Coquille Indian Tribe Community Health Center 2011 Satisfaction Survey Results

Transcription

1 Coquille Indian Tribe Community Health Center 2011 Satisfaction Survey Results As of November 30, 2011 the Community Health Center has received back a total of 102 surveys. There were a total of 261 surveys distributed. 261 Surveys were mailed to Coquille `head-of-households (5 returned due to address issues). We received 68 (27%) of those surveys back. We also distributed and collected an additional 34 surveys from random patients of Community Health Clinic. Utilizing these two figures we have a survey return rate of 35% for Prior rates were 37% for 2010, 34% in 2009, 37% in 2008 and 42% in What is your level of satisfaction with the services that you receive? Overall (102) Coquille Tribal Members (81) Non-Coquille Tribal Members (9) Non-Native Americans (12) Prior to 2011 the CITCHC combined the following two survey questions. In 2011 we split the questions to get a better understanding of any potential issues. The rates for both categories improved. The Non-Clinic patient data for being informed of their right to file a complaint may also explain feedback from previous surveys. Were you informed of your patient rights? 2011 Overall 4.41 Clinic Patients 4.45 Non-Clinic Patients 4.23 Were you informed of your right to file a complaint? 2011 Overall 4.16 Clinic Patients 4.23 Non-Clinic Patients 3.88 M Sat Surv

2 A) 2011 CITCHC Satisfaction Survey Comments: Since 2007 the CITCHC has asked the following questions in each of the Satisfaction Surveys. Participant feedback for the first question has been categorically consistent in each year. 1) Please tell us something that you like out our services. Of the 102 survey respondents 99 provided feedback to this question. The generalized feedback is categorized as follows. a. 39 Surveys: Friendly and/or the Professionalism of the Staff b. 25 Surveys: Access to services c. 20 Surveys: Program or general excellence in services d. 8 Surveys: Targeted staff appreciation e. 4 Surveys: Contract Health Excellence f. 3 Surveys: Benefits In the 2010 CITCHC Patient Satisfaction Survey identified a specific trend in patient dissatisfaction related to patient/client communications. We took active steps to address this through comprehensive staff training and team building. There was a slight decrease in the number of survey responders who identified this as an issue in the 2011 Survey. It should also be noted that dissatisfaction (in comments) with CITCHC Medical Care provision dropped by 50% from A new issue, Clinic Wait Times, has been identified and the clinic team is taking active steps examine and address the issue. The Quality Improvement Committee will look at all of the identified issues and formulate responses to each in ) Please let us know one thing that we could improve. Of the 102 survey respondents only 45 provided feedback to this question. The generalized feedback is categorized as follows. None of the categories received more than six related comments. a. 6 Surveys: CITCHC Staff communications to service recipients (2010, 10 Surveys) b. 6 Surveys: Clinic Wait Times (Excessive) c. 5 Surveys: Access to services d. 4 Surveys: Benefits (Insufficient coverage) e. 4 Surveys: Medical Provider Dissatisfaction (2010, 8 Surveys) f. 4 Surveys: Program Design / Expansion g. 3 Surveys: Bureaucracy (Excessive) h. 3 Surveys: Dental Services (Provision or lack of at the CITCHC) i. 3 Surveys: Waiting room perks j. 2 Surveys: Medical Provider Choice (lack thereof) k. 2 Surveys: Social Services Program Issues l. 2 Surveys: CITCHC Staff Knowledge (or lack thereof) or Behavior m. 1 Survey: Expanded Tribal Member employment

3 B) New/Revised Questions on the 2011 Satisfaction Survey: The CITCHC Developed survey questions to address program changes that occurred during 2011 and/or are potentially planned for The first question was to ascertain potential interest in the development of an on-line patient portal for medical service delivery and communication. The 76% positive response to this potential development was much higher that we anticipated. PATIENT PORTAL The Health Center is looking at developing a patient portal where you could access clinic services (appointments, lab results, medication refills, etc) online and in a secure environment. If we made this available would you routinely use this service? Overall: (88 Responses): 69% Yes Clinic Patients: (72 Responses): 76% Yes Non-Clinic Patients: (16 Responses) 50% Yes The second question related to the implementation of the sliding fee scale at the clinic. Whereas the CITCHC has taken active steps to inform patients (Non-Insured, Non-Coquille) of this service it appears that we need to develop a better system of communication this resource to the targeted patient population. INSURANCE / BILLING (Non-Coquille, uninsured Clinic Patients Only) Are you aware that the CITCHC has a sliding fee scale for uninsured patients? 15 Total Responses for participants meeting the criteria above: 26% Yes 74% No The third series of questions relate to targeted aspects of our medical service delivery system. The responses were very positive. The first of the targeted questions was a follow-up from the 2010 Satisfaction Survey related a significant improvement from the previous data. The other questions were formulated to ascertain effects of our move to the Electronic Health Record. There results, as noted earlier, were very positive. MEDICAL. Does your medical provider review your medications (including over-the-counter medications, vitamins and nutrition supplements) with you during each medical appointment? Overall: (91 Responses) 85% Yes (71% in 2010) Clinic Patients (77 Responses) 84% Yes Non-Clinic Patients: (14 Responses) 86% Yes

