SCIOTO PAINT VALLEY MENTAL HEALTH CENTER. Consumer Satisfaction Survey Report

SCIOTO PAINT VALLEY MENTAL HEALTH CENTER Consumer Satisfaction Survey Report 2013 1

SCIOTO PAINT VALLEY MENTAL HEALTH CENTER 2013 CONSUMER SATISFACTION SURVEY REPORT INTRODUCTION: As indicated in the Quality Assurance Plan, a foundational key ingredient of any Agency should be consumer-based feedback. Consumers were surveyed for a two month period and asked to complete an Agency Consumer Satisfaction Survey based on their overall satisfaction of the service and to rate the effectiveness of the service in question. Consumers were given the choice of rating the following services: Mental Health Diagnostic Assessment MH Community Psychiatric Supportive Treatment Service Partial Hospitalization Service Mental Health Psychiatric Services Mental Health Outpatient Counseling Mental Health Crisis Intervention Vocational Services Substance Abuse Case Management Substance Abuse Diagnostic Assessment Substance Abuse Crisis Intervention Substance Abuse Counseling Substance Abuse Group Counseling Consumers were asked to rate only one service per survey at time of appointment. They were asked seven questions regarding the service and asked to indicate their feedback using a Likert Scale. The survey report will provide feedback for the following situations: Overall Agency Results Individual Clinic Results Adult Results Youth Results *The survey that was distributed to clients can be found on the next page. 2

TO BE COMPLETED BY AGENCY STAFF: SCIOTO PAINT VALLEY MENTAL HEALTH CENTER CONSUMER SATISFACTION EVALUATION Date of Service: Clinic: (Circle One) Youth/Adult TYPE OF SERVICE RECEIVED AT THIS APPOINTMENT (PLEASE SELECT ONLY ONE SERVICE): MH Diagnostic Assessment MH Counseling SA Case Management MH CPST Services (Individual) MH Crisis Intervention SA Diagnostic Assessment MH Partial Hospitalization MH CPST Group SA Crisis Intervention MH Psychiatric Services Vocational Services SA Counseling (Includes Nurse Services) SA Group TO BE COMPLETED BY CLIENT: CONSUMER SATISFACTION SURVEY In order to provide the best mental health and substance abuse services, we would like to know what you think about the services you received today, the people who provided it, and the results. There is a space at the end of the survey to comment on any of your answers or to provide feedback. Please indicate your agreement/disagreement Strongly Agree I am Disagree Strongly Not Applicable with each of the following statements by circling the number that best represents your opinion. If the question is about something you have not experienced, circle the NA response to indicate that this item is not applicable to you. Agree Neutral Disagree 1. I like the services that I received here. 5 4 3 2 1 NA 2. If I had other choices, I would still get services 5 4 3 2 1 NA from this agency. 3. I would recommend this agency to a friend or 5 4 3 2 1 NA family member. As a Direct Result of this service I received: 4. I deal more effectively with daily problems. 5 4 3 2 1 NA 5. My symptoms are not bothering me as much. 5 4 3 2 1 NA 6. I do better in social situations. 5 4 3 2 1 NA 7. I am better able at controlling my overall life. 5 4 3 2 1 NA *Please feel free to use this space or the back of this sheet to comment on any of your answers. Also, if there are areas which were not covered by this questionnaire which you feel should have been, please let us know. Thank you for your time and cooperation in completing this survey for the Agency. Please Provide the Following Statistical Information: Gender: Male/Female Age: Ethnicity: Caucasian Asian African-American Native-American Latino Other 3

