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Enhancing Client Satisfaction: Survey Highlights 2009

This report summarizes the 2009 Client Satisfaction Survey conducted by Andrew Koch, Data Support, and Evaluation Coordinator. The survey, focusing on core categories including accessibility, staff communication, quality, impact, and overall satisfaction with programs and services, gathered 194 responses from diverse clients, highlighting positive ratings and areas for improvement such as cultural sensitivity. The next steps involve further analysis, sharing results with staff and clients, and benchmarking with other CHCs. For inquiries, contact akoch@accessalliance.ca.

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Enhancing Client Satisfaction: Survey Highlights 2009

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  1. 2009 Client Satisfaction Survey Highlights Andrew Koch, Data Support and Evaluation Coordinator Prepared October 2009

  2. Background • A Client Satisfaction Survey is normally conducted annually (was not done in 2008) • Building Healthy Organizations (BHO)requires that a minimum of 100 clients be surveyed or interviewed at least once every two years. • The survey must cover these core categories: • accessibility, staff communication, quality, impact, and overall satisfaction with programs and services.

  3. Background • The survey instrument used in previous years was based on questions recommended by BHO • The clinical directors for Toronto CHCs recently agreed to a set of core questions that all CHCs will include in their surveys (for comparison)

  4. Method • Survey revised based on recommendations from past reports, research and staff input • Survey translated into 5 languages • Available at all 3 offices (table set up at 340 College) for 3-week period (July-Aug) • ‘Convenience sample’ (not randomly selected) • Analysis in progress

  5. Respondents • 194 responses, mostly at 340 College St. • Average age=37 (range: 16-83 ) • Mix of newer and long-term clients • Different immigration statuses represented

  6. Overall Satisfaction

  7. Availability & Accessibility

  8. Rights & Responsibilities

  9. Quality of Client/Provider Relationship

  10. Confidentiality

  11. Information & Referrals

  12. Cultural & Religious Sensitivity

  13. Anti-oppression

  14. Responsiveness to Client Needs

  15. Impact/Outcomes

  16. Summary • Overall ratings are positive–most categories >80% • Few major concerns identified • Some clients expressed concerns re. waiting time for appointments • Many clients not aware of rights/responsibilities and suggestion/complaints process • Some room for improvement re. cultural sensitivity? • Settlement clients not well represented in sample

  17. Next Steps • Further analysis of data for key questions • e.g., subgroup comparisons, open-ended responses • Share preliminary results with front-line staff • Develop recommendations • Share selected findings with clients • Compare benchmark questions with other CHCs • Write final report

  18. Questions or Comments?? akoch@accessalliance.ca

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