St. Joseph s Care Group Client Satisfaction Survey 2011

Transcription

1 St. Joseph s Care Group Client Satisfaction Survey 2011 Prepared by SJCG Research Department December 2011

2 Table of Contents Executive Summary... 3 Introduction... 4 The Survey... 4 Survey Distribution... 5 Participating Programs... 5 Response Rate... 5 Demographic Information... 6 Satisfaction Question Responses... 8 Comments...17 Conclusion...17 Appendix A: Client Satisfaction Quality Improvement Team...18 Appendix B: Client Satisfaction Questionnaire Appendix C: Number of Surveys Distributed and Requested (by Program)...21 Appendix D: Number of Surveys Received (by Program)...23 Appendix E: Demographic Details...25 Appendix F: Satisfaction Responses (Tabular Format)...27 St. Joseph s Care Group, Research Department December

3 Executive Summary The St. Joseph s Care Group (SJCG) client satisfaction survey was developed in 2009 by the Client Satisfaction Working Group with assistance from the SJCG Research Department. The survey comprises five questions to gather some basic demographic information and then follows with eight satisfaction questions. It was distributed to all clients accessing SJCG programs from October 12, 2011 to November 12, Respondents had until November 18, 2011 to return their surveys to the Research Department. Both clients and family member/substitute decision makers were encouraged to respond. In total 1092 surveys were completed and overall results are extremely positive. The results indicated that: 96% of respondents were treated with courtesy and respect by staff 94% of respondents had staff listen to them carefully 86% of respondents felt that staff involved them in their care 94% of respondents indicated that staff explained things in a way they understood 95% of respondents rated the quality of care as Good or Excellent 96% of respondents felt that the cleanliness of the facilities was Good or Excellent 82% of respondents rated the quality of the food served at SJCG facilities as Good or Excellent 97% of respondents would recommend SJCG programs to others St. Joseph s Care Group, Research Department December

4 Introduction St. Joseph s Care Group (SJCG) provides programs and services throughout the community of Thunder Bay at nine different sites, including: Balmoral Centre, Behavioural Sciences Centre, Diabetes Health Thunder Bay, Hogarth Riverview Manor, Lakehead Psychiatric Hospital, Sister Margaret Smith Centre, St. Joseph s Health Centre, St. Joseph s Heritage and St. Joseph s Hospital. St. Joseph s Care Group s broad program areas are: Long-Term Care Services; Mental Health and Addiction Services; and Complex Care and Physical Rehabilitation Services. In order to examine the client satisfaction at all sites operated by SJCG, a corporate-wide client satisfaction survey was developed in 2009 by the Client Satisfaction Working Group (now the Client Satisfaction Quality Improvement Team). See Appendix A for a list of the members. Prior to the current survey, SJCG did not have a process to track the programs reporting satisfaction results and/or to report common results at either the program or corporate level. Thus, this standardized survey measures the extent to which a client's expectations for services are met. This feedback can provide insight into what is working and where care services can be enhanced. The Survey The survey comprises thirteen questions. The first five questions capture basic demographic information (length of time receiving services, age group, sex, and racial/cultural background of the client, and whether or not the respondent was a client or a family member/substitute decision maker). These questions are followed by eight questions focused on client satisfaction with services; the questions were: 1. How often did staff treat you with courtesy and respect? 2. How often did staff listen carefully to you? 3. How often did staff involve you in planning your, or your family member s, care? 4. How often did staff explain things in a way you could understand? 5. How would you rate the overall quality of care you, or your family member, have received? 6. How would you rate the cleanliness of the building? 7. How would you rate the overall quality of the food? 8. Would you recommend the program to others? There was also additional space for written comments. See Appendix B for a copy of the questionnaire. St. Joseph s Care Group, Research Department December

5 Survey Distribution Managers were asked to provide the survey to all clients who access SJCG services during the period Sunday, October 23 to Saturday, November 12, Each program determined the most appropriate manner to distribute the survey to clients. For example, staff hand delivered the survey to inpatients while others distributed surveys during client appointments at SJCG facilities or in the community. Participants were encouraged to complete a survey, seal it in the envelope provided with the survey and to return it to the Research Department. For the total number of surveys requested and distributed by each program, please see Appendix C. Additionally, managers were also offered the opportunity to have volunteers work with clients to complete the survey. The Research Department provided two training sessions for volunteers selected by Volunteer Services. This one-hour session included information about the survey, instructions on obtaining informed consent, and stressed the importance of confidentiality. Processes were set in place with the Volunteer Coordinators to ensure any completed surveys were returned to the Research Department. Participating Programs The table below provides information about the number of completed surveys returned by each program area (see Appendix D for the number of surveys received from each program). In total 1092 surveys were returned to the Research Department. Table 1: Number of surveys returned Number Percent Long-Term Care Mental Health and Addiction Complex Care and Physical Rehabilitation GRAND TOTAL Response Rate The response rate for the survey was measured by dividing the number of surveys returned by the number of surveys distributed. Based on the information available, the response rate was 58%. St. Joseph s Care Group, Research Department December

