ADULT CONSUMER SATISFACTION SURVEY REPORT 2011 by z93WNG82

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									                             2011 Adult Consumer Satisfaction Survey
In the fall of 2011, Saginaw County Community Mental Health Authority (SCCMHA) conducted
its annual adult consumer satisfaction survey to identify consumer perceptions of various aspects
of care. Surveys were distributed to adult consumers who received services from SCCMHA, its
contract providers, or the county substance abuse agency. This report describes the
implementation and results of the survey.

Satisfaction Survey Tool
The Mental Health Statistics Improvement Program (MHSIP) survey has been used each year
since 2005. The survey’s forty-one items assess seven different categories of consumer satisfaction.
The first four categories reflect the attributes of the
provider. The last three reflect the consumer’s
status in clinical improvement, daily functioning,
and relationships. (See Appendix A on page 16 for a                  Social       General
                                                                 Connectedness  Satisfaction
copy of the survey.)

Distribution Method & Return Rates                                                                      Access to
All adult consumers with mental illness,                       Functioning CONSUMER
                                                                                                        Services
developmental disabilities and/or substance use
disorders who received services during the six                                           PROVIDER
months prior to the implementation were given the
opportunity to complete a survey. A total of 1,744                                                   Quality/
                                                                   Outcomes                      Appropriateness
surveys were distributed. 1,597 (92%) of the
surveys were sent by mail with a postage-paid                                 Participation in
return envelope, and 147 (8%) were hand delivered                               Treatment
                                                                                 Planning
by staff to consumers that receive assertive
community treatment or substance use disorder
services. All surveys were administered anonymously.
Over four hundred completed surveys were returned for a return rate of 24%. Thirty-seven
percent of them were completed with assistance from a parent or guardian.

                                                               # SURVEYS      # SURVEYS            RETURN
                                  TEAM
                                                              DISTRIBUTED     RETURNED              RATE
           SCCMHA Community Support Services 1 (CSS 1)           137               31                 23%
           SCCMHA Community Support Services 2 (CSS 2)           207               32                 15%
           SCCMHA Support Coordination Services 1 (SCS 1)        384              124                 32%
           SCCMHA Support Coordination Services 2 (SCS 2)        246               78                 32%
           Disability Network of Mid-Michigan (DNMM)              54               20                 37%
           Saginaw Psychological Services (SPS)                  282               41                 15%
           Training and Treatment Innovations ACM (TTI-ACM)      287               48                 17%
           Training and Treatment Innovations ACT (TTI-ACT)       47               11                 23%
           Treatment and Prevention Services (TAPS)              100               35                 35%
           Total                                                 1,744            420                 24%




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Results Calculation
Consumers were asked to rate their level of agreement with statements along a five-point scale
from 1 (Strongly Agree) to 5 (Strongly Disagree). Positive responses represent their satisfaction
with that aspect of care. Scores for the seven categories were obtained by calculating the mean
average across the items comprising each category. Items with missing data and responses of
“not applicable” were omitted from the calculation. The survey data are summarized showing the
percentage of consumers with positive responses in each category.
To obtain these percentages, individual mean scores less than or equal to 2.5, the scale midpoint,
were classified as being in agreement with the statement. Individual mean scores above 2.5 were
classified as being in disagreement.

Confidence Level
Survey results depict the scores with a 95% confidence level and a 4% confidence interval.
Statistically this means we can be 95% certain that the true scores for the entire population of
1,744 individuals surveyed are the scores reported by the 420 respondents plus or minus 4%. For
example, if 80% of the respondents indicated satisfaction, we can be sure that between 76% and
84% of the entire population would indicate satisfaction.

Overall Survey Results
Overall survey results show that respondents are very satisfied with the services received.
The average level of satisfaction increased from 84% to 87% in 2011. Similar to last year’s
survey, scores in six of the seven categories of satisfaction increased and one remained the same
as shown in the chart below. The consumer Outcomes and Functioning categories increased 7%
and 5%, respectively


                                                  Adult Consumer Satisfaction Survey
                                                         OVERALL RESULTS

                                            2010 (n=445 / ave=84%)                 2011 (n=414 / ave=87%)

                       89% 90%       87% 90%        90% 90%
                                                                    86% 87%                                       87% 88%
                                                                                            81%          80%
                                                                                      74%          75%




                        General      Access to      Quality /   Participation in     Outcomes     Functioning      Social
                      Satisfaction   Services    Appropriateness Treatment                                      Connectedness
                                                                   Planning




Results by Satisfaction Category
The following data represents survey results by category for each primary provider team that
provides services to adult consumers. When looking at results by survey category, sample sizes
of the team must be considered. TTI-ACT with a sample size of eleven has a much lower
confidence level than SCS 2 with a sample size of 124. The larger the sample size, the more
certain we can be that the results truly reflect those of the entire group. Team specific results
begin on page 7 of this report. (See Appendix B on page 20 for list of survey items by category.)


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 General Satisfaction                                                           Adult Consumer Satisfaction Survey
                                                                                   GENERAL SATISFACTION
 Items in the “General
 Satisfaction” category include                                        2010 (n=438 / ave=89%)              2011 (n=414 / ave=90%)
 whether the provider would be                                                                                                          100%
 recommended to a friend or family                                        93% 95%   94% 97%     93% 94%
                                                                                                                                                     97%
                                                             90% 87%                                                        88%   88%
                                                                                                          86%         83%                      86%
 member, whether the same                                                                                       76%
                                                   71% 68%
 provider would be chosen if other
 options were available, and
 whether the consumer liked the
 services provided. The average
 level of general satisfaction across
 all providers increased slightly
 from 89% to 90% this year. Team                     CSS1
                                                    (n=31)
                                                               CSS2
                                                              (n=31)
                                                                           SCS1
                                                                          (n=123)
                                                                                      SCS2
                                                                                     (n=76)
                                                                                                DNMM
                                                                                                (n=18)
                                                                                                           SPS
                                                                                                          (n=41)
                                                                                                                      TTI ACM
                                                                                                                       (n=48)
                                                                                                                                  TTI ACT
                                                                                                                                   (n=11)
                                                                                                                                                   TAPS
                                                                                                                                                  (n=35)
 scores ranged from 68% to 100%.


