Transcript Slide 1

2011
Consumer Satisfaction Survey
New Mexico
Behavioral Health
Purchasing Collaborative
The Consumer Satisfaction Project
 An annual collaborative effort of the Human Services
Department: Behavioral Health Services Division; Medical
Assistance Division and Children,Youth and Families Department.
 Surveys adults, youth and family members of children who receive
state funded behavioral health services.
 Participants are randomly selected and participate in either face to
face or telephone surveys.
 The CSP surveys serve two purposes:
 To inform a quality improvement process to strengthen services
in New Mexico and
 To fulfill federally mandated data reporting requirements.
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2011 Survey Respondents & Gender
 1186 individuals participated in the surveys:
 665 Adults
 409 Family Members of Children
 132 Youth
 Gender:
 Adult and Family Surveys:
 520 Females – 48.34%
 529 Males – 50.19%
 5 Unknown – 0.47%
 Youth Survey:
 66 Females – 50%
 63 Males – 48%
 3 Unknown – 2%
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2011 Demographics
Adult & Family
Youth
US Census 2010
New Mexico
American Indian /Alaska Native
7.4%
7%
9.4%
Asian
.28%
1%
1.4%
Black (African American)
2.66%
2%
2.1%
Native Hawaiian /Pacific Islander
.57%
0.1%
White (Caucasian)
46.68%
21%
Unknown/Missing
5.41%
3%
37%
55%
Others
Multi-racial
68.4%
11%
3.7%
Hispanic /Latino
56.55%
72%
46.3%
Not Hispanic/Latino
37.10%
23%
40.5%*
Unknown/Missing
6.36%
5%
*Includes onlyWhite/Non-Hispanic
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2011 Demographics
Adult & Family Surveyed
by Age Range
nknown 65-74
2%
3%
Youths Surveyed
by Age Range
0-5
5%
50-64
18%
Missing
6%
6-14
34%
17-18
24%
13-14
26%
40-49
12%
22-39
23%
11-12
14%
15-16
30%
18-21
3%
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Access
Entry into behavioral health services is quick, easy and convenient
Adult
Child/Family
Adult Access Domain
Percent Positive Responses Over 5 Years
1
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
0.87
0.89
0.87
0.88
2006
2007
2008
2009
Child/Family Access Domain
Percent Positive Reponses Over 5 years
0.81
0.83
2010
2011
Differences from 2010 and 2011 Surveys
• 2 questions decreased slightly:
•Location of services (.84 to .83)
•Staff sensitive to cultural background
(.84 to .83)
• All other questions increased
1
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
0.91
0.91
0.9
0.91
2006
2007
2008
2009
0.85
0.85
2010
2011
Differences from 2010 and 2011 Surveys
• Location of services question decreased
(.86 to .82)
• Services times available question increased
(.86 to .88)
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Appropriateness
Services are individualized to address a consumer’s strengths and
needs, cultural context, preference and recovery goals
1
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
Adult
Child/Family
Adult Appropriateness Domain
Percent Positive Responses Over 5 Years
Child/Family Appropriateness Domain
Percent Positive Responses Over 5 years
0.88
0.89
0.88
0.88
2006
2007
2008
2009
0.8
0.83
2010
2011
Differences from 2010 and 2011 Surveys
• 1 question had a significant difference:
• Encouraged to use consumer run
programs increased from .65 to .74
• 9 questions showed an increase
• 3 questions showed a decrease
• 1 question remained the same
1
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
0.9
0.9
0.9
0.9
0.88
0.89
2006
2007
2008
2009
2010
2011
Differences from 2010 and 2011 Surveys
• 7 questions showed an increase
• 4 questions showed a decrease
• 1 question remained the same
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Satisfaction
Adults, youth, children and families are generally happy with services
Adult
Child/Family
Adult Satisfaction Domain
Percent Positive Responses Over 5 Years
1
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
0.85
0.89
2006
2007
Child/Family Satisfaction Domain
Percent Positive Responses Over 5 Years
0.84
0.82
0.8
0.83
2008
2009
2010
2011
Differences from 2010 and 2011 Surveys
• No questions showed a significant difference
from 2010
• All questions experienced an increase in
proportion positive
1
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
0.91
0.91
0.92
2007
2008
2009
0.8
2006
0.87
0.88
2010
2011
Differences from 2010 and 2011 Surveys
• 11 questions showed an increase
• 4 questions showed a decrease
• 4 questions remained the same
• People listen and understand increased from
.86 to .92
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Effectiveness
The extent to which services provided to individuals with behavioral
health needs have a positive or negative effect on their well-being, life
circumstances and capacity for self-management and recovery
1
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
0.8
2006
Adult
Child/Family
Adult Effectiveness Domain
Percent Positive Responses Over 5 Years
Child/Family Effectiveness Domain
Percent Positive Responses Over 5 Years
0.8
2007
0.81
2008
0.8
2009
0.61
0.63
2010
2011
1
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
0.9
2006
0.87
2007
0.84
2008
0.88
2009
0.54
0.53
2010
2011
Differences from 2010 and 2011 Surveys
Differences from 2010 and 2011 Surveys
• 1 question had a significant change – I have tools
to understand and prevent relapse (.45 to .54)
• 18 questions showed an increase
• 5 questions showed a decrease
• 2 questions remained the same
• 8 questions showed an increase
• 11 questions showed a decrease
• 1 question remained the same
• Child is better able to cope (.76 to .68)
• Child is doing better in school/work (.73 to .69)
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Empowerment
Perception by individuals and families that they have more control over their situations and
the available encouragement, support and techniques offered by the providers
1
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
0.89
2006
Adult
Child/Family
Adult Empowerment Domain
Percent Positive Responses Over 5 Years
Child/Family Empowerment Domain
Percent Positive Responses Over 5 Years
0.89
2007
0.88
2008
0.89
2009
0.75
0.79
2010
2011
Differences from 2010 and 2011 Surveys
• 1 question had significant difference:
• Encouraged to use consumer run
programs increased from .65 to .74
• 6 questions showed an increase
• 1 question showed a decrease
• 1 question remained the same
1
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
0.84
2006
0.9
0.9
0.9
0.9
0.91
2007
2008
2009
2010
2011
Differences from 2010 and 2011 Surveys
• 5 questions showed and increase
• 2 questions showed a decrease
• Participated in child’s treatment increased
from .93 to .96
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Medication Related Questions*
• 27.2% of adults indicated they experienced harmful medication side effects.