6 Percent % Percent % St. Joseph s Care Group Client Satisfaction Survey 2011 Demographic Information Respondents were asked to provide some basic demographic information. Numbers are based on complete responses. See Appendix E for further details. Chart 1: Length of time receiving services from St. Joseph s Care Group (by percent) Chart 2: Client s Age Group (by percent) St. Joseph s Care Group, Research Department December

7 Percent % Percent % St. Joseph s Care Group Client Satisfaction Survey 2011 Chart 3: Client or Family Member/Substitute Decision Maker (by percent) Chart 4: Respondents Sex (by percent) St. Joseph s Care Group, Research Department December

8 Chart 5: Racial/Cultural Group for All Programs (by percent)* *Due to limited numbers, only the values for all programs are presented (see Appendix E for further details). Satisfaction Question Responses Respondents were asked a series of eight questions about their opinions on the services that they received from St. Joseph s Care Group. They had a choice of four options ranging from 1 (the lowest score) to 4 (the highest score). Respondents were also given the option of not applicable for questions about food and cleanliness of the facility. Results presented below are based on complete responses and as a result may not total For each of the eight questions two charts are displayed. The top chart displays the proportion of responses by program area. The bottom chart displays the overall mean (i.e., average) response by program area. Along with responses by program area, each chart also includes an additional bar displaying the responses for all programs. Tabular responses are provided in Appendix F. St. Joseph s Care Group, Research Department December

9 Percent % St. Joseph s Care Group Client Satisfaction Survey 2011 Question 1: How often did staff treat you with courtesy and respect? Chart 6a: Proportional responses by Program Area Chart 6b: Mean responses by Program Area St. Joseph s Care Group, Research Department December

10 Percent % St. Joseph s Care Group Client Satisfaction Survey 2011 Question 2: How often did staff listen carefully to you? Chart 7a: Proportional responses by Program Area Chart 7b: Mean responses by Program Area St. Joseph s Care Group, Research Department December

11 Percent % St. Joseph s Care Group Client Satisfaction Survey 2011 Question 3: How often did staff involve you in planning your, or your family member s, care? Chart 8a: Proportional responses by Program Area Chart 8b: Mean responses by Program Area St. Joseph s Care Group, Research Department December

12 Percent % St. Joseph s Care Group Client Satisfaction Survey 2011 Question 4: How often did staff explain things in a way you could understand? Chart 9a: Proportional responses by Program Area Chart 9b: Mean responses by Program Area St. Joseph s Care Group, Research Department December

13 Percent % St. Joseph s Care Group Client Satisfaction Survey 2011 Question 5: How would you rate the overall quality of care you, or your family member, have received? Chart 10a: Proportional responses by Program Area Chart 10b: Mean responses by Program Area St. Joseph s Care Group, Research Department December

14 Percent % St. Joseph s Care Group Client Satisfaction Survey 2011 Question 6: How would you rate the cleanliness of the building? Chart 11a: Proportional responses by Program Area Chart 11b: Mean responses by Program Area St. Joseph s Care Group, Research Department December

15 Percent % St. Joseph s Care Group Client Satisfaction Survey 2011 Question 7: How do you rate the overall quality of the food? Chart 12a: Proportional responses by Program Area Chart 12b: Mean responses by Program Area St. Joseph s Care Group, Research Department December

16 Percent % St. Joseph s Care Group Client Satisfaction Survey 2011 Question 8: Would you recommend the program to others? Chart 13a: Proportional responses by Program Area Chart 13b: Mean responses by Program Area St. Joseph s Care Group, Research Department December

