ARTICLE
QUESTION: How does your agency currently solicit consumer satisfaction feedback? What are the pros and cons of the approach that you use? If you use a standardized survey/assessment, what is it and do you think it is effective? How do you use the feedback to implement change? We would appreciate examples if any agencies are willing to provide them. Our agency has created a Consumer Satisfaction Survey. It consists of 25-30 questions as to how satisfied clients are with services, community access, staff, safety, the choices they have, the building, etc. The Quality Assurance Coordinator goes to each Day Service site in November and sits down with each client for a face to face survey. Each question is asked in a way the client understands. Using only one surveyor allows for questions to be asked consistently with everyone. Unfortunately, the individuals that we do not get input from are those that choose not to participate and those that do not communicate in any way. At this time, we have not asked for input from family and caregivers but would like to develop a Satisfaction Survey for this group in the future. Once the results are in, we look at the data to find out where the agency is lacking. We develop goals for the agency for the coming year. The same survey is utilized for a three year period before any revisions are made, allowing us to monitor progress on goals. *** Our agency collects data and feedback in two different ways: a post card sent to the home for family/caregiver input and face to face interview directly with the consumer. We have found these methods to be effective. We conduct follow up by having management contact the consumers and families depending o the feedback provided for specific questions. *** Our agency uses multiple modalities, including an electronic survey, phone calls, customer service availability and a stakeholder advisory committee. Our electronic survey has the advantage of flexibility on every front, as well as the ability to automatically configure responses at a variety of levels, bot summary and individual. The other approaches help us to ensure that we reach individuals and guardians who do not have access to e-mails or the internet. We are able to add their information manually to the data base, which is more time consuming, but can combine all responses for a more complete result summary. We created a survey specific to the issues that have historically been found to be of importance to the population served and to the services rendered. In order to utilize the survey results and work towards change, we hold routine management meetings during which the information is reviewed and decisions on any needed changes are made. We will also provide consumer feedback to the stakeholder committees so they may provide input as well. *** We solicit feedback from individuals in all programs, Board of Directors, family members, funders and staff members annually. The information obtained is reviewed with members of the management team to make decisions about program modifications, staff training needs, accessibility issues, and follow up on any negative comments for clarification and understanding. *** Please see attached sample surveys. 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.
Our agency has created a Consumer Satisfaction Survey. It consists of 25-30 questions as to how satisfied clients are with services, community access, staff, safety, the choices they have, the building, etc. The Quality Assurance Coordinator goes to each Day Service site in November and sits down with each client for a face to face survey. Each question is asked in a way the client understands. Using only one surveyor allows for questions to be asked consistently with everyone. Unfortunately, the individuals that we do not get input from are those that choose not to participate and those that do not communicate in any way. At this time, we have not asked for input from family and caregivers but would like to develop a Satisfaction Survey for this group in the future. Once the results are in, we look at the data to find out where the agency is lacking. We develop goals for the agency for the coming year. The same survey is utilized for a three year period before any revisions are made, allowing us to monitor progress on goals.
***
Our agency collects data and feedback in two different ways: a post card sent to the home for family/caregiver input and face to face interview directly with the consumer. We have found these methods to be effective. We conduct follow up by having management contact the consumers and families depending o the feedback provided for specific questions.
Our agency uses multiple modalities, including an electronic survey, phone calls, customer service availability and a stakeholder advisory committee. Our electronic survey has the advantage of flexibility on every front, as well as the ability to automatically configure responses at a variety of levels, bot summary and individual. The other approaches help us to ensure that we reach individuals and guardians who do not have access to e-mails or the internet. We are able to add their information manually to the data base, which is more time consuming, but can combine all responses for a more complete result summary. We created a survey specific to the issues that have historically been found to be of importance to the population served and to the services rendered. In order to utilize the survey results and work towards change, we hold routine management meetings during which the information is reviewed and decisions on any needed changes are made. We will also provide consumer feedback to the stakeholder committees so they may provide input as well.
We solicit feedback from individuals in all programs, Board of Directors, family members, funders and staff members annually. The information obtained is reviewed with members of the management team to make decisions about program modifications, staff training needs, accessibility issues, and follow up on any negative comments for clarification and understanding.
Please see attached sample surveys.