                       Adult Consumer Satisfaction Survey                                 Access to Services
                             ACCESS TO SERVICES
                                                                                       The “Access to Services” category
                2010 (n=437 / ave=87%)            2011 (n=414 / ave=90%)               consists of items assessing the
                                           100%                           100%
                                                                                       convenience of the provider
        88% 87%
                   93% 94%
                               89% 91%                          90%   90%          89% location, ability to get needed
    84%                                86%
79%                                             78%
                                                    73%
                                                           81%                         services, staff’s willingness to see
                                                                               71%
                                                                                       the consumer as often as needed,
                                                                                       ability to see a psychiatrist when
                                                                                       necessary, convenience of
                                                                                       appointment scheduling, and
                                                                                       prompt (within 24 hours) return of
                                                                                       phone calls. Consumers reported
  CSS1
 (n=31)
          CSS2
         (n=31)
                     SCS1
                    (n=123)
                                 SCS2
                                (n=76)
                                        DNMM
                                        (n=18)
                                                  SPS
                                                 (n=41)
                                                           TTI ACM
                                                            (n=48)
                                                                      TTI ACT
                                                                       (n=11)
                                                                                 TAPS
                                                                                (n=35)
                                                                                       more favorably about access to
                                                                                       services again this year with a
                                                                                       three percentage point increase
  over the previous year. Ninety percent (90%) of consumers agreed that their respective providers
  were accessible and capable of accommodating them when needed. Team scores ranged from 73%
  to 100% this survey year.

 Quality/Appropriateness                                                    Adult Consumer Satisfaction Survey
 A series of items rate the                                                  QUALITY/APPROPRIATENESS

 “Quality and Appropriateness of                      2010 (n=434 / ave=90%)           2011 (n=413 / ave=90%)
 Care.” This category assesses
                                                                                                               100%
 the consumer’s perception of the             92%        94% 93%     94% 92% 92% 94%            90% 90%                 91%
                                          87%                                                              88%      86%
 staff’s helpfulness in obtaining     80%         81%                                80% 80%
 information about presenting
 conditions, staff’s believe that
 the consumer could grow,
 change, and recover, staff’s
 sensitivity to different cultural
 and ethnic backgrounds, staff’s
 encouragement to utilize               CSS1    CSS2       SCS1        SCS2   DNMM     SPS      TTI ACM    TTI ACT    TAPS
                                       (n=31)  (n=31)     (n=123)     (n=76)  (n=18)  (n=41)     (n=48)     (n=11)   (n=35)
 consumer-run programs such as
 support groups, and the
 provision of information concerning consumer rights. The level of agreement in this category
 remained at 90% this year. Team scores ranged from 80% to 100%.


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Participation in Treatment Planning
                                                                                             Adult Consumer Satisfaction Survey
Two survey items assess the                                                              PARTICIPATION IN TREATMENT PLANNING
consumer’s perception of
whether or not they were                                                            2010 (n=405 / ave=86%)                         2011 (n=389 / ave=87%)
involved in their treatment                                                                                        100% 100%
planning. The overall level of                                          90%
                                                                              84%
                                                                                        92% 91%
                                                                                                        88% 88%                                       88%                      86%
                                                                                                                                                                                     91%
                                                                                                                                               81%             83%
positive responses increased                             79%                                                                      78% 80%
                                                               74%                                                                                                    73%
slightly to 87%. Team scores
ranged from 73% to 100%.




Outcomes                                                  CSS1           CSS2            SCS1            SCS2        DNMM          SPS         TTI ACM         TTI ACT          TAPS
Several survey items assess the                   (n=31)      (n=31)    (n=123)   (n=76) (n=18)  (n=41)  (n=48) (n=11) (n=35)

consumer’s agreement with
statements regarding outcomes resulting from services received from their respective provider.
“Outcome” areas of satisfaction included social functioning, family relations, functioning at
school/work, symptom improvement, ability to deal with crises and daily problems, housing, and
                                                                                          a perception of greater control
                         Adult Consumer Satisfaction Survey                               over life circumstances. This
                                       OUTCOMES                                           category showed the greatest
                                                                                          improvement as compared to
                 2010 (n=407 / ave=74%)            2011 (n=375 / ave=81%)
                                                                                          the others, moving from 74%
                                                                                          overall satisfaction in 2010 to
                        89%
     81%            83%
                                    87%
                                            81%                                      84%  81% this year. Team scores
         76%                    76%                              76%
 71%
             66%                                     66%
                                                            72%        73% 70%  71%       ranged from 66% to 89%.
                                         60%
                                                     53%




    CSS1     CSS2      SCS1      SCS2     DNMM            SPS           TTI ACM         TTI ACT          TAPS
   (n=31)   (n=31)    (n=123)   (n=76)    (n=18)         (n=41)          (n=48)          (n=11)         (n=35)




Functioning
The “Functioning” category                                                               Adult Consumer Satisfaction Survey
assesses the consumer’s                                                                           FUNCTIONING
perception of whether they do
                                                                              2010 (n=404 / ave=75%)                           2011 (n=384 / ave=80%)
things that are more
meaningful to them and if
                                                                                                                                                                               88%
they are better able to take                       84%            84%
                                                                                  80%
                                                                                        86%
                                                                                                        78%
                                                                                                                                               83%
                                                                                                                                                         78%
care of their needs, better able                         71%            70%                       68%
                                                                                                                 73% 71%          70%    73%                   73%       71%
                                                                                                                            61%
to handle things when they go
wrong, and better able to do
things that they want to do.
Overall results increased
again this year going from
75% to 80%. Team scores                             CSS1              CSS2           SCS1          SCS2           DNMM       SPS            TTI ACM         TTI ACT          TAPS
ranged from 70% to 88%.                            (n=31)            (n=30)         (n=107)       (n=67)          (n=17)    (n=40)           (n=40)          (n=11)         (n=33)




03/15/12-JMcCulloch                                                                                                                                                         Page 4
Social Connectedness
The “Social Connectedness”                                                   Adult Consumer Satisfaction Survey
category is made up of                                                          SOCIAL CONNECTEDNESS
statements that assess the                                            2010 (n=421 / ave=87%)                2011 (n=400 / ave=88%)
consumer’s happiness with
                                                                                         100% 100%                                              100%
friendships, whether they have                                           95% 95%   93%
                                                                                                     89%
                                                87%         86% 86%
people who they can do                                80%                                                                      78%
                                                                                                                                     83% 82%           82%
                                                                                                                         73%
enjoyable things with, feel that                                                                           69%
                                                                                                                 65%
they belong in their
community, and feel they
would have the supported
needed from family or friends
in a crisis. Since 2008, the
average score in this category                   CSS1         CSS2        SCS1       SCS2       DNMM         SPS         TTI ACM     TTI ACT      TAPS
                                                (n=30)       (n=29)      (n=120)    (n=73)      (n=16)      (n=40)        (n=45)      (n=11)     (n=34)
has steadily increased and is
currently at 88%. Team scores
ranged from 66% to 100%.


Encounters with the Police
Survey responses indicated that 394 (97%) of the consumers were still receiving services, and
345 (85%) of them had been receiving services for one year or more. The following chart
summarizes the responses to the survey questions regarding involvement with the police.

