client satisfaction survey -...
TRANSCRIPT
RICK SCOTT GOVERNOR
CHARLES T. CORLEY
SECRETARY
elderaffairs.state.fl.us
2012 REPORT
Client Satisfaction Survey
Program Services, Direct Service Workers, and
Impact of Programs on Lives of Clients
Bureau of Planning & Evaluation, October 2013
Table of Contents
Executive Summary ................................................................................................................................................ 1
Background ............................................................................................................................................................... 3
Methodology ............................................................................................................................................................ 4
Population and Sample ..................................................................................................................................... 4
Survey .................................................................................................................................................................... 4
Survey Procedures .............................................................................................................................................. 5
Analysis ................................................................................................................................................................. 5
Survey Results ......................................................................................................................................................... 6
Overall Satisfaction With Services Received and With Their Quality .............................................. 6
Client Satisfaction With Aspects of Program Services ........................................................................... 8
Client Satisfaction With Direct Service Workers ................................................................................... 12
The Impact of Services on Clients’ Lives .................................................................................................... 16
Summary and Conclusions ................................................................................................................................. 17
Appendix A: 2012 Survey Responses by Program Participation .............................................................. 18
Appendix B: 2012 Survey Responses by Program Participation, Combined Satisfaction Categories ............................................................................................................................................................... 20
Appendix C: 2 0 1 2 Client Satisfaction Survey ........................................................................................... 22
1 2012 Client Satisfaction Survey
Executive Summary
In 2012, the Florida Department of Elder Affairs (DOEA) Bureau of Planning and Evaluation
surveyed a random sample of clients in four of the Department’s community-based care
programs in each of the state’s 11 Planning and Service Areas (PSAs). The following report
examines responses obtained from the 11 PSAs.
The purpose of the surveys was to assess the satisfaction of clients with program services, the
quality of direct service workers, and the impact of the program on clients’ lives. Clients
selected for the surveys participated in at least one of four DOEA programs serving the largest
number of case managed clients: the Long-Term Care Community Diversion Pilot Project, also
known as Nursing Home Diversion Medicaid Waiver (NHD), Aged and Disabled Adult
Medicaid Waiver (ADA), Assisted Living Medicaid Waiver (AL), and Community Care for the
Elderly (CCE).
Program participants reported high levels of overall satisfaction with the services they received
and their quality, with aspects of program services, their direct service workers, and the impact
of services on their lives. Overall satisfaction levels including Very Satisfied and Satisfied ranged
from 92 percent to 100 percent. The lowest satisfaction level (79%) was expressed by AL
program participants with regard to direct service worker continuity. A small number of
program participants responded that they were Neither Satisfied nor Dissatisfied, Dissatisfied,
or Very Dissatisfied, or responded No to a question addressing their satisfaction, ranging from
zero to five percent.
In comparison to the other programs participants, NHD program clients generally reported the
highest combined satisfaction levels and their levels of dissatisfaction ranged from zero to five
percent. They were also more likely to state that they were Very Satisfied than Satisfied with the
different aspects of services evaluated. In addition, they were more likely to say that their direct
service workers were punctual and that the same worker usually comes to help them. AL clients
tended to choose the Satisfied over the Very Satisfied response option more often than the other
program participants and they were significantly less likely to say that the same worker came to
help them.
Client Satisfaction With Services Received and Quality of Services
The majority of respondents surveyed across the four programs reported high levels of being
Very Satisfied or Satisfied with the services they received and with their quality.
Between 94 and 98 percent were Very Satisfied or Satisfied with services received,
including frequency and length of services, time of day, and day(s) of the week; and
2 2012 Client Satisfaction Survey
Between 93 and 97 percent were Very Satisfied or Satisfied with the quality of services
received.
Client Satisfaction With Aspects of Program Services
The majority of respondents surveyed across the four programs reported high levels of being
Very Satisfied or Satisfied with aspects of program services:
Between 92 and 96 percent were Very Satisfied or Satisfied with the frequency of
services,
Between 92 and 96 percent were Very Satisfied or Satisfied with the length of services,
and
Between 96 and 99 percent were Very Satisfied or Satisfied with the time of day services
were provided.
Client Satisfaction With Direct Service Workers
The majority of respondents were also Very Satisfied or Satisfied with their direct service
workers:
Between 94 and 96 percent were Very Satisfied or Satisfied with their workers’
knowledge and skills needed to help them,
Between 95 and 98 percent said that they were Very Satisfied or Satisfied with the way
their workers treat them,
Between 96 and 97 percent said that they were Very Satisfied or Satisfied with the
communication with their workers
Between 94 and 98 percent said that they were Very Satisfied or Satisfied with the
punctuality of their worker, and
Between 79 and 100 percent said that they can usually expect that the same person will
come to help them.
