Anka Behavioral Health, Inc. Client Satisfaction Survey Results 2014

Transcription

1 Anka Behavioral Health, Inc. Client Satisfaction Survey Results 2014 Prepared by: Gina Vyrostek Senior Quality Improvement Manager Quality Management Department Anka Behavioral Health, Inc. Page 1 of 13

2 TABLE OF CONTENTS EXECUTIVE SUMMARY Page 3 SECTION 1: All Clients Page 4 SECTION 2: Regional Programs Page 6 SECTION 3: Program Type Page 8 SECTION 4: Comments and Suggestions Page 11 Page 2 of 13

3 EXECUTIVE SUMMARY # of Responses Overall Satisfaction Northern California % Southern California % Total # of Responses % REGION HIGH SATISFACTION FACILITIES FACILITIES NOT COMPLETING SURVEY NCAL Access (66) Access Plus (3) Anka Akron (6) Anka Lodi (73) Anka Roseville (20) Casa Carmichael (157) Casa Fremont (200) Casa Phoenix (124) Casa Rohnert Park (123) Casa Vallejo (79) Casa Willow (79) East County MSC (4) East County POWER (4) FERST (465) Grant House (41) HOPE Solano (2) Nevin House (1) Nierika House (8) Northstar CONREP (70) Phoenix Enterprises (18) Project Choice (33) Solano Jail AOD (35) West County MSC (161) West County POWER (93) Amador Home Amador Tri Valley Ctr Anka Central FSP Anka Forensic Anka Lindero Bright House CAP Casa San Joaquin Casa Verde Central County MSC Central County POWER Don Brown Shelter & MSC Hayward Hills HHISN Phoenix Center STEP STOP Plus SCAL Anka La Loma (3) Casa Nipomo (3) Evelyn Home (1) ISRC Mid (62) Rancho ART (10) Rancho Desert (69) Rancho West (56) Taylor Home (1) Ventura (153) Anka Huntington Anka Maple Home Anka Wyoming Home Barbara Lane Cottontail Home Hillmont House Legend: 1. Low satisfaction facilities were determined by a less than 3 rating on any question or by several negative comments on the same subject. 2. CARF Accredited Facility are bolded Page 3 of 13

4 # of Responses N. CAL (1865) # of Responses S. CAL (358) Total # of Responses (2223) SECTION 1: ALL CLIENTS Category EFFECTIVENESS EFFICIENCY ACCESSIBILITY SATISFACTION Description (Actual Survey Questions) The program has helped me deal with my problems. The treatment was effective for me. The program assisted me with my overall mental health needs. I learned skills to help me stay away from drugs and alcohol. My productivity increased by being in this program. The groups, classes and counseling helped me. I have received services that will help me in securing housing. The education I received has helped me to feel better about myself. I gained tools necessary for my recovery. Anka mean % Satisfied Standard Deviation EFFECTIVENESS % 0.58 I received the services as described to me. The admission process was prompt and courteous. The staff acted professionally. I felt safe to ask questions. The employment training met my needs. The staff has helped me organize my affairs. The staff handles problems quickly. My desire to change increased as a result of this program. EFFICIENCY % 0.49 It was easy to get the services I wanted. The facility was clean, comfortable, and inviting. The program was easily accessible to me. The location of the program is convenient for me. ACCESSIBILITY % 0.44 I was satisfied with the services I received. My concerns were addressed quickly. I was satisfied with the quality and frequency of the meals. I felt supported in my recovery. I am satisfied with the quality of the training. SATISFACTION % 0.53 I made choices in the services I received. CLIENT INVOLVEMENT My therapist helped me develop my treatment plan. I am leaving the program with a plan for follow up treatment. I was able to take part in all of the services offered to me. I have decided to work on myself by talking to the therapist. CLIENT INVOLVEMENT % 0.38 Page 4 of 13

5 # of Responses N. CAL (1865) # of Responses S. CAL (358) Total # of Responses (2223) 5.00 Overall Client Level of Satisfaction Rating Likert Scale 1 5 (1=extremely unsatisfied to 5=extremely satisfied) Accessibility Satisfaction Client Involvement Effectiveness Efficiency Page 5 of 13

6 # of Responses N. CAL (1865) # of Responses S. CAL (358) Total # of Responses (2223) SECTION 2: REGIONAL PROGRAMS Category Effectiveness Efficiency Accessibility Satisfaction Client Involvement Description The program has helped me deal with my problems. The treatment was effective for me. The program assisted me with my overall mental health needs. I learned skills to help me stay away from drugs and alcohol. My productivity increased by being in this program. The groups, classes and counseling helped me. I have received services that will help me in securing housing. The education I received has helped me to feel better about myself. I gained tools necessary for my recovery. N. CAL Mean N. CAL % Satisfied S. CAL Mean S. CAL % Satisfied ANKA Mean ANKA % Satisfied EFFECTIVENESS % % % I received the services as described to me. The admission process was prompt and courteous. The staff acted professionally. I felt safe to ask questions. The employment training met my needs. The staff has helped me organize my affairs. The staff handles problems quickly. My desire to change increased as a result of this program. EFFICIENCY % % % It was easy to get the services I wanted. The facility was clean, comfortable, and inviting. The program was easily accessible to me. The location of the program is convenient for me. ACCESSIBILITY % % % I was satisfied with the services I received. My concerns were addressed quickly. I was satisfied with the quality and frequency of the meals. I felt supported in my recovery. I am satisfied with the quality of the training. SATISFACTION % % % I made choices in the services I received. My therapist helped me develop my treatment plan. I am leaving the program with a plan for follow up treatment. I was able to take part in all of the services offered to me. I have decided to work on myself by talking to the therapist. CLIENT INVOLVEMENT % % % Page 6 of 13

