Thirty one (31) surveys were sent to family/guardians and twenty seven (27) surveys were returned, which gave us a 87% return rate compared to last year’s return rate of 100%.
The questions on the survey remained the same as last year, however, the rating system changed this year. In 2009 the system was rankings of 1-3 and in 2011 the rankings were 1-5. This may account for some of the changes in the satisfaction level of the individuals served.
On the question of do you feel like you can talk to your case manager or staff the ranking went up from 80% Very Satisfied in 2009 to 44% very satisfied in 2010.
The satisfaction level with services they are receiving went down from 80% very satisfied in 2009 to 44% very satisfied in 2010.
Individuals who felt staff listened to them went from 93% very satisfied in 2009 to 30% very satisfied in 2010.
Individuals satisfied with quality of services went from 70% very satisfied in 2009 to 41% very satisfied in 2010.
Individuals who felt their home was comfortable and met their needs went from 96% very satisfied in 2009 to 41% very satisfied in 2010.
Due to the change in numbering system it is difficult to determine if satisfaction with services truly changed. Next year the number system will be set to one level and will remain the same from here on so that each year’s results can be compared to track for changes in satisfaction levels.
Satisfaction questions that are asked of individuals throughout the year on quarterly reports, home visits, etc indicate that the individuals are overall very satisfied with their services.