While AL clients are exclusively served in ALFs, over 50 percent of clients in the NHD program
and all clients in the CCE and ADA programs are served in home-based settings.
The Impact of Services on Clients’ Lives
The reported impact of services on program participants’ needs, quality of life, and ability to stay
in their homes was high as well:
Between 96 to 97 percent of participants said that services met their needs.
Between 95 to 98 percent said that services helped them maintain or improve their
quality of life.
Between 95 to 100 percent said that services helped them stay in their homes.
3 2012 Client Satisfaction Survey
In 2010 and 2011, the Department surveyed clients participating in the same four programs
included in the present study, but not at the program-specific level. Consequently, comparisons
of the 2012 survey results to those of previous years cannot be made at the program-specific level
but can be made to response averages across combined programs. Between 2010 and 2012, the
average satisfaction scores (Very Satisfied and Satisfied combined) of program participants
increased slightly and continuously, ranging from a two to six percent increase. The largest
increase in satisfaction (6%) was reported for worker punctuality. Responses to several survey
items increased by four percent between 2010 and 2012. These include satisfaction with the
frequency and length of services, days of the week services were provided, worker knowledge
and skills, and communication with workers.
Background The Florida Department of Elder Affairs operates a variety of programs to meet the special needs
of Florida’s aging citizens. These programs are designed to provide cost-effective ways of
keeping elderly persons in their homes or communities and to prevent, postpone, or reduce
inappropriate or unnecessary institutional placements.
Individuals served by these programs are frail elders and persons with disabilities who are
functionally impaired and at risk of nursing home placement. CARES (Comprehensive
Assessment and Review for Long-Term Care Services) is Florida's federally mandated nursing
home pre-admission assessment program that determines medical eligibility for the Medicaid
waiver programs. Individuals must be age 60 or older and must meet the same functional and
financial criteria as individuals seeking Medicaid assistance for nursing home placement to
qualify for the ADA and AL programs administered by the Department. In addition, for AL and
NHD eligibility, individuals must meet at least one of the following additional criteria: require
assistance with activities of daily living (ADL), be diagnosed with Alzheimer's disease or other
dementia, or have a diagnosis of a degenerative or chronic medical condition requiring nursing
services. A further eligibility criterion for AL clients includes that they are awaiting discharge
from a nursing home and unable to return to a private residence. Additional eligibility for the
NHD program requires clients to be age 65 or older, be enrolled in Medicare, and be eligible for
Medicaid. Individuals eligible for CCE must be age 60 or older and functionally impaired.
Primary consideration for CCE services is given to elderly persons referred to Adult Protective
Services (APS) and determined by APS to be victims of abuse, neglect, or exploitation who are in
need of immediate services to prevent further harm.
Services provided to participants of the above-mentioned programs may include direct service,
homemaker, adult day health care, respite, home-delivered meals, companionship, case
management, case aide, chore, escort, respite, attendant care, and counseling.
4 2012 Client Satisfaction Survey
The number of clients served in Fiscal Year 2011-12 ranged from 4,593 in AL to over 24,500 in
NHD (see the following exhibit). The CCE Program is funded solely by state General Revenue
with a 2011-2012 appropriation of over $40 million. Funding for the NHD, ADA, and AL
programs is supplied by Medicaid and the state; appropriations ranged from over $35 million for
AL to approximately $356 million for NHD.
Enrollment and Funding for Three Department-Administered Programs,
2011–2012
Program Clients
Served
Funding
Community Care for the Elderly (CCE) 13,459 $40,479,617
Aged and Disabled Adult Medicaid Waiver (ADA) 11,018 $103,823,694
Assisted Living Medicaid Waiver (AL) 4,593 $35,083,803
Nursing Home Diversion Medicaid Waiver (NHD) 24,593 $355,766,698
Source: 2013 Summary of Programs & Services, DOEA
Methodology Population and Sample
The four DOEA programs selected for the survey (NHD, ADA, AL, and CCE) are those which
serve the largest number of case-managed clients. The clients selected for the survey received
services from one of these programs for at least three months and received a service in addition
to case management and home-delivered meals. The sample size was large enough to assure a 95
percent confidence level for the representativeness of results at the state level.
Survey
The survey contained 15 questions for recipients of program services, of which 11 evaluated
services and direct service workers and three addressed the impact of services on respondents’
lives. Questions assessing satisfaction with services included those on the frequency, length,
time of day, day(s) of the week, and quality of services provided. Questions assessing
satisfaction with direct service workers focused on adequacy of worker knowledge and skills,
communication with workers, treatment of clients, punctuality, and continuity of services
conducted by the same worker. Three questions addressing the impact of services on the lives of
clients asked respondents whether services met their needs, helped to maintain or improve their
quality of life, and helped them continue living in their home. A final question gave respondents
the opportunity to volunteer any other information about the services they received. This report
includes the survey instrument as Appendix C.