         Receiving Services Less than a Year (n=60)                          Receiving Services One Year or More (n=345)
    Were you arrested since you began to receive services?              Were you arrested during the last 12 months?
                                         yes          3 (5%)                                                                   yes      8 (2%)
                                          no      57 (95%)                                                                      no   337 (98%)
    Were you arrested during the 12 months prior to that?               Were you arrested during the 12 months prior to that?
                                         yes          8 (13%)                                                                  yes     13 (4%)
                                          no      52 (87%)                                                                      no   332 (96%)
    Since you began to receive services, have your                      Over the last year, have your encounters with the
    encounters with the police…..                                       police…..
                               been reduced       11 (18%)                                                   been reduced              21 (6%)
                            stayed the same           3 (5%)                                               stayed the same             14 (4%)
                                   increased          0 (0%)                                                           increased        2 (1%)
                               not applicable     46 (77%)                                                   not applicable          308 (89%)




03/15/12-JMcCulloch                                                                                                                            Page 5
Conclusions
The general tone of this year’s survey results is a positive evaluation of SCCMHA, its contract
providers, and the county substance abuse agency. Overall survey scores continue to be on an
upward trend indicating that the network as a whole is meeting the needs and standards of care
for adult consumers. As noted in previous years, the categories which rate the attributes of the
provider scored higher than the categories which rate the consumer’s status in clinical
improvement, daily functioning, and relationships. However, the consumer Outcomes and
Functioning categories showed good improvement.

Consumer and Governance Review
This report will be presented to the MCO Quality Team, Adult Case Management Supervisors,
Ends Committee, the Citizen’s Advisory Committee, and the SCCMHA Board of Directors in
early 2012. It will be distributed to the management and staff of SCCMHA, its contract
providers, and its county substance abuse agency. A report will also be made available to
consumers.

Plans for the Next Survey
The Michigan Department of Community Health (MDCH) requires PIHPs (Prepaid Inpatient
Health Plans) to administer the MHSIP Adult Consumer Satisfaction Survey and/or the Youth
Services Satisfaction Survey for Families each year to select programs as chosen by their Quality
Improvement Council. It is not known at this time which programs will be surveyed in 2012. In
addition to the MDCH requirements, SCCMHA will conduct its agency-wide survey again in
2012.




03/15/12-JMcCulloch                                                                        Page 6
Team Specific Results and Consumer Comments
The following pages contain team specific survey results. Survey comments from this year’s
survey are also included. They are copied verbatim. First name references to consumers have
been replaced with pronouns to protect anonymity.
Again, keep in mind the sample size when reviewing the team specific results. The larger the
sample size, the more certain we can be that the results truly reflect those of the entire group.

Community Support Services 1
The average level of satisfaction for consumers served by Community Support Services 1
decreased slightly to 78% in 2011. Scores in the individual categories ranged from 68% to 87%.

                             Adult Consumer Satisfaction Survey                             Comments
                            COMMUNITY SUPPORT SERVICES 1                                               I think I have her help a lot
                      2010 (n=32/ ave=80%)                  2011 (n=31 / ave=78%)                       with services at Mental
                                                                                                        Health. Thank you.
                                    87%                                                   87%
                                                                                                       I am trying to make small
                      84%                                                    84%
                 79%           80%           79%
                                                   74%
                                                                   81%                         80%      and large steps toward my
     71% 68%                                                  71%                 71%
                                                                                                        goals by maintaining my
                                                                                                        exercise and weight and
                                                                                                        eating right. I choose to take
                                                                                                        care of myself.
                                                                                                       The services are exceptional.
                                                                                                        I still have the battlefield
      General
    Satisfaction
                 Access to
                 Services
                                Quality /  Participation in
                            Appropriateness Treatment
                                                             Outcomes       Functioning    Social
                                                                                        Connectedness
                                                                                                        going on in my mind but I
                                              Planning                                                  feel less of a victim.
                                                                                                       I can see Dr. Vize again. I
    am very happy about it. I have Dr. Washington too, and I like her a lot. The nurse is very nice
    too. The doctor just gave me permission to go back to my senior friendship center. I am very
    happy about that and I can go on Friday with Anna, my lady, and Amelia on Monday. I can see
    my son. This is all very nice. I like my worker Chris Bauman.
    She is very nice. Judy and Dana are also nice.
   Community Mental Health does not help me. I have to figure out everything for myself.
   I wish the crisis phone was what it used to be. Now it has to be a dire emergency (suicidal or
    homicidal) for them to even talk to you. There used to be pamphlets available in the waiting
    room and lobby area on different mental illnesses. They are no longer available. The
    information was very helpful. They need to be made available again.
   When the maintenance guy of this place threatened to cut my pony tail off and showed me a
    packed knife, I ran to my apartment and called the police. They believed me and told me to try
    not to talk to him.
   Thanks to case manager, Tracey Madigan-Fannion, and the entire FPE staff (Bob Thrash,
    Ella Jones, etc.). Thanks also to Ernie Ahmad. Keep the faith. Kudos, also Greg Carter and
    Deborah Gibson.
   Money, money, money, my car, bonds, my furniture, art, and it all is missing. I can't cash my
    check on time.
   I do find this survey extensive, but what I really think we need is for money to fund programs
    like self-determination, chore provider services, and other programs that help people that need
    services like these. And money for people who want to move out in to the community and on
    their own. Programs like these are more valuable than services that just comb the surface of
    the problems.
   The things I do not agree with come from family, not case workers. She is trying to help me
    with this.


03/15/12-JMcCulloch                                                                                                          Page 7
 My case worker placed me in a place that was so dangerous that they were stealing the copper
  piping in the place while I was there. I could have been killed.


Community Support Services 2
The average level of satisfaction decreased from 86% to 81% in 2011. Scores in the individual
categories ranged from 76% to 92% in 2010 and from 66% to 87% in 2011. The 2010 results are a
more likely representation of the entire population due to the larger sample size.

                                 Adult Consumer Satisfaction Survey                                         Comments
                                COMMUNITY SUPPORT SERVICES 2                                                 I like the services I get here
                                                                                                              and like the case workers.
                       2010 (n=52/ ave=86%)                     2011 (n=32 / ave=81%)
                                                                                                              They are always there
    90% 87%       88% 87%
                                 92%             90%                                                          when I need info or
                                                       84%                     84%            86% 86%
                                       81%
                                                                 76%                 77%                      services.
                                                                       66%                                   A special commendation
                                                                                                              should be given to
                                                                                                              Shalynda, Ruth, and Steve.
                                                                                                              I am excited to be working
                                                                                                              with them. They are truly
                                                                                                              experts in their field. I
     General      Access to      Quality /   Participation in    Outcomes     Functioning      Social         have faith that I can totally
   Satisfaction   Services    Appropriateness Treatment                                     Connectedness
                                                Planning                                                      recover. Keep up the good
                                                                                                              work!
 I wish staff would call back when asked to.
 I did not fill in the questions on this survey because the client is an 85 year old female. I did not
  think a lot of the questions were applicable in her case. I do know that she sees a psychiatrist.
  Her case worker from Mental Health sees her on a regular basis. I am more than satisfied with
  the services she is receiving from SCCMHA. I am the son and guardian.
 Healthy people to discuss problems and very dependable with crises and able to deal with daily
  staff and support groups. Dependable and outgoing people daily.
 I think Ella is a great counselor for me. I like going to group a lot. I have learned a lot in group.
  I want everyone in group to know how much I miss them.
 Staff and associates are very professional. My three favorite are Ruth, Ella, and Gina on the
  second floor.
 He says he would like to be able to go home.
 My life is going good. I'm doing ok. I like it here.
 The Wellness Conference in September was wonderful.
 I really enjoy the services that SCCMHA renders. I also would thank the coordinator of the
  CBT, Rosalind Clark.
 My case worker has been a God send. She's gone way beyond the call of duty. I'm 60 years old
  and I thought of suicide almost every conscious minute. I no longer do. When something
  happens, I just go with it. I don't get the least bit worried. Nothing is forever. I endured a lot of
  abuse from almost day one. I am now able to cut a person out if they're toxic. I don't have to put
  up with it. That is so nice. :) I learned that I don't deserve it.




