2016 Youth Services Satisfaction Survey Report

Transcription

1 Overview 2016 Youth Services Satisfaction Survey Report In September 2016, the Quality Systems Department of the Saginaw County Community Mental Health Authority () administered its annual satisfaction survey to parents and guardians of youth mental health consumers to measure their satisfaction with care and treatment outcomes. The Youth Services Survey for Families (YSS-F) was sent to the parents/guardians of children and adolescent consumers served during the previous six months by and its contract providers, Saginaw Psychological Services, and Westlund Guidance Clinic. Methodology Children/adolescent consumers ages 4 17 with Serious Emotional Disturbance (SED) who received services during the six months prior to implementation were included in the survey sample. A total of 935 surveys were distributed. The primary method of distribution was by mail with a postage-paid return envelope. As part of a regional survey initiative, 17 were hand delivered to consumers receiving homebased services. One hundred and five (105) completed surveys were received resulting in an 11% return rate. The table below shows each team s return rate as well at the total return rate Team Distributed Received Return Rate Distributed Received Return Rate Autism Services % % Family Services % % Family Services % % Supports Coordination Services 1 ** ** ** % Supports Coordination Services 2 ** ** ** % System of Care School Based * * * % Wraparound Services % % SPS Children's Outpatient & Case Management % % WGC Children's Outpatient & Case Management % % WGC System of Care School Based * * * 8 0 0% Total % % *new survey team in 2016 ** SCS children received the MHSIP Adult survey in /7/2017JMcCulloch Page 1

2 Survey Instrument The YSS-F survey s 38-items assess seven different domains of consumer satisfaction. The first four domains reflect attributes of the provider and the last three reflect the consumer s status in clinical improvement, daily functioning, and relationships. Domain Access to Services Participation in Treatment Planning Cultural Sensitivity Appropriateness Outcomes Social Connectedness Functioning Description Are services available when and where they are needed? Does the parent/guardian feel involved in treatment decisions? Do staff show respect for the family's race, ethnicity and culture? Is the parent/guardian satisified with the availability and amount of services provided? As a result of services, has the child's functioning at home and school improved? Does the child feel connected to friends, family and the community? Has the child's overall well-being improved? Results Calculation Respondents were asked to rate their level of agreement with statements along a five-point Likert scale from 1 to 5: 1 = Strongly Disagree 2 = Disagree 3 = Undecided 4 = Agree 5 = Strongly Agree Agreement represents consumer satisfaction. Scores for the seven domains were calculated in two ways. First, the mean score of each item was calculated. Those scores greater than or equal to 3.5 were classified as being in agreement. Second, the number of respondents in agreement was divided by the number of respondents to arrive at a percentage. Items with more than two-thirds missing data were omitted from the calculations. 3/7/2017JMcCulloch Page 2

3 Survey Results by Domain Satisfaction was evident across five of the seven domains indicating that respondents were pleased with the services received. The Outcomes and Functioning domains were noted as having the lowest levels of satisfaction. The overall percentage of satisfaction was 78%. The percentages of satisfaction for each team are shown in the following table. Also provided are the regional and statewide results from this year s home-based survey. Team # Received Access to Services Participation in Treatment Planning Cultural Sensitivity Social Connectedness Appropriateness Outcomes Functioning Overall AUTISM % 90% 100% 100% 100% 100% 86% 90% 43% 76% 86% 81% 43% 76% 78% 88% FSU % 75% 82% 92% 100% 100% 91% 83% 73% 75% 91% 92% 91% 75% 90% 85% FSU % 91% 91% 91% 100% 95% 88% 82% 61% 45% 88% 82% 64% 45% 83% 76% SCS1 * 6 * 100% * 100% * 100% * 100% * 83% * 100% * 83% * 95% SCS2 * 9 * 56% * 100% * 100% * 78% * 78% * 100% * 78% * 84% SOC SB ** 9 ** 89% ** 56% ** 100% ** 86% ** 44% ** 89% ** 44% ** 73% WRAP % 88% 92% 100% 100% 100% 100% 75% 50% 25% 92% 63% 58% 25% 81% 68% SPS COP&CM % 89% 89% 78% 89% 100% 83% 78% 41% 22% 76% 67% 41% 22% 73% 65% WGC COP&CM % 89% 100% 67% 100% 78% 90% 56% 30% 33% 70% 67% 40% 44% 74% 62% WGC SOC SB ** 0 n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a Overall % 86% 91% 89% 98% 97% 89% 82% 52% 55% 85% 82% 58% 56% 80% 78% MSHN HB % 96% 95% 96% 99% 97% 92% 90% 65% 60% 92% 84% 69% 61% *** *** Statewide HB *** *** 95% 94% 96% 96% 98% 98% 90% 90% 61% 58% 85% 82% *** *** *** *** * SCS children received the MHSIP adult survey in **new survey team in 2016 ***unknown Confidence Level Survey results depict the scores with a 95% confidence level and a 9% confidence interval. Statistically this means we can be 95% certain that the true scores for the entire population of individuals surveyed are the scores reported by the respondents plus or minus 9%. For example, if 80% of the respondents indicated satisfaction, we can be sure that between 71% and 89% of the entire population would indicate satisfaction. The larger the sample size, the more we can be sure that the responses reflect those of the entire population. 3/7/2017JMcCulloch Page 3

