Consumer Perception Survey Report

Transcription

1 Imperial County Behavioral Health Services Consumer Perception Survey Report FY Presented by: Gilda Adame FY 1-16 Prepared by: GA QIC: 6/8/17

2 IMPERIAL COUNTY BEHAVIORAL HEALTH SERVICES Consumer Perception Survey Results FY 1-16 Purpose of Survey The Department of Health Care Services (DHCS) is required to collect and report to the legislature data on county performance as established by AB 188 (Bronzan, Chapter 89, Statutes of 1991), commonly known as Realignment. Additionally, as a condition of receiving federal Substance Abuse and Mental Health Services Administration (SAMHSA) funds, DHCS must also be responsive to federal performance reporting initiatives and incorporate nationally derived accountability indicators. Methodology The survey method uses a point-in-time method that targets all consumers receiving face-to-face mental health services, case-management, day treatment and medication services from county-operated and contract organization providers during a two-week sampling period semi-annually, throughout the state of California. During FY 1-16 the Consumer Perception Survey was administered twice (Fall 21 and Spring 216) to consumers receiving services at all MHP team centers. The survey was administered in the threshold languages of English and Spanish. Prior to the date of the survey a specialized training Consumer Perception Survey Data Collection Training was provided to Adult, Children and Youth and Young Adult Service staff. The following groups receiving specialty mental health services were surveyed during two sampling periods over the fiscal year, 17 youth (age 1-17), 89 family members/caregivers of youth, 1 adults (age 18-9), and 6 older adults (age 6+). There were a total of 7 participants in the Fall of 21 and 68 participants in the Spring 216. The following is a summary of the findings of the FY 1-16 Consumer Perceptions Surveys Satisfaction Rates. A total of 17 youth surveys were completed during FY During Fall 21 and Spring 216 youth participants reported high satisfaction (76-9%) in the areas of General Satisfaction, Access, Participation in Treatment Planning, Social Connectedness and Cultural Sensitivity. The lowest satisfaction (7-72%) reported by youth was in the following areas: outcome of services, and perception of functioning. Detailed information for the Youth survey results is found on pages -8. A total of 89 youth families surveys were completed during FY During Fall 21 youth families reported low satisfaction (6% to 4%) in all areas surveyed. However, during Spring 216 youth families reported a significant satisfaction increase (82-97%) in the following areas: General Satisfaction, Access, Participation in Treatment Planning, Social Connectedness and Cultural Sensitivity. The lowest satisfaction 1

3 reported by youth families during the Spring 216 (7-7%) was in the following areas: outcome of services, and perception of functioning. Detailed information for the Youth for Families survey results is found on pages In addition, a comparison chart of Youth and Youth for Families Satisfaction Item Analysis is found on page 1 of this document. A total of 1 adult consumers completed the survey during FY During Fall 21 and Spring 216 surveys, adult clients reported high satisfaction (87-94%) in the areas of: General Satisfaction, Access, Quality and Appropriateness, and Participation in Treatment Planning. The lowest satisfaction (-71%) reported by adults was in the following areas: outcome of services, Social Connectedness and Functioning. Detailed information for the Adult survey results is found on pages A total of 6 Older Adult consumers completed the survey during FY During Fall 21 and/or Spring 216 surveys, older adult consumers reported high satisfaction (81-9%) in the areas of: General Satisfaction, Access, Quality and Appropriateness, Participation in Treatment Planning and Social Connectedness (Spring only). The lowest satisfaction (-7%) reported by older adults was in the following areas: outcome of services, Social Connectedness (Fall only) and Functioning. Detailed information for the Older Adult survey results is found on pages In addition, a comparison chart entitled Adult and Older Adult Satisfaction Item Analysis is found on page 28 of this document. 2

4 Satisfaction Rates Youth MHSIP Consumer Survey Satisfaction Rates Youth MHSIP Consumer Survey General Satisfaction Access Participation in Treatment Planning Outcomes of Services Social Connectedness Cultural Sensitivity Functioning Youth Survey Fall 21 (n=74) Youth Survey Spring 216 (n=6)

5 Approximately 2 percent of youth participants reported receiving services for more than one year and 7 percent for less than one year. There was an increase during Spring 216 in police encounters and arrests for those served less than 1 year when compared to Fall 21. Police encounters remained the same for some participants and a few participants reported been arrested for those served more than 1 year during Spring This is my first visit here. 19 Youth MHSIP Consumer Survey - Length of Services Approximately, how long have you received services here? 1 I have had more than one visit but I have received services less than one month Months - Months 6 Months to 1 year More than 1 year Youth Survey Fall 21 (n=74) Youth Survey Spring 216 (n=6) Youth MHSIP Consumer Survey - Police Encounter Data Served Less Than 1 Year Since you began to receive mental health services, have your encounters with the police Been reduced (for example, I have not been arrested, hassled by police, taken by police to a shelter or crisis program) 2 2 Stayed the same Increased. Not applicable (I had no police encounters this year or last year) 67 6 Youth Survey Fall 21 (n=74) Youth Survey Spring 216 (n=6) 4

