FY 2020 and FY 2021 Client Satisfaction Surveys were mailed out to consumers due to the Covid-19 pandemic. This resulted in a lower return rate of surveys.

Starting in FY 2022 we were able to implement a hybrid model for handing out surveys. Surveys were either mailed, handed out face to face or individuals were called on the phone to complete the survey. As we switched to post pandemic times, we can provide services in the setting that is comfortable for the client and their families.

In FY 2025 QR Codes were introduced along with paper copies. This allows our consumers to pick the best option for them when filling out the survey.

In terms of the survey, we are constantly working toward increasing our response numbers. Case managers physically handing the survey to clients as opposed to mail outs have helped in this endeavor.

FY 2025 our Reception Staff used an iPad and QR codes to support with our return rate. This allows for clients to be able to fill out the confidential survey while they wait for their appointment.

All Team Leaders are engaging in a Turn the Curve exercise with their teams regarding the annual consumer satisfaction results. The information is gathered and centralized as part of an agency wide initiative to improve outcomes.