7 # of Responses N. CAL (1865) # of Responses S. CAL (358) Total # of Responses (2223) 4.50 Client Satisfaction by Region Rating Likert Scale 1 5 (1=extremely unsatisfied to 5=extremely satisfied) Effectiveness Efficiency Accessibility Satisfaction Client Involvement Agency NCAL So Cal Page 7 of 13

8 # of Responses ACT (62) # of Responses CRT (825) # of Responses Forensic (105) # of Responses C&A CRT (357) # of Responses Homeless & Shelter (732) # of Responses Day/Outpatient (99) # of Responses Residential (25) # of Responses Employment (18) Total # of Responses (2223) SECTION 3: PROGRAM TYPE Category Description ACT CRT EFFECTIVENESS EFFICIENCY ACCESSIBILITY SATISFACTION CLIENT INVOLVEMENT The program has helped me deal with my problems. The treatment was effective for me. C&A CRT The program assisted me with my overall mental health needs. I learned skills to help me stay away from drugs and alcohol. My productivity increased by being in this program. The groups, classes and counseling helped me. I have received services that will help me in securing housing. The education I received has helped me to feel better about myself. I gained tools necessary for my recovery. Day / Outpatient Employ Forensic Homeless & Shelter Residential EFFECTIVENESS I received the services as described to me. The admission process was prompt and courteous. The staff acted professionally. I felt safe to ask questions. The employment training met my needs. The staff has helped me organize my affairs. The staff handles problems quickly. My desire to change increased as a result of this program. EFFICIENCY It was easy to get the services I wanted. The facility was clean, comfortable, and inviting. The program was easily accessible to me. The location of the program is convenient for me. ACCESSIBILITY I was satisfied with the services I received. My concerns were addressed quickly. I was satisfied with the quality and frequency of the meals. I felt supported in my recovery. I am satisfied with the quality of the training. SATISFACTION I made choices in the services I received. My therapist helped me develop my treatment plan. I am leaving the program with a plan for follow up treatment. I was able to take part in all of the services offered to me. I have decided to work on myself by talking to the therapist. CLIENT INVOLVEMENT Page 8 of 13

9 # of Responses ACT (62) # of Responses CRT (825) # of Responses Forensic (105) # of Responses C&A CRT (357) # of Responses Homeless & Shelter (732) # of Responses Day/Outpatient (99) # of Responses Residential (25) # of Responses Employment (18) Total # of Responses (2223) 5.00 Overall Client Level of Satisfaction Rating Likert Scale 1 5 (1=extremely unsatisfied to 5=extremely satisfied) Effectiveness Efficiency Accessibility Satisfaction Client Involvement ACT CRT C&A CRT Day/Outpatient Employment Forensic Homeless & Shelter Residential Page 9 of 13

10 SECTION 4: COMMENTS AND SUGGESTIONS Program Type ACT Comments & Suggestions None CRT Sample of Positive Responses Thank 4 all your help so far (Anka Lodi) I would like to thank all staff members threw helping threw this rough part of my life and also thanks for having this program. I don't know what l would have done without it. Thank you so very much. (Anka Roseville) It was great being here! Thank you for your help! (Anka Roseville) I was happy with the way the staff treated me (Casa Fremont) Best Casa I've been too.(casa Phoenix) I'm so grateful for the opportunity to be here. It was painful to visit my trauma, but the casa was safe and supportive. Staff is very attentive and care so much for clients. Thank you! (casa Rohnert Park) I have digestive problems the food was good. There were many optional food items to choose from (casa Rohnert Park) I have digestive problems the food was good. There were many optional food items to choose from (casa Rohnert Park) I can't remember the last time I wanted to be alive. This feels amazing. Thank you for helping me save my own life. (casa Rohnert Park) I have digestive problems the food was good. There were many optional food items to choose from (casa Rohnert Park) Overall experience was positive and beneficial; good sense of community. (Casa Vallejo) Staff did an excellent job and Arnie, Melissa, Lorena, Patrick, Angelo & many more where awesome. (Casa Vallejo) learned a lot really appreciated some of the staff Thomas and Gail are great people they really care about helping people a blessing to hear and learn from staff that truly cares shelly was also great cook and person to talk to. Dawn and Sherry were very helpful as well. Overall I m happy with the time I got and am thankful for having the opportunity to be here thank you. (Casa Willow) Manee and Katina work ethics, and personalities made my transition from the hospital to Casa Willow comfortable! Both of them go beyond the call of duty. Thanks! (Casa Willow) I believe the program is running smooth and professional. All staff works hard to make it so and it shows. I would recommend Casa Willow to any family or friend in need of assistance and to ask their doctor for a referral. (Nierika House) I am eternally grateful to the entire staff and the program in general. You are all great! (Nierika House) The facility was very "homey" and I will miss all the staff as well as my pier clients. The only thing that could possibly make this place any better would be to give all of the workers raises (Nierika House) The staff is very knowledgeable and friendly thank you for all the help. (Rancho Desert) Thank you. The program has helped me with my problems> (Rancho Desert) I am really thankful for Espy, Myrtle and Zach. They were very helpful and understanding. They were available to me when I needed to talk. (Rancho Desert) Page 10 of 13