6 Youth MHSIP Consumer Survey - Arrest Data Served Less Than 1 Year Were you arrested since you began to receive mental health services? and Were you arrested during the 12 months prior to that? Yes No Youth Survey Fall 21 (n=74) Youth Survey Spring 216 (n=6) Been reduced (for example, you have not been arrested, hassled by police, taken by police to a shelter or crisis program) 7 Youth MHSIP Consumer Survey - Police Encounter Data Served More Than 1 Year Over the last year, have your encounters with the police Stayed the same Increased Not applicable (I had no police encounters this year or last year) Youth Survey Fall 21 (n=74) Youth Survey Spring 216 (n=6)

7 8 6 Youth MHSIP Consumer Survey - Arrest Data Served More Than 1 Year Were you arrested during the last 12 months? and Were you arrested during the 12 months prior to that? Yes Youth Survey Fall 21 (n=74) No Youth Survey Spring 216 (n=6) 6

8 During Fall 21 and Spring 216 surveys, youth participants represented an average of 8 percent male and 42 percent female. In Fall 21 and Spring 216 youth participants represented an average of 69 percent Hispanic/Latino. During Fall 21 participants reported belonging to the following races: percent American Indian/Alaskan Native, 6 percent Black/African American, percent White/Caucasian, 2 percent Other and 6 percent Unknown. Youth MHSIP Consumer Survey - Gender Female Male Other Youth Survey Fall 21 (n=74) Youth Survey Spring 216 (n=6) Youth MHSIP Consumer Survey - Are you of Mexican / Hispanic / Latino Origin? Yes No Unknown Youth Survey Fall 21 (n=74) Youth Survey Spring 216 (n=6) 7

9 Youth MHSIP Consumer Survey - Race American Indian/Alaskan Native 1 Asian 4 6 Black/African American Native Hawaiian White/Caucasian Other Unknown Youth Survey Fall 21 (n=74) Youth Survey Spring 216 (n=6) Respondent Information Service and Access Data - Youth Services Survey Survey Period Were the services you received provided in the language you prefer? Was written information available to you in the language you prefer? Fall 21 Yes: 78% No: 4% Missing:8% Yes: 7% No: 8% Missing:19% Spring 216 Yes: 81% No: 2% Missing: 17% Yes: 78% No: 6% Missing:16% Please identify who helped you complete any part of this survey Fall 21 Spring 216 I did not need any help A mental health advocate / volunteer helped me. Another mental health consumer helped me. 1 A member of my family helped me A professional interviewer helped me. My clinician / case manager helped me A staff member other than my clinician or case manager helped me Someone else helped me. 8

10 Satisfaction Rates Youth for Families MHSIP Consumer Survey Satisfaction Rates Youth for Families MHSIP Consumer Survey General Satisfaction Access Participation in Treatment Planning Outcomes of Services Social Connectedness Cultural Sensitivity Functioning Youth for Families Survey Fall 21 (n=272) Youth for Families Survey Spring 216 (n=117) 9

11 During Fall 21 and Spring 216 there was a decrease in police encounters and an increase in arrests in Fall 21 when compared to Spring 216 for those served less than 1 year. Police encounters were reduced during Fall 21 and Spring 216, and during Spring 216 arrests decreased when compared to Fall 21 for those served more than 1 year This is my child's first visit here. Respondent Information Youth for Families MHSIP Consumer Survey - Length of Services Approximately, how long has your child received services here? My child has had more than one visit but has received services less than one month 1-2 Months - Months 6 Months to 1 year More than 1 year Youth for Families Survey Fall 21 (n=272) Youth for Families Survey Spring 216 (n=117) Youth for Families MHSIP Consumer Survey - Police Encounter Data Served Less Than 1 Year Since your child began to receive mental health services, have their encounters with the police Been reduced (for example, they have not been arrested, hassled by police, taken by police to a shelter or crisis program) Stayed the same Increased Not applicable (they had no police encounters this year or last year) 6 7 Youth for Families Survey Fall 21 (n=272) Youth for Families Survey Spring 216 (n=117) 1

