Consumer Satisfaction Survey Results -

What Does Satisfaction Mean to You?

CMH Satisfaction Graph - FY06-FY08

Consumer Satisfaction

HOW SATISFIED ARE THE PEOPLE WE SERVE?

2006-2007

Each year, NorthCare providers survey consumers as one of several ways to assess consumer/client experience with their community mental health and/or substance abuse provider and the services that are offered.

In general, scores from the 2006 surveys indicate consumers believe they are being treated well and are receiving services that comply with standards for appointment times, service planning, consumer rights, respect for cultural/ethnic values, and overall satisfaction.

Surveys were mailed to 4,013 consumers of mental health services and 1,014 of those were completed and returned resulting in a 25% rate of return.  Satisfaction ratings for the 10 questions asked range from 85% to 97% with an average rating for all questions being 94%.  NorthCare feels that a clear picture of how satisfied a person is with their services is that they would recommend these services to a friend or family member.  Response to this question from recipients of mental health services was 94%.

Another 139 surveys were mailed to clients receiving substance abuse services and 45 of those were completed and returned -- a 32% rate of return.  Satisfaction ratings for the 9 questions asked range from 86% to 98% with an average rating for all questions being 92%.  NorthCare feels that a clear picture of how satisfied a person is with their services is that they would recommend these services to a friend or family member.  Response to this question from recipients of substance abuse services was 89%.

NorthCare will continue to assess consumer/client satisfaction and respond to comments submitted as part of this survey process.  We will continue to identify improvement initiatives that will bring us to our satisfaction rating threshold of 95% or higher for each survey question. 

We would also like to thank everyone who took the time to complete and return a survey.  We find this information valuable to our performance improvement process and ensuring service recipients are satisfied.

Here is what our consumers are saying…

Comments from substance abuse service recipients:

• "I'm just so grateful to be able to have this service.  My husband and I really needed this and we are getting better."  (SA Services)

 

• "I really like the fact that the treatment was specific.  I wasn't forced to be treated for drugs I've never even seen, let alone done."  (SA Services)
  

Comments from mental health service recipients:

• " I must say that the people I deal with at Pathways have been just great.  The concern and effort they put into their work to make my life easier are so greatly appreciated" 

 

• "With Pathways help, I am off street drugs and alcohol-- I was guided back to normal living.  My medication keeps me thinking straight.  Pathways' staff are wonderful."

 

• Wouldn't have made the progress I have without the help and guidance provided!!

 

• Excellent program.  Helpful in every aspect of life.  Able to discuss life and its current events versus past traumas.  Very insightful.

 

• Staff are wonderful, provide excellent care, know and can anticipate needs.  Staff carry out their jobs with the utmost compassion.