As a way to monitor client feedback, the (DSAS) Performance Management Unit mails Customer Satisfaction surveys to clients who were enrolled in DSAS programs. These surveys are mailed on a random, semi-annual basis. Clients receiving this survey are provided a postage-paid return envelope, but no other incentive for completing the survey. They also have the ability to provide specific comments about their services and are contacted if requested. Scores from surveys received for the Community Social Services Program (CSSP) program are used in the overall evaluation of providers contracted by DSAS. For the first six months of 2017, DSAS received 516 surveys, a response rate of 29%. For Adult Protective Services (APS), surveys are sent to the person making the referral to APS. This report provides an analysis of all questions that were asked in each survey. A sample of the comments received is provided at the end of the report. Table of Contents Highlights. 2 Centralized Intake Unit.....3 Adult Protective Services... 4 Home Support Services.. 5 Options for Independent Living......6 Information Services Unit-Benefits Check-Up (BCU).....7 Information Services Unit-Bed Bug Removal Services.......8 Community Social Services Program (CSSP)..... 9 Sample of Comments Received...12 Contacts Questions/Comments about the Satisfaction Survey Results should be directed to: Kit Newell, (216) 698-6672, Kit.newell@jfs.ohio.gov Molly McLaughlin, (216) 698-6742, Molly.mclaughlin@jfs.ohio.gov 1
Overall Highlights Overall customer satisfaction rates (Percentage indicating excellent or good ): o Centralized Intake: 84% o Adult Protective Services: 53% o Home Support Services: 10 o Options for Independent Living: 91% o Information Services: 88% of respondents for Centralized Intake indicated they received the help they needed. 96% of Adult Protective Services respondents indicated their anonymity was protected. 10 of Home Support clients indicated that the services they receive from their nurse and home health aide enable them to continue to live at home (94% for Options clients). 10 of Home Support clients stated they would recommend these services to their friends. Only 6% of Options clients indicated that they have had to stay in a Nursing Home in the last 12 months. 69% of respondents indicated they were approved for a benefit for which they applied (another 23% had their application pending at the time the survey was received. 85% of Community Social Services Program respondents indicated that they felt less lonely because of the services provided at their senior center. (Percentage indicating Strongly agree or Agree ). 87% of Community Social Services Program respondents indicated that they felt better mentally due to the services provided at their senior center; 84% said they felt better physically. (Percentage indicating Strongly agree or Agree ). 2
Centralized Intake Unit (CIU) (51 surveys received out of 250 mailed, 2 response rate) How did you find out about Centralized Intake? 30 25 20 10 0 10 9 Social Worker Word of Mouth Medical Professional 5 4 3 2 1 DSAS Website Ad Other Community Event Brochure What was your reason for contacting Centralized Intake? Adult Protective Services Medical/Home Health Aide Services 8 Assistance with applications 8 Meals 4 Other 4 Transportation 3 34 0 5 10 15 20 25 30 35 40 How quickly was your call answered? 19% Immediately Did you get the help you needed? 12% 39% About 1 minute 21% Longer than 1 minute 21% Under 30 seconds 88% Overall Customer Satisfaction Rating 10 5 55% 29% 8% 8% Excellent Good Fair Poor 3
Adult Protective Services (APS) (31 Surveys received out of 258 mailed, 12% response rate-survey mailed to individual who made the APS referral) Relationship of Respondent to Client How did you find out about APS? 1 16% 6% 45% Social Worker Medical Professional Relative Friend 11% 11% 8% Professional Association Training Family/Friend 55% of respondents have made 5 or more referrals to APS; 26% have made 1 23% Safety 7 Advertisement Explained Steps in APS Process and Protected Referent s Anonymity Protected Anonymity Explained Steps in Process 63% 96% 2 4 6 8 10 12 % indicating How Quickly Referent was Contacted by APS Staff 68% of respondents stated they were contacted by APS 7% 22% 15% 3 Within 72 hours Within 1 day Longer than 1 week Within 1 week Never 26% 10 Overall Customer Satisfaction Rating 5 3 23% 3 17% Excellent Good Fair Poor 4
