Family & Community Services

Client Feedback Results (Overall)

September 2012 – July 2015

August 2015

Baptcare Research Unit

Survey overview

• The sample consists of clients who had engaged in a Family &

Community Services program from September 2012 –July 2015 in

Victoria and Tasmania

• This is the fourth reporting of the revised system, implemented in

September 2012

• 475 surveys returned in total

– September – December 2012 (baseline data, n=26)

– January – December 2013 (follow up data, n=63)

– January – December 2014 (follow up data, n=102)

– January – July 2015 (follow up data, n= 284)

• Data collected via paper-based survey

2

State (%)

3

Survey response by state has remained fairly stable

over the past 12 months, with a slightly higher

(overall) response achieved from Tasmania (52%).

88

38 4249 48

12

62 5851 52

2012 (n=26) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)

Victoria Tasmania

Location (%)

4

Overall, most surveys have come from Melbourne

(45%) followed by Hobart (27%) and Launceston

(24%).

88

40 41 44 45

2 16 4

12

32 2921 2427 29 29 27

2012 (n=26) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)

Melbourne Bendigo Launceston Hobart

Main response by Baptcare program (%)

5

Most respondent’s were from Disability ISP (11%),

Disability (FAH, 10%) and IFSS (10%)

3

4

4

6

7

7

7

8

10

10

11

0 2 4 6 8 10 12 14

Family Services - IFS

Family Services - HomeStart

Disability - Flexi Respite Program

Disability - LAC

Gateway Family Services (unspecified)

Mental Health - MICare

Gateway - Info, Referral and Assessment

Gateway Disability (unspecified)

Integrated Family Support Services

Disability - Family Active Holiday

Disability - ISP

Client Satisfaction Questionnaire (CSQ)

• CSQ is used worldwide to measure and assess client

satisfaction with health and human services

• It is self administered, with data collected at the end of

services

• Responses are based on a four-point scale

• All questions are positively worded, however the direction

of response options span the range from very negative to

very positive, and the numerical anchors are randomly

reversed to minimise stereotypical responses

• Tool has been tested for reliability and validity

• Overall score of satisfaction is produced (see slide 16)

6

Quality of service (%)

7

Rating of the quality of service received by FACS

clients has remained high since 2012 (94%

‘excellent’ or ‘good’ response overall).

54 56

77 7672

4239

1419

22

3 5 4 44 2 4 2 2

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)

Excellent Good Fair Poor

Received expected service (%)

8

In total, over nine in ten clients (93%) ‘definitely’ or

‘generally’ received the service they expected.

4 2 3 2 14 5 6 5 6

3127

1924 23

6267

72 69 70

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)

No, definitely not No, not really Yes, generally Yes, definitely

Extent service met needs (%)

9

In total, eight in ten clients (81%) had ‘all’ or ‘almost

all’ of there needs met by the service they were

engaged with.

52

67 6669 67

24

1014 14 1412 14 14

11 1212

5 6 6 650 0 1

2012 (n=26) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)

All of my needs have been met Almost all of my needs have been met

Most of my needs have been met Only a few of my needs have been met

None of my needs have been met

Reasons for unmet needs (2015)

• ‘My Homestay program has taken a long time to finalise

due to staff turnover.’

• ‘The service was unable to give me an accurate

assessment and referral that I expected.’

• ‘More about the child’s needs rather than mine.’

• ‘Been waiting for years for a package, no help buying a

wheelchair.’

• ‘Unable to get respite (not at fault of the agency).’

• ‘Need more help with personal profile done on the child

and help with the NDIS and understanding the forms.’

10

Reasons for unmet needs (2015)

• ‘I only started 6 weeks ago and still working on my

needs.’

• ‘Since application assessment was approved no more

has been done. I’ve rung and left a message but still no

response.’

• ‘Not enough funding or hours able to be allocated.’

• ‘I’m honestly not sure of Baptcare’s role.’

• ‘Our needs cant be met due to a lack of funding.’

• ‘We are still finding out specifically what needs and

services are available.’

11

Recommend service to friends or family (%)

12

Three quarters of clients would ‘definitely’ recommend their

service to friends or family if needed. This has remained

stable since 2013.

4 52

125 5 4 5

2418

1217 17

60

77 78 78 77

2012 (n=26) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)

No, definitely not No, I don't think so Yes, I think so Yes, definitely

Satisfaction with amount of assistance/support

(%)

13

The proportion of clients ‘mostly’ or ‘very satisfied’

with the amount of assistance/support received has

remained at a high level since 2012. This currently

sits at 88% overall.

126

106 78

39

4 5

19

29

1721 21

62 6165

7067

2012 (n=26) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)

Quite dissatisfied Indifferent or mindly satisfied

Mostly satisfied Very satisfied

Services helped to improve situation (%)

14

Since 2014 the proportion of clients reporting their

services ‘helped a great deal’ has remained high and

stable at 70% in total

40

59

72 7370

4034

2023 24

20

59

4 52 0 0 0

2012 (n=7) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)

Yes, They helped a great deal Yes, they helped somewhat

No, they didn't really help No, they seemed to make things worse

Overall satisfaction with service (%)

15

Since 2014 the proportion of clients reporting they

are ‘very satisfied’ with their service has remained

high and stable. In total, 94% are ‘very’ or ‘mostly’

satisfied with their service.

