Quest MV report template - WhatDoTheyKnow

Quest

Mystery Visitor Report

Details of Mystery Visit at:

Riverside Leisure Centre, Morpeth

Operating organisation Leisure Connections Ltd., on behalf of Northumberland County Council

Date(s) of Visit Sunday 30 January 2011

Time(s) of Visit 1.30 – 3.15pm

Facilities viewed Reception Area

Swimming Pool

Fitness Suite

Main Hall

Cafe/Bar Area

Sauna

Vending Area

Activities undertaken Swim

Sauna

Use of Vending Area

Riverside Leisure Centre, Morpeth, MV Report January 2011 2

Not

e:

so

me 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 V isit. The scores will

be used by the Assessor and represent up to 7% of the total Assessment score.

Context of Visit:

The Mystery Visit was conducted on a bright but chilly Sunday afternoon. During our Visit we enjoyed a swim and sauna. After our swim we

purchased a cold drink from the Vending Area located off the Reception.

The Swimming Pool was quiet during our Visit; however the Centre was generally quite busy.

Riverside Leisure Centre is in a very pleasant location near the river and Carlisle Park. It is also within walking distance of the town and close to

road and bus networks.

Management Issue Best

Practice

Principle

Score out of 4 Management Issue Best

Practice

principle

Score out of 4

FOP 2 Cleanliness BPP4 3Error!

Reference

source not

found.

FOP 7 Changing Rooms BPP1 3

FOP 3 Housekeeping & Presentation BPP4 3 CR 1 Customer Care BPP2 4



FOP 4 Maintenance BPP8 3 CR 5 Bookings & Reception BPP3 4

FOP 6 Environmental Management BPP5 4 CR 5 Bookings & Reception BPP4 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

Riverside Leisure Centre is an impressive building in a very pleasant location. The Reception Area was very welcoming and my first impression

was of a very clean and tidy Complex.

I saw very little evidence of poor cleanliness with the exception of:

water marks around the water line in the Swimming Pool

mildew on the tiles particularly in the corners of the Swimming Pool

the wash basins in the Female Toilets off the Reception Area were grubby and in need of attention.

Good examples of cleanliness included:

the Reception Area was clean and well presented


the Changing Village was very clean

the Health Suite was extremely clean and tidy

the floor of the Main Hall was very well presented.

I did not observe any Hygiene Monitoring Sheets; however I did observe a notice displayed in the Female Toilet off Reception which stated tha t

the Toilets and Changing Rooms were monitored and checked on a regular basis but requested customers inform a member of Staff if they

required attention.


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 3

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

Riverside Leisure Centre was clean, tidy and in my opinion safe for use. All fire exits and walkways were clear and free of obstruction. Clear

signage was also displayed throughout the Centre.

Housekeeping was generally good throughout however I did observed the following examples of poor housekeeping:

water was spraying from the top of a hose connection in the Wet side Changing Room whilst in use

five lockers had doors missing in the Female Dry side Changing Room

several Changing Cubicle doors would not lock in the Wet side Changing Room

two lights were out of order in the Wet side Changing Room

bin bags were being amassed next to the recycling bin in the Reception Area; however it was nearing the end of the day and the staff may

have been collecting them ready to dispose of together

towels and clothing were drying on the radiators on Poolside, this looked very untidy.


All rooms for Staff use were locked when not in use.

The Centre is an impressive building standing on the river banks just off the main street in the Town Centre. Signage was displayed; however it

was on small brown tourist signs and difficult to read whilst driving.

Management had made good use of marketing by displaying several large banners on the external walls of the Centre to inform customers of the

various promotions taking place and the facilities available. The Leisure Centre was adjacent to two public car parks and on the riverbanks and

therefore in view of a lot of passing trade.

Disabled parking was available for customer use in the two adjacent Car Parks. Three disabled parking bays were available in the Car Park to

the side of the Leisure Centre. Two sets of automatic doors gave access for the Disabled user and once inside the doors were wide and a lift

provided access to the first floor; however during my Visit the lift was not in operation.