Home Support Services (32 Surveys received out of 115 mailed, 28% response rate) How Client Learned About Home Support 12% 15% 9% 41% Social Worker 23% Word of Mouth Website/Intake Medical Professional Brochure/Ad Respondents in Receipt of Other Types of Assistance 6% 12% Social Security Medicaid 14% 47% Food Assistance Energy Assistance Housing 21% 10 of respondents stated their Home Health Aide treated them with respect 10 of respondents stated their Nurse treated them with respect 10 of respondents stated the scheduler was courteous and helpful 10 of respondents stated they would recommend these services to family and friends 97% of respondents stated their nurse returned their phone call in a timely manner 93% of respondents stated their home health care aide always arrived at their scheduled time 92% stated they have never sought home health aide services from another agency 86% stated their Home Health Aide always provided service the entire time 83% of respondents stated they were always notified when there was a substitute home health aide Explanation 76% and of respondents Implementation stated of a Care fill-in Plan aide was always Improvement offered when in needed Home Situation Explanation and Implementation of Care Plan 10 97% 10 Improvement in Home Situation 10 10 97% 5 Nurse Explains Plan 3% Aide Follows Plan 5 3% Do the services Is your situation you receive enable better because of you to live at home these services Overall Customer Satisfaction Rating 10 5 68% 32% Excellent Good Fair Poor 5
Options for Independent Living (122 Surveys received out of 312 mailed, 39% response rate) How Client Learned About Options 6% 4% 2% Social Worker Word of Mouth 9% Medical Personnel 44% 9% Advertising/Brochure DSAS Intake Line Respondents in Receipt of Other Types of Assistance 100 87 80 60 44 40 31 31 22 20 26% Community Event Other 0 Social Security Food Stamps Medicaid Energy Assistance Housing 94% of respondents stated the services they receive helped them continue to live at home 94% of respondents stated their situation was better because of their case manager s help 94% of respondents stated their case manager returned their phone call in a timely manner 85% of respondents stated their case manager helped them get services they did not have before Establishment and Explanation of Services 10 96% 96% 89% Nursing Home or Hospital Stay in last 12 months 10 94% 64% 5 Quality of Service Establishment 4% 4% Understandable Explanation of Services 11% Client Involvement in Planning Services 5 6% Nursing Home Stay last 12 months 36% Hospital Stay last 12 months 10 8 6 4 2 Overall Customer Satisfaction Rating Excellent Good Fair or Poor 56% 6 57% 61% 5 49% 53% 35% 38% 4 34% 35% 29% 21% 19% 9% 12% 11% 9% 12% 1 Overall Home Delivered Meals Emergency Response System Chore Medical Transportation Homemaker Services Grab Bar 6
Information Services Unit (Clients Attending Benefits Check-Up (BCU) Events) 17 Surveys received out of 101 mailed, 17% response rate How did you find out about the BCU event? Did you qualify for a benefit as a result of the BCU Event? 27% 2 53% Community Organization Friend Other 8% 23% 69% Application Pending 88% of respondents stated they were treated with respect 85% of respondents stated the IOU staff member arrived at the scheduled time of respondents stated the information presented to them was understandable of respondents stated they knew what to expect after the application was submitted 67% of respondents stated the IOU staff member helped them get services they did not have before 5 of respondents stated they knew who to contact with questions 47% of respondents stated that they have a better idea of how to get help Overall Customer Satisfaction Rating 10 5 44% 31% 19% 6% Excellent Good Fair Poor 7
Information Services Unit-Bed Bug Extermination Program 8 Surveys received out of 15 mailed, 17% response rate How did you find out about Extermination Services? 13% Word of Mouth Professionalism of the staff providing services 12% 12% Brochure Excellent 5 Medical Professional Intake 63% Good Fair Preparation Information 10 5 10 10 88% 12% Preparation Sheet Provided Preparation Sheet Explained process Contacted to know date of services 86% of respondents stated the Information Services staff provided a clear expectation of services 88% of respondents stated that follow-up services were provided after the initial treatment 86% of respondents stated the provider answered all of their questions 83% of respondents stated they knew how to contact the provider 83% of respondents stated the treatment eliminated the bed bug program How would you rate the overall quality of service? 10 5 63% 5 38% 12% 12% Excellent Good Fair Poor Quality of Initial Inspection Overall Quality of Services 8