03/15/12-JMcCulloch                                                                                                                  Page 8
Support Coordination Services 1
The average level of satisfaction for consumers served by Support Coordination Services 1 rose
again this year going from 90% to 92%. Scores for five of the seven satisfaction categories have
been quite consistent from year to year ranging from 86% to 95% most recently. Two of the
consumer categories showed nice improvement this year.

                              Adult Consumer Satisfaction Survey                                           Comments
                            SUPPORT COORDINATION SERVICES 1                                                 My case worker, Lynn White,
                    2010 (n=121 / ave=90%)                     2011 (n=124 / ave=92%)
                                                                                                             continues to be a great
                                                                                                             support person for my family
  93% 95%       93% 94%         94% 93%         92% 91%                89%
                                                                                             95% 95%         and me. She goes above and
                                                                 83%                86%
                                                                              80%                            beyond her calls of duty.
                                                                                                             From stories we have heard
                                                                                                             from other families in the
                                                                                                             Saginaw area Mental Health
                                                                                                             district, many other case
                                                                                                             workers could take some
                                                                                                             lessons from Lynn on
   General
 Satisfaction
                Access to
                Services
                                Quality /   Participation in
                             Appropriateness Treatment
                                                                Outcomes     Functioning      Social
                                                                                           Connectedness
                                                                                                             courtesy and compassion.
                                               Planning                                                     More services are needed for
                                                                                                             the aging DD population.
 Lynn White is awesome! Thanks.
 I enjoy my services but wish they would help faster.
 I filled this out for my son. He does not speak and I don't think he would understand this at all!
  I am sure he receives the best that is available.
 I enjoy my life and what I am doing now.
 I would like service to continue. She is getting a lot of help from you people. She is doing better
  and becoming able to be her old self.
 Robin is a nice person and does a good job. I sure enjoy talking to her.
 All complaints left. Private company is doing a great job!!
 Robin, my support coordinator, does good working with me on my goals. I'm doing well at my
  house with my friends and doing chores. I am happy and I like my job.
 Lynn White, my case worker, does so much for my family. She keeps our family calm in what
  seems to us to be stressful situations. She walks and talks us through many things that seem
  so confusing to us. She earns more than her pay; she earns our respect and gratefulness each
  month. She listens and problem solves. Other families should be so blessed to have her as their
  worker. Unfortunately, not everyone we talk with does. Tell your other workers that parents
  and guardians do talk amongst themselves and compare notes. Not all workers are the same.
 He is very content in his AFC home and in his program at CTN.
 I have severe spastic cerebral palsy and schizo effective bipolar disorder. I utilize psychiatric
  services -- extremely important. I am EXTREMELY HAPPY with my support coordinator.
 This survey is difficult to answer due to his limited vocabulary and communication skills.
  We are very satisfied at this time with the services he receives. Thank you to all the staff that
  work and have worked with him. We appreciate your time and patience.
 He is improving himself to live more independently after his medication change.
 I like my home and all the workers. I also enjoy going to CTS. Everyone is nice and helpful.
 My case worker is not reliable and does not file the necessary paper work on time. I go without
  services for my physical needs because of her lack of competence. I have to make phone calls to
  remind her and she fails to return my calls most of the time. I do without my aid until he
  makes things right. She also cancels our meetings frequently.
 She is retarded and is happy most of the time. I am happy with the care she receives at Lou's
  AFC.



03/15/12-JMcCulloch                                                                                                                Page 9
 Very happy the way things are. I have one problem. I have to go to the bathroom before I leave
  school or home. I have a tipped bladder. This would help me control my urination.
 Need more services and more equipment but I have not gotten it.
 I am her mother and guardian. I filled out the survey. I don't know how accurate my answers
  are. I did the best I could from all observations that I see when I am with her and when I visit
  the home.
 Satisfied with the care, supervision and treatments he is receiving. His condition, however,
  remains the same without any notable changes.
 I would like to be on my own some day. I feel I should be on my own. I do not want to be stuck
  in a group home the rest of my life. I also do not want the staff to go between me and my
  boyfriend. They have nothing to do with it. It is not professional.
 I am very aware as to the care and attention my person is getting. I am the guardian and also a
  job coach of his job at the Junction of Hope. Our area at Maple Grove is blessed with the care
  and attention given to the people with developmental disabilities.
 I know this is the best place I have ever been.
 The services you provide for me have improved my life by 100%. I now live in Washtenaw
  County and my only complaint is the constant possible threat that you may stop providing
  these services and make me come back to Saginaw.
 I like being with Mental Health Authority.
 My case worker is very helpful and willing to let me try new things.
 I enjoy going to Dr. Vize. He is a very nice person. Rambo is an excellent caregiver. We are very
  happy with his services.
 I am doing pretty good.
 I really do like the services that I receive here.
 I was having a crisis/down fall with "life" because of death, being alone, and other problems and
  just did not care. This is helping me through my problems of life. My kid moved out. We have
  not seen her in a while. We want to just get by in life. Without counseling and medication, I
  would be lost.


Support Coordination Services 2
Support Coordination Services 2 experienced another increase in overall satisfaction. The
average level of satisfaction increased from 87 to 91% this year. The four provider attribute
categories of satisfaction fluctuated slightly between the two years while all three consumer
categories increased by several percentage points. Satisfaction category scores ranged from 78%
to 100%.

                                Adult Consumer Satisfaction Survey                                           Comments
                              SUPPORT COORDINATION SERVICES 2                                                 She is very happy attending
                                                                                                               Guardian Angels Respite
                       2010 (n=85/ ave=87%)                      2011 (n=78 / ave=91%)
                                                                                                               Care.
                                                                                                     100%
    94% 97%                       94% 92%                                                      93%            I have had questions and
                  89% 91%                         88% 88%               87%
                                                                  76%                 78%                      am still waiting for answers
                                                                                68%                            from Heather Beson.
                                                                                                              I would like SCCMHA to
                                                                                                               meet my needs as far as
                                                                                                               getting adaptive equipment
                                                                                                               fixed or purchased in a
                                                                                                               more timely manner.
     General      Access to       Quality /   Participation in    Outcomes     Functioning      Social        I appreciate all the efforts
   Satisfaction   Services     Appropriateness Treatment                                     Connectedness
                                                 Planning                                                      of Vaia Clifford and Sharon
                                                                                                               of SVRC. Thank You.



