Survey on Consumer Satisfaction Sample by zxx21395

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									                          D I V I S I O N O F M E N TA L H E A LT H & S U B S TA N C E A BU S E S E RV I C E S
                          R E G I O N A L H U M A N S E RV I C E C E N T E R S




               C ONSU M E R
              SA T I SFA C T ION
                 SU RV E Y S

      S TAT E W I D E A N A LY S I S

            ADULTS – SMI, ACUTE, & AOD
            FAMILY – PARENT/GUARDIAN




               SURVEYS CONDUCTED OC TOBER 200 8
                                COMPILED 2009




                             S TA T E   OF   N O RTH D A KOTA
NORTH DAKOTA DEPARTMENT                   John Hoeven                  DIVISION OF MENTAL HEALTH &
   OF HUMAN SERVICES                        Governor                     SUBSTANCE ABUSE SERVICES
      Carol K. Olson                                                           JoAnne Hoesel
    Executive Director                                                            Director
                                 2008 Sample Sizes and Total Surveys Distributed and Received

              SMI ADULTS                       ACUTE ADULTS                     AOD ADULTS                               Total Adult Surveys
       90% C.L. 95% C.L.                 90% C.L. 95% C.L.               90% C.L. 95% C.L.                          90% C.L. 95% C.L.
Region Sample Sample     Actual           Sample Sample    Actual         Sample Sample    Actual                    Sample Sample       Actual
  1      49        61     46                38      46      35                              13                          87       107        94
  2      54        71     48                57      76      57              43      52      50                         154       199       155
  3      46        57     49                45      56      44              44      54      46                         135       167       139
  4      62        84     83                 4       4      29              51      65      64                         117       153       176
  5      64        88     73                20      22      40              57      75      43                         141       185       156
  6      57        75     96                53      69      61              46      57      53                         156       201       210
  7      62        84     78                50      64      61              56      73      65                         168       221       204
  8      51        65     65                40      47      47              34      40      40                         125       152       152
 Total   445      585     538              307      384     374            331      416     374                       1083      1385      1286



          PARENT/GUARDIAN                                     Total by Survey Type                           Total of All Surveys by Region
       90% C.L. 95% C.L.                             Survey    90% C.L. 95% C.L. Actual                               90%       95%     Actual
Region Sample Sample     Actual                       Type       Total     Total   Total                  Region     Total     Total     Total
  1      20       22      11                         Adults      1083      1385    1286                     1         107        129      105
  2      46       57      35                         Parent       309       378     249                     2         200        256      190
  3      39       47      35                          Total      1392      1763    1535                     3         174        214      174
  4      49       62      52                                                                                4         166        215      228
  5      51       65      17                                                                                5         192        250      173
  6      34       40      35                                                                                6         190        241      245
  7      49       62      41                                                                                7         217        283      245
  8      21       23      23                                      xxx     = met 90% C.L.                    8         146        175      175
 Total   309      378     249                                     xxx     = met 95% C.L.                             1392       1763     1535



The above tables indicate the number of surveys distributed to each Human Service Center to meet either an 90% or 95% confidence level, as well as
the actual number of surveys completed and returned for analysis. The yellow numbers in each "Actual" column denote those Centers that met the
90% confidence level, while the pink numbers denote those Centers that met the 95% confidence level for each particular group of clients.
                                                                Contacts:
                                                       Michaela Schirado
                                                                 Analyst
                                               Email: mlschirado@nd.gov
                                                  Phone: (701) 328-8705

                                                             Lauren Sauer
                                        Manager, Decision Support Services
                                                    Email: lsauer@nd.gov
                                                   Phone: (701) 328-8733


THIS INFORMATION MAY BE ACCESSED IN AN ALTERNATE FORMAT, IF REQUIRED.
    PLEASE CONTACT THE PERSONS LISTED ABOVE FOR MORE INFORMATION.
2008 CONSUMER SATISFACTION SURVEYS                                               STATEWIDE ANALYSIS



                                       A C K N OW L E D G E M E N T S




     A note of sincere appreciation to the staff members of the eight Regional Human Service Centers for
their cooperation in administering, collecting, and returning these surveys. Also, for their patience as the
reports were being compiled.

    Thank you to everyone who contributed their input to the design of this year’s surveys, including:

                Lauren Sauer, DMHSAS
                Susan Wagner, DMHSAS
                Maria Gokim, DHS Decision Support Services
                Sharon Freeman, ITD
                Members of the Mental Health Planning Council
                Directors and Representatives of the Regional Human Service Centers

    Also, a special thank you to Denise Wehri of the Decision Support Services Team for her hard work
in preparing the surveys for distribution and compilation upon their return, among countless other
efforts.
2008 CONSUMER SATISFACTION SURVEYS                                                                                                   STATEWIDE ANALYSIS



                                                                 TA B L E O F C ON T E N T S



Introduction ................................................................................................................................................................. 3

Data Collection & Evaluation ................................................................................................................................... 3

Results of Analysis

       Adult Responses................................................................................................................................................... 4

       Family Responses............................................................................................................................................... 23

Appendix..................................................................................................................................................................... 35




                                                                                      1
2008 CONSUMER SATISFACTION SURVEYS       STATEWIDE ANALYSIS




                                     2
2008 CONSUMER SATISFACTION SURVEYS                                                            STATEWIDE ANALYSIS



    C O N S U M E R S A T I S FA C T I O N S U R V E Y S
                                           STATEWIDE ANALYSIS


                                                  I N T ROD U C T I ON


    This report is the result of a statewide effort by the North Dakota Department of Human Services to
measure the satisfaction levels of consumers at the eight Regional Human Service Centers (HSCs). Such
information can be used in continual efforts to improve service delivery.