5 2012 Client Satisfaction Survey
Survey Procedures
Clients were sent letters notifying them that they might be called to participate in a survey
about the services they received. They were assured that, whether or not they participated, their
DOEA program services would not be affected.
The survey was conducted by professional interviewers in the DOEA Computer-Assisted
Telephone Interview (CATI) Call Center. Instructions informed respondents that the survey
would take an estimated 10 minutes to complete. The interviewers placed 7,064 calls to clients
of the AL, CCE, and ADA programs between March 9, and November 8, 2012. In addition,
interviewers placed 963 calls to clients of the NHD program between October 30, and
December 19, 2012. The NHD clients contacted resided in a private residence or assisted living
facility and did not include those residing in nursing homes. A large number of clients were
unable to respond to the survey because of unavailability (e.g., hospitalization) or the inability
to hear, understand, or remember. In total, 3,221 surveys were successfully completed,
yielding a 40 percent response rate.
Analysis The 3,221 responses to the survey were analyzed by program enrollment. A summary chart
containing percentages of all survey responses (Very Satisfied, Satisfied, Neither Satisfied nor
Dissatisfied, Dissatisfied, and Very Dissatisfied, as well as Yes and No) is included in Appendix
A. Combined percentages of Very Satisfied and Satisfied responses, as well as Dissatisfied and
Very Dissatisfied responses to items, are presented in Appendix B.
In addition, current survey results were compared to those obtained in 2010 and 2011. Since
these prior surveys were not designed for program-level analysis, the comparison of findings is
based on averages for the four programs evaluated.
6 2012 Client Satisfaction Survey
Survey Results
Overall Satisfaction With Services Received and With Their Quality
Clients expressed high overall satisfaction with the services and with the quality of services they
received. The combined response options of Very Satisfied and Satisfied yielded high overall
levels of satisfaction with program services by respondents across PSAs (at least 93% for each
question).
Overall Satisfaction With Current Services
Respondents of the NHD program reported the highest degree of being Very Satisfied (60.4%)
compared to those participating in the CCE (59%), ADA (55%), and AL (46%) programs.
AL clients were more likely to be Satisfied (48%) than Very Satisfied (46%), in contrast to the
other program participants. With the exception of AL clients, program participants were more
likely to say that they were Very Satisfied than Satisfied with currently receiving services.
Respondents’ overall satisfaction with the services they were receiving at the time of the survey
was high, as reflected by the combined Very Satisfied and Satisfied ratings of 98 percent for
clients of the NHD program, followed by 97 percent each for CCE and ADA clients, and 94
percent for AL clients (see Appendix B).
For 2012, an average of 96 percent of clients in the four programs combined was Very Satisfied or
Satisfied with currently receiving services compared to an average of 95 percent in 2011, and 92
percent of all clients surveyed in 2010.
7 2012 Client Satisfaction Survey
Overall Satisfaction With the Quality of Services Received Clients of the NHD program also reported the highest incidence of being Very Satisfied with the
quality of services they received (59%) compared to 53 percent or less for other program
respondents. With the exception of AL clients, program participants were more likely to say
that they were Very Satisfied than Satisfied with the quality of services received.
Combining the responses to the Very Satisfied and Satisfied options, NHD clients expressed the
highest satisfaction levels (97%), followed by CCE and ADA clients (both 96%), and clients of
the AL program (93%) (see Appendix B).
For 2012, an average of 96 percent of clients in the four programs combined was Very Satisfied or
Satisfied with the quality of services received compared to an average of 95 percent in 2011, and
94 percent of all clients surveyed in 2010.
8 2012 Client Satisfaction Survey
Client Satisfaction With Aspects of Program Services
Four questions asked survey respondents about their satisfaction with program services.
How satisfied are you with how often services are provided?
How satisfied are you with the length of service visits?
How satisfied are you with the time of day that services are provided?
How satisfied are you with the day(s) of the week services are provided?
The combined response options of Very Satisfied and Satisfied yielded high overall levels of
satisfaction with aspects of program services by respondents, ranging from an average of 93 to 97
percent across programs.
Satisfaction With the Frequency of Services Provided Clients of the NHD program were more likely to be Very Satisfied with the frequency of services
provided (58%) compared to 46 percent or less for clients of the other programs. Other program
respondents were more likely to say that they were Satisfied than Very Satisfied. For example,
50 percent of AL program clients said they were Satisfied with the frequency of services
compared to 42 percent who said they were Very Satisfied.