INTRODUCTION CONTINUED SCIOTO PAINT VALLEY MENTAL HEALTH CENTER 2013 CONSUMER SATISFACTION SURVEY REPORT All clinic sites participated in the 2013 Consumer Satisfaction Survey. A total of 1,096 surveys were collected in the two-month time frame for Fiscal Year 2013, which is a difference of +584 surveys from Fiscal Year 2012. This is a 53% increase in collected surveys. In Fiscal Year 2012, 512 surveys were collected from all clinic sites. SURVEY ANALYSIS: LOCATION SERVICE # ADULT # YOUTH # TOTAL FAYETTE Psychiatric Services 43 20 63 Mental Health Counseling 61 13 74 Mental Health CPST Service 16 2 18 Substance Abuse Counseling 7 1 8 Vocational Services 3 0 3 Partial Hospitalization 12 0 12 Mental Health Diagnostic Assessment 3 0 3 Mental Health Crisis Intervention 1 0 1 Total Number of Surveys Collected From This Site 146 36 182 HIGHLAND # ADULT # YOUTH # TOTAL Substance Abuse Group Counseling 5 0 5 Psychiatric Services 27 15 42 Substance Abuse Counseling 4 0 4 Mental Health CPST Service 19 5 24 Mental Health Counseling 16 2 18 Vocational Services 2 0 2 Substance Abuse Diagnostic Assessment 3 0 3 Mental Health Diagnostic Assessment 14 1 15 Mental Health Crisis Intervention 10 0 10 Partial Hospitalization 23 0 23 Substance Abuse Case Management 1 0 1 Total Number of Surveys Collected From This Site 124 23 148 4

LOCATION SERVICE # ADULT # YOUTH # TOTAL PICKAWAY Mental Health Counseling 34 17 51 Mental Health Crisis Intervention 35 3 38 Partial Hospitalization 29 0 29 Substance Abuse Group Counseling 16 2 18 Mental Health CPST Service 47 7 53 Psychiatric Services 62 0 62 Substance Abuse Counseling 5 0 5 Mental Health Diagnostic Assessment 2 0 2 Substance Abuse Crisis Intervention 16 0 16 Total Number of Surveys Collected From This Site 246 29 273 PIKE # ADULT # YOUTH # TOTAL Mental Health Diagnostic Assessment 11 4 15 Psychiatric Services 30 7 37 Mental Health Counseling 30 2 32 Mental Health CPST Service 26 12 38 Partial Hospitalization 16 1 17 Substance Abuse Counseling 5 0 5 Substance Abuse Crisis Intervention 1 0 1 Substance Abuse Case Management 1 0 1 Substance Abuse Diagnostic Assessment 1 0 1 Total Number of Surveys Collected From This Site 121 26 147 MARTHA COTTRILL CLINIC # ADULT # YOUTH # TOTAL Mental Health Counseling 53 4 57 Mental Health CPST Service 32 0 32 Mental Health Diagnostic Assessment 11 2 13 Mental Health Crisis Intervention 6 0 6 Substance Abuse Diagnostic Assessment 1 0 1 Substance Abuse Counseling 82 0 82 Psychiatric Services 26 0 26 Substance Abuse Group Counseling 51 0 51 Total Number of Surveys Collected From This Site 262 6 268 FLOYD SIMANTEL CLINIC # ADULT # YOUTH # TOTAL Substance Abuse Counseling 9 NA 9 Psychiatric Services 13 NA 13 Partial Hospitalization 17 NA 17 Mental Health Counseling 7 NA 7 5

Mental Health CPST Service 29 NA 29 Mental Health Crisis Intervention 2 NA 1 Total Number of Surveys Collected From This Site 77 NA 77 # ADULTS # YOUTH # TOTAL Total Number of Surveys Collected from All Sites TOTAL TOTAL 976 120 1,096 OVERALL CONSUMER SATISFACTION SURVEY RESULTS: In order to offer an accurate picture of overall consumer satisfaction, only services that received 10 or more consumer satisfaction surveys will be factored in to the overall Quality Improvement Report. For review though, all survey results received will be displayed with the number of respondents. Individual clinic results will be calculated and sent to the director of each clinic site for evaluation and feedback. The Agency Standard is that 80% of consumers will report satisfaction with the services they receive. 1. Mental Health Crisis Intervention Overall Consumer Satisfaction Adult Consumer Satisfaction 100% Youth Consumer Satisfaction A total of 57 respondents (54 Adults/3 Youth) 2. Substance Abuse Counseling 88% Overall Consumer Satisfaction 88% Adult Consumer Satisfaction Youth Consumer Satisfaction A total of 113 respondents (112 Adults/1 Youth) 3. Mental Health Community Psychiatric Supportive Treatment 85% Overall Consumer Satisfaction 85% Adult Consumer Satisfaction 86% Youth Consumer Satisfaction A total of 195 respondents (169 Adults/26 Youth) 4. Mental Health Diagnostic Assessment Overall Consumer Satisfaction 80% Adult Consumer Satisfaction 89% Youth Consumer Satisfaction A total of 48 respondents (41 Adults/7 Youth) 6