17 Comments A total of 349 respondents (32%) included additional written comments on their surveys. The table below is a summary of the comments. Comment Number* Staff helpful, caring, compassionate, supportive, respectful, professional 118 Programs/Services helpful, needed, good quality 108 Programs/Services increase existing programs/services, suggestions, location 86 Food poorly prepared, cold, poor variety, inappropriate serving size, meal time 33 rushed Staff not prompt, rude, disrespectful, inadequate care, inattentive 29 Environment easily accessible, grounds well kept, aesthetically pleasing 23 More Staff needed 18 Environment poor construction, poor accessibility, temperature, cleanliness 16 Other comments about the survey or other clients, undecipherable 7 *The total number of comments is more than 349 as some respondents provided more than one response. Conclusion Results from the 2011 SJCG Client Satisfaction Survey are very positive and illustrate high client satisfaction levels across all program areas. It is also important to note that these high levels of satisfaction are comparable to results obtained in both 2009 and While in general overall satisfaction levels were high, a small proportion of clients indicated dissatisfaction with aspects of their care. Some of these areas are currently being addressed by the Client Satisfaction Quality Improvement Team, and the results from the 2011 Survey will also be useful at the program level to identify areas for improvement. One of the objectives identified after the 2010 Survey was to increase the response rate to capture as many clients views as possible, however, the response rate remained relatively unchanged (2010 = 61%, 2011 = 58%). As 2011 was the first attempt to make use of volunteers, further work to integrate the use of volunteers to complete the survey with clients could prove beneficial in this respect. St. Joseph s Care Group, Research Department December

18 Appendix A: Client Satisfaction Quality Improvement Team Name Paulina Chow Therese Lim Trish Nelson Heidi West Cathy Webster Cindy Backen Meaghan Sharp Kathy Cook Carrie Gibbons Pat Paradis Marianne Larson Shelby Poletti Shannon McFayden Anna Grenier Loretta Turpin Program VP Long-Term Care Services RAI Mental Health Coordinator - LPH Director Physical Rehabilitation Programs Manager LTC Community Support Programs Social Worker P.R. Cook Support Services Psychogeriatric Resource Consultant DOC Hogarth Riverview Manor RAI-LTC Coordinator Hogarth Riverview Manor Research Coordinator St. Joseph s Care Group Manager Mental Health Rehab & High-Supportive Housing Manager Hospice Palliative Care, Chronic Pain Management SJCG Improvement Advisor Intake Coordinator Mental Health Outpatients Volunteer Coordinator Long-Term Care Volunteer Coordinator St. Joseph s Hospital and LPH St. Joseph s Care Group, Research Department December

19 Appendix B: Client Satisfaction Questionnaire 2011 St. Joseph s Care Group, Research Department December

20 St. Joseph s Care Group, Research Department December

21 Appendix C: Number of Surveys Distributed and Requested (by Program) Program Number Requested Number Distributed Long-Term Care Hogarth Riverview Manor Bethammi Nursing Home LTC Support Services (P. R. Cook) Manor House Adult Day Program TOTAL Mental Health and Addictions Personal Development Eating Disorders Adult Addiction Youth Addiction Balmoral Centre Dementia Care High Support Homes Homes for Specialized Care Adult Rehabilitation Outpatient Rehabilitation Older Adult Rehabilitation Outreach to Recovery Community Support Program NWO Concurrent Disorders Program Lakeview Methadone Clinic Employment Options Mental Health Outpatient GAPPS Dual Diagnosis Behavioural Sciences Centre Chronic Pain Management Problem Gambling 25 3 TOTAL Complex Care and Physical Rehabilitation Medically Complex Services Ambulatory Care Clinics * Chiropody Neuro Outpatient 10 6 Special Rehabilitation & ABI Neuro Day Outpatient Seniors' Mental Health Programs General Rehabilitation Rheumatic Disease Transition Extensive Services Day Hospital St. Joseph s Care Group, Research Department December

22 Geriatric Assessment Program Hospice/Palliative Care Specialized Services Reactivation Outpatient Physio and Occupational Therapy Diabetes Health TOTAL GRAND TOTAL *The number of surveys distributed was not provided to the Research Department. St. Joseph s Care Group, Research Department December

23 Appendix D: Number of Surveys Received (by Program) Program Number Received Percent Long-Term Care Hogarth Riverview Manor Bethammi Nursing Home LTC Support Services (P. R. Cook) Manor House Adult Day Program TOTAL Mental Health and Addictions Personal Development Eating Disorders Adult Addiction Youth Addiction Balmoral Centre Dementia Care High Support Homes Homes for Specialized Care Adult Rehabilitation Outpatient Rehabilitation Older Adult Rehabilitation Outreach to Recovery Community Support Program NWO Concurrent Disorders Program Lakeview Methadone Clinic Employment Options Mental Health Outpatient GAPPS Dual Diagnosis Behavioural Sciences Centre Chronic Pain Management Problem Gambling TOTAL Complex Care and Physical Rehabilitation Medically Complex Services Ambulatory Care Clinics Chiropody Neuro Outpatient Special Rehabilitation & ABI Neuro Day Outpatient Seniors' Mental Health Programs General Rehabilitation Rheumatic Disease Transition Extensive Services Day Hospital Geriatric Assessment Program St. Joseph s Care Group, Research Department December

