Quest Mystery Visitor Report

Transcription

1 Quest Mystery Visitor Report Details of Mystery Visit at: Operating organisation Date(s) of Visit Time(s) of Visit 12.25pm Facilities viewed Reception Pool Viewing Area Male Pool Changing Rooms Main Pool (Teaching Pool adjacent) Gym Creche Learning Hub Meeting Room Main Hall Group Training Area Squash Courts Café Beauty Salon Outdoor Areas Athletics Track Car Park Vale Farm Sports Centre Leisure Connection operation on behalf of Brent Council

2 Activities undertaken swimming refreshments Note: some elements of the Mystery Visit have been scored on a 1 4 basis. 1 = Poor, 2 = Fair, 3 = Good, 4 = Excellent These are shown within the report in the boxes and represent the views and observations of the Mystery Visitor during their Visit. The scores will be used by the Assessor and represent up to 7% of the total Assessment score. Context of Visit: Management Issue Best Practice Principle Score out of 4 Management Issue Best Practice principle Score out of 4 FOP 2 Cleanliness BPP4 3 FOP 7 Changing Rooms BPP1 3 FOP 3 Housekeeping & Presentation BPP4 4 CR 1 Customer Care BPP2 3 FOP 3 Housekeeping & Presentation BPP6 3 CR 1 Customer Care BPP6 3 FOP 3 Housekeeping & Presentation BPP7 3 CR 1 Customer Care BPP7 2 FOP 4 Maintenance BPP8 3 CR 5 Bookings & Reception BPP3 2 FOP 6 Environmental Management BPP5 3 CR 5 Bookings & Reception BPP4 2 The Mystery Visit was conducted on Wednesday 5 th January, on lunchtime, at around 12.20pm. The weather was cold but dry and the conditions for travelling to and from the Centre were favourable. The Mystery Visit consisted of a lunchtime swim in the Main Pool followed by a cup of coffee bought from the Cafe for 90p. My Visit to the Café was followed by a tour of the Centre which apart from the Gym was very quiet. The Centre was located off the main road and down a long driveway which split left and right at the bottom, I followed the sign which indicated a right turn to the Car Park and whilst walking to the Centre I realised that the Car Park I was parked in was allocated to the NHS building adjacent to the Vale Farm Sports Centre MV Report January

3 Sports Centre which I had not noticed on the sign. I went back to my car and drove to the Sports Centre Car Park. The Car Park was about a third full and I did wonder if at busy periods that there may be too few spaces for users of the site (car parking available for 150 cars). Vale Farm Sports Centre MV Report January

4 Facilities Operation FOP 2 Cleanliness Quest Best Practice The level of cleanliness is visibly acceptable, taking due account of customer expectations There are high standards of hygiene in critical areas Customers are not put at risk or inconvenienced as cleaning takes place. BPP4. The standard of cleanliness of the facilities is visibly acceptable. For the standard of cleanliness on the day I would score 3 In general I felt that the standards of cleanliness throughout the Centre were very good. The areas I found to be notably clean and well presented were Pool Halls Male Changing Rooms Circulation Areas Gym Main Hall Café Reception Area. The approach to the Centre gave a good impression with a clean and tidy Car Park. The glass around and inside the Reception Area was very well presented and clean. On entry into the Pool Changing Rooms a member of Staff was just completing a thorough clean down of the Male Changing Room following the morning sessions. Bins were not emptied at that time, but were not overflowing. Generally the bins around the Centre were clear of rubbish and, remarkably, perhaps down to the time of my Visit, there was no litter to be found anywhere in the Centre. Vale Farm Sports Centre MV Report January

5 I did not see any evidence of checklists during my Visit but the Service Standards were displayed in many areas around the Centre and at the time of my Visit they seem to have been upheld. The only area of concern to me was the Pool bottom which did not look clean in terms of the grouting looking dirty which was not attractive. Vale Farm Sports Centre MV Report January