9 2012 Client Satisfaction Survey
The majority of clients of each of the four programs surveyed expressed high levels of being Very
Satisfied or Satisfied with service frequency, ranging between 92 and 96 percent (see Appendix
B). The highest level of Very Satisfied and Satisfied with service frequency responses combined
was reported by clients of the NHD Program (96%), followed by those in the ADA and CCE
(95% for both), and AL (92%).
For 2012, an average of 95 percent of clients in the four programs combined was Very Satisfied or
Satisfied with the frequency of services compared to an average of 92 percent in 2011, and 91
percent of all clients surveyed in 2010.
Satisfaction With the Length of Service Visits Clients of the NHD program reported the highest levels of being Very Satisfied with the length
of service visits by their direct service worker (46%) compared to 34 percent or lower for clients
of the other programs. Program participants were more likely to say that they were Satisfied
than Very Satisfied with the length of service visit. For example, 62 percent of AL clients said
they were Satisfied compared to 33 percent who said they were Very Satisfied with the length of
service visits.
Between 91 and 95 percent of survey respondents said they were Very Satisfied or Satisfied with
the length of service visits (see Appendix B). The highest percentage of these combined
satisfaction responses was expressed by clients of the AL program (95%), followed by those in
NHD (94%), ADA (93%), and CCE (91%).
10 2012 Client Satisfaction Survey
For 2012, an average of 93 percent of clients in the four programs combined was Very Satisfied or
Satisfied with the length of service visits compared to an average of 87 percent in 2011, and 89
percent of all clients surveyed in 2010.
Satisfaction With the Time of Day Services Are Provided Clients of the NHD program stated more often that they were Very Satisfied with the time of
day services were provided (50%) compared to 39 percent or less for the other program
participants. With the exception of NHD participants, clients of the other programs were more
likely to say that they were Satisfied than Very Satisfied with the time of day services were
provided. For example, 68 percent of AL clients said they were Satisfied compared to 31 percent
who said they were Very Satisfied with the time of day of service visits. None of the respondents
said they were Very Dissatisfied with this aspect of services.
Between 96 and 99 percent of all respondents said that they were Very Satisfied or Satisfied
with the time of the day services were provided (see Appendix B). The highest proportion of
responses to the combined satisfaction options was reported by AL clients (99%), followed by
NHD (98%), and ADA and CCE clients (96% for both).
For 2012, an average of 97 percent of clients in the four programs combined was Very Satisfied or
Satisfied with the time of day services were provide compared to an average of 95 percent in
2011, and 94 percent of all clients surveyed in 2010.
11 2012 Client Satisfaction Survey
Satisfaction With the Days of the Week Services Are Provided Participants of the NHD program reported the highest frequency of being Very Satisfied with
the day(s) of the week services were provided (49%) compared to 38 percent or less for the
other program respondents. With the exception of NHD participants, clients of the other
programs were more likely to say that they were Satisfied than Very Satisfied with the day(s) of
the week services were provided. For example, 68 percent of AL clients said they were satisfied
compared to 30 percent who said they were Very Satisfied with the day(s) of service visits. None
of the clients surveyed were Very Dissatisfied with this aspect of service delivery.
When combining the response options of Very Satisfied and Satisfied, an equal proportion of
AL, CCE, and NHD program participants were satisfied (97%) followed by 96 percent of ADA
clients (see Appendix B).
For 2012, an average of 97 percent of clients in the four programs combined was Very Satisfied
and Satisfied with the day(s) of the week services were provided compared to an average of 93
percent of all clients surveyed in 2011 and 2010.
12 2012 Client Satisfaction Survey
Client Satisfaction With Direct Service Workers
Clients expressed high overall satisfaction with different aspects of their direct service workers
across all 11 PSAs. Satisfaction rates with direct service workers ranged from 79 to 100 percent.
Satisfaction With Direct Service Workers’ Knowledge and Skills
Participants of the NHD program reported the highest incidence of being Very Satisfied with
the knowledge and skills of their workers (60%) compared to 50 percent or less for participants
of the other programs. AL clients were more likely to say they were Satisfied than Very Satified
(56% and 38%, respectively).
The combined responses of Very Satisfied and Satisfied on this question resulted in satisfaction
rates ranging from 96 percent for NHD and ADA participants to 94 percent for those in the AL
and CCE programs.
For 2012, an average of 95 percent of clients in the four programs combined was Very Satisfied or
Satisfied with their workers’ knowledge or skills compared to an average of 94 percent in 2011,
and 91 percent of all clients surveyed in 2010.
