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QUESTION: How often does your organization obtain feedback from individuals/families regarding your services &/or programs? What format does your organization use to obtain feedback (surveys, town halls, small focus groups, etc.)? Every year, our company completes a satisfaction survey with individuals/families/guardians. We mail flyers that contain a self-addressed/stamped post card for people who wish to respond in that manner, but we also provide a link to the online survey (Survey Monkey) which contains the same 5 questions. The completion of the survey should take less than 3 minutes. We manually enter the the responses from the mailed in postcards and are able to compile the combined responses. Our facility utilizes Satisfaction Surveys completed on an annual basis for our service recipients and family members. We use a combination of several methods of obtaining feedback: Customer complaint process if issues arise concerning satisfaction of services throughout the year Annual Satisfaction Survey completion of both person served and parent/guardian/advocate Discussion during quarterly team meetings Accessibility survey conducted every other year Quality of Life survey which incorporates many of the question relating to National Core Indicators Family Forum meetings throughout the year when specific information is needing shared Self-Advocates group that provides feedback regularly to the organization Once a year, we complete a Consumer Satisfaction Survey for each one of our client's that participates in Day Services and lives in our Group Homes. The survey consists of about 5-10 questions and is completed through face to face interviews. Each client has the right to choose whether to participate in the survey or not. In our survey we use a Yes-No-Unsure picture chart for clients that are non-verbal. We take the results of the satisfaction survey and create an overview and report. We share the yearly report with clients, families, stakeholders, Board of Directors, CARF, etc. For our Employment Services, we mail a survey to every consumer as a part of our discharge process. We include a self-addressed, stamped envelope. We survey our consumers who are employed and currently receiving services twice annually. We also survey their employers twice annually. We utilize written surveys. We distribute them via mail, e-mail or in person - depending on either their preference or using the method that seems most likely to get a response. And, I will add that we are typically able to gather a very good sample of surveys. We do this annually – combination of Survey Monkey and paper surveys. CARF has helped us with ways to be engaged with consumers of all abilities by using happy or sad faces, etc. Annually however, one of the best measures is with our own employees. We have a process of internal collaboration across departments from CEO to drop in staff that engages feedback anonymously so that people can feel free to give feedback and express our need for growth in certain areas. We make changes as an organization every year based on this feedback. In our Supported Living program the managers visit clients and interview them once per year using a client survey. Families are sent a survey annually. Any negative comments or issues are then taken back to the team to be addressed. Clients are also interviewed at the end of our fiscal year to give input on DSP reviews. We also have a Client Communication group and a Tenant Council that meets quarterly and discusses issues and concerns. Our organization has an area on our website that allows for posting ongoing feedback. We also send out surveys at least once a year. This information is a compilation of suggestions, ideas, and opinions shared by INARF Members in response to the featured question. This information should not be considered official interpretation or guidance of State or Federal Policy. Additionally, statements within this document do not necessarily reflect an official position or opinion of INARF.
QUESTION: How often does your organization obtain feedback from individuals/families regarding your services &/or programs? What format does your organization use to obtain feedback (surveys, town halls, small focus groups, etc.)?