12 8 Youth for Families MHSIP Consumer Survey Arrest Data - Served Less Than 1 Year Was your child arrested since you began to receive mental health services? and Was your child arrested during the 12 months prior to that? Yes Youth for Families Survey Fall 21 (n=272) No Youth for Families Survey Spring 216 (n=117) Been reduced (for example, they have not been arrested, hassled by police, taken by police to a shelter or crisis program) Youth for Families MHSIP Consumer Survey - Police Encounter Data Served More Than 1 Year Over the last year, have your child's encounters with the police... Stayed the same Increased Not applicable (they had no police encounters this year or last year) Youth for Families Survey Fall 21 (n=272) Youth for Families Survey Spring 216 (n=117) 11

13 Youth for Families MHSIP Consumer Survey - Arrest Data Served More Than 1 Year Was your child arrested during the last 12 months? and Was your child arrested during the 12 months prior to that? Yes 2 2 No Youth Survey Fall 21 (n=272) Youth Survey Spring 216 (n=117) 12

14 During Fall 21 and Spring 216 surveys, youth represented were approximately percent female and percent male. In Fall 21 and Spring 216 youth represented 1 percent Hispanic/Latino. During Spring 216 participants reported their child belonging to the following races: 6 percent American Indian/Alaskan Native, 2 percent Asian, 4 percent Black/African American, percent Native American, 4 percent White/Caucasian, 18 percent Other and 1% Unknown. Youth for Families MHSIP Consumer Survey - Gender Female Male Other Youth for Families Survey Fall 21 (n=272) Youth for Families Survey Spring 216 (n=117) Youth for Families MHSIP Consumer Survey Are either of Mexican / Hispanic / Latino Origin? Yes No Unknown Youth for Families Survey Fall 21 (n=272) Youth for Families Survey Spring 216 (n=117) 1

15 American Indian/Alaskan Native Asian Respondent Information Youth for Families MHSIP Consumer Survey - Race 4 Black/African American 29 4 Native Hawaiian White/Caucasian Other Unknown Youth for Families Survey Fall 21 (n=272) Youth for Families Survey Spring 216 (n=117) Respondent Information Service and Access Data - Youth Services Survey for Families Survey Period Were the services your child received provided in the language he/she preferred? Was written information available to you in the language you prefer? Fall 21 Yes: 81% No: 1% Missing:18% Yes: 79% No: 1% Missing:19% Spring 216 Yes: 77% No: 4% Missing:19% Yes: 7% No: % Missing:22% Please identify who helped you complete any part of this survey Fall 21 Spring 216 I did not need any help A mental health advocate / volunteer helped me. 1 Another mental health consumer helped me. 1 A member of my family helped me. 1 2 A professional interviewer helped me. My clinician / case manager helped me. 1 1 A staff member other than my clinician or case manager helped me. 1 Someone else helped me. 1 14

16 ACCESS TO SERVICE Youth and Youth for Families Satisfaction Item Analysis YOUTH FAMILY MEMBER / INDIVIDUAL ITEMS CAREGIVER Average Score Average Score Fall 21 Spring 216 Fall 21 Spring 216 The location of services was convenient for us Services were available at times that were convenient for us CULTURAL APPROPRIATENESS PARTICIPATION IN TREATMENT Staff treated me with respect Staff respected my family s religious/spiritual beliefs Staff spoke with me in a way that I understood Staff were sensitive to my cultural/ethnic background I helped to choose my/my child s services I helped to choose my/my child s treatment goals I participated in my/my child s treatment Overall, I am satisfied with the services I/my child received GENERAL SATISFACTION The people helping me/my child stuck with me/us no matter what I felt I/my child had someone to talk to when I/he/she was troubled The services I/my child and/or family received were right for us I/my family got the help I/we wanted (for my child) I/my family got as much help as I/we needed (for my child)

17 Satisfaction Rates Adult MHSIP Consumer Survey General Satisfaction Access Satisfaction Rates Adult MHSIP Consumer Survey Quality and Appropriateness Participation in Treatment Planning Outcomes of Services 7 Social Connectedness 6 Functioning Adult Survey Fall 21 (n=144) Adult Survey Spring 216 (n=169) 16