Client Satisfaction With Direct Service Workers’ Treatment
Clients of the NHD program reported the highest rates of being Very Satisfied with the way
direct service workers treated them (67%) compared to response rates of 60 percent or less for
the other program clients. With the exception of AL clients, program participants were more
13 2012 Client Satisfaction Survey
likely to say that they were Very Satisfied than Satisfied with the way their workers treated
them. Forty-four (44) percent of AL respondents said they were Very Satisfied with their direct
service workers’ treatment compared to 52 percent who said they were Satisfied.
The combined responses of Very Satisfied and Satisfied ranged from 98 percent for clients of
both the CCE and ADA programs, to 97 percent for NHD, and 96 percent for AL clients (see
Appendix B).
For 2012, an average of 97 percent of clients in the four programs combined were Very Satisfied
or Satisfied with the way their worker(s) treated them compared to an average of 98 percent in
2011, and 95 percent of all clients surveyed in 2010.
Satisfaction With the Ability to Communicate With Direct Service Workers
Florida’s population is characterized by a mix of ethnic groups speaking different languages. For
this reason, communication between clients and direct service workers of different backgrounds
may be challenging. However, survey findings show that few clients were dissatisfied with their
ability to communicate with workers. Clients of the NHD program reported the highest levels of
being Very Satisfied with communication with their workers (65%) compared to those of other
programs. With the exception of AL clients, program participants were more likely to say that
they were Very Satisfied than Satisfied.
14 2012 Client Satisfaction Survey
NHD and ADA program respondents showed a high incidence of being Very Satisfied and
Satisfied combined (97% for each), followed by AL and CCE clients (96% for each, see Appendix
B).
For 2012, an average of 96 percent of clients in the four programs combined was Very Satisfied or
Satisfied with the communication with workers compared to an average of 96 percent in 2011
and 92 percent of all clients surveyed in 2010.
Punctuality of Direct Service Workers Between 94 and 98 percent of respondents
said that their direct service workers arrive
at the scheduled time. The highest response
rate to this question was obtained from
NHD clients (98%), followed by ADA clients
(96%) and those in the CCE and AL
programs (94% for each). One percent or
fewer of the clients said they did not know
when to expect workers.
For 2012, an average of 95 percent of clients
in the four programs combined said that
their worker arrived at the scheduled time
compared to an average of 94 percent in 2011
and 89 percent of all clients surveyed in 2010.
15 2012 Client Satisfaction Survey
Continuity of Direct Service Workers
Whether the same direct service worker comes
to assist a program participant may have an
impact on client trust and ease of interaction
with workers. In addition, continuity of
workers may avoid the need for participants to
repeat instructions to workers to explain what
they require. A high proportion of survey
respondents said that they usually have the
same worker come to help – 100 percent of
NHD clients, 95 percent of ADA clients, and 94
percent of CCE clients. In comparison, 79
percent of AL clients reported continuity of
workers.
For 2012, an average of 91 percent of clients in the four programs combined said that they can
usually expect the same worker for assistance compared to an average of 92 percent of all clients
surveyed in 2011 and 2010.
16 2012 Client Satisfaction Survey
The Impact of Services on Clients’ Lives
Program participants across PSAs reported high levels of satisfaction with the impact of services
on their needs, quality of life, and ability to stay in their homes, ranging between 94 and 100
percent.
Services Meet Client Needs
A high percentage of program participants,
between 96 and 97 percent, said that services met
their needs.
For 2012, an average of 97 percent of clients in
the four programs combined said that services
met their needs compared to an average of 95
percent of all clients surveyed in 2011 and 2010.
Services Help Maintain or Improve Clients’
Quality of Life Ninety-eight percent of clients participating in the
NHD and ADA programs reported that the services
they receive helped to maintain the quality of their
life, followed by 97 percent of CCE and 95 percent
of AL clients.
For 2012, an average of 97 percent of clients in the
four programs combined said that services helped
maintain or improve their quality of life compared
to an average of 96 percent of all clients surveyed in
2011 and 2010.
17 2012 Client Satisfaction Survey
Services Help Clients Stay in Their Homes
One of the main goals of participation in the
programs studied is to enable clients to stay in
their homes or in the least restrictive setting.
This goal seems to be largely achieved for the
clients who participated in the survey: 100
percent of NHD clients, 99 percent of ADA
clients, 98 percent of CCE clients, and 95
percent of AL clients said that services helped
them stay in their homes or least restrictive
setting.
For 2012, an average of 98 percent of clients in
the four programs combined said that services helped them stay in their homes compared to an
average of 99 percent of all clients surveyed in 2011 and 2010.
Summary and Conclusions
In summary, program participants reported high levels of overall satisfaction with the services
they received through the NHD, ADA, AL, and CCE programs and the quality and aspects of
these services. In addition, they were highly satisfied with their direct service workers and the
impact of services on their lives. Survey participants’ combined responses of Very Satisfied and
Satisfied yielded average satisfaction levels with these service aspects ranging from 91 to 98
percent.