    All of the HSCs distributed the Consumer Satisfaction Surveys during the month of October 2008 to
four different groups of clients: Adults with Serious Mental Illness (SMI), Adults receiving Acute
services, Adults receiving Alcohol & Other Drug (AOD) services, and Families (Parents/Guardians) of
youth receiving services. In SFY 2008, the HSCs served 5,829 Adults with SMI, 3,198 Adults receiving
Acute services, 4,832 Adults receiving AOD services, and 2,097 youth receiving services1.

     Consumer surveys are done to gain the consumer perspective on service delivery, service satisfaction,
treatment planning involvement, access to services, and client perception of the effect of services.

                                    DA TA C OL L E C T I ON & E VA L UA T I O N


    The Consumer Satisfaction Surveys consisted of two different surveys: the Adult Satisfaction Survey
and the Youth Services Survey for Families to be completed by the parent or guardian of a youth
receiving services at the HSC.

     The HSCs administered the Adult survey to three different groups of adults, depending on the
primary type of services they were receiving at the HSC – SMI, Acute, or AOD. The survey for all three
groups was the same, but each group was identified by a different colored survey. SMI surveys were
yellow, Acute surveys were white, and AOD surveys were pink.

    Through discussion with the HSCs, the State Office determined that the target number of surveys to
be collected from each of the four groups would increase by 5% from the previous year (2007). The
intent was to collect enough surveys to meet a 90% confidence level (for analysis purposes), with an
overall goal of meeting a 95% confidence level. These numbers were calculated and each Center was
given enough surveys to meet the 95% confidence level.

    These surveys were delivered to each HSC in September 2008.

    The HSCs administered the surveys during October 1-31, 2008, and returned the completed surveys
to the State Office at the end of that time period. The surveys were then numbered and scanned into a
software program for analysis. The following sections reflect the results of that analysis, first looking at
the Adult responses, followed by the responses to the Family survey.

1 The numbers of consumers served were generated from Regional Office Automated Program (ROAP) data. These numbers
should not be compared to the SFY 2008 Mental Health Block Grant, as different parameters were used to create each data set.




                                                             3
2008 CONSUMER SATISFACTION SURVEYS                                                     STATEWIDE ANALYSIS



                         R E S U LT S OF A N A LY S I S – A D U LT R E S P O N S E S


    The total number of adult consumers who responded to surveys was 1,286. Adults with SMI
accounted for 538 of those surveys. Adults receiving Acute services and Adults receiving AOD services
each accounted for 374 surveys. The distribution of respondents by region and type of survey is shown
below.

                                                          ADULTS
                         HSC                SMI           ACUTE             AOD          TOTAL
             Northwest (NWHSC)               46              35               13           94
             North Central (NCHSC)           48              57               50          155
             Lake Region (LRHSC)             49              44               46          139
             Northeast (NEHSC)               83              29               64          176
             Southeast (SEHSC)               73              40               43          156
             South Central (SCHSC)           96              61               53          210
             West Central (WCHSC)            78              61               65          204
             Badlands (BLHSC)                65              47               40          152

                 Total                      538             374              374          1286


    The following graphs give an overview of the consumers who responded to the survey. Each one
shows All Adults combined by category in the first column, followed by each of the three identified
groups of adult consumers. The total number of respondents for each survey group is included in
parentheses after the column title.




                                                     4
2008 CONSUMER SATISFACTION SURVEYS                                                       STATEWIDE ANALYSIS




                         Age of Respondents by Survey Type


           100%                                             11.2%            7.4%
                           14.8%
                                            22.6%
                                                                            18.5%
            80%                                             25.8%
                           26.3%
                                            32.2%                            19.3%
            60%                                             24.1%
                           21.8%

            40%                             22.0%                            46.0%
                           32.6%                            35.0%
            20%                             21.2%
                           4.5%                             3.9%               8.7%
                                            1.9%
             0%
                     All Adults        SMI (n=513)       Acute              AOD
                     (n=1237)                           (n=357)           (n=367)
                         55+           45-54         35-44             21-34             <21




                           Gender of Respondents by Survey Type


                  100%

                                                54.5%                             40.1%
                  80%              53.6%                          66.3%

                  60%

                  40%                                                             59.9%
                                  46.4%         45.5%
                                                               33.7%
                  20%

                   0%
                               All Adults   SMI (n=519)       Acute              AOD
                               (n=1247)                      (n=359)           (n=369)
                                               Female          Male

    Females accounted for a higher percentage than males in all groups except Adults receiving AOD
services. There, men made up 59.9% of total respondents.




                                                        5
2008 CONSUMER SATISFACTION SURVEYS                                                    STATEWIDE ANALYSIS




                          Race of Respondents by Survey Type


                             3.9%              3.2%            4.1%          4.6%
           100%                                                9.3%
                             14.3%            12.8%
                                                                            21.4%
            80%

            60%
                             81.8%           84.0%            86.6%
                                                                            74.0%
            40%

            20%

             0%
                        All Adults       SMI (n=525)       Acute        AOD (n=369)
                        (n=1261)                          (n=367)
                              Other               American Indian              White

    The percentage of respondents who selected American Indian as their race includes 25 who
reported being both White and American Indian and 6 who reported being White, American
Indian, and some other race. The Other category includes 9 respondents who reported being
African American and 4 respondents who reported being Asian.