6 FOP 3 Housekeeping and presentation Quest Best Practice The facilities are presented in a fit and tidy state, reflecting general pride in the provision by the organisation and the Staff Signage, accessibility and security are all effective. BPP4. All customer accessible areas are clean, tidy and safe for use. For the presentation of areas seen by customers I would score 4 BPP6. External signage is clear and effective. For the external signage I would score 3 BPP7. Accessibility to the Centre and transport arrangements meets customers needs. For accessibility and arrangements for transport I would score 3 The presentation of areas seen by customers was good and all areas I viewed seem to be clean and safe to use. There was no evidence of equipment being left out and fire extinguishers in accessible areas were all enclosed in appropriate containers to prevent misuse, Fire doors were all closed and offered free passage to anyone needing to use them. Safety equipment in the Pool Hall was available and hung on the walls ready for Staff action if required. External signage with exception of direction to the Centre Car Park at the bottom of the drive was good; the Centre sign on the approach to the Centre was clear and welcoming. Signage to the Centre from a short distance (approximately a quarter of a mile) away was good, but signage from further afield was not good. Had I not had my Sat Nav to get within striking distance I would have struggled to find the Centre.. The Centre is in the north west London area and as such has very built up surroundings and busy road systems. However the roads were readily accessible and although busy were flowing well. Buses for customers without personal transport were available to get them to the main road at the end of the drive. The Centre website assists in this process by providing a directions map and giving bus numbers 18, 92, 182 and 245 which pass Vale Farm Sports Centre MV Report January

7 the site. The Sudbury & Harrow Railway Station is a short walk away and the North Harrow Underground and Railway Station is about 15 to 20 minutes walk from the Centre. Pedestrian access is good and the Car Park and approach to the Centre is level providing easy access to users, Car Park spaces are adequately marked out and the whole area is floodlit at night, Disabled spaces are located very close to the Centre Reception.. I did not notice any parking / locking areas for bicycles around the approach to Reception. Reception is ideally positioned to control access and exit and to view those moving around the Centre. Access control barriers are in use. Directional signs for all areas of the Centre are placed directly in front of the user as they pass through the barrier. Although I viewed CCTV (Closed Circuit Television) camera domes in the Reception Area and other areas of the Centre there was no indication of this actually being in use.. Vale Farm Sports Centre MV Report January

8 FOP 4 Maintenance Quest Best Practice Maintenance is based on an effective preventive approach to ensure customer enjoyment and safety Repair requests are actioned promptly within an effective system The facilities are well maintained within the constraints of the Centre s age and structure. BPP8. The facilities are visibly well maintained. For the standard of maintenance I would score 3 The standard of maintenance for this Centre I feel was good despite its age. It was an old building and as such had its limitations in terms of finishes, decoration and aesthetic appeal. The decoration was in most areas good and, apart from radiators which needed painting in the Café Area, I did not see anything that required immediate action although the perception is one of pure functionality. Areas that I found well maintained were lighting in circulation areas was working correctly and the fixtures and fittings were all in place all taps and urinals seemed to be fully operational no damage to windows was visible Pool surrounds and tiled floors and walls seemed in good condition Changing Room fixtures and fittings were in good operational order lockers with keys were working although some had keys missing no out of order signs were on display Minor areas of concern were toilet seat missing in Male Change Toilets Pool bottom grout looked dirty (although it actually may not be so) one floodlight in Main Pool Hall was not working. Vale Farm Sports Centre MV Report January

9 There were no out of order signs displayed anywhere in the Centre. Vale Farm Sports Centre MV Report January

10 FOP 5 Equipment Quest Best Practice Suitable, sufficient and well-maintained equipment is available for use A range of equipment is provided to allow and meet programming variety Safety in use is achieved. During my Visit I noted that there was remarkably little equipment visible in the Centre which to me meant that storage areas were adequate and were used well. This in practice may not be that case. The equipment I did see was in good condition and looked to be well maintained. Around the Centre I saw a number of items of equipment such as: Lifeguard chairs lane ropes rescue aids Pool clock fitness equipment books and learning aids. I was unable to establish if items for hire were available At Reception there were a number of items for sale including swimming costumes and other swimming goods. There was a Zoggs display unit with goggles and other Zoggs products for sale In the Café there were a number of vending machines selling snacks, cold drinks and hot drinks, all of which were fully stocked. The Café servery also had a good range of snacks, food and beverages on offer to customers. The equipment in the Gym looked to be in good working order and clean and I was unable to see any item of equipment that was labelled as out of order Vale Farm Sports Centre MV Report January