Clients of the AL program reported the lowest levels of satisfaction with the continuity of
workers coming to help them (79%), which was between 15 and 20 percent lower than the
responses collected from clients participating in the other programs. Apart from worker
continuity, satisfaction levels of program participants were similar and differed by less than one
to five percent.
In general, average satisfaction levels of clients surveyed in 2010 through 2012 increased by one
to six percent. While six percent more program participants in 2012 than in 2010 said that their
workers were punctual, the positive evaluation of worker continuity and program impact on
their ability to stay in their homes decreased by one percent across these survey periods.
18 2012 Client Satisfaction Survey
Appendix A: 2012 Survey Responses by Program Participation
Survey Question
Percent of Responses by Program Average across
programs AL CCE ADA NHD
1. How satisfied are you with how often services are provided?
Very Satisfied 42.4% 45.7% 44.9% 58.1% 47.8%
Satisfied 50.0% 49.0% 50.6% 37.7% 46.8%
Neither Satisfied nor Dissatisfied
2.2% 1.8% 1.8% 0.0% 1.5%
Dissatisfied 3.9% 2.9% 2.6% 1.9% 2.8%
Very Dissatisfied 1.5% 0.6% 0.2% 2.3% 1.1%
2. How satisfied are you with the length of the service visits?
Very Satisfied 33.2% 33.2% 33.6% 45.8% 36.4%
Satisfied 61.6% 57.4% 58.8% 48.1% 56.5%
Neither Satisfied nor Dissatisfied
1.5% 4.3% 3.2% 0.0% 2.3%
Dissatisfied 2.6% 4.6% 4.2% 4.2% 3.9%
Very Dissatisfied 1.1% 0.4% 0.1% 1.9% 0.9%
3. How satisfied are you with the time of day that services are provided?
Very Satisfied 31.3% 39.4% 36.6% 50.2% 39.4%
Satisfied 67.6% 56.6% 59.6% 47.9% 57.9%
Neither Satisfied nor Dissatisfied
0.0% 1.7% 2.1% 0.0% 0.9%
Dissatisfied 1.2% 2.2% 1.6% 1.5% 1.6%
Very Dissatisfied 1.1% 0.4% 0.1% 1.9% 0.9%
4. How satisfied are you with the day(s) of the week services are provided?
Very Satisfied 29.7% 38.2% 37.3% 48.8% 38.5%
Satisfied 67.7% 58.9% 58.6% 48.4% 58.4%
Neither Satisfied nor Dissatisfied
1.1% 1.3% 1.9% 0.0% 1.1%
Dissatisfied 1.1% 1.4% 2.0% 2.3% 1.7%
Very Dissatisfied 0.4% 0.1% 0.2% 0.4% 0.3%
5. Overall, how satisfied are you with the quality of the services you have received?
Very Satisfied 40.5% 53.2% 49.9% 58.9% 50.6%
Satisfied 52.5% 43.1% 45.9% 38.1% 44.9%
Neither Satisfied nor Dissatisfied
3.6% 1.7% 1.9% 0.0% 1.8%
Dissatisfied 2.9% 1.7% 1.7% 1.9% 2.1%
Very Dissatisfied 0.5% 0.2% 0.5% 1.1% 0.6%
19 2012 Client Satisfaction Survey
Survey Question
Percent of Responses by Program
AL CCE ADA NHD Average across
programs
6. How satisfied are you that your worker(s) has (have) the knowledge and skills needed to help you?
Very Satisfied 38.3% 49.9% 47.0% 60.0% 48.8%
Satisfied 55.6% 44.5% 48.8% 35.5% 46.1%
Neither Satisfied nor Dissatisfied
2.7% 2.3% 2.1% 0.0% 1.8%
Dissatisfied 2.7% 3.0% 1.7% 3.0% 2.6%
Very Dissatisfied 0.7% 0.3% 0.5% 1.5% 0.7%
7. How satisfied are you with the way your worker(s) treat you?
Very Satisfied 44.0% 59.5% 58.9% 66.5% 57.2%
Satisfied 52.4% 38.3% 39.2% 30.8% 40.2%
Neither Satisfied nor Dissatisfied
1.3% 0.8% 1.1% 0.0% 0.8%
Dissatisfied 1.6% 1.1% 0.5% 1.9% 1.3%
Very Dissatisfied 0.7% 0.2% 0.3% 0.8% 0.5%
8. How satisfied are you with the way you and your worker(s) communicate?
Very Satisfied 42.5% 52.5% 51.5% 65.2% 52.9%
Satisfied 53.6% 43.0% 45.7% 31.8% 43.5%
Neither Satisfied nor Dissatisfied
1.6% 2.6% 1.5% 0.0% 1.4%
Dissatisfied 1.6% 1.8% 1.0% 2.3% 1.7%
Very Dissatisfied 0.7% 0.2% 0.2% 0.8% 0.5%
9. Do(es) your worker(s) usually arrive at the scheduled time?
Yes 93.6% 94.3% 95.6% 98.4% 95.5%
No 5.1% 4.6% 3.2% 1.2% 3.5%
I don't know when to expect them
1.3% 1.1% 1.2% 0.4% 1.0%
10. Can you usually expect the same person (people) to come help?
Yes 79.1% 94.2% 94.9% 99.6% 91.9%
No 20.9% 5.8% 5.1% 0.4% 8.1%
11. Overall, would you say that the services you receive meet your needs?
Yes 97.0% 96.6% 96.9% 95.5% 96.5%
No 3.0% 3.4% 3.1% 4.5% 3.5%
12. Do these services help you to maintain or improve your quality of life?
Yes 94.7% 97.0% 98.2% 97.7% 96.9%
No 5.3% 3.0% 1.8% 2.3% 3.1%
13. Do these services help you to stay in your home? (If at an ALF ask: Do these services help you to avoid moving into a nursing home?) Would you say:
Yes 95.1% 98.0% 98.5% 99.6% 97.8%
No 4.9% 2.0% 1.5% 0.4% 2.2%
14. Overall, how satisfied are you with the services you receive?
Very Satisfied 45.8% 59.1% 55.0% 60.4% 55.1%
Satisfied 48.1% 37.6% 41.8% 37.7% 41.3%
Neither Satisfied nor Dissatisfied
3.0% 1.8% 1.5% 0.0% 1.6%
Dissatisfied 1.6% 1.4% 1.3% 0.4% 1.2%
Very Dissatisfied 1.4% 0.1% 0.4% 1.5% 0.9%
20 2012 Client Satisfaction Survey
Appendix B: 2012 Survey Responses by Program Participation, Combined
Satisfaction Categories
Survey Question
Percent of Responses by Program Average across
programs
Number of Responses
AL CCE ADA NHD
1. How satisfied are you with how often services are provided?
Very Satisfied or Satisfied
92.4% 94.7% 95.4% 95.8% 94.6% 2,999
Neither Satisfied nor Dissatisfied
2.2% 1.8% 1.8% 0.0% 1.5% 88
Dissatisfied or Very Dissatisfied
5.4% 3.5% 2.8% 4.2% 3.9% 109
2. How satisfied are you with the length of the service visits?
Very Satisfied or Satisfied
94.8% 90.6% 92.4% 93.8% 92.9% 2,754
Neither Satisfied nor Dissatisfied
1.5% 4.3% 3.2% 0.0% 2.3% 94
Dissatisfied or Very Dissatisfied
3.7% 5.1% 4.4% 6.2% 4.8% 140
3. How satisfied are you with the time of day that services are provided?
Very Satisfied or Satisfied
98.8% 96.0% 96.2% 98.1% 97.3% 2,884
Neither Satisfied nor Dissatisfied
0.0% 1.7% 2.1% 0.0% 0.9% 48
Dissatisfied or Very Dissatisfied
2.3% 2.6% 1.7% 3.5% 2.5% 56
4. How satisfied are you with the day(s) of the week services are provided?
Very Satisfied or Satisfied
97.3% 97.1% 95.9% 97.3% 96.9% 2,892
Neither Satisfied nor Dissatisfied
1.1% 1.3% 1.9% 0.0% 1.1% 44
Dissatisfied or Very Dissatisfied
1.5% 1.5% 2.2% 2.7% 2.0% 59
5. Overall, how satisfied are you with the quality of the services you have received?
Very Satisfied or Satisfied
93.0% 96.3% 95.8% 97.0% 95.5% 3,044
Neither Satisfied nor Dissatisfied
3.6% 1.7% 1.9% 0.0% 1.8% 62
Dissatisfied or Very Dissatisfied
3.4% 1.9% 2.3% 3.0% 2.7% 76
6. How satisfied are you that your worker(s) has (have) the knowledge and skills needed to help you?
Very Satisfied or Satisfied
93.9% 94.4% 95.7% 95.5% 94.9% 3,012
Neither Satisfied nor Dissatisfied
2.7% 2.3% 2.1% 0.0% 1.8% 66
Dissatisfied or Very Dissatisfied
3.4% 3.3% 2.1% 4.5% 3.3% 91
21 2012 Client Satisfaction Survey
Survey Question
Percent of Responses by Program
AL CCE ADA NHD Average across
programs
Number of Responses
7. How satisfied are you with the way your worker(s) treat you?
Very Satisfied or Satisfied
96.4% 97.8% 98.1% 97.4% 97.4% 3,097
Neither Satisfied nor Dissatisfied
1.3% 0.8% 1.1% 0.0% 0.8% 31
Dissatisfied or Very Dissatisfied
2.2% 1.3% 0.8% 2.6% 1.8% 42
8. How satisfied are you with the way you and your worker(s) communicate?
Very Satisfied or Satisfied
96.1% 95.5% 97.2% 97.0% 96.5% 3,049
Neither Satisfied nor Dissatisfied
1.6% 2.6% 1.5% 0.0% 1.4% 55
Dissatisfied or Very Dissatisfied
2.3% 2.0% 1.2% 3.0% 2.1% 55
9. Do(es) your worker(s) usually arrive at the scheduled time?
Yes 93.6% 94.3% 95.6% 98.4% 95.5% 2,797
No 5.1% 4.6% 3.2% 1.2% 3.5% 106
I don't know when to expect them
1.3% 1.1% 1.2% 0.4% 1.0% 33
10. Can you usually expect the same person (people) to come help?
Yes 79.1% 94.2% 94.9% 99.6% 91.9% 2,776
No 20.9% 5.8% 5.1% 0.4% 8.1% 192
11. Overall, would you say that the services you receive meet your needs?
Yes 97.0% 96.6% 96.9% 95.5% 96.5% 3,068
No 3.0% 3.4% 3.1% 4.5% 3.5% 104