   Of 1,223 respondents, 36 (2.9%) reported being of Hispanic origin. Of those, 12 were Adults with
SMI, 10 were Adults receiving Acute services, and 14 were Adults receiving AOD services.


                   Where Respondents Live Most Often by Survey Type


                                                                  5.2%
               100%              13.0%           14.3%                         18.8%
                                                                 12.3%
                                 13.8%            6.5%
                  80%
                                                                               25.9%
                  60%
                                                 79.2%           82.5%
                                73.2%
                  40%
                                                                               55.3%

                  20%

                  0%
                            All Adults      SMI (n=525)        Acute          AOD
                            (n=1257)                          (n=365)       (n=367)
                              Other          With Friends or Relatives         Own or Rent

    Examples of responses in the Other category include transitional living, shelters, treatment facilities,
student housing, and with a significant other.



                                                          6
2008 CONSUMER SATISFACTION SURVEYS                                                 STATEWIDE ANALYSIS




                    Respondents Enrolled in School or Job Training Program by
                                          Survey Type

                              5.8%            7.2%          5.9%            3.6%
               100%           6.3%            2.9%                          8.6%
                                                            8.8%

                80%

                60%
                             88.0%           89.9%          85.3%           87.8%
                40%

                20%

                 0%
                         All Adults   SMI (n=515)         Acute            AOD
                         (n=1230)                        (n=354)         (n=361)
                       Enrolled, Part Time         Enrolled, Full Time        Not Enrolled


    The majority of respondents in all survey types were not enrolled in any school or job training
program.


                  Respondents' Highest Level of Education Completed by
                                     Survey Type


            100%
                           39.2%           34.9%                             36.7%
              80%                                           48.1%


              60%
                                           44.2%                             44.4%
                           43.2%
              40%                                           40.6%

              20%                         20.9%
                           17.6%                            11.4%            18.9%

               0%
                       All Adults     SMI (n=516)         Acute      AOD (n=360)
                       (n=1236)                          (n=360)
               Beyond 12th Grade       High School Diploma/GED            Less than 12th Grade


    The majority of respondents in all survey types had either a high school diploma, GED, or higher
than 12th grade education level.




                                                     7
2008 CONSUMER SATISFACTION SURVEYS                                                STATEWIDE ANALYSIS




                 Current Employment Status of Respondents by Survey
                                       Type


             100%                              8.2%
                             28.7%
                                                               41.0%          45.9%
              80%                              28.3%

                             22.3%
              60%
                                                               18.9%           17.1%
              40%                              63.5%
                             49.0%
                                                              40.2%           37.0%
              20%

               0%
                      All Adults       SMI (n=526)           Acute        AOD (n=368)
                      (n=1260)                              (n=366)
                               Full Time              Part Time           Unemployed

   Adults with SMI reported fewer instances of full-time employment and more instances of
unemployment by a distinct margin.

              Current Unemployment Status of Respondents by Survey Type



     100%                                  12.0%
                     17.7%
                                                                  23.3%                25.3%
                                           8.4%
                      6.3%
      80%                                                         5.7%                  2.0%
                                                                                       16.0%

      60%
                    48.9%                  65.1%                  43.4%

      40%
                                                                                        56.7%

      20%            27.1%                                        27.7%
                                           14.5%

       0%
                All Adults           SMI (n=358)           Acute (n=159)       AOD (n=150)
                 (n=667)
                     Other           Retired           Disabled        Looking for Work


    Examples of responses in the Other category include those who reported being a stay-at-home
parent, going to school, or being unable to work for reasons other than those listed above.



                                                       8
2008 CONSUMER SATISFACTION SURVEYS                                               STATEWIDE ANALYSIS




                     Services Currently Being Received by Survey Type

                                                                            2.9%
              100%          9.4%           12.9%           10.8%
                           12.8%           10.9%         5.4% 2.5%         22.6%
               80%                         1.2%
                            21.2%
               60%

                                          75.0%            81.3%           68.6%
               40%
                           56.5%

               20%
                                                                            5.9%
                0%
                       All Adults     SMI (n=513)        Acute         AOD (n=341)
                       (n=1169)                         (n=315)
                            Other           MHSA                  SA         MH

    The Other category includes 46 respondents who reported receiving Developmental Disabilities
(DD) services, 47 who reported receiving both Mental Health (MH) and DD services, and 17 who
reported receiving Substance Abuse (SA), DD, and MH services.


                   Required by Court to Receive Services by Survey
                                         Type

                100%

                 80%                                                       42.8%
                             73.9%
                                           87.9%
                                                           86.1%
                 60%

                 40%
                                                                          57.2%

                 20%         26.1%
                                           12.1%          13.9%
                  0%
                         All Adults   SMI (n=480)        Acute           AOD
                         (n=1179)                       (n=346)        (n=353)
                                            No           Yes

    The highest percentage of respondents who were required by the court system to receive services
was reported by those receiving AOD services (57.2%).