11 I did not see a public telephone available on my Visit I did not see any equipment being erected or dismantled during my Visit. Vale Farm Sports Centre MV Report January

12 FOP 6 Environmental Management Quest Best Practice Planning ensures that environmental factors in customer/staff-sensitive areas are managed and controlled Reasonable temperatures, lighting and ventilation for sporting, social and Staff areas is achieved Use of utilities is managed and reduced where possible as part of an overall environmental management approach Sensible initiatives contribute to lessening the impact of the facilities on the environment. BPP5. Environmental conditions are good throughout the Centre. For the environmental conditions I would score 3 The Centre offered good environmental conditions throughout the building during my Visit which was on a cold day. The temperatures in the Pool Hall and Changing Rooms were good and the Pool water was also comfortable to swim in, although I did not see any indication of what the Pool temperature actually was. During my stay in the Café and subsequently my tour of the rest of the Centre I found the environment to be very acceptable. All lighting seen was fit for purpose and I only noticed one light in the Pool Hall that was not working; this did not affect the overall lighting levels. In the Reception Area there was a Corporate Notice Board which contained the Environmental Policy and the buildings Display Energy Certificate There were a number of recycling bins around the building.. Other environmental initiatives were noticed during my Visit and these included spring loaded taps in Changing Rooms and Toilets spring loaded taps in showers good pressure and temperatures in sinks and showers good Pool water clarity and odour Vale Farm Sports Centre MV Report January

13 fire doors and windows were all closed notices in the Changing Rooms advising customers to shower before swimming. Vale Farm Sports Centre MV Report January

14 FOP 7 Changing Rooms and Toilets Quest Best Practice Changing Rooms and toilets are comfortable, appropriate and clean Changing Rooms and toilets are regularly inspected, cleaned and stocked Changing Rooms and toilets are equitable, accessible and family friendly. BPP1. Hygiene and cleanliness are maintained throughout all levels of use. For the levels of hygiene and cleanliness in Toilets and Changing Areas visited I would score 3 During my Visit the Male Changing Rooms and two sets of toilets were used. The Centre provided separate Male and Female Changing Rooms for both wet and dry areas. Toilets were available on different levels within the Centre. During my Visit I found that the Pool Changing Rooms and Toilets were clean, comfortable and appropriately fitted out with cubicles, benches, clothes pegs, showers, sinks, toilets, hand dryers, and soap dispensers. All of these items were in good order with the exception of a toilet seat missing in one of the toilets and one of the soap dispensers being empty. The Changing Room had just been cleaned down on my arrival and Staff were just leaving the area. It was in a very presentable condition with floors and walls being very clean. Toilet rolls were well stocked. There were banks of lockers available with a 1.00 coin return mechanism, although some had keys missing. There was no indication of any of the lockers being out of order other than the keys being missing. Other toilet areas were clean tidy and fully stocked. Toilets reflected more than other areas that the building was old, however all were in working order and acceptable for public use Vale Farm Sports Centre MV Report January

15 FOP 8 Health and Safety Management Quest Best Practice The Centre has an up to date and specific Health and Safety Policy and management programme Management and the workforce are aware of and undertake their responsibilities in health and safety proactively Customer and Staff safety is a priority in all facilities. During my Visit Staff were going about their duties in a safe and confident manner. On my arrival in the Pool Hall two members of Staff were changing over and they took their positions in high chairs at opposite ends of the Pool. They stayed there for the duration of my swim and both seemed attentive and aware of the people in the Pool at that time. Their surveying was interrupted only twice by conversation on the radios, to which one member of Staff responded; otherwise all their time was spent watching the Pool. The Centre has a Corporate Notice Board in the Reception Area which I think contained reference to the Health and Safety Policy.. Evidence of safe working practices included: emergency equipment was available on Poolside emergency alarms were observed fire fighting equipment was in place various policies and rules were displayed on the Corporate Notice Board safety signage on the Poolside including Pool depths and armband use all emergency exits were clear of obstruction Lifeguards had whistles doors to unsupervised areas were closed. Vale Farm Sports Centre MV Report January