4 Results by Survey Item The table below is a two-year comparison of the overall level of satisfaction for each survey item sorted by domain. Survey Item Two-Year Comparison 2014 n= n=105 Access to Services 8 The location of services was convenient for us. 85% 89% 9 Services were available at times that were convenient for us. 89% 82% Participation in Treatment Planning 2 I helped to choose my child s services. 87% 85% 3 I helped to choose the goals in my child s service plan. 86% 90% 6 I participated in my child s treatment/services. 96% 96% Cultural Sensitivity 12 Staff treated me with respect. 97% 92% 13 Staff respected my family s religious/spiritual beliefs. 86% 92% 14 Staff spoke with me in a way that I understood. 97% 96% 15 Staff were sensitive to my cultural/ethnic background. 87% 94% Appropriateness 1 Overall, I am satisfied with the services my child received. 90% 79% 4 The people helping my child stuck with us no matter what. 85% 78% 5 I felt my child had someone to talk to when he/she was troubled. 87% 74% 7 The services my child and/or family received were right for us. 86% 82% 10 My family got the help we wanted for my child. 80% 79% 11 My family got as much help as we needed for my child. 74% 72% Outcomes 16 My child is better at handling daily life. 58% 62% 17 My child gets along better with family members. 51% 54% 18 My child gets along better with friends and other people. 57% 57% 19 My child is doing better in school and/or work. 64% 62% 20 My child is better able to cope when things go wrong. 51% 41% 21 I am satisfied with our family life right now. 52% 60% 22 My child is better able to do things he or she wants to do. 63% 60% Social Connectedness 23 I know people who will listen and understand me when I need to talk. 84% 83% 24 I have people that I am comfortable talking with about my child s problems. 87% 84% 25 In a crisis, I would have the support I need from family or friends. 80% 72% 26 I have people with whom I can do enjoyable things. 82% 85% Functioning 16 My child is better at handling daily life. 58% 62% 17 My child gets along better with family members. 51% 54% 18 My child gets along better with friends and other people. 57% 57% 19 My child is doing better in school and/or work. 64% 62% 20 My child is better able to cope when things go wrong. 51% 42% 22 My child is better able to do things he or she wants to do. 63% 60% 3/7/2017JMcCulloch Page 4