• 75.4% of adults indicated staff told them what side effects to watch out for.
• 80.8% of adults indicated the medications they are taking help control the
symptoms that used to bother them.
• 16.7% indicated their child experienced harmful medication side effects.
• 87.1% indicated staff told them what side effects to watch for regarding prescribed
medications for their child.
• 81.2% indicated the medications their child is taking helps their child control the
symptoms that used to bother him or her.
* N/As and blanks removed
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Substance Abuse Questions*
Adult Survey
• 89.4% of adults indicated they have reduced their abuse of drugs and/or alcohol.
• 79.4% of adults indicated they have stopped using drugs and/or alcohol.
• 85.5% of adults indicated they have the tools they need to understand and prevent
relapse.
Family Survey
• 45.5% indicated their child has stopped using drugs and/or alcohol.
• 68% indicated their child has the tools he/she needs to understand and prevent
relapse.
* N/As and blanks removed
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Housing*
Adult Survey
• 69.2% of adults indicated their housing needs were part of their treatment plan.
• 65.4% of adults indicated when they had a housing problem, the staff helped them
solve it.
• 71.3% of adults indicated their housing situation has improved.
Family Survey
• 76.7% indicated their housing needs are part of their child’s treatment plan.
• 64.6% indicated when their family has a housing problem, the staff helps us solve it.
• 74.5% indicated because of the staffs’ help, their family’s housing situation is better.
* N/As and blanks removed – Includes only individuals who indicated housing is important to MH/Recovery
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Youth Satisfaction/Families/Relationships
• The majority of youth surveyed
had lived with one or both
parents at some point (81%)
over the previous six months
• Less than half of the
respondents (44%) were
living with both parents.
Currently Living
with Both Parents
Missing
3
2%
No
71
54%
Yes
58
44%
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Youth Satisfaction/Families/Relationships
EFFECTS
N
Strongly
Disagree/Disagree
Undecided
Agree/Strongly
Agree
Missing
Avg
I am better at handling daily life.
I get along better with family
members.
I get along better with friends and
other people.
I am doing better in school
and/or work.
I am better able to cope when
things go wrong.
I am satisfied with my family life
right now.
132
4
16
111
1
4.07
132
11
15
105
1
3.90
132
5
14
112
1
4.08
132
5
18
108
1
4.05
132
8
12
111
1
3.95
132
7
11
113
1
4.06
• 86% of youth agreed or strongly agreed that they were satisfied with their family life at
the time of the survey.
• 85% of youth agreed or strongly agreed that they got along better with friends and other
people outside of family.
• 84% of youth agreed or strongly agreed that they were better at handling daily life as well
as coping with difficult situations.
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Youth Guided Treatment
Youth Access to Treatment
When asked if they had helped to choose their services:
 Respondents gave the highest number of negative and undecided
responses (17% for both).
Other negative responses included:
 Convenience of location
9% Disagree or Strongly Disagree
 Amount of help received in regards to patient’s needs
8% Disagree or Strongly Disagree
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Youth Health
Health Check Up in Past Year
 63% of respondents had a
health check up in the past
year.
Don't
remember
6
5%
Missing
7
5%
 49% were seen in a clinic or
office.
 14% were seen in an
emergency room.
 27% did not have a check-up
in the past year.
Yes, in clinic
or office
64
49%
No
36
27%
Yes, in
hospital or
ER
19
14%
17
Youth Medication
On Medication for Emotional or
Behavioral Problems
30% of respondents
were on medication
for emotional or
behavioral problems
Missing
2
2%
No
90
68%
Yes
40
30%
18
Youth School Attendance
Absences From School in Last Month
The majority of youth
surveyed reported
being absent only one
or two days during the
last month.
NA/Not in
school
9
7%
Missing
2
2%
Don't
remember
19
14%
More than 10
days
7
5%
6 to 10 days
2
2%
3 to 5 days
24
18%
1 day or less
46
35%
2 days
23
17%
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2011
Consumer Satisfaction Survey
Consumer Satisfaction Project Future
The Office of Consumer Affairs (OCA) will develop a task force to determine
solutions within the communities to address gaps identified in the survey.
The Consumer Satisfaction Project Work Team are:
• Gathering best practices from other states regarding survey methodology;
• Researching the most effective way to use data collected to improve services;
• Inviting individuals and family members to engage in the processes with the
CSP team.
The Consumer Satisfaction Survey Reports and Appendices
are available on-line on the
New Mexico Behavioral Health Collaborative Website.
http://www.bhc.state.nm.us/BHQualityEvaluations/QualityImprovement.html
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