Client Satisfaction Survey Results 2011 Way to Go! ! Of the 31 indicators measured 22(71%) improved greater than 10% from the 2010 survey
OVERALL RATING 64% 59% 53%
Excellent 31% 36% 40%
Good Fair Poor No Answer
64% of Clients rated our Services as “Excellent”. This is an 11% improvement since 2008.
4% 3% 2% 0% 1% 1% 0% 0% 4% 0%
6+5% improvement in % Excellent!
20%
40%
60%
2011
2010
2008
80%
100%
PSW SERVICES- CELEBRATE Client’s rated PSW services over 80% (top score) for 10 of the areas measured. 6 of these improved greater than 10% since 2010.
>10% Improvement
99% 93%
Respect home and belongings Care plan matches Goldcare
94% 92%
Explains what they will be doing
96% 89%
PHCS show respect for your values and choices
92% 89%
Right skills to care for you
96% 86%
Receive same quality of care
94% 81%
Tells you when they will arrive Does what you expect
Stays for the full time Well informed about health condition and service needs
87% 76% 76% 69%
91%
88%
80% 67%
There were 6 areas we scored below 80%. Although we made significant improvement since 2010, we still have lots of room to improve! TIPS.......
PSW SERVICES - IMPROVE >10% Improvement
Well informed about condition
67%
Arrive on time
56%
Quality of teaching you or family member/friend
Wear their photo ID Wear their uniform
75%
58%
Wash hands or use gel upon leaving
47%
Wear photo ID and uniform all the time Let client know you are washing your hands before and after service Make sure your schedule has enough travel time so you can Arrive on Time!
79%
62%
Wash hands or use gel upon entering
80%
69%
60%
47% 38%
34%
53%
NURSE MANAGERS
There was significant improvement in 4 of the 7 indicators. Opportunities to improve in:
>10% Improvement
90% 79%
Know who to call NM explains your responsibilities
Arranging or providing contacts for additional support Folder Involved in planning care
88% 64%
Involved in planning services/care
60% 60%
86%
Provided enough information
58%
Arrange or provide contacts for additional support Folder provides useful information
53% 51% 69% 32%
CLIENT CARE SPECIALISTS >10% Improvement
Language of your choice
90% 81%
Know who to call
90% 79% 93%
Accomodate your schedule Any difficulty reaching someone Same person/team providing care Satisfied with their response
5 areas scored significantly improved since 2010. Opportunities to improve in:
75%
83% 70% 75% 64% 80% 59%
Availability to answer calls Responding to calls Consistent providers