Survey on Consumer Satisfaction Sample

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					                                          THE WASHINGTON INSTITUTE
                                          FOR MENTAL HEALTH RESEARCH & TRAINING




Consumer
Satisfaction
Surveys
2009 Survey



  For further information contact Dennis McBride
    (253) 756-2335 or dmcb@u.washington.edu
Consumer
Satisfaction
Surveys                                 Survey Goal
2009 Survey




              The Consumer Surveys are designed
              to examine quality issues related to
              Washington State’s delivery of state-
              funded mental health services



                                              THE WASHINGTON INSTITUTE
                                              FOR MENTAL HEALTH RESEARCH & TRAINING
Consumer
Satisfaction
Surveys                                            Audiences
2009 Survey




  MHD for Federal Reporting
  PIWG and other MHD Indicator Groups
  Provider Agencies & RSNs (e.g., EQRO)
  Consumer Groups



                                           THE WASHINGTON INSTITUTE
                                           FOR MENTAL HEALTH RESEARCH & TRAINING
                              Surveys to meet CMS requirements

Survey                                Year    Date Range
Statewide Sample Based Outcomes Survey 1998   January 1998 – January 1999
Children with Special Needs           1999    March – May 2001
                                      2002    February – June 2002
                                      2004    April – June 2004
Adult Consumer Survey                 2006    March – June 2006
                                      2007    May – August 2007
                                      2008    April – July 2008
                                      2009    March – May 2009
                                      2002    August – September 2002
                                      2005    March – June 2005
Youth and Family Survey
                                      2007    May – August 2007
                                      2008    April – July 2008
                                      2009    March – May 2009
Consumer
Satisfaction                                                     Samples
Surveys
2009 Survey



  Persons receiving at least one hour of service within the 6 month time frame.

  Adult Consumer Survey
         - Adult: 18+

  Youth & Family Survey
        - Youth: 13 – 20
        - Family: Children < 13

  Stratified Random Sample
                                                                THE WASHINGTON INSTITUTE
                                                                FOR MENTAL HEALTH RESEARCH & TRAINING

  Probability Proportionate to Size
Consumer
Satisfaction
Surveys
2009 Survey                             WIMHRT’s CATI System




THE WASHINGTON INSTITUTE
FOR MENTAL HEALTH RESEARCH & TRAINING
Consumer
Satisfaction
Surveys                                Sources of Data
2009 Survey


        MHD Consumer Information System


                 Contact Information

       ACES Barcode data – Economic Services of DSHS
       Regional Support Networks
       Individual provider agencies (contractors)

                                                THE WASHINGTON INSTITUTE
                                                FOR MENTAL HEALTH RESEARCH & TRAINING
Adult
Consumer
Satisfaction                  Selecting Participants
2009 Survey




Sample Frame   Drawn Sample           Respondent Sample

                                        1,565
                 6,078    4,513
Consumer
Satisfaction                            ACS Disposition
Surveys
2009 Survey


                      Disposition (%)
  Completions         1,565 (25.7%)
                                            Incorrect numbers:
  Refusals             820 (13.5%)          incorrect, disconnected,
  Incorrect Numbers   2,951 (48.6%)         and those respondents
                                            for whom contact data
  No MH Services        68 (1.1%)           were never obtained.

  Language Barrier     108 (1.8%)           Other:
                                            claimed had already
  Unavailable          380 (6.3%)           responded to survey,
                                            requested a mailed
  Deceased              77 (1.3%)           survey but didn’t
  Other                109 (1.8%)           respond, requested
                                            callback but unavailable
  TOTAL               6,078 (100%)          after numerous attempts
                                            to do so.
Consumer
Satisfaction   Response Rates & Cooperation
Surveys                Rates Over Time: ACS
2009 Survey
Consumer
Satisfaction
Surveys
2009 Survey




 Total number of calls = 38,619
      ACS: 27,091
      YFS: 11,528
 Average number of calls per completion:

        16.27
                                   THE WASHINGTON INSTITUTE
                                   FOR MENTAL HEALTH RESEARCH & TRAINING
Consumer
Satisfaction
Surveys                           “Representativeness”
2009 Survey
                    ACS                 YFS




                                                               Respondent Sample
              Age     Service     Age      Service
                                                               Drawn Sample
                      Hours                Hours
                                                               Sample Frame




                                                         THE WASHINGTON INSTITUTE
                                                         FOR MENTAL HEALTH RESEARCH & TRAINING


         Female        Minority   Female      Minority
Consumer
Satisfaction
Surveys                                        Sample Scale Creation
2009 Survey


Perception of Access                                                Alpha = 0.82


  The location of                                          Staff returned my calls
  services was                                                     within 24 hours
  convenient.
                                       Scale
  Staff were willing to                                   Services were available
  see me as often as I felt                                    at times that were
  it was necessary.                                                  good for me.


                    Scoring : 1 Strongly Disagree; 2 Disagree;
                    3 Undecided; 4 Agree; 5 Strongly Agree
Adult
Consumer
Satisfaction                         Scale Construction
2009 Survey

                                                                    Alpha

1.   General Satisfaction                                               .87
2.   Appropriateness and Quality of Services                            .87
3.   Participation in Treatment Goals                                   .57
4.   Perceived Outcomes                                                 .90
5.   Perception of Access                                               .82
6.   NOMS Functioning                                                   .86
7.   NOMS Social Connectedness                                          .79
8.   Stigma                                                             .87

                              1-5 MHSIP: Mental Health Statistical Improvement Project
                              6-9 Added in 2007
      Adult
      Consumer                                                                                           ACS Scales
      Satisfaction
      2009 Survey
Percent Satisfied




                                                                                         Average Score
                     General       Quality of   Participation   Perception   Perceived                   THE WASHINGTON INSTITUTE
                    Satisfaction    Service     in Treatment    of Access    Outcomes                    FOR MENTAL HEALTH RESEARCH & TRAINING
      Adult
      Consumer                                      ACS Perceived Stigma by
      Satisfaction                                              Gender/Age
      2009 Survey
Percent Satisfied




                                                                            Average Score
                    Female   Male   18 to   21 to    41 to   61 to   76 +                   THE WASHINGTON INSTITUTE
                                     <21     <41      <61     <76                           FOR MENTAL HEALTH RESEARCH & TRAINING


                                                Age (years)
Adult
Consumer
Satisfaction           Stigma Scale Correlations
2009 Survey

                                                          r*

1.   General Satisfaction                                 -.134
2.   Appropriateness and Quality of Services              -.183
3.   Participation in Treatment Goals                     -.153
4.   Perceived Outcomes                                   -.260
5.   Perception of Access                                 -.185

6. NOMS Functioning                                       -.246
7. NOMS Social Connectedness                              -.304

                                               P < .001
                                               N = 4018
Consumer
Satisfaction
Surveys
2009 Survey

                          Stepwise Regression



       Dependent Variable: Stigma Scale


       Predictors: NOMS Social Connectedness
       Perceived Outcome of Service

       R2 = .103
                                          THE WASHINGTON INSTITUTE
                                          FOR MENTAL HEALTH RESEARCH & TRAINING
      Youth &
      Family                                                                                                                     YFS Scales
      Survey
      2009 Survey
Percent Satisfied




                                                                                                                 Average Score
                     General       Voice in   Perceived      Staff       Appropriate     Staff       Access to                   THE WASHINGTON INSTITUTE
                    Satisfaction   Service    Outcomes    Satisfaction    -ness of      Cultural     Services                    FOR MENTAL HEALTH RESEARCH & TRAINING

                                   Delivery                               Services     Sensitivity
Consumer
Satisfaction
Surveys                                Other Relationships
2009 Survey