                                                    9
2008 CONSUMER SATISFACTION SURVEYS                                                     STATEWIDE ANALYSIS




                 Length of Time Receiving Services by Survey Type


        100%                                                                   17.6%

         80%            54.8%                                52.0%             15.7%

                                            82.7%
         60%
                                                                               42.9%
                        12.0%                                14.4%
         40%
                        23.3%                               25.7%
         20%                                7.7%                              23.9%
                         9.9%             8.1%               7.9%
                                               1.5%
          0%
                   All Adults          SMI (n=520)        Acute           AOD (n=364)
                   (n=1238)                              (n=354)
                      > 1 Year          7-12 Months         1-6 Months           < 1 Month

    The length of time for those who indicated that they had been receiving services for over a year
ranged from 13 months to 46 years. The average length of time was 114.1 months (9.5 years).


                                  Distance to HSC by Survey Type


                                4.9%             2.5%                              3.8%
               100%                              6.1%              9.2%
                                7.9%                                               7.1%
                                                15.2%           11.2%
                            17.9%                                                 19.2%
               80%                                              20.4%

               60%

                                               76.2%                              69.9%
               40%           69.4%
                                                                59.1%

               20%

                0%
                        All Adults         SMI (n=512)        Acute         AOD (n=365)
                        (n=1234)                             (n=357)
                         51-100 Miles          21-50 Miles          6-20 Miles        < 5 Miles

    Ten respondents reported traveling over 100 miles in order to receive services.




                                                       10
2008 CONSUMER SATISFACTION SURVEYS                                            STATEWIDE ANALYSIS




                  Respondents' Transportation to Appointments by Survey Type


                                                              2.9%
       100%              11.8%                                      4.9%             8.8%
                                             20.7%               7.5%
                         9.1%                                 3.2%                15.6%
                                                                     5.5%
        80%                                   7.3%
                         13.2%
                                           8.1%                                   25.6%
                          2.5%                  1.5%
        60%              14.1%
                                             24.8%                                   3.1%
                                                                                     8.5%
                                                                76.1%
        40%

                         49.3%               37.6%                                38.4%
        20%


         0%
                    All Adults         SMI (n=468)        Acute (n=348)     AOD (n=352)
                    (n=1168)
          Other      Walk        Friend/Family Drives     Borrow a Car      Taxi or Bus     Own Car

    Responses in the Other category indicated receiving rides from staff, other provided modes of
transportation, and the case worker coming to the client’s home.


                      Reasons for Missing Appointments by Survey Type



        100%
                         36.6%              24.9%
                                                              35.8%
                                                                              53.6%
         80%                              7.3%
                                              2.6%
                          8.3%                                5.1%
         60%                                                  7.4%
                          8.1%
                                                                              13.1%
                                            59.2%
         40%
                         41.8%                               45.5%
                                                                              16.7%
         20%                                                                  13.7%
                         5.2%               6.0%              6.3%            3.0%
          0%
                All Adults (n=577) SMI (n=233)    Acute (n=176)    AOD (n=168)
              Other       No Transportation    Family      Forgot Day/Time     Vehicle

    The Vehicle category includes consumers who indicated car trouble or no money for gas as a reason
for missing appointments. The Family category includes childcare problems and family emergencies.



                                                     11
2008 CONSUMER SATISFACTION SURVEYS                                                        STATEWIDE ANALYSIS



                        Arrested & Spent At Least 1 Day in Jail in Past 12
                                    Months by Survey Type

                    100%

                       80%                                                        46.3%
                                    78.4%
                                                  93.9%         88.7%
                       60%

                       40%
                                                                                  53.7%
                       20%          21.6%
                                                   6.1%         11.3%
                       0%
                                All Adults       SMI           Acute          AOD
                                (n=1238)       (n=511)        (n=362)       (n=365)
                                                   No           Yes

     Of 1,238 respondents, a total of 268 (21.6%) reported being arrested and spending at least one day in jail
in the 12 months prior to completing the survey.

    Of 1,224 respondents, a total of 55 (4.5%) reported being arrested at least once in the 30 days prior to
completing the survey. Of these, 15 were Adults with SMI, 13 were receiving Acute services, and 27
were receiving AOD services.


                Satisfaction with Time from Initial Call to First Visit by Survey
                                            Type
                                    1.7%            1.4%             1.9%              1.9%
               100%              2.6%            1.8%             3.0%              3.3%


                 80%             56.0%            57.6%           51.8%
                                                                                     57.8%

                 60%

                 40%

                                 39.8%           39.2%           43.3%              37.1%
                 20%

                  0%
                             All Adults      SMI (n=505)       Acute         AOD (n=367)
                             (n=1235)                         (n=363)
                        Very Unsatisfied          Unsatisfied         Satisfied       Very Satisfied

     The overall satisfaction rate of respondents from the time of their initial call to the HSC until their
first visit was 95.7% for All Adults, 96.8% for Adults with SMI, 95.0% for Adults receiving Acute
services, and 94.8% for Adults receiving AOD services.



                                                         12
2008 CONSUMER SATISFACTION SURVEYS                                                        STATEWIDE ANALYSIS



                                   CONSUMER SERVICE SATISFACTION


         The following graphs indicate the percentage of consumers who agreed or strongly agreed with each
         statement. The statement numbers correspond with the number of the actual question on the Adult
         survey. The number of responses to each statement is given in the column heading of that statement on
         the graph.


SATISFACTION

Q1 – Overall, I am satisfied with the services I have received.
Q2 – If I had other choices, I would still get services from this agency.
Q3 – I would recommend this agency to a friend or family member.

ACCESS

Q4 – The location of services is convenient.
Q5 – Staff and services were available at times that were good for me.

