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QUESTION: We would like to hear from other members how they conduct individual surveys and ensure that you capture individuals’ input. We find that staff must provide significant assistance and are concerned that the individual’s feedback may be overlooked or captured incorrectly and/or feedback could be influenced by the person assisting with the survey. Does anyone out there have a good process or practices they could share? We have an admin in the local office responsible for auditing waiver home manager cash management / other financial stuff. They would go do the client satisfaction surveys, since they were not a staff member, but was usually a familiar face. We believe that would enable both comfort and candor on the client side. We utilize outside volunteers to conduct our surveys and capture all of the information. These volunteers are impartial and are able to gather information and obtain responses without bias. They provide us with the information, and we use it to address any issues, acknowledge positive responses and include it in our Strategic Planning. The responses collected are captured accurately and thoroughly. The surveys are conducted in person via Survey Monkey and when not possible, they are mailed to individuals/guardians. We do obtain much better results with the in-person surveys, which is expected. Our volunteers receive background checks prior to being involved and they are to be approved by the Leadership Team. They sign confidentiality agreements as well that prohibits them from discussing the information collected with anyone outside of our agency. Approaches we have used in the past: Because you would not want the staff who works with that individual to assist in completing the survey, we have sent staff from other departments to the workshop to complete surveys. For those individuals who have very limited means of communication it is even more involved. At any time there is a guardian involved the survey goes to the guardian. The “process” of sitting individually with a person with limited communication skills and asking them questions and recording their responses…could be a worthwhile use of time and perhaps a new experience for the individual…just not sure you will be getting valid information. Sometimes observational comments are more insightful, “Joey smiles when the van comes to the house to take him to the workshop” could be an indication that he likes going there. “Jane runs into her room and slams the door when the home health worker arrives is a pretty good indicator there is a problem." 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: We would like to hear from other members how they conduct individual surveys and ensure that you capture individuals’ input. We find that staff must provide significant assistance and are concerned that the individual’s feedback may be overlooked or captured incorrectly and/or feedback could be influenced by the person assisting with the survey. Does anyone out there have a good process or practices they could share?
We have an admin in the local office responsible for auditing waiver home manager cash management / other financial stuff. They would go do the client satisfaction surveys, since they were not a staff member, but was usually a familiar face. We believe that would enable both comfort and candor on the client side.
We utilize outside volunteers to conduct our surveys and capture all of the information. These volunteers are impartial and are able to gather information and obtain responses without bias. They provide us with the information, and we use it to address any issues, acknowledge positive responses and include it in our Strategic Planning. The responses collected are captured accurately and thoroughly. The surveys are conducted in person via Survey Monkey and when not possible, they are mailed to individuals/guardians. We do obtain much better results with the in-person surveys, which is expected.
Our volunteers receive background checks prior to being involved and they are to be approved by the Leadership Team. They sign confidentiality agreements as well that prohibits them from discussing the information collected with anyone outside of our agency.
Approaches we have used in the past: Because you would not want the staff who works with that individual to assist in completing the survey, we have sent staff from other departments to the workshop to complete surveys.
For those individuals who have very limited means of communication it is even more involved. At any time there is a guardian involved the survey goes to the guardian. The “process” of sitting individually with a person with limited communication skills and asking them questions and recording their responses…could be a worthwhile use of time and perhaps a new experience for the individual…just not sure you will be getting valid information. Sometimes observational comments are more insightful, “Joey smiles when the van comes to the house to take him to the workshop” could be an indication that he likes going there. “Jane runs into her room and slams the door when the home health worker arrives is a pretty good indicator there is a problem."