12. Do these services help you to maintain or improve your quality of life?
Yes 94.7% 97.0% 98.2% 97.7% 96.9% 3,063
No 5.3% 3.0% 1.8% 2.3% 3.1% 85
13. Do these services help you to stay in your home? (If at an ALF ask: Do these services help you to avoid moving into a nursing home?) Would you say:
Yes 95.1% 98.0% 98.5% 99.6% 97.8% 3,057
No 4.9% 2.0% 1.5% 0.4% 2.2% 63
14. Overall, how satisfied are you with the services you receive?
Very Satisfied or Satisfied
94.0% 96.7% 96.8% 98.1% 96.4% 2,982
Neither Satisfied nor Dissatisfied
3.0% 1.8% 1.5% 0.0% 1.6% 52
Dissatisfied or Very Dissatisfied
3.0% 1.5% 1.7% 1.9% 2.0% 57
22 2012 Client Satisfaction Survey
Appendix C: 201 2 Client Satisfaction Survey
Average percentage of clients of the ADA, AL, CCE, and NHD programs who were Very Satisfied or
Satisfied (questions 1 - 8 and 14) or who answered Yes (questions 9 - 13). Clients receiving these
services were surveyed in 2012.
SERVICES
1. How satisfied are you with how often services are provided? 95% a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
2. How satisfied are you with the length of the service visits? 93% a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
3. How satisfied are you with the time of day that services are provided? 97% a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
4. How satisfied are you with the day(s) of the week services are provided? 97% a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
5. Overall, how satisfied are you with the quality of the services you have received? 96% a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
WORKERS
Next, I’m going to ask you several questions about how satisfied you are with the workers who come to
help you. Again, you can answer: Very Satisfied, Satisfied, Neither Satisfied nor Dissatisfied, Dissatisfied,
or Very Dissatisfied. You can also tell me if you really don’t know.
6. How satisfied are you that your worker(s) has (have) the knowledge and skills needed to help
you? 95%
a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
7. How satisfied are you with the way your worker(s) treat you? 97%
a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
8. How satisfied are you with the way you and your worker(s) communicate? 96%
a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
23 2012 Client Satisfaction Survey
9. Do(es)your worker(s) usually arrive at the scheduled time? 95%
a. Yes b. No c. I don’t know when to expect them
10. Can you usually expect the same person (people) to come help? 92%
a. Yes b. No c. Don’t Know (d. Refused) (e. Not Applicable)
SERVICE IMPACT
11. Overall, would you say that the services you receive meet your needs? 97%
a. Yes b. to some extent c. No d. Don’t Know (e. Refused) (f. Not Applicable)
12. Do these services help you to maintain or improve your quality of life? 97%
a. Yes b. to some extent c. No d. Don’t Know (e. Refused) (f. Not Applicable)
13. Do these services help you to stay in your home? (If at an ALF ask: Do these services help you to
avoid moving into a nursing home?) Would you say: 98%
a. Yes b. to some extent c. No d. Don’t Know (e. Refused) (f. Not Applicable)
14. Overall, how satisfied are you with the services you receive? 96%
a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
COMMENTS
15. Is there anything else you would like us to know about the services you receive?