18 Approximately % of participants reported receiving services for more than one year and 41% percent for less than one year. There was a decrease during Spring 216 in police encounters and arrests for those served less than 1 year when to compared to Fall 21. Police encounters and arrests decreased during Spring 216 for those served more than 1 year when compared to Fall This is my first visit here Adult MHSIP Consumer Survey - Length of Services Approximately, how long have you received services here? I have had more than one visit but I have received services less than one month Months - Months 6 Months to 1 year More than 1 year Adult Survey Fall 21 (n=144) Adult Survey Spring 216 (n=169) Adult MHSIP Consumer Survey - Police Encounter Data Served Less Than 1 Year Since you began to receive mental health services, have your encounters with the police Been reduced (for example, I have not been arrested, hassled by police, taken by police to a shelter or crisis program) Stayed the same Increased Not applicable (I had no police encounters this year or last year) Adult Survey Fall 21 (n=144) Adult Survey Spring 216 (n=169) 17

19 Adult MHSIP Consumer Survey - Arrest Data Served Less Than 1 Year Were you arrested since you began to receive mental health service? and Were you arrested during the 12 months prior to that? Yes 7 4 No 1 Adult Survey Fall 21 (n=144) Adult Survey Spring 216 (n=169) Been reduced (for example, I have not been arrested, hassled by police, taken by police to a shelter or crisis program) Adult MHSIP Consumer Survey - Police Encounter Data Served More Than 1 Year Over the last year, have your encounters with the police Stayed the same Increased Not applicable (I had no police encounters this year or last year) Adult Survey Fall 21 (n=144) Adult Survey Spring 216 (n=169) 18

20 Adult MHSIP Consumer Survey - Arrest Data Served More Than 1 Year Were you arrested during the 12 months prior to that? and Were you arrested during the last 12 months? Yes Adult Survey Fall 21 (n=144) No Adult Survey Spring 216 (n=169) 19

21 During Fall 21 adult participants were percent female and 4 percent male and during Spring 216 surveys, 6 percent female and 4 percent male. In Fall 21 and Spring 216 participants represented approximately 1 percent Hispanic/Latino. During Spring 216 participants reported belonging to the following races: percent Native American, 1 percent Asian, percent African American, 1 percent Native Hawaiian 7 percent Caucasian, 17 percent Other, and percent Unknown Adult MHSIP Consumer Survey - Gender 4 Female Male Other 6 1 Adult Survey Fall 21 (n=144) Adult Survey Spring 216 (n=169) Adult MHSIP Consumer Survey - Are you of Mexican / Hispanic / Latino Origin? Yes No Unknown Adult Survey Fall 21 (n=144) Adult Survey Spring 216 (n=169) 2

22 American Indian/Alaskan Native Asian Respondent Information Adult MHSIP Consumer Survey - Race Black/African American Native Hawaiian White/Caucasian Other Unknown Adult Survey Fall 21 (n=144) Adult Survey Spring 216 (n=169) Respondent Information Service and Access Data - Adult MHSIP Consumer Survey Survey Period Were the services you received provided in the language you prefer? Fall 21 Yes: 8% No: % Missing:17% Spring 216 Yes: 86% No: 1% Missing:1% Was written information available to you in the language you prefer? Yes: 81% No: % Missing:17% Yes: 8% No: % Missing:1% What was the primary reason you became involved with this program? I decided to come in on my own: 4% Someone else recommended that I come in: 41% I came in against my will: 1% I decided to come in on my own: 6% Someone else recommended that I come in: % I came in against my will: 1% Please identify who helped you complete any part of this survey Fall 21 Spring 216 I did not need any help. 9 7 A mental health advocate / volunteer helped me. 2 Another mental health consumer helped me. 1 1 A member of my family helped me. 1 A professional interviewer helped me. My clinician / case manager helped me. A staff member other than my clinician or case manager helped me. 2 1 Someone else helped me

23 Satisfaction Rates Older Adults MHSIP Consumer Survey Satisfaction Rates Older Adult MHSIP Consumer Survey General Satisfaction Access Quality and Appropriateness Participation in Treatment Planning Outcomes of Services Social Connectedness Functioning Older Adult Survey Fall 21 (n=17) Older Adult Survey Spring 216 (n=19) 22

24 There was an increase in the percentage of participants who reported receiving services for more than one year from 47 percent Fall 21 to 8 percent Spring 216. During Fall 21 and Spring 216 police encounters primarily remained the same for those served less than 1 year, there were no arrests. The police encounters for those served more than 1 year decreased significantly during Spring 216 when compared to the Fall 21, there were no arrests This is my first visit here Older Adult MHSIP Consumer Survey - Length of Services Approximately, how long have you received services here? I have had more than one visit but I have received services less than one month 1-2 Months - Months 6 Months to 1 year More than 1 year 47 8 Older Adult Survey Fall 21 (n=17) Older Adult Survey Spring 216 (n=19) Older Adult MHSIP Consumer Survey - Police Encounter Data Served Less Than 1 Year Since you began to receive mental health services, have your encounters with the police Been reduced (for example, I have not been arrested, hassled by police, taken by police to a shelter or crisis program) 2 29 Stayed the same Increased Not applicable (I had no police encounters this year or last year) 2 14 Older Adult Survey Fall 21 (n=17) Older Adult Survey Spring 216 (n=19) 2

