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2009 Client Satisfaction Survey Highlights Andrew Koch, Data Support and Evaluation Coordinator

2009 Client Satisfaction Survey Highlights Andrew Koch, Data Support and Evaluation Coordinator Prepared October 2009. Background. A Client Satisfaction Survey is normally conducted annually (was not done in 2008)

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2009 Client Satisfaction Survey Highlights Andrew Koch, Data Support and Evaluation Coordinator

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  1. 2009 Client Satisfaction Survey Highlights Andrew Koch, Data Support and Evaluation Coordinator Prepared October 2009

  2. Background • A Client Satisfaction Survey is normally conducted annually (was not done in 2008) • Building Healthy Organizations (BHO)requires that a minimum of 100 clients be surveyed or interviewed at least once every two years. • The survey must cover these core categories: • accessibility, staff communication, quality, impact, and overall satisfaction with programs and services.

  3. Background • The survey instrument used in previous years was based on questions recommended by BHO • The clinical directors for Toronto CHCs recently agreed to a set of core questions that all CHCs will include in their surveys (for comparison)

  4. Method • Survey revised based on recommendations from past reports, research and staff input • Survey translated into 5 languages • Available at all 3 offices (table set up at 340 College) for 3-week period (July-Aug) • ‘Convenience sample’ (not randomly selected) • Analysis in progress

  5. Respondents • 194 responses, mostly at 340 College St. • Average age=37 (range: 16-83 ) • Mix of newer and long-term clients • Different immigration statuses represented

  6. Overall Satisfaction

  7. Availability & Accessibility

  8. Rights & Responsibilities

  9. Quality of Client/Provider Relationship

  10. Confidentiality

  11. Information & Referrals

  12. Cultural & Religious Sensitivity

  13. Anti-oppression

  14. Responsiveness to Client Needs

  15. Impact/Outcomes

  16. Summary • Overall ratings are positive–most categories >80% • Few major concerns identified • Some clients expressed concerns re. waiting time for appointments • Many clients not aware of rights/responsibilities and suggestion/complaints process • Some room for improvement re. cultural sensitivity? • Settlement clients not well represented in sample

  17. Next Steps • Further analysis of data for key questions • e.g., subgroup comparisons, open-ended responses • Share preliminary results with front-line staff • Develop recommendations • Share selected findings with clients • Compare benchmark questions with other CHCs • Write final report

  18. Questions or Comments?? akoch@accessalliance.ca

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