16 Customer Relations CR 1: Customer Care Quest Best Practice Quality standards of customer service are defined and delivered consistently by all Staff Staff are trained to provide customers with information, assistance and sell services proactively All Staff are empowered to make on-the-spot decisions about customer service Customers have equal access and opportunity to services and facilities. BPP2. A clear set of relevant and measurable standards of customer care are displayed in key areas. For the display of clear standards of customer care I would score 3 BPP6. Staff are professionally dressed, clearly identifiable and accessible to customers. For the presentation and profile of Staff seen I would score 3 BPP7. Staff are generally helpful and pleasant, and respond positively to enquiries and sales opportunities. For Staff observed identifying and attempting to match customer needs I would score 2 A Customer Charter was on display in the Reception Area along with Code of Conduct and Equal Opportunities Policy All Staff wore uniform with name badges displayed On arrival at the Centre I waited to be served by one of two Receptionists. One was already talking to another customer, the other Receptionist in front of me was staring at her computer screen and at the same time an alarm was sounding right above my head (I don t know what for). A young female member of Staff opened the Office door and spoke to the Receptionist in front of me ( I did not hear the full conversation) and then the Vale Farm Sports Centre MV Report January

17 Receptionist replied she thought it was number 35. She then looked at me and I asked her for a swimming ticket and she served me without speaking and gave me the ticket. My arrival at the Centre was not very welcoming. Staff on Poolside knew many of their regular customers and were seen to say hello / goodbye as their regulars came and went full extended conversations were not entered into. The member of Staff on Poolside did acknowledge my departure. Provision for Disabled customers included:: level car parking level approach to the centre Disabled Changing Rooms and Toilets Pool hoist information can be received in large print, audio tape, Braille and other languages free entry for carers RNID Typetalk. Leaflets included information on Disabled provision. Vale Farm Sports Centre MV Report January

18 CR 2: Customer Feedback Quest Best Practice Customer comments and feedback are actively encouraged by all Staff and acted upon. They are seen as an opportunity to improve and help drive improvements for customers. Customer feedback was tested in a written capacity. Date and type of comment Contact name Details Response 6 January Gordon Armitage Sent comment via e mail re a customer having lost his shoes as Staff had removed them when cleaning. I have not received a response to date - 24 January I sent an e mail to the Centre, via their website contact area. This described how a customer had left his shoes under a bench whilst he went swimming and on his return they had been removed. Following a search of the Changing Room they were located just outside the door. Apparently a member of Staff who cleaned the area had removed them so they did not get wet when he hosed down; unfortunately it seems he did not return them after. A customer comment card box was viewed close to Reception although I did not see any cards available for use in the Reception area or on the desk. A report was on display from the last customer forum meeting dated 18 th November. Customer comments were discussed at the meeting with outcomes noted. Notification of the next customer forum due to take place on the 16 th February 2011 at 7.30pm was included on the notice board for customer reference. Vale Farm Sports Centre MV Report January

19 CR 4: Marketing Quest Best Practice Strategic and planned marketing activity is documented, which the Centre uses to identify, plan and cost all marketing activities Accurate, attractive and up-to-date information is provided for the local community/target markets through a variety of methods A variety of promotional methods are used within the budgetary constraints of the Centre to increase income and usage The organisation operates to a clear pricing policy, which seeks to ensure that subsidy is targeted effectively and is reviewed regularly. Overall the marketing within the Centre was good. Examples of promotional methods included: banners on outside areas and the side of the building on the approach to Reception pop up banners internally large laminated posters many of which were in the Café Area. All of these were professionally produced and reflected the corporate image and approach of Leisure Connection. In addition to these were separate notice boards and leaflet racks which provided a full range of information for customers. In Reception an area in front of the entry system was given up to the latest promotion at Vale Farm and Willesden Sports Centres which offered 50% off plus 3 Personal Training sessions vouchers worth 110 (although it did not say it, with the picture I presume it meant on fitness sessions) A full range of leaflets were available, covering for example, the Pool timetable and activities for young people. An any bright ideas? leaflet requested users to make comments on their ideas for the Centre. Again all of these were professionally printed and well designed giving a corporate identity.. Vale Farm Sports Centre MV Report January

