CQI

 

Quarterly Client Surveys

January 25 through January 30, 2010

Summary and Observations

 

The surveys were given by the agency receptionist, and the clients were asked to complete the surveys and place them in the envelope in the Agency lobby.  Clients appeared to understand this instruction, however some clients chose to take the survey home and complete it.

 

162 surveys were distributed (78 for adult/ older adult, 59 for Children and Youth, and 24 for Substance Abuse). 134 total surveys were completed;  62 for the family/ older adult departments, 59 for Children and Youth, and 13 for Substance abuse. 

 

The cultural background is primarily white (86%), with 7% being African-American, 1% being Multi racial, 1% Asian, 1% Native American, and 4% being Hispanic.  1 person did not respond to the question

 

The following is a summary of the 134 surveys that were completed:

• 54% were male, 43% were female, and 3% did not respond to the question

• The average family size was 3

• Average Income was between $35,001 and $40,000

• 99% stated that their rights as a client was explained to them (standard is 90%)

• 36% were charged a fee.

• 93% stated that they  received prompt attention when they first contacted the agency. (standard is 90%)

• 99% stated that their first appointment followed within a reasonable time.(standard is 90%)

• 99% stated that they felt comfortable that the information that they shared was handled confidentially.  (standard is 98%)

• 99% stated that the Agency had been helpful. (standard is 90%)

• 100% felt that the agency treats clients with respect. (standard is 95%)

• 99 % stated that they were given the opportunity to participate in, and agree to a plan of service. (standard is 90%)

• 94% of those that it applied to, indicated that a written consent was obtained to send information about them to another agency or person. (standard is 90%)

• 2% of respondents indicated that there was service or help that they expected or needed from the agency that they did not receive (court ordered for group, wanted individual counseling). (standard is no higher than 10%)

• 92% indicated that the agency assisted them in arranging for services elsewhere if the agency could not provide something that was needed. (standard is 90%)

• 99% indicated that they would return to the agency for services, if needed, in the future. (standard is 90%)

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A list of barriers that got in the way of accessing services:

• Gas prices

• Transportation

Plan:  Notices have been put up regarding the availability of bus tickets.  Clinicians will be reminded of this availability for their clients.