As it was daylight during my Visit I was unable to test the Car Park lighting; however I did observe that the Car Parks appeared to have ample

lighting as well as being open and well marked. The Car Parks were free of charge on Sunday and Bank Holidays but operated on a pay and

display system during other times.

The Swimming Pool was well located for the community with easy access by foot, bus and car.

Cycle racks were provided to the side of the building.

Internal signage was clear and easy to follow however I did not observe any Braille.

Closed Circuit Television (CCTV) cameras were not observed.


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 general appearance of the Centre was very good with fabrics and decor in good condit ion. However, many of the fixings of the changing

cubicles were corroded and the bottom of the changing cubicle walls were separating and showing signs of deterioration.

Other examples of poor maintenance included:

one set of Pool steps was badly rusted and had two bolts missing which resulted in the steps feeling loose when climbing out of the Pool

the surface was coming away on the bottom of the Changing Cubicles

the Changing Cubicle stands were badly scaled

the shelves below the hair dryers were in need of replacement

the walls to the Female Toilet off the Reception Area appeared to be damp

the Lift was out of order; however a sign was displayed to inform the customer.

As mentioned earlier in the report many of the lockers in the Dry side Female Changing Room had doors missing and several changing cubicles

would not lock in the Wet side Changing Room.


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.

A good selection of items for sale was displayed in the Reception Area all of which appeared to be reasonable priced; these included:

zoggs goggles

armbands

floats

caps

swimming aids/toys

diving aids

swimwear

swimming nappies.

Hot and cold drink vending machines were available in the Reception Area as well as a snacks machine. All machines were well stocked and

reasonably priced for the community. All the machines appeared to be in full working order.

The Cafe/Bar Area located on the first floor, offered a good menu offering drinks, snacks and meals; however it was not open to the public during

my Visit. The area was being used for a Children’s Birthday Party which appeared to be a huge success.

The Swimming Pool was well equipped with the following:

Lifeguard High Chair

Pool cover


spinal board

throw ropes

grab poles

floats

lane ropes

diving board

The door to the Store Room on Poolside was open and I was able to see a selection of floats located inside. A sign was displayed informing the

customer that the step was a trip hazard. I was given the impression that customers were allowed access to this room to collect floats if required

but I did not observe this practice taking place.

I observed the following equipment outside of the Sauna Area located on Poolside:

relaxation chairs

small table

cold showers

An excellent range of equipment was available in the Fitness Suite. All cardio and resistance equipment was supplied by Lifefitness and

appeared to be in excellent condition and well maintained. Three televisions were positioned above the treadmills giving mos t customers a clear

view whilst exercising. A good selection of free weights was also available. Air conditioning was also provided in the Fitness Suite.

I observed basketball taking place in the Main Hall with good quality basketball rings provided. Two badminton courts were a lso in use during my

Visit. A solid board divided the basketball and badminton courts and nets divided both badminton courts. All equipment was in very good

condition.

A door from Poolside appeared to lead into a Dance Studio. I observed a range of spinning bikes through the door whilst Lifeguards were

changing over but the door was frosted which prevented any further observations being made.

A Lift was available to take customers to the first floor which gave access to the Fitness Suite, Cafe/Bar Area and Spectator Areas. This was also

suitable for Disabled customers and for customers with pushchairs.


A set of weighing scales were also available for customers use in the Reception Area.


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 4

I observed an Environmental Statement, Health and Safety Policy and Energy Certificate during my Visit. An excellent display was located on

the wall inside the two sets of automatic doors giving details of the following:

Health and Safety Policy

Environmental Statement

Customer Charter

Photography Policy

Under 8’s Admission Policy

The Energy Certificate was showing a 53% score.

I found the environmental conditions in the Complex to be very good with both the water and air temperatures pleasant. The temperatures were

conducive to the activities taking place. The Reception Area was warm but not hot, yet the Sauna Area and Poolside were warmer. Pool covers

were used on the Swimming Pool to conserve energy. Thermometers were displayed on Poolside and showed a reading of 22ºCelcius.

The air temperature in the Sauna was very pleasant; however I found the water temperature in the shower located next to the Sauna, very cold.