20 CR 5: Bookings and Reception Quest Best Practice The administration system for bookings is customer-friendly and provides a range of opportunities for one-off (non-casual) bookings, and effective regular bookings Customers needs are fully clarified and actioned through to completion of booking The Reception service operates in a smooth manner with skilled, knowledgeable Staff providing prompt attention to customers and first time visitors. BPP3. The Reception area is accessible, welcoming and customer friendly. For the welcome at Reception I would score 2 BPP4. Reception Staff are well presented, professional, friendly and helpful. For the approach and attitude of the Reception Staff experienced over the telephone and observed during the MV I would score 2 The Reception Area was well presented. An inviting Zoggs point of sale unit was placed in the area for customers to peruse. The Duty Managers name was displayed on a notice board behind Reception and pictures of the Management Team and Awards were on the wall for customers to view. On the other side of the barriers there were leaflet racks, a display promoting the latest offers and a panel containing Customer Charter, Code of Conduct, Environmental Policy, Equal Opportunities Policy, Energy Management Policy and the Centres Display Energy Certificate Unfortunately as previously mentioned my welcome on arriving at Reception was disappointing and hence I have scored a two for CR1 BPP3. My first telephone call was all dealt with by pre-recorded messages and pressing numbers for options I like to be able to talk to a real person, although I got the information I needed Vale Farm Sports Centre MV Report January

21 My second telephone call was to test the lost property system. During my Visit someone had left a hat on the bench in the Pool Changing Room, I went to Reception where the two Receptionists were talking to someone at the desk attentively. I waited and at a juncture to catch one of their eyes I said to the nearest Receptionist that someone had left this hat in the Changing Rooms. She took it off me and put it on the desk in front of her said, OK thanks and went back to her conversation, I walked off to view other areas of the Centre. When I called the Centre I said I had lost my hat and had it been handed in? I was put on hold and after about two minutes was told that no hats had been handed in that day, only jumpers and an umbrella. The following telephone calls were made prior to and after my Visit using the following telephone number(s): Date and time of call No of rings Response Comments on friendliness, attitude, approach & professionalism 5 th January am 7 th January pm no rings, the system took me straight into the set of options no rings, the system took me straight into the set of options I chose the option for opening times 6 options were given, the last one being to hold and wait for the call to be dealt with by a Receptionist The call took me into another menu for opening times for specific areas, I chose the swimming timetable. I received a recorded timetable which gave options for the 7 days of the week and detailed the swimming programme for each day under each option. I chose Wednesdays option and I did get the information I wanted this way but would have preferred to talk to a real person Lost property query regarding hat as detailed previously. Whilst I was dealt with courteously the reply was clearly incorrect. 9 th January pm when I took option 7 it rang twice no rings, the system took me straight into the set of options Vale Farm Sports Centre,?? speaking can I help you? Vale Farm Sports Centre,?? speaking can I help you? I said I understood that over 60 s could get free swimming and asked how I could go about arranging that. I was asked by the Receptionist if I had a Vale Farm Sports Centre MV Report January

22 9 th January pm when I took option 7 it rang once no rings, the system took me straight into the set of options took option 7 it rang 16 times Vale Farm Sports Centre,?? speaking can I help you? Freedom Card. I said no and then was asked if I had evidence that I was I was 60 to which I said I had my bus pass. I was told to come into the Centre with that evidence, fill in a form and they would issue the free swimming card immediately. I thanked the lady, said I would do that and finished the call. I asked if the Athletics Track next to the Centre was available to use through the Centre or whether I had to make arrangements with another party. I was informed that the Athletics Track could be used at any time. It did not require pre-booking and was not chargeable. I thanked the lady for the information. Vale Farm Sports Centre MV Report January

23 Staffing STAF 1 Staff Supervision and Planning Quest Best Practice Staff are appropriately trained, qualified and in sufficient quantity to deliver the standard of service promised to customers Plans ensure that Staff absences can be covered and facilities/activities are not restricted through Staff absence Shift patterns include time off shift for meetings, training and personal development of Staff All employment legislation and statutory regulations are adhered to. I observed several members of Staff during my Visit and was given the impression that the levels of Staff were appropriate. I noted Staff in the areas identified below: Pool Changing Rooms Reception Poolside Gym Main Hall. There was one member of Staff who popped out of the back Office on my arrival. Reception Staff were busy and were finding it difficult to work whilst the alarm was going off above their heads. One member of Gym Staff was busy discussing issues with members of the public and another was seen to be coaching at the time of my observation. Pictures of the Management Team were displayed at Reception The name of the Duty Manager was displayed at Reception Vale Farm Sports Centre MV Report January