4 Are you satisfied with the attention your providers direct to regular check-ups and tests for conditions that can be prevented? Overall: (92 Responses) 90% Yes Clinic Patients: (79 Responses) 89% Yes Non-Clinic Patients: (13 Responses) 91% Yes Do you still receive the same attention during your medical visits that you received prior to our change to electronic medical records? Overall: (86 Responses) 95% Yes Clinic Patients: (74 Responses) 94% Yes Non-Clinic Patients: (12 Responses) 100% Yes C) Targeted Patient Feedback. On the 2011 Satisfaction Survey we provided an opportunity for individuals to provide enhanced feedback through direct dialog with the Health Administrator and/or the Assistant Health Administrator. Thirty (30) survey participants took advantage of this opportunity and provided their name and phone number for contact. When contacted a high percentage of these individuals had no additional feedback and/or were superlative in their positive satisfaction in their services. Three of the individuals did have specific targeted needs that were either addressed through resolution or through clarification of CITCHC policies. D) HEALTH PROGRAMS Survey In the 2011 Satisfaction Survey we utilized the document to collect information from our client population to address their feedback on the efficacy of our heath promotion/education programs and to help guide us in future program design. The following are the collected results. 1) If you are a participant in Health Promotion/Education Programs do you feel that your overall health / lifestyle has improved? ( 51 Survey Responders identified as participants in the program) A) Improved Health: (41 Responders) 80% B) Not Improved : (10 Responders) 20% 2) Below is a list of health education opportunities that could be offered at the Community Center. Survey respondents identified the following programs as those that they would participate in. (Demographics for the 68 survey respondents and their choices are displayed to the right). Overall (68) Female (28) / Male (6) / Family (34) Weight Management Class 57% 60% 100% 47% Stress Management 51% 50% 17% 53% Diabetes Prevention Program 16% 11% 50% 14% Cooking Class 45% 46% 0% 53% Tobacco Cessation/Prevention 18% 11% 67% 14% Diabetes Education 12% 14% 17% 9% 3) Are there other health education topics for classes or workshops that you d like to see offered? Survey respondents provided the following feedback: 1. Home Cleanliness Instruction 2. Tai Chi

5 3. Exercise 4. Obesity (Prevention) 5. Yoga 6. Natural Medicines 4) Below is a list of exercise opportunities that could be offered at the Community Center. Survey respondents identified the following opportunities as those that they would participate in. (Demographics for the 67 survey respondents and their choices are displayed to the right). Overall (67) Female (27) / Male (7) / Family (33) Yoga 36% 48% 0% 33% Zumba 42% 52% 0% 42% Chair Aerobics 15% 19% 14% 12% Circuit Training with Weights 48% 44% 71% 45% Low impact aerobics 37% 41% 29% 36% Team Sports (i.e. Volleyball) 31% 33% 14% 33% Other: 1) Walking Groups 2) Nutrition Education 3) Swimming (3) 4) Kickboxing 5) Dancing 6) Recreation Room Activities 5) What time of day works best for you to attend classes? * Some survey participants identified more than one time that was optimal for classes. Choice 1) 7 am 8 am 7% ( 5 of 70) Choice 2) 10 am noon 13% ( 9 of 70) Choice 3) Noon 1 pm 16% (11 of 70) Choice 4) 2 pm - 4 pm 14% (10 of 70) Choice 5) 5:15 pm - 7 pm 68% (48 of 70) 6) Do you have any other suggestions for improving health promotion programs for the CITCHC? Survey Respondents provided the following feedback in these general areas. 1. Expand the Community Center Gym Hours (3 Responses) 2. Outsource Health Activities to alternate locations (2 Responses) 3. Expand `motivational health programming (2 Responses) 4. Combine programming efforts for efficiency (1 Response) 5. Develop a `Personal Trainer Program (1 Response) 6. Newsletter Q&A related to Tribal Health Topics (1 Response) 7. Conflict Resolution/Life Skills Classes (1 Response) 8. Expanded Nutrition Coaching