Older Americans Act (OAA) Title IIIE National Family Caregiver Support Program (NFCSP) Customer Satisfaction Survey October 2015 Overview and Procedure: It is the goal of the Area Agency on Aging of Pasco-Pinellas, Inc. (AAAPP) an Aging and Disability Resource Center (ADRC) to ascertain satisfaction from the clients and caregivers it assists. In 2015, the AAAPP did such for the Older Americans Act, Title IIIE Program. On an annual basis, each Caregiver Specialist is required to ascertain client satisfaction from the caregivers they offer support to. Each Caregiver Specialist mails out a client satisfaction survey and a self-addressed envelope to each caregiver. The sample of caregivers is derived from utilizing a CIRTS report illustrating each caregiver/client that received services in the previous month of the survey dissemination month. Some Caregivers/clients are excluded from this sample due to attrition within the program due to death or other factors whereas receiving a survey might be considered disrespectful. For 2015, the sample of caregivers to be surveyed equaled 99 and the number of surveys returned equaled 63 or a 64% rate of return. The survey was developed to inquire about the specific caregiver/client dynamic living situation. Additionally, the survey covers aspects such the caregiver s ability to continue providing care, any issues with current service delivery or positive or negative comments regarding the caregiver specialist. Responses to each question and from all caregivers are tabulated and summarized within the data section of this report. For reference, a copy of the Survey is following: 1
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Summary: The results of the survey reveal that within our fifth consecutive year of gauging satisfaction that 100% of the caregivers who responded are extremely satisfied with the services that they are receiving and with the services of both Caregiver Specialists. 98.5% of those responding reported that they would call the AAAPP again for help and 98.5% would recommend the Caregiver Program to their friends. When asked if these services help the person receiving care to stay at home, 98.5% replied that they did and 95.2% reported that the services helped the caregiver maintain or improve the quality of their life. 69.8% or 44 individuals rated the quality of the services they received as excellent, while 22.3% or 14 individuals rated their service quality as good. It is evident from individual comments that clients appreciate and depend on the services provided and the support that they receive from the Caregiver Specialists. An example of such is demonstrated through a variety of comments: We are very pleased with the outstanding services we received. Thank You! I am happy there are caring people out there that help me. I m so thankful for this service. In addition to asking about their satisfaction with the IIIE program, the survey also inquired about their caregiving experience. In response to the question regarding the one most positive aspect of being a caregiver, 49 caregivers (78%) replied that it was helping the care receiver live at home. Interestingly, approximately 5 or (8%) reported that caregiving always created a financial burden, 28 or (44%) responded it sometimes created a financial burden and the remaining 24 or (38%) said it rarely or never created a financial burden. When asked if the caregiver feels that they do not have enough time for themselves, 15 or (24%) said they always feel that that they do not have time for themselves, 34 or (54%) said that they sometimes feel that they do not have time, and only 12 or (19%) said that they rarely or never feel that way. Even with some respite being provided, over (60%) felt the stress of lack of personal time. Data: Total Number Surveys Mailed out: 99 Total Number of Surveys received: 63 Return rate: 64% Results of the survey are following. (Note: Comments indicate the name of the staff person who works with the person responding.) 4
Question 1: Are you satisfied with the help you receive from the Area Agency on Aging staff person (Nicole or Jody) who visits you at home? Yes responses = 63 (100%) No responses = 0 Not sure = 0 Missing data = 0 Question 2: Have you been satisfied with the services that you receive through this program? Yes responses = 63 (100%) No responses = 0 Not sure = 0 Missing data =0 Question 3: If you were to seek help again, would you call our agency? Yes responses = 62 (98.5%) No responses = 0 Not sure = 1 (1.5%) Missing data =0 Question 4: Would you recommend these services to a friend? Yes responses = 62 (98.5%) No responses = 0 Not sure = 1 (1.5%) Missing data =0 Jody- I already have Question 5: Do these services help the person receiving care to stay in the home? Yes responses = 62 (98.5%) No responses = 1 (1.5%) Not sure = 0 Missing data = 0 5
Question 6: Do these services help you maintain or improve your quality of life? Yes responses = 60 (95.2%) No responses = 1 (1.5%) Not sure = 2 (3.3%) Missing data = 0 Question 7: Overall, how would you rate the quality of the services you have received? Excellent = 44 (69.8%) Good = 14 (22.3%) Fair = 0 Poor = 0 Missing data = 5 (7.9%) Jody-Excellent Jody- Excellent! Without the services of my home health aide and DME (diapers, wipes, etc.) our life and my caregiving would be extremely difficult! Jody- Outstanding Jody- 100% satisfied Jody-Wonderful! Nicole- The services are excellent. This has allowed me, the caregiver, to have some free time. Question 8: In your experience as a caregiver, what is the ONE most positive aspect of caregiving? Note: Some caregivers checked more than 1 category. Helping your care receiver live at home = 49 (78%) Spending time with someone you care about = 14 (32%) Feeling a sense of accomplishment = 6 (10%) Satisfaction that care and attention are received = 14 (32%) Being appreciated = 7 (11%) Fulfilling a duty = 4 (6%) Other = 2 (3%) None = 2 (3%) Don t know = 1 (2%) Missing Data = 1 (2%) Jody-great work Jody-he is my husband 6
