Client Satisfaction Survey Results
FISCAL YEAR 2010-2011 – 2nd Quarter
In our continuing efforts to provide excellent care and services to our clients, New Horizons distributes client satisfaction questionnaires throughout the year to people served in all programs.
A total of 600 questionnaires were returned... 496 adults … 73 teens ... 31 children.
Below is an analysis of the results for adult, teen and children’s services, from the 2nd quarter of the 2010-2011 fiscal year.
Results for Adult Services
Overall satisfaction for adult services was 95%.
Table 1 shows the overall satisfaction rate for each indicator.
Table 1 - Adult Services
|
Responses |
Satisfaction Score |
|
|
1 |
I was treated with respect. |
96% |
|
2 |
I was seen for services on time. |
93% |
|
3 |
I was able to talk with staff when I needed to. |
94% |
|
4 |
I received services when I needed them. |
95% |
|
5 |
It was easy for me to get to the office. |
93% |
|
6 |
If I had a complaint(s)), it was handled well. |
94% |
|
7 |
I received services that were helpful. |
96% |
|
8 |
The staff helped me find other services that I needed. |
94% |
|
9 |
Overall, I am satisfied with the services that I received. |
96% |
|
10 |
The staff care about whether I get better. |
96% |
|
11 |
I have become more independent. |
93% |
|
12 |
If I were to have problems I would return to this program. |
96% |
|
13 |
The program has helped me improve the quality of my life. |
95% |
|
14 |
I would recommend this program to other people who need
help. |
95% |
|
15 |
I feel free to complain. |
92% |
|
16 |
The staff involved me in m treatment goals. |
96% |
|
17 |
I am better bow at dealing with people and situations that
used to be a problem for me. |
92% |
|
18 |
The staff respected my ethnic background. |
97% |
|
19 |
The services focused on my needs. |
95% |
|
20 |
The staff person whom I have worked with most closely with
has been helpful. |
97% |
|
21 |
I feel comfortable asking questions about myself. |
96% |
|
22 |
This program has helped me to feel better about myself. |
95% |
|
23 |
Information was presented to me in a way that was
understanding. |
96% |
|
24 |
I felt safe going where the offices were located. |
96% |
|
25 |
It was easy to get around the buildings, office, and
restrooms. |
97% |
|
26 |
Costs for services were explained to me. |
92% |
Results for Teen's Services
The overall satisfaction score for teen’s services was 94%.
Table 2 shows the overall satisfaction rate for each indicator.
Table 2 - Teen's Services
|
Responses |
Satisfaction Score |
|
|
1 |
I was treated with respect. |
97% |
|
2 |
I was seen for services on time. |
95% |
|
3 |
I was able to talk with staff when I needed to. |
94% |
|
4 |
I received services when I needed them. |
96% |
|
5 |
It was easy for me to get to the office. |
94% |
|
6 |
If I had a complaint(s), it was handled well. |
94% |
|
7 |
I received services that were helpful. |
97% |
|
8 |
The staff helped me find other services that I needed. |
95% |
|
9 |
Overall, I am satisfied with the services that I received. |
96% |
|
10 |
I felt I had someone to talk to when I was troubled. |
95% |
|
11 |
I am better able to cope when things go wrong. |
87% |
|
12 |
I helped to choose my treatment goals. |
93% |
|
13 |
I get along better with friends and other people. |
89% |
|
14 |
I got as much help as I needed. |
94% |
|
15 |
The staff respected my ethnic background. |
99% |
|
16 |
I helped to choose my services. |
91% |
|
17 |
I get along better with my family members. |
82% |
|
18 |
Staff spoke with me in a way I understood. |
97% |
|
19 |
I got the help I needed. |
94% |
|
20 |
I was free to practice my religion. |
97% |
|
21 |
I felt safe going where the offices were located. |
96% |
|
22 |
I felt comfortable talking with staff. |
96% |
|
23 |
The staff kept my information private, as much as
possible. |
97% |
Results for Children's Services
The overall satisfaction score for children’s services was 92%.
Table 3 shows the overall satisfaction rate for each indicator.
Table 3 - Children's Services
|
Responses |
Satisfaction Score |
|
|
1 |
Everyone was nice to me. |
94% |
|
2 |
I didn’t have to wait too long. |
83% |
|
3 |
I had someone to talk to me when I wanted them to. |
92% |
|
4 |
I got the help I needed. |
97% |
|
5 |
If I didn’t like something, they helped me. |
95% |
|
6 |
I got the help that I wanted. |
96% |
|
7 |
I am happy I came here. |
90% |
|
8 |
I know what to do if I have a problem. |
97% |
|
9 |
I got to help pick things to help me. |
92% |
|
10 |
I get along better with friends and other people. |
92% |
|
11 |
Things were explained to me. |
97% |
|
12 |
I didn’t feel any different than anyone else. |
77% |
|
13 |
I understood most things. |
90% |
|
14 |
I was allowed to believe in anything I wanted to. |
92% |
|
15 |
I felt safe in the office. |
91% |
|
16 |
My counselor/staff kept things private when they can. |
96% |