11 Program Type CRT (Cont) Comments & Suggestions This place was very helpful to my mental health. I like to say thank you to all the staff. (Rancho Desert) I found myself needing help and received it here at these facilities. (Rancho Desert) The counseling service is good. (Rancho Desert) Staff are very helpful only needs are to have more exercise and to get out in fresh air. Thanks to all, they changed my life for the better. (Rancho Desert) The admission process was courteous. (Rancho Desert) Issues or Suggestions I would work on evening shift being able to pick up medications. (Anka Roseville) If I was boss I would watch who you have hired very closely for in the am. Staff should only talk about clients when not in the same house where we can hear. (Casa Carmichael) There was an expectation set up referring hosp. that client would receive some individual therapy and all therapy would focus on dialectical mood. Other than this communication all services and staff were excellent. (Casa Carmichael) Get nail files! Better snacks > a little repetitive more paint options! <3 (heart) (Casa Fremont) I suggest providing more detailed information from staff. We sit in group and answer questions. I believe A got the most of my strength from my sister and husband. I heard a lot of cant's and don'ts. I feel like I rented a very expensive room, so I'm leaving feeling very unhappy with the service I received. (Casa Phoenix) Raven and Rebecca were wonderful to work with. Overall, the program could use more structure with daily activities. (Casa Rohnert Park) Lower scores mostly reflect group sessions that did not occur at all or were substantially later than scheduled. (Casa Rohnert Park) Make sure there is adequate food, even if the delivery doesn't come. (Casa Rohnert Park) Buy better toilet paper. (Casa Rohnert Park) Since this is also a recovery program, Casa Vallejo should have adequate staff to ensure client can be transported to meetings (AA, Life Ring, NA, CMA, etc.) MHRWs need to get up from behind the desk and be circulating throughout the house and premises far more than they do. Some workers are very good about this however many are not. They sit behind the desk and surf the internet. Otherwise Casa Vallejo and the treatment I received was excellent. (Casa Vallejo) I honestly feel as though I were errantly supported deferred as if I were an enabler of dishonesty. I wonder if the program has lost touch with the youth for their conscious able ness couldn't be as supported. My esteem has a costly reputation and there also age. (Casa Willow) 4 Thank you very much for all the staffs and all the support. (Grant House) More resources from living independent situation (Nierika House) Better Food. (Rancho Desert) Hire a peer counselor, rotate chores in an organized fashion, offer 3pm. Please more cheese in menu and fresh vegetables and fruit. (Rancho Desert) Page 11 of 13

12 Program Type CRT (Cont) Comments & Suggestions Although staff said they would not "hold your hand" to apply and obtain some of the resources and services available, I do wish they would do a little more with people who have social anxiety and have difficulties making the calls and obtaining necessary housing, medical, and social security they need. I was also never offered assistance in obtaining education and employment. (Rancho Desert) Wi Fi or internet access would make this program that much better. (Rancho Desert) I believe the staff should daily ask all clients what they need help with for more than one day. (Rancho Desert) I believe staff should hold more groups (Rancho West) Day Tx / Outpatient My counselor was very supportive and helpful (Hope POWER) Employment I like this program, it gave me my confidence back, I got my swagger back. Thank you Issues or Suggestions Don't lay people off (Phoenix Enterprises) Forensic None Homeless & Shelters Residential None None Page 12 of 13

13 Key Issues to be Addressed PROGRAM Anka Roseville KEY ISSUES Ability to pick up medication on evening shifts Casa Carmichael Staff are talking about clients within hearing of other clients No individual therapy Casa Phoenix Issues with how things are worded in group. Casa Rohnert Park Create more structure with daily activities. Group sessions that did not occur at all Adequate food, even if the delivery doesn't come. Casa Vallejo Adequate staff to ensure client can be transported to meetings (AA, Life Ring, NA, CMA, etc.) Staff not doing rounds. Sitting at desk surfing the internet while on duty. Nierika House Develop more resources from living independent situation Rancho Desert Hire a peer counselor Develop a way to rotate. Wi Fi or internet access would make this program that much better. More groups needed Phoenix Enterprises Don't lay people off Page 13 of 13