    Demographics and Total Service Hours
    Living Situation by Age, Gender, & Ethnicity
    Employment Status by Age, Gender, & Ethnicity
    Medical/Insurance Information by Age, Gender, & Ethnicity
    Satisfaction Scales by Age, Gender, & Ethnicity
    Satisfaction Scales by RSN




                                                    THE WASHINGTON INSTITUTE
                                                    FOR MENTAL HEALTH RESEARCH & TRAINING
Consumer       What two things do you like the most
Satisfaction
                  about the services you received?
Surveys
2009 Survey




                                       THE WASHINGTON INSTITUTE
                                       FOR MENTAL HEALTH RESEARCH & TRAINING

                 ACS: First Response
Consumer
Satisfaction                      Open-ended Responses:
Surveys                                        LikeMost
2009 Survey


     Services: “I appreciated the fact that, after my intake
     interview, I was placed with a counselor *immediately* who
     seemed very much in touch or able to address my specific
     problems. That was fast and accurate work.”

     Professional Staff: “Current counselor has been the most
     helpful in the short amount of time, calls and checks on me to
     make sure that I’m ok. Open to phone calls when I can’t come
     in.”
                                                        THE WASHINGTON INSTITUTE
                                                        FOR MENTAL HEALTH RESEARCH & TRAINING
Consumer       What two things do you like the least
Satisfaction
                  about the services you received?
Surveys
2009 Survey




                                            THE WASHINGTON INSTITUTE
                                            FOR MENTAL HEALTH RESEARCH & TRAINING


               YFS: Family First Response
Consumer
Satisfaction                     Open-ended Responses:
Surveys                              LikeLeast (Family)
2009 Survey

     Access: “The appointment times are difficult due to being
     between 9-4. Must take vacation time from work to go to
     appointments and it took away from school time.”



     Services: “They seem to have a rigid program/mold where
     they give the same drugs for everything. It is not
     individualized…”


                                                          THE WASHINGTON INSTITUTE
                                                          FOR MENTAL HEALTH RESEARCH & TRAINING
TRENDS
Consumer
Satisfaction   Trends in Mean ACS Satisfaction
Surveys                      Scores Over Time




                                  THE WASHINGTON INSTITUTE
                                  FOR MENTAL HEALTH RESEARCH & TRAINING
                    Consumer
                    Satisfaction          ACS Perceived Stigma
                    Surveys
                                                                          by Year
Percent Satisfied




                                                   Average Score
                                                                   THE WASHINGTON INSTITUTE
                            2007   2008    2009                    FOR MENTAL HEALTH RESEARCH & TRAINING
Consumer
Satisfaction                          ACS
Surveys        Functioning/Connectedness
                         Scores Over Time




                              THE WASHINGTON INSTITUTE
                              FOR MENTAL HEALTH RESEARCH & TRAINING
Consumer
Satisfaction   Trends in Mean YFS Satisfaction
Surveys                     Scores Over Time
2009 Survey




                                  THE WASHINGTON INSTITUTE
                                  FOR MENTAL HEALTH RESEARCH & TRAINING
Consumer
Satisfaction
Surveys                   Summary of Findings (ACS)
2009 Survey


    Service satisfaction trends remained consistent
     since 2002.
    General satisfaction scores were relatively high
     with three quarters of consumers saying they are
     satisfied.
    Across years, Perceived Outcomes has remained
     the lowest with more than one third of consumers
     being undecided or dissatisfied in this area.
    Consumers continue to be most satisfied with the
     appropriateness and quality of services.
                                            THE WASHINGTON INSTITUTE
                                             FOR MENTAL HEALTH RESEARCH & TRAINING
Consumer
Satisfaction
Surveys                     Summary of Findings (YFS)
2009 Survey



   All areas of youth and family services have improved
    since 2002.


   Staff Cultural Sensitivity and Staff Satisfaction
    continue to be the highest rated area.


   Perceived outcomes is consistently the lowest rated
    area.
                                               THE WASHINGTON INSTITUTE
                                                FOR MENTAL HEALTH RESEARCH & TRAINING

				
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