consumer satisfaction surveys 2009 survey for further information contact dennis mcbride (253)...

Consumer Satisfaction Surveys2009 Survey

For further information contact Dennis McBride(253) 756-2335 or [email protected]

For the complete report go to (www.wimhrt.washington.edu)

THE WASHINGTON INSTITUTE FOR MENTAL HEALTH RESEARCH & TRAINING

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


Survey Goal

ConsumerSatisfactionSurveys2009 Survey

Audiences

Mental Health Division for Federal Reporting State Performance Indicator Groups Provider Agencies & Regional Support Networks MH Consumer Groups



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

Adult Consumer Survey

2002 February – June 2002

2004 April – June 2004

2006 March – June 2006

2007 May – August 2007

2008 April – July 2008

2009 March – May 2009

Youth and Family Survey

2002 August – September 2002

2005 March – June 2005

2007 May – August 2007

2008 April – July 2008

2009 March – May 2009

SamplesConsumerSatisfactionSurveys2009 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

Probability Proportionate to Size (RSN) THE WASHINGTON INSTITUTE FOR MENTAL HEALTH RESEARCH & TRAINING

WIMHRT’s CATI System



Sources of Data

MHD Consumer Information System

Contact Information



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

Sample Frame Drawn Sample Respondent Sample

Selecting Participants

AdultConsumerSatisfaction2009 Survey

4,5136,0781,565

Disposition (%)

Completions 1,565 (25.7%)

Refusals 820 (13.5%)

Incorrect Numbers 2,951 (48.6%)

No MH Services 68 (1.1%)

Language Barrier 108 (1.8%)

Unavailable 380 (6.3%)

Deceased 77 (1.3%)

Other 109 (1.8%)

TOTAL 6,078 (100%)

Incorrect numbers: incorrect, disconnected, and those respondentsfor whom contact data were never obtained.

Other:claimed had already responded to survey, requested a mailed survey but didn’t respond, requested callback but unavailable after numerous attempts to do so.

ACS DispositionConsumerSatisfactionSurveys2009 Survey

Response Rates & Cooperation Rates Over Time: ACS


Total number of calls = 38,619

ACS: 27,091YFS: 11,528

Average number of calls per completion:

16.27 THE WASHINGTON INSTITUTE FOR MENTAL HEALTH RESEARCH & TRAINING


“Representativeness”

Respondent Sample

Drawn Sample

Sample Frame


Age Service Hours

ACS

Age Service Hours

YFS

Female Minority Female Minority


The location of services was convenient.

Perception of Access

Staff were willing to see me as often as I felt it was necessary.

Services were available at times that were

good for me.

Staff returned my calls within 24 hours

Scale

Alpha = 0.82

Sample Scale Creation


Scoring : 1 Strongly Disagree; 2 Disagree; 3 Undecided; 4 Agree; 5 Strongly Agree

Alpha

1. General Satisfaction .872. Appropriateness and Quality of Services .873. Participation in Treatment Goals .574. Perceived Outcomes .905. Perception of Access .826. NOMS Functioning .867. NOMS Social Connectedness .798. Stigma .87

AdultConsumerSatisfaction2009 Survey Scale Construction

1-5 MHSIP: Mental Health Statistical Improvement Project

6-9 Added in 2007


ACS Scales

Per

cen

t S

atis

fied

Averag

e S

core


General Satisfaction

Quality of

Service

Participation in Treatment

Perception of Access

Perceived Outcomes

1

2

3

4

5

Stigma Scale Items

• People discriminate against me because I have a mental illness.

• Others think I can’t achieve much in life because I have a mental illness.

• People ignore me or take me less seriously just because I have a mental illness.

• People often patronize me, or treat me like a child, just because I have a mental illness.

• Nobody would be interested in getting close to me because I have a mental illness


ACS Perceived Stigma by Gender/Age

Female Male 18 to <21

21 to <41

41 to <61

61 to <76

76 +

Per

cen

t S

atis

fied

Averag

e S

core

Age (years)


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

AdultConsumerSatisfaction2009 Survey Stigma Scale Correlations

P < .001N = 4018

NOMS Social Connectedness Alpha = .79

• I am happy with the friendships that I have.

• I have people with whom I can do enjoyable things.

• I feel I belong in my community.

• In a crisis, I would have the support I need from family or friends.

Mean score = 3.76SD = .82N = 1499CI (.95) = 3.72-3.80

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

Other Relationships



What two things do you like the most about the services you received?


ACS: First Response



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.”

Open-ended Responses: LikeMost


What two things do you like the least about the services you received?


YFS: Family First Response



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…”

Open-ended Responses: LikeLeast (Family)


TRENDS

Trends in Mean ACS Satisfaction Scores Over Time

ConsumerSatisfactionSurveys



ACS Perceived Stigma

by Year

Per

cen

t S

atis

fied

Averag

e S

core


2007 2008 2009

ACS Functioning/Connectedness

Scores Over Time



Summary of Findings (ACS)

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.



consumer satisfaction surveys 2009 survey for further information contact dennis mcbride (253)...

Documents

survey slide

consumer surveys

adult consumer survey

survey persons

mailed survey

washington institute

mental health services

youth family survey