03/15/12-JMcCulloch                                                                                                                 Page 10
 I enjoy my AFC home, but I wish my guardian would give me more money every month.
 My sister is not able to communicate. She has been at the Liberty home for many years. She
  has received great care.
 I believe you need to send surveys that apply to a guardian. In this case, my cousin does not
  speak at all so most of the questions do not apply to him. The people at Navajo Trail are
  excellent and I never worry about my cousin getting the care he needs.
 He always stays ahead staying focused on what he is doing. He never stops doing anything
  until he finishes what he needs to do. He is a very hard worker.
 I find it hard to answer these questions for my sister who resides at Rambo house since she has
  not heard or spoken since birth. I did my best.
 I enjoy my AFC home. Everyone treats us very well.
 Matt Nagy is a great case worker and has met our needs. Thank you.
 You have a few workers that mess over us people that can't help ourselves and that is not right.
  Cliff Fry is one of them. It's not easy when you trust a worker that messes over you!!!
 I am the guardian and didn't feel these questions are geared for me to answer.
 I have filled out this survey to the best of my ability. I live a distance from her but do talk to
  her often and I believe that she is being well taken care of. I tried to answer as though she
  were answering if she were able to. Thank You.
 Julie Bitterman is doing a fine job.
 I am her mom and guardian. I answered for her as best I could.
 My daughter is severely handicapped and much of this survey, I'm sure, does not deal with her
  care. She is in a very loving group home in Bridgeport and I'm sure she doesn't use your
  services unless they include the visiting nurse association or visiting doctor. However, I do feel
  she needs some kind of physical therapy, even if it is limited, so her bones don't atrophy.
  Are P.T. and O.T. therapists part of your program?
 I am the guardian of the person who received services and am very pleased. Thank you.


Disability Network of Mid-Michigan
The average level of satisfaction increased from 87% to 90% for the Disability Network of
Mid-Michigan. The large fluctuations in some category scores are most likely attributed to the
small sample sizes experienced each year. This year’s scores ranged from 71% to 100%.

                                                                                                             Comments
                               Adult Consumer Satisfaction Survey
                           DISABILITY NETWORK OF MID-MICHIGAN
                                                                                                              Keep up the good work.
                                                                                                              Tam Premo is wonderful!
                        2010 (n=14 / ave=87%)                    2011 (n=20 / ave=90%)                        Tara is a hard worker with
                        100%                     100% 100%                                     100%            me and she is always there
    93% 94%                       92% 94%
                  86%
                                                                        81%
                                                                                                      89%      for me whenever I need her.
                                                                                73% 71%                       This survey can not be
                                                                  60%                                          completed as my son has
                                                                                                               been released from the
                                                                                                               Disability Network. He quit
                                                                                                               the Meals on Wheels
                                                                                                               Program about a year ago
     General      Access to       Quality /   Participation in    Outcomes     Functioning      Social
                                                                                                               and no longer receives any
   Satisfaction   Services     Appropriateness Treatment                                     Connectedness     guidance or help from the
                                                 Planning
                                                                                                               Disability Network or the
                                                                                                               Saginaw County
  Community Mental Health Authority.
 We enjoy working with Tara! She is interested in assisting, listens well, and follows through.




03/15/12-JMcCulloch                                                                                                                 Page 11
 I feel he was responding to "service" as those of the "Self Determination Program" when
  responding. Thanks for the help you have given my daughter.


Saginaw Psychological Services
The average level of satisfaction for consumers served by Saginaw Psychological Services
increased slightly from 72% to 73% in 2011. Category scores ranged from 65% to 80%.
Two of the consumer measures showed good improvement while one decreased slightly.

                          Adult Consumer Satisfaction Survey                                           Comments
                        SAGINAW PSYCHOLOGICAL SERVICES                                                  I love Kris Curtis and Katie
                                                                                                         McKennon (case managers).
                       2010 (n=50/ ave=72%)                  2011 (n=41 / ave=73%)
                                                                                                         I will definitely use the
                                                                                                         same when I come back.
      86%
            76%   78%           80% 80%       78%   80%                                                 I really would like the
                       73%
                                                                    66%
                                                                              61%
                                                                                   70%     69%
                                                                                                65%      services permanently but
                                                               53%                                       do not have the proper
                                                                                                         insurance which is
                                                                                                         frustrating. Thanks for
                                                                                                         everything you have done
                                                                                                         for me to date.
       General    Access to      Quality /  Participation in  Outcomes       Functioning    Social      I loved working with Dana
     Satisfaction Services   Appropriateness Treatment                                   Connectedness
                                               Planning                                                  and I am upset that I will
                                                                                                         not be seeing her anymore.
   I have Kris Curtis as a therapist and have only seen her maybe twice in the last 12 months. I
    have Julie Denome as a case manager. She has on several occasions cancelled our sessions and
    been late and is not always available for me or will refer me to someone else when I really need
    to talk!!
   Team work is helping me a lot. Keep up the good work.
   Thank you for your service!
   In February/March 2010, I came in to CMH in a really bad mental crisis. The crisis person
    assessed my problems and suggested that IF I wanted I could go to the crisis treatment (the
    place across from White Pine) for a few days where I would be able to see a psychiatrist ASAP.
    So I decided to go and I saw the doctor that same night. He was very helpful and gave me hope.
    He prescribed medicine which I have been on ever since and have gotten so much better it's
    unbelievable. So I thank each and every one of you for your help.
   Your system stinks!
   I have some need for help when it comes to certain things such as cooking and preparing my
    meals and ironing my clothes. Is there any one willing to help me in these areas?
   I guess I must have went through all the counselors because at the end, my counselor/therapist
    was supposed to forward my name to a counselor/therapist so I would continue to receive
    services. Either she did NOT or she did and the counselor never contacted me. In that two
    month period I was arrested again for drugs and am now facing court charges again. Since
    then, I sought out services from another place and am with a very good therapist who performs
    EMDR for trauma and am now just starting to sort out my trauma and move forward. So as far
    as I am concerned, the last four years I spent with you people was a total waste of time for me.
    Also, the women's trauma class I took twice and never finished the book. The class was
    dismissed because too many people dropped out so as far as I am concerned, I never resolved
    anything because the last section of the book was the healing section. My new therapist said
    she would help me through the last chapters so I would find some resolution.
   My case manager is not doing her job of coming over or calling! I call and even her manager
    does not call me back. I needed help finding another place to live and got no help at all. For