(Community Social Services Program (CSSP) (255 Surveys received out of 746 mailed, 34% response rate) 10 Overall Satisfaction with the Senior Center 76% 67% 66% 73% 7 62% 59% 5 21% Data based on 238 responses 27% 28% 23% 23% 26% 26% 11% 8% 2% 4% 4% 5% 1% 1% 1% 1% 1% 2% 1% 1% 2% 3% 1% 2% 2% Treated With Respect Comfortable Making Suggestions tice of Upcoming Activities Safety of Center Cleanliness Temperature Less Lonely Because of Services From the Senior Center Strongly Agree Agree Neutral Disagree Strongly Disagree 10 Adult Day Services 5 38% 26% 18% 18% 45% 37% 9%9% 29% 29% 29% 13% 42% 29% 4 4 4 4 34% 33% 33% 34% 33% 33% 34% 33% 33% 2 2 Interesting Activities Offered Staff Better Mentally Encouragement due to Center to Participate Activities Better Physically due to Center Activities Meals Served on Time Food Tastes Good Food is Appetizing Food Served at Appropriate Temperature Menu has a Wide Variety Data based on 11 responses for 1 provider Strongly Agree Agree Neutral Disagree Strongly Disagree 9
Community Social Services Program (CSSP) 10 Adult Development Services 5 56% 33% 51% 51% 39% 36% 57% 55% 56% 31% 32% 1 9% 12% 11% 11% 14% 13% 1% 1% 1% 1% 1% 2% 2% 2% 2% Interesting Activities Offered Activities Offered at Convenient Times Good Variety of Activities Staff Encouragement to Participate Better Mentally due to Center Activities 28% Better Physically due to Center Activities 49% 46% 38% 36% Guest Speakers Presentation is Understandable 18% Guest Speakes Present Interesting Information Data based on 133 responses Strongly Agree Agree Neutral Disagree Strongly Disagree Congregate Meals 10 71% 68% 62% 7 62% 5 26% 23% 3 24% 28% 3% 7% 6% 4% 5% 4% 1% 1% 1% 1% 1% 1% 1% Meals Served on Time Food Tastes Good Food is Appetizing Food Served at Appropriate Temperature Menu has a Wide Variety Data based on 121 responses Strongly Agree Agree Neutral Disagree Strongly Disagree 10
Community Social Services Program (CSSP) Transportation 10 61% 7 74% 66% 62% 6 58% 62% 65% 5 29% 26% 24% 29% 26% 29% 29% 11% 6% 8% 11% 9% 4% 1% 4% 7% 1% 1% 1% 2% 3% 2% Driver is On Time Driver is Safe Driver is Courteous Driver Helps Client Board Vehicle Vehicle is Clean Outings are Enough Time Interesting (*) to Bank and Shop (**) Grocery Store Trips Frequency Meets Needs (**) Overall Satisfaction (***) Strongly Agree Agree Neutral Disagree Strongly Disagree Data for first 5 questions based on 126 responses; (*) 154 responses; (**) 102 responses; (***) 130 responses; How did you find out about your Senior Center? 150 125 117 100 75 50 25 0 30 28 24 22 16 2 1 * Other includes city newsletter, provider newsletter, church, and respondent lives where services are offered 11
Sample of Comments Received Centralized Intake I call frequently. I find your staff quite helpful. I appreciate all the hard work The worker that helped me was helpful and graceful. She made a point to listen carefully. I was also provided an update on my request. Adult Protective Services Very good cooperation from all involved. Many times seniors refuse help. Home Support I am quite satisfied with my HHA. This is the first time I've ever received help in my life and I am thankful that the service has been rewarding. We are extremely pleased with all four of our HHA's. My husband looks forward to their visits and they are all pleasant. Options for Independent Living I feel blessed that my county has helped me through tough times. I like to be independent but sometimes it gets tough. I feel the people involved with me are very compassionate and trustworthy. Thank you from the bottom of my heart. I appreciate my care manager. She's kind and thoughtful. Thank you for sending nice people to me. Please consider giving my caseworker a promotion and an increase in pay. She is very worthy of her job. Information Services The DSAS staff that assisted were helpful and professional and I would not hesitate to contact them again if I needed assistance. Community Social Services Program (CSSP) I am blessed to be able to attend here. It is always good karma to fellowship with fellow seniors, offering a variety of activities. This helps mentally more so than physically sometimes. I am a cancer survivor and I joined the center to better my life. It has! I am truly enjoying the Smile program, pinochle and a whole number of other programs offered. It has put my life back on track. Thank you! I am enjoying the friendliness and hospitality that I receive whenever I visit the senior center. I feel better both mentally and physically since I've become involved here. I feel the need to remain active at the center. I'd like to share and give something back to the new seniors who will arrive later. My 2 years here have inspired me to keep moving forward, stay healthy and live longer. 12