Transcript Consumer Satisfaction with Services Survey Results April

Consumer Satisfaction with
Services Survey Results
April-May 2015
Tillamook Family Counseling Center
906 Main Avenue
Tillamook, Oregon
Thank you
for your
feedback!
Tillamook Family Counseling Center - 906 Main Avenue - Tillamook, OR 97141
Final Report on Results:
2015 Consumer Satisfaction with Services Survey
Survey Period (4 weeks): April 6 - May 1, 2015
Report prepared by Mary Ann Dearborn, LCSW
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“Do you AGREE or DISAGREE with each statement?”
The staff here treat me / my child with respect and dignity at all times.
I would recommend this agency to a friend or family member.
I am satisfied with how quickly the staff here return my calls.
Staff here help people of all ages recover, grow, change and succeed.
My child is / I am responsible for following the recovery plan I help to create here.
I / We meet with staff here in a safe place.
My / Our culture, values, and beliefs are respected here.
Staff here consider the whole situation, not just mental health / alcohol or other drug issues.
I feel safe telling staff about problems I am having here.
I can talk to a staff person or complete a complaint form if I have a problem with services here.
Staff suggest ways I could connect with supports (in addition to mental health services) (in addition to
alcohol or other drug services) that could help me / my child recover.
I know how to find local self-help resources, for example, groups/classes for myself/my family.
I have / my child has had one or more traumatic event(s) in life that affected my / my child’s mental health
and/or alcohol or other drug use.
Staff here consider the effects of trauma and abuse in the care they provide.
Staff here prescribe medication for (me) (my child).
If you agreed with #15: I was told what medication side effects to watch for.
I am / my child is talking about (mental health) (alcohol or other drug) issues with the counselor.
18 I think I / my child may have a (mental health) (alcohol or other drug) problem.
20 Staff treat me / my child unfairly.
21 If you agreed with #20: I feel staff have treated me / my child unfairly because of my / our…
…race/ethnicity=0, age=0, gender=0, sexual orientation=0, religion=0, physical disability=0, other=4 (2 specified a reason)
23 I had help completing this survey from… staff=11, friend=0, caseworker=0, volunteer=0, family=4, other=0
22 One thing TFCC could do to improve the services I / my child received (n=28)
(n=11) –more privacy; more polite, respectful, optimistic responses; give sooner and more frequent services,
give color code the night before, be more accessible to no-/low-income people
Mental Health Services
Mental Health Services
Consumers 14+ years old
#served: 113
#surveys: 45
Consumers 14+ years old
#served: 174
#surveys: 78*
Parents of Consumers <18 years old
#served: 97
#surveys: 26
Resp. Rate: 40%
Resp. Rate: 45%
Resp. Rate: 27%
Length of Time in Services:
Length of Time in Services:
Length of Time in Services:
*includes 1 EASA client
<1 month
1-6 months
6-12 months
>1 year
June 10, 2014
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2
3
4
5
6
7
8
9
10
11
Alcohol/Drug Services
Agree
98%
98%
93%
98%
100%
100%
100%
98%
98%
95%
18%
60%
11%
11%
<1 month
1-6 month
6-12 month
>1 year
(%)
Agree
100%
97%
92%
96%
100%
100%
99%
96%
91%
86%
10%
28%
26%
36%
(%)
<1 month
1-6 month
6-12 month
>1 year
15%
47%
15%
23%
Agree
(%)
96%
100%
89%
95%
100%
100%
100%
96%
100%
94%
100%
100%
86%
86%
94%
91%
82%
98%
0%
-84%
81%
93%
46%
85%
46%
58%
94%
27%
86%
8%
84%
(n=0)
28%
(n=3)
4%
(n=1)
“I keep getting switched to so
many people”
“size, confidentiality”
(n=9, “staff”)
(n=16)
(n=4, “family”)
(n=2)
-(n=2, “staff”)
(n=11)
(n=16) –more privacy in lobby and check-in area, be punctual, more frequent sessions, return calls faster, use
current phone#, administer training re DD with anger & emotional trauma, hear both sides of story, less staff
turnover, focus on mental health
(n=2) listen delicately, provide more weekly
sessions for children