Whilst the shower appeared to be adjustable the water temperature did not improve. My husband likes a cold shower after a Sauna; however he

found it was too cold.


The showers in the Wet side Changing Room were push button control with good water pressure. The water temperature was very comfortable.

Good supplies of bins were located around the Centre including nappy bins in the Wet side Changing Room. Recycling bins were also located in

the Reception Area.


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

Overall the standard of cleanliness in the Wet side Changing Room and Toilets was very good; however, as mentioned earlier, the fixings were

badly scaled and bottom of the changing cubicle walls were separating.

Whilst the Wet side Changing Room accommodated both male and female customers separate toilet and changing facilities were also provided

for Dry side activities.

The following were observed in the Wet side Changing Room:

large family changing cubicles

three very large team changing rooms with their own lockers

Disabled Changing cubicles

nappy changing tables

nappy bins

hair dryers with shelves below and mirrors above

Disabled Toilet

three communal showers

two showers in private cubicles

sanitary bins were also provided in the Female Toilets


several changing cubicle doors would not lock.

A large bank of lockers was provided which required a 20p coin to operate. The 20p was not refunded. The lockers were large enough to allow

a family to share. The lockers all appeared to be in good working order.

Toilet roll and soap dispensers were all stocked to an acceptable level and hand dryers and hair dryers were all in good working order.

The Female Toilet located off the Reception near to the Vending Area was clean but the wash basins were in need of a clean. The side wall

appeared to be damp with paint lifting and giving a poor impression of the facilities. Toilet roll and soap dispensers were well stocked.

The Dryside Female Changing Room was clean and well presented but five of the lockers were not in working order with many missing doors.

I was informed by my husband that the Male Toilet off the Reception Area was clean and well presented with the following provided:

three urinals

two wash basins with soap provided

hand dryer

waste bin.

A Disabled Toilet was provided with grab rails, sink and hand dryer as well as good supplies of soap and toilet paper.


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.

I observed good standards of Lifeguard duties during my Visit with two Lifeguards rotating on a regular basis. Whilst in pos ition on Poolside the

Lifeguards both walked around the Pool and were very observant throughout.

Lane ropes were available to separate the areas for lane swimming and signs were also available to inform customers of the di rection in which to

swim. The lane ropes and signs were all stored on Poolside during my Visit. Lifeguards were very observant and ensured no one went into the

areas that was not a suitable standard of swimming appropriate to the lane speed. Signage was well used to inform customers of the drop in

pool depth and also that they were not to swim under the diving board. However a hose pipe was being taken from a tap in the Wet side

Changing Room into the Male Dry side Changing Room but no signage was displayed to inform the customer of the hazard.

The following examples of safe working practices were observed:

all fire doors and corridors were clear and free of obstruction

fire doors were well signed

fire action notices were displayed

lane ropes were available to separate swimmers to ensure their safety

Lifeguards used a high chair to ensure good visibility

panic alarms were present on Poolside

first aid equipment was available on Poolside

first aid equipment was also available in the Reception Area

a good supply of throw ropes and grab poles were available on Poolside

over shoes were required to be worn on Poolside


A good array of safety notices were displayed and included:

an Under 8’s Policy

“no photography” and “no mobile phones”

“no armbands beyond this point” situated in deeper water

“no diving”

“no swimming under diving board” Pool Rules were displayed on Poolside

Institute of Sport and Recreation Management (ISRM) notices were displayed for the Sauna

“hazardous chemicals” notices were displayed on Store Rooms on Poolside

“pressurised containers” notices were displayed on Store Rooms on Poolside

“no unauthorised vehicles beyond this point” notices were displayed from the Car Park to the rear of the building.

I did not hear the Public Address (PA) system during my Visit.


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 4

BPP6. Staff are professionally dressed, clearly identifiable and accessible to customers. For the presentation and profile of Staff seen I would score 4

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 4

A Customer Charter was displayed at the entrance to the Leisure Centre on a large board which also outlined several other Pol icies including the

following:

Energy Statement

Environmental Policy

Under 8’s Policy

Photography Policy.


All Staff were clearly identifiable in branded uniform with Harpers health & fitness logo; however I was unable to see name badges.

