Client Satisfaction Survey Results 2011

Way to Go! !

Of the 31 indicators measured

22(71%) improved greater than 10% from the 2010 survey

OVERALL RATING

4%

1%

2%

40%

53%

0%

1%

3%

36%

59%

0%

0%

4%

31%

64%

0% 20% 40% 60% 80% 100%

No Answer

Poor

Fair

Good

Excellent

2011 2010 2008

6+5% improvement

in % Excellent!

PSW SERVICES- CELEBRATE

67%

69%

76%

76%

81%

86%

89%

89%

92%

93%

80%

88%

91%

87%

94%

96%

92%

96%

94%

99%

Well informed about health

condition and service needs

Stays for the full time

Does what you expect

Tells you when they will arrive

Receive same quality of care

Right skills to care for you

PHCS show respect for your values

and choices

Explains what they will be doing

Care plan matches Goldcare

Respect home and belongings>10% Improvement

64% of Clients rated our

Services as “Excellent”. This

is an 11% improvement since

2008.

Client’s rated PSW services

over 80% (top score) for 10

of the areas measured. 6 of

these improved greater

than 10% since 2010.

PSW SERVICES - IMPROVE

34%

38%

47%

56%

58%

62%

67%

53%

47%

60%

69%

75%

79%

80%

Wear their uniform

Wear their photo ID

Quality of teaching you or

family member/friend

Wash hands or use gel upon

leaving

Wash hands or use gel upon

entering

Arrive on time

Well informed about

condition>10% Improvement

There were 6 areas we scored below

80%. Although we made significant

improvement since 2010, we still have

lots of room to improve! TIPS.......

Wear photo ID and uniform all

the time

Let client know you are

washing your hands before and

after service

Make sure your schedule has

enough travel time so you can

Arrive on Time!

NURSE MANAGERS

32%

51%

58%

60%

64%

79%

69%

53%

86%

60%

88%

90%

Folder provides useful

information

Arrange or provide contacts

for additional support

Provided enough information

Involved in planning

services/care

NM explains your

responsibilities

Know who to call>10% Improvement

CLIENT CARE SPECIALISTS

59%

64%

70%

75%

79%

81%

80%

75%

83%

93%

90%

90%

Satisfied with their response

Same person/team providing

care

Any difficulty reaching

someone

Accomodate your schedule

Know who to call

Language of your choice>10% Improvement

There was significant improvement in

4 of the 7 indicators. Opportunities

to improve in:

Arranging or providing

contacts for additional

support

Folder

Involved in planning care

5 areas scored significantly improved

since 2010.

Opportunities to improve in:

Availability to answer calls

Responding to calls

Consistent providers