03/15/12-JMcCulloch                                                                                                         Page 12
    three months I needed to find a place to live in a disabled apartment or SIP. I need a new case
    manager. She is not helping me and she is really rude and not very nice to me at all. Stephanie
    Lagrow is her name. I need a new worker that is going to do her job and help me and be nice to
    me too. Thank you.
   Thanks for helping me out a lot! Thank you. :)
   Because of the trauma group I was able to bury the hatchet about my step mom.
   The police issue was a family dispute with my sister. She always comes to steal my food,
    makeup, and clothes. She tells me I'm out of my mind. She is very violent. I don't get involved
    with her. She takes all types of pills too. I washed my hands of her and left it to God! Six weeks
    later I lost my oldest brother. I need to find a new doctor because mine is not treating me for
    panic attacks.
   I'm on court ordered services, but they help. My situation could be better, I need help with my
    housing. Overall, services are ok.
   I have not been given goals. I have not had any encounters with the police but have been doing
    things that could get me arrested. I would like you to know that I go to groups on Wednesdays
    and Thursdays and we used to meet at 10:00 a.m. and we all loved that time. We all hate the
    new time. PLEASE change it back so I could start making it again every week. I also attend
    Friday's group at 2:30 p.m. I wish it was earlier. I just love all the girls that run the groups.
    They are outstanding. I love my counselor, Ashley, too. I do have some problems with my case
    worker, Christen. She misses appointments and is not always available to help in a crisis!
    She was great to get me in to my home. Julie Hazeltine is right there to help me and not judge
    me! Thank you to her! Otherwise, I probably would be dead.
   I feel I can talk openly with Dr. Rau about my meds and if I have anything I would like to
    discuss, I can with Dr. Rau or Pamela who is a nurse there. Some questions are difficult to
    answer because they weren't sure how long I would be with SPS.


Training & Treatment Innovations – Adult Case Management
The average level of satisfaction increased from 79% to 85%. Six of the seven categories of
satisfaction showed improvement and one remained the same at 90%. This year’s scores ranged
from 76% to 90%.
                                                                            Adult Consumer Satisfaction Survey
Comments                                                  TRAINING & TREATMENT INNOVATIONS - ACM
 Everyone has been very caring                          2010 (n=48 / ave=79%)                 2011 (n=48 / ave=85%)
  and polite to me. The girls who
  came to my home for a visit to              88%        90%      90% 90%             88%
  see how I'm doing have been           83%         81%                         81%
                                                                                                      76%
                                                                                                                    83%
                                                                                                                                 78%
                                                                                                 72%           73%          73%
  very loving and kind. I feel we
  share a bond with each other. I
  wouldn't want any agency but
  TTI to be my agency.
 Thank God for SCCMHA and
  TTI staff. Thank you Renee,
  Dr. Cho, and staff. Thank You.         General    Access to      Quality /  Participation in  Outcomes      Functioning    Social
                                       Satisfaction Services   Appropriateness Treatment                                  Connectedness
 Honestly I am doing way                                                        Planning
  better. I have been completely
  off of psychological medication since July 2011. I understand the stipulations and the whole
  thing about "feeling better off meds." I am not manic nor depressed or hallucinating. My in-
  laws and my husband take care of my mental health needs and talk me through issues and I
  feel talking helps way better than being over-medicated. If I was on medication, I would not be
  able to write this much. I can remember so much more now. I miss my former case manager,
  Kerri Miller. I had a hard time with the switch. I now have Renee.



03/15/12-JMcCulloch                                                                                                        Page 13
 I would like to thank Mrs. Latisha Chaney-Randle, Dr. Cho and Miss Lori for a better
  environment that they provided for me. I am very confident, outgoing, and can speak up for
  myself. I appreciate all of their help. Have a blessed season! :)
 My case manager is very nice and helpful. She encouraged me to talk to family. She also
  encouraged me to go to Bayside which helps. It helps me to meet my spend down.
 I feel I need to travel a lot visiting in different cities and states.
 God bless you. You do good for me!
 Too listen and give me more advice. Need car rides to places and to get out more.
 Late for appointment. Smoking in the cars when I am around. My needs are not met.
 I'm doing better under my treatment. Hope to continue treatment so I can continue to do better.
 I want the option to return for the services if needed. I am asking because my help I receive
  from TTI will close in December or January. Can I sign something leaving this option open for
  me?
 I strongly agree that Dr. Cho needs to be replaced. I know he's elderly, but he sometimes seems
  confused. I do not trust him as my psychiatrist. He gets confused about medications and I am
  nervous about my care under him. If I could, I would seek treatment elsewhere. Marty, my case
  worker, is wonderful. He gives good advice and is very caring.
 Thank you Renee.
 You need to get one or two people back that can transport all of us that don't have cars or a way
  to get to places. Need to have activities down near Detroit.
 When city buses run past 7:00 p.m., people can go to meetings. Most last close to p.m. or later. I
  can't drive but I try to help people. I can sew and cook. Public won't hire me because I have to
  put that I had brain surgery, and if I don't get certain meds I shake.
 I really like Patty! She is kind and understanding. Thank you.
 I am happy with the services.
 Thank you CMH for all of the support over the blessed years I have dealt with you all. At times
  when I didn't deal with my family and so called friends, it was my family at Mental Health in
  dealing with the tricks and trades of this world. Thanks for helping me continue to be myself.
  Mental Health is a tree that brings forth good fruit. Now that's a blessing. :) LOL Thanks
  again. I'm looking forward in continuing my work with my Mental Health family as long as
  they keep me. Smiles. Have a blessed day.


Training & Treatment Innovations – Assertive Community Treatment
Scores in the individual categories ranged from 73% to 90% in 2010 and from 70% to 100%
in 2011. The fluctuations in these results are most likely due to the difference in sample size.
2010 results are a more likely representation of the entire population.

                               Adult Consumer Satisfaction Survey                                            Comments
                         TRAINING & TREATMENT INNOVATIONS - ACT                                               I need help with some
                                                                                                               relationships.
                        2010 (n=43 / ave=83%)                    2011 (n=11 / ave=86%)
                                                                                                              Since being under
          100%          100%            100%
    88%           90%             88%
                                                                                                               psychiatric care since age
                                                  83%
                                                                                78%
                                                                                               83% 82%
                                                                                                               23 until now age 70, my
                                                        73%       73% 70%             73%
                                                                                                               feelings are that I've been
                                                                                                               helped in a good way. I've
                                                                                                               been in psychiatric care for
                                                                                                               47 years and it has helped
                                                                                                               me and I wish to thank TTI
                                                                                                               ACT, CMH and my family
     General      Access to       Quality /   Participation in    Outcomes     Functioning      Social         and friends outside of my
   Satisfaction   Services     Appropriateness Treatment                                     Connectedness
                                                 Planning                                                      illness who have enabled



03/15/12-JMcCulloch                                                                                                                  Page 14
  me to feel better mentally and physically too. I also want to thank God for His healing part of
  my life and also thank Jesus and the Holy Spirit.