Staff wore the following coloured uniform:

Receptionists wore white shirts and navy skirt

Leisure Attendants wore navy polo shirts

Lifeguards wore yellow polo shirts and navy shorts.

All Staff were very pleasant and helpful and immediately made us feel welcome.

When we entered Riverside Leisure Centre we were immediately greeted by the Receptionist who smiled and made eye contact. She asked how

she could help, and explained to us that the cost of a swim and sauna was going to be over £11 in total. She asked if we wou ld be visiting

regularly and went on to advise us that it would be better for us to take out a membership as it would give us free access to the Pool and Sauna.

I asked the cost of lockers and she checked that we had enough change and gave us directions to the Changing Rooms.

When we left the Centre, again the Receptionist acknowledged that we were leaving, smiling and saying goodbye.

Whilst we were buying a drink from the Vending Area I observed members of Staff in conversation and there appeared to be a ve ry good

relationship between them. This portrayed a good atmosphere which was reflected in the Centre.

Access for the Disabled was very good. I observed the following:

dedicated Disabled parking bays

flat access to the Reception

automatic door entry

lift to first floor Fitness Suite, Spectator Gallery and Cafe/Bar

disabled hoist

disabled changing cubicles

disabled Toilets in the Changing Rooms and separate Toilet facilities.

Customer information was readily available in the Reception Area and a wide variety of leaflets and notices were displayed throughout the

Centre.


The Centre leaflets had been professionally printed were bright, clear and provided a wide range of information. They were also branded with

the Harpers Health & Fitness logo and followed a specific branding style which was very attractive.

In addition I picked up flyers advertising Judo sessions and Ju-Jitsu classes which were being provided by Clubs within the Riverside Leisure

Centre. These flyers had been designed by the clubs and whilst not professionally printed, provided clear information for the customer.


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

E-mail sent on

Tuesday 1st February

2011 - 7.47am

A. Tindale I enquired about the type of parties available

and costs.

I received an e-mail sent at 7.52am on

Wednesday 2nd

February 2011.

I forwarded an e-mail to enquire about the type of parties available at the Centre and the costs involved. I received an e-mail the following day

outlining the range of children’s parties available which included soft play, sports and food options. Details of costs were also outlined.

In addition a contact was given if I required information about the type of party available for adults using the function and bar facilities.

The information given was very informative and the response very quick.

As mentioned earlier in my Report the Customer Charter was displayed in the Entrance Foyer leading to the Reception. A display of customer

comment cards was displayed; however I did not realise that I had picked up a customer comment card until I had left the Centre. The comment

card was titled “any bright ideas” but the design was in the same format as all the other leaflets and flyers and I had picked it up thinking it was

another flyer.

Inside the leaflet the Customer Charter was printed on the left hand side and a contact e-mail address was given for the customer who preferred

to send their comments in that format.


The right hand side of the card was designed for the customer to leave their details and comment with the option of writing on the back if

necessary.


CR 4: Marketing

Quest Best Practice

Strategic and planned marketing activity is documented, which the Centre uses to identify, plan and cost all marketing activi ties

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.

I picked up a wide selection of leaflets from the display racks around the Centre and in the Reception Area and on the Reception desk. These

included:

group exercise programme

activities available at this centre

wedding and functions information pack

special offers

adult and child swimming lessons

adult swimming programme

personal training

can your child swim, swim school booking form.

In addition there was a wide selection of leaflets giving information on community activities and places of interest.

With the exception of the Judo and Ju-Jitsu which were operated by independent Clubs, all other flyers were professionally printed on glossy

paper. They were colourful, attractive and had clear print. The information available in these leaflets was excellent; I particularly liked the group

exercise programme which gave explanations of the type of exercise class offered and its intensity. These leaflets were extremely well laid out,

gave a lot of important information to the customer without becoming unattractive. A directional map, contact details and address were all p rinted

on the back of each leaflet as well as information on booking, refunds and health and safety information.


The Zoggs fitness programme was also displayed on Poolside showing various programmes for swimmers to work towards.