TREATMENT PARTICIPATION

Q7 – I felt comfortable asking questions about my treatment and medications.
Q13 – I, not staff, decided my treatment goals.
Q17 – Staff were helpful in assisting me to identify and find other treatment or support services I
      needed (e.g. medical, family, or employment services).
Q18 – I felt like staff and I were able to work together.



                                                     All Adults

         100%           91%                                    89%      88%                        89%
                                 85%       88%
                                                     80%                                   80%
                                                                                  74%
           80%


           60%


           40%


           20%


            0%
                     Q1       Q2       Q3       Q4       Q5       Q7      Q13      Q17      Q18
                  (n=1279) (n=1264) (n=1267) (n=1264) (n=1272) (n=1254) (n=1235) (n=1212) (n=1246)




                                                         13
2008 CONSUMER SATISFACTION SURVEYS                                                  STATEWIDE ANALYSIS




                                             SMI Adults
           100%       89%                               88%      86%
                               86%     84%                                             86%
                                               79%                              80%
                                                                        74%
            80%

            60%

            40%

            20%

             0%
                     Q1      Q2      Q3      Q4      Q5      Q7      Q13     Q17     Q18
                   (n=534) (n=526) (n=527) (n=527) (n=534) (n=525) (n=523) (n=520) (n=527)



                                           Acute Adults
                        92%             94%             93%     92%                   92%
            100%                86%
                                                81%                            80%
                                                                       74%
             80%

             60%

             40%

             20%

              0%
                      Q1      Q2      Q3      Q4      Q5      Q7      Q13     Q17     Q18
                    (n=373) (n=366) (n=369) (n=369) (n=369) (n=359) (n=349) (n=334) (n=357)



                                            AOD Adults
                        92%                                     88%                   91%
            100%                            87%
                                83% 86% 80%                                     81%
                                                                        74%
             80%

             60%

             40%

             20%

              0%
                      Q1      Q2      Q3      Q4      Q5      Q7      Q13     Q17     Q18
                    (n=372) (n=372) (n=371) (n=368) (n=369) (n=370) (n=363) (n=358) (n=362)




                                                  14
2008 CONSUMER SATISFACTION SURVEYS                                                       STATEWIDE ANALYSIS



                                    QUALITY AND APPROPRIATENESS


        The following graphs indicate the percentage of consumers who agreed or strongly agreed with each
        statement. The statement numbers correspond with the number of the actual question on the Adult
        survey. The number of responses to each statement is given in the column heading of that statement on
        the graph.




Q6 – Staff here believe I can grow, change, and recover.
Q8 – I felt free to complain.
Q9 – I was given information about my rights.
Q10 – Staff encouraged me to take responsibility for how I live my life.
Q11 – Staff told me what side effects to watch out for.
Q12 – Staff respected my wishes about who is, and who is not, to be given information about my
       treatment.
Q14 – Staff were sensitive to my cultural background.
Q15 – Staff helped me obtain the information I needed so that I could take charge of managing my
       illness.
Q16 – I was encouraged to use consumer-run programs (support groups, drop-in centers, crisis phone
       lines, etc.).



                                                      All Adults

       100%          90%                 89%       90%                 89%
                                                                                           84%
                                                              80%                                    81%
                               77%                                                76%
        80%


        60%


        40%


        20%


          0%
                   Q6       Q8       Q9       Q10      Q11      Q12      Q14      Q15     Q16
                (n=1248) (n=1260) (n=1257) (n=1257) (n=1188) (n=1247) (n=1124) (n=1236) (n=1208)




                                                         15
2008 CONSUMER SATISFACTION SURVEYS                                                    STATEWIDE ANALYSIS



                                           SMI Adults
         100%         87%                                    88%
                                     85% 87%                                  81% 82%
                             73%                     76%              74%
         80%

         60%

         40%

         20%

          0%
                   Q6       Q8      Q9     Q10     Q11     Q12     Q14     Q15     Q16
                 (n=524) (n=531) (n=525) (n=528) (n=518) (n=527) (n=473) (n=523) (n=514)




                                              Acute Adults
                          92%            92%     91%              92%
           100%
                                 83%                      84%             82% 84% 76%
            80%

            60%

            40%

            20%

                0%
                        Q6       Q8      Q9     Q10     Q11     Q12     Q14     Q15     Q16
                      (n=358) (n=364) (n=364) (n=359) (n=319) (n=353) (n=310) (n=349) (n=330)




                                               AOD Adults
                           92%            91% 93%                88%              88% 84%
            100%
                                                          82%
                                 76%                                     75%
                80%

                60%

                40%

                20%

                0%
                        Q6       Q8      Q9     Q10     Q11     Q12     Q14     Q15     Q16
                      (n=366) (n=365) (n=368) (n=370) (n=351) (n=367) (n=341) (n=364) (n=364)




                                                    16
2008 CONSUMER SATISFACTION SURVEYS                                                       STATEWIDE ANALYSIS



                                         SOCIAL CONNECTEDNESS


        The following graphs indicate the percentage of consumers who agreed or strongly agreed with each
        statement. The statement numbers correspond with the number of the actual question on the Adult
        survey. The number of responses to each statement is given in the column heading of that statement on
        the graph.




Q19 – I am happy with the friendships I have.
Q20 – I have people with whom I can do enjoyable things.
Q21 – I feel I belong in my community.
Q22 – In a crisis, I would have the support I need from family or friends.