5 The following table details the percentage of satisfaction for each team by survey item. Access to Services AUTISM n=21 FSU1 n=12 FSU2 n=22 SCS1 n=6 SCS2 n=9 SOC SB n=9 WRAP n=8 SPS COP&CM COP&CM 8 The location of services was convenient for us. 95% 92% 77% 100% 78% 89% 75% 100% 100% 89% 9 Services were available at times that were convenient for us. 95% 83% 82% 100% 56% 63% 88% 78% 78% 82% Participation in Treatment Planning 2 I helped to choose my child s services. 100% 92% 95% 100% 89% 56% 67% 67% 56% 85% 3 I helped to choose the goals in my child s service plan. 100% 92% 95% 100% 100% 67% 100% 67% 78% 90% 6 I participated in my child s treatment/services. 100% 100% 95% 100% 100% 88% 100% 89% 89% 96% Cultural Sensitivity 12 Staff treated me with respect. 100% 92% 86% 100% 100% 100% 100% 67% 89% 92% 13 Staff respected my family s religious/spiritual beliefs. 100% 92% 91% 100% 78% 88% 100% 89% 89% 92% 14 Staff spoke with me in a way that I understood. 100% 92% 91% 100% 100% 100% 100% 100% 89% 96% 15 Staff were sensitive to my cultural/ethnic background. 100% 92% 95% 100% 89% 100% 100% 89% 78% 94% Appropriateness 1 Overall, I am satisfied with the services my child received. 90% 67% 82% 100% 78% 56% 89% 78% 67% 79% 4 The people helping my child stuck with us no matter what. 90% 83% 68% 100% 89% 56% 88% 78% 56% 78% 5 I felt my child had someone to talk to when he/she was troubled. 90% 83% 77% 83% 50% 63% 63% 63% 67% 74% 7 The services my child and/or family received were right for us. 90% 83% 86% 83% 78% 100% 63% 67% 67% 82% 10 My family got the help we wanted for my child. 90% 83% 77% 100% 89% 100% 63% 50% 44% 79% 11 My family got as much help as we needed for my child. 86% 75% 68% 100% 67% 100% 38% 50% 56% 72% Outcomes 16 My child is better at handling daily life. 81% 75% 59% 83% 78% 67% 25% 22% 44% 62% 17 My child gets along better with family members. 76% 67% 36% 83% 89% 50% 25% 22% 33% 54% 18 My child gets along better with friends and other people. 76% 75% 50% 83% 67% 44% 25% 22% 56% 57% 19 My child is doing better in school and/or work. 75% 73% 50% 83% 89% 67% 38% 33% 56% 62% 20 My child is better able to cope when things go wrong. 43% 67% 32% 83% 56% 38% 13% 22% 33% 41% 21 I am satisfied with our family life right now. 76% 67% 55% 100% 89% 44% 25% 33% 44% 60% 22 My child is better able to do things he or she wants to do. 65% 75% 55% 80% 67% 89% 25% 33% 56% 60% Social Connectedness I know people who will listen and understand me when I need to 23 talk. I have people that I am comfortable talking with about my child s 24 problems. n=9 WGC n=9 TOTAL n=105 95% 92% 86% 100% 89% 67% 63% 67% 67% 83% 86% 92% 91% 80% 100% 88% 63% 67% 78% 84% 25 In a crisis, I would have the support I need from family or friends. 67% 75% 68% 100% 78% 78% 75% 56% 78% 72% 26 I have people with whom I can do enjoyable things. 86% 92% 82% 83% 89% 100% 75% 78% 78% 85% Functioning Survey Item 16 My child is better at handling daily life. 81% 75% 59% 83% 78% 67% 25% 22% 44% 62% 17 My child gets along better with family members. 76% 67% 36% 83% 89% 50% 25% 22% 33% 54% 18 My child gets along better with friends and other people. 76% 75% 50% 83% 67% 44% 25% 22% 56% 57% 19 My child is doing better in school and/or work. 75% 73% 50% 83% 89% 67% 38% 33% 56% 62% 20 My child is better able to cope when things go wrong. 48% 67% 32% 83% 56% 38% 13% 22% 33% 42% 22 My child is better able to do things he or she wants to do. 65% 75% 55% 80% 67% 89% 25% 33% 56% 60% 3/7/2017JMcCulloch Page 5

6 Quality Improvement Opportunities Results of the MHSIP Consumer Satisfaction Survey provide valuable feedback and insight into the perspectives of consumers regarding the care and services they receive. The following are recommendations to assure that the outcomes of this survey are shared with staff, providers, consumers, stakeholders, etc. and that quality improvement opportunities are identified and acted upon as needed: 1) A final draft of this survey report will be reviewed by the Quality Governance Council (QGC) for comment and approval. The QGC will identify any trends that have occurred from year to year and determine possible system-wide improvement efforts. 2) The final survey report will be presented to the Children s Case Management Supervisors. Supervisors will review this information with their staff to identify areas needing improvement and celebrate successes as appropriate. They will be required to provide the Quality Systems Department evidence that this has occurred within 45 days of receiving the report. At least one area of improvement based on survey domain or individual survey item will be identified and a performance improvement plan will be submitted. 3) The final report will be formally presented to the Ends Committee, the Citizen s Advisory Committee, and the Board of Directors. 4) The final survey report will be posted on the website. 5) A one-page summary of results will be completed for distribution to consumers. 6) The survey process will be reviewed by the Quality Systems Department to determine if additional action may be needed to improve the return rates of future surveys. (e.g., address cleanup, prior notice to staff, reminders to consumers). Qualitative Comments Several parents and guardians provided comments at the end of the survey. They have been typed verbatim except in cases where names were replaced with pronouns to protect anonymity. Comments of concern were addressed with staff when identifiable information was provided. Autism Services I would really like to thank you all for the help and being my support system. My children and I don t have anyone, but community health has been right by my side every step that my children and I take and for that there isn t enough money to pay community because you guys worked wonders. My son never responded, but I found community health. We can go out in public and be as normal as possible. He have major slip ups, but nothing compares to last year and for that I will forever be humble all because of Becky who worked at Towerline. She was such a wonderful blessing to my family of four. This service has been very helpful with meds, behavior, and helps getting physical needs and continues to help. I am very happy with ABA Pathways! They have helped my son in so many ways. I notice a significant difference. Thank you. My child still has behavioral/emotional issues that I don t feel are being addressed. Some things have improved but he still has major emotional/behavioral issues. We greatly appreciate the wonderful help and services that are provided through for our autistic son! You all are a blessing. Family Services 1 I am thankful for the help I received for my grandbaby and his mental health worker that he has. 3/7/2017JMcCulloch Page 6

