Docstoc

Client Survey Template

Document Sample
Client Survey Template Powered By Docstoc
					CLIENT SATISFACTION SURVEY

State of Maine

October 16 – November 19, 2005




Prepared by
The Office of Substance Abuse
Maine Department of Health and Human Services



March, 2006
TABLE OF CONTENTS


Executive Summary........................................................................................................................................... 1


Methodology ...................................................................................................................................................... 2


Demographics ................................................................................................................................................... 3


Overall Satisfaction............................................................................................................................................ 9


Responses to Specific Questions

          Services .................................................................................................................................................. 15

          Staff ........................................................................................................................................................ 21

          Results of Present Treatment ................................................................................................................. 28


Appendix A – Cover Letter to Treatment Agencies

Appendix B – Cover Letter to Clients

Appendix C – Survey Instrument




i       Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS
                                                                                                       EXECUTIVE SUMMARY
 Thirty-three (33) substance abuse treatment agencies that receive funding from the Maine Office of Substance Abuse (OSA) were asked
 to participate in a Client Satisfaction Survey, which was administered between October 16 and November 19, 2005, to assist them in
 evaluating the effectiveness of their services. Agencies distributed questionnaires to clients asking about their experience at their present
 facility, including their interaction with staff and the results of their treatment. OSA received a total of 942 surveys from clients at 30
 agencies. When nine (9) or more surveys were received from clients from any one agency or facility within that agency, the parent agency
 received an individualized report; OSA sent out 24 agency reports and 24 facility reports. There was no attempt to weight the data in
 these or the state report to adjust for client non-participation; therefore, the results are to be interpreted as solely the opinions of
 the respondents, and not of the client population as a whole.

 The breakdown of the respondents by demographic characteristics is as follows:

           Of the 320 clients who said that they were currently receiving mental health services, 44% were receiving those services at their
            substance abuse treatment facility, and 56% were receiving mental health services at another facility.
           Of the 942 responding clients, one out of four (25%) had a co-occurring mental illness (CMI; based on primary service code).
           63% were at ambulatory facilities; of these (including CMI clients), 37% were receiving non-intensive outpatient services and 45%
            were receiving opioid replacement therapy (ORT) (This may skew the data as ORT clients only made up 7% of unduplicated
            admissions in SFY 2005).
           Over half (57%), were between the ages of 18 and 44; 6% were under 18, and 18% did not give their age.
           62% were males and 37% were females (1% did not specify gender).
           90% were white, 5% were Native American and 1% were black; only 3% said they were Hispanic.
           44% of adult respondents were high school graduates; another 40% had some college or a college diploma.
           58% had been in their current treatment program 6 months or less, while 27% had been in their program more than 1 year.

The mean overall level of satisfaction was 8.2 on a scale of 1 (poor) to 10 (excellent). There was little difference in the level of overall
satisfaction reported by male and female clients. Differences by other client characteristics are as follows:

          Satisfaction by service setting ranged from 6.1 among clients at shelters to 9.2 among clients at extended care facilities.
          CMI clients expressed somewhat less satisfaction (8.0) than non-CMI clients (8.3).
          Overall satisfaction tended to increase with age (from 7.4 among clients <18, increasing to 9.0 among clients 65 or older).
          Native American clients reported somewhat greater overall satisfaction (8.6) than white clients (8.2) or black clients (7.6).
          Hispanic clients were less satisfied (7.4) than non-Hispanic clients (8.2).
          Clients receiving mental health services at their substance abuse treatment facility reported a higher level of satisfaction (8.5) than
           clients receiving these services at a separate facility (7.8).
There was little correlation between overall satisfaction and level of education or length of treatment.

The individual questions on the survey were worded as positive statements with response options ranging from “strongly agree” to “strongly
disagree”. In general, the more positive the response option, the more often it was chosen. Two of the statements receiving the strongest
positive responses were: “Staff here believe I can grow, change and recover” (54% strongly agreed), and “Staff respect my wishes about
who can be given information about my treatment” (55% strongly agreed). Over half (53%) said they had an excellent relationship with
counseling staff. The responses to statements related to treatment results were somewhat less strongly positive than to statements
concerning services received or relationship with staff, possibly because more than half (58%) of the respondents had been in treatment 6
months or less. The highest proportion of clients strongly agreed that: “I am better able to deal with my alcohol or drug problem” (44%), and
“I have a better understanding of my addiction” (49%). Clients were less positive about improvements in their ability to handle social
interactions; less than a third strongly agreed with the statements, “I do better in social situations” (29%)” and “I can deal better with people
and situations that used to be a problem for me” (31%).



METHODOLOGY


In September, 2005, letters introducing the Client Satisfaction Survey were sent out to the administrators of treatment agencies which
receive Office of Substance Abuse (OSA) funding. On October 4, a conference call was held with agency representatives, explaining the
survey protocol and stressing the need for confidentiality. Surveys, cover letters and self-addressed, prepaid envelopes were sent to agency
directors to be forwarded to individual facilities, where they were to be distributed to substance abuse clients at or entering the facility
between October 16 and November 19, 2005. The facility’s Federal ID and primary service code were to be entered on the survey before
being given to the client. Clients were asked in the cover letter to complete the survey and mail it back to OSA in the supplied envelope by
November 30, 2005.