5. Mental Health Counseling 83% Overall Consumer Satisfaction 83% Adult Consumer Satisfaction 75% Youth Consumer Satisfaction A total of 239 respondents (201 Adults/38 Youth) 6. Partial Hospitalization 86% Overall Consumer Satisfaction 86% Adult Consumer Satisfaction 88% Youth Consumer Satisfaction A total of 98 respondents (97 Adults/1 Youth) 7. Psychiatric Services (Doctor and Nurse) Overall Consumer Satisfaction Adult Consumer Satisfaction 79% Youth Consumer Satisfaction A total of 243 respondents (201 Adults/42 Youth) 8. Substance Abuse Group Counseling 89% Overall Consumer Satisfaction 89% Adult Consumer Satisfaction 92% Youth Consumer Satisfaction A total of 74 respondents (72 Adults/2 Youth) 9. Substance Abuse Crisis Intervention 60% Overall Consumer Satisfaction 60% Adult Consumer Satisfaction A total of 17 respondents (17 Adults) 10. Vocational Services 89% Overall Consumer Satisfaction 89% Adult Consumer Satisfaction A total of 5 respondents (5 Adults) 7

11. Substance Abuse Case Management 93% Overall Consumer Satisfaction 93% Adult Consumer Satisfaction A total of 2 respondents (2 Adults) 12. Substance Abuse Diagnostic Assessment 74% Overall Consumer Satisfaction 74% Adult Consumer Satisfaction A total of 5 respondents (5 Adults) OVERALL CONSUMER SATISFACTION SURVEY RESULTS: KEY: MH (Mental Health) CPST (Community Psychiatric Supportive Treatment) D.A (Assessment) 100 90 80 70 60 50 40 30 20 10 Overall Consumer (Adult and Youth) Satisfaction For Mental Health Services 89% 85% 86% 83% Figure 1 8

KEY: SA (SUBSTANCE ABUSE) D.A. (DIAGNOSTIC ASSESSMENT) 100 90 Overall Consumer (Adult and Youth) Satisfaction For Substance Abuse Services 88% 89% 93% 80 70 60 50 40 30 20 74% 60% 10 SA Counseling SA Group Counseling SA Case Management SA D.A. SA Crisis Figure 2 Overall Consumer (Adult and Youth) Satisfaction For MH & SA Services 100 90 80 83% 88% 89% 85% 93% 74% 89% 86% 70 60 60% 50 40 30 20 10 Figure 3 9

COMPARISON OF FY 12 AND FY 13 CONSUMER SATISFACTION RESULTS: Psychiatric Services Partial Hospitalization MH D.A. CPST MH Counseling MH Crisis 79% 86% 87.5% 85% 83% 83% 87.5% 0 10 20 30 40 50 60 70 80 90 100 FY 12 FY 13 Figure 4 SA D.A. 74% 79% SA Case Management 85% 93% FY 12 SA Group Counseling 71% 89% FY 13 SA Counseling 71% 88% 0 10 20 30 40 50 60 70 80 90 100 Figure 5 10

OVERALL CONSUMER SATISFACTION SURVEY RESPONSES TO SPECIFIC QUESTIONS: Respondents were asked specific questions regarding the services they received here at the Agency as well as their overall likelihood of recommending our services to friends and family. The results are as followed: Comparison of FY 12 and FY 13 Data Specific questions asked on consumer satisfaction surveys: FY 12 FY 13 1. I like the services that I received here. 93% 90% 2. If I had other choices, I would still get services from this agency. 91% 90% 3. I would recommend this agency to a friend or family member. 93% 90% Figure 6 1. When asked if the consumer liked the services they received here, the average response was 4.5 out of a possible 5 which indicates that 90% of consumers surveyed like the services they receive here. 2. When asked if the consumer had other choices, they would still get services from this agency, the average response was 4.5 out of a possible 5 which indicates that 90% of consumers surveyed would still receive services here even if they had other choices. 3. When asked if the consumer would recommend this agency to a friend or family members, the average response was 4.5 out of a possible 5 which indicates that 90% of consumers surveyed would recommend our services to a friend or family member. 4. When asked, as a direct result of services I received, I deal more effectively with daily problems: Mental Health Crisis: 72% of consumers noted improvement SA Counseling: 86% of consumers noted improvement Community Psychiatric Supportive Treatment: 84% of consumers noted improvement Mental Health Diagnostic Assessment: 76% of consumers noted improvement Mental Health Counseling: of consumers noted improvement Partial Hospitalization: 86% of consumers noted improvement Psychiatric Services: 80% of consumers noted improvement Substance Abuse Group Counseling: of consumers noted improvement Vocational Services: 86% of consumers noted improvement Substance Abuse Case Management: 90% of consumers noted improvement Substance Abuse Diagnostic Assessment: 70% of consumers noted improvement Substance Abuse Crisis Intervention: 64% of consumers noted improvement 80% of consumers surveyed noted that they deal more effectively with daily problems as a result of services received 11