                                                       All Adults


               100%               81%                                                      80%
                                                     79%
                                                                        66%
                80%


                60%


                40%


                20%


                 0%
                         Q19 (n=1258)       Q20 (n=1246)       Q21 (n=1242)      Q22 (n=1252)




                                                        17
2008 CONSUMER SATISFACTION SURVEYS                                                  STATEWIDE ANALYSIS



                                                  SMI Adults

                      100%            80%           77%                            77%
                                                                    70%
                      80%

                      60%

                      40%

                      20%

                       0%
                              Q19 (n=528)    Q20 (n=523)    Q21 (n=519)   Q22 (n=527)



                                               Acute Adults


            100%                79%              77%                               79%

                80%                                               60%

                60%


                40%


                20%


                0%
                        Q19 (n=362)     Q20 (n=355)        Q21 (n=358)    Q22 (n=356)



                                            AOD Adults

                                            85%                              87%
         100%                83%
                                                              68%
          80%


          60%


          40%


          20%


          0%
                  Q19 (n=368)      Q20 (n=368)      Q21 (n=365)      Q22 (n=369)




                                                      18
2008 CONSUMER SATISFACTION SURVEYS                                                       STATEWIDE ANALYSIS



                                                  OUTCOMES


        The following graphs indicate the percentage of consumers who agreed or strongly agreed with each
        statement. The statement numbers correspond with the number of the actual question on the Adult
        survey. The number of responses to each statement is given in the column heading of that statement on
        the graph.




Q23 – I deal more effectively with daily problems.
Q24 – I am better able to control my life.
Q25 – I am better able to deal with crisis.
Q26 – I am getting along better with my family.
Q27 – I do better in social situations.
Q28 – I do better in school and/or work.
Q29 – My housing situation has improved.
Q30 – My symptoms are not bothering me as much.


                                                     All Adults

              100%
                          79%        80%       78%       74%
               80%                                                70%                         69%
                                                                           66%       66%

               60%


               40%


               20%


                0%
                        Q23       Q24      Q25      Q26      Q27      Q28      Q29      Q30
                      (n=1254) (n=1255) (n=1255) (n=1224) (n=1230) (n=1068) (n=1150) (n=1225)




                                                        19
2008 CONSUMER SATISFACTION SURVEYS                                              STATEWIDE ANALYSIS



                                            SMI Adults

             100%
                        76%      78%     77%                             74%
                                                 72%     70%                     71%
              80%
                                                                 62%
              60%

              40%

              20%

              0%
                      Q23     Q24     Q25     Q26     Q27     Q28     Q29     Q30
                    (n=528) (n=528) (n=531) (n=506) (n=512) (n=404) (n=504) (n=523)



                                          Acute Adults
             100%
                         76%     75%
              80%
                                         72%     70%    67%      64%     61%     60%
              60%


              40%


              20%


               0%
                       Q23     Q24     Q25     Q26     Q27     Q28     Q29     Q30
                     (n=360) (n=361) (n=359) (n=355) (n=352) (n=323) (n=304) (n=344)



                                           AOD Adults

            100%        87%     88%
                                        84%      81%
                                                         75%     72%              74%
             80%
                                                                          59%
             60%


             40%


             20%


              0%
                      Q23     Q24     Q25     Q26     Q27     Q28     Q29     Q30
                    (n=366) (n=366) (n=365) (n=363) (n=366) (n=341) (n=342) (n=358)




                                                20
2008 CONSUMER SATISFACTION SURVEYS                                                       STATEWIDE ANALYSIS



                                         IMPROVED FUNCTIONING


        The following graphs indicate the percentage of consumers who agreed or strongly agreed with each
        statement. The statement numbers correspond with the number of the actual question on the Adult
        survey. The number of responses to each statement is given in the column heading of that statement on
        the graph.




Q31 – I do things that are more meaningful to me.
Q32 – I am better able to take care of my needs.
Q33 – I am better able to handle things when they go wrong.
Q34 – I am better able to do things that I want to do.


                                                     All Adults


             100%                                  81%
                                74%                                    75%               77%

              80%


              60%


              40%


              20%


               0%
                       Q31 (n=1239)       Q32 (n=1237)        Q33 (n=1247)     Q34 (n=1251)




                                                         21
2008 CONSUMER SATISFACTION SURVEYS                                                        STATEWIDE ANALYSIS



                                                SMI Adults

               100%                               81%                             79%
                                  73%                               73%
               80%

               60%

               40%

               20%

                   0%
                           Q31 (n=524)    Q32 (n=522)       Q33 (n=521)   Q34 (n=525)



                                              Acute Adults


            100%
                                                75%                 72%
                               68%                                                  70%
            80%


            60%


            40%


            20%


             0%
                        Q31 (n=351)      Q32 (n=352)        Q33 (n=360)     Q34 (n=360)



                                               AOD Adults

                                 83%             86%
             100%                                                   81%            80%

              80%

              60%

              40%

              20%

               0%
                         Q31 (n=364)     Q32 (n=363)        Q33 (n=366)   Q34 (n=366)




                                                       22
2008 CONSUMER SATISFACTION SURVEYS                                                  STATEWIDE ANALYSIS



                        R E S U LT S O F A N A LY S I S – FA M I LY R E S P O N S E S


   The total number of consumers who responded to the Youth Services Survey for Families was 249.
The distribution of respondents by region is shown below.

