Children, Youth, and Family Services Division

CYFS: Client Satisfaction- % Clients Believe I Would Recommend This Program to a Friend or Colleague, by FY

82%FY 2019

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Story Behind the Curve

Updated by: Lynn Jones

Last Updated: October 28, 2019


WCMHS administered its 8th Client Satisfaction Survey in May 2019 (5/20/19 - 6/7/2019) across 5 agency divisions. This administration was implemented in coordination with the School Based Client Satisfaction Survey to help alleviate the issue of survey fatigue. The School Based Survey incorporated the same core questions as the general WCMHS Client Satisfaction Survey in accordance with the Statewide Unified Satisfaction Survey. For fidelity of the survey all clients/consumers were asked the same six questions as all other Designated Agencies: "I received the help I needed", "I received the services that were right for me", "Staff treated me with respect", "The services I received made a difference", "My quality of life has improved as a result of the services I received", and "I would recommend this program to a friend or colleague." An additional question was added for Developmental Services recipients only, "I like where I live."  Consumers were asked to respond to 12 questions assessing agency and staff quality as well as a rating their experience of the services they received using a 5-point Likert scale. These 12 questions were followed with 1 question asking for the likelihood to recommend WCMHS to a friend or a colleague using a 0-10 scale and a write-in comment section.

FY19:

   571      Agency –wide (5/20/19 – 6/7/19)

+ 120     CYFS School Based Services (May 2019)

  691       Total = [691 Agency-wide surveys collected/3961 unique clients served = ~17.44% response rate]

Overall, 85.95% of CYFS respondents provided a positive response (6-10 on increasing scale) to the question, "I would recommend this program to a friend or colleague."

"Extremely Likely" (10)-52.07% (9)-8.26%

FY 18:

745 Total Respondents agency wide = [745 Agency surveys collected/4276 unique Agency clients served = ~17.42% Agency response rate]

253 Total Respondents CYFS= [253 CYFS surveys collected/765 unique CYFS clients served = ~33.07% CYFS response rate]

Overall, 87.09% of respondents provided a positive response (6-10 on increasing scale) and believe, "I would recommend this program to a friend or colleague"

"Extremely Likely" (10)- 62.37% (9)- 13.98%

 

FY17:

573 Total = [573 surveys collected/3,892 unique clients served = ~14.72% response rate]

Overall, 38.51% of respondents provided a positive response (6-10 on increasing scale) and believe, "I would recommend this program to a friend or colleague"

 

"Extremely Likely" (10)- 27.33% (9)- 3.73%

These survey results also incorporate a CYFS School Based Services Children/Youth Satisfaction Survey that was administered during May and June of 2017.

FY16:

796 Total = 20% response rate.

For CYFS, the # of surveys collected decreased from 428 to 198.

Overall, 83.06% of respondents provided a positive response (6-10 on increasing scale) and believe, "I would recommend this program to a friend or colleague"

"Extremely Likely" (10)-52.42% (9)- 11.29%

CYFS Collection Results
FY 15 92
FY 16 428 (126 CYFS)
FY 17 198 (65 CYFS)
FY 18 253 (93 CYFS)
Partners

The VT Council's Outcomes Group worked together to write one evaluation tool that was used across the DA's. Internal partners include all the programmatic staff that work with clients, administrative staff and the QA Coordinator to oversee the entire process.

What Works

To standardize measures, outcome definitions and survey tools, the VT Council Outcomes Group has coordinated the dissemination of the Client Satisfaction Survey for all DA's. This approach works as it helps our agencies, as a system of care, talk about the work that we do in a unified and meaningful way.

At WCMHS, in order to facilitate participation, surveys were disseminated across the agency and were created and administered with specific respect for each of our 6 unique Divisions. Within the Children, Youth and Family Services division, paper copies and a computer Kiosk were provided within the waiting room area. During the administration period, front office staff requested each person served/parent who came into the office for services to complete the survey by whichever method they preferred. To avoid survey fatigue, data collected during the spring administration of the CYFS School Based Satisfaction Survey were used as part of the overall CYFS Client Satisfaction Survey.

All answers remained anonymous; however, staff provided assistance to respondents when appropriate and requested. Our survey design in particular also seems to work well for a successful administration: A one-page, colorful, illustrated survey for ease of participation.

Action Plan

WCMHS will continue to work with the VT Council's Outcome Group to obtain guidance and support surrounding survey administration and with meeting our goal of increasing response rates.

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