The following graph represents consumer response to the following question: As a direct result of this service I received, I deal more effectively with daily problem. 100 90 80 70 60 50 40 30 20 10 0 72% 86% 84% 76% 86% 80% 86% 90% 70% 64% Figure 7 5. When asked, as a direct result of services I received, my symptoms are not bothering me as much: Mental Health Crisis: 76% of consumers noted improvement SA Counseling: 86% of consumers noted improvement Community Psychiatric Supportive Treatment: 80% of consumers noted improvement Mental Health Diagnostic Assessment: 72% of consumers noted improvement Mental Health Counseling: 76% of consumers noted improvement Partial Hospitalization: 80% of consumers noted improvement Psychiatric Services: 74% of consumers noted improvement Substance Abuse Group Counseling: 84% of consumers noted improvement Vocational Services: 86% of consumers noted improvement Substance Abuse Case Management: 90% of consumers noted improvement Substance Abuse Diagnostic Assessment: 60% of consumers noted improvement Substance Abuse Crisis Intervention: 62% of consumers noted improvement 77% of consumers surveyed report that their symptoms are not bothering them as much as a result of services received 12

The following graph represents consumer response to the following question: As a direct result of this service I received, my symptoms are not bothering me as much. 100 90 80 70 60 50 40 30 20 10 0 76% 86% 80% 72% 76% 80% 74% 84% 86% 90% 60% 62% Figure 8 6. When asked, as a direct result of services I received, I do better in social situations: Mental Health Crisis: 68% of consumers noted improvement SA Counseling: 86% of consumers noted improvement Community Psychiatric Supportive Treatment: 78% of consumers noted improvement Mental Health Diagnostic Assessment: 74% of consumers noted improvement Mental Health Counseling: 74% of consumers noted improvement Partial Hospitalization: of consumers noted improvement Psychiatric Services: 72% of consumers noted improvement Substance Abuse Group Counseling: 84% of consumers noted improvement Vocational Services: 94% of consumers noted improvement Substance Abuse Case Management: 90% of consumers noted improvement Substance Abuse Diagnostic Assessment: 52% of consumers noted improvement Substance Abuse Crisis Intervention: 40% of consumers noted improvement 75% of consumers surveyed report that they do better in social situation as a result of services received 13

The following graph represents consumer response to the following question: As a direct result of this service I received, I do better in social situations. 100 90 80 70 60 50 40 30 20 10 0 68% 86% 78% 74% 74% 72% 84% 94% 90% 52% 40% Figure 9 7. When asked, as a direct result of services I received, I am better able at controlling my overall life: Mental Health Crisis: 70% of consumers noted improvement SA Counseling: of consumers noted improvement Community Psychiatric Supportive Treatment: 80% of consumers noted improvement Mental Health Diagnostic Assessment: 70% of consumers noted improvement Mental Health Counseling: 76% of consumers noted improvement Partial Hospitalization: 80% of consumers noted improvement Psychiatric Services: 76% of consumers noted improvement Substance Abuse Group Counseling: 86% of consumers noted improvement Vocational Services: 90% of consumers noted improvement Substance Abuse Case Management: 80% of consumers noted improvement Substance Abuse Diagnostic Assessment: 64% of consumers noted improvement Substance Abuse Crisis Intervention: 40% of consumers noted improvement 75% of consumers surveyed report that they do better at controlling their overall life as a result of services received 14