Treatment and Prevention Services
The average level of satisfaction shows an increase again this year from 82 to 90%. This year’s
sample size is more significant than in the past, undoubtedly because the surveys were hand
delivered at the provider site in 2011 rather than mailed as in previous years. Satisfaction
category scores ranged from 82% to 97%.

                          Adult Consumer Satisfaction Survey                                             Comments
                       TREATMENT AND PREVENTION SERVICES                                                  As a person as a whole, I
                                                                                                           feel I am a new man!
                         2010 (n=7 / ave=82%)                  2011 (n=35 / ave=90%)
                                                                                                          Now I think before I do
          97%                                                                                100%
                        89%            91%            94%
                                                                                     88%
                                                                                                           stuff.
    86%                           86%           86%                   84%                         82%     I really enjoy groups and
                  71%                                            71%            71%
                                                                                                           Kim. She has a way with
                                                                                                           finding solutions to
                                                                                                           problems and provides
                                                                                                           useful tools and suggestions
                                                                                                           to help me through my
                                                                                                           recovery.
     General      Access to        Quality /  Participation in   Outcomes      Functioning     Social     Kim does a great job. She is
   Satisfaction    Services    Appropriateness Treatment                                   Connectedness
                                                 Planning                                                  very helpful and caring
                                                                                                           about my treatment.
 I'm happy with the services I receive. When I need to talk or there is a crisis, my counselor is
  always there. The staff make sure I am well taken care of.
 Thank you!
 Service has been wonderful and I have not had any problem at all.
 This is a good program. I've stayed clean being in the program.
 Make dosing easier! And let US tell YOU when we can be here for appointments!
           I feel as though the staff at PPPS are very professional individuals. The staff also has a
very caring approach. I value the treatment I have received at this facility and will recommend it
to others in need of treatment.




03/15/12-JMcCulloch                                                                                                           Page 15
Appendix A: MHSIP Adult Consumer Satisfaction Survey
Survey Page 1


                                                                   Consumer
                                                              Satisfaction Survey

       In order to provide the best mental health and developmental disability services possible, we’d like to know what
       you think about the services you have received from the Saginaw County Community Mental Health Authority
       (SCCMHA) during the last six months, the people who provided these services to you, and the results that have
       been achieved. There are no right or wrong answers to the questions in this survey. Please indicate your
       agreement or disagreement with each of the following statements by filling in the circle that best represents your
       opinion. If a question does not apply to you, then fill in the “NA” circle for “not applicable.” Your answers will
       remain strictly confidential.
           Survey completed without assistance 0                                  Survey completed with assistance 1
                                                              Strongly              I am                Strongly      Not
                                                               Agree     Agree     Neutral   Disagree   Disagree   Applicable
                                                                (SA)      (A)       (N)        (D)        (SD)       (NA)

         1. I like the services that I received.                                                                     NA
                                                               SA         A          N         D         SD
                                                                    1         2          3         4          5           9

         2. If I had other choices, I would still choose to                                                          NA
                                                               SA         A          N         D         SD
            get services from this provider.                        1         2          3         4          5           9

         3. I would recommend this agency to a friend                                                                NA
                                                               SA         A          N         D         SD
            or family member.                                       1         2          3         4          5           9

         4. The location of services was convenient.
            (parking, public transportation, distance,                                                               NA
                                                               SA         A          N         D         SD
            etc.)                                                   1         2          3         4          5           9

         5. Staff were willing to see me as often as I                                                               NA
                                                               SA         A          N         D         SD
            felt it was necessary.                                  1         2          3         4          5           9

         6. Staff returned my calls within 24 hours.                                                                 NA
                                                               SA         A          N         D         SD
                                                                    1         2          3         4          5           9

         7. Services were available at times that were                                                               NA
                                                               SA         A          N         D         SD
            good for me.                                            1         2          3         4          5           9

         8. I was able to get all the services I thought I                                                           NA
                                                               SA         A          N         D         SD
            needed.                                                 1         2          3         4          5           9

         9. I was able to see a psychiatrist when I                                                                  NA
                                                               SA         A          N         D         SD
            wanted to.                                              1         2          3         4          5           9

       10. Staff believed that I could grow, change                                                                  NA
                                                               SA         A          N         D         SD
           and recover.                                             1         2          3         4          5           9

       11. I felt comfortable asking questions about                                                                 NA
                                                               SA         A          N         D         SD
           my treatment, services, and medication.                  1         2          3         4          5           9

       12. I felt free to complain.                                                                                  NA
                                                               SA         A          N         D         SD
                                                                    1         2          3         4          5           9

       13. I was given information about my rights.                                                                  NA
                                                               SA         A          N         D         SD
                                                                    1         2          3         4          5           9




03/15/12-JMcCulloch                                                                                                           Page 16
Survey Page 2

     14. Staff encouraged me to take                                                                           NA
                                                         SA          A         N         D         SD
         responsibility for how I live my life.               1          2         3         4          5           9

     15. Staff told me what side effects to watch                                                              NA
                                                         SA          A         N         D         SD
         for.                                                 1          2         3         4          5           9


     16. Staff respected my wishes about who is
         and who is not to be given information                                                                NA
                                                         SA          A         N         D         SD
         about my treatment services.                         1          2         3         4          5           9

     17. I, not staff, decided my treatment goals.       SA          A         N         D         SD          NA
                                                              1          2         3         4          5           9

     18. Staff were sensitive to my cultural/ethnic      SA          A         N         D         SD          NA
         background (e.g., race, religion, language,          1          2         3         4          5           9
         etc.).

     19. Staff helped me obtain the information I        SA          A         N         D         SD          NA
         needed so that I could take charge of                1          2         3         4          5           9
         managing my illness or disability.

     20. I was encouraged to use consumer-run            SA          A         N         D         SD          NA
         programs (support groups, drop-in                    1          2         3         4          5           9
         centers, crisis phone line, etc.).