                                             HSC                   TOTAL
                               Northwest (NWHSC)                     11
                               North Central (NCHSC)                 35
                               Lake Region (LRHSC)                   35
                               Northeast (NEHSC)                     52
                               Southeast (SEHSC)                     17
                               South Central (SCHSC)                 35
                               West Central (WCHSC)                  41
                               Badlands (BLHSC)                      23
                                     Total                           249


     The following graphs give an overview of the responses provided by the parent or guardian of a
youth receiving services at the HSC. The respondent was asked to complete the survey in regards to the
services their child had received over the last year. The total number of respondents to each item is
included in the graph title.


                           Age of Youth Receiving Services (n=242)


                   100%


                     80%


                     60%
                                                 40.1%         38.8%

                     40%
                                                                              17.4%
                     20%          3.7%

                      0%
                               0-5           6-10          11-15           16-20
                                               Age Category



    Zero respondents indicated that the youth receiving services was age 18 or older.




                                                     23
2008 CONSUMER SATISFACTION SURVEYS                                             STATEWIDE ANALYSIS




                            Gender of Youth Receiving Services (n=241)




                    100%

                                          61.0%
                     80%


                     60%
                                                                 39.0%


                     40%


                     20%


                      0%
                                   Male                 Female



        The majority of respondents indicated that the youth receiving services was male (61.0%).


                             Race of Youth Receiving Services (n=243)



                    100%            76.5%

                     80%


                     60%


                     40%                            16.5%
                                                                     7.0%
                     20%


                      0%
                                White       American Indian      Other



    The percentage of respondents who selected American Indian as the youth’s race includes 2 who
reported the youth as being both White and American Indian. The Other category includes 4
respondents who reported the youth as being African American.

    Of 231 respondents, 15 (6.5%) reported the youth as being of Hispanic origin.




                                                  24
2008 CONSUMER SATISFACTION SURVEYS                                              STATEWIDE ANALYSIS



                 Relationship of Respondent to Youth Receiving Services (n=238)


                100%         77.7%
                 80%

                 60%

                 40%
                                                                        11.8%
                 20%                       2.1%     3.4%      2.5%                 2.5%

                  0%




    Parents made up the vast majority of respondents (77.7%), compared with any other category
describing the respondent’s relationship to the youth receiving services.




                   Where Youth Receiving Services Lives Most Often (n=238)



               100%
                                 76.1%

                80%


                60%

                                                                     21.4%
                40%


                20%
                                                       2.5%


                 0%
                       Biological Family        Other           Other
                                           Family/Relatives



    Responses in the Other category include foster care, adoptive families, legal guardians, and
stepparents.




                                                  25
2008 CONSUMER SATISFACTION SURVEYS                                              STATEWIDE ANALYSIS




                            Services Currently Being Received by Youth
                                              (n=210)


                   100%           84.8%

                    80%


                    60%


                    40%

                                                                           11.4%
                    20%                                       2.4%
                                                 1.4%

                     0%
                               MH           SA           MHSA          Other



    The Other category includes 13 respondents who reported youth as receiving both MH and DD
services and 11 who reported youth as receiving only DD services.


                             Length of Time Receiving Services (n=236)



                    100%

                      80%

                      60%                                                 43.2%
                                               26.7%
                      40%                                    22.0%
                                    8.1%
                      20%

                       0%
                            < 1 Month 1-6 Months         7-12        > 1 Year
                                                        Months


    The length of time for those who indicated that the youth had been receiving services for over a year
ranged from 13 months to 12 years. The average length of time was 38.4 months (3.2 years).




                                                   26
2008 CONSUMER SATISFACTION SURVEYS                                               STATEWIDE ANALYSIS




                                        Distance to HSC (n=228)


                     100%


                      80%


                      60%
                                    38.2%

                      40%                        23.2%
                                                               19.7%        18.9%

                      20%


                       0%
                                  <5         6-20           21-50      51-100
                                                    Miles


       Six respondents reported traveling over 100 miles in order for the youth to receive services.



                              Youth Transportation to Appointments (n=229)


                                        83.4%
                       100%

                        80%

                        60%

                        40%
                                                                        10.9%
                                                            5.7%
                        20%

                         0%
                                 Own Car     Friend/Family          Other
                                                 Drives




    According to 83.4% of respondents, the parent or guardian used their own car to transport the youth
receiving services to his or her appointments. The Other category includes parents or guardians
borrowing a car, using a taxi or bus service, or walking to transport the youth to appointments; in
addition, respondents indicated case workers going to the youth’s home or school.




                                                     27
2008 CONSUMER SATISFACTION SURVEYS                                                 STATEWIDE ANALYSIS




                               Reasons for Missing Appointments (n=96)


                  100%


                   80%


                   60%                          42.7%
                                                                             32.3%
                   40%
                                                               16.7%
                                   8.3%
                   20%


                    0%
                              Vehicle       Forgot       Family         Other
                                           Day/Time



    The Vehicle category includes consumers who indicated car trouble or no money for gas as a reason
for missing appointments. The Family category includes child care problems and family emergencies.
Examples of the Other category include illness and work conflicts. Four respondents indicated No
Transportation as a reason for missing appointments.


                          Satisfaction with Time from Initial Call to First Visit
                                                (n=234)

                      100%


                       80%


                       60%         47.0%         47.4%


                       40%


                       20%                                     3.8%         1.7%

                         0%
                                 Very       Satisfied Unsatisfied   Very
                               Satisfied                         Unsatisfied



     The overall satisfaction rate of respondents from the time of their initial call to the HSC until their
first visit was 94.4%.