6268

76 74 73

3125

18 20 21

4 5 5 4 54 2 1 1 2

2012 (n=26) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)

Very Satisfied Mostly Satisfied Indifferent or mildly satisfied Quite dissatisfied

Client Satisfaction Score

• Baseline cut of data in 2012 produced an overall score of 86/100 (n=26),

caution – small sample size

• Second cut of data in 2013 produced a score of 87/100 (n=63)

• Third cut of data in 2014 produced a score of 89/100 (n=102)

• Fourth cut of data in 2015 produced a score of 90/100 (n=284)

• OVERALL, the current CSQ score sits at 90/100 (n=485)

16

Rating of service attributes 2015(% strongly agree or agree)

17

Attribute Total % (2015)

My human rights and dignity were respected by Baptcare 97

I was told that my personal information would be kept confidential 96

I was asked for consent to pass on personal information to another service 94

My needs were understood and respected 94

I was listened to and given choices 93

It was easy and straight forward to contact Baptcare 92

Baptcare made sure I understood my rights and responsibilities 92

I was given clear information about services available 91

I felt empowered to make choices and decisions based on my needs 89

I was offered information and help to access other services 89

There was not much of a delay before I started to receive my service 84

I was told how to make a complaint about Baptcare 84

I was told if children or others were at risk this information may be passed on to authorities 82

My Baptcare worker developed a plan for me to reach my goals 81

% Change of service attributes 2015 v 2014

18

Attribute Total % (2015) % shift from 2014

My human rights and dignity were respected by Baptcare 97 0

I was told that my personal information would be kept confidential 96 -1

I was asked for consent to pass on personal information to another service 94 1

My needs were understood and respected 94 1

I was listened to and given choices 93 0

It was easy and straight forward to contact Baptcare 92 0

Baptcare made sure I understood my rights and responsibilities 92 2

I was given clear information about services available 91 1

I felt empowered to make choices and decisions based on my needs 89 5

I was offered information and help to access other services 89 -1

There was not much of a delay before I started to receive my service 84 0

I was told how to make a complaint about Baptcare 84 0

I was told if children or others were at risk this information may be passed on to authorities 82 -2

My Baptcare worker developed a plan for me to reach my goals 81 3

Suggested improvements (2015)

• ‘To extend the program longer.’

• ‘Direct lines should always be clear so you can return the call directly.

Cars should be available to workers at all times.’

• ‘A quicker processing timeframe.’

• ‘Confirm bookings quicker and communicate this so that the client

doesn’t have to chase this up.’

• ‘Intake was the most difficult part of dealing with Baptcare. I can

never get intake on the phone, always leaving them messages.’

• ‘More flexibility with appointments.’

• ‘More enclosed excursions and exposure to different children's

activities such as sport, art and dance.’

• ‘More staff needed for the amount of families needing help.’

• ‘More accepting and knowledgeable about different gender identities.’

19

Suggested improvements (2015)

• ‘Its hard to contact my worker and I have to leave messages. I want

to talk to my worker, not others.’

• ‘More information and help around national disability insurance and

what help is around when your child turns 16.’

• ‘There needs to be more communication between the office and

carers on the road. Sometimes the carer may not know what tasks

are to be done or what time to arrive.’

• ‘More volunteers please! I love my volunteer so much because of the

support she has given me.’

• ‘Workers need to understand the advocacy role.’

• ‘Waiting time was too long.’

• ‘More funding for people who live far away from activities.’

• ‘More respite for outings for the child on the weekend.’

• ‘A phone call every 8 weeks to see how things are going would be

helpful.’

20

Summary

• Baptcare attributes were rated consistently high across most

measures, indicating client’s satisfaction with Baptcare service

delivery.

– 8 out of 13 attributes scored 90%+

– Over the past 12 months, there have been a positive % point increase across

many attributes (6 out of 13, or 46%)

– Greatest % increases over the past 12 months• I felt empowered to make choices and decisions based on my needs (+5%)

• My Baptcare worker developed a plan for me to reach my goals (+3%)

• Baptcare made sure I understood my rights and responsibilities (+2%)

• The top 4 highest rated attributes for both 2014 and 2015:

– My human rights and dignity were respected by Baptcare

– I was told that my personal information would be kept confidential

– My needs were understood and respected

– I was asked for consent to pass on personal information to another service

21

Summary

• Scope for continual improvement in the areas of:– Telling the client that if children or others are at risk their information will be passed

onto authorities

– Informing the client on how to make a complaint about Baptcare

– Not much of a delay before service is received

– Baptcare workers developing a plan to help clients reach their goals

22