25 1 Older Adult MHSIP Consumer Survey - Arrest Data Served Less Than 1 Year Were you arrested since you began to receive mental health services? and Were you arrested during the 12 months prior to that? 14 1 Yes Older Adult Survey Fall 21 (n=19) No Older Adult Survey Spring 216 (n=19) Been reduced (for example, I have not been arrested, hassled by police, taken by police to a shelter or crisis program) Older Adult MHSIP Consumer Survey - Police Encounter Data Served More Than 1 Year Over the last year, have your encounters with the police... Stayed the same Increased Not applicable (I had no police encounters this year or last year) 7 64 Older Adult Survey Fall 21 (n=17) Older Adult Survey Spring 216 (n=19) 24

26 1. Respondent Information Older Adult MHSIP Consumer Survey - Arrest Data Served More Than 1 Year Were you arrested during the last 12 months? and Were you arrested during the 12 months prior to that? 1. Yes Older Adult Survey Fall 21 (n=19) No Older Adult Survey Spring 216 (n=17) 2

27 During Fall 21 and Spring 216 surveys, older adult participants were largely female. In Fall 21 and Spring 216 participants represented 1 percent Hispanic/Latino. During Spring 216 Survey participants reported belonging to the following races: percent Native American, 6 percent African American, percent Native Hawaiian, 47 percent Caucasian, 21 percent Other, and 16 percent Unknown Older Adult MHSIP Consumer Survey Gender 24 Female Male Other 26 Older Adult Survey Fall 21 (n=17) Older Adult Survey Spring 216 (n=19) Respondent Information Older Adult MHSIP Consumer Survey - Are you of Mexican / Hispanic / Latino Origin? Yes No Unknown Older Adult Survey Fall 21 (n=17) Older Adult Survey Spring 216 (n=19) 26

28 American Indian/Alaskan Native Asian Older Adult MHSIP Consumer Survey - Race Black/African American Older Adult Survey Fall 21 (n=17) 47 Native Hawaiian White/Caucasian Other Unknown 18 Older Adult Survey Spring 216 (n=19) Respondent Information Service and Access Data - Older Adult MHSIP Consumer Survey Survey Period Were the services you received provided in the language you prefer? Fall 21 Yes: 71% No: 6% Missing:24% Spring 216 Yes: 79% No: % Missing:21% Was written information available to you in the language you prefer? Yes: 76% No: % Missing:24% Yes: 84% No: % Missing:16% What was the primary reason you became involved with this program? I decided to come in on my own: % Someone else recommended that I come in: 41% I came in against my will: % I decided to come in on my own: 7% Someone else recommended that I come in: 47% I came in against my will: % Please identify who helped you complete any part of this survey Fall 21 Spring 216 I did not need any help. 41 A mental health advocate / volunteer helped me Another mental health consumer helped me. A member of my family helped me. 12 A professional interviewer helped me. My clinician / case manager helped me. 6 A staff member other than my clinician or case manager helped me. 6 Someone else helped me

29 Adult and Older Adult Satisfaction Item Analysis INDIVIDUAL ITEMS ADULT OLDER ADULT Satisfaction % Satisfaction % Fall 21 Spring 216 Fall 21 Spring 216 ACCESS TO SERVICES APPRORPIATENESS OF CARE PARTICIPATION IN TREATMENT GENERAL SATISFACTION The location of services was convenient (parking, public transportation, distance, etc.) Staff members were willing to help as often as I felt it was necessary Staff returned my calls within 24 hours Services were available at times that were good for me I was able to get all the services I thought I needed I was able to see a psychiatrist when I wanted to Staff here believed that I could grow, change, and recover I felt free to complain I was given information about my rights Staff encouraged me to take responsibility for how I live my life Staff told me what side effects to watch for Staff respected my wishes about who is, and is not, to be given information about my treatment. Staff members were sensitive to my cultural/ethnic background (race, religion, language, etc.) Staff helped me obtain the information needed so I could take charge of managing my illness I was encouraged to use consumer-run programs (support groups, drop-in centers, crisis phone line, etc.) I felt comfortable asking questions about my treatment and medication. I, not staff, decided my treatment goals I like the services that I received here If I had other choices, I would still choose to get services from this agency I would recommend this agency to a friend or family member