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Mental Health Consumer Satisfaction Surveys

Mental Health Consumer Satisfaction Surveys. PA-OMHSAS April 2003. Why Surveys?. To measure effectiveness of services To determine which areas of service need improvement Required by the Community Mental Health Services Federal Block Grant. Surveys Completed By OMHSAS.

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Mental Health Consumer Satisfaction Surveys

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  1. Mental Health Consumer Satisfaction Surveys PA-OMHSAS April 2003

  2. Why Surveys? • To measure effectiveness of services • To determine which areas of service need improvement • Required by the Community Mental Health Services Federal Block Grant

  3. Surveys Completed By OMHSAS • Southeastern HealthChoices Region 2000 -Bucks, Chester, Delaware, Montgomery and Philadelphia counties -Adult and Family surveys -Also surveyed people with substance abuse -English and Spanish versions • Greene County Surveys 2002 -Adult and Family surveys -All Medicaid recipients

  4. Why Greene County? • Greene County was the only county that chose not to manage HealthChoices contract • DPW contracted directly with VBH-PA (Value Behavioral Health of Pa.)

  5. Greene County Demographics • CountyPopulation • 31,693 Adults • 8,979 Children • County Poverty Population • 3,983 Adults (13.9% of all adults) • 1,933 Children (22.0% of all children) • Mental Health Penetration Rates • 16.6% Adults (21 – 64) • 12.0% Children (0 – 20) • 13.2% Overall

  6. Greene County Survey Process • Determine All Medicaid Recipients In Greene County • ID# Placed On Surveys • Total Number Surveys Sent Adult-7,875 (1st mailing -4,318, 2nd mailing 3,557) Family-7,599 (1st mailing -4,096, 2nd mailing 3,503) • Total Number Surveys Returned Adult-1,009 Family-770 • Total Number Who Received MH Service Adult-132 Family-59

  7. Greene County Survey Process (cont’d) • Two Mailings • Survey Responses Entered Into Database • Survey Comments Reviewed By Panel • Survey Data Sent To Bristol Observatory For Analysis

  8. Progress Reports • Based On Preliminary Data- one on Adult survey results, one on Family survey results • Presented To Stakeholders Advisory Committee In 3/03 • Published on OMHSAS Intranet site in the future

  9. Greene County Survey- Results

  10. Greene County Survey Statistics • Response Rates • Adults • 1st mailing 14.88% • 2nd mailing 11.85% • Families • 1st mailing 10.9% • 2nd mailing 10.57% • Penetration Rates • Adults 13.1% (16.6% Population) • Families 7.7% (12.0% Population) • Overall 10.7%

  11. How satisfied are you with services?

  12. “Did you receive a member handbook from VBH-PA?”

  13. “If you are dissatisfied with the service you received, do you know how to file a grievance?”

  14. What’s Next?? • Survey for Medicaid Fee-For-Service recipients state-wide • Contract pending with COAD group • Survey tool being revised, Spanish version being approved • Sample size determined- 11,170 • Surveys to be mailed by 7-03 • Surveys to be done annually

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