confidentiality, whilst maintaining security (i.e. only those who should can access the system). Customers can rate the organisation, or make comments, completely anonymously (unless they choose to give their name in the suggestion box).

Q - If the system is anonymous how can a larger provider respond to problems?
A - Larger organisations will know which location or 'management centre' problems are occurring in (as long as there are more than 3 users of the service there). In addition, although the organisation never sees an individual response, the system will alert the provider if an individual scores their support low in one of two critical areas (and they will know the location where this has been recorded).

Q - Who sees the ratings?
A - Ratings are provided to the organisation in detail against each measure, this allows them to focus their response (usually training). On the website at www.rateus.co.uk anybody can see how each provider is performing (if the provider chooses to display this). People visiting the site can also click on the name of the provider and get further information (at the provider's discretion). Organisations have the option of making this date public on the web site - or just using the results for internal quality assurance.

Q - Surely only the better providers will sign up for the system, does this devalue the public rating?
A - This is very likely to happen. However, our view is that any organisation that is keen to promote customer feedback will get involved. On this basis any organisation listed on this site will have demonstrated that they have an 'open' culture and an ethos of continual improvement. In our view any organisation publicly listed on RateUs will have demonstrated a level of quality, setting themselves apart from others.

Q - What if a provider only has a small percentage of clients responding but these give a high rating?
A - The system 'factors in' the number of clients responding (against the total in the service) and gives a greater weighting the greater the percentage that respond. This gives an incentive to providers to encourage as many clients as possible to be involved.

Q - What experience has RateUs got to be delivering a system like this?
A - The people involved with RateUs have significant experience in the following areas:

• Regulation and inspection- direct registration and inspection experience within both adult and children's services.
• Advisory - experience of providing professional advice at a National level within regulatory organisations and inspectorates.
• Advocacy - significant experience of both voluntary and professional advocacy and advice to adults (with a disability) and children.
• Service delivery within a range of service sectors including care, education and training.
• Database and web design to local government and major private sector organisations.
• Consultancy in system analysis and development.

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