Woolwich Community Health Centre

1. Woolwich Community Health Centre Client Satisfaction Survey Results November 2010 Summary by Lynda Kohler, Program Coordinator

2. CHC Program Policy Manual and accreditation body both require that CHCs conduct general client satisfaction survey on an annual basis. This is also expected to be a performance indicator developed within our 2011-14 MSAA with the LHIN. Surveys were distributed to clients, program participants and other centre users across all three sites in late fall 2010. This is the seventh annual Client Satisfaction Survey done at WCHC. Percentages are based on number of responses to each question, unless indicated otherwise. Client Satisfaction Survey Rationale and Methods

3. 354 surveys were completed; this is 5.0% of our active client caseload at March 31/10 across all three sites. Of all survey responses, 70% of respondents access services at St. Jacobs, 24% at Wellesley, and 6% at Linwood. 89% of survey respondents are registered with a physician/nurse practitioner team. The following percentages of respondents had appointments with these other providers in the previous year: 49% for chiropody; 37% for registered dietitian; 23% for counsellor; 7% for Well Adult nurse; and 26% for physiotherapy staff. 30% of survey respondents had taken part in one or more group program, such as fitness, HUGS, hospice, stress reduction, etc. in the previous year. Some clients were unable to complete the survey due to low rates of literacy. This limited our ability to complete a proportional number of surveys at the Linwood Nurse Practitioner Office. Survey Response Summary

4. The client satisfaction survey was revised in 2010 in response to feedback about the survey in 2009. This was done to reduce the level of literacy and to align some questions with the Ontario Health Quality Council report. Some questions were asked again this year so that results can be compared. For these questions a comparison with results from 2009 are provided in a footnote for each slide. Some new questions were added to the survey in 2010 to make comparisons with the Ontario Health Quality Council report; these are also noted in a footnote on applicable slides. Survey Questions

5. Your Relationship with the Health Centre: Actual survey responses were: 247 at WCHC, 86 at WCHC and 21 at LNPO.

6. Your Relationship with the Health Centre: In 2009 95% of survey respondents were registered clients, compared with 89% in 2010.

7. Primary Health Care Aggregated Comparison with 2009 are: Well Adult Nurse 10% in 2009 and 7% in 2010, Counsellor 27% in 2009 and 23% in 2010, Physiotherapist 28% in 2009 and 26% in 2010, Registered Dietitian 30% in 2009 and 37% in 2010, and Chiropodist, 46% in 2009 and 49% in 2010.

8. Primary Health Care This is a new question in 2010. The Ontario Health Quality Council, Quality Monitor Report 2010 report identifies that 53% of Ontarians were able to get an appointment on the same day or the next day.

9. Primary Health Care This question was asked differently in 2010 to be consistent with the Ontario Health Quality Council. 89% of Ontarians think that they waited too long to see their provider for an appointment compared to 6% among WCHC survey respondents.

10. Primary Health Care Appointments began within 10 minutes of their booked start time for: 94% of respondents in 2009 and 95% of respondents in 2010.

11. Primary Health Care For all survey respondents, 77% in 2009 and 78% in 2010 reported being aware of WCHC’s on-call service.

12. Primary Health Care The response was consistent with 2009 results.

13. Primary Health Care The rate of respondents who reported skipping medications or treatments was 5% in 2009 and 6% in 2010.

14. Primary Health Care The 2010 average ratings were consistent with 2009 results: provider knows your health history - 4.5, provider understands your health concerns- 4.5, amount of time the provider spends with you – 4.7, providers encouragement of you to participate – 4.7 and quality of primary health care – 4.6.

15. Community Programs The 2009 results were less than 2010, with 22% of survey respondents taking part in a group program in 2009 compared with 30% in 2010.

16. Community Programs The results in 2010 were consistent with 2009 results, with an overall rating for quality of programs of 4.5, and rating for programs offered at convenient times of 4.5

17. Community Programs This question was asked differently in 2010. In 2009 respondents reported a rate of 4.4 (with 1 = not at all and 5= very much). In 2010 84% of respondents report learning new information or developing a new skill.

18. Community Programs In 2009 60% of all respondents said yes; in 2010, 52% of all respondents said yes.

19. General Operations The 2010 results are consistent with 2009 results: “not at all” 0.5% in 2009 and 0.3% in 2010, “a little” 2% in 2009 and 1% in 2010, “somewhat” 15% in 2009 and 16% in 2010 and “very” 83% in 2009 and 82% in 2010.

20. General Operations The 2010 results are consistent with 2009 results with 85% reporting yes and 15% reporting no.

21. General Operations The 2010 results are consistent with 2009 results with 99% reporting yes in 2009 and 98% reporting yes in 2010.

22. General Operations There were slight variations in number of respondents from 2009 to 2010: transportation was reported by 8 in 2009 and 6 in 2010; cost of fitness classes was reported by 2 in 2009 and 1 in 2010; hours were reported by 8 in 2009 and 16 in 2010; physical access was reported by 1 in both 2009 and 2010; and language was reported by 1 respondent in 2009 and 1 respondent in 2010.

23. General Operations The 2010 results were consistent with the 2009 results with 97% reporting yes.

24. General Operations Extended hours varied slightly from 2009 to 2010: Sat 1-4 p.m. increased from 18% to 19%, additional evening hours has increased from 39% to 43%, Sat 10 a.m.-1 p.m. increased from 38% to 42%, and every weekday open at 8:30 has decreased from 23% to 20%.

25. General Operations Results varied slightly from 2009. Respondents reported “very” 88% in 2009 and 89% in 2010; “somewhat” 11% in 2009 and 10% in 2010; “a little” 1% in 2009 and in 2010; and “not at all” 0% in 2009 and 0.3% in 2010.

26. General Operations Rates varied slightly from 2009. Talking or writing to a manager was reported by 8% in 2009 and 9% in 2010, feedback box was reported by 22% in 2009 and 27% in 2010 and talking to staff was reported by 75% in 2009 and 73% in 2010.