7 Since my daughter has been getting the help she needed, she has changed so much. She is now acting like a normal kid, and she has inspired me to get the help I need. Thank you so much for finding her the best therapist. Family Services 2 I will continue to be an advocate for the services you have provided to my family and godson. The MUTT team, the Camp programs and one of the most world class therapists, Andrea Campbell. We couldn't have done this without all the help and support we get. God Bless each and every one that has made a difference in his life! He will be a SUCCESS story! He is ALREADY! Happy with services and then with only *one* day warning the services were cut off for my son. Nobody asked or worried about how the side effects of having no meds would be without. Very unprofessional when it came to that. Paul was great as a therapist. Was sorry to see him leave us. Thank you CMH Saginaw for helping my daughter and family. Things are so much better now. Started services with a different therapist and we weren't getting the help we needed. He had a workload of others and my child was seen for short periods of time at school when he had another student. I didn't know what was ever being done. Received another therapist and then she moved on and now have a therapist we have seen maybe three or four times. I feel we are hopefully on the right track but have wasted the last ten months. He didn't receive any services from April-August as a result of the therapist changing job positions, etc. Always the answer was nodding and shaking his head yes like he understood, but he did nothing about it. As a matter of fact, we almost were switched to case management alone. My daughter is not as a demanding case as most so I understand she may not need as many visits, but she has only seen her worker 2-3 during this six month time. Worker states she ll come to school and never shows. I ve had to not tell my daughter her worker is coming because she gets so disappointed if she doesn t show up. Worker also missed an important meeting with my daughter s teacher and I. I work till 4 pm and the worker hasn t been able to flex her schedule. Not sure if this needs to be on here also. The occupational therapist (Scott) has had some good ideas and some have worked. He is not at all flexible with scheduling. My daughter hasn t seen him in a while (May). He stated in the beginning he would work on getting funding for special equipment (weighted blanket) for home. Also funds for me to go to training, but never fell through. Case manager did not return calls for him to meet with my child as we agreed upon when he took over my son's case. No communication with me. Should be able to have case manager and counselor. We are very satisfied with our services we receive. Megan and Julie are a great help with my daughter. I don t know what I would do without them. Megan is a wonderful role model for my daughter to look up to as well as an excellent therapist. Thanks for your services! No jail time, just a walk through. Home-Based No comments Supports Coordination Services 1 I am so impressed with the services for my son. Nate, worker is a nice guy and so understanding. He listens to what we have to say and he always adds his suggestions and great advice. Thank you for all your support. We look forward to his services in the future. Supports Coordination Services 2 She watched her dad be removed from our home. Parents are getting divorced. 3/7/2017JMcCulloch Page 7

8 System of Care School Based I don t want my child in any kind of mental health services. He has family to help him out when he needs it. My son has been receiving services for two weeks, so there wasn't much I could provide feedback on. Wrap Around The foster child I had was with me for 4-6 weeks. I saw the caseworker twice with no other mental health contact. Joyce seems to very helpful. The doctors seem to be really good working with changes. Tammy can be rude at times. Overall, I rate my services a 60% out of 100%. SPS Children s Outpatient & Children s Case Management My daughter says her counselor isn t allowed to give any advice; all they can do is listen. I need for my daughter to learn how to handle her feelings so she doesn t want to kill herself when she has a trigger and need for her to get over her anxiety of being around other people. I had hoped the counseling would help more. His case manager was useless to him. We requested he receive a different case manager and nothing was done to assist us. He is now 18 and is clueless as to how to proceed on his own! We still have no good meds that are helping her. She is still getting in trouble in school, struggling every day at home and at school. The depression is getting worse day by day. I hope she can get help soon. WGC Children s Outpatient & Children s Case Management Still need help asap. My child began care with one counselor who was only able to see him about five times before taking another job. Then there was a gap before a new counselor started working with him. Therefore, this survey only reflects about a dozen interactions/sessions at Westlund. Thanks! Could not get appointments scheduled. No one called back. Child took pill overdose while depressed and despondent. I would like to know when they are going to put her on her meds. This is getting crazy. I ve called and left messages to get another appt. We ve had three therapists in less than nine months while with Westland. Communication between them has been minimal at best. Each therapist has a different idea on how to help my son, so there hasn t been any consistency. With these changes, he has some anger building up, resentment, and trust issues are growing. 3/7/2017JMcCulloch Page 8