Once completed surveys were received by OSA, they were checked for missing data and for coding that would cause scanning errors.
When possible, missing Federal IDs were determined using the form numbers on the surveys, and missing primary service codes were
added based on the proportions submitted by the facility to the Treatment Data System in State Fiscal Year 2005. There was no attempt to
reconcile any discrepancy between primary service code and a client’s stated use or non-use of mental health services. After each batch
was scanned, irregularities were again checked against the individual forms. The composite file was read into EXCEL and given a final error
check, and the results were generated using EXCEL or SPSS. Some charts may show proportions that do not equal 100% due to rounding.

Because there was no attempt to weight the data to adjust for client non-response, the results may not be representative of the
agency’s client population as a whole. If you would like further information about this report or need additional copies, contact Melanie
Lanctot at melanie.lanctot@maine.gov or 207-287-2964



2     Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS
                                                                                                                   DEMOGRAPHICS


                        Percentage of Responses by                                           Percentage of Responses by
                         Primary Service Category                                                    CMI Status


                             Unspecified                                                         Unspecified 4%
                                              Shelter/Detox.
                                4%                 8%


                                                                            CMI Client 25%
                                                         Resident./Rehab.
                                                               25%




                                                                                                                     Non-CMI Client
                                                                                                                         71%
                Ambulatory
                  63%




             Primary Service
                                           Number          Percent                   CMI Status           Number     Percent
                Category
                                                                                   Non-CMI Client           671       71%
         Shelter/Detoxification              79                 8%                 CMI Client               238       25%
         Residential/Rehabilitation         235                25%                 Unspecified               33        4%
         Ambulatory                         595                63%                 Total                    942       100%
         Unspecified                         33                 4%
         Total                              942                100%



Of the 942 surveys received, 595 (63%) were from clients at ambulatory facilities; an additional 235 (25%) were from clients in
residential/rehabilitation settings. Clients with co-occurring mental illness (CMI) made up 25% of respondents.



      Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS                                          3
4
                                                                                                                                                                                                                                                                                   Number of Clients
                                                                                                                                                                                                                                                                                                                                                     DEMOGRAPHICS




                                                                                                                                                                                                                                                           0
                                                                                                                                                                                                                                                                         50
                                                                                                                                                                                                                                                                                        100
                                                                                                                                                                                                                                                                                              150
                                                                                                                                                                                                                                                                                                          200
                                                                                                                                                                                                                                                                                                                      250




                                                                                                                                                                                                                        Detox. - Free-Standing Inpatient




                                                                                                                                                                                                                                                                              54
                                                                                                                                                                                                                          Short Term (30 days or fewer)




                                                                                                                                                                                                                                                                             45
                                                                                                                                                                                                                                         Extended Care




                                                                                                                                                                                                                                                                   20
                                                                                                                                                                                                                                        Halfway House

                                                                                                                                                                                                                                                                         39
                                                                                                                                                                                                                                      Extended Shelter
                                                                                                                                                                                                                                                                    24
                                                                                                                                                                                                                               Non-Intensive Outpatient
                                                                                                                                                                                                                                                                                                    169




                                                                                                                                                                                                                                    Intensive Outpatient
                                                                                                                                                                                                                                                                        30




                                                                                                                                                                                                                                             Evaluation
                                                                                                                                                                                                                                                               12




                                                                                                                                                                                                                                                Shelter
                                                                                                                                                                                                                                                                    25




                                                                                                                                                                                                                        Adol. Residential/Rehab. Trans.
                                                                                                                                                                                                                                                               11




                                                                                                                                                                                                                                 Adolescent Outpatient
                                                                                                                                                                                                                                                                         34




                                                                                                                                                                                                                     CMI: Short Term (30 days or fewer)
                                                                                                                                                                                                                                                               12




                                                                                         (18%) were non-CMI adults receiving non-intensive outpatient services.
                                                                                                                                                                                                                                   CMI: Extended Care
                                                                                                                                                                                                                                                                         37
                                                                                                                                                                                                                                                                                                                             Primary Service Code
                                                                                                                                                                                                                                                                                                                            Number of Responses by




                                                                                                                                                                                                                                   CMI: Halfway House
                                                                                                                                                                                                                                                                   18




                                                                                                                                                                                                                                 CMI: Extended Shelter
                                                                                                                                                                                                                                                               14




                                                                                                                                                                                                                         CMI: Adol. Res./Rehab. Trans.
                                                                                                                                                                                                                                                               12




                                                                                                                                                                                                                          CMI: Non-Intensive Outpatient
                                                                                                                                                                                                                                                                              51




Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS
                                                                                                                                                                                                                                                               6




                                                                                                                                                                                                                              CMI: Intensive Outpatient

                                                                                                                                                                                                                            CMI: Adolescent Outpatient
                                                                                                                                                                                                                                                                    23




                                                                                                                                                                                                                          Opioid Replacement Therapy
                                                                                                                                                                                                                                                                                                                205




                                                                                                                                                                                                                                                               3




                                                                                                                                                                                                                        CMI: Consumer-Run Residence

                                                                                                                                                                                                                     CMI: Opioid Replacement Therapy
                                                                                                                                                                                                                                                                                   65




                                                                                                                                                                                                                                            Unspecified
                                                                                                                                                                                                                                                                        33




                                                                                         The graph above shows the number of respondents by the services they were receiving at the time of the survey. A
                                                                                         disproportionate number of respondents, 205 (22%), were non-CMI clients receiving opioid replacement therapy; another 169
                                                                                                             DEMOGRAPHICS


                          Percentage of Responses by                                     Percentage of Responses by
                                  Age Group                                                       Gender