                                                                              I am                Strongly      Not
     As a direct result of the services I received:     Strongly    Agree    Neutral   Disagree   Disagree   Applicable
                                                       Agree (SA)    (A)      (N)        (D)        (SD)       (NA)

     21. I deal more effectively with daily              SA          A         N         D         SD          NA
         problems.                                            1          2         3         4          5           9

     22. I am better able to control my life.            SA          A         N         D         SD          NA
                                                              1          2         3         4          5           9

     23. I am better able to deal with crisis.           SA          A         N         D         SD          NA
                                                              1          2         3         4          5           9

     24. I am getting along better with my family.       SA          A         N         D         SD          NA
                                                              1          2         3         4          5           9

     25. I do better in social situations.               SA          A         N         D         SD          NA
                                                              1          2         3         4          5           9

     26. I do better in school and/or work.              SA          A         N         D         SD          NA
                                                              1          2         3         4          5           9

     27. My housing situation has improved.              SA          A         N         D         SD          NA
                                                              1          2         3         4          5           9

     28. My symptoms are not bothering me as             SA          A         N         D         SD          NA
         much.                                                1          2         3         4          5           9


     29. I do things that are more meaningful to         SA          A         N         D         SD          NA
         me.                                                  1          2         3         4          5           9

     30. I am better able to take care of my needs.      SA          A         N         D         SD          NA
                                                              1          2         3         4          5           9




03/15/12-JMcCulloch                                                                                                 Page 17
Survey Page 3

     31. I am better able to handle things when                       SA            A            N            D           SD           NA
         they go wrong.                                                    1             2           3            4            5              9


               I am better able to do things that I want to           SA            A            N            D           SD           NA
     32.
               do.                                                         1             2           3            4            5              9


                For questions 33-36 please answer for relationships with persons other than your mental health provider(s).

     33. I am happy with the friendships I have.                      SA            A            N            D           SD           NA
                                                                           1             2           3            4            5              9

     34. I have people with who I can do enjoyable                    SA            A            N            D           SD           NA
         things.                                                           1             2           3            4            5              9

     35. I feel I belong in my community.                             SA            A            N            D           SD           NA
                                                                           1             2           3            4            5              9

     36. In a crisis, I would have the support I                      SA            A            N            D           SD           NA
         need from family or friends.                                      1             2           3            4            5              9




     Please answer the following questions to let us know how you are doing.

     37. Are you currently (still) receiving services? (Fill in the circle that represents your choice)
                    1   YES

                    2   NO

     38. How long have you received services? (Fill in the circle that represents your choice)

                    1 LESS    THAN A YEAR

                    2 ONE     YEAR OR MORE


     42. Were you arrested during the last 12 months?                          39. Were you arrested since your began to receive services?

           1   YES                                                                 1   YES

           2   NO                                                                  2   NO

     43. Were you arrested during the 12 months prior to that?                 40. Were you arrested during the 12 months prior to that?

           1   YES                                                                 1   YES

           2   NO                                                                  2   NO

     44. Over the last year, have your encounters with the police              41. Since you began to receive services, have your
                                                                               encounters with the police
           1   BEEN REDUCED
                                                                                   1   BEEN REDUCED
           2   STAYED THE SAME
                                                                                   2   STAYED THE SAME
           3   INCREASED
                                                                                   3   INCREASED
           9   NOT APPLICABLE
                (i.e., no police encounters this year or last year)                9   NOT APPLICABLE
                                                                                        (i.e., no police encounters this year or last year)




03/15/12-JMcCulloch                                                                                                                           Page 18
Survey Page 4


     Comments (optional): _________________________________________________________________________

    ________________________________________________________________________________________________

    ________________________________________________________________________________________________

    ________________________________________________________________________________________________

    ________________________________________________________________________________________________

    ________________________________________________________________________________________________

    ________________________________________________________________________________________________

    ________________________________________________________________________________________________

    ________________________________________________________________________________________________




                              Thank you for completing this survey!




                      Please return it in the enclosed postage-paid envelope
                                         as soon as possible.




03/15/12-JMcCulloch                                                                                    Page 19
Appendix B: Survey Items by Category

                     MHSIP Adult Consumer Satisfaction Survey Item                                     Category
   1. I like the services that I received.                                               General Satisfaction
   2. If I had other choices, I would still choose to get services from this provider.   General Satisfaction
   3. I would recommend this agency to a friend or family member.                        General Satisfaction
   4. The location of services was convenient. (parking, public transportation,
   distance, etc.)                                                                       Access to Service
   5. Staff were willing to see me as often as I felt it was necessary.                  Access to Service
   6. Staff returned my calls within 24 hours.                                           Access to Service
   7. Services were available at times that were good for me.                            Access to Service
   8. I was able to get all the services I thought I needed.                             Access to Service
   9. I was able to see a psychiatrist when I wanted to.                                 Access to Service
   10. Staff believed that I could grow, change and recover.                             Appropriateness of Services
   11. I felt comfortable asking questions about my treatment, services, and             Participation in Treatment Planning
   12. I felt free to complain.                                                          Appropriateness of Services
   13. I was given information about my rights.                                          Appropriateness of Services
   14. Staff encouraged me to take responsibility for how I live my life.                Appropriateness of Services
   15. Staff told me what side effects to watch for.                                     Appropriateness of Services
   16. Staff respected my wishes about who is and who is not to be given
   information about my treatment services.                                              Appropriateness of Services
   17. I, not staff, decided my treatment goals.                                         Participation in Treatment Planning
   18. Staff were sensitive to my cultural/ethnic background (e.g., race, religion,
   language, etc.).                                                                      Appropriateness of Services
   19. Staff helped me obtain the information I needed so that I could take charge of
   managing my illness or disability.                                                 Appropriateness of Services
   20. I was encouraged to use consumer-run programs (support groups, drop-in
   centers, crisis phone line, etc.).                                                    Appropriateness of Services
   21. I deal more effectively with daily problems.                                      Outcomes
   22. I am better able to control my life.                                              Outcomes
   23. I am better able to deal with crisis.                                             Outcomes
   24. I am getting along better with my family.                                         Outcomes
   25. I do better in social situations.                                                 Outcomes
   26. I do better in school and/or work.                                                Outcomes
   27. My housing situation has improved.                                                Outcomes
   28. My symptoms are not bothering me as much.                                         Outcomes
   29. I do things that are more meaningful to me.                                       Functioning
   30. I am better able to take care of my needs.                                        Functioning
   31. I am better able to handle things when they go wrong.                             Functioning
   32. I am better able to do things that I want to do.                                  Functioning
   33. I am happy with the friendships I have.                                           Social Connectedness
   34. I have people with who I can do enjoyable things.                                 Social Connectedness
   35. I feel I belong in my community.                                                  Social Connectedness
   36. In a crisis, I would have the support I need from family or friends.              Social Connectedness
   37. Are you currently (still) receiving services?                                     Informational
   38. How long have you received services? 1) less than a year (go to questions
   39 - 41) 2) one year or more (go to questions 42 - 44)                                Informational
   39. Were you arrested since your began to receive services?                           Involvement with Police
   40. Were you arrested during the 12 months prior to that?                             Involvement with Police
   41. Since you began to receive services, have your encounters with the police 1)
   been reduced, 2) stayed the same, 3) increased, 4) n/a                                Involvement with Police
   42. Were you arrested during the last 12 months?                                      Involvement with Police
   43. Were you arrested during the 12 months prior to that?                             Involvement with Police
   44. Over the last year, have your encounters with the police 1) been reduced, 2)
   stayed the same, 3) increased, 4) n/a                                                 Involvement with Police




03/15/12-JMcCulloch                                                                                                       Page 20

								
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