Large banners were displayed outside the Leisure Centre giving details of promotions and activities available. These included:

first floor Cafe and Bar

harpers Fitness

50% off plus 3 PT sessions

adults swimming programme

A large board displayed in a prominent position near the entrance also gave details of a Physiotherapist operating from the Leisure Centre.

Notice boards were displayed throughout the Centre including the Spectator Areas, giving information on activities and promotions. The 50%

free and 3 PT vouchers promotion was displayed in prominent positions throughout the Centre making good use of the advertising opportunities

available.

The group fitness leaflet outlined the opportunity to save money by becoming a member. This explained to customers that if they attended two

or more classes per week they could save money by taking out a Harpers Membership.

A professional image was portrayed through the use of branding which included:

Harpers Health & Fitness logo

Northumberland County Council

Leisure Connections

Body Training Systems (BTS) exercise classes

North East Ju-Jitsu Kobudo Association.


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 4

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 4

The Reception desk was to the left when entering the Leisure Centre. The Reception Area was bright, cheerful and welcoming it also had a

lowered section suitable for Disabled users.

There was a good display of items for sale which were advertised on the wall opposite the Reception desk, as mentioned earlie r in the report.

This was a good reminder to customers who may have forgotten equipment.

The Receptionist was very pleasant and friendly dealing with our enquiry and took the opportunity to inform us of the options offered by taking

out a membership. She had a good rapport with her colleagues and this helped to create a pleasant atmosphere in the Centre. The Reception

desk was also manned throughout our Visit.


Three Vending Machines were located to the far end of the Reception Area with a couple of seats for customer use. The vending machines were

well used during our Visit.

The Reception Area had a good range of notice boards and leaflets to notify customers of activities available and promotions. This helped to

make the area attractive and colourful.

Lost property was tested by way of a telephone call; details of which can be seen in the table below.

The following telephone calls were made prior to and after my Visit using the following telephone number:

01670 514665

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

Sunday 30 January

2011 – 11.00am

1 ring to answer

message.

Three subsequent rings

for Reception

My call went straight to an answer

message giving a range of options

available. I pressed “O” for

Reception.

The call was answered with “Good

morning Riverside Leisure Centre,

Cath speaking”

I enquired if public swimming was available that

afternoon and if we would be able to use the Sauna.

Cath was very helpful but had to ask for assistance

throughout the call. She apologised explaining that

she had answered the call to help the Receptionist

who was dealing with another customer. Cath was

very helpful, polite and pleasant.

Tuesday 1st February

2011 – 8.00pm

1 ring to answer

message.

Four subsequent rings

for Reception.

Good evening Riverside Leisure

Centre. I didn’t catch the name of

the Receptionist.

I enquired about a grey adidas swimsuit I had lost

during my Visit on Sunday. The Receptionist was very

helpful and polite taking a description of the swimsuit.

She explained that it had not been handed in but she

took my details and said she would contact me if it


turned up.

Wednesday 2nd

February 2011 –

9.00pm

1 ring to answer

message. Two

subsequent rings for

bookings.


Centre, Ava speaking.

I enquired about badminton availability for a Monday

evening. Ava was extremely helpful giving me details

of the times available. She gave me prices and

explained that as a non member I could only book two

days in advance but would need to pay at the time of

booking. Equipment was also available to hire but I

was informed that they generally loaned it to the

customer.

Thursday 3rd

February

2011 - 6.48pm

1 ring to answer

message. Two

subsequent rings for

Memberships.


Centre. I didn’t catch the

Receptionists name.

I enquired about Fitness Suite membership and was

transferred to Keith Oliver the Sales Advisor.

During my telephone conversation on Thursday 3rd

February 2011, I enquired about Fitness Suite memberships. I was transferred to Keith

Oliver the Sales Advisor; I was asked my name before the transfer was put through. Keith answered the telephone in a very professional

manner; introducing himself. He asked how he could help and went on to ask what type of activities I would be interested in as they had

several membership packages. He informed me that the membership offered use of both Morpeth and Ponteland Leisure Centres and that I

would be able to use the Fitness Suite, Pool, Sauna and exercise classes within the package. Keith was very clever in selling the

membership outlining the cost of each activity separately to highlight how much it would cost per week if I chose to take the pay and play

option. He then went on to detail the three options available which were £29.99 per month with no contract which required 30 days notice to

cancel, £26.99 per month for a 12 month contract and £23.99 for a 24 month contract.

