PSYCHOTHERAPEUTIC SERVICES CUSTOMER SURVEY RESULTS – 12/30/09 Psychotherapeutic Services used an email survey to elicit feedback from partners and customers of Psychotherapeutic Services. 94 customer contact emails were submitted from programs in Delaware, Maryland, North Carolina, Florida and. IT Department. PSYCHOTHERAPEUTIC SERVICES CUSTOMER SURVEY RESULTS – 12/30/09 94 surveys were sent out, 19 responses were received; 18 emails bounced back (not able to be forwarded), and 57 surveys were not responded to at all. The survey elicited a 20% response rate. PSYCHOTHERAPEUTIC SERVICES CUSTOMER SURVEY RESULTS – 12/30/09 The survey was composed of 11 questions. Some of those are summarized below. The greatest number of responses came from customers in Delaware. Florida and North Carolina customers responded almost equally in number. PSYCHOTHERAPEUTIC SERVICES CUSTOMER SURVEY RESULTS – 12/30/09 We received the most responses from customers who contract with us to provide Adult Mental Health services. PSYCHOTHERAPEUTIC SERVICES CUSTOMER SURVEY RESULTS – 12/30/09 Overall, the majority of customers and partners who responded are satisfied with how our company does business. Meeting timescales and understanding the customer’s business requirements, working with the individual program managers and staff PSYCHOTHERAPEUTIC SERVICES CUSTOMER SURVEY RESULTS – 12/30/09 scored in the good to excellent range. Keeping customers informed of progress and change needs some attention on our part. The comments section below will provide further information on the ratings we received. Below is a quick view of our customer’s rating of the quality of our services. PSYCHOTHERAPEUTIC SERVICES CUSTOMER SURVEY RESULTS – 12/30/09 Comments from customers according to the quality rating: Those who rated us good to excellent wrote: 1. Great program/ service! (DE) 2. Most of the employees give good service. (FL) 3. I have appreciated the fact that under the “roof” of PSI services (my son’s) needs are met… (DE) Those who rated us as adequate wrote: 1. Rated as such due to a lack of substantive recovery oriented practices and environment. Problem solving is typically reactive and customer service is not robust. (DE) 2. There has been a lot of staff turnover, which has affected the quality of service provision greatly. (MD) PSYCHOTHERAPEUTIC SERVICES CUSTOMER SURVEY RESULTS – 12/30/09 75% of our customers rate their confidence in our service delivery as satisfactory and above. We need to examine closely the 25% of customers who are not fully satisfied to determine what we can do to improve relationships. PSYCHOTHERAPEUTIC SERVICES CUSTOMER SURVEY RESULTS – 12/30/09 Comments in the confidence area were: 1. IDDS is very professional and extremely competent. I rely on them to handle our more serious cases. I do not have a worry about missed deadlines or problems because of failures. Group is highly organized. IDDS is my best program. (FL) 2. Tough client base/family dysfunction is rampant. (DE) # Of responses 66 % of customers responding to the survey think we are getting better. PSYCHOTHERAPEUTIC SERVICES CUSTOMER SURVEY RESULTS – 12/30/09 Suggestions for Psychotherapeutic Services to improve services: 1. Develop a performance improvement process, hire people in recovery at all levels of the organization, change culture of the agency to be recovery oriented and adapt strong customer service expectations for all staff. (DE) 2. Keep all positions filled (FL) 3. I would like to see some measures put into place to help retain staff. Staff needs to be trained, supervised, and there should be adequate numbers of staff. (MD) 4. Everything is running smoothly in the capable hands of (the program manager), who does a fantastic job. I have no suggestions. I am very happy and pleased with this program and its administrations with SAO. (FL) 5. Your staff is a pleasure to work with and truly cares about the people they serve. (DE) 6. Experience is relative to employees. Some are better than others. I have had positive experiences with (State Director, former ACT Team Leader and Burlington CS Team Leader). (NC) 7. Better documentation of dates reports send out to youth, family, probation and other agencies. Secure interdisciplinary team members signatures. (DE) Next Steps: 1. Some flaws in the survey design will be fixed and tested before the next survey is sent out. 2. The Executive team and the QI team will review the results in depth, and develop some steps based on further analysis of the data. 3. The QI Team will send out the next Customer focused survey by end of calendar year 2010.