                                          <18                                                 Unspecified
                   Unspecified            6%                                                     1%
                      18%                         18-24
                                                   15%
                    >65                                                                                          Female
                    1%                                                                                            37%



                 45-64
                  19%
                                                    25-34                         Male
                                                     24%                          62%


                                 35-44
                                  18%




                     Age Group           Number   Percent                          Gender         Number     Percent
                    <18                     52      6%                            Female            349        37%
                    18-24                  139     15%                            Male              581        62%
                    25-34                  225     24%                            Unspecified        12         1%
                    35-44                  174     18%                            Total             942      100%
                    45-64                  176     19%
                    >65                      7      1%
                    Unspecified            169     18%
                    Total                  942     100%



Of the 942 responding clients, nearly one in four (24%) were between the ages of 25 and 34. The next largest response group
(19%) was between 45 and 64; only 6% were under the age of 18 and only 1% were 65 or older. Sixty-two percent (62%) of the
respondents were male and 37% were female.


     Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS                                 5
DEMOGRAPHICS


                                                                                       Percentage of Responses by
                      Percentage of Responses by                                                Ethnicity
                                Race

                Native American                                                        Hispanic      Unspecified
                      5%          Unspecif./Other                                         3%
                                       3%                                                               3%
              Black
               1%




                                                                                                    Non-Hispanic
                                       White                                                           94%
                                       90%


                        Race              Number    Percent                         Ethnicity     Number    Percent
                White                       852      90%                         Non-Hispanic       890      94%
                Black                        10       1%                         Hispanic            24       3%
                Native American              49       5%                         Unspecified         28       3%
                Unspecified or Other         31       3%                         Total              942      100%
                Total                       942      100%



Broken down by race, 852 (90%) of the respondents described themselves as white; another 49 (5%) were Native American, 10
(1%) were black, and 31 (3%) were another race or race was not specified. Only 24 (3%) described themselves as Hispanic.



6    Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS
                                                                                                               DEMOGRAPHICS

                          Percentage of Responses by                                    Percentage of Responses by
                              Level of Education                                           Length of Treatment

                                    Unspecified                                                 Unspec.
                     College           1%                                                         2%          < 1 month
                                                  < HS Graduate*
                    Graduate                                                                                     18%
                                                       15%
                      11%                                                        > 1 year
                                                                                   27%



         Some College
            29%                                                                                                     1-3 months
                                                                                                                       22%

                                                                              7-12 months
                                                      HS Grad/GED
                                                                                  13%
                                                          44%
                                                                                                 4-6 months
                                                                                                    18%

*excludes adolescent clients (<19) and clients of unspecified age
                                                                           Treatment Length     Number        Percent
                 Level of Education           Number       Percent         <1 month               172          18%
                 <HS Graduate                   103         15%            1-3 months             207          22%
                 HS Graduate/GED                313         44%            4-6 months             170          18%
                 Some College                   203         29%            7-12 months            118          13%
                 College Graduate                80         11%            >1 year                258          27%
                 Unspecified                      6          1%            Unspecified             17           2%
                 Total                          705         100%           Total                  942          100%


The largest number of adult respondents, 313 (44%), had a high school diploma or the equivalent. Another 203 (29%) had some
college, and 80 (11%) were college graduates; 103 (15%) had less than a high school diploma. Due to the inclusion of clients
receiving opioid replacement therapy, the largest proportion of clients (27%) had been in therapy more than 1 year; the next
largest group (22%) had been in therapy 1-3 months.


       Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS                                    7
DEMOGRAPHICS


                              Percentage of Responses by
                           Location of Mental Health Services
                                                                                              Location of
                                                                                                                Number of   Percent of
                                Unspecified      I receive MH                                Mental Health
                                                                                                                Responses   Responses
                                   6%            services from                                  Services
                                                  this agency.                          I receive MH services      141         15%
                                                      15%                               from this agency.
                                                                                        I receive MH services      179         19%
                                                           I receive MH                 from another agency.
                                                           services from                I don't currently
                                                                                        receive MH services,       146         15%
                                                          another agency.
                                                                                        but have in the past.
         I do not have a                                        19%
                                                                                        I do not have a MH         423         45%
           MH problem.                                                                  problem.
               45%                                       I don't currently              Unspecified                 53         6%
                                                            receive MH                  Total                      942        100%
                                                           Services but
                                                         have in the past
                                                               15%




Broken down by location of mental health services, a little less than half (45%) of responding clients said they did not have a
mental health problem; another 15% said they had a mental health problem in the past but not currently. Of the 320 clients who
said that they were currently being treated for a mental health problem, 44% were being treated at the same facility that they
were receiving their substance abuse treatment, and 56% were receiving their mental health services at another facility.



8    Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS
                                                                                                                         OVERALL SATISFACTION



                                                  Overall Satisfaction Rating
                        30%
                                                                                                                            Rating
                                                                                                                                         Number         Percent
                                                                                                                            Scale
                        25%                                                                                               Poor                7           1%
                                                                                                                          2                   5           1%
 Percent of Responses




                                                                                                                          3                  13           1%
                        20%                                                                                               4                  24           3%
                                                                                                                          5                  42           4%
                                                                                                                          6                  40           4%
                        15%                                                                                               7                  81           9%
                                                                                                                          8                 190          20%
                                                                                                                          9                 182          19%
                        10%
                                                                                                                          Excellent         252          27%
                                                                                                                          Unspecified       106          11%
                                                                                                                          Total             942          100%
                        5%

                                                                                                                          Mean Level of Satisfaction = 8.2
                        0%
                              Poor    2       3      4       5      6      7       8      9    Excellent   Unspecified
                              1%      1%     1%      3%     4%     4%      9%     20%    19%     27%          11%




On a scale of 1 (poor) to 10 (excellent), the mean overall satisfaction rating was 8.2. Two-thirds (66%) rated their overall
satisfaction with their current treatment facility as 8 or higher. Only 6% of respondents rated their experience as 4 or less.