The following graph represents consumer response to the following question: As a direct result of this service I received, I am better able at controlling my overall life. 100 90 80 70 60 50 40 30 20 10 0 70% 80% 70% 76% 80% 76% 86% 90% 80% 64% 40% Figure 10 ANALYSIS: Overall, the Agency saw a 53% increase in survey collection from the previous year which in numbers correlates to an additional 584 surveys being collected from consumers. Areas of improvement include: Psychiatric Services saw a 3% increase in overall consumer satisfaction Partial Hospitalization saw a 4% increase in overall consumer satisfaction Substance Abuse Counseling saw a 17% increase in overall consumer satisfaction Substance Abuse Case Management saw a 8% increase in overall consumer satisfaction Substance Abuse Group Counseling saw an 18% increase in overall consumer satisfaction Ares for improvement include: CPST saw a decrease of 2.5% in overall consumer satisfaction MH Crisis saw a decrease of 3.5% in overall consumer satisfaction SA Diagnostic Assessments saw a decrease of 5% in overall consumer satisfaction 15

NOTABLE CONSUMER COMMENTS REGARDING SERVICES: 1. Mental Health Crisis Intervention The staff was super friendly and helped me more than they will ever know. MH professional was very knowledgeable, understanding and helpful. Gave me a path to go from here. I feel more hopeful now. Thank you! Thanks for all the help. 2. Substance Abuse Counseling Of all the counselors I have seen, your clinic has made me feel like a real person equal to all others. Not as a lower person who has had problems. Thank you. My counselor is very down to earth. They picked the right profession! Counseling and med treatment has drastically improved my Quality of Life. 3. Community Psychiatric Supportive Treatment My worker is very helpful and a good listener. They help me deal with my symptoms and understand them better. I think I m doing better now than I have been. I m more independent also. My worker encouragement has helped me transform into a better me than I have been ever. It is an unrepayable debt. Thank you. 4. Mental Health Counseling I absolutely love coming here! My therapist is so wonderful! I look forward to the sessions, and feel much better than I did after my trigger. Everyone has been so wonderful and supportive! Thank you! My counselor has been an inspiration to me. They go out of their way to fully understand my problems and mental health. I feel I would not be as well today mentally or all around well balanced person if it was not for my counselor. I have appreciated the benefit I have received from my counselor; as a person and a counselor. I do recommend SPVMHC to others. I see and experience firsthand the dignity with which the staff treats people who come. The staff conducts themselves professionally and compassionately in dealing with patients. 5. Partial Hospitalization I would advise anyone to come here for treatment because our PH group and the staff are more like family than counselors and friends. I enjoy this group more than any other. I look forward to this group. 6. Psychiatric Services I am able to have a better life at home and with friends than I have been able to for years. Everyone is like family here and we are all here for each other. I like them; they re doing a great job with my kids. I will always have some issues but I m doing so much better. Thanks for your services. 16

DEMOGRAPHIC INFORMATION REGARDING CONSUMERS: Based upon representative sampling: Gender 320 Female 644 Male Race/Ethnicity Figure 11 40 24 4 36 African-American Hispanic Native American Caucasion 732 Multi-Racial Figure 12 17

Age 120 Youth Adult 976 Figure 13 AREAS INDICATED FOR QUALITY IMPROVEMENT PLAN: Substance Abuse Diagnostic Assessment overall consumer satisfaction needs to increase by 6% in FY 14 from 74% to 80%. Substance Abuse Crisis Intervention overall consumer satisfaction needs to increase by 20% in FY 14 from 60% to 80%. The Agency will work to achieve percentages of 95% or greater for the following questions: o I like the services that I received here. o If I had other choices, I would still get services from this agency. o I would recommend this agency to a friend or family member. 80% of consumers surveyed noted per Question 4 on the Consumer Satisfaction Survey that they were able to deal more effectively with daily problems as a direct result of the services they received. The Agency will work to increase this 80% overall result by 5% in FY 14 to 85%. The Agency will work to increase overall survey completion from 1,096 to 1,300 surveys in FY 14. This represents a 15% increase from FY 13. All staff will work to increase overall completed youth surveys from 120 to 200 which indicates a 40% increase in overall surveys completed and turned in by youth consumers. 18