Transcript Perception of Care


Provide quality care

Perform continuous quality improvement

Use a person-centered approach
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

Enhance retention and post treatment
outcomes
Be consumer driven
Meet managed care and funders
requirements
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A client’s satisfaction with treatment has
been shown to significantly contribute to
treatment completion and/or treatment
retention which, in turn, has been show to
be related to favorable treatment outcomes (Zhang, Gerstein & Friedman,
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2008).
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In one study examining predictors of retention in methadone
programs, treatment satisfaction was one of two variables that
were the strongest predictors of retention (Villafranca, McKellar, Trafton,
& Humphreys, 2006).
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In a longitudinal study examining the relationship between drug
treatment services in residential and outpatient programs,
findings indicated that treatment satisfaction independently and
significantly contributed to either longer treatment retention or
treatment completion (Hser, Evans, Huang, & Anglin, 2004).
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A study examining satisfaction and sustained outcomes of drug abuse
treatment among clients attending methadone, outpatient, and residential
programs found that clients who had high treatment satisfaction nearing the
treatment discharge had a significant positive relationship with drug use
outcomes nearly one year post treatment discharge. In fact, this finding was
independent of the separately measured effects of treatment duration,
counseling intensity, patient adherence to treatment protocols, pretreatment drug use patterns, and other client and organizational
characteristics (Zhang, Gerstein & Friedmann, 2008).
Samaritan Village
.
11
Residential
Programs
11
Outpatient
Programs
2
MMTPs
1
Mental
Health
Program
1 Community
Residence
Question
Services
A) When I needed services right away, I was able to see someone.
B) This program helped me develop a plan for when I feel stressed.
C) The people I went to for services spent enough time with me.
D) I helped to develop my service/treatment goals.
E) The people I went to for services were sensitive to my cultural background.
F) I was given information about different services that were available to me.
G) I was given enough information to effectively handle my problems.
Coping
H) I am less bothered by my symptoms.
I) I am better able to cope when things go wrong.
J) I am better able to accomplish the things I want to do.
K) I am not likely to use alcohol and/or other drugs.
L) I am doing better at work/school.
M) I get along with my teachers/boss.
CONNECTIONS
N) There is someone who cares about whether I am doing better.
O) I have someone who will help when I have a problem.
P) I have people in my life who are a positive influence.
Q) The people I care about are supportive of my recovery.
R) People count on me to help them when they have a problem.
S) I have friends who are clean and sober.
T) I have someone who will listen to me when I need to talk.
USING IS A PROBLEM
U) Using alcohol and/or drugs is a problem for me.
V) I need to work on my problems with alcohol and/or drugs.
Recommendation
W) I would return to this program if I needed help in the future.
X) I would recommend this program to a friend or family member.
Part
Services
Coping
Connections
Using is a Problem
Recommendation
Figure 1: Completion Rate vs. POC Dissatisfaction
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Make sure all programs have a CDS account
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Set Targets
Program
YMP
CR(VH)
Ellenville
Table 2. Proposed POC Targets
Program
Capacity
36
Proposed Target
70% of 90%
of Capacity
23
36
23
228
144
Surveys
Entered
29
21
142
104
% of
PROPOSED
TARGET
126%
91%
99%
127%
Richmond Hill
83
66
Van Wyck
Highbridge
130
82
152
96
90
116
110%
121%
The image below is an example of what the Main Menu looks like.*
*Note: staff access will not have all of these links
Staff and
Administrator Access
Administrator
Access

SURVEY FORMS

ENTERING DATA

GENERATING REPORTS
◦ Click here to print out more survey forms.
◦ This link also includes documents explaining
Perception of Care
◦ Click on “Enter Survey Responses” to enter each
survey. Once entered, the survey cannot be
changed. Please pay careful attention to which
facility and quarter you entered the information.
OASAS will not make changes
◦ “Data Collection Monitoring” allow you to assess
your progress in meeting each quarter’s
targets. Strive for 100%.
◦ To view a snapshot of a quarter, select “Report
for Survey Quarter.”
◦ To view client satisfaction over time, select
“Quarter Comparison Report”
Ellenville
Richmond Hill
Van Wyck
Highbridge
43rd St
Admissions
ETVC
Women Vets
Young Mothers
Veritas House
Cape Road
Crystal House
Fox Run
Meadow Run
PRU
Required
Entered
Remaining
392
393
1814
3162
6974
7388
52067
52579
52723
52722
52844
7056
7165
4545
140
70
90
92
30
19
29
6
22
22
55
14
32
45
0
1
100
75
22
19
42
0
0
0
0
4
19
47
140
69
Goal Met
17
8
Goal Met
Goal Met
6
22
22
55
10
13
Goal Met
Facility
A
N= 67
B
N= 29
C
N= 144
Lowest T5 Items
I was given enough information to effectively handle my
problems
I am better able to cope when things go wrong
I was given information about different services available to
me
T5
% Who
Disagree
30%
26%
25%
The people I went to for services spent enough time with me
This program helped me plan for stressed, anxious or unsafe
I was given information about different services available to
me
12%
11%
When I needed services right away, I was able to see someone
The people I went to for services spent enough time with me
This program helped me develop a plan for when I feel
stressed, anxious or unsafe
I would return to this program if I need help in the future
30%
27%
7%
25%
25%
Facility
Time 4 and Time 5 comparisons
% Lowest T4 Items
T4
T5
% Who Disagree
A
B
C
I was given enough information to effectively handle my problems
18%
30%
This program helped me develop a plan for when I feel stressed,
anxious or unsafe
16%
23%
When I needed services right away, I was able to see someone
15%
23%
I was given information about different services available to me
8%
7%
I was given enough information to effectively handle my problems
8%
0%
People count on me to help them when they have a problem
8%
0%
When I needed services right away, I was able to see someone
35%
38%
I would return to this program if I need help in the future
I would recommend this program to a friend of family member
32%
26%
25%
20%
Facility
A
N= 67
B
N= 29
C
N= 144
Highest T5 Items
I would return to this program if I need help in
the future
I would recommend this program to a friend or
family member
I am better able to accomplish the things I want
to do
I am doing better at work/school
I need to work on my problems with alcohol
and/or drugs
I would return to this program if I need help in
the future
T5
% Who
Strongly
Agree
60%
58%
48%
54%
46%
42%
The people I care about are supportive of my
recovery
49%
I have people in my life who are a positive
influence
46%
I am less bothered by my symptoms
46%
Janetta Twerell, Ph.D
Asst. Vice President of Policy, Program Planning
and Research
Samaritan Village
138-02 Queens Blvd
Briarwood NY, 11435
718 206 2000 X1224
[email protected]