                          Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS                                                  9
OVERALL SATISFACTION



                                                                                                                                                                Mean Level of Overall Satisfaction by
                                                                                                                                                                      Primary Service Code                                                                                                                                                                                                                                                                                                                                               Mean Level of Overall Satisfaction by
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    CMI Status
     10
                                                                  9.2                                                                                                                                                                                                                                                                                        9.1                                                                                                            9.0
          8.7                                                                                             8.9                                                                                                                                                                                                                                                                                8.8
      9                                                                                           8.6 8.7                                                                                                                                  8.5 8.4                                                                             8.4                                                                                                               8.4
                                                                                  8.2                                                                                                                                                                                                                                                                                                                                                                                                                                             10
                                                                                                                                                                                                                                                                                  7.9
      8                                                                                                                                                                7.6                     7.6                                                                                                     7.5
                                          7.0                                                                                                                                                                           7.2                                                                                                                                                                                              7.2                                                                         7.2
      7                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            9        8.3
                                                                                                                                                                                     6.1                                                                                                                                                                                                                                                                                                                                                                       8.0                7.9
      6                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            8
      5
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   7
      4
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   6
      3

      2                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            5
      1                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            4
      0
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   3
                                          Short Term (<30 days)




                                                                                                                                                                                                                                           CMI: Short Term




                                                                                                                                                                                                                                                                                                                                                                                                                                                                            CMI: Consumer-Run Res.
                                                                                                                                                                                                                                                                                                                                                                                             CMI: Intensive Outpatient
                                                                                                                                                                                                                                                                                                                                                             CMI: Non-intensive Outpatient




                                                                                                                                                                                                                                                                                                                                                                                                                                                 Opioid Replacement Ther.
                                                                                                                                                                        Evaluation




                                                                                                                                                                                                                                                             CMI: Extended Care

                                                                                                                                                                                                                                                                                  CMI: Halfway House

                                                                                                                                                                                                                                                                                                       CMI: Extended Shelter
                                                                                                                                                Intensive Outpatient




                                                                                                                                                                                                                                                                                                                               CMI: Adol. Res/Rehab Trans.




                                                                                                                                                                                                                                                                                                                                                                                                                         CMI: Adol. Outpatient




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     CMI: Opioid Replace. Ther.
                                                                                                                     Non-intensive Outpatient




                                                                                                                                                                                     Shelter
                                                                  Extended Care

                                                                                  Halfway House

                                                                                                  Extended Shelter




                                                                                                                                                                                               Adol. Res/Rehab Trans.

                                                                                                                                                                                                                        Adol. Outpatient
          Detox - Free Stand. Inpatient




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   2
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   1
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   0
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       Non-CMI Client      CMI Client        Unspecified
                                                                                                                                                                       (Red line represents overall mean - 8.2)                                                                                                                                                                                                                                                                                                                              (Red line represents overall mean - 8.2)




The 25 respondents at shelters rated their average overall experience lowest (6.1) followed by clients in short-term
residential/rehabilitation facilities (7.0), adolescent outpatients (both with and without co-occurring mental illness), and CMI
clients receiving opioid replacement therapy (7.2). Giving the highest ratings were clients receiving extended care (9.2), CMI
clients in non-intensive outpatient settings (9.1) and the three CMI clients in consumer-run residential settings (9.0). In general,
CMI clients rated their overall satisfaction somewhat lower than clients without CMI (8.0 versus 8.3).


10        Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS
                                                                                                                  OVERALL SATISFACTION



                       Mean Level of Overall Satisfaction by                                             Mean Level of Overall Satisfaction by
                                   Age Group                                                                           Gender

 10                                                                                        10
                                                                       9.0                                                                                 9.2
  9                                                            8.5                          9
                             8.2              8.3                                8.1             8.2
                7.9                                                                                                             8.1
  8    7.4                                                                                  8
  7                                                                                         7
  6                                                                                         6
  5                                                                                         5
  4                                                                                         4
  3                                                                                         3
  2                                                                                         2
  1                                                                                         1
  0                                                                                         0
       <18     18-24        25-34           35-44            45-64     65+   Unspecified        Female                         Male                    Unspecified
                            (Red line represents overall mean - 8.2)                                            (Line represents overall mean - 8.2)




In general, overall client satisfaction increased with age group (from 7.4 among clients less than 18 to 9.0 among clients 65 or
older). There was little difference between how male and female clients rated their treatment experience (8.2 for females and
8.1 for males).




      Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS                                                                         11
OVERALL SATISFACTION



                    Mean Level of Overall Satisfaction by                                                   Mean Level of Overall Satisfaction by
                                   Race                                                                                  Ethnicity

 10                                                                                         10
  9                                                       8.6                               9
          8.2                                                                                                                     8.2
  8                         7.6                                              7.7            8      7.4                                                       7.3
  7                                                                                         7

  6                                                                                         6

  5                                                                                         5

  4                                                                                         4

  3                                                                                         3

  2                                                                                         2

  1                                                                                         1

  0                                                                                         0
         White             Black                   Native American   Unspecified or Other        Hispanic                   Non-Hispanic                 Unspecified
                         (Red line represents overall mean - 8.2)                                                  (Line represents overall mean= 8.2)




The 10 black clients that responded to the survey rated their current treatment experience somewhat lower (7.6) than did white
clients (8.2), while the 49 Native American respondents rated their experience higher (8.6). The 24 responding Hispanic clients
rated their satisfaction lower than did non-Hispanic clients (7.4 versus 8.2, respectively).




12    Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS
                                                                                                                                   OVERALL SATISFACTION



                         Mean Level of Overall Satisfaction by                                                           Mean Level of Overall Satisfaction by
                                Level of Education                                                                              Treatment Length

 10                                                                                  9.4       10

  9        8.5                                                         8.5                     9                   8.4
                          8.2                   8.3                                                    8.2                                                8.2            8.1
                                                                                                                                      8.0
  8                                                                                            8                                                                                      7.7

  7                                                                                            7

  6                                                                                            6

  5                                                                                            5

  4                                                                                            4

  3                                                                                            3

  2                                                                                            2

  1                                                                                            1

  0                                                                                            0
        < HS Grad*    HS Grad/GED        Some College             College Grad   Unspecified        < 1 month   1-3 months       4-6 months         7-12 months        > 1 year   Unspecified
                                (Line represents overall mean - 8.2)                                                            (Line represents overall mean - 8.2)

*excludes adolescents (<19) and clients of unspecified age



Clients who were college graduates and adult clients who had not completed high school were somewhat more satisfied with
their current treatment (8.5) than were clients with high school diplomas (8.2) or with some college experience (8.3). Overall
satisfaction showed little correlation with length of time in treatment.




       Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS                                                                                                   13
OVERALL SATISFACTION



                                                       Mean Level of Overall Satisfaction by
                                                       Location of Mental Health Services

                         10
                          9          8.5
                                                                               8.2                    8.2
                                                         7.8                                                      7.9
                          8
                          7
                          6
                          5
                          4
                          3
                          2
                          1
                          0
                                I receive MH        I receive MH       I don't currently I do not have a MH   Unspecified
                              services from this    services from         receive MH           problem.
                                   agency.         another agency.    services, but have
                                                                          in the past.
                                                               (Line represents overall mean - 8.2)




The clients who received their mental health services at the same agency as they received substance abuse treatment were
happier with their overall treatment experience (8.5) than clients who received their mental health services from another agency
(7.8) or clients not currently needing mental health services (8.2).




14    Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS
                                                                                  RESPONSES TO SPECIFIC QUESTIONS - SERVICES




                                         I like the services I receive here.                                                        If I had other choices I would still come here for
                                                                                                                                                         services.
                        50%                                                                                                   45%
                        45%                                                                                                   40%
                        40%                                                                                                   35%
Percentage of Clients




                                                                                                      Percentage of Clients
                        35%
                                                                                                                              30%
                        30%
                                                                                                                              25%
                        25%
                                                                                                                              20%
                        20%
                                                                                                                              15%
                        15%
                        10%                                                                                                   10%

                        5%                                                                                                    5%

                        0%                                                                                                    0%
                              Strongly                                 Strongly   Doesn't                                            Strongly                                Strongly   Doesn't
                                          Disagree   Neutral   Agree                        Missing                                             Disagree   Neutral   Agree                        Missing
                              Disagree                                  Agree      Apply                                             Disagree                                 Agree      Apply
                                1%          2%        12%      37%      46%         0%        1%                                       4%         6%        15%      32%      39%         1%        3%




                         Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS                                                                                             15
RESPONSES TO SPECIFIC QUESTIONS - SERVICES




                                   I would recommend this service provider to a                                                             The services I receive here are helpful.
                                             friend or family member.
                             50%                                                                                                  60%
                             45%
                                                                                                                                  50%
                             40%
     Percentage of Clients




                                                                                                          Percentage of Clients
                             35%
                                                                                                                                  40%
                             30%
                             25%                                                                                                  30%
                             20%
                                                                                                                                  20%
                             15%
                             10%
                                                                                                                                  10%
                             5%
                             0%                                                                                                   0%
                                   Strongly                                Strongly   Doesn't                                           Strongly                                Strongly   Doesn't
                                              Disagree   Neutral   Agree                        Missing                                            Disagree   Neutral   Agree                        Missing
                                   Disagree                                 Agree      Apply                                            Disagree                                 Agree      Apply
                                     3%         4%        10%      33%      47%         1%        1%                                      1%         2%        7%       35%      52%         0%        3%




16                            Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS
                                                                                   RESPONSES TO SPECIFIC QUESTIONS - SERVICES




                                     I was able to get services quickly.                                                      I was able to get services even though I could not
                                                                                                                                                      pay.
                        50%                                                                                                 40%
                        45%                                                                                                 35%
                        40%
                                                                                                                            30%
Percentage of Clients




                                                                                                    Percentage of Clients
                        35%
                        30%                                                                                                 25%

                        25%                                                                                                 20%
                        20%                                                                                                 15%
                        15%
                                                                                                                            10%
                        10%
                        5%                                                                                                  5%

