Updated by: Lynn Jones
Last Updated: October 28, 2019
WCMHS administered its 8th Client Satisfaction Survey in May 2019 (5/20/19 - 6/7/2019) across 5 agency divisions. This administration was implemented in coordination with the School Based Client Satisfaction Survey to help alleviate the issue of survey fatigue. The School Based Survey incorporated the same core questions as the general WCMHS Client Satisfaction Survey in accordance with the Statewide Unified Satisfaction Survey. For fidelity of the survey all clients/consumers were asked the same six questions as all other Designated Agencies: "I received the help I needed", "I received the services that were right for me", "Staff treated me with respect", "The services I received made a difference", "My quality of life has improved as a result of the services I received", and "I would recommend this program to a friend or colleague." An additional question was added for Developmental Services recipients only, "I like where I live." Consumers were asked to respond to 12 questions assessing agency and staff quality as well as a rating their experience of the services they received using a 5-point Likert scale. These 12 questions were followed with 1 question asking for the likelihood to recommend WCMHS to a friend or a colleague using a 0-10 scale and a write-in comment section.
571 Agency –wide (5/20/19 – 6/7/19)
+ 120 CYFS School Based Services (May 2019)
691 Total = [691 Agency-wide surveys collected/3961 unique clients served = ~17.44% response rate]
Overall, 81.17% of CSP respondents provided a positive response (6-10 on increasing scale) to the question, "I would recommend this program to a friend or colleague."
"Extremely Likely" (10)-45.88% (9)-18.82%
745 Total Respondents agency wide = [745 Agency surveys collected/4276 unique Agency clients served = ~17.42% Agency response rate]
63 Total Respondents CSP= [63 CSP surveys collected/351 unique CSP clients served = ~17.94% CSP response rate]
Overall, 92.06% respondents believe "I received the help I needed": Strongly Agree- 57.14% and Agree- 34.92%.
573 Total = [573 surveys collected/3,892 unique clients served = ~14.72% response rate]
Overall, 84.04% respondents believe "I received the help I needed": Strongly Agree- 45.26% and Agree- 37.89%.
796 Total = 20% response rate.
For CSP, the # of surveys collected increased from 53 to 95.
Overall, 89% respondents believe "I received the help I needed": Strongly Agree- 60.38% and Agree- 28.30%.
|CSP Collection Results
||95 (up 79%)