24 Hospice/Palliative Care Specialized Services Reactivation Outpatient Physio and Occupational Therapy Diabetes Health TOTAL GRAND TOTAL St. Joseph s Care Group, Research Department December

25 Appendix E: Demographic Details Table 1: Length of time receiving services from St. Joseph s Care Group Long-Term Care Mental Health and Addictions Complex Care and Physical Rehabilitation All Programs # % # % # % # % Less than 1 month months months years More than 5 years Total Table 2: Client's Age Group Long-Term Care Mental Health and Addictions Complex Care and Physical Rehabilitation All Programs # % # % # % # % Under 15 years to 24 years to 34 years to 44 years to 54 years to 64 years to 74 years to 84 years years and older Total Table 3: Respondent is a client or family member/substitute decision maker Long-Term Care Mental Health and Addictions Complex Care and Physical Rehabilitation All Programs # % # % # % # % Client Family member/ Decision maker Total St. Joseph s Care Group, Research Department December

26 Table 4: Respondents Sex Long-Term Care Mental Health and Addictions Complex Care and Physical Rehabilitation All Programs # % # % # % # % Male Female Total Table 5: Respondents Racial/Cultural Background Long-Term Care Mental Health and Addictions Complex Care and Physical Rehabilitation All Programs # % # % # % # % White Aboriginal Métis Asian Latin or Hispanic Black Other Prefer not to disclose Total St. Joseph s Care Group, Research Department December

27 Appendix F: Satisfaction Responses (Tabular Format) Question 1: How often did staff treat you with courtesy and respect? Long-Term Care Mental Health and Addictions Complex Care and Physical Rehabilitation All Programs # % # % # % # % 1 = Never = Sometimes = Usually = Always Total Mean (SD) 3.69 (0.53) 3.73 (0.57) 3.82 (0.41) 3.75 (0.52) Question 2: How often did staff listen carefully to you? Long-Term Care Mental Health and Addictions Complex Care and Physical Rehabilitation All Programs # % # % # % # % 1 = Never = Sometimes = Usually = Always Total Mean (SD) 3.49 (0.63) 3.65 (0.63) 3.70 (0.57) 3.63 (0.62) St. Joseph s Care Group, Research Department December

28 Question 3: How often did staff involve you in planning your, or your family member s, care? Long-Term Care Mental Health and Addictions Complex Care and Physical Rehabilitation All Programs # % # % # % # % 1 = Never = Sometimes = Usually = Always Total Mean (SD) 3.19 (0.88) 3.51 (0.80) 3.49 (0.75) 3.43 (0.82) Question 4: How often did staff explain things in a way you could understand? Long-Term Care Mental Health and Addictions Complex Care and Physical Rehabilitation All Programs # % # % # % # % 1 = Never = Sometimes = Usually = Always Total Mean (SD) 3.56 (0.66) 3.65 (0.64) 3.69 (0.55) 3.64 (0.62) St. Joseph s Care Group, Research Department December

29 Question 5: How would you rate the overall quality of care you, or your family member, have received? Long-Term Care Mental Health and Addictions Complex Care and Physical Rehabilitation All Programs # % # % # % # % 1 = Poor = Fair = Good = Excellent Total Mean (SD) 3.49 (0.61) 3.61 (0.62) 3.65 (0.58) 3.60 (0.61) Question 6: How would you rate the cleanliness of the building? Long-Term Care Mental Health and Addictions Complex Care and Physical Rehabilitation All Programs # % # % # % # % 1 = Poor = Fair = Good = Excellent Total Mean (SD) 3.65 (0.54) 3.71 (0.55) 3.69 (0.54) 3.69 (0.54) St. Joseph s Care Group, Research Department December

30 Question 7: How do you rate the overall quality of the food? Long-Term Care Mental Health and Addictions Complex Care and Physical Rehabilitation All Programs # % # % # % # % 1 = Poor = Fair = Good = Excellent Total Mean (SD) 3.05 (0.83) 3.26 (0.72) 3.03 (0.77) 3.12 (0.77) Question 8: Would you recommend the program to others? Long-Term Care Mental Health and Addictions Complex Care and Physical Rehabilitation All Programs # % # % # % # % 1 = No, definitely not = No, I don t think so = Yes, I think so = Yes, definitely Total Mean (SD) 3.55 (0.57) 3.62 (0.60) 3.72 (0.48) 3.63 (0.57) St. Joseph s Care Group, Research Department December