                        0%                                                                                                  0%
                              Strongly                              Strongly   Does Not                                           Strongly                              Strongly   Doesn't
                                       Disagree   Neutral   Agree                         Missing                                          Disagree   Neutral   Agree                        Missing
                              Disagree                               Agree      Apply                                             Disagree                               Agree      Apply
                                3%       7%        10%      34%      43%         1%         1%                                      4%       4%        11%      25%      36%        18%        3%




                         Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS                                                                                        17
RESPONSES TO SPECIFIC QUESTIONS - SERVICES




                                       The location of services is convenient.                                                          Services are available at times that are good for
                                                                                                                                                              me.
                             45%                                                                                                  45%

                             40%                                                                                                  40%

                             35%                                                                                                  35%
     Percentage of Clients




                                                                                                          Percentage of Clients
                             30%                                                                                                  30%

                             25%                                                                                                  25%

                             20%                                                                                                  20%

                             15%                                                                                                  15%

                             10%                                                                                                  10%

                             5%                                                                                                   5%

                             0%                                                                                                   0%
                                   Strongly                                Strongly   Doesn't                                            Strongly                                Strongly   Doesn't
                                              Disagree   Neutral   Agree                        Missing                                             Disagree   Neutral   Agree                        Missing
                                   Disagree                                 Agree      Apply                                             Disagree                                 Agree      Apply
                                     5%         6%        11%      33%      39%         6%        2%                                       3%         4%        12%      41%      39%         1%        1%




18                            Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS
                                                                                      RESPONSES TO SPECIFIC QUESTIONS - SERVICES




                              I feel comfortable about asking questions about                                                       My preferences for medication and treatment are
                                       my treatment and medications.                                                                                   respected.
                        60%                                                                                                   40%

                                                                                                                              35%
                        50%
                                                                                                                              30%
Percentage of Clients




                                                                                                      Percentage of Clients
                        40%
                                                                                                                              25%

                        30%                                                                                                   20%

                                                                                                                              15%
                        20%
                                                                                                                              10%
                        10%
                                                                                                                              5%

                        0%                                                                                                    0%
                               Strongly                                Strongly   Doesn't                                            Strongly                                Strongly   Doesn't
                                          Disagree   Neutral   Agree                        Missing                                             Disagree   Neutral   Agree                        Missing
                               Disagree                                 Agree      Apply                                             Disagree                                 Agree      Apply
                                 1%         2%        7%       37%      49%         2%        2%                                       2%         3%        13%      37%      35%         9%        1%




                         Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS                                                                                             19
RESPONSES TO SPECIFIC QUESTIONS - SERVICES




                                      I was given information about my rights.                                                           I am encouraged to use self-help programs.

                             60%                                                                                                  60%


                             50%                                                                                                  50%
     Percentage of Clients




                                                                                                          Percentage of Clients
                             40%                                                                                                  40%


                             30%                                                                                                  30%


                             20%                                                                                                  20%


                             10%                                                                                                  10%


                             0%                                                                                                   0%
                                   Strongly                                Strongly   Doesn't                                           Strongly                                Strongly   Does Not
                                              Disagree   Neutral   Agree                        Missing                                            Disagree   Neutral   Agree                         Missing
                                   Disagree                                 Agree      Apply                                            Disagree                                 Agree      Apply
                                     2%         3%        7%       38%      48%         1%        2%                                      1%         4%        10%      30%      51%         3%         1%




20                            Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS
                                                                                           RESPONSES TO SPECIFIC QUESTIONS - STAFF




                                     Staff return my calls within 24 hours.                                                        Staff here believe that I can grow, change and
                                                                                                                                                       recover.
                        40%                                                                                                  60%

                        35%
                                                                                                                             50%
                        30%
Percentage of Clients




                                                                                                     Percentage of Clients
                                                                                                                             40%
                        25%

                        20%                                                                                                  30%

                        15%
                                                                                                                             20%
                        10%
                                                                                                                             10%
                        5%

                        0%                                                                                                   0%
                              Strongly                                Strongly   Doesn't                                           Strongly                                Strongly   Doesn't
                                         Disagree   Neutral   Agree                        Missing                                            Disagree   Neutral   Agree                        Missing
                              Disagree                                 Agree      Apply                                            Disagree                                 Agree      Apply
                                2%         4%        13%      29%      36%        14%        1%                                      1%         1%        7%       33%      54%         1%        2%




                         Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS                                                                                           21
RESPONSES TO SPECIFIC QUESTIONS - STAFF




                                   Staff give me information about medication side                                                                      Staff respect my rights.
                                                       effects.
                             35%                                                                                                   60%

                             30%
                                                                                                                                   50%
     Percentage of Clients




                                                                                                           Percentage of Clients
                             25%
                                                                                                                                   40%
                             20%
                                                                                                                                   30%
                             15%
                                                                                                                                   20%
                             10%

                             5%                                                                                                    10%


                             0%                                                                                                    0%
                                    Strongly                                Strongly   Doesn't                                           Strongly                                Strongly   Doesn't
                                               Disagree   Neutral   Agree                        Missing                                            Disagree   Neutral   Agree                        Missing
                                    Disagree                                 Agree      Apply                                            Disagree                                 Agree      Apply
                                      2%         4%        15%      29%      30%        16%        3%                                      1%         2%        9%       37%      49%         1%        1%




22                            Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS
                                                                                               RESPONSES TO SPECIFIC QUESTIONS - STAFF




                                Staff act appropriately and professionally.                                                        Staff respect my wishes about who can be given
                                                                                                                                            information about my treatment.
                        60%                                                                                                  60%