                                                    28
2008 CONSUMER SATISFACTION SURVEYS                                                        STATEWIDE ANALYSIS



                                   CONSUMER SERVICE SATISFACTION


         The following graphs indicate the percentage of consumers who agreed or strongly agreed with each
         statement. The statement numbers correspond with the number of the actual question on the Family
         survey. The number of responses to each statement is given in the column heading of that statement on
         the graph.


SATISFACTION

Q1 – Overall, I am satisfied with the services this child received.
Q4 – The people helping this child stuck with us no matter what.

ACCESS

Q8 – The location of services was convenient for us.
Q9 – Staff and services were available at times that were good for us.
Q10 – My family got the help we wanted for this child.
Q11 – My family got as much help as we needed for this child.

TREATMENT PARTICIPATION

Q2 – I helped to choose this child’s services.
Q3 – I helped to choose this child’s treatment goals.
Q6 – I participated in this child’s treatment.
Q16 – Staff were helpful in assisting me to identify and find other treatment or support services for
       this child (e.g. medical, family, or employment services).
Q17 – I felt like staff and I were able to work together.
Q18 – I felt like my child and staff were able to work together.




                                                         29
2008 CONSUMER SATISFACTION SURVEYS                                             STATEWIDE ANALYSIS



                                  Parent/Guardian Satisfaction
      100%       90%                                                     90%       90% 89%
                        81%
                                     85%                  84% 85%               82%
                                              79% 76%
       80%                    73%


       60%


       40%


       20%


        0%
               Q1     Q4     Q8     Q9     Q10    Q11    Q2     Q3     Q6     Q16    Q17    Q18
             (n=245)(n=232)(n=243)(n=241)(n=245)(n=241)(n=237)(n=241)(n=243)(n=227)(n=245)(n=241)



         Satisfaction                Access                            Treatment Participation




                                                 30
2008 CONSUMER SATISFACTION SURVEYS                                                       STATEWIDE ANALYSIS


                                     QUALITY AND APPROPRIATENESS



        The following graphs indicate the percentage of consumers who agreed or strongly agreed with each
        statement. The statement numbers correspond with the number of the actual question on the Family
        survey. The number of responses to each statement is given in the column heading of that statement on
        the graph.




Q5 – I felt this child had someone to talk to when troubled.
Q7 – The services this child and/or family received were right for us.
Q12 – Staff treated us with respect.
Q13 – Staff respected by family’s religious/spiritual beliefs.
Q14 – Staff spoke with me in a way that I understood.
Q15 – Staff were sensitive to my cultural background.




                                         Parent/Guardian Satisfaction
                                                      95%                          96%
                                                                    88%                          87%
        100%            82%            81%

         80%


         60%


         40%


         20%


          0%
                 Q5 (n=238)     Q7 (n=240)    Q12 (n=246)    Q13 (n=224)   Q14 (n=246)   Q15 (n=211)




                                                        31
2008 CONSUMER SATISFACTION SURVEYS                                                       STATEWIDE ANALYSIS



                      SOCIAL CONNECTEDNESS & IMPROVED FUNCTIONING


        The following graphs indicate the percentage of consumers who agreed or strongly agreed with each
        statement. The statement numbers correspond with the number of the actual question on the Family
        survey. The number of responses to each statement is given in the column heading of that statement on
        the graph.


SOCIAL CONNECTEDNESS

Q19 – I know people who will listen and understand me when I need to talk.
Q20 – I have people that I am comfortable talking with about this child’s problems.
Q21 – In a crisis, I would have the support I need from family or friends.
Q22 – I have people with whom I can do enjoyable things.

IMPROVED FUNCTIONING

Q29 – This child is better able to do things he or she wants to do.




                                       Parent/Guardian Satisfaction

                              86%             88%
             100%                                            82%
                                                                             78%
                                                                                            68%
              80%


              60%


              40%


              20%


               0%
                      Q19 (n=244)    Q20 (n=243)    Q21 (n=245)    Q22 (n=239)     Q29 (n=237)




                                                        32
2008 CONSUMER SATISFACTION SURVEYS                                                       STATEWIDE ANALYSIS



                                                  OUTCOMES


        The following graphs indicate the percentage of consumers who agreed or strongly agreed with each
        statement. The statement numbers correspond with the number of the actual question on the Family
        survey. The number of responses to each statement is given in the column heading of that statement on
        the graph.




Q23 – This child is better at handling daily life.
Q24 – This child gets along better with family members.
Q25 – This child gets along better with friends and other people.
Q26 – This child is doing better in school and/or work.
Q27 – This child is better able to cope when things go wrong.
Q28 – I am satisfied with our family life right now.




                                      Parent/Guardian Satisfaction

              100%

                              70%         70%         71%           72%
               80%                                                              64%
                                                                                             56%
               60%


               40%


               20%


                0%
                     Q23 (n=236)      Q24          Q25         Q26          Q27      Q28(n=238)
                                    (n=237)      (n=237)     (n=232)      (n=233)




                                                        33
2008 CONSUMER SATISFACTION SURVEYS        STATEWIDE ANALYSIS




                                     34
2008 CONSUMER SATISFACTION SURVEYS                         STATEWIDE ANALYSIS



                                   APPENDIX




                          Survey Administration Protocol

                                  Adult Survey

                             Parent/Guardian Survey




                                       35
2008 CONSUMER SATISFACTION SURVEYS        STATEWIDE ANALYSIS




                                     36

								
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