I was then informed that there was a joining fee of £25 which was on offer at 50% until Sunday. This offer also gave 50% off the payment for

the rest of February and two free Personal Training Sessions were included which could be taken at any time.

Keith asked if I worked for any company that may have a corporate membership with them which would enable me to receive my membership

at a reduced rate.


I felt he took every opportunity to sell the membership packages and was extremely polite, friendly and professional in h is approach. He

asked for a contact number in order that he could get back in touch to arrange an appointment but I declined stating that I was finding out

information at the moment but was very interested.

If I had lived nearer I think I would have been booking an appointment!


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.

Staffing levels appeared adequate for the size of the Centre. During my Visit the Centre was quite busy; however Staff appeared to be coping

well.

I observed the following Staff resources:

two Lifeguards

one Leisure Attendant

one Receptionist

All Staff carried out their duties in a professional manner. The Lifeguards were extremely observant and patrolled the Swimming Pool th roughout

their observation. All Staff had a good relationship with customers using the Centre.

Staff photographs were displayed in the Reception Area showing the Centre Manager, Duty Officer and Employee of the Month; however the

name of the Employee of the Month was missing.


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 activity programme was well balanced and catered for a wide section of the community. There was a good mixture of casual sessions as

well as courses and clubs.

Progression through the swimming development programme was advertised on Poolside and in the Reception Area.

Activities available included:

general swimming sessions

swim school lesson programme

adult swimming lessons

the use of the Pool for birthday parties

aqua Fit

early birds swim club

ladies only sessions

parents & tots early morning swimming sessions

sub aqua classes

swim fit programme

badminton

sports hall activities including football and basketball


crèche facilities

fencing coaching

mini tennis coaching

badminton coaching

football coaching

an excellent range of group exercise classes,

There was also good partnership with the General Practitioners offering a GP referral clinic as well as a range of activities for over 50’s.

I also observed a trim trail running around the outside of the Centre which linked the Leisure Centre to outdoor activity.


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.

Using the search engine “Google” I was able to find Riverside Leisure Centre through Harpers Health & Fitness. The website address

http://www.harpersfitness.co.uk/gyms/riverside-leisure-centre--morpeth/ took me to the home page from where I found several links to the

following:

Centre information

location and contact

opening times

facilities

functions

Harpers personal training

timetables and brochures.

The information offered on these pages was very informative, particularly the timetables and brochures which were available to download in pdf

format.

I found the website to be very well designed, bright, clear and informative. It was easy to navigate and a wide range of inf ormation was available

to assist with the customers enquiries. However, when I followed the link to kids camps this took me to a generic page giving details of activities

offered by Harpers Health & Fitness at other Leisure Centres throughout the country. It had a sentence at the bottom request ing the customer

contact their local Leisure Centre for information relevant to their Centre. This gave the impression that a range of Ofsted registered activities

were available when they were actually limited to a few all of which were not in this area.

A Photography Policy was outlined on the notice board in the Reception Area as well as in the Wet side Changing Room.

http://www.harpersfitness.co.uk/gyms/riverside-leisure-centre--morpeth/


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


Summary of Mystery Visitor’s Findings

The setting of Riverside Leisure Centre was very pleasant being on the river bank and within the town centre. The Centre was very welcoming

and we enjoyed our Visit and would recommend it to family and friends.

Key strengths:

staff

fitness suite

branding

bright, clear and informative marketing material

bright and pleasant Reception Area

bright and attractive website

cleanliness

Key areas for improvement:

maintenance of lockers in the Female Dry side Changing Room

locks on changing cubicle doors in Wetside Changing Room

use of signage whilst carrying out cleaning duties

replacement of rusted Pool steps

repairs to wall in Female Toilet off Reception

stop using the radiators on Poolside to dry clothing.

Quest MV report template - WhatDoTheyKnow

Documents

Transcript of Quest MV report template - WhatDoTheyKnow