                        50%                                                                                                  50%
Percentage of Clients




                                                                                                     Percentage of Clients
                        40%                                                                                                  40%


                        30%                                                                                                  30%


                        20%                                                                                                  20%


                        10%                                                                                                  10%


                        0%                                                                                                   0%
                              Strongly                                Strongly   Doesn't                                            Strongly                                Strongly   Doesn't
                                         Disagree   Neutral   Agree                        Missing                                             Disagree   Neutral   Agree                        Missing
                              Disagree                                 Agree      Apply                                             Disagree                                 Agree      Apply
                                1%         3%        8%       37%      50%         0%        1%                                       1%         2%        6%       33%      55%         1%        1%




                         Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS                                                                                            23
RESPONSES TO SPECIFIC QUESTIONS - STAFF




                                       Staff are sensitive to my cultural/ethnic                                                         Staff are sensitive to my needs as a parent.
                                       background (race, religion, language).
                             40%                                                                                                  30%

                             35%
                                                                                                                                  25%
                             30%




                                                                                                          Percentage of Clients
     Percentage of Clients




                                                                                                                                  20%
                             25%

                             20%                                                                                                  15%

                             15%
                                                                                                                                  10%
                             10%
                                                                                                                                  5%
                             5%

                             0%                                                                                                   0%
                                   Strongly                                Strongly   Doesn't                                           Strongly                                Strongly   Doesn't
                                              Disagree   Neutral   Agree                        Missing                                            Disagree   Neutral   Agree                        Missing
                                   Disagree                                 Agree      Apply                                            Disagree                                 Agree      Apply
                                     1%         1%        13%      32%      37%        12%        2%                                      2%         3%        15%      22%      28%        28%        2%




24                            Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS
                                                                                           RESPONSES TO SPECIFIC QUESTIONS - STAFF




                          Staff help me obtain the information I need so that                                                         Staff that I work with are competent and
                             I can take charge and manage my addiction.                                                                             knowledgeable.
                        50%                                                                                                  60%

                        45%
                                                                                                                             50%
                        40%




                                                                                                     Percentage of Clients
Percentage of Clients




                        35%
                                                                                                                             40%
                        30%
                        25%                                                                                                  30%

                        20%
                                                                                                                             20%
                        15%
                        10%
                                                                                                                             10%
                        5%
                        0%                                                                                                   0%
                              Strongly                                Strongly   Doesn't                                           Strongly                                Strongly   Doesn't
                                         Disagree   Neutral   Agree                        Missing                                            Disagree   Neutral   Agree                        Missing
                              Disagree                                 Agree      Apply                                            Disagree                                 Agree      Apply
                                1%         2%        8%       37%      47%         3%        1%                                      1%         2%        9%       35%      49%         1%        3%




                         Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS                                                                                           25
RESPONSES TO SPECIFIC QUESTIONS - STAFF




                                       I, not staff, decide my treatment goals.                                                       Staff encourages me to talk about and work on both my
                                                                                                                                    mental health and alcohol or other problems at the same time.
                             40%
                                                                                                                                  45%

                             35%                                                                                                  40%

                             30%                                                                                                  35%
     Percentage of Clients




                                                                                                          Percentage of Clients
                             25%                                                                                                  30%

                                                                                                                                  25%
                             20%
                                                                                                                                  20%
                             15%
                                                                                                                                  15%
                             10%
                                                                                                                                  10%
                             5%
                                                                                                                                  5%
                             0%                                                                                                   0%
                                   Strongly                                Strongly   Doesn't                                           Strongly                                Strongly   Doesn't
                                              Disagree   Neutral   Agree                        Missing                                            Disagree   Neutral   Agree                        Missing
                                   Disagree                                 Agree      Apply                                            Disagree                                 Agree      Apply
                                     3%         5%        18%      35%      35%         2%        2%                                      2%         3%        13%      35%      41%         6%        1%




26                            Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS
                                                                                  RESPONSES TO SPECIFIC QUESTIONS - STAFF




                              How would you rate your relationship with the                                                  How would you rate your relationship with the
                                 nursing staff of your present agency?                                                         counseling staff of your present agency?
                        45%                                                                                            60%

                        40%
                                                                                                                       50%
                        35%
Percentage of Clients




                                                                                               Percentage of Clients
                        30%                                                                                            40%

                        25%
                                                                                                                       30%
                        20%

                        15%                                                                                            20%

                        10%
                                                                                                                       10%
                        5%

                        0%                                                                                             0%
                                                                           Doesn't                                                                                        Doesn't
                               Poor    Fair   Average   Good   Excellent             Missing                                  Poor    Fair   Average   Good   Excellent             Missing
                                                                            Apply                                                                                          Apply
                                2%     3%      10%      25%      39%        19%        2%                                      2%     4%      10%      29%      53%         1%        1%




                         Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS                                                                               27
RESPONSES TO SPECIFIC QUESTIONS – RESULTS OF PRESENT TREATMENT




                                   I deal more effectively with my daily problems.                                                                   I feel better about myself.