Question 9: In your experience as a caregiver, please tell how you feel about each of the following items. Check one answer for each question. a. Caregiving creates a financial burden for you Always/Usually = 5 Sometimes = 28 Rarely or Never = 24 Don t Know = 1 Missing data =5 Jody-Never Jody- I am unable to work b. You do not have enough time for yourself Always/Usually = 15 Sometimes = 34 Rarely or Never = 12 Don t Know= 0 Missing data= 02 Jody- she has to be with someone c. You do not have enough time for family Always/Usually = 11 Sometimes = 24 Rarely or Never = 24 Don t Know = 0 Missing data = 4 Jody-no d. Caregiving conflicts with your social life Always/Usually = 12 Sometimes = 24 Rarely or Never = 18 Don t Know = 2 Missing data = 7 Jody-Never Jody- Yes 10. Comments/ Suggestions Jody - I think either state or federal budgets should include pay to a 24/7 365 days a year caregiver without me, my wife would be a burden of the state, costing 10 s of thousands of dollars per year. Jody - Ruth Silver (Respite aide) has been wonderful. Jody - Jody does a fabulous job of helping me with our needs. Jody - I wish you would provide same time even if help is provided by VA Jody - I am happy for what I get. 7
Jody - We are very pleased with the outstanding services we received. Thank You! Jody - Your program has been outstanding. Jody - I feel, as though, God made it possible for Jody to be in our lives. Jody is very thoughtful, kind & genuine person I have ever met in my life! As well as caring about my mother she also helps me by listening, try to get help (counseling). We are very lucky to have her! Jody - I sometimes need someone to talk to about caregiving challenges or other stressors in my life. So a free counseling telephone helpline would be appreciated. I do try to attend Alzheimer s support groups but I m not always able to get out of the house. Jody - Need to add some more hours. Jody - I am happy there are caring people out there that help me. Jody - I think that your program should allow the aide to take my mother to the gym, or a walk, but the company she works for they are not allow to do so, but this will be good for my mother. Wish this will be consider. Jody - Provide more personal time for the caregiver, there appears that there is not enough funding. Jody - Your program is wonderful. Jody - I thank God for Jody! She was so caring that it made it easy for me to ask for help without feeling guilty. What a blessing she has been. Jody - Communication could be a little better maybe allowing exchange of phone # s for emergencies. Jody - Jody is an excellent staff person to represent your agency It s impossible to improve on her excellence, performance and caring. Jody - Thanks for your caring attitude Jody - Would like to see some hours even though my parents receive some help from VA. Jody - I need financial help and my days to myself are being cut to 61/2 hours per week. Jody - Program is good. Nicole - Did recommend four people to you for daycare. Nicole - I m so thankful for this service. Nicole - Caring and very competent. Nicole - It s an excellent program. Nicole - Appreciate counseling as well as homemaking services. Nicole - Everything is ok. Nicole - From the bus drivers to the caregiver at Evergreen. The program is excellent. It has allowed me to have a few days of doing chores, or things for myself. Thank you all. Nicole - So far everything has been very satisfactory. Thank you for this service. Nicole - I am pleased with the services that have been given to us. Thank you very much. Nicole - Six hours a week is not enough. Mom is 92 years old with moderate dementia. We need more hours a week. I need to go back to work, cannot leave mom alone. Nicole - I appreciate the hours he is receiving but it seems he has worked his whole life and had a retirement that he would be able to receive more hours that he is getting. I am his daughter and I am will to give him all my time. It would be great if he could receive 9 hours more each week. I am not able to do anything. I am getting overwhelmed with the situation but would not put him in a nursing home. Nicole - Doing a wonderful job that is very much appreciated. Can t think of any way to improve. Conclusion: There are a multitude of surveys that the AAAPP is aware of and that are sent to Caregivers to gauge their satisfaction with services, or life, and/or needs. The AAAPP OAA Title IIIE Caregiver Satisfaction Survey is careful to not duplicate like surveys in order to decrease any more undue burden on the caregiver. Questions are generally designed to help the AAAPP understand how services are going as well as be a tool to improve on any deficiencies. 8
During the tabulation of the responses and the writing of this report, it is clear that caregivers give the AAAPP s OAA Title IIIE program as well as the two Caregiver Specialists serving them, high accolades. For this we are proud. Any remarks that illustrated dissatisfaction were more relative to limited funding, which equates to lower service levels/frequencies. The AAAPP can do its part to advocate for increased funding as this is most likely a trend nationwide. Opportunity to help clarify any comments was not easy due to the anonymity of the survey process. Participants were notified that if they wished for a response to please signify who they were. That did not always occur. Lastly, our return rate was higher this year versus previous years. This might be attributed to new clientele who wish to be vocal. The program will continually strive to secure a higher return rate during our 6 th consecutive satisfaction survey process. 9