24 Service Development and Review SDR 2: Programme Development Quest Best Practice The programme of activities is designed to meet the Centre s aims and objectives The programme is dynamic, innovative and responsive to the requirements of the customers and potential customers Activities contribute to sports development, active health, education, safety and security within the community The programme considers the various types of user and use to ensure that it is balanced and promotes equality of access. The Centre s extensive programme appeared to be well balanced, providing a range of activities for several groups within the community, examples included: children adults older adults schools women pregnant women families only disabled. The extensive activities programme included a good variety of indoor activities and classes, outdoor activities, well appointed fitness Gym and other fitness classes, and a newly installed Beauty Parlour. From the activities that were seen to be offered it would indicate that service development has been well thought out and implemented, and that the Centre as a whole offers a full range of services and activities to the public at large, including those of differing social ranges and physical limitations. Vale Farm Sports Centre MV Report January

25 The Learning Hub is an interesting inclusion to the Centre and shows a positive drive to link with the community in diverse areas, as is the addition of a recently refurbished area to provide a Beauty Parlour for the local community. Vale Farm Sports Centre MV Report January

26 SDR 5 Information and Communication Technology Quest Best Practice Information and Communication Technology is managed legally and safely All information and data is used, managed, and stored/recovered securely. I searched for the Centre s website using Google and was led to two options which provided information about the Centre The first was Brent Council s site which was simple to use from the homepage and gave comprehensive information about most things people would want to know including: location map virtual tour opening times peak times parking nearest stations bus routes. Online forms were available for the B Active Card function bookings and pitch bookings. a map of all Brent s facilities throughout the borough is also on the site. There was also a link into the Leisure Connection Harpers Fitness website. This site was also found to have comprehensive information available with: online forms location virtual tour opening times Vale Farm Sports Centre MV Report January

27 downloads of all leaflets online shop Centre status. Again I found this site to contain all that a visitor would want to know and to have downloads of all the leaflets is excellent The Centre status element was one which I think is very good as it tells you if all or any part of the Centre is not available for use or other critical information about access I have not seen this before and I think it is very useful to customers, I wonder if Staff promote this section of their site. It is unusual to have two linked websites that are equally as good at providing the information and I think that these are a positive business development tool for Vale Farm Sports Centre There were dome camera s installed in the ceilings in some areas of the Centre but there was no other visual evidence of CCTV being used On entry it is clear that the Centre uses a Management Information and Point of Sale System there was no evidence of them using and developing this information for the development of the business. Vale Farm Sports Centre MV Report January

28 SDR 6 Continuous Improvement Quest Best Practice Performance measurement, feedback and process reviews are used as a basis for continuous improvement Improvement planning forms the basis for ongoing and actual continuous improvement. The following external awards were noted: Quest IFI Approved. Vale Farm Sports Centre MV Report January

29 Summary of Mystery Visitor s Findings My Mystery Visit to the Centre was enjoyable once I had gone past Reception as I was not made to feel very welcome on arrival. The Centre is set in a very urban area which is well located to serve the local community. It is sited next to an NHS facility and a private children s soft play facility. Whilst the Centre is an old one, Staff and Management have made every effort to make the building and its contents attractive to their users, despite having many limitations in doing this. I could not fault the cleanliness of the Centre in all areas that I visited and it was clear from Staff action that ongoing cleaning was a regular process throughout the day. My swimming session was a very pleasant experience and I felt that Staff on Poolside were attentive and professional whilst going about their duties Staff in the Gym looked very competent and professional and seemed to be enjoying their work. The range of facilities is extensive and I obviously could not see the full range of these being offered, particularly the outside areas which were adjacent to the Centre but not in use at the time of my Visit. I would use the Centre if I lived in the area and would hopefully find as a regular that my experience at Reception was a one off Key strengths: range of activities available value for money staffing levels website continual development of facilities diverse range of opportunities websites. Vale Farm Sports Centre MV Report January

30 Key areas for improvement: professionalism at Reception directional signage from top to bottom (bottom to top was good) defined association with the Athletics Track (or not) Centre Car Park signage at end of drive enhanced directions from major routes to the Centre. Vale Farm Sports Centre MV Report January