                             50%                                                                                                  45%
                             45%                                                                                                  40%
                             40%                                                                                                  35%
     Percentage of Clients




                                                                                                          Percentage of Clients
                             35%
                                                                                                                                  30%
                             30%
                                                                                                                                  25%
                             25%
                                                                                                                                  20%
                             20%
                                                                                                                                  15%
                             15%
                             10%                                                                                                  10%

                             5%                                                                                                   5%

                             0%                                                                                                   0%
                                   Strongly                                Strongly   Doesn't                                           Strongly                                Strongly   Doesn't
                                              Disagree   Neutral   Agree                        Missing                                            Disagree   Neutral   Agree                        Missing
                                   Disagree                                 Agree      Apply                                            Disagree                                 Agree      Apply
                                     1%         1%        13%      45%      38%         1%        1%                                      2%         2%        16%      39%      39%         1%        2%




28                            Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS
                                   RESPONSES TO SPECIFIC QUESTIONS – RESULTS OF PRESENT TREATMENT




                                     I am better able to control my life.                                                                 I feel better able to deal with crisis.

                        45%                                                                                                  45%

                        40%                                                                                                  40%

                        35%                                                                                                  35%
Percentage of Clients




                                                                                                     Percentage of Clients
                        30%                                                                                                  30%

                        25%                                                                                                  25%

                        20%                                                                                                  20%

                        15%                                                                                                  15%

                        10%                                                                                                  10%

                        5%                                                                                                   5%

                        0%                                                                                                   0%
                              Strongly                                Strongly   Doesn't                                           Strongly                                Strongly   Doesn't
                                         Disagree   Neutral   Agree                        Missing                                            Disagree   Neutral   Agree                        Missing
                              Disagree                                 Agree      Apply                                            Disagree                                 Agree      Apply
                                1%         2%        17%      41%      38%         1%        1%                                      2%         3%        18%      41%      34%         1%        2%




                         Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS                                                                                           29
RESPONSES TO SPECIFIC QUESTIONS – RESULTS OF PRESENT TREATMENT




                                      I am getting along better with my family.                                                                    I do better in social situations.

                             40%                                                                                                  45%

                             35%                                                                                                  40%

                                                                                                                                  35%
                             30%
     Percentage of Clients




                                                                                                          Percentage of Clients
                                                                                                                                  30%
                             25%
                                                                                                                                  25%
                             20%
                                                                                                                                  20%
                             15%
                                                                                                                                  15%
                             10%
                                                                                                                                  10%
                             5%                                                                                                   5%

                             0%                                                                                                   0%
                                   Strongly                                Strongly   Doesn't                                           Strongly                                Strongly   Doesn't
                                              Disagree   Neutral   Agree                        Missing                                            Disagree   Neutral   Agree                        Missing
                                   Disagree                                 Agree      Apply                                            Disagree                                 Agree      Apply
                                     2%         4%        18%      33%      37%         6%        1%                                      3%         4%        21%      39%      29%         3%        1%




30                            Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS
                                   RESPONSES TO SPECIFIC QUESTIONS – RESULTS OF PRESENT TREATMENT




                               I do better in school/work related activities.                                                             My housing situation has improved.

                        35%                                                                                                  30%

                        30%
                                                                                                                             25%
Percentage of Clients




                                                                                                     Percentage of Clients
                        25%
                                                                                                                             20%
                        20%
                                                                                                                             15%
                        15%
                                                                                                                             10%
                        10%

                        5%                                                                                                   5%


                        0%                                                                                                   0%
                              Strongly                                Strongly   Doesn't                                           Strongly                                Strongly   Doesn't
                                         Disagree   Neutral   Agree                        Missing                                            Disagree   Neutral   Agree                        Missing
                              Disagree                                 Agree      Apply                                            Disagree                                 Agree      Apply
                                3%         3%        22%      30%      28%        13%        2%                                      4%         5%        22%      26%      28%        13%        2%




                         Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS                                                                                           31
RESPONSES TO SPECIFIC QUESTIONS – RESULTS OF PRESENT TREATMENT




                                   I am better able to deal with my alcohol or drug                                                     I can deal better with people and situations that
                                                       problem.                                                                                   used to be a problem for me.
                             50%                                                                                                  45%
                             45%                                                                                                  40%
                             40%                                                                                                  35%
     Percentage of Clients




                                                                                                          Percentage of Clients
                             35%
                                                                                                                                  30%
                             30%
                                                                                                                                  25%
                             25%
                                                                                                                                  20%
                             20%
                                                                                                                                  15%
                             15%
                             10%                                                                                                  10%

                             5%                                                                                                   5%

                             0%                                                                                                   0%
                                   Strongly                                Strongly   Doesn't                                            Strongly                                Strongly   Doesn't
                                              Disagree   Neutral   Agree                        Missing                                             Disagree   Neutral   Agree                        Missing
                                   Disagree                                 Agree      Apply                                             Disagree                                 Agree      Apply
                                     2%         1%        11%      39%      44%         3%        1%                                       2%         4%        20%      39%      31%         3%        1%




32                            Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS
       RESPONSES TO SPECIFIC QUESTIONS – RESULTS OF PRESENT TREATMENT




                                                   I have a better understanding of my addiction.

                                             60%


                                             50%
                     Percentage of Clients




                                             40%


                                             30%


                                             20%


                                             10%


                                             0%
                                                   Strongly                                Strongly   Doesn't
                                                              Disagree   Neutral   Agree                        Missing
                                                   Disagree                                 Agree      Apply
                                                     1%         1%        8%       38%      49%         2%        1%




Client Satisfaction Survey – State Report: 2005: Maine Office of Substance Abuse, DHHS                                    33

				
DOCUMENT INFO
Shared By:
Categories:
Stats:
views:129
posted:11/14